2. 外语
  3. When a customer finds that an item he bought is faulty or does not live, up to the manufacture’s claim for it, the first step is

When a customer finds that an item he bought is faulty or does not live, up to the manufacture’s claim for it, the first step is

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问题     When a customer finds that an item he bought is faulty or does not live, up to the manufacture’s claim for it, the first step is to present the warranty(保单)or any other helpful records at the store of purchase. In most eases, this action will produce results. However, if it does not, there are various means the consumer may use to gain satisfaction.
    A simple and common method used by many consumers is to complain directly to the store manager. In general, the"higher up"the consumer takes his complaint, the faster he can expect it to be settled. In such a case, it is usually settled in the consumer’s favor, if he has a just claim.
    Complaining is usually most effective when it is done politely but firmly, especially when the consumer call demonstrate what is wrong with the item. If this cannot be done, he will succeed best by presenting specific information as to what is wrong, rather than by making general statements. The store manager may advise the consumer to write to the manufacturer. If so, the consumer should do this, stating the complaint as politely and as firmly as possible, but if a polite complaint does not achieve the desired result, the consumer can go a step further. He can threaten to take the seller to court or report the seller to a private or public organization responsible for protecting the consumer’s rights.  
Suppose a customer finds fault in his tape recorder, what would he say to the store manager? ______
选项 A、This the warrant; you must change a new one for me.
B、The tape recorder is not so good as before.
C、The sound coming out of the right speaker is unclear.
D、This tape recorder doesn’t work.
答案A
解析 推理题。该答案符合两个条件：第一段，第一句说出第一步(the first step is to present the warranty……)即出示保单。第三段第四句说出第二步(……，stating the complaint as politely and as firmly as possible)，firmly指诉求之坚决。选项A中must change“必须调换”。
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山东省大学英语三级

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