2. 外语
  3. When a consumer finds that an item she or he bought is faulty or in some other way does not live up to the manufacturer’ s claim

When a consumer finds that an item she or he bought is faulty or in some other way does not live up to the manufacturer’ s claim

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问题    When a consumer finds that an item she or he bought is faulty or in some other way does not live up to the manufacturer’ s claim for it, the first step is to present the warranty(保单), or any other records which might help, at the store of purchase. In most cases, 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 or her complaint, the faster he or she can expect it to be settled. In such a case, it is usually settled in the consumer’ s favour, assuming he or she has a just claim.
   Consumers should complain in person whenever possible, but if they cannot get to the place of purchase, it is acceptable to phone or write the complaint in a letter.
   Complaining is usually most effective when it is done politely but firmly, and especially when the consumer can demonstrate what is wrong with the item in question. If this cannot be done, the consumer will succeed best by presenting specific information as to what is wrong, rather than by making general statements. For example, "The left speaker does not work at all and the sound coming out of the right one is unclear" is better than "This stereo(立体声音响)does not work. "
   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. She or he can threaten to take the seller to court or report the seller to a private or public organization responsible for protecting consumers’ rights.
The most effective complaint can be made by______.
选项 A、showing the faulty item to the manufacturer
B、explaining exactly what is wrong with the item
C、saying firmly that the item is of poor quality
D、asking politely to change the item
答案B
解析 细节题。根据文章第三段第一句可知，当顾客申诉商品有质量问题时，态度要坚定、有礼貌，特别是如果消费者能展示商品的问题时，就能最有效地达到申诉目的，选项B(准确解释商品哪里有问题)与原文意义相符。选项A(把有问题的商品展示给制造商)和选项C(坚决表示此商品质量低劣)没有具体展示商品问题。选项D(礼貌地请求更换)文中未提及，故本题选B。
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