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.  
The most effective complaint can be made by______ .
选项 A、asking politely to change the item
B、saying firmly that the item is of poor quality
C、showing the faulty item to the manufacturer
D、explaining exactly what is wrong with the item
答案D
解析 细节题。第三段第一句后半部“especially when the consumer can demonstrate what is wrong with the item”得知答案。
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