2. 外语
  3. When a consumer finds that an item she or he bought is faulty or does not live up to the manufacturer’s【B1】______for it, the fir

When a consumer finds that an item she or he bought is faulty or does not live up to the manufacturer’s【B1】______for it, the fir

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问题     When a consumer finds that an item she or he bought is faulty or does not live up to the manufacturer’s【B1】______for it, the first, step is to present the guarantee at the store of purchase. In most eases, this action will【B2】______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【B3】______, the faster he or she can expect it to be settled. In such a case, it is usually settled in the consumer’s favor,【B4】______be or she has a just claim.
    Consumers should complain in【B5】______whenever possible, but if they cannot get to the place of purchase, it is【B6】______to phone or write the complaint in a letter.
    Complaining is usually most effective when it is done politely but【B7】______, and especially when the consumer can demonstrate what is wrong with the item in【B8】______. If this cannot be done,【B9】______
    The store manager may advise the consumer to write to the manufacturer. If so,【B10】______. But if a polite complaint does not achieve the desired result, the consumer can go a step further.【B11】______
【B7】
选项
答案firmly
解析 意为“坚定地”。所填词前面的but表示“尽管．．．还是．．．”，所填词和politely应该词性相同，但意义相对。抱怨的时候尽管要有礼貌，却还要态度坚定。
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