A、Your problem may not be understood correctly. B、You don’t know if you are complaining at the right time. C、Your complaint may

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问题  
The way to complain is to act business-like and important. If your complaint is immediate, suppose you got the wrong order at a restaurant, make a polite but firm request to see the manager. When the manager comes, ask his or her name. And then state your problem and what you expect to have done about it. Be polite! Shouting or acting rude will get you nowhere. But also be firm in making your complaint. Besides, act important. This doesn’t mean to put on airs and say "do you know who I am?" What it means is that people are often treated the way they expect to be treated. If you act like someone who expects a fair request to be granted, chances are it will be granted. The worst way to complain is over the telephone. You are speaking to a voice coming from someone you cannot see. So you can’t tell how the person on the line is reacting. It is easy for that person to give you the run-around. Complaining in person or by letter is generally more effective. If your complaint doesn’t require an immediate response, it often helps to complain by letter. If you have an appliance that doesn’t work, send a letter to the store that sold it. Be business-like and stick to the point. Don’t spend a paragraph on how your uncle Joe tried to fix the problem and couldn’t.
20. What does the speaker suggest you do when you are not served properly at a restaurant?
21. Why does the speaker say the worst way to complain is over the telephone?
22. What should you do if you make a complaint by letter?

选项 A、Your problem may not be understood correctly.
B、You don’t know if you are complaining at the right time.
C、Your complaint may not reach the person in charge.
D、You can’t tell how the person on the line is reacting.

答案D

解析 短文提到通过电话投诉是最糟糕的方式,你看不到你说话的对象,所以你也无法判断电话那头的人有什么反应。所以答案为D。注意因果处常考,且本题符合短文听力“听到什么选什么”的原则,答案与原文完全一样。A“你的问题没有被正确理解”、B“你不知道你是否在合适的时间投诉”以及C“接受你投诉的人可能不是负责人”在原文中并未提及。
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