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 (担保,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 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、asking politely to change the item
B、saying firmly that the item is of poor quality
C、explaining exactly what is wrong with the item
D、showing the faulty item to the manufacturer
答案C
解析 本题问最有效的投诉应该怎样做。利用查阅式阅读法，我们可以在文章的第四段中找到相关信息。这段指出，有礼有力地提出索赔，一般最为有效，特别是当顾客能证明所买商品的毛病所在时，效果更佳。如果指不出毛病所在，顾客应提供具体的意见，而不是笼统地一说了之，这样做最有成功的把握。例如说“左边音箱根本不响，右边的音箱声音不清楚”就比说“这台立体音响坏了”要好得多。因此，本题的正确答案应是C“确切地讲清楚商品的毛病”。
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