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.  
If the consumer wants a quick settlement of his problem, it is better to complain to______ .
选项 A、a public organization
B、the manufacturer
C、the store manager
D、a shop assistant
答案C
解析 推断题。第三段第一句告诉我们，最简单最普通的方式是直接向商店经理申诉(to complain directly to the store manager)，然后说顾客越急于申诉索赔，商店经理就越渴望去理赔。
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