2. 外语
  3. A、By making the complaint firmly and impolitely. B、By explaining clearly the problem with the item. C、By describing generally wh

A、By making the complaint firmly and impolitely. B、By explaining clearly the problem with the item. C、By describing generally wh

admin2020-06-06  71
问题  
Good morning. I’m Mario Ritter. Today I am going to talk about how to make an effective complaint. 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 claims, the first step is to present the warranty, 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" 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 favor, 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 advice the consumer to write to the manufacturer. If so, the consumer should do this, stating the complaint as politely and firmly as possible. If a polite complaint does not achieve the desired result, the consumer can go to 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 consumer’s rights.
23. What should a consumer first do when he finds the item he bought is faulty?
24. How can a consumer make his complaint more effective?
25. What may the manager advise the consumer to do?
选项 A、By making the complaint firmly and impolitely.
B、By explaining clearly the problem with the item.
C、By describing generally what is wrong with the item.
D、By avoiding direct contact with the manager.
答案B
解析 四个选项都是by doing sth．的介词短语，推测题目可能问做某事的方法。录音中提到如果消费者态度礼貌而坚决地进行投诉，尤其是能直接展示商品的问题时，投诉最为有效。但如果无法做到，消费者最好能提供商品问题的确切信息而不仅仅是泛泛地说商品有问题，因此本题选B项“解释清楚商品的问题所在”。A项错在impolitely“无礼地”，C项错在describing generally“大致地描述”。录音中强调，消费者最好亲自到店当面投诉(complain person)，D项“避免与商店经理的正面接触”与该处录音内容相反。
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