题目内容：

 

第二部分  阅读理解 （共25小题。第一节每小题2分，第二节每小题1分；满分45分）

第一节  阅读下列短文，从每题所给的四个选项（A、B、C、D）中，选出最佳选项，并在答题卡上将该项涂黑。

When a consumer (消费者) finds that something he or she bought is faulty or in some other way does not live up to what the producer says for it, the first step is to present the warranty（保单），or any other records that might help, at the store of buying. 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（投诉）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 taking it as true that he or she has a just right.

Consumers should complain in person whenever possible, but if they cannot get to the place of buying, 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 show clearly what is wrong with what was bought 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（立体音响）does not work.”

The store manager may advise the consumer to write to the producer, 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 expected result, the consumer can go a step further. He or she can threaten (恐吓) to take the seller to court or report the seller to a public organization responsible for protecting consumers’ rights.

1. When a consumer finds what he bought has a fault in it , he should first          .

A. complain personally to the manager

B. show something provable in written form to the store

C. threaten to take the matter to court

D. write a firm letter of complaint to the store

2. If a consumer wants a quick settlement of his problem, it’s better to complain to           .

A. a shop assistant                                     B. the producer

C. a public or ganization                                   D. a store manager

3. The most effective complaint about what was bought can be made by         .

A. showing the fault of it to the producer

B. saying firmly it is of poor quality

C. asking politely to change it

D. explaining exactly what is wrong with it

4. The passage tells us          .

A. how to make the complaint have a good effect

B. how to settle a consumer’s complaint

C. how to avoid buying something wrong

D. how to deal with complaints from consumers

5. According to the passage, the last way a consumer has to use is          .

A. to write to the producer

B. to quarrel with the manager

C. to warn the seller that he or she will turn to the court or a consumers’ organization for help

D. to collect several fighters to threaten the seller