题目内容：

When a consumer finds that an item she or he bought is faulty or in some other way does not        the manufacturer's claims, the first step is to present the guarantee, or any other records which might help, at the store of purchase. In most cases, this action will        results.       , 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.      , 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        , supposing he or she has a just claim. Consumers should complain        person whenever possible, but if they cannot get to the place of purchase, it is        to phone or write the complaint in a letter.

Complaining is usually most effective when it is done       but firmly, and especially when the consumer can        what is wrong with the item in question. If this cannot be done, the consumer will        best by presenting specific information as to what is wrong,        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       as politely and firmly as possible. If a polite complaint does not achieve the      result, the consumer can go to a step        . She or he can threaten to take the seller to court or report the seller to a private or public organization       for protecting consumer's rights.

1.A. live up to    B. keep up with     C. look up to   D. catch up with

2.A. know    B. produce    C. ask     D. make

3.A. Instead        B. Moreover       C. Otherwise    D. However

4.A. In conclusion       B. In general    C. In fact   D. In reality

5.A. favor    B. need     C. benefit    D. advantage

6.A. of         B. for     C. in     D. to

7.A. possible        B. important    C. acceptable    D. likely

8.A. politely    B. rudely     C. strictly   D. comfortably

9.A. tell         B. describe     C. modify   D. present

10.A. forgive        B. fail        C. work     D. succeed

11.A. better than    B. more than       C. rather than   D. other than

12.A. worry    B. complaint    C. curiosity    D. suggestions

13.A. ordered     B. devoted      C. adapted   D. desired

14.A. further     B. more     C. farther    D. additionally

15.A. ready      B. suitable    C. good    D. responsible