Question

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

Answer

1.A

2.B

3.D

4.B

5.A

6.C

7.C

8.A

9.B

10.D

11.C

12.B

13.D

14.A

15.D

【解析】

试题分析：本文主要讲述了当一个消费者发现自己购买的商品是假冒伪劣，或者不符合生产厂家宣传的时候，消费者可能会直接去商店利用有用的纪录和保证等相关的信息，保护权益。但是在很多情形下，这种行为并不一定会有结果。

1. A“达到，符合”B“保持，跟上”C“向上看”D“追上”，由 When a consumer finds that an item she or he bought is faulty or in some other way does not the manufacturer's claims意思是：当一个消费者发现他买的商品是假冒伪劣或者在某些方面不符合厂家的宣传。故选A。

2. A“知道，了解”B“生产”C“询问”D“生产，制造”，由In most cases, this action will results.意思是：在很多情况下，这种行动会有结果。Produce results 有结果。故选B。

3. A“而不是”B“而且，再之”C“在其他方面，否则”D“然而”，由 , if it does not, there are various means the consumer may use to gain satisfaction. 意思是：然而，如果它没有结果，这里有各种各种方法，消费者可以使用去获得满足。故选D。

4. A“总而言之”B“一般而言，大体上”C“事实上，实际上”D“在现实中”，由 , the “higher up” his or her complaint, the faster he or she can expect it to be settled.意思是：一般而言，他的抱怨（省）越高，他便可以更快的期待（问题）被解决。故选B。

5. A“支持”B“需要”C“利益，帮助”D“优势，有利条件”，由In such a case, it is usually settled in the consumer's , supposing he or she has a just claim.意思是：在这种情形下，问题通常是站在消费者利益一方被解决，假设他仅仅有一个要求。故选A。

6. A“关于，属于…的，由…构成”B“为了，倾向于，当作”C“在…里面”D“向，朝着”，由Consumers should complain person whenever possible,意思是：消费者应该在任何可能的时候，亲自抱怨。In person 亲自，亲身。故选C。

7. A“可能的”B“重要的”C“可接受的”D“很可能的”，由but if they cannot get to the place of purchase, it is to phone or write the complaint in a letter.意思是：但是如果你不能到购物的商场，（消费者）可以通过打电话或者写信来抱怨。故选C。

8. A“礼貌地”B“粗鲁地”C“严厉地”D“舒服地，安心地”，由Complaining is usually most effective when it is done but firmly,意思是：当（你）坚定而有礼貌地抱怨时，这通常最有效的。故选A。

9. A“告诉，讲述，辨别”B“描写，形容，描述”C“修改”D“提出，呈现，赠送”，由and especially when the consumer can what is wrong with the item in question.意思是：特别是当消费者可以描述人们讨论的商品不正确的地方。故选B。

10. A“原谅，饶恕”B“失败，使失望”C“使工作，操作，经营”D“成功，继承”，由If this cannot be done, the consumer will best by presenting specific information as to what is wrong,意思是：如果（抱怨）没有成功，消费者通过呈现什么是错误的确切的信息，最容易成功。故选D。

11. A“比…更好”B“不只是，超过，很”C“而不是，与其…倒不如…”D“不同，除了，绝不是”，由If this cannot be done, the consumer will best by presenting specific information as to what is wrong, by making general statements.意思是：如果（抱怨）没有成功，消费者通过呈现什么是错误的确切的信息，最容易成功，与其做一般的大体的声明。故选C。

12. A“烦扰，忧虑，担心”B“抱怨，控诉，委屈”C“好奇心，其人，其特性”D“建议，暗示，联想”，由If so, the consumer should do this, stating the as politely and firmly as possible.意思是：如果是这样（消费者向生产厂家写信），消费者应该这样做，尽可能礼貌和坚定地声明抱怨。故选B。

13. A“命令，订购，整理”B“把…奉献（给）；把…专用（于）”C“改编，改写，适应”D“渴望，要求”，由If a polite complaint does not achieve the result,意思是：如果一次有礼貌的抱怨没有实现想要的结果。故选D。

14. A“更进一步，更远地，而且”B“更多，此外，更加”C“更远地，较远地”D“此外”，由If a polite complaint does not achieve the result, the consumer can go to a step 44 .意思是：如果一次有礼貌的抱怨没有实现想要的结果，消费者将会更进一步前进。故选A。

15. A“准备好的，即使的，即将的”B“合适的，适宜的，恰当的”C“好的，优秀的，有益的”D“负责的”，由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.意思是：她可以威胁，可以把售货员告上法庭，或者把售货员报告给一个私人的或者公共的负责任的组织，来保护消费者的权益。故选D。

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