閱讀理解

　　Complaining(抱怨)about faulty goods or bad service is never easy. Most people dislike making a fuss(大驚小怪). But if something you have bought is faulty or does not do what is instructed for it, you are not asking for a favor to get it put right. It is the shopkeeper's responsibility(負責) to take the complaint seriously and to replace or repair a faulty article or put right poor service, because he is the person with whom you have entered into an agreement. The manufacturer may have a part to play but that comes later.

　　Complaints should be made to a responsible person. Go back to the shop where you bought the goods, taking with you any receipt(發(fā)票)you may have. Ask to see the buyer in a large store. In a small store the assistant may also be the owner or you can complain directly. In a chain store ask to see the manager. If you telephone, ask the name of the person who handles your enquiry, otherwise you may never find out who dealt with the complaint later.

　　Even the bravest person finds it difficult to stand up in group of people to complain, so if you do not want to do it in person, write a letter. Stick to the facts and keep a copy of what you write. At this stage you should give any receipt numbers, but you should not need to give receipts or other papers to prove you bought the article. If you are not satisfied with the answer you get, or if you do not get a reply, write to the managing director of the firm, shop, or organization. Be sure to keep copies of your own letters and any you receive.

(1)The shopper makes a complaint because ________.

[　　]

A．he dislikes causing a fuss

B．it doesn't do what is instructed for it

C．the article bought is not up to standard

D．he was at fault in buying the article

(2)When complaining in person, you should ________.

[　　]

A．get a receipt for what you buy

B．speak to to a responsible person

C．talk directly to the assistant

D．a(chǎn)sk to see the buyer

(3)When complaining on the telephone ________.

[　　]

A．you should speak directly to the owner

B．you must ask for the manager

C．you may never find nut who dealt with the matter

D．you should find out with whom you discuss the matter

(4)If you write a letter to complain ________.

[　　]

A．it is important to keep a record of what you say

B．it is necessary to send receipts

C．say how you feel about the matter

D．a(chǎn)sk what receipt numbers you should give

答案：B;B;D;A
解析：

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