2015年6月英语四级阅读理解练习及解析6思维导图
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
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思维导图大纲
2015年6月英语四级阅读理解练习及解析6思维导图模板大纲
Whenaconsumerfindsthatanitemsheorheboughtisfaultyorinsomeotherwaydoesnotliveuptothemanufacturer'sclaims,thefirststepistopresentthewarranty,oranyotherrecordswhichmighthelp,atthestoreofpurchase.Inmostcases,thisactionwillproduceresults.However,ifitdoesnot,therearevariousmeanstheconsumermayusetogainsatisfaction.Asimpleandcommonmethodusedbymanyconsumersistocomplaindirectlytothestoremanager.Ingeneral,the“higherup”hisorhercomplaint,thefasterheorshecanexpectittobesettled.Insuchacase,itisusuallysettledintheconsumer'sfavor,assumingheorshehasajustclaim.Consumersshouldcomplaininpersonwheneverpossible,butiftheycannotgettotheplaceofpurchase,itisacceptabletophoneorwritethecomplaintinaletter.
Complainingisusuallymosteffectivewhenitisdonepolitelybutfirmly,andespeciallywhentheconsumercandemonstratewhatiswrongwiththeiteminquestion.Ifthiscannotbedone,theconsumerwillsucceedbestbypresentingspecificinformationastowhatiswrong,ratherthanbymakinggeneralstatements.Forexample,“Theleftspeakerdoesnotworkatallandthesoundcomingoutoftherightoneisunclear”isbetterthan“Thisstereodoesnotwork”.Thestoremanagermayadvicetheconsumertowritetothemanufacturer.Ifso,theconsumershoulddothis,statingthecomplaintaspolitelyandfirmlyaspossible.Ifapolitecomplaintdoesnotachievethedesiredresult,theconsumercangotoastepfurther.Sheorhecanthreatentotakethesellertocourtorreportthesellertoaprivateorpublicorganizationresponsibleforprotectingconsumer'srights.
1.Whenaconsumerfindsthathisorherinit,thefirstthingheorsheshoulddoisto____.
A)complainpersonallytothemanager
B)threatentotakethemattertocourt
C)writeafirmletterofcomplainttothestoreofpurchase
D)showsomewrittenproofofthepurchasetothestore
2.Howcanaconsumermakehisorhercomplaintmoreeffective,accordingtothepassage?
A)Explainexactlywhatiswrongwiththeitem.
B)Threatentotakethesellertocourt.
C)Makepoliteandgeneralstatementsabouttheproblem.
D)Avoidhavingdirectcontactwiththestoremanager.
3.Accordingtothepassage,whichofthefollowingissuggestedasthelastalternativethatconsumersmayturnto?
A)Complaintothestoremanagerinperson.
B)Complaintothemanufacturer.
C)Writeacomplaintlettertothemanager.
D)TurntotheConsumers’RightsProtectionOrganizationforhelp.
4.Thephrase“liveupto”inthiscontextmeans____.
A)meetthestandardof
B)realizethepurposeof
C)fulfillthedemandsof
D)keepthepromiseof
5.Thepassagetellsus____.
A)howtosettleaconsumer’scomplaintaboutafaultyitem
B)howtomakeaneffectivecomplaintaboutafaultyitem
C)howtoavoidbuyingafaultyitem
D)howtodealwithcomplaintsfromcustomers
答案与解析：
1.D
当顾客发现自己所购买的商品有问题时，他所做的第一件事就是出示在商场购物的凭具。事实辨析题。文章第一段指明，顾客购买了有瑕疵的商品后，首先应出示在某商场购买某商品的相关记录或证明。故选项D正确。
2.A
为了使投诉更加有效，应当指出商品的问题所在。事实辨析题。根据第四段第一句话，最有效的投诉方式是指出所购商品的具体问题，故选项A正确。
3.D
文章表明：消费者最后的处理方向就是向消费者权益保护组织求助。事实辨析题。文章最后一段指出，顾客购买了有瑕疵的商品后，可以向销售者或生产者投诉，如得不到满意答复，可以进一步向消费者权益保护组织反映。故选项D正确。
4.A
达到标准。词汇题。文中“doesnotliveuptothemanufacturer’sclaims”中的liveupto意为“没有达到??的标准”。故选项A正确。
5.B
文章告诉我们怎样对有瑕疵的商品进行有效投诉。主旨题。本文主要说明顾客在购买了有瑕疵的商品后如何进行最有效的投诉，故选项B正确。
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