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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 other records which might help, at the store of purchase. 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 directly to the store manager. In general, 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 favor, assuming he or she has a just claim.

Consumers should complain in person whenever possible, but if they cannot get to the place of purchase, 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 demonstrate what is wrong with the item 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 does not work”. The store manager may advice the consumer to write to the manufacturer. If so, the consumer should do this, stating the complaint as politely and firmly as possible. If a polite complaint does not achieve the desired result, the consumer can go to a

step further. She or he can threaten to take the seller to court or report the seller to a private or public organization responsible for protecting consumer's rights.

1. When a consumer finds that his or her in it, the first thing he or she should do is to ____.

A) complain personally to the manager

B) threaten to take the matter to court

C) write a firm letter of complaint to the store of purchase

D) show some written proof of the purchase to the store

2. How can a consumer make his or her complaint more effective, according to the passage?

A) Explain exactly what is wrong with the item.

B) Threaten to take the seller to court.

C) Make polite and general statements about the problem.

D) Avoid having direct contact with the store manager.

3. According to the passage, which of the following is suggested as the last alternative that consumers may turn to?

A) Complain to the store manager in person.

B) Complain to the manufacturer.

C) Write a complaint letter to the manager.

D) Turn to the Consumers’ Rights Protection Organization for help.

4. The phrase “live up to” in this context means ____.

A) meet the standard of

B) realize the purpose of

C) fulfill the demands of

D) keep the promise of

5．The passage tells us ____.

A) how to settle a consumer’s complaint about a faulty item

B) how to make an effective complaint about a faulty item

C) how to avoid buying a faulty item

D) how to deal with complaints from customers

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“does not live up to the manufacturer’s claims”中的live up to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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3 大学英语四级阅读理解试题及答案（四） 十六 Trees should only be pruned when there is a good and clear reason for doing so and , fortunately,the number of such reasons is small. Pruning involves the cutting away of obergrown and unwanted branches, and the inexperienced gardener can be encouraged by the thought that more damage results from doing it unnecessarily than from leaving the tree to grow in its own way. First, pruning may be done to make sure that trees have a desired shape or size. The object may be to get a tree of the right height, and at the same time to help the growth of small side branches which will thicken its appearance or give it a special shape. Secondly, pruning may be done to make the tree healthier. You may cut diseaed or dead wood, or branches that are rubbing against each other and thus cause wounds. The health of a tree may be encouraged by removing branches that are blocking up the centre and so preventing the free movement of air. One result of pruning is that an open wound is left on the tree and this provides an easy entry for disease, but itis a wound that will heal. Often there is a race between the healing and the desease as to whether the tree will live or die, so that there is a period when the tree is at risk. It should be the aim of every gardener to reduce which has been pruned smooth and clean, for healing will be slowed down by roughness. You should allow the cut surface to dry for a few hurs and then paint it with one of the substances available from garden shops produced especially for this purpose. Pruning is usually without interference from the leaves and also it is very unlikely that the cuts yu make will bleed. If this does happen,it is, of course,impossible to paint them properly. 1.Pruning should be done to ______. a.make the tree grow taller

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大学英语四级考试快速阅读技巧 一.测试目的 快速阅读，顾名思义，它的目的在于测试考生单位时间当中的阅 读量，其实四级对速度的考查是近几年一直延续的一种结果。同时， 在解答题目方面，快速阅读并不强调一定要像精读文章那样通篇认真 研究，相反，快速阅读题目更强调测试考生在实践语言环境中查询有 效信息的能力，这也反映出四六级考试试图提升考生实际应用能力的 改革方向。 二.测试形式 快速阅读要求考生在15 分钟内完成一篇1100字左右的文章和后面的 10 道题。前面 7 个题是判断正误（包括NG），后 3 个是填空题填根据阅读的理解，填三到四个单词( 答案基本都是原文中出现的原 词)。快速阅读的文章一般分为小标题+题目和无小标题+题目两种类型。该题型需要通过略读和寻读法，乃至文章逻辑关系、标点符号等方面的综合运用，实现对随后的题目有效的判断和填写。 三.基本要求 1. 快速阅读的文章基本都是专业题材的文章，很多考生可能会觉得 很陌生，但是对于 CET-4 的快速阅读开始来说，只要求考生

对题目所提到的信息在原文中能够找到即可，只是有时需要简 单的同义词替换。 2. 略读（ Skimming）和寻读（ Scanning ）的能力在大学英语四级考试中显得尤为重要。 3. 快速阅读要求考生的阅读速度是每分钟 110-140 词。 四.快速阅读方法 1.推测（prediction） 阅读正文前，就标题（如果有标题的话）来合理推测资料的 大概内容，也可在读了一段之后预测下段内容。这对快速理解和 整体把握文章内容以及推测出生词的词义范围有积极的意义。 2.读关键词句（key words and topic sentences） 在对文章的整体内容有了基本认识的基础上，我们学会抓主 要的词句，找出段落中的主题句，从而正确领会文章的主要内容。3.略读(skimming) 略读又称跳读 (reading and skipping)或浏览(glancing)，是一种专门的，非常实用的快速阅读技能。 所谓略读，是指以尽可能快的速度阅读，如同从飞机上鸟瞰(bird ’s eye view ) 地面上的明显标志一样，迅速获取文章大意或中心思想。换句话说，略读是要求读者有选择地进行阅读，可跳过某些细节，以求抓住文章的大概，从而加快阅读速度。据统计，训练有素的略读者(skimmer) 的阅读速度可以达到每分钟 3000 到 4000 个词。