[简答题]Passage Five

Complaining about faulty goods or bad service is never easy. Most people dislike making a fuss. But if something you have bought is faulty or does not do what was claimed for it, you are not asking for a favour to get it put right. It is the shopkeeper’s responsibility 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 you may have. Ask to see the owner in a large store. In a small store the assistant may also be the owner so 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

[单项选择]Passage 1 Complaining about faulty goods or bad service is never easy．Most people dislike making a fuss．But if something you have bought is faulty or does not do what was claimed for it, you are not asking for a favor to get it put right．It is the shopkeeper’s responsibility 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. Complaints should be made to a responsible person．Go back to the shop where you bought the goods, taking with you any receipt you may have．If you telephone, ask the name of the person who handles your enquiry, otherwise you may never find out who is to deal with the complaint later. Even the bravest person finds it difficult to stand up in a 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
A. he dislikes causing a fuss
B. the article does not do what was claimed for it
C. he wants to ask for a favor
D. he was at fault in buying the article

[简答题]

Complaining about faulty goods or bad service is never easy. Most people dislike making a fuss. But if something you have bought is faulty or does not do what was claimed for it, you are not asking for a favour to get it put right. It is the shopkeeper’s responsibility 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 you may have. Ask to see the owner in a large store. In a small store the assistant may also be the owner so 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