第11题: [简答题]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. 参考答案: 答案解析:店主有责任认真对待投诉,更换或修理有毛病的商品,改进服务,因为他是与你订有协议的人。