题目内容
（请给出正确答案）
When complaining in person, you should
A．get a receipt for what you buy
B．speak to someone in authority
C．talk directly to the assistant
D．ask to see the buyer
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更多“When complaining in person, yo…”相关的问题
When a consumer finds that an item she or he bought is faulty or in some way does not live up to the manufacturer's claim for it, 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" the consumer takes 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 show what is wrong with the item he has bought. 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 advise the consumer to write to the manufacturer if so, the consumer should do this, stating the complaint as politely and as firmly as possible. But if a polite complaint does not achieve the desired result, the consumer can go a step further. She or he can threaten to take the seller to court or report the seller to a private or pubic organization responsible for protecting consumers' rights.
When a consumer finds that his purchase has a fault in it, the first thing he 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 their written proof of the purchase to the store
A simple and common method used by many consumers is to complain directly to the store manager. In general, the "higher up" the consumer takes 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 (立体声音响) does not work."
The store manager may advise the consumer to write to the manufacturer. If so, the consumer should do this, stating the complaint as politely and as firmly as possible. But if a polite complaint does not achieve the desired result, the consumer can go 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 consumers' rights.
When a consumer finds that his purchase has a fault in it, the first thing he 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
阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。
Imagine this situationA、you have bought a faulty item from a shop and you take {A. themB、B. itB、C. him} back to complain. You go directly to the shop assistant and tell them your problem. They say they cannot help you, {A. whichB、B. itB、C. that}makes you angrier, to the point perhaps where you start insulting the poor shop assistant. RESULTA、This will do you no {A. commentsB、B. interestsB、C. favours}, like getting any compensation, or even a refund. If you go directly to the first person you see within the organization you are complaining about, you may be wasting your time {A. asB、B. ifB、C. when} they may be powerless to take any action or provide you {A. toB、B. withB、C. for} a solution. So the important lesson to be learnt is to make sure firstly that you are speaking to the relevant person, the one who has the authority to make decisions.
Part A
Directions: Read the following three texts. Answer the questions on each text by choosing A, B, C or D. Mark your answers on ANSWER SHEET 1.
Americans who remember "the good old days" are not alone in complaining about the educational system in this country. Immigrants (移民) complain, too. Lately a German friend was filled with anger when he learned that the mathematics test given to his son on his first day as a college freshman included multiplication and division. Japanese businessmen in Los Angeles send their children to private schools staffed by teacher imported from Japan to learn mathematics at Japanese levels, generally considered at least a year more advanced than the level here.
But I wonder: If American education is so poor, why is it that this is still the country of innovation (创新) ？
When I was 12 in Indonesia, I had ko memorize the names of all the world's major cities, from Kabul to Karachi. At the same age, my son, who was brought up a Californian, thought that Buenos Aires was Spanish for good food. However, unlike children of his age in Asia and Europe, my son had studied creative geography. When he was only 6, he drew a map of the route that he traveled to get to school, including the streets, the traffic signs and the houses that he passed.
Dissatisfied American parents forget that in this country their children are able to experiment freely with ideas; without this they will not really be able to think Or to believe in themselves.
Critics of American education cannot grasp one thing: freedom. America, I think, is the only country that extends even to children the license to freely speak, write and be creative. Our public education certainly is not perfect, but it is a great deal better than any other. I think I have found the answer to my question.
From the text we learn that______.
A．both Americans and immigrants are dissatisfied with the quality of American education
B．the author shares the general idea that American education is worse than education in many other countries
C．Japanese schools in America require their American teachers to teach mathematics at Japanese levels
D．the author's German friend was a little displeased because the mathematics test for his son was too easy
The shopkeepers are complaining that business has been reduced to a () of what before the outbreak of war.
A fraction
B section
C portion
D trifle
Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:
Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.
Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.
Show that you care: Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behavior.
Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers.
The above guidelines are very useful in helping you successfully tackle all kinds of difficult situations in life. If you follow them, you are on your way to succeeding in your career.
21. Whom do angry customers tend to aim their dissatisfaction and complaints at？
A. Staff members.
B. Company managers.
C. Those who accompany them.
22. When a customer shouts rudely at you, you should().
A. arg1e back and protect yourself
B. keep quiet and leave the customer alone
C. keep calm and listen carefully to the customer
23. The underlined sentence “Use your ears more than your mouth” means().
A. Your mouth is not more important for you than your ears.
B. You should listen more than you speak.
C. You should talk more than you listen.
24. When dealing with an angry customer, which is NOT the right attitude？
A. Be concerned.
B. Be patient.
C. Be amused.
25. Which of the following statements is true according to the passage？
A. When the customers complain, you needn't listen carefully.
B. You needn't say sorry to those angry customers.
C. You should relax yourself and try to understand the angry customers.
A.By scaring the sheep.
B.By pretending to be a wol
C.By complaining to the villagers.
D.By calling out "Wolf! Wolf!" .
A.you’re complaining
B.you’re criticizing
C.are you complaining
D.are you criticizing
阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。
Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:
Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.
Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.
Show that you careA、Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behaviour.
Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers.
The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following them. If you follow the above tips, you are on your way to succeeding in your career.
1. At whom do angry customers tend to aim their dissatisfaction and complaints？ {A、B、C}
A. staff members
B. company managers
C. those who accompany them
2. When a customer shouts rudely at you, you should {A、B、C}.
A. argue back and protect yourself
B. keep quiet and leave the customer alone
C. keep calm and listen carefully to the customer
3. The underlined sentence “Use your ears more than your mouth” means {A、B、C}.
A. Your mouth is not more important for you than your ears.
B. You should listen more than you speak.
C. You should talk more than you listen.
4. When dealing with an angry customer, which is NOT the right attitude？ {A、B、C}
A. Be concerned.
B. Be patient.
C. Be amused.
5. Which of the following statements is true according to the passage？ {A、B、C}
A. When the customers complain, you needn’t listen carefully.
B. You needn’t say sorry to those angry customers.
C. You should relax yourself and try to understand the angry customers.
