(C)
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(保单), 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 demonstrate what is wrong with the item in questions. 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.
11. 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
12. If a consumer wants a quick settlement of his problem, it's better to complain to ____.
A. a shop assistant B. the store manager
C. the manufacturer D. a public organization
13. The most effective complaint can be made by ____.
A. showing the faulty item to the manufacturer
B. explaining exactly what is wring with the item
C. saying firmly that the item is of poor quality
D. asking politely to change the item
14. The phrase "live up to" (Para. 1) in the context means ____.
A. meet the standard of B. realize the purpose of
C. fulfil the demands of D. keep the promise of
15. 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
Faces, like fingerprints, are unique. Did you ever wonder how it is possible for us to recognize people. Even a skilled writer probably could not describe all the features that make one face different from another. Yet a very young child--or even an animal, such as a pigeon--can learn to recognize faces, we all take this ability for granted.
We also tell people apart by how they behave. When we talk about someone's personality, we mean the ways in which he or she acts, speaks, thinks and feels that make that individual different from others.
Like the human face, human personality is very complex. But describing someone's personality in words is somewhat easier than describing his face. If you were asked to describe what a "nice face" looked like, you probably would have a difficult time doing so. But if you were asked to describe a "nice person", you might begin to think about someone who was kind considerate, friendly, warm, and so forth.
There are many words to describe how a person thinks, feels and acts. Gordon Allport, an American psychologist, found nearly 18,000 English words characterizing differences in people's behavior. And many of us use this information as a basis for describing, or typing, his personality. Bookworms, conservatives, military types--people are described with such terms.
People have always tried to "type" each other. Actors in early Greek drams wore masks to show the audience whether they played the villain's(坏人) or the hero's role. In fact, the words "person" and "personality" come from the Latin persona, meaning "mask". Today, most television and movie actors do not wear masks. But we can easily tell the "good guys" from the "bad guys" because the two types differ in appearance as well as in actions.
16. By using the example of finger prints, the author tells us that ____.
A. people can learn to recognize faces
B. people have different personalities
C. people have difficulty in describing the features of finger prints
D. people differ from each other in facial features
17. According to this passage, some animals have the gift of ____.
A. telling people apart by how they behave
B. typing each other
C. telling good people from bad people
D. recognizing human faces
18. Who most probably knows best how to describe people's personality?
A. The ancient Greel audience.
B. The movie actors.
C. Psychologists.
D. The modern TV audience.
19. According to the passage, it is possible for us tell one type of person from another because ____.
A. people differ in their behavioral and physical characteristics
B. human fingerprints provide unique information
C. people's behavior can be easily described in words
D. human faces have complex features
20. Which of the following is the major point of the passage?
A. Why it is necessary to identify people's personality.
B. Why it is possible to describe people.
C. How to get know people.
D. How best to recognize people.
一级建造师二级建造师二级建造师造价工程师土建职称公路检测工程师建筑八大员注册建筑师二级造价师监理工程师咨询工程师房地产估价师 城乡规划师结构工程师岩土工程师安全工程师设备监理师环境影响评价土地登记代理公路造价师公路监理师化工工程师暖通工程师给排水工程师计量工程师
执业药师执业医师卫生资格考试卫生高级职称执业护士初级护师主管护师住院医师临床执业医师临床助理医师中医执业医师中医助理医师中西医医师中西医助理口腔执业医师口腔助理医师公共卫生医师公卫助理医师实践技能内科主治医师外科主治医师中医内科主治儿科主治医师妇产科医师西药士/师中药士/师临床检验技师临床医学理论中医理论
