9．Complaints（投訴） should be made to a responsible person．Go back to the shop where you bought the goods，taking with you any receipt（收據(jù)） you may have．Ask to see the seller 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 pers on who handles your enquiry，otherwise you may never find out who deals 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 number，but you should not need to give receipts or other papers to prove you bought the article．If you are not satisfied with the answer you get，or if you do not get a reply，write to the managing director of the firm，store，or organization．Be sure to keep copies of your own letter and any you receive．
If your complaint is a just one，the shopkeeper may offer to replace or repair the faulty article．You may find it an attractive solution．In certain cases you may have the right to refuse the goods and ask for the money back，but this is when you have hardly used the goods and have acted at once．Even when you cannot refuse the goods you may be able to get some money back as well．And you have suffered some special loss，if，for example，a new washing machine tears your clothes，you might receive money to repair them．
56．The shoppers may make a complaint becauseB．
A．they dislike causing a fuss（大驚小怪）
B．it doesn't do what is claimed（要求） for it
C．the article is not up to standard
D．they are at fault in buying the article
57．If you write a letter to complain，A．
A．it is important to keep a record of what you say
B．it is necessary to send receipts
C．say how you feel about the matter
D．a(chǎn)sk what receipt numbers you should give
58．You can demand your money back only ifB．
A．the article cannot be replaced or repaired
B．you have gone back immediately
C．the article has not gone up in price since you bought it
D．the article has defects（缺陷）
59．You may be able to claim extra money whenC．
A．you have been hurt
B．you can't find something special
C．damage has been caused by the faulty article
D．your clothes have been torn or lost．

分析 文章講述如何抱怨，在不同的場合應(yīng)當(dāng)向不同的人抱怨．

解答 BABC
56  B   細(xì)節(jié)題．第一段中指出，"如果你買的東西有問題，或者名不副實，那么你要求找回公道并不算是一種乞求．"很顯然，選項B符合題意．A中的短語意思是大驚小怪，D是指顧客對購物這一行為本身不滿意，而不是對商品不滿意．
57  A  細(xì)節(jié)題．由第二段第一句話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．可知，如果你寫信進(jìn)行投訴，一定要對投訴信作個備份，故選A．
58   B  細(xì)節(jié)題．第三段第三句提到，"某些時候你有權(quán)拒絕調(diào)換商品，要求把錢退還給你，但條件是你幾乎還沒有使用該商品，而且在購物后很快就來投訴．"其他三個選項皆不符合題意．故選B．
59   C  細(xì)節(jié)題．由最后一段中And you have suffered some special loss，if，for example，a new washing machine tears your clothes，you might receive money to repair them．可知，如果你在使用不合格商品過程中受到損失或傷害，你可以要求商家承擔(dān)責(zé)任、要求索賠．故選C．

點評 考察學(xué)生的細(xì)節(jié)理解和推理判斷能力，做細(xì)節(jié)理解題時一定要找到文章中的原句，和題干進(jìn)行比較，再做出正確的選擇．在做推理判斷題不要以個人的主觀想象代替文章的事實，要根據(jù)文章事實進(jìn)行合乎邏輯的推理判斷．

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