填空题

When a consumer finds that an item she or he bought is faulty or does not (26) the manufacturer’s claim for it, the first step is to present the (27) at the store. 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 (28) method used by many consumers is to complain (29) 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 (30) , if he or she has a just claim. Consumers should go to the store of purchase to complain whenever possible, but if they cannot get to the store, it (31) phone or write the complaint in a letter. Complaining is usually most (32) when it is done politely but firmly, and especially when the consumer can show 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 (33) statements. 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 firmly as possible. But if a polite complaint does not achieve the (34) 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 public organisation (35) protecting consumers’ rights. When a consumer finds that an item she or he bought is faulty or does not (26) the manufacturer’s claim for it, the first step is to present the (27) at the store. 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 (28) method used by many consumers is to complain (29) 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 (30) , if he or she has a just claim. Consumers should go to the store of purchase to complain whenever possible, but if they cannot get to the store, it (31) phone or write the complaint in a letter. Complaining is usually most (32) when it is done politely but firmly, and especially when the consumer can show 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 (33) statements. 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 firmly as possible. But if a polite complaint does not achieve the (34) 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 public organisation (35) protecting consumers’ rights.