You will hear 3 conversations or talks and you must answer the
questions by choosing A, B, C or D. You will hear the recording ONLYONCE.
Questions 11—14 are based on the
following talk.
When a consumer finds that his purchase has a fault in it, what is the first thing he should do
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.