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 （）.

When a consumer finds that an item she or he bought is faulty or in some other 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 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

Customer service is the service or care that a consumer receives before,during and ater a purchase. It's one of the factorsthat come in to play when a consumer is delermining buying value,the other is the qualtly of the product or service thatisbeingConsumers oten must encounter an experience to not only be a satistled cutomer,but a loyal customer. Customer serviceis a part of that experience.Top notch service will createand a rturning customer,which is what we all must strive forExcellent customer service isto businesses today It's a component that is oten missing,unfortunatly Howdo you provide great customer service? Always make your customeraGreet them in a friendly manner,whetherthat be via telephone. email or in person.Let them know you are there 10 help and that you wl ake care of them not only belore the sal but ater as wel ATer lnathriving business customers are notit's a requirement for businesses to survive.

Over the past decade,many companies had perfected the art of creating automatic behaviors-
Over the past decade, many companies had perfected the art of creating automatic behaviors-habits-among consumers. These habits have helped companies earn billions of dollars when customers eat snacks or wipe counters almost without thinking, often in response to a carefully designed set of daily cues.
"There are fundamental public health problems, like dirty hands instead of a soap habit, that remain killers only because we can't figure out how to change people's habit," said Dr. Curtis, the director the Hygiene Center at the London School of Hygiene & Tropical Medicine. " We wanted to learn from private industry how to create new behaviors that happen automatically. "
The companies that Dr. Curtis turned to-Procter & Gamble, Colgate-Palmolive and Unilever-had invested hundreds of millions of dollars finding the subtle cues in consumers' lives that corporations could use to introduce new routines.
If you look hard enough, you'll find that many of the products we use every day-chewing gums, skin moisturizers, disinfecting wipes, air fresheners, water purifiers, health snacks, teeth whiteners, fabric softeners, vitamins are results of manufactured habits. A century ago, few people regularly brushed their teeth multiple times a day. Today, because of shrewd advertising and public health campaigns, many Americans habitually give their pearly whites a cavity- preventing scrub twice a day, often with Colgate, Crest or one of the other brands.
A few decades ago, many people didn't drink water outside of a meal. Then beverage companies started bottling the production of far-off springs, and now office workers unthinkingly sip bottled water all day long. Chewing gum, once bought primarily by adolescent boys, is now featured in commercials as a breath freshener and teeth cleanser for use after a meal. Skin moisturizers are advertised as part of morning beauty rituals, slipped in between hair brushing and putting on makeup.
"Our products succeed when they become part of daily or weekly patterns", said Carol Berning, a consumer psychologist who recently retired from Procter & Gamble, the company that sold $76 billion of Tide, Crest and other products last year. "Creating positive habit is a huge part of improving our consumers' lives, and it's essential to making new products commercially viable. "
Through experiments and observation, social scientists like Dr. Berning have learned that there is power in tying certain behaviors to habitual cues through ruthless advertising. As this new science of habit has emerged, controversies have erupted when the tactics have been used to sell questionable beauty creams or unhealthy foods.
According to Dr. Curtis, habits like hand washing with soap______.
A．should be further cultivated
B．should be changed gradually
C．are deeply rooted in history
D．arc basically private concern

- I can't find my mobile phone. I'm sure it's in this room.- () . I'll call you with my phone. When it rings, you can follow the sound.

When we listen for a particular purpose, to find information we need to know, the kind of listening we are involved in is called _______ listening.
A. central
B. focused
C. bottom-up
D. top-down

听力原文：In the field of marketing, consumer goods are classed according to the way in whi
听力原文： In the field of marketing, consumer goods are classed according to the way in which they are purchased. The two main categories are convenience goods and shopping goods. Two lesser types are specialty goods and unsought goods.
People do not spend much time shopping for convenience items such as groceries, newspapers, toothpaste, razor blades, aspirin, and candy. The buying of convenience goods may be done routinely, as some families buy groceries once a week. Such regularly purchased items are called staples. Sometimes convenience products are bought on impulse, for example, someone has a sudden desire for an ice cream sundae on a hot day. Or they may be purchased as emergency items.
Shopping goods are items for which customers search. They compare prices, quality, and styles, and may visit a number of stores before making decisions. Buying an automobile is often done this way.
Shopping goods fall into two classes: those that are perceived as basically the same and those that are regarded as different. Items that are looked upon as basically the same include such things as home appliances, television sets, and automobiles. Having decided on the model desired, the customer is primarily interested in getting the item at the most favorable price. Items regarded as inherently different include clothing, furniture, and dishes. Quality, style. and fashion will either take precedence over price, or they will not matter at all.
Specialty goods have characteristics that impel customers to make special efforts to find them. Price may be no consideration at all. Specialty goods can include almost any kind of product. Normally, specialty goods have a brand name or other distinguishing characteristics.
Unsought goods are items a consumer does not necessarily want or need or may not even know about. Promotion or advertising brings such goods to the consumer's attention. The product could be something new on the market or it may be a fairly standard service, such as life insurance, for which most people will usually not bother shopping.
According to the speaker, what are convenience goods？
A．Commodities that people are in constant need of.
B．Goods that are convenient to use or purchase.
C．Items that people tend to buy under impulse.
D．Items that have to be bought once a week.

请帮忙给出正确答案和分析，谢谢！

Which of the following sentences has a formal subject（形式主语)？A．It was 5 o"clock when he
Which of the following sentences has a formal subject(形式主语)？
A．It was 5 o"clock when he came here.
B．It is no use trying it again.
C．It was yesterday that I met her.
D．I find it easy to get on with her.

请帮忙给出正确答案和分析，谢谢！

How does the current dollar affect the life of ordinary Americans？A.They have to cancel
How does the current dollar affect the life of ordinary Americans？
A.They have to cancel their vacations in New England.
B.They find it unaffordable to dine in morn-and-pop restaurants.
C.They have to spend more money when buying imported goods.
D.They might lose their jobs due to potential economic problems.

请帮忙给出正确答案和分析，谢谢！

If you want your product description appealing and informative, write your article linking features and benefits first. It's often not enough to just list the features of a product as your audience may not always understand them. Use {A. description; B. descriptive; C. described} language to convey how any one feature will benefit the buyer and {A. how; B. what; C. who} purchasing the item will make the consumer's life easier. Potential buyers want to know what the product will do for them.Second, use clear and decisive language. It's important when writing product descriptions to be concise. Use common language and terms that are easy to{A. remember; B. write; C. understand}. Clearly describe the product without{A. to get; B. get; C. getting} too technical or boring so the reader stays engaged. Last but not the least, include a call-to-action. The best product descriptions always{A. ask to; B. ask for; C. asking} a sale. Be creative and encourage the potential buyer to purchase your product by telling them exactly how to do it.

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。Building a house c
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。
Building a house costs quite a lot of money.Suppose you plan to build a house.Your first step will be to find a right piece of land.Your choice will depend on many different things.You will probably try to find a sunny place, with pleasant surroundings(环境) near shops and bus stops, not too far from your friends and the place where you work.
Next you will find a good builder, and together with the builder you will work out a plan.The builder will draw the plan.It will show the number of rooms, their position and size, and other parts, which must be noticed, such as windows, doors, and electric outlets.The builder will work out how much money is needed to build your house.He will work out the cost of the wood, bricks, the glass, and everything else that must be used in building the house.Later on, when he starts to build, this estimate(预算)must be corrected and revised(修订).His estimate is based on existing prices, but prices of such things may change, and many other things may happen between the time when he makes the estimate and the time when he builds the house.
When the builder gives his estimate, you may wish to change your plan.(You may also wish to change your builder, if his estimate is too high!)You may find that the house you wanted at first costs too much, or that you can spend a little more and add something to your plan.The builder's estimate depends on the plan, but the final plan depends on the builder's estimate.
1.The best title of this passage would be “
A.Building a House Costs Much Money
B.Estimate Is Important
C.Planning a House
2.The first thing for a person to build a house is
A.to get as much money as possible
B.to find a suitable piece of land
C.to work out a plan
3. The phrase “draw a plan” in this passage means
A.making a picture of a building or a room
B.making a plan
C.working out a plan
4.When the builder starts to build a house, his estimate will have to be corrected and revised because
A.it is wrongly worked out by a workman
B.the future owner of the house thinks the estimate is so high that he cannot afford the building.
C.The prices of building materials and the expenses(费用)of labor may be different from the
original prices and expenses
5.What is the relationship(关系)between the estimate and the plan？
A.The plan depends on the estimate.
B.The plan has nothing to do with the estimate.
C.The estimate and the plan depend on each other.