When a consumer finds that an item she or he bought is faulty or does not live up to the manufacturer’s (26) ______for it, the first step is to present the guarantee at the store of purchase. In most cases, this action will (27) ______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 (28) ______, the faster he or she can expect it to be settled. In such a case, it is usually settled in the consumer’s favor, (29) ______ he or she has a just claim.
Consumers should complain in (30) ______ whenever possible, but if they cannot get to the place of purchase, it is (31) ______ to phone or write the complaint in a letter. Complaining is usually most effective when it is done politely but (32) ______, and especially when the consumer can demonstrate what is wrong with the item in (33)_________. If this cannot be done, (34) ______________________________________..The store manager may advise the consumer to write to the manufacturer. If so, (35) _______________________________________. But if a polite complaint does not achieve the desired result, the consumer can go a step further. (36)_________________________________________________.
答案及解析：
Section A
11. W: Look at the mess! And the guests will be here soon!
M: Take it easy. I’ll make sure the house is spotless.
Q: What does the man mean?
【解析】选[A]。男士说他肯定会让屋子干干净净的，也就是他会打扫屋子的，选项[A]符合题意。spotless意为“一尘不染的，干净的”。选项[B]、[C]误解了对话中的take it easy。
12. M: Is the next game going to be held at our stadium or theirs?
W: Do you really think it will make much of a difference with a losing record like ours?
Q: What does the woman imply?
【解析】选[C]。女士说对我们这样一直保持失败记录的队伍来说，比赛在什么地方举行有很大不同吗?言下之意是他们的队伍终将失败，也就无所谓在什么地方举行比赛了，故选项[C]符合题意。
13. M: Mum, I got a part-time job at the supemp3arket. Three hours a day weekday and all day Saturday.
W: Congratulations!But are you sure you can handle it? What about homework?
Q: What’s the woman worried about?
【解析】选[B]。母亲第一次使用疑问语气，反映出她对儿子能否兼顾工作和学习的担心。第二次疑问则突出反映了她对儿子学习的忧虑，故选[B]。
14. W: You see, there are too many people here. Let’s go to some other places.
M: All right. But cold weather in December cannot keep people away from the busy shops.
Q: What does the man mean?
【解析】选[B]。女士说这里人太多了，到其他地方去看看吧。男士说，没问题，但是12月的冷天也不能阻挡人们来这些热闹的商店，言下之意是尽管12月的天气很冷，逛商店的人仍然会多，故选项[B]符合题意。
15. W: Your exam is over, isn’t it? Why aren’t you cheerful?
M: Oh, I don’t know. It isn’t that the questions were too hard, but I always feel uneasy when the exam doesn’t seem to have much to do with the book.
Q: What was the man’s opinion of the exam?
【解析】选[B]。在but后男士提到试卷与书的联系不大时，他就总觉得不安。选项[B] 是对此的同义转述。对话提到...it isn’t that the questions were too hard, 意思是这些问题其实并不难。由此可以排除选项[A]、[D]。[C]项中time(考试时间)在对话中没有提及。
16. W: What do you think of the movie?
M: It was worth neither the time nor the money.
Q: What does the man mean?
【解析】选[B]。“neither...nor...”结构是对两个内容的否定，也就是说时间和钱花得都不值，言外之意就是这部电影根本不值得一看。
17. M: Good afternoon. I’m Mr. Jackson. I answered your ad for an experienced advertising executive.
W: Oh, yes, Mr. Jackson. Won’t you have a seat? The manager will see you shortly.
Q: What do we learn about Mr. Jackson?
【解析】选[D]。男士来应聘广告上说的有经验的广告主管职位。女士说经理马上就会见他。关键词是experienced(有经验的)、see you(会见)，另外前面的ad指报纸上的招聘广告，后面的advertising executive指的是广告主管职位，选项[D] 符合题意。
18. M: Excuse me, would you please tell me when the next flight to Los Angeles is?
W: Sure. The next direct flight to Los Angeles is two hours from now, but if you do not mind transferring at San Francisco you can board now.
Q: What can we learn from the conversation?
【解析】选[D]。the next flight、direct flight(直达航班)、transferring(转机，换乘)构成了“在机场咨询航班情况”的特定场景。由女士所说的if you do not mind transferring at san Francisco you can board now可知答案为[D]。
Conversation One
W: Can I help you?
M: Yes, I’m looking for a book on the presidential election system in the United States.
W: Well, all of our textbooks are arranged by subject and course number in the back of the store. Is this a required text for one of the University’s political science courses?
M: No, it isn’t. I’ve already looked through all the political science books in the back, but the ones I saw only had a few pages, at most, on the topic.
W: How about the paperback section? There may be something there.
M: Okay.
W: Or better yet, you should try looking in Books in Print.
M: I’ve never heard of that. What is it?
W: It’s an index that lists all of the books currently available from publishers. If you have a specific book in mind, you can look under the author’s last name.
M: But I don’t.
W: Then look directly under your subject, presidential elections.
M: What happens if I find a book I want?
W: Well, if it’s not in stock, we can order it for you.
Questions 19 to 21 are based on the conversation you have just heard.
19. What is the man looking for?
【解析】选[B]。男士说“I’m looking for a book on the presidential election system...”，后来说到“I’ve already looked through all the political science books”，由此可以推断，a book on the presidential election system属于the political science books。因此，他要寻找的是[B] A political science book。
20. Where does the woman first direct the man to?
【解析】选[C]。当男士说需要一本关于总统选举体制的书时，女士以为他说的是textbook，于是马上说“all of our textbooks are ...in the back of the store”。因此，选项[C]符合题干要求。
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