注：1.A、B、C是窜段选项
2.提交保单或有力证明是文章中第一段就提到的the first step
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.
32. If a consumer wants a quick settlement of his problem, it's better to complain to ________.
A) a shop assistant B) the manufacturer
C) the store manager D) a public organization
注：级别越高，解决问题越快
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.
34. The phrase "live up to"(Para. 1, Line 2) in the context means ________.
A) meet the standard of B) realize the purpose of
C) fulfill the demands of D) keep the promise of
注：词汇题。
1.or 前后两部分意思相近：faulty 产品有问题/不符合厂家宣称质量
2.采用代入法，将选项代替文中的 live up to ，找到符合句义的选项
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.
35. The passage tells us _________.
A) how to settle a consumer's complaint about a faulty item
B) how to make an effective complaint about a faulty item
C) how to avoid buying a faulty item
D) how to deal with complaints from customers
注：1.主题题，有效投诉
2.其他的选项都是从商场的角度，而文章是从消费者的角度来写的。
Questions 21 to 25 are based on the following passage:
21. Which of the following best characterizes the main feature of the nursing system at Beth Israel Hospital?
A) The doctor gets more active professional support from the primary nurse.
B) Each patient is taken care of by a primary nurse day and night.
C) The primary nurse writes care plans for every patient.
D) The primary nurse keeps records of the patient's health conditions every day.
22. It can be inferred from the passage that _________.
A) compared with other hospitals nurses at Beth Israel Hospital are more patient
B) in most hospitals patient care is inadequate from the professional point of view
C) in most hospitals nurses get low salaries
D) compared with other hospitals nurses have to work longer hours at Beth Israel Hospital
