The most effective complaint can be made by ________.

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• 1If a consumer wants a quick settlement of his problem, it’s better to complain to ________.

  A.a shop assistant

  B.the store manager

  C.the manufacturer

  D.a public organization

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• 2When 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 or purchase

  D.show some written proof of the purchase to the store

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• 3According to Papousek, the pleasure babies get in achieving something is a reflection of ________.

  A.a basic human desire to understand and control the world

  B.the satisfaction of certain physiological needs

  C.their strong desire to solve complex

  D.a fundamental human urge to display their learned skills

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• 4The babies would “smile and bubble” at the lights because ________.

  A.the lights were directly related to some basic “drives”

  B.the sight of the lights was interesting

  C.they need not turn back to watch the lights

  D.they succeeded in “switching on” the lights

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• 5In Papousek’s experiment babies make learned movements of the head in order to ________.

  A.have the lights turned on

  B.be rewarded with milk

  C.please their parents

  D.be praised

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• 6The phrase “live up” (Par

  A.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

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• 7The 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

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• 8Designers and big stores always make money ________.

  A.by mercilessly exploiting women workers in the clothing industry

  B.because they are capable of predicting new fashions

  C.by constantly changing the fashions in women’s clothing

  D.because they attach great importance to quality in women’s clothing

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• 9To the writer, the fact that women alter their old-fashioned dresses is seen as ________.

  A.a waste of money

  B.a waste of time

  C.an expression of taste

  D.an expression of creativity

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• 10The writer would be less critical if fashion designers placed more stress on the ________ of clothing.

  A.cost

  B.appearance

  C.comfort

  D.suitability

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