Complaints(投诉) should be made to a respo

题目：

Complaints(投诉) should be made to a responsible person. Go back to the shop where you bought the goods, taking with you any receipt(收据) you may have. Ask to see the seller in a large store. In a small store the assistant may also be the owner so you can complain directly. In a chain store, ask to see the manager. If you telephone, ask the name of the person who handles your enquiry, otherwise you may never find out who deals with the complaint later.

Even the bravest person finds it difficult to stand up in a group of people to complain, so if you do not want to do it in person, write a letter. Stick to the facts and keep a copy of what you write. At this stage, you should give any receipt number, but you should not need to give receipts or other papers to prove you bought the article. If you are not satisfied with the answer you get, or if you do not get a reply, write to the managing director of the firm, store, or organization. Be sure to keep copies of your own letter and any you receive.

If your complaint is a just one, the shopkeeper may offer to replace or repair the faulty article. You may find it an attractive solution. In certain cases you may have the right to refuse the goods and ask for the money back, but this is when you have hardly used the goods and have acted at once. Even when you cannot refuse the goods you may be able to get some money back as well. And you have suffered some special loss, if, for example, a new washing machine tears your clothes, you might receive money to repair them.

60. The shoppers may make a complaint because ____.

A.they dislike causing a fuss(大惊小怪)

B.it doesn’t do what is claimed(要求) for it

C.the article is not up to standard

D.they are at fault in buying the article

61. If you write a letter to complain, _____.

A.it is important to keep a record of what you say

B.it is necessary to send receipts

C.say how you feel about the matter

D.ask what receipt numbers you should give

62. You can demand your money back only if ____.

A.the article cannot be replaced or repaired

B.you have gone back immediately

C.the article has not gone up in price since you bought it

D.the article has defects(缺陷)

63. You may be able to claim extra money when ____.

A.you have been hurt

B.you can’t find something special

C.damage has been caused by the faulty article

D.your clothes have been torn or lost