When a consumer finds that an item she or he bought is faulty or in some other way does no

第1题

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 （）.

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 their written proof of the purchase to the store

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第2题

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

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第3题

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.

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第4题

Scientists find that hard-working people live longer than average men and women. Career wo

men are healthier than housewives. Evidence shows that the jobless are in poorer health than jobholders. An investigation shows that whenever the unemployment rate increases by 1%, the death rate increases by 2%. All this comes down to one point: work is helpful to health.

Why is work good for health？ It is because work keeps people busy away from loneliness. Researches show that people feel unhappy, worried and lonely when they have nothing to do. Instead, the happiest are those who are busy. (76) Many high achievers who love their careers feel that they are happiest when they are working hard. Work serves as a bridge between man and reality. By work people come into with each other. By collective activity they find friendship and warmth. This is helpful to health. The loss of work means the loss of everything. It affects man spiritually and makes him ill.

Besides, work gives one a sense of fulfillment and a sense of achievement. Work makes one feel his value and status in society. When a writer finishes his writing or a doctor successfully operates on a patient or a teacher sees his students grow, they are happy beyond words.

(77) From the above we can come to the conclusion that the more you work the happier and healthier you will be. Let us work hard and study and live a happy and healthy life.

The underlined word "average" in Paragraph 1 means ______.

A．healthy

B．lazy

C．ordinary

D．poor

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第5题

Advertisement can be thought "as the means of making known in order to buy or sell goods o

r services". Advertisement aims to increase people's awareness and arouse interest. It tries to inform. and to persuade. The media are all used to spread the message. The press offers a fairly cheap method, and magazines are used to reach special sections of the market. The cinema and commercial radio are useful for local market. Television, although more expensive, can be very effective. Public notices are fairly cheap and more permanent in their power of attraction. Other ways of increasing consumer interest are through exhibitions and trade fairs as well as direct mail advertisement.

There can be no doubt that the growth in advertisement is one of the most striking features of the western world in this century. Many businesses such as those handling frozen foods, liquor, tobacco and medicines have been built up largely by advertisement.

We might ask whether the cost of advertisement is paid by the producer or by the customer. Since advertisement forms part of the cost of production, which has to be covered by the selling price, it is clear that it is the customer who pays for advertisement. However, if large scale advertisement leads to increased demand, production costs are reduced, and the customer pays less.

It is difficult to measure exactly the influence of advertisement on sales. When the market is growing, advertisement helps to increase demand. When the market is shrinking, advertisement may prevent a bigger fall in sales than would occur without its support. What is clear is that businesses would not pay large sums for advertisement if they were not convinced of its value to them.

Advertisement is often used to ______.

A．deceive customers

B．increase production

C．arouse suspicion

D．push the sale

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第6题

People often speak of fire as though it were a living creature--It grows, dances, needs ox

ygen, feeds on whatever it can find, and then dies. And when a forest fire rages out of control, threatening human lives and homes, it must be fought like a "wild animal." The fight is often desperate, since firefighters' best efforts may be dwarfed by the fury of a large fire. But the fire's own traits can be used against it.

The heated air above a fire rises in a pillar of smoke and burnt gases, pulling fresh air in from the sides to replace it. Firefighters use this fact when they "fight fire with fire." They start a fire well in front of the one which they are fighting. Instead of traveling on in front of the huge fire, the smaller fire is pulled back toward it by the updrafts of the larger blaze. As it travels back to meet the large fire, the smaller backfire burns away the fuel that the forest fire needs to survive.

Even when a backfire has been well set, however, the fire may still win the struggle. The wind which the firefighters used to help them may now become their enemy. When the backfire meets the main fire, before both die for lack of fuel, there is tremendous flame, great heat and wild winds. A strong gust may blow the fire into the treetops beyond the area, giving the fire new fuel and a new life.

This passage focuses on ______.

A．how fires start

B．damage caused by fire

C．the fascination of fire

D．fighting forest fires

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第7题

Many visitors finds the fast pace at which American people move very troubling. One's first impression is likely to be that everyone is in a rush. City people always appear to be hurrying to get where they are going and are very impatient if they are delayed even for a short moment.

At first, this may seem unfriendly to you. People will push past you as they walk along the street. You will miss smiles, brief conversations with people as you shop or dine away from home. Do not think that because Americans are in such a hurry they are unfriendly. Often, life is much slower outside the big cities, as is true in other countries as well.

Americans who live in cities often think that everyone is equally in a hurry to get things done; just as city people do in Tokyo, Singapore or Paris, for example. But When they discover that you are a stranger, most Americans become quite kindly and will take great care to help you. If you need help and say, "I am a stranger here. Can you help me？' Most people will stop, smile at you, and help you find you way or answer your questions. Occasionally, you may find someone too busy or perhaps too rushed to give you help. If this happens, do not be discouraged (气馁); just ask someone else. Most Americans enjoy helping a stranger.

Many people who first visit the United States will find that（）.

A.America is a highly developed country

B.Americans are impatient and unfriendly people

C.the fast pace in American life often causes much trouble

D.American city people seem to be always in a rush

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第8题

There 【B1】______ a king who had twelve beautiful daughters. They 【B2】______ in twelve beds

all in one room and when they went to bed, the 【B3】______ were shut and locked up. 【B4】______ , every morning 【B5】______ shoes were found to be quite worn through as if they had been danced in all night. Nobody could 【B6】______ how it happened, or 【B7】______ the princesses had been.

So the king made it 【B8】______ to all that if any person could discover the 【B9】______ and find out where it was that the princesses danced in the 【B10】______ , he would have the 【B11】______ he liked best to take as his wife, and would be king 【B12】______ his death. But whoever tried and did not succeed, after three days and nights, would be 【B13】______ to death.

A prince from a nearby country soon came. He was well entertained, and in the evening was taken to the chamber (大房间) next 【B14】______ the one where the princesses lay in their twelve 【B15】______ .There be was to sit and 【B16】______ where they went to dance; and, in order 【B17】______ nothing could happen without him hearing it, the door of his 【B18】______ was left open. But the prince soon went to sleep; and when he 【B19】______ in the morning he found that the princesses had all been dancing, 【B20】______ the soles of their shoes were full of holes.

【B1】

A．was

B．were

C．is

D．are

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第9题

Wise buying is a positive way in which you can make your money go further. The【C1】______go

about purchasing an article or a service can actually【C2】______you money or can add【C3】______the cost.

Take the【C4】______example of a hairdryer.

If you are buying a hairdryer, you might【C5】______that you are making the【C6】______buy if you choose one【C7】______look you like and which is also the cheapest【C8】______price. But when you get it home you may find that it【C9】______twice as long as a more expensive【C10】______to dry your hair. The cost of the electricity plus the cost of your time could well【C11】______your hairdryer the most expensive one of all.

So what principles should you【C12】______when you go out shopping？

If you【C13】______your home, your ear or any valuable【C14】______in excellent condition, you'll be saving money in the long【C15】______

Before you buy a new【C16】______, talk to someone who owns one. If you can, use it or borrow it to check if it suits your particular【C17】______

Before you buy an expensive【C18】______, or a service, do cheek the price and【C19】______is on offer. If possible, choose【C20】______three items or three estimates.

【C1】

A．form

B．fashion

C．way

D．method

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第10题

A king once 【B1】 seriously ill. His doctors and wise men tried cure 【B2】 cure. But nothing

【B3】. They were ready to 【B4】 hope when the king's old servant spoke up. He said, "If you can find a happy man, take the shirt from his back and 【B5】 it on the king, then he will 【B6】 "So the king's officials rode 【B7】 throughout the kingdom, yet nowhere 【B8】 a happy man. No one seemed 【B9】; everyone had some complaints. If a man was rich, he never had enough. If he was not rich, it was someone else's 【B10】. If he was 【B11】, he had a bad mother-in-law. If he had a good mother-in-law, he was catching a cold. Everyone had something to complain about. 【B12】, one night the king's own son was passing a small cottage 【B13】 he heard someone say, "Thank you. I've finished my daily labor, and helped my fellow man. My family and I have eaten our fill, and now we can 【B14】 and sleep in peace. 【B15】 more could I want？" The prince was very happy 【B16】 a happy man at last. He gave 【B17】 to take the man's shirt to the king, and pay the 【B18】 as much money as he 【B19】. But when the king's officials went into the cottage to take the happy man's shirt 【B20】 his back, they found he had no shirt at all.

【B1】

A．fell

B．felt

C．feel

D．fall

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第11题

？Read the following article about job interviews and the questions below the passage.？For

？Read the following article about job interviews and the questions below the passage.

？For each question (13—18), mark one letter (A, B, C or D) on your Answer Sheet for the answer you choose.

Making the Right Impression

The first thing to remember when you go for a job interview is that this is not a one-sided affair. Treat it as you would do in a negotiation. After all, both you and the prospective employer are selling something. If you approach an interview with the attitude of "any job will do", the interviewer will realize that immediately. If the job is worth anything, you won't get it.

You should prepare yourself for an interview just as you would do for a negotiation. Find out as much as you can about the company and the person who is to interview you. Don't be caught unawares. Go to the Internet and look at the company's website. Compare it with that of its competitors. Alternatively, look at the Yellow Pages or trade magazines to see how they advertise themselves. Make enquiries at the Chamber of Commerce and other relevant organizations. Find out at least a little about the sector se that you can ask interesting questions.

Think of and note down your strengths and the opportunities that lie ahead. No matter how high unemployment is, regardless of how miserable you are in your current job, it's always an advantage to see things in a positive light. If you have little or no experience m a particular area, consider your capabilities in a similar area. Spend some time trying to imagine what type of employee the company is looking for and what makes you suitable for the job being advertised.

First impressions count, so look good and feel good before you go. Choose clothes that make you feel confident, Find out what clothes may put the interviewer off. Ensure you arrive at the interview with time to spare. According to more than one recruitment agency we spoke to. interviewees must understand the importance not only of their personal appearance but also of their body language. During the interview, breathe calmly and try not to appear too nervous. Look the interviewer in the eye and adopt similar body language to theirs. Smile and feel relaxed, enthusiastic and assertive. Remember one thing, though: assertive does net mean aggressive.

Don't just answer "yes" or "no" to questions. Treat every question as an opportunity to demonstrate that you are suitable for the job, but remember to stick to the point. When asked about your interests, include group as well as individual activities/hobbies. Be on the lookout for tricky questions about your personal life. You don't need to lie; just sell yourself in the best light. This is something the interviewee needs to be able to do as well. You have the right to find out whether or not you want to work for the company. Furthermore, your interest in the nature of the Comply and how it is nm may well end up being your big selling point.

In job interviews, candidates tend to ignore the fact that

A．they are at a disadvantage.

B．they are buying and selling at the same time.

C．an interview is like a presentation.

D．the interviewer will be realistic.

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