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 demonstrate what is wrong with the item in question.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 firmly as possible.If a polite complaint does not achieve the desired result,the consumer can go a step farther.She or he can threaten to take the seller to court or report the seller to a private or public organization responsible for protecting consumers'rights. 21.When a consumer finds that his or her purchase has a fault in it,the first thing they 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 some written proof of the purchase to the store 22.If a consumer wants a quick settlement of the problem,it's better to complain to A.a shop assistant B.the store manager C.the manufacturer D.a public organization 565store 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 sett1ed 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 especia11y when the consumer can demonstrate what is wrong with the item in question. 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 a11 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 shou4f do this, stating the complaint as politely and firmly as possible. If a polite complaint does not achieve the desired result , the consumer can go a step farther. She or he can threaten to take the se11er to court or report the seller to a private or public organization responsible for protecting consumers' rights. 21. When a consumer finds that his or her purchase has a fault in it , the first thing they should do is to A. complain persona11y 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 some written proof of the purchase to the store 22. If a consumer wants a quick settlement of the problem , it' s better to complain to A. a shop assistant C. the manufacturer B. the store manager D. a public organization 565