3. When a consumer finds that an item she or he bought is faulty or in some other way doesn't live up to the manufacture's claim for it, the first step is to present the warranty (保單), 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 favour, assuring 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(立體聲音響) does not work. ”

　　1. The possible meaning of the phrase“l(fā)ive up to”(line 2, para. 1) may be ________.

　　A. to make up to consumers

　　B. to keep to the high standards of

　　C. to be the best compared with others

　　D. to stand for salesmen's benefits

　　2. If a consumer finds what she or he bought doesn't live up to the manufacture's claim for it, ________.

　　A. presenting the warranty is the only way to settle the problem

　　B. there are many ways for the consumer to gain satisfaction

　　C. the first thing to do is to threaten to take the matter to court

　　D. what she or he should do is to keep silent

　　3. If a consumer complain in person to the store manager，__________.

　　A. it's possible to settle the problem in the consumer's favour

　　B. the consumer can surely get the compensation

　　C. the salesgirl is surely scolded by the manager

　　D. the consumer is surely refused

　　4. The most effective complaint can be made ________.

　　A. in a firm and exaggerated way

　　B. by presenting specific information as to what is wrong

　　C. by making general statements

　　D. by complaining to the manager loudy and firmly

　　5. the main idea in this passage is about ________.

　　A. salesmen's strategies to satisfy consumers

　　B. consumers' strategies to get the most from the store

　　C. how to buy satisfactory goods

　　D. how to protect consumers' rights