Question

Directions: Read the following passage. Answer the questions according to the information given in the passage and the required words limit.  
Complaints should be made to a responsible person. Go back the the shop where you bought the goods, taking with you any receipt you may have. Ask to see the buyer in a larger 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.
Even the bravest person finds it difficult to complain face to face, 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 numbers, 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, shop, or organization. Be sure to keep copies of your own letters 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 this an attractive solution. In certain cases you may have the right to refuse the goods and ask for your money back, but this is only where 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 if you have suffered some special loss, if for example a new washing machine tears your clothes, you might receive money to replace them. If the shopkeeper offers you a credit note to be used to buy goods in the same shops but you would rather have money, say no. If you accept a credit note remember that later you will not be able to ask for your money. If the shopkeeper refuses to give you, ask for advice from your Citizens’ Advice Bureau before you accept a credit note. In some cases the shopkeeper does not have to give you your money back---if, for example, he changes an article simply because you don’t like it or it does not fit. He does not have to take back the goods in these circumstances.
小題1:When making a complaint, what had better you take with to see the person in charge?(No more than 8 words)  (2 marks)
__________________________________________________________________.
小題2:What are you advised to do if you are embarrassed to make a face-to-face complaint? (No more than 5 words) (2 marks)
__________________________________________________________________.
小題3:If you have not used the goods you make the complaint about, what are you likely to do?(No more than 14 words)  (3 marks)
__________________________________________________________________.
小題4:In what circumstance will you not get your money back? (No more than 7 words) (3 marks)
__________________________________________________________________.

Answer 1

小題1:Any receipt you may have.
小題2:Write a letter.   
小題3:To refuse the goods and ask for your money back.
小題4:If you accept a credit note.

試題分析：文章大意：文章講述如何抱怨，在不同的場合應當向不同的人抱怨。
小題1:細節題，根據文章第一段第二句Go back the the shop where you bought the goods, taking with you any receipt you may have.可以歸納出答案。
小題2:細節題。根據第第二段的首句Even the bravest person finds it difficult to complain face to face, so if you do not want to do it in person, write a letter.可以歸納出答案。
小題3:細節題。根據文章三段中的In certain cases you may have the right to refuse the goods and ask for your money back，故可以歸納出答案。
小題4:主旨題。根據文章第三段中If the shopkeeper refuses to give you, ask for advice from your Citizens’ Advice Bureau before you accept a credit note.可以歸納出答案。