When a consumer finds that an item she or he bought is faulty or does not li

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问题 When a consumer finds that an item she or he bought is faulty or does not live up to the manufacturer’s claim for it, the first step is to present the guarantee at the store. In most cases, this action will【B1】______results. However, if it does not, there are various means the consumer may use to gain【B2】______. 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【B3】______, the faster he or she can expect it to be settled. In such a case, it is usually settled in the consumer’s【B4】______, if he or she has a just claim. Consumers should go to the store of【B5】______to complain whenever possible, but if they cannot get to the store, it is【B6】______to phone or write the complaint in a letter. Complaining is usually most【B7】______when it is done politely but firmly, and especially when the consumer can show what is wrong with the【B8】______in question. If this cannot be done,【B9】______. The store manager may advise the consumer to write to the manufacturer. If so,【B10】______. But if a polite complaint does not achieve the desired result, the consumer can go a step further.【B11】______ [br] 【B3】

选项

答案 complaint

解析物主代词her后应填入名词，根据上文“complain directly”可推测该处为“意见/申诉”。

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