Section A

　　Directions: In this section, there is a passage with ten blanks. You are required to select one word for each blank from a list of choices given in a word bank following the passage. Read the passage through carefully before making your choices. Each choice in the bank is identified by a letter. Please mark the corresponding letter for each item on Answer Sheet 2 with a single line through the centre. You may not use any of the words in the bank mare than once.

　　Questions 36 to 45 are based on the following passage.

　　Complaints should be made to a responsible person. Go back to the shop where you bought the goods, taking with you any(36)you may have. Ask to see the buyer in a large store. In a small store the assistant may also be the owner so you can complain(37). 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 (38),write a letter. Be sure to39to 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(40)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(41) or repair the faulty article. You may find this an(42) 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(43)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 so. 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 money, ask for(44) 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 hive to take back the goods in these(45).

　　A. intimate

　　B. attractive

　　C. person

　　D. attachment

　　E. satisfied

　　F. receipt

　　G. contaminate

　　H. replace

　　I. special

　　J. stick

　　K.vigorously

　　L. advice

　　M. circumstances

　　N. directly

　　O. petitions

　　投诉应该找负责人。带上你可能有的任何[36]收据，返回你购买商品的商店。在大商店里，要求见进货员。在小商店里，店员也可能是店主，所以你可以[37]直接投诉。在连锁商店里，要求见经理。

　　即便是最勇敢的人也会觉得当面投诉很困难，所以，如果不想E3S]当面投诉，你可以写信。确保所写[39]属实，并把你所写的内容复印一份自己保留。在这个阶段，你应该提供所有的收据单号，但是你无需 提供收据或其他文件来证明你买了这件商品。　　如果你对所得到的回复不[40]满意，或者如果你没得到回复，要写信给这家公司、商店或组织的总经理。务必将你自己写的信以及你收到的任何来信备份。如果你的投诉是合理的，店主可能会提出[41]退换或修理有问题的物品。你可能会觉得这是个[42]很吸　　引人的解决方法。在某些情况下，你或许有权拒绝接受这件商品并要求退款，但这只有在你几乎没用过这件商品并即时采取行动的情况下才可以。即使你无法拒绝这件商品，你或许也能拿回些退款。

　　而且，如果你遭受了一些[43]特殊的损失，例如，如果一台　　新洗衣机把你的衣服弄破了，你也许会获得损失的赔偿。如果店主给你提供信用证，让你在同样的商店里购买商品时使用，而你更希望他给你钱，那么你就该说出来。如果你接受了信用证，请记住，你之后就不能索要退款了。如果店主拒绝给你钱，你可以在　　接受信用证前向公民咨询局征求[44]意见。在一些情况下，店主不需要给你退款——比如，因为你不喜欢某件商品或这件商品不适合你，而他也给你换了货的话，在这些[45]情况下，他不需要收回商品并退款。