Charlie Chaplin, ___________ childhood was hard, began acting at the age of five.

A．who B．whom C．whose D. his

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No one can exactly tell us what .

A．does Mona Lisa’s smile mean

B．Mona Lisa’s smile means

C．Mona Lisa’s smile does

D．does Mona Lisa’s smile

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When people find out that the product they bought is unsatisfying or in some other way does not live up to the manufacturer’s claims , the first step is to present the warranty , 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 ” 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 be 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 to a step further . She or he can threaten to take the seller to court or report the seller to a private or public organization responsible for protecting consumer’s rights .

1.When people find that their purchase is unsatisfying , the first thing they should do is to __________ .

A. complain personally to the manager

B. threaten to take the seller 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

2.How can a consumer make his or her complaint more effective , according to the passage ?

A. Make polite and general statements about the problem .

B. Threaten to take the seller to court .

C. Explain exactly what is wrong with the item .

D. Avoid having direct contact with the store manager .

3.What’s the best title of this passage ?

A. How to settle a consumer’s complaint

B. How to make an effective complaint

C. How to avoid buying a faulty item

D. How to deal with complaints

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Each month in Newsmax magazine you’ll read hard-hitting investigative reports and special comments from Ben Stein, Dick Morris, Bill O’Reilly, Michael Reagan, Christopher Ruddy, and many others.

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1.According to the U.S. Department of Homeland Security, the emergency radio should ________.

A. be a household necessity B. be offered for free

C. be used as a flashlight D. work without batteries

2.What’s the original price of the Dynamo Emergency World Band Radio?

A. $5.95 B. $20

C. $30 D. $50

3.What can we learn about Newsmax magazine?

A. It comes out monthly

B. It mainly contains ads

C. It belongs to Fox News

D. It can only be ordered online

4.What does Dick Morris think of Newsmax magazine?

A. There’s no market for it

B. It needs improving

C. It’s worth reading

D. It has a long way to go

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He is such a person that he will never any difficulties.

A．determined, give in to B．determining, give in to

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--Mary，how did your Math test go？

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—I heard they went skiing in the mountains last winter.

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A. may not be B. won’t be C. couldn’t be D. will be

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