Part B Directions: You will hear 3 conversations or talks and you must answer the questions by choosing A, B, C or D. You will hear the recording ONLY ONCE. 听力原文： When a consumer finds that an item she or he bought is broken or in some other way does not reach the standard of the manufacturer's claim for it, 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 consumers 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 tackled. 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 can not 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 the manufacturer. If so, the consumer should do this, stating the complaint as politely and as firmly as possible. But if a polite complaint does not achieve the desired result , the consumer can go 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 consumers' rights. When a consumer finds that his purchase has a fault in it, what is the first thing he should do?