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Passage Two
文章二
Not every service or product meets your satisfaction.
產品和服務不令人滿意是常有的事。
When you are dissatisfied, you should voice your dissatisfaction.
當你對賣家的服務或商品不滿時，你應該說出來。
One reason for doing so is to help the vendor know there is a problem.
這樣做可以讓商家了解自己產品的缺陷，
The problem may have been created at a lower level in the vendor's company,
這樣的缺陷可能是導致公司效益不景氣的主要原因，
and the vendor himself may know nothing about it at all.
而商家對此卻毫不知情。
You help him when you bring weaknesses or failures to his attention.
你的建議可能引起公司對產品缺陷方面的重視。
A second reason for writing a letter of complaint to a vendor is to seek compensation.
你還可以寫投訴信要求商家賠償自己的損失。
You may not wish to pursue the matter so far as to take legal action,
如此可以避免通過法律途徑解決這類糾紛，
but you may wish to give the vendor the opportunity of making good.
而且給了商家一個彌補的機會。
Most vendors value their business and reputation,
大多數商家都很看重他們的生意和名譽，
and they may actively replace defective goods or refund money when necessary.
一般他們會主動替換有瑕疵的商品或在必要時退款。
This is the preferred way of making a vendor answer your complaint.
這是商家回應投訴的最佳方式。
No vendor likes to do so, but your carefully worded letter of complaint may motivate him to do so.
沒有商家愿意這樣大費周折，但是一封言辭得當的投訴信讓商家不得不這樣做。
When you write a letter of complaint, you'd better keep these tips in mind:
寫投訴信時，你最好牢記一下幾點：
Firstly, be polite, though firm. You will not win a vendor's cooperation by anger.
首先，寫投訴信要客氣，但語氣要堅定。一味憤怒地指責商家是不會理睬的。
Secondly, be reasonable. Show logically and factually that the fault lies with the vendor.
第二，陳述要合情合理，證明責任確實在于商家。
Thirdly, be specific about what is wrong and what you want.
第三，詳細地說明產品的缺陷以及你希望如何處理這件糾紛。
Lastly, tell how you have been hurt or inconvenienced by the problem.
最后，你需要告訴商家因為他們的疏忽給自己帶來了怎樣的傷害或不便，
This strengthens your argument for compensation.
這可以讓你要求賠償的論據變得更有說服力。
Questions 13 to 15 are based on the passage you have just heard.
問題13至問題15是基于你剛剛聽到的這篇短文的
Question 13. According to the speaker, how can you express your dissatisfaction?
問題13. 如何向商家表達自己的不滿？
Question 14. According to the passage, how do most vendors deal with customers' complaints?
問題14. 大多數商家是如何處理客戶投訴的？
Question 15. Why do the customers express the inconvenience caused by the problem?
問題15. 為什么需要將產品缺陷造成的傷害或不便告知商家？
譯文屬可可原創，僅供學習和交流使用，未經允許不得轉載
