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When a consumer finds that an item she or he bought is faulty or in some other way does not live up to the manufacturers 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 consumer may use to gain satisfaction. 35. The passage tells us _________. A) how to settle a consumers complaint about a faulty item B) how to make an effective complaint about a faulty item C) how to avoid buying a faulty item D) how to deal with complaints from customers 注：1.主题题，有效投诉 2.其他的选项都是从商场的角度，而文章是从消费者的角度来写的。 Questions 21 to 25 are based on the following passage: 21. Which of the following best characterizes the main feature of the nursing system at Beth Israel Hospital? A) The doctor gets more active professional support from the primary nurse. B) Each patient is taken care of by a primary nurse day and night. C) The primary nurse writes care plans for every patient. D) The primary nurse keeps records of the patients health conditions every day. | 
