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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. 22. It can be inferred from the passage that _________. A) compared with other hospitals nurses at Beth Israel Hospital are more patient B) in most hospitals patient care is inadequate from the professional point of view C) in most hospitals nurses get low salaries D) compared with other hospitals nurses have to work longer hours at Beth Israel Hospital 23. A primary nurse can propose a different approach of treatment when _______. A) the present one is refused by the patient B) the patient complains about the present one C) the present one proves to be ineffective D) the patient is found unwilling to cooperate 24. The main difference between a nurse-manager and a head nurse is that the former _______. A) is a member of the Medical Executive Committee of the hospital B) has to arrange the work shifts of the units nurses C) can make decisions concerning the medical treatment of a patient D) has full responsibility in the administration of the units nurses 25. The authors attitude towards the nursing system at Beth Israel hospital is _________. A) negativeB) neutral C) critical D) positive Questions 21 to 25 are based on the following passage: Nursing at Beth Israel Hospital produces the best patient care possible. If we are to solve the nursing shortage , hospital administration and doctors everywhere would do well to follow Beth Israels example. 注：1.patientn. 病人，adj. 耐心的 2.第一句强烈结论：主题句 3.administration 管理 4.do well to 最好 | 
