Passage 2
　　When a consumer finds that an item she or he bought is faulty or in some way does not live up to the manufacturer’s claim for it, the first step is to present the warranty (保单), 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” the consumer takes 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 questions. 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.
　　1. When a consumer finds that his purchase has a fault in it, the first thing he should do is to ______.
　　A. complain personally to the manager
　　B. threaten to take the matter 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. If a consumer wants a quick settlement of his problem, it’s better to complain to ______.
　　A. a shop assistant     B. the store manager
　　C. the manufacturer     D. a public organization
　　3. The most effective complaint can be made by ______.
　　A. showing the faulty item to the manufacturer
　　B. explaining exactly what is wrong with the item
　　C. saying firmly that the item is of poor quality
　　D. asking politely to change the item
　　4. The phrase “live up to” (Para. 1, Line 2) in the context means ______.
　　A. meet the standard of       B. realize the purpose of
　　C. fulfill the demands of    D. keep the promise of
　　5. The passage tells us ______.
　　A. how to settle a consumer’s 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

　　Passage 3
　　There is no denying that students should learn something about how computers work, just as we expect them at least to understand that the internal-combustion engine (内燃机) has something to do with burning fuel, expanding gases and pistons (活塞) being driven. For people should have some basic idea of how the things that they use do what they do. Further, students might be helped by a course that considers the computer’s impact on society. But that is not what is meant by computer literacy. For computer literacy is not a form of literacy (读写能力); it is a trade skill that should not be taught as a liberal art.
　　Learning how to use a computer and learning how to program one are two distinct activities. A case might be made that the competent citizens of tomorrow should free themselves from their fear of computers. But this is quite different from saying that all ought to know how to program one. Leave that to people who have chosen programming as a career. While programming can be lots of fun, and while our society needs some people who are experts at it, the same is true of auto repair and violin-making.
　　Learning how to use a computer is not that difficult, and it gets easier all the time as programs become more “user-friendly”. Let us assume that in the future everyone is going to have to know how to use a computer to be a competent citizen. What does the phrase “learning to use a computer” mean? It sounds like “learning to drive a car”, that is, it sounds as if there is some set of definite skills that, once acquired, enable one to use a computer.
　　In fact, “learning to use a computer” is much more like “learning to play a game”, but learning the rules of one game may not help you play a second game, whose rules may not be the same. There is no such a thing as teaching someone how to use a computer. One can only teach people to use this or that program and generally that is easily accomplished.
　　1. To be the competent citizens of tomorrow, people should _______.
　　A. try to lay a solid foundation in computer science
　　B. be aware of how the things that they use do what they do
　　C. learn to use a computer by acquiring a certain set of skills
　　D. understand that programming a computer is more essential than repairing a car
　　2.  In the second paragraph “violin-making” is mentioned to show that _______.
　　A. programming a computer is as interesting as making a violin
　　B. our society needs experts in different fields
　　C. violin-making requires as much skill as computer programming
　　D. people who can use a computer don’t necessarily have to know computer programming
　　3.  Learning to use a computer is getting easier all the time because _______.
　　A. programs are becoming less complicated
　　B. programs are designed to be convenient to users
　　C. programming is becoming easier and easier
　　D. programs are becoming readily available to computer users
　　4.  According to the author, the phrase “learning to use a computer” (Line 4, Para. 3) means learning _______.
　　A. a set of rules
　　B. the fundamentals of computer science
　　C. specific programs
　　D. general principles of programming
　　5.  The author’s purpose in writing this passage is _______.
　　A. to stress the impact of the computer on society
　　B. to explain the concept of computer literacy
　　C. to illustrate the requirements for being competent citizens of tomorrow