Passage Two
文章二

The way to complain is to act business-like and important.
正式地表达投诉的方式是很重要的。
If your complaint is immediate, suppose you got the wrong order at a restaurant, make a polite but firm request to see the manager.
如果你的投诉比较直接，假设你在餐厅里的菜单出现失误了，礼貌地提出要见经理的请求。
When the manager comes, ask his or her name. And then state your problem and what you expect to have done about it.
当经理来的时候，首先要问他或她怎么称呼。然后把你的问题以及你所期望的处理方式告诉他。
Be polite! Shouting or acting rude will get you nowhere. But also be firm in making your complaint.
一定得礼貌！大声喊叫或粗鲁无礼将使你颜面扫地。但不是说不将你的不满表达出来。
Besides, act important. This doesn't mean to put on airs and say "do you know who I am?"
此外，行动很重要，这并不意味着摆架子，说：“你知道我是谁吗？”
What it means is that people are often treated the way they expect to be treated.
它是指人们通常会以他们期望得到的对待方式来对待别人。
If you act like someone who expects a fair request to be granted, chances are it will be granted.
如果你的行为符合一个要求被给予公平的人，那么很有可能会被给予。
The worst way to complain is over the telephone- You are speaking to a voice coming from someone you cannot see.
最糟糕的投诉方式是电话，你是跟一位你看不见的人说话。
So you can't tell how the person on the line is reacting. It is easy for that person to give you the run-around.
所以你不知道对面的人是什么反应。这样很容易让你吃哑巴亏。
Complaining in person or by letter is generally more effective. If your complaint does not require an immediate response, it often helps to complain by letter.
亲身投诉或被写信投诉是比较有效的。如果你的投诉不需要立即回应，就可以通过信件来投诉。
If you have an appliance that doesn't work, send a letter to the store that sold it.
如果你的计算机坏了，给卖家寄一封信。
Be business-like and stick to the point. Don't spend a paragraph on how your uncle John tried to fix the problem and couldn't.
文明礼貌，简单直接。不要啰里啰唆把事情复杂化。

Questions 20 to 22 are based on the passage you have just heard.
问题20到22是基于你刚刚听到的文章的。

Question 20.What does the speaker suggest you do when you are not served properly at a restaurant?
问题20。当在餐馆就餐出现问题时，作者建议怎么做？
Question 21.Why does the speaker say the worst way to complain is over the telephone？
问题21。为什么说打电话投诉是最不可靠的方式？
Question 22.What should you do if you make a complaint by letter?
问题22。写信投诉的话应该怎么做？