题干
二、阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。
Imagine this situation: you have bought a faulty item from a shop and you take back to complain. You go directly to the shop assistant and tell them your problem. They say they cannot help you, makes you angrier, to the point perhaps where you start insulting the poor shop assistant. RESULT: This will do you no , like getting any compensation, or even a refund. If you go directly to the first person you see within the organization you are complaining about, you may be wasting your time they may be powerless to take any action or provide you a solution. So the important lesson to be learnt is to make sure firstly that you are speaking to the relevant person, the one who has the authority to make decisions.