考点10 投诉与责备（Complaining and blaming） 湖北省旅游类技能高考《旅游英语》专业课45分钟专题训练卷 第10卷（原卷版+解析版）

编写说明：湖北省旅游类技能高考《旅游英语》专业课45分钟专题训练卷，依据湖北省旅游类技能考试大纲编写。依据考纲的导游服务专业知识（应知）考试内容要求编写了导游服务专业旅游英语专业课45分钟专题训练卷16套，供专业类师生按需要选择使用。试卷命题紧扣湖北省旅游类考纲要求，精选具有代表性和典型性的机考试题。旨在帮助学生系统地复习和巩固专业理论知识，为高考取得优异成绩打下坚实的基础。 本试卷是旅游英语专业课45分钟专题训练卷第10卷，是导游服务专业知识点训练卷，依据考纲旅游英语中的考点编写，考点10:投诉与责备（Complaining and blaming） 湖北省旅游类技能高考《旅游英语》45分钟专题训练卷 第10卷 考点10:投诉与责备（Complaining and blaming） 考试时间：45分钟 满分100分 班级________ 姓名________ 学号________ 成绩________ 一、情节对话选择题（本大题共30小题，每小题2分，共60分）下列每小题给出的四个备选项中有一个最符合题目要求，请将其选出，未选、错选、多选均不得分。 1.A: The air conditioner in my room isn’t working properly. B: ______ A. Can you manage without it? B. It’s not my problem. C. I’m sorry to hear that. I’ll send someone to fix it right away. D. Why didn’t you check it earlier? 2.A: My luggage was misplaced during the tour. B: ______ A. Let me check with the staff and get back to you. B. That’s your fault. C. It happens all the time. D. Why didn’t you take care of it? 3.A: The food at the restaurant was cold when served. B: ______ A. You should have ordered something else. B. It’s not a big deal. C. I apologize for the inconvenience. I’ll speak to the chef immediately. D. What do you expect me to do? 4.A: The bus for the city tour arrived 30 minutes late. B: ______ A. I apologize for the delay. It won’t happen again. B. You should have been more patient. C. It’s not my responsibility. D. That’s just how things work here. 5.A: The guide didn’t provide enough information during the tour. B: ______ A. Maybe you weren’t paying attention. B. I’m sorry to hear that. I’ll make sure it’s addressed. C. That’s how they always do it. D. What more do you want? 6.A: There was no hot water in my hotel room last night. B: ______ A. I deeply apologize for the inconvenience. I’ll have it fixed immediately. B. That’s not something I can help with. C. Why didn’t you report it sooner? D. It’s not our fault. 7.A: The driver was rude to us during the ride. B: ______ A. That’s just how he is. B. I’m so sorry to hear that. I’ll have a word with him. C. He didn’t mean it. D. You must have said something wrong. 8.A: The room I booked doesn’t match the pictures online. B: ______ A. I apologize for the discrepancy. Let me find you a better room. B. That’s not my concern. C. The pictures are just for reference. D. You should have read the reviews. 9.A: The tour itinerary was changed without informing us. B: ______ A. It’s not a big deal. B. That’s just how it works sometimes. C. You should have asked earlier. D. I apologize for the inconvenience. Let me explain why. 10.A: The pool area was closed, but it wasn’t mentioned anywhere. B: ______ A. I’m really sorry for the oversight. I’ll ensure it’s updated. B. That’s not my department. C. You should have checked before booking. D. It’s a common issue. 11.A: There was a mistake in our dinner reservation. B: ______ A. You must have made the mistake. B. It’s not my fault. C. I’m terribly sorry. Let me correct it immediately. D. That’s not a big issue. 12.A: The Wi-Fi in the hotel is too slow. B: ______ A. I’m sorry for the inconvenience. I’ll contact the technical team. B. It’s not supposed to be fast. C. You can use mobile data instead. D. That’s just how it works here. 13.A: The seats on the bus were dirty and uncomfortable. B: ______ A. That’s not my responsibility. B. You should have brought a cushion. C. I’m very sorry about that. I’ll report this to the bus company. D. What do you expect from a bus? 14.A: The guide skipped some important spots in the itinerary. B: ______ A. I apologize for that. Let me find out what happened. B. It’s not that important. C. You can go there next time. D. The guide must have had a reason. 15.A: My meal was served late, and it wasn’t what I ordered. B: ______ A. You should have ordered something simpler. B. I’m really sorry about that. Let me check with the kitchen. C. That’s not my problem. D. Mistakes happen. 16.A: The driver didn’t know the way to the hotel. B: ______ A. I’m sorry for the trouble. I’ll ensure it doesn’t happen again. B. That’s not a big deal. C. Drivers make mistakes too. D. You could have used a map. 17.A: The room service didn’t bring us the extra towels we requested. B: ______ A. Maybe they forgot. B. I’m very sorry. I’ll have them sent right away. C. You could have gone to get them yourself. D. It’s not that important. 18.A: The check-in process was too slow. B: ______ A. I’m sorry for the delay. I’ll speak with the staff to improve it. B. It’s normal during busy hours. C. You should have arrived earlier. D. There’s nothing I can do about it. 19.A: The cruise ship was overcrowded, and we couldn’t enjoy the view. B: ______ A. I’m so sorry to hear that. Let me inform the organizers. B. That’s how cruises are. C. You should have chosen a better day. D. It’s not a big deal. 20.A: The museum tickets we bought from you were invalid. B: ______ A. You must have used them wrong. B. That’s not my problem. C. I’m terribly sorry. I’ll refund the tickets and investigate the issue. D. It happens sometimes. 21.A: We were not informed about the additional charges for parking. B: ______ A. I apologize for the oversight. I’ll make sure it’s clarified next time. B. That’s not my concern. C. You should have asked before parking. D. It’s only a small fee. 22.A: The seats on the flight were not the ones we booked. B: ______ A. You can switch seats with someone. B. I’m sorry about that. Let me help you resolve this. C. That’s not my fault. D. Maybe you made a mistake. 23.A: The tour was supposed to include a guide, but there wasn’t one. B: ______ A. I deeply apologize. Let me see what went wrong. B. You could have explored by yourself. C. That’s not important. D. It’s not my fault. 24.A: The bus broke down, and we had to wait for an hour. B: ______ A. I’m very sorry for the inconvenience. We’ll make up for the lost time. B. That’s just bad luck. C. You could have walked instead. D. It’s not our responsibility. 25.A: The air conditioning on the bus wasn’t working. It was too hot. B: ______ A. It wasn’t that hot. B. I’m very sorry. We’ll have it fixed immediately. C. You should have brought a fan. D. That’s not our fault. 26.A: The tour schedule was delayed, and we missed some activities. B: ______ A. I deeply apologize. We’ll try to adjust the remaining schedule. B. It’s not a big deal. C. That happens sometimes. D. You should have been more patient. 27.A: The hotel room wasn’t clean when we checked in. B: ______ A. That’s the hotel’s issue, not ours. B. You could clean it yourself. C. It’s not my problem. D. I’m terribly sorry. I’ll arrange for housekeeping immediately. 28.A: The food served at lunch was cold and unappetizing. B: ______ A. I’m so sorry about that. I’ll speak to the kitchen staff. B. That’s how it’s supposed to be. C. You should eat faster. D. It’s not our fault. 29.A: The guide spoke too quickly, and we couldn’t understand. B: ______ A. I’m sorry for that. I’ll ask them to slow down. B. You should have listened more carefully. C. That’s how guides speak. D. It’s not a big problem. 30.A: The itinerary wasn’t followed, and we missed the museum visit. B: ______ A. It’s not my fault. B. I sincerely apologize. Let’s see if we can reschedule the visit. C. You should have planned better. D. That’s not a valid complaint. 二、情景填空题（本大题共20小题，每小题2分，共40分）下列每小题给出的四个备选项中有一个最符合题目要求，请将其选出，未选、错选、多选均不得分。 1.The air conditioner in the hotel room didn’t work, and the staff didn’t ______ it. A. repair B. cancel C. avoid D. improve 2.We were very disappointed because the guide completely ______ the itinerary. A. completed B. admired C. ignored D. celebrated 3.The food was cold, and the waiter refused to ______ it. A. replace B. explain C. include D. order 4.The museum was supposed to open at 9 a.m., but it ______ an hour late. A. started B. opened C. closed D. delayed 5.The driver got lost because he didn’t ______ the directions carefully. A. follow B. read C. hear D. give 6.The bus was overcrowded, and we couldn’t find a place to ______. A. stand B. rest C. sit D. stay 7.The room was not ready when we arrived, and we had to ______ for an hour. A. wait B. pay C. book D. prepare 8.The staff at the front desk didn’t ______ our request for early check-in. A. remember B. answer C. deliver D. process 9.The meal was served late, and some dishes were ______. A. missing B. broken C. cooked D. burnt 10.We ______ the manager about the poor service, but nothing was done. A. informed B. explained C. complained D. requested 11.The hotel didn’t provide the facilities that were ______ on their website. A. advertised B. ignored C. explained D. rejected 12.The noise from the construction site was so loud that we couldn’t ______. A. sleep B. talk C. leave D. stay 13.The tour guide didn’t ______ the group when they were lost in the market. A. advise B. ignore C. assist D. follow 14.The restaurant ______ to offer a refund for the meal we couldn’t eat. A. refused B. accepted C. planned D. decided 15.The staff didn’t ______ the complaint about the broken elevator. A. believe B. handle C. reject D. avoid 16.The tickets were ______, and we couldn’t enter the event. A. invalid B. broken C. rejected D. late 17.The driver ______ to apologize for being late. A. failed B. forgot C. ignored D. offered 18.The hotel didn’t ______ to provide clean towels during our stay. A. decide B. bother C. try D. avoid 19.The guide didn’t ______ us of the changes in the schedule. A. inform B. tell C. remind D. notice 20.We were upset because the promised discount was never ______. A. received B. rejected C. applied D. explained 学科网（北京）股份有限公司 $$ 编写说明：湖北省旅游类技能高考《旅游英语》专业课45分钟专题训练卷，依据湖北省旅游类技能考试大纲编写。依据考纲的导游服务专业知识（应知）考试内容要求编写了导游服务专业旅游英语专业课45分钟专题训练卷16套，供专业类师生按需要选择使用。试卷命题紧扣湖北省旅游类考纲要求，精选具有代表性和典型性的机考试题。旨在帮助学生系统地复习和巩固专业理论知识，为高考取得优异成绩打下坚实的基础。 本试卷是旅游英语专业课45分钟专题训练卷第10卷，是导游服务专业知识点训练卷，依据考纲旅游英语中的考点编写，考点10:投诉与责备（Complaining and blaming） 湖北省旅游类技能高考《旅游英语》45分钟专题训练卷 第10卷 考点10:投诉与责备（Complaining and blaming） 考试时间：45分钟 满分100分 班级________ 姓名________ 学号________ 成绩________ 一、情节对话选择题（本大题共30小题，每小题2分，共60分）下列每小题给出的四个备选项中有一个最符合题目要求，请将其选出，未选、错选、多选均不得分。 1.A: The air conditioner in my room isn’t working properly. B: ______ A. Can you manage without it? B. It’s not my problem. C. I’m sorry to hear that. I’ll send someone to fix it right away. D. Why didn’t you check it earlier? 答案：C 解析： 面对顾客投诉，正确的回复是道歉并立即提供解决方案，其他选项显得不专业或冷漠。 2.A: My luggage was misplaced during the tour. B: ______ A. Let me check with the staff and get back to you. B. That’s your fault. C. It happens all the time. D. Why didn’t you take care of it? 答案：A 解析： 面对失物投诉，合适的回应是表示愿意调查并提供帮助，其他选项会激怒投诉者。 3.A: The food at the restaurant was cold when served. B: ______ A. You should have ordered something else. B. It’s not a big deal. C. I apologize for the inconvenience. I’ll speak to the chef immediately. D. What do you expect me to do? 答案：C 解析： 对冷食问题，礼貌道歉并提供解决措施是正确的回应，其他选项显得敷衍或不负责。 4.A: The bus for the city tour arrived 30 minutes late. B: ______ A. I apologize for the delay. It won’t happen again. B. You should have been more patient. C. It’s not my responsibility. D. That’s just how things work here. 答案：A 解析： 面对时间延误的投诉，礼貌道歉并承诺改进是最佳选择，其他选项会引发更大不满。 5.A: The guide didn’t provide enough information during the tour. B: ______ A. Maybe you weren’t paying attention. B. I’m sorry to hear that. I’ll make sure it’s addressed. C. That’s how they always do it. D. What more do you want? 答案：B 解析： 对导游服务不足的投诉，应礼貌回应并承诺解决，其他选项显得不礼貌或推卸责任。 6.A: There was no hot water in my hotel room last night. B: ______ A. I deeply apologize for the inconvenience. I’ll have it fixed immediately. B. That’s not something I can help with. C. Why didn’t you report it sooner? D. It’s not our fault. 答案：A 解析： 面对热水问题投诉，正确的做法是礼貌道歉并迅速解决，其他选项会引发客户的不满。 7.A: The driver was rude to us during the ride. B: ______ A. That’s just how he is. B. I’m so sorry to hear that. I’ll have a word with him. C. He didn’t mean it. D. You must have said something wrong. 答案：B 解析： 针对工作人员态度问题的投诉，应礼貌致歉并承诺调查，其他选项显得推脱责任或不够严肃。 8.A: The room I booked doesn’t match the pictures online. B: ______ A. I apologize for the discrepancy. Let me find you a better room. B. That’s not my concern. C. The pictures are just for reference. D. You should have read the reviews. 答案：A 解析： 面对客房问题投诉，应礼貌道歉并提供解决方案，其他选项会让客户更加失望。 9.A: The tour itinerary was changed without informing us. B: ______ A. It’s not a big deal. B. That’s just how it works sometimes. C. You should have asked earlier. D. I apologize for the inconvenience. Let me explain why. 答案：D 解析： 面对行程变更投诉，正确做法是道歉并解释原因，其他选项显得不负责任。 10.A: The pool area was closed, but it wasn’t mentioned anywhere. B: ______ A. I’m really sorry for the oversight. I’ll ensure it’s updated. B. That’s not my department. C. You should have checked before booking. D. It’s a common issue. 答案：A 解析： 对设施关闭的投诉，应道歉并改进信息传达，其他选项显得不够关心或推卸责任。 11.A: There was a mistake in our dinner reservation. B: ______ A. You must have made the mistake. B. It’s not my fault. C. I’m terribly sorry. Let me correct it immediately. D. That’s not a big issue. 答案：C 解析： 面对预订错误，应立即道歉并提供解决措施，其他选项显得不专业或冷漠。 12.A: The Wi-Fi in the hotel is too slow. B: ______ A. I’m sorry for the inconvenience. I’ll contact the technical team. B. It’s not supposed to be fast. C. You can use mobile data instead. D. That’s just how it works here. 答案：A 解析： 对网络问题的投诉，正确的回应是道歉并承诺改进，其他选项显得不负责任。 13.A: The seats on the bus were dirty and uncomfortable. B: ______ A. That’s not my responsibility. B. You should have brought a cushion. C. I’m very sorry about that. I’ll report this to the bus company. D. What do you expect from a bus? 答案：C 解析： 面对乘车条件投诉，正确的回应是致歉并承诺改进，其他选项显得敷衍或无礼。 14.A: The guide skipped some important spots in the itinerary. B: ______ A. I apologize for that. Let me find out what happened. B. It’s not that important. C. You can go there next time. D. The guide must have had a reason. 答案：A 解析： 当顾客对导游服务表示不满时，礼貌致歉并调查原因是最佳选择，其他选项会显得不够重视。 15.A: My meal was served late, and it wasn’t what I ordered. B: ______ A. You should have ordered something simpler. B. I’m really sorry about that. Let me check with the kitchen. C. That’s not my problem. D. Mistakes happen. 答案：B 解析： 面对顾客对餐饮服务的投诉，应礼貌致歉并调查原因，其他选项会加剧顾客的不满。 16.A: The driver didn’t know the way to the hotel. B: ______ A. I’m sorry for the trouble. I’ll ensure it doesn’t happen again. B. That’s not a big deal. C. Drivers make mistakes too. D. You could have used a map. 答案：A 解析： 客户对司机服务不满时，应道歉并承诺改进，其他选项显得不负责任。 17.A: The room service didn’t bring us the extra towels we requested. B: ______ A. Maybe they forgot. B. I’m very sorry. I’ll have them sent right away. C. You could have gone to get them yourself. D. It’s not that important. 答案：B 解析： 面对客房服务问题，正确的回应是及时补救并致歉，其他选项显得冷漠或不专业。 18.A: The check-in process was too slow. B: ______ A. I’m sorry for the delay. I’ll speak with the staff to improve it. B. It’s normal during busy hours. C. You should have arrived earlier. D. There’s nothing I can do about it. 答案：A 解析： 对于顾客不满服务效率的投诉，应表示歉意并改进，其他选项会加剧不满情绪。 19.A: The cruise ship was overcrowded, and we couldn’t enjoy the view. B: ______ A. I’m so sorry to hear that. Let me inform the organizers. B. That’s how cruises are. C. You should have chosen a better day. D. It’s not a big deal. 答案：A 解析： 面对设施或活动体验投诉，应认真对待并提供反馈，其他选项显得不够负责。 20.A: The museum tickets we bought from you were invalid. B: ______ A. You must have used them wrong. B. That’s not my problem. C. I’m terribly sorry. I’ll refund the tickets and investigate the issue. D. It happens sometimes. 答案：C 解析： 错误票务投诉应迅速处理并致歉，其他选项显得推诿责任或不够专业。 21.A: We were not informed about the additional charges for parking. B: ______ A. I apologize for the oversight. I’ll make sure it’s clarified next time. B. That’s not my concern. C. You should have asked before parking. D. It’s only a small fee. 答案：A 解析： 关于额外收费的投诉，应及时道歉并承诺改进沟通，其他选项可能让顾客更加不满。 22.A: The seats on the flight were not the ones we booked. B: ______ A. You can switch seats with someone. B. I’m sorry about that. Let me help you resolve this. C. That’s not my fault. D. Maybe you made a mistake. 答案：B 解析： 对机票问题的投诉，应道歉并帮助解决，其他选项显得不专业或不负责。 23.A: The tour was supposed to include a guide, but there wasn’t one. B: ______ A. I deeply apologize. Let me see what went wrong. B. You could have explored by yourself. C. That’s not important. D. It’s not my fault. 答案：A 解析： 对导游缺席的投诉，应认真调查并表示歉意，其他选项会显得冷漠或不专业。 24.A: The bus broke down, and we had to wait for an hour. B: ______ A. I’m very sorry for the inconvenience. We’ll make up for the lost time. B. That’s just bad luck. C. You could have walked instead. D. It’s not our responsibility. 答案：A 解析： 面对意外情况投诉，应致歉并积极补救，其他选项显得不负责任或不够体贴。 25.A: The air conditioning on the bus wasn’t working. It was too hot. B: ______ A. It wasn’t that hot. B. I’m very sorry. We’ll have it fixed immediately. C. You should have brought a fan. D. That’s not our fault. 答案：B 解析： 对设施问题的投诉，正确的回应是表示歉意并采取行动修复，其他选项显得不专业或推卸责任。 26.A: The tour schedule was delayed, and we missed some activities. B: ______ A. I deeply apologize. We’ll try to adjust the remaining schedule. B. It’s not a big deal. C. That happens sometimes. D. You should have been more patient. 答案：A 解析： 对行程延误的投诉，应通过致歉和调整日程来解决，其他选项缺乏责任感。 27.A: The hotel room wasn’t clean when we checked in. B: ______ A. That’s the hotel’s issue, not ours. B. You could clean it yourself. C. It’s not my problem. D. I’m terribly sorry. I’ll arrange for housekeeping immediately. 答案：D 解析： 面对卫生问题的投诉，迅速安排解决并致歉是正确的态度，其他选项显得不负责任。 28.A: The food served at lunch was cold and unappetizing. B: ______ A. I’m so sorry about that. I’ll speak to the kitchen staff. B. That’s how it’s supposed to be. C. You should eat faster. D. It’s not our fault. 答案：A 解析： 对于餐饮投诉，正确做法是道歉并与相关人员沟通改进，其他选项显得不专业。 29.A: The guide spoke too quickly, and we couldn’t understand. B: ______ A. I’m sorry for that. I’ll ask them to slow down. B. You should have listened more carefully. C. That’s how guides speak. D. It’s not a big problem. 答案：A 解析： 对导游表达速度的投诉，正确回应是致歉并调整，其他选项显得冷漠或推卸责任。 30.A: The itinerary wasn’t followed, and we missed the museum visit. B: ______ A. It’s not my fault. B. I sincerely apologize. Let’s see if we can reschedule the visit. C. You should have planned better. D. That’s not a valid complaint. 答案：B 解析： 针对未遵守行程安排的投诉，及时道歉并补救是最佳选择，其他选项可能加剧客户的不满。 二、情景填空题（本大题共20小题，每小题2分，共40分）下列每小题给出的四个备选项中有一个最符合题目要求，请将其选出，未选、错选、多选均不得分。 1.The air conditioner in the hotel room didn’t work, and the staff didn’t ______ it. A. repair B. cancel C. avoid D. improve 答案：A 解析： 根据上下文，只有“repair”（修理）符合句意，与空调坏了相关。 2.We were very disappointed because the guide completely ______ the itinerary. A. completed B. admired C. ignored D. celebrated 答案：C 解析： “ignored”（忽视）符合句意，指导游没有遵循行程安排。 3.The food was cold, and the waiter refused to ______ it. A. replace B. explain C. include D. order 答案：A 解析： “replace”（替换）与冷的食物相关，其他选项语义不符。 4.The museum was supposed to open at 9 a.m., but it ______ an hour late. A. started B. opened C. closed D. delayed 答案：B 解析： “opened”（开放）符合句意，与博物馆开放时间相关。 5.The driver got lost because he didn’t ______ the directions carefully. A. follow B. read C. hear D. give 答案：A 解析： “follow”（遵循）是最恰当的选择，指司机没有按照指示操作。 6.The bus was overcrowded, and we couldn’t find a place to ______. A. stand B. rest C. sit D. stay 答案：C 解析： “sit”（坐）符合句意，与拥挤的公交车情境相符。 7.The room was not ready when we arrived, and we had to ______ for an hour. A. wait B. pay C. book D. prepare 答案：A 解析： 根据句意，只有“wait”（等待）符合情景，与客房未准备好相关。 8.The staff at the front desk didn’t ______ our request for early check-in. A. remember B. answer C. deliver D. process 答案：D 解析： “process”（处理）最符合句意，表示未处理提前入住的请求。 9.The meal was served late, and some dishes were ______. A. missing B. broken C. cooked D. burnt 答案：A 解析： “missing”（缺失的）与句意相符，表示有些菜未上齐。 10.We ______ the manager about the poor service, but nothing was done. A. informed B. explained C. complained D. requested 答案：C 解析： “complained”（抱怨）最贴合语境，与对服务不满相关。 11.The hotel didn’t provide the facilities that were ______ on their website. A. advertised B. ignored C. explained D. rejected 答案：A 解析： “advertised”（宣传的）符合句意，与酒店未提供承诺设施相关。 12.The noise from the construction site was so loud that we couldn’t ______. A. sleep B. talk C. leave D. stay 答案：A 解析： 根据情景，“sleep”（睡觉）最符合语境，表示噪音干扰休息。 13.The tour guide didn’t ______ the group when they were lost in the market. A. advise B. ignore C. assist D. follow 答案：C 解析： “assist”（协助）最符合情景，指导游没有帮忙解决问题。 14.The restaurant ______ to offer a refund for the meal we couldn’t eat. A. refused B. accepted C. planned D. decided 答案：A 解析： “refused”（拒绝）符合句意，表示餐厅不愿退款。 15.The staff didn’t ______ the complaint about the broken elevator. A. believe B. handle C. reject D. avoid 答案：B 解析： “handle”（处理）符合语境，表示工作人员未处理投诉。 16.The tickets were ______, and we couldn’t enter the event. A. invalid B. broken C. rejected D. late 答案：A 解析： “invalid”（无效的）最符合句意，表明票无法使用。 17.The driver ______ to apologize for being late. A. failed B. forgot C. ignored D. offered 答案：A 解析： “failed”（未能）符合句意，与司机未道歉相关。 18.The hotel didn’t ______ to provide clean towels during our stay. A. decide B. bother C. try D. avoid 答案：B 解析： “bother”（费心）符合句意，表示酒店未主动提供服务。 19.The guide didn’t ______ us of the changes in the schedule. A. inform B. tell C. remind D. notice 答案：A 解析： “inform”（通知）符合句意，表示导游未告知行程变化。 20.We were upset because the promised discount was never ______. A. received B. rejected C. applied D. explained 答案：C 解析： “applied”（应用）最符合情景，表示折扣未兑现。 学科网（北京）股份有限公司 $$