Unit 4 Section 1WarmingUp,ListeningandSpeaking（PPT课件+Word版）-【创新教程】2025-2026学年中职英语基础模块3同步教案（高教版2023）

　1.了解顾客并会处理顾客的抱怨；2.会写电子邮件处理顾客的抱怨；3.提倡做生意要诚实，不要欺骗消费者。 重点单词 apology n．道歉 arrange v．安排；筹备 battery n．电池 blank adj.空白的 charge v．充电 check v．检查；核对 complaint n．抱怨；投诉 damage v．破坏；损害 delay v．推迟；延期；延迟 deliver v．投递；运送 delivery n．递送；投递 exchange v．调换；更换 guarantee n．保证；担保 inconvenience n．不便；麻烦 leaflet n．传单；小册子 mention v．提到；谈到 patience n．耐心；耐性 promise v．承诺；许诺 receipt n．发票；收据 reduce v．减少；降低 refund v．退还；退款；偿还 request n．要求；请求 sheet n．单子 sincere adj.衷心的；诚挚的 sincerity n．真诚；真挚 solution n．解决方法 重点短语 complain about　　抱怨 under guarantee 在保修期内 so that 以便；所以 deal with 处理；涉及 due to 由于；应归于 in charge of 负责；主管 try one's best to do sth. 尽某人最大的努力做某事 work out 解决；算出 make sure 确信；证实 even though　　虽然，即使 in the future 在将来 make up for 补偿，弥补 send out 发送；派遣 be prepared for 为……作准备 at the beginning of 在……的开始 ahead of time 提前；提早 in order that 为了；以便 look forward to 盼望，期待 重点句型 1.Would you please show me your receipt so that we can check whether it is still under guarantee? 2．We'll get your sports watch checked immediately. 3．It happened that there was another company who ordered similar leaflets in the same district as your company. 4．As you mentioned in your letter, delayed delivery will cause loss to your business. 单元 语法 状语从句 话题 写作 投诉信 Section 1　Warming Up, Listening and Speaking Ⅰ.单词预习 1．　battery　 n．电池 2．　inconvenience　 n．不便，麻烦→　convenience　 n．方便，便利 3．　check　 v．检查，核对 4．　exchange　 v．调换，更换 5．　charge　 v．充电 6．　apology　 n．道歉→　apologize　 v．道歉，谢罪 7．　refund　 v．退还；退款；偿还 8．　blank　 adj.空白的 9．　receipt　 n．发票，收据 10．　guarantee　 n．保证，担保 11．　immediately　 adv.立即，马上 12．　patience　 n．耐心；耐性→　patient　 adj.能忍耐的，有耐心的 Ⅱ.短语预习 1．　complain_about　　抱怨 2．　under_guarantee　 在保修期内 3．　so_that　 以便；所以 4．　deal_with　 处理；涉及 5．　make_a_complaint　 抱怨 6．　even_if　 即使；虽然 7．　in_no_time　 立刻，很快 Ⅲ.句型预习(将A栏与B栏的对话内容相匹配) 答案：1－5：CEBAD 1．complain v．诉说 ；抱怨，投诉 　I'm calling to complain about the terrible service you provided at the restaurant. (教材P56) 我打电话来投诉你们在餐厅提供的糟糕服务。 complain (to sb.) about/of sth.(向某人)抱怨某事 complain (to sb.) that...(向某人)抱怨…… complaint n．抱怨，投诉 make a complaint (to sb.) about/of sth.(向某人)抱怨某事 I'm going to complain to the manager about this. 我要就这件事向经理投诉。 Tourists complain of being ripped off by local cab drivers. 游客抱怨被当地的出租车司机敲了竹杠。 People complain about how children spend so much time on computer games. 人们抱怨孩子怎么花那么多时间玩电脑游戏。 The customer made a complaint about the poor service of this restaurant. 顾客抱怨这家餐馆服务不好。 He didn't like the meal so he made a complaint to the manager of the restaurant. 他不喜欢这顿饭，所以他向餐馆经理抱怨了一通。 ●[即学活用]　单句语法填空/单项选择 ①Do actors complain 　about　 your approach? ②The food was excellent—I had no cause for 　complaint　(complain). ③He complained 　____________　 me 　___________　 the bad weather here. A．for；about　　　 B．to；about C．for；of D．to；for 答案：B 2．exchange n．交换，互换v. 交换，互换； 　have the battery of his mobile phone exchanged(教材P57) 给他换了手机电池 exchange sth. for sth.用某物换某物 exchange sth. with sb.与某人交换某物 exchange student交换生 in exchange for作为……的交换 The conference is a good place to share information and exchange ideas. 研讨会是互通信息、交流思想的好场所。 I'd like to exchange this dress for one in a smaller size. 我想把这件衣服换一件小点尺寸的。 Before graduation, students exchange presents with each other. 毕业前，同学们互相交换礼物。 It is not often that you get such an opportunity to be an exchange student. 你得到成为交换生这样的机会，可不是常有的事。 Would you like my old TV in exchange for this camera? 用我的旧电视机换这架照相机，你愿意吗？ ●[即学活用]　单句语法填空/完成句子 ①I'd like to exchange some pounds 　for　 dollars. ②For example, farmers brought a bag of grain in exchange 　for　 a ticket. ③Will you exchange your seat 　with　 me? ④He likes to 　exchange_ideas_with_others　. 他喜欢与别人交流思想。 3．charge v．充电；控告，指控；要价，收费 　Even if I charge it for a whole night, it still doesn't work.(教材P58) 即使我给它充上一整晚的电，它还是不能用。 charge sb. with (doing) sth.指控某人做某事 charge sb. for...因……向某人收费 in charge of负责；主管 take charge of负责；主管 free of charge免费 He had forgotten to charge the battery. 他忘记给电池充电了。 The airline didn't even charge him for the extra luggage. 航空公司甚至都没有收取他超重的那部分行李费。 He was the officer in charge of operations. 他是负责指挥作战行动的军官。 Dr. Smith is assigned to take charge of the department. 史密斯大夫受命负责这个部门。 Tickets are available free of charge from the school. 学校有免费票。 ●[即学活用]　单句语法填空/单项选择/完成句子 ①The police are going to charge him 　with　 murder. ②Challenge yourself and 　_____________________　 your own growth in your career. A．in charge of B．in charge C．take charge of D．take charge 答案：C ③The leaflet is available　____________________　 from post offices. A．in charge of B．with charge C．free of charge D．in charge 答案：C ④Someone is put 　in_charge_of_the_work.　 这项工作由专人负责。 4．guarantee v．确保，保证；担保 n．保证，担保；保修单 　Would you please show me your receipt so that we can check whether it is still under guarantee？(教材P58) 请出示您的收据，以便我们检查它是否仍在保修期内，好吗？ under guarantee　　　　在保修期内 guarantee to do sth. 保证做某事 guarantee that... 保证…… guarantee sb. sth. 保证某人某事 The watch is still under guarantee. 这只手表仍在保修期内。 We guarantee to deliver your goods within a week. 我们保证一周内交货。 I guarantee that he will appear in court. 我保证他会出庭。 He gave me a guarantee that it would never happen again. 他向我保证这种事情绝不会再发生。 The ticket will guarantee you free entry. 这张票可保证你免费入场。 ●[即学活用]　单句语法填空/单项选择 ①We guarantee 　to_complete　 (complete) our mission. ②Is your mobile phone 　under　 guarantee? ③We guarantee 　________________　your money if you're not delighted with your purchase. A．refund B．refunds C．refunding D．to refund 答案：D We'll get your sports watch checked immediately.(教材P58) 我们马上去检查你的运动表。 　[句式分析] 句中get your sports watch checked为过去分词作宾语补足语，表示被动。 get ＋宾语＋done＝have＋宾语＋done　使……被做(与宾语为被动关系) get ＋宾语＋doing sth＝ have＋宾语＋doing sth.　使……开始做某事(与宾语为主动关系) get ＋宾语＋to do sth＝ have＋宾语＋do sth.　使……做某事(与宾语为主动关系) I'll get my bike repaired tomorrow. 我明天去修自行车。 I'll get him to come and see you on Monday or Tuesday. 我会让他星期一或星期二来看你。 It is hard to get him doing his homework before dinner every day. 想要让他每天晚饭前做作业是很难的。 I had my computer repaired yesterday. 我昨天请人修了我的电脑。 The boss had the workers working day and night. 老板让工人们夜以继日地工作。 Mother had me go to the shop and buy some salt. 妈妈让我去商店买一些盐。 ●[即学活用]　单句语法填空/单项选择 ①She got her coat 　washed　 (wash)． ②He got me 　to_post　 (post) the letter for him. ③He got his wallet 　______________　on the bus yesterday. A．steal B．stole C．to be stolen D．stolen 答案：D ④The teacher had his students 　_____________________　English all the morning. A．study B．to study C．studying D．studied 答案：C 对应学生课时P37 Ⅰ.单词拼写 1．Before use，the 　battery　 (电池) must be charged. 2．We apologize for any 　inconvenience　 (不便) caused during the repairs. 3．Please 　check　 (检查) that these details are correct. 4．If I was in 　charge　 (负责) I'd do things differently. 5．You owe him an 　apology　 (道歉) for what you said. 6．A full 　refund　 (退款) will be given if the item is faulty. 7．I wrote her a 　receipt　 (收据) for the money. 8．I have run out of my 　patience　 (耐心) with her. Ⅱ.短语填空 under guarantee，complain about，so that，deal with，even if，in no time 1．The kids will be leaving home 　in_no_time　. 2．　Even_if　 you have dark skin，you still need protection from the sun. 3．His poems often 　deal_with　 the subject of death. 4．They brought her meat 　so_that　 she never went hungry. 5．Is the television still 　under_guarantee　？ 6．He likes to 　complain_about　 his personal miserable life. Ⅲ.单项选择 1．There is something wrong 　________　 my bike. A．on　 B．with　 C．to　 D．for 2．Once again，I'm sorry for any 　________　 caused. A．convenience B．convenient C．inconvenience D．inconvenient 3．I've got a flat tire on my bike，so I should have it 　________　. A．repair B．repaired C．repairing D．to repair 4．If you often complain 　________　 something，find the humor in it and have a laugh! A．for　 B．on　 C．about　 D．with 5．He's giving me English lessons 　________　 my teaching him Chinese. A．exchange with B．exchange to C．exchange for D．in exchange for 6．She has been charged 　________　 the attempted murder of her husband. A．of B．with C．for D．from 7．You should make an apology 　________　 your mother 　________　 your mistake. A．for，to B．to，to C．for，for D．to，for 8．I stood the little girl on a chair 　________　 she could see it clearly. A．in order to B．so that C．so as to D．in that 答案：1－5　BCBCD　6－8　BDB Ⅳ.阅读理解 A Beep! Beep! Barcode (条形码) technology makes it faster and easier to buy things in stores. This year，this great invention is 50 years old! Time has proved it to be a great invention. Before this，cashiers (收银员) had to do that by hand. What information does a barcode include? Where the product comes from，where it has been，its price，expiration date...you name it. It can also help stores record their products. For example，if there are 10 boxes of milk and a customer buys one，it will be recorded so that the store owner knows there are nine boxes left. “Its creation allowed the first digitization (数字化) in the control of the stock (库存)，”Jose Maria Bonmati from AECOC，a Spanish commercial association，told EL Mundo. The next generation of barcodes，such as QR codes，can hold more information. “They can tell consumers if a product contains allergens (过敏原) or if it is organic (有机的). This provides consumers with a greater level of trust in products they buy，” said GSI，an organization that develops global barcode standards. 1．What can we know about barcodes? A．They were first used to buy things. B．They were invented fifty years ago. C．They were used to control the stock. D．They were designed by a cashier from a store. 2．What is Paragraph 2 mainly about? A．What barcodes can be used for. B．What barcodes can help customers do. C．How widely barcodes are used. D．How information is stored in barcodes. 3．According to Jose Maria Bonmati，barcodes 　________　. A．make cashiers' work easier to do B．improve the level of trust in the products C．help companies better manage their stock D．tell consumers more about the products they buy 4．What can we know from the last paragraph? A．The importance of barcodes still needs to be proven. B．GSI is the next generation of barcodes. C．GSI is developing a new type of barcode. D．QR codes are more consumer­friendly. 5．Which word might the writer use to describe barcodes? A．Doubtful. B．Beautiful. C．Convenient. D．Uncertain. [语篇解读]　本文介绍了条形码技术的发展以及给人们带来的便利。 1．B　[细节理解题。根据“This year，this great invention is 50 years old！”可知，条形码是50年前发明的。故选B。] 2．A　[段落大意题。根据“What information does a barcode include? Where the product comes from，where it has been，its price，expiration date...”可知，第二段介绍了条形码包含的信息，以及这些信息的作用，并举例说明。故选A。] 3．C　[细节理解题。根据第三段“Its creation allowed the first digitization (数字化) in the control of the stock”可推知，条形码可以帮助更好地管理库存。故选C。] 4．D　[推理判断题。根据“They can tell consumers if a product contains allergens (过敏原) or if it is organic (有机的). This provides consumers with a greater level of trust in products they buy，”可知，二维码对消费者更友好。故选D。] 5．C　[观点态度题。根据“They can tell consumers if a product contains allergens (过敏原) or if it is organic (有机的). This provides consumers with a greater level of trust in products they buy”并通读全文可推断，故选C。] B A smile (微笑) is one of the most common human expressions (表情)．It's also one of the simplest. It makes us happier right away (try it now) and it can change the way others around us feel. We usually smile around 26 times a day. However，almost half of those smiles are fake (假的). We're smiling to be polite or because we don't want others to know how we're really feeling—which might be unhappy. Go into a large shop，find a shop worker and you'll see a fake smile soon. Although many people believe smiling is an important part of customer service (客户服务)，it seems it is not 　positive　 for the person who is smiling. A report says fake smiles make workers feel less happy at work. When shop workers，for example，are asked to smile at customers，the workers' feelings get worse during the day. As a result，they do less work than those workers who only smile when they really feel like it. What's more，your customers may not want to see your fake smiles. The US company，Walmart，opened nearly 100 shops in Germany some years ago.However，within eight years Walmart stopped doing business (生意) in the country. One of the reasons for their failure was customer service. In Walmart，workers were asked to smile at customers. However，Germans weren't used to this and they felt uncomfortable in the shops. 6．We know the reasons why people give fake smiles from Paragraph 　________　. A．1　　 B．2　　 C．3　　 D．4 7．What does the underlined word “positive” in Paragraph 3 mean in Chinese? A．有关联的 B．有目的的 C．有改观的 D．有助益的 8．German customers might think the smiles of the Walmart workers were 　________　. A．strange B．small C．warm D．quick 9．Which of the following is TRUE about Walmart? A．It had a good business for eight years. B．Its workers in Germany didn't smile often. C．Its customer service was the worst in Germany. D．It opened about 100 shops in Germany some years ago. 10．What does the passage mainly talk about? A．Fake smiles can bring people close. B．Fake smiles can be bad for business. C．Fake smiles are necessary sometimes. D．Fake smiles are good for people's health. [语篇解读]　本文讲述了微笑在服务行业中的不利之处。 6．B　[细节推理题。根据文章第二段“However，almost half of those smiles are fake (假的). We're smiling to be polite or because we don't want others to know how we're really feeling—which might be unhappy.”可知，我们从第二段中知道人们为什么会假笑。故选B。] 7．D　[词义猜测题。根据“Although many people believe smiling is an important part of customer service (客户服务)”，以及下文的“A report says fake smiles make workers feel less happy at work.”可推测出，positive的意思应该是“有助益的”。故选D。] 8．A　[推理判断题。根据文章最后一段“In Walmart，workers were asked to smile at customers. However，Germans weren't used to this and they felt uncomfortable in the shops.”可知，德国顾客可能会觉得沃尔玛员工的笑很奇怪。故选A。] 9．D　[细节理解题。根据第四段第二句“The US company，Walmart，opened nearly 100 shops in Germany some years ago.”可知应选D。] 10．B　[主旨大意题。第三段讲述了假笑会给商店里的员工带来越来越糟糕的感受，会导致他们工作起来不如那些真心想笑的人那么卖力。第四段讲述了开设在德国的沃尔玛超市，因为员工的假笑，让顾客感到不舒服，所以开设在德国的沃尔玛超市在8年内逐一停业了。以上都能说明，这篇文章谈论的主题是假笑可能会对生意不利。故选B。] Ⅴ.补全对话 A＝Clerk: Miss Lu　B＝Customer：Jack Green A：Morning! Is there anything I can do for you? B：Yes，please！　____1____　 A：Yes，we do. What kind of room would you like? B：　____2____　 A：OK.　____3____　 B：Jack Green. A：How long will you be staying? B：One week.　____4____　 A：Each night costs 320 RMB，but for a week stay，we can offer you 280 RMB. B：That's great. Is breakfast included? A：Yes，it is.　____5____　 B：OK. Here's the money and the form. A：Thank you. Here's your key. Enioy your stay! A．And your name? B．Do you have any rooms available at the moment? C．How much is it for one night? D．A double room，please. E．How many persons? F．I'm here on business. G．Please fill in this form. 答案：BDACG 学科网（北京）股份有限公司 $$ 对应学生课时P37 Ⅰ.单词拼写 1．Before use，the 　battery　 (电池) must be charged. 2．We apologize for any 　inconvenience　 (不便) caused during the repairs. 3．Please 　check　 (检查) that these details are correct. 4．If I was in 　charge　 (负责) I'd do things differently. 5．You owe him an 　apology　 (道歉) for what you said. 6．A full 　refund　 (退款) will be given if the item is faulty. 7．I wrote her a 　receipt　 (收据) for the money. 8．I have run out of my 　patience　 (耐心) with her. Ⅱ.短语填空 under guarantee，complain about，so that，deal with，even if，in no time 1．The kids will be leaving home 　in_no_time　. 2．　Even_if　 you have dark skin，you still need protection from the sun. 3．His poems often 　deal_with　 the subject of death. 4．They brought her meat 　so_that　 she never went hungry. 5．Is the television still 　under_guarantee　？ 6．He likes to 　complain_about　 his personal miserable life. Ⅲ.单项选择 1．There is something wrong 　________　 my bike. A．on　 B．with　 C．to　 D．for 2．Once again，I'm sorry for any 　________　 caused. A．convenience B．convenient C．inconvenience D．inconvenient 3．I've got a flat tire on my bike，so I should have it 　________　. A．repair B．repaired C．repairing D．to repair 4．If you often complain 　________　 something，find the humor in it and have a laugh! A．for　 B．on　 C．about　 D．with 5．He's giving me English lessons 　________　 my teaching him Chinese. A．exchange with B．exchange to C．exchange for D．in exchange for 6．She has been charged 　________　 the attempted murder of her husband. A．of B．with C．for D．from 7．You should make an apology 　________　 your mother 　________　 your mistake. A．for，to B．to，to C．for，for D．to，for 8．I stood the little girl on a chair 　________　 she could see it clearly. A．in order to B．so that C．so as to D．in that 答案：1－5　BCBCD　6－8　BDB Ⅳ.阅读理解 A Beep! Beep! Barcode (条形码) technology makes it faster and easier to buy things in stores. This year，this great invention is 50 years old! Time has proved it to be a great invention. Before this，cashiers (收银员) had to do that by hand. What information does a barcode include? Where the product comes from，where it has been，its price，expiration date...you name it. It can also help stores record their products. For example，if there are 10 boxes of milk and a customer buys one，it will be recorded so that the store owner knows there are nine boxes left. “Its creation allowed the first digitization (数字化) in the control of the stock (库存)，”Jose Maria Bonmati from AECOC，a Spanish commercial association，told EL Mundo. The next generation of barcodes，such as QR codes，can hold more information. “They can tell consumers if a product contains allergens (过敏原) or if it is organic (有机的). This provides consumers with a greater level of trust in products they buy，” said GSI，an organization that develops global barcode standards. 1．What can we know about barcodes? A．They were first used to buy things. B．They were invented fifty years ago. C．They were used to control the stock. D．They were designed by a cashier from a store. 2．What is Paragraph 2 mainly about? A．What barcodes can be used for. B．What barcodes can help customers do. C．How widely barcodes are used. D．How information is stored in barcodes. 3．According to Jose Maria Bonmati，barcodes 　________　. A．make cashiers' work easier to do B．improve the level of trust in the products C．help companies better manage their stock D．tell consumers more about the products they buy 4．What can we know from the last paragraph? A．The importance of barcodes still needs to be proven. B．GSI is the next generation of barcodes. C．GSI is developing a new type of barcode. D．QR codes are more consumer­friendly. 5．Which word might the writer use to describe barcodes? A．Doubtful. B．Beautiful. C．Convenient. D．Uncertain. [语篇解读]　本文介绍了条形码技术的发展以及给人们带来的便利。 1．B　[细节理解题。根据“This year，this great invention is 50 years old！”可知，条形码是50年前发明的。故选B。] 2．A　[段落大意题。根据“What information does a barcode include? Where the product comes from，where it has been，its price，expiration date...”可知，第二段介绍了条形码包含的信息，以及这些信息的作用，并举例说明。故选A。] 3．C　[细节理解题。根据第三段“Its creation allowed the first digitization (数字化) in the control of the stock”可推知，条形码可以帮助更好地管理库存。故选C。] 4．D　[推理判断题。根据“They can tell consumers if a product contains allergens (过敏原) or if it is organic (有机的). This provides consumers with a greater level of trust in products they buy，”可知，二维码对消费者更友好。故选D。] 5．C　[观点态度题。根据“They can tell consumers if a product contains allergens (过敏原) or if it is organic (有机的). This provides consumers with a greater level of trust in products they buy”并通读全文可推断，故选C。] B A smile (微笑) is one of the most common human expressions (表情)．It's also one of the simplest. It makes us happier right away (try it now) and it can change the way others around us feel. We usually smile around 26 times a day. However，almost half of those smiles are fake (假的). We're smiling to be polite or because we don't want others to know how we're really feeling—which might be unhappy. Go into a large shop，find a shop worker and you'll see a fake smile soon. Although many people believe smiling is an important part of customer service (客户服务)，it seems it is not 　positive　 for the person who is smiling. A report says fake smiles make workers feel less happy at work. When shop workers，for example，are asked to smile at customers，the workers' feelings get worse during the day. As a result，they do less work than those workers who only smile when they really feel like it. What's more，your customers may not want to see your fake smiles. The US company，Walmart，opened nearly 100 shops in Germany some years ago.However，within eight years Walmart stopped doing business (生意) in the country. One of the reasons for their failure was customer service. In Walmart，workers were asked to smile at customers. However，Germans weren't used to this and they felt uncomfortable in the shops. 6．We know the reasons why people give fake smiles from Paragraph 　________　. A．1　　 B．2　　 C．3　　 D．4 7．What does the underlined word “positive” in Paragraph 3 mean in Chinese? A．有关联的 B．有目的的 C．有改观的 D．有助益的 8．German customers might think the smiles of the Walmart workers were 　________　. A．strange B．small C．warm D．quick 9．Which of the following is TRUE about Walmart? A．It had a good business for eight years. B．Its workers in Germany didn't smile often. C．Its customer service was the worst in Germany. D．It opened about 100 shops in Germany some years ago. 10．What does the passage mainly talk about? A．Fake smiles can bring people close. B．Fake smiles can be bad for business. C．Fake smiles are necessary sometimes. D．Fake smiles are good for people's health. [语篇解读]　本文讲述了微笑在服务行业中的不利之处。 6．B　[细节推理题。根据文章第二段“However，almost half of those smiles are fake (假的). We're smiling to be polite or because we don't want others to know how we're really feeling—which might be unhappy.”可知，我们从第二段中知道人们为什么会假笑。故选B。] 7．D　[词义猜测题。根据“Although many people believe smiling is an important part of customer service (客户服务)”，以及下文的“A report says fake smiles make workers feel less happy at work.”可推测出，positive的意思应该是“有助益的”。故选D。] 8．A　[推理判断题。根据文章最后一段“In Walmart，workers were asked to smile at customers. However，Germans weren't used to this and they felt uncomfortable in the shops.”可知，德国顾客可能会觉得沃尔玛员工的笑很奇怪。故选A。] 9．D　[细节理解题。根据第四段第二句“The US company，Walmart，opened nearly 100 shops in Germany some years ago.”可知应选D。] 10．B　[主旨大意题。第三段讲述了假笑会给商店里的员工带来越来越糟糕的感受，会导致他们工作起来不如那些真心想笑的人那么卖力。第四段讲述了开设在德国的沃尔玛超市，因为员工的假笑，让顾客感到不舒服，所以开设在德国的沃尔玛超市在8年内逐一停业了。以上都能说明，这篇文章谈论的主题是假笑可能会对生意不利。故选B。] Ⅴ.补全对话 A＝Clerk: Miss Lu　B＝Customer：Jack Green A：Morning! Is there anything I can do for you? B：Yes，please！　____1____　 A：Yes，we do. What kind of room would you like? B：　____2____　 A：OK.　____3____　 B：Jack Green. A：How long will you be staying? B：One week.　____4____　 A：Each night costs 320 RMB，but for a week stay，we can offer you 280 RMB. B：That's great. Is breakfast included? A：Yes，it is.　____5____　 B：OK. Here's the money and the form. A：Thank you. Here's your key. Enioy your stay! A．And your name? B．Do you have any rooms available at the moment? C．How much is it for one night? D．A double room，please. E．How many persons? F．I'm here on business. G．Please fill in this form. 答案：BDACG 学科网（北京）股份有限公司 $$Section 1　Warming up，Listening&Speaking UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 单元 知识集锦 01 课前 新知预览 02 课堂 要点精析 03 课后 素养提升 04 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 单元 知识集锦 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 课前 新知预览 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 课堂 要点精析 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 下一页 上一页 返回导航 英语基础模拟（GJ3） UNIT 4 Customer Service 　1.了解顾客并会处理顾客的抱怨；2.会写电子邮件处理顾客的抱怨；3.提倡做生意要诚实，不要欺骗消费者。 重点单词 apology n．道歉 arrange v．安排；筹备 battery n．电池 blank adj.空白的 charge v．充电 check v．检查；核对 complaint n．抱怨；投诉 damage v．破坏；损害 delay v．推迟；延期；延迟 deliver v．投递；运送 delivery n．递送；投递 exchange v．调换；更换 guarantee n．保证；担保 inconvenience n．不便；麻烦 leaflet n．传单；小册子 mention v．提到；谈到 patience n．耐心；耐性 promise v．承诺；许诺 receipt n．发票；收据 reduce v．减少；降低 refund v．退还；退款；偿还 request n．要求；请求 sheet n．单子 sincere adj.衷心的；诚挚的 sincerity n．真诚；真挚 solution n．解决方法 重点短语 complain about　　抱怨 under guarantee 在保修期内 so that 以便；所以 deal with 处理；涉及 due to 由于；应归于 in charge of 负责；主管 try one's best to do sth. 尽某人最大的努力做某事 work out 解决；算出 make sure 确信；证实 even though　　虽然，即使 in the future 在将来 make up for 补偿，弥补 send out 发送；派遣 be prepared for 为……作准备 at the beginning of 在……的开始 ahead of time 提前；提早 in order that 为了；以便 look forward to 盼望，期待 重点句型 1.Would you please show me your receipt so that we can check whether it is still under guarantee? 2．We'll get your sports watch checked immediately. 3．It happened that there was another company who ordered similar leaflets in the same district as your company. 4．As you mentioned in your letter, delayed delivery will cause loss to your business. 单元 语法 状语从句 话题 写作 投诉信 Ⅰ.单词预习 1．　battery　 n．电池 2．　inconvenience　 n．不便，麻烦→　convenience　 n．方便，便利 3．　check　 v．检查，核对 4．　exchange　 v．调换，更换 5．　charge　 v．充电 6．　apology　 n．道歉→　apologize　 v．道歉，谢罪 7．　refund　 v．退还；退款；偿还 8．　blank　 adj.空白的 9．　receipt　 n．发票，收据 10．　guarantee　 n．保证，担保 11．　immediately　 adv.立即，马上 12．　patience　 n．耐心；耐性→　patient　 adj.能忍耐的，有耐心的 Ⅱ.短语预习 1．　complain about　　抱怨 2．　under guarantee　 在保修期内 3．　so that　 以便；所以 4．　deal with　 处理；涉及 5．　make a complaint　 抱怨 6．　even if　 即使；虽然 7．　in no time　 立刻，很快 Ⅲ.句型预习(将A栏与B栏的对话内容相匹配) 答案：1－5：CEBAD 1．complain v．诉说 ；抱怨，投诉 　I'm calling to complain about the terrible service you provided at the restaurant. (教材P56) 我打电话来投诉你们在餐厅提供的糟糕服务。 complain (to sb.) about/of sth.(向某人)抱怨某事 complain (to sb.) that...(向某人)抱怨…… complaint n．抱怨，投诉 make a complaint (to sb.) about/of sth.(向某人)抱怨某事 I'm going to complain to the manager about this. 我要就这件事向经理投诉。 Tourists complain of being ripped off by local cab drivers. 游客抱怨被当地的出租车司机敲了竹杠。 People complain about how children spend so much time on computer games. 人们抱怨孩子怎么花那么多时间玩电脑游戏。 The customer made a complaint about the poor service of this restaurant. 顾客抱怨这家餐馆服务不好。 He didn't like the meal so he made a complaint to the manager of the restaurant. 他不喜欢这顿饭，所以他向餐馆经理抱怨了一通。 ●[即学活用]　单句语法填空/单项选择 ①Do actors complain 　about　 your approach? ②The food was excellent—I had no cause for 　complaint　(complain). ③He complained 　____________　 me 　___________　 the bad weather here. A．for；about　　　 B．to；about C．for；of D．to；for 答案：B 2．exchange n．交换，互换v. 交换，互换； 　have the battery of his mobile phone exchanged(教材P57) 给他换了手机电池 exchange sth. for sth.用某物换某物 exchange sth. with sb.与某人交换某物 exchange student交换生 in exchange for作为……的交换 The conference is a good place to share information and exchange ideas. 研讨会是互通信息、交流思想的好场所。 I'd like to exchange this dress for one in a smaller size. 我想把这件衣服换一件小点尺寸的。 Before graduation, students exchange presents with each other. 毕业前，同学们互相交换礼物。 It is not often that you get such an opportunity to be an exchange student. 你得到成为交换生这样的机会，可不是常有的事。 Would you like my old TV in exchange for this camera? 用我的旧电视机换这架照相机，你愿意吗？ ●[即学活用]　单句语法填空/完成句子 ①I'd like to exchange some pounds 　for　 dollars. ②For example, farmers brought a bag of grain in exchange 　for　 a ticket. ③Will you exchange your seat 　with　 me? ④He likes to 　exchange ideas with others　. 他喜欢与别人交流思想。 3．charge v．充电；控告，指控；要价，收费 　Even if I charge it for a whole night, it still doesn't work.(教材P58) 即使我给它充上一整晚的电，它还是不能用。 charge sb. with (doing) sth.指控某人做某事 charge sb. for...因……向某人收费 in charge of负责；主管 take charge of负责；主管 free of charge免费 He had forgotten to charge the battery. 他忘记给电池充电了。 The airline didn't even charge him for the extra luggage. 航空公司甚至都没有收取他超重的那部分行李费。 He was the officer in charge of operations. 他是负责指挥作战行动的军官。 Dr. Smith is assigned to take charge of the department. 史密斯大夫受命负责这个部门。 Tickets are available free of charge from the school. 学校有免费票。 ●[即学活用]　单句语法填空/单项选择/完成句子 ①The police are going to charge him 　with　 murder. ②Challenge yourself and 　_____________________　 your own growth in your career. A．in charge of B．in charge C．take charge of D．take charge 答案：C ③The leaflet is available　____________________　 from post offices. A．in charge of B．with charge C．free of charge D．in charge 答案：C ④Someone is put 　in charge of the work.　 这项工作由专人负责。 4．guarantee v．确保，保证；担保 n．保证，担保；保修单 　Would you please show me your receipt so that we can check whether it is still under guarantee？(教材P58) 请出示您的收据，以便我们检查它是否仍在保修期内，好吗？ under guarantee　　　　在保修期内 guarantee to do sth. 保证做某事 guarantee that... 保证…… guarantee sb. sth. 保证某人某事 The watch is still under guarantee. 这只手表仍在保修期内。 We guarantee to deliver your goods within a week. 我们保证一周内交货。 I guarantee that he will appear in court. 我保证他会出庭。 He gave me a guarantee that it would never happen again. 他向我保证这种事情绝不会再发生。 The ticket will guarantee you free entry. 这张票可保证你免费入场。 ●[即学活用]　单句语法填空/单项选择 ①We guarantee 　to complete　 (complete) our mission. ②Is your mobile phone 　under　 guarantee? ③We guarantee 　 _______________　your money if you're not delighted with your purchase. A．refund B．refunds C．refunding D．to refund 答案：D We'll get your sports watch checked immediately.(教材P58) 我们马上去检查你的运动表。 　[句式分析] 句中get your sports watch checked为过去分词作宾语补足语，表示被动。 get ＋宾语＋done＝have＋宾语＋done　使……被做(与宾语为被动关系) get ＋宾语＋doing sth＝ have＋宾语＋doing sth.　使……开始做某事(与宾语为主动关系) get ＋宾语＋to do sth＝ have＋宾语＋do sth.　使……做某事(与宾语为主动关系) I'll get my bike repaired tomorrow. 我明天去修自行车。 I'll get him to come and see you on Monday or Tuesday. 我会让他星期一或星期二来看你。 It is hard to get him doing his homework before dinner every day. 想要让他每天晚饭前做作业是很难的。 I had my computer repaired yesterday. 我昨天请人修了我的电脑。 The boss had the workers working day and night. 老板让工人们夜以继日地工作。 Mother had me go to the shop and buy some salt. 妈妈让我去商店买一些盐。 ●[即学活用]　单句语法填空/单项选择 ①She got her coat 　washed　 (wash)． ②He got me 　to post　 (post) the letter for him. ③He got his wallet 　______________　on the bus yesterday. A．steal B．stole C．to be stolen D．stolen 答案：D ④The teacher had his students 　_____________________　English all the morning. A．study B．to study C．studying D．studied 答案：C $$