Unit 4 Customer Service（B卷·单元测试卷）-《英语 基础模块3》（高教版2023版）《同步单元AB卷》（原卷版+解析版）

编写说明：本套【安徽专用】《同步单元AB卷》紧扣《英语 基础模块3》（高教版2023版）教材，以教材单元为基准精准覆盖核心考点，并紧密贴合安徽省真题题型。A卷为考点梳理卷，侧重考点分层突破；B卷为单元测试卷，强化综合能力检测，助力师生高效把握区域教学重点，提升应试能力与知识应用水平。 本卷是Unit 4 Customer Service的考点梳理卷，主要考查词汇、词组、句式句型和情景交际功能话题表达法。 Unit 4 Customer Service B卷·单元测试卷 考试时间：40分钟 满分：60分 班级 姓名 学号 成绩 1、 选择填空1-15题（每小题2分，共30分） 1.The store has a policy to _______ goods within 7 days of purchase. A. exchange B. change C. replace D. return 2.The customer service team works hard to _______ customer satisfaction. A. improve B. increase C. raise D. lift 3.Please _______ your name and address so that we can send you the product. A. provide B. give C. offer D. supply 4.The company has a good _______ for its excellent customer service. A. reputation B. name C. fame D. honor 5.The customer was _______ with the quick response from the service team. A. satisfied B. pleased C. happy D. glad 6．— I can’t find my phone ________ I left it just now. — Don’t worry. Let me dial your phone number first. A．wherever B．where C．as D．since 7．You will not make rapid progress ______ you’ve learnt to study by yourself. A．while B．until C．since D．when 8．—I’m sorry I made a mistake! —________. Nobody is perfect. A．Take your time B．You’re right C．Whatever you say D．Take it easy 9．The world will be a happier place ______ people smile more. A．if B．until C．unless D．although 10．I often go to the mountains ________ I love nature—the trees, the birds and the fresh air. A．unless B．until C．although D．because 11．—What I said just now made you feel bad, so I must apologize to you —________. I know you were worried about me. A．I think so B．That’s OK C．Good idea D．That’s a pity 12．— Sorry for not bringing the book you lent me. — ________. Just return it to me tomorrow. A．Not again B．Never mind C．All right D．That’s unfair 13．— Bob, this is my sister Lisa, not Mary. — Oh, sorry! ________. A．Thanks a lot B．My mistake C．You’re welcome. D．I’m fine 14．— Can you come to my party on Saturday afternoon? — ________. I’ll have to help my parents. A．Yes, I’d love to B．Sorry, I can’t C．Let’s go D．Yes, please 15．—Would you mind not playing soccer in the street? —________. We’ll go and play in the park. A．Of course B．Sorry C．Thank you D．It doesn’t matter 二、阅读理解16-30题（每小题2分，共30分） A Live-streaming Rooms 直播带货间 He Wei Wu Ming Mei Ping & Gan Dong LI-NINGT-shirts Pu’er Tea Hai’er fridge 8:30 a.m. — 10:00 a.m. On Sunday 2:00 p.m. — 4:00 p.m. On Monday 7:00 p.m. — 8:30 p.m. On Friday ¥150 each; ¥280 for two, cheaper 800 yuan for 1 kilo 1999 yuan for one ·made of Xinjiang cotton ·sizes: XS, S, M, L, XL ·tele: 0826-3206666 ·tele: 0826-3206789 ·made in Yunnan ·made by hand ·tele: 023-5109998 ·WIFI connection ·dry and wet separation (干湿分离) ·tele: 010-7326888 16．How many sizes are there in He Wei’s live-streaming room? A．5. B．4. C．7. D．6. 17．What are Li-Ning T-shirts made of? A．Wool. B．Silk. C．Xinjiang cotton. D．Sichuan bamboo. 18．Whose live-streaming room will you go, if you want to buy some Pu’er Tea? A．He Wei’s. B．Gan Dong’s. C．Mei Ping’s. D．Wu Ming’s. 19．How much do you need to pay for two Li-Ning T-shirts and one kilo of Pu’er tea? A．$1,080. B．¥1,080. C．$1,100. D．$950. 20．According to the passage, which one is right? A．We can buy Pu’er Tea from Wu Ming. B．The Hai’er fridge doesn’t have a WIFI connection. C．He Wei’s live-streaming room opens on Monday. D．If we want to buy some T-shirts, we can call Mei Ping at 0826-3202020. B Complaining about faulty goods or bad services is never easy. However, if something you bought does not do what it claims to do, you are not asking for a favor to get it put right. Complaints should be made to a responsible person. Go back to the shop where you bought the product, taking any receipt you may have with you. In a small store, the assistant may also be the owner. So, you can complain directly. In a chain store, find the customer service or the store manager. If you make your complaint on telephone, ask the name of the person who handles your call. Otherwise you may never find out who dealt with the complaint later. If you do not want to do it in person, write a letter. Stick to the facts and keep a copy of what you write. At this stage, you should give the receipt numbers. 21．What kind of thing is a complaint according to this article? A．Never easy. B．Easy. C．Unhappy. D．Not mentioned. 22．When you come back to the store with your complaint, you should take _______. A．cash B．bank card C．receipt D．good mood 23．Who can we complain to? A．Shopkeeper. B．Manager. C．Customer service. D．All of the above. 24．Which of the following statements is NOT true? A．Complaining is a difficult thing to do. B．It’s better to keep the receipt when you buy the goods. C．You should complain to the assistant. D．You can write a letter when you don’t want to complain in person. 25．Which of the following is the best title for this article? A．Making Complaint. B．Go Shopping. C．How Complaints Are Handled. D．Faulty Goods, Bad Services. C 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. 26．We know the reasons why people give fake smiles from Paragraph ________. A．1 B．2 C．3 D．4 27．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．有帮助的 28．German customers might think the smiles of the Walmart workers were ________. A．strange B．small C．warm D．quick 29．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. 30．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. 原创精品资源学科网独家享有版权，侵权必究！ 学科网（北京）股份有限公司 学科网（北京）股份有限公司 $$ 编写说明：本套【安徽专用】《同步单元AB卷》紧扣《英语 基础模块3》（高教版2023版）教材，以教材单元为基准精准覆盖核心考点，并紧密贴合安徽省真题题型。A卷为考点梳理卷，侧重考点分层突破；B卷为单元测试卷，强化综合能力检测，助力师生高效把握区域教学重点，提升应试能力与知识应用水平。 本卷是Unit 4 Customer Service的考点梳理卷，主要考查词汇、词组、句式句型和情景交际功能话题表达法。 Unit 4 Customer Service B卷·单元测试卷 考试时间：40分钟 满分：60分 班级 姓名 学号 成绩 1、 选择填空1-15题（每小题2分，共30分） 1.The store has a policy to _______ goods within 7 days of purchase. A. exchange B. change C. replace D. return 【答案】A 【详解】考查动词词义辨析。句意：商店有购买后 7 天内可换货的政策。exchange 指 “交换、换货”；change “改变”；replace “替换” 需加 with；return “退回”，此处指换货，故选 A。 2.The customer service team works hard to _______ customer satisfaction. A. improve B. increase C. raise D. lift 【答案】A 【详解】考查动词搭配。句意：客户服务团队努力提升客户满意度。improve“提升、改善” 与 satisfaction 搭配；increase “增加”、raise “提高”、lift “举起” 均不与 satisfaction 搭配。 3.Please _______ your name and address so that we can send you the product. A. provide B. give C. offer D. supply 【答案】A 【详解】考查动词辨析。句意：请提供您的姓名和地址以便我们给您发货。provide 强调 “提供所需之物”；give “给”、offer “主动提供”、supply “供应”，此处用 provide 最合适。 4.The company has a good _______ for its excellent customer service. A. reputation B. name C. fame D. honor 【答案】A 【详解】考查名词词义辨析。句意：这家公司因其优质的客户服务享有良好声誉。reputation 指 “声誉”，强调公众评价；name “名字”、fame “名气”、honor “荣誉” 均不符合。 5.The customer was _______ with the quick response from the service team. A. satisfied B. pleased C. happy D. glad 【答案】A 【详解】考查固定搭配。句意：客户对服务团队的快速响应感到满意。be satisfied with 为固定短语 “对…… 满意”；其他形容词需与 with 搭配时表达不同，故选 A。 6．— I can’t find my phone ________ I left it just now. — Don’t worry. Let me dial your phone number first. A．wherever B．where C．as D．since 【答案】B 【详解】考查连词辨析。句意：我刚才把手机放在哪里了，现在找不到它了。A. wherever无论哪里；B. where在哪里；C. as当；D. since自从。句子中“I can’t find my phone”是主句，后面需要一个引导词来引导从句，对“找不到手机”这件事在地点方面进行补充说明，即表达“在我刚才放它的地方找不到手机了”，故用where引导地点状语从句。故选B。 7．You will not make rapid progress ______ you’ve learnt to study by yourself. A．while B．until C．since D．when 【答案】B 【详解】考查连词词义辨析。句意：直到你学会自学，你才会进步很快。A. while在……期间；B. until直到；C. since自从；D. when当……时候。根据句意可知，“not...until”意为“直到……才……”，符合题意。故选B。 8．—I’m sorry I made a mistake! —________. Nobody is perfect. A．Take your time B．You’re right C．Whatever you say D．Take it easy 【答案】D 【详解】考查情景交际。句意：—很抱歉我犯了一个错误！—放轻松。人无完人。A. Take your time慢慢来；B. You’re right你是对的；C. Whatever you say无论你说什么；D. Take it easy放轻松。根据“Nobody is perfect.”可知，此处表示安慰，让对方放松焦虑的心态。故选D。 9．The world will be a happier place ______ people smile more. A．if B．until C．unless D．although 【答案】A 【详解】考查连词辨析。句意：如果人们多微笑，世界将会更美好。A. if 如果；B. until 直到……为止；C. unless 除非，如果不；D. although 虽然，尽管。分析句子可知，设空处后面是一个从句，再根据句意可知，从句是一种假设条件，用表示条件的引导词“如果”。故选A。 10．I often go to the mountains ________ I love nature—the trees, the birds and the fresh air. A．unless B．until C．although D．because 【答案】D 【详解】考查连词辨析。句意：我经常去山里，因为我热爱大自然——树木，鸟儿和新鲜空气。A. unless除非；B. until直到；C. although尽管；D. because因为。根据句意可知，后句解释了前句的原因，用because。故选D。 11．—What I said just now made you feel bad, so I must apologize to you —________. I know you were worried about me. A．I think so B．That’s OK C．Good idea D．That’s a pity 【答案】B 【详解】考查情景交际。 句意：——我刚才说的话让你不舒服了，所以我必须向你道歉。——没关系。我知道你是担心我。A. I think so我也这么想；B. That’s OK没关系；C. Good idea好主意；D. That’s a pity太遗憾了。根据“I know you were worried about me.”可知，是接受道歉，回应“没关系”。故选B。 12．— Sorry for not bringing the book you lent me. — ________. Just return it to me tomorrow. A．Not again B．Never mind C．All right D．That’s unfair 【答案】B 【详解】考查情景交际。句意：——对不起，没有把你借给我的书带来。——没关系，明天还给我就行了。A. Not again不会再有了；B. Never mind没关系；C. All right好的；D. That’s unfair这不公平。根据“Just return it to me tomorrow.”可知，表明说话者不介意，此处是回复没关系。故选B。 13．— Bob, this is my sister Lisa, not Mary. — Oh, sorry! ________. A．Thanks a lot B．My mistake C．You’re welcome. D．I’m fine 【答案】B 【详解】考查情景交际。句意：——鲍勃，这是我妹妹丽莎，不是玛丽。——哦，对不起！我的错误。A. Thanks a lot谢谢；B. My mistake我的错误；C. You’re welcome.不客气；D. I’m fine我很好。根据“Oh, sorry!”可知，是记错了，应回答我的错误。故选B。 14．— Can you come to my party on Saturday afternoon? — ________. I’ll have to help my parents. A．Yes, I’d love to B．Sorry, I can’t C．Let’s go D．Yes, please 【答案】B 【详解】考查情景交际。句意：——星期六下午你能来参加我的聚会吗？——对不起，我不能。我得帮助我的父母。A. Yes, I’d love to是的，我很乐意；B. Sorry, I can’t对不起，我不能；C. Let’s go我们走吧；D. Yes, please是的，请。根据“I’ll have to help my parents.”可知，我不能去参加聚会，对不能接受邀请应表达歉意。故选B。 15．—Would you mind not playing soccer in the street? —________. We’ll go and play in the park. A．Of course B．Sorry C．Thank you D．It doesn’t matter 【答案】B 【详解】考查情景交际。句意：——你介意不要在街上踢足球吗？——抱歉。我们会去公园踢。A.  Of course当然；B. Sorry抱歉；C. Thank you谢谢；D. It doesn’t matter没关系。根据“We’ll go and play in the park.”可知，表明说话者接受了建议并道歉。故选B。 二、阅读理解16-30题（每小题2分，共30分） A Live-streaming Rooms 直播带货间 He Wei Wu Ming Mei Ping & Gan Dong LI-NINGT-shirts Pu’er Tea Hai’er fridge 8:30 a.m. — 10:00 a.m. On Sunday 2:00 p.m. — 4:00 p.m. On Monday 7:00 p.m. — 8:30 p.m. On Friday ¥150 each; ¥280 for two, cheaper 800 yuan for 1 kilo 1999 yuan for one ·made of Xinjiang cotton ·sizes: XS, S, M, L, XL ·tele: 0826-3206666 ·tele: 0826-3206789 ·made in Yunnan ·made by hand ·tele: 023-5109998 ·WIFI connection ·dry and wet separation (干湿分离) ·tele: 010-7326888 16．How many sizes are there in He Wei’s live-streaming room? A．5. B．4. C．7. D．6. 17．What are Li-Ning T-shirts made of? A．Wool. B．Silk. C．Xinjiang cotton. D．Sichuan bamboo. 18．Whose live-streaming room will you go, if you want to buy some Pu’er Tea? A．He Wei’s. B．Gan Dong’s. C．Mei Ping’s. D．Wu Ming’s. 19．How much do you need to pay for two Li-Ning T-shirts and one kilo of Pu’er tea? A．$1,080. B．¥1,080. C．$1,100. D．$950. 20．According to the passage, which one is right? A．We can buy Pu’er Tea from Wu Ming. B．The Hai’er fridge doesn’t have a WIFI connection. C．He Wei’s live-streaming room opens on Monday. D．If we want to buy some T-shirts, we can call Mei Ping at 0826-3202020. 【答案】16．A 17．C 18．D 19．B 20．A 【导语】这是一篇说明文。文章介绍了三个直播带货间，他们所售卖的物品、价格和直播时间等信息。 【详解】 16．细节理解题。 根据“He Wei”一列中“ sizes: XS, S, M, L, XL (尺码：XS、S、M、L、XL )”可知，何伟的直播带货间所卖的李宁T恤有5个尺码。故选A。 17．细节理解题。根据“He Wei”一列中“made of Xinjiang cotton (采用新疆棉制成)”可知，李宁T恤是由新疆棉制成的。故选C。 18．细节理解题。根据“Wu Ming”一列中“Pu’er Tea (普洱茶)”可知，如果想买普洱茶，可以去吴明的直播间。故选D。 19．细节理解题。根据“He Wei”一列中“¥280 for two (两件280 元)”以及“Wu Ming”一列中“800 yuan for 1 kilo (1公斤售价800 元)”可知，要买两件李宁T恤和一公斤普洱茶，需要支付280+800=1080元。故选B。 20．细节理解题。 根据“Wu Ming”一列中“Pu’er Tea (普洱茶)”可知，A选项“我们可以从吴明那里买到普洱茶”描述正确。故选A。 B Complaining about faulty goods or bad services is never easy. However, if something you bought does not do what it claims to do, you are not asking for a favor to get it put right. Complaints should be made to a responsible person. Go back to the shop where you bought the product, taking any receipt you may have with you. In a small store, the assistant may also be the owner. So, you can complain directly. In a chain store, find the customer service or the store manager. If you make your complaint on telephone, ask the name of the person who handles your call. Otherwise you may never find out who dealt with the complaint later. If you do not want to do it in person, write a letter. Stick to the facts and keep a copy of what you write. At this stage, you should give the receipt numbers. 21．What kind of thing is a complaint according to this article? A．Never easy. B．Easy. C．Unhappy. D．Not mentioned. 22．When you come back to the store with your complaint, you should take _______. A．cash B．bank card C．receipt D．good mood 23．Who can we complain to? A．Shopkeeper. B．Manager. C．Customer service. D．All of the above. 24．Which of the following statements is NOT true? A．Complaining is a difficult thing to do. B．It’s better to keep the receipt when you buy the goods. C．You should complain to the assistant. D．You can write a letter when you don’t want to complain in person. 25．Which of the following is the best title for this article? A．Making Complaint. B．Go Shopping. C．How Complaints Are Handled. D．Faulty Goods, Bad Services. 【答案】21．A 22．C 23．D 24．C 25．A 【导语】本文是一篇说明文，主要讲述了如何针对有问题的商品或服务进行投诉，包括投诉对象、投诉时需携带的物品、投诉方式等内容 。 【详解】 21．细节理解题。根据文章第一段“Complaining about faulty goods or bad services is never easy. (投诉有问题的商品或糟糕的服务从来都不是容易的事。)”可知，投诉不是容易的事。故选A。 22．细节理解题。根据文章第二段“Go back to the shop where you bought the product, taking any receipt you may have with you. (回到你购买商品的商店，带上你可能有的任何收据。)”可知，投诉时应带上收据。故选C。 23．细节理解题。根据文章第二段“Complaints should be made to a responsible person. Go back to the shop where you bought the product… In a small store, the assistant may also be the owner. So, you can complain directly. In a chain store, find the customer service or the store manager. (投诉应向负责人提出。回到你购买商品的商店……在小商店里，店员也可能是店主，所以你可以直接投诉。在连锁商店，找到客户服务部或商店经理。)”可知，店主、经理、客户服务部都可以投诉。故选D。 24．细节理解题。根据文章第二段“Complaints should be made to a responsible person. Go back to the shop where you bought the product… In a small store, the assistant may also be the owner. So, you can complain directly. In a chain store, find the customer service or the store manager. (投诉应向负责人提出。回到你购买商品的商店……在小商店里，店员也可能是店主，所以你可以直接投诉。在连锁商店，找到客户服务部或商店经理。)”可知，可以向店主、经理、客户服务部投诉，而不是都要向店员投诉。故选C。 25．主旨大意题。文章围绕如何进行投诉（包括投诉对象、方式、需准备的物品等 ）展开，A选项“Making Complaint. (进行投诉)”符合文意。故选A。 C 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. 26．We know the reasons why people give fake smiles from Paragraph ________. A．1 B．2 C．3 D．4 27．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．有帮助的 28．German customers might think the smiles of the Walmart workers were ________. A．strange B．small C．warm D．quick 29．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. 30．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. 【答案】26．B 27．D 28．A 29．D 30．B 【导语】本文是一篇说明文。本文讲述了微笑在服务行业中的不利之处。 【详解】 26．细节理解题。根据第二段中“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. (然而，这些微笑中几乎有一半是假的。我们微笑是出于礼貌，或者因为我们不想让别人知道我们的真实感受——这可能是不开心的。)”可知，我们从第二段中知道人们为什么会假笑。故选B。 27．词句猜测题。根据第三段中“Although many people believe smiling is an important part of customer service (尽管许多人认为微笑是客户服务的重要组成部分)”以及下文的“A report says fake smiles make workers feel less happy at work. (一份报告说假笑使工人在工作中感到不开心)”可推测出，假笑似乎对于笑的人没有帮助，所以“positive”的意思应该是“有帮助的”。故选D。 28．推理判断题。根据第四段中“In Walmart, workers were asked to smile at customers. However, Germans weren’t used to this and they felt uncomfortable in the shops. (在沃尔玛，要求工人向客户微笑。但是，德国人不习惯，他们在商店里感到不舒服。)”可知，德国顾客可能会觉得沃尔玛员工的笑很奇怪。故选A。 29．细节理解题。根据第四段中“The US company, Walmart, opened nearly 100 shops in Germany some years ago. (美国公司沃尔玛几年前在德国开设了近100个商店。)”可知，美国公司沃尔玛几年前在德国开设了近100个商店。故选D。 30．主旨大意题。通读全文可知，本文讲述了微笑在服务行业中的不利之处，并且列举了德国的沃尔玛超市，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年内逐一停业了的例子，因此这篇文章谈论的主题是假笑可能会对生意不利。故选B。 原创精品资源学科网独家享有版权，侵权必究！ 学科网（北京）股份有限公司 学科网（北京）股份有限公司 $$