【内蒙古专用】Unit 4 Customer Service（Reading and Writing）-《英语 基础模块3》（高教版2023修订版）《一课一练》（原卷版+解析版）

编写说明：基于中职学生英语知识能力普遍薄弱的学情特点，我们始终坚持“以生为本”的教育理念，深度融合支架式教学理论，深度解读最新的《中等职业学校英语课程标准》，匠心打造了契合职教高考命题特色的《英语 基础模块3》（高教版2023修订版）《一课一练》专辑，专辑共40练。 本卷为《英语 基础模块3》（高教版2023修订版） Unit 4 Customer Service（Reading and Writing）的课后作业。 《英语 基础模块3》（高教版2023修订版） Unit 4 Customer Service 一课一练（18） Reading and Writing 一、阅读理解：根据短文内容，从A、B、C、D四个选项中选出最佳答案（共5小题，每小题1分，共5分） Complaining about faulty goods or bad service is never easy. Most people dislike making a fuss (大惊小怪). But if something you have bought is faulty or does not do what is instructed for it, you are not asking for a favor to get it put right. It is the shopkeeper's responsibility to take the complaint seriously and to replace or repair a faulty article or put right poor service, because he is the person with whom you have entered into an agreement. The manufacturer may have a part to play but that comes later. Complaints should be made to a responsible person. Go back to the shop where you bought the goods, taking with you any receipt you may have. Ask to see the seller in a large store. In a small store the assistant may also be the owner or you can complain directly. In a chain store, ask to see the manager. If you telephone, ask the name of the person who handles your enquiry, otherwise you may never find out who dealt with the complaint later. Even the bravest person finds it difficult to stand up in a group of people to complain, so 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 any receipt numbers, but you should not need to give receipts or other papers to prove you bought the article. If you are not satisfied with the answer you get, or if you do not get a reply, write to the managing director of the firm, shop, or organization. Be sure to keep copies of your own letters and any you receive. 1. The shoppers make a complaint because A. they dislike causing a fuss B. something they bought doesn’t do what is instructed for it C. the article bought is not up to standard D. they were at fault in buying the article 2. When complaining in person, you should A. get a receipt for what you buy B. speak to a responsible person C. talk directly to the assistant D. ask to see the seller 3. When complaining on the telephone, A. you should speak directly to the owner B. you must ask for the manager C. you may never find out who dealt with the matter D. you should find out with whom you discuss the matter 4. If you write a letter to complain, A. it is important to keep a record of what you say B. it is necessary to send receipts C. say how you feel about the matter D. ask what receipt numbers you should give 5. What is the best title for the passage? A. How to Make a Complaint B. How to Reduce the Loss C. How to Deal With a Complaint D. How to Get a Receipt 【答案】1. B 2．B 3．D 4．A 5．A 【导语】本文主要介绍了如何就有问题的商品或糟糕的服务进行投诉，包括投诉的原因、当面投诉、电话投诉及写信投诉的注意事项，旨在指导人们正确有效地进行投诉。 【详解】 1．细节理解题。根据第一段中 “But if something you have bought is faulty or does not do what is instructed for it, you are not asking for a favor to get it put right” 可知，人们投诉是因为所购商品有问题或不符合使用说明，B 选项 “所购商品不符合说明” 符合文意。A 选项 “不喜欢大惊小怪” 是人们的普遍心理，并非投诉原因；C 选项 “商品不符合标准”（faulty）也是原因之一，但选项中 B 更直接对应原文 “does not do what is instructed for it”；D 选项 “购买时自己有过错” 与文意相反，故选 B。 2．细节理解题。根据第二段中 “Complaints should be made to a responsible person” 可知，当面投诉时应向负责人反映，B 选项正确。A 选项 “获取购物收据” 是投诉时应携带的东西，并非投诉时要做的事；C 选项 “直接和店员说” 错误，应找负责人；D 选项 “要求见卖家” 仅适用于大商店，并非所有情况，故选 B。 3．细节理解题。根据第二段中 “If you telephone, ask the name of the person who handles your enquiry, otherwise you may never find out who dealt with the complaint later” 可知，打电话投诉时应弄清楚与谁讨论问题，D 选项正确。A 选项 “直接和店主说”、B 选项 “必须找经理” 均不符合文意；C 选项 “可能永远不知道谁处理了问题” 是不询问对方姓名的后果，并非打电话时应做的事，故选 D。 4．细节理解题。根据第三段中 “write a letter. Stick to the facts and keep a copy of what you write” 可知，写信投诉时保留所写内容的记录很重要，A 选项正确。B 选项 “必须寄收据” 错误，文中说 “you should not need to give receipts”；C 选项 “表达自己的感受” 错误，应 “Stick to the facts”；D 选项 “询问应提供哪些收据编号” 错误，文中说 “At this stage you should give any receipt numbers”，即应主动提供，而非询问，故选 A。 5．主旨大意题。文章围绕 “如何投诉” 展开，介绍了投诉的原因及不同方式的投诉技巧，A 选项 “如何进行投诉” 能概括全文主旨。B 选项 “如何减少损失”、C 选项 “如何处理投诉”（侧重处理方）、D 选项 “如何获取收据” 均与文章核心内容不符，故选 A。 二、短语填空（共5小题，每小题1分，共5分） 11.The customer ______ ______ ______ ______ (对…… 投诉) the broken screen of the mobile phone he bought. 【答案】made a complaint about 【解析】本题考查固定短语 “make a complaint about”，意为 “对…… 投诉”，其中 “make” 是动词，“a complaint” 是名词，“about” 后接投诉的具体对象，用于表达对某事物的不满并提出投诉。 12.The shop assistant ______ ______ ______ ______ (为…… 道歉) the inconvenience caused by the wrong delivery. 【答案】made an apology for 【解析】本题考查固定短语 “make an apology for”，意为 “为…… 道歉”，“make” 为动词，“an apology” 表示 “一次道歉”，“for” 引出道歉的原因，用于在给对方造成不便时表达歉意。 13.The manager promised to ______ ______ ______ ______ (想出解决方案) to deal with the customer's problem. 【答案】work out a solution 【解析】本题考查固定短语 “work out a solution”，意为 “想出解决方案”，“work out” 有 “解决；想出” 之意，“a solution” 表示 “一个解决方案”，用于描述针对问题寻找解决办法的行为。 14.This watch is still ______ ______ (在保修期内), so you can get it repaired without paying. 【答案】under guarantee 【解析】本题考查固定短语 “under guarantee”，意为 “在保修期内”，“under” 此处表示 “处于…… 状态”，“guarantee” 指 “保修单；保证”，该短语用于说明商品仍在保修范围内，可享受免费维修等服务。 15.Please ______ ______ (检查) the goods carefully before you take them away from the store. 【答案】check out 【解析】本题考查固定短语 “check out”，意为 “检查；核实”，在购物场景中常指仔细查看商品的状态、数量等，确保没有问题后再带走，符合客户服务中确认商品的语境。 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：基于中职学生英语知识能力普遍薄弱的学情特点，我们始终坚持“以生为本”的教育理念，深度融合支架式教学理论，深度解读最新的《中等职业学校英语课程标准》，匠心打造了契合职教高考命题特色的《英语 基础模块3》（高教版2023修订版）《一课一练》专辑，专辑共40练。 本卷为《英语 基础模块3》（高教版2023修订版） Unit 4 Customer Service（Reading and Writing）的课后作业。 《英语 基础模块3》（高教版2023修订版） Unit 4 Customer Service 一课一练（18） Reading and Writing 一、阅读理解：根据短文内容，从A、B、C、D四个选项中选出最佳答案（共5小题，每小题1分，共5分） Complaining about faulty goods or bad service is never easy. Most people dislike making a fuss (大惊小怪). But if something you have bought is faulty or does not do what is instructed for it, you are not asking for a favor to get it put right. It is the shopkeeper's responsibility to take the complaint seriously and to replace or repair a faulty article or put right poor service, because he is the person with whom you have entered into an agreement. The manufacturer may have a part to play but that comes later. Complaints should be made to a responsible person. Go back to the shop where you bought the goods, taking with you any receipt you may have. Ask to see the seller in a large store. In a small store the assistant may also be the owner or you can complain directly. In a chain store, ask to see the manager. If you telephone, ask the name of the person who handles your enquiry, otherwise you may never find out who dealt with the complaint later. Even the bravest person finds it difficult to stand up in a group of people to complain, so 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 any receipt numbers, but you should not need to give receipts or other papers to prove you bought the article. If you are not satisfied with the answer you get, or if you do not get a reply, write to the managing director of the firm, shop, or organization. Be sure to keep copies of your own letters and any you receive. 1. The shoppers make a complaint because A. they dislike causing a fuss B. something they bought doesn’t do what is instructed for it C. the article bought is not up to standard D. they were at fault in buying the article 2. When complaining in person, you should A. get a receipt for what you buy B. speak to a responsible person C. talk directly to the assistant D. ask to see the seller 3. When complaining on the telephone, A. you should speak directly to the owner B. you must ask for the manager C. you may never find out who dealt with the matter D. you should find out with whom you discuss the matter 4. If you write a letter to complain, A. it is important to keep a record of what you say B. it is necessary to send receipts C. say how you feel about the matter D. ask what receipt numbers you should give 5. What is the best title for the passage? A. How to Make a Complaint B. How to Reduce the Loss C. How to Deal With a Complaint D. How to Get a Receipt 二、短语填空（共5小题，每小题1分，共5分） 11.The customer ______ ______ ______ ______ (对…… 投诉) the broken screen of the mobile phone he bought. 12.The shop assistant ______ ______ ______ ______ (为…… 道歉) the inconvenience caused by the wrong delivery. 13.The manager promised to ______ ______ ______ ______ (想出解决方案) to deal with the customer's problem. 14.This watch is still ______ ______ (在保修期内), so you can get it repaired without paying. 15.Please ______ ______ (检查) the goods carefully before you take them away from the store. 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 $$