【云南专用】Unit 4 Customer Service（Listening and speaking）-《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（Listening and Speaking）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（17） Listening and Speaking 一、补全对话：根据对话内容，从选项中选择最佳答案补全对话（共10小题，每小题1分，共10分） A A: 1 . B: Yes, I'd like to buy a coat. A: What size do you take? B: 2 A: How about this one? B: 3 . Do you have a brown one? A: Sure. Here you are. B: I like it very much. 4 . A: 180 yuan. B: It's too expensive. A: There's a sale on today. 5 . B: OK. I'll take it. A. Sorry, I don't like green. B. Can I help you? C. Everything is half price. D. What's the price? E. Small. F. How is it going? G. How about you? 【答案】 1．B 2．E 3．A 4．D 5．C 【解析】本文是一段顾客在商店购买外套的对话。 1．根据下文 B 回答 “是的，我想买一件外套”，可知此处 A 是店员询问顾客是否需要帮助。B 项 “Can I help you?（需要帮忙吗？）” 符合语境，故选 B。 2．根据上文 A 询问 “你穿什么尺码？”，可知此处 B 应回答具体尺码。E 项 “Small.（小码。）” 符合语境，故选 E。 3．根据下文 B 询问 “有棕色的吗？”，可知 B 不喜欢 A 推荐的这件的颜色。A 项 “Sorry, I don't like green.（抱歉，我不喜欢绿色。）” 符合语境，故选 A。 4．根据下文 A 回答 “180 yuan.（180 元。）”，可知此处 B 是在询问外套的价格。D 项 “What's the price?（价格是多少？）” 符合语境，故选 D。 5．根据上文 B 觉得太贵，以及下文 B 决定购买，可知此处 A 说明促销活动 —— 所有商品半价，促使 B 购买。C 项 “Everything is half price.（所有东西都是半价。）” 符合语境，故选 C。 B A: How can I help you, sir? B: It's about this watch. A: 6 B: The alarm does not work and the strap leaves a green mark on my wrist when I take it off. A: Have you worn the watch in the shower perhaps, sir? B: No. A: When did you buy it, sir? B: 7 A: Great. It's still under guarantee. B: But I must say, for the amount of money I paid for it, 8 A: I'm so sorry you've been inconvenienced. 9 B: Sure. Here you are. A: OK. 10 B: No, I'd rather have the watch replaced, please. A: OK. I'll take down your purchasing details and get this watch changed for you in no time. A. I bought it two weeks ago. B. Thank you for your understanding. C. That's exactly what I’m thinking. D. What seems to be the problem? E. I'm very disappointed. F. Could you show me your receipt? G. Would you like a refund? 【答案】 6．D 7．A 8．E 9．F 10．G 【解析】本文是一段顾客因手表出现问题向店员求助的对话。 6．根据下文 B 具体说明 “闹钟不响，表带留下绿色印记”，可知此处 A 是询问手表的问题是什么。D 项 “What seems to be the problem?（有什么问题吗？）” 符合语境，故选 D。 7．根据上文 A 询问 “你什么时候买的？”，可知此处 B 应回答购买时间。A 项 “I bought it two weeks ago.（我两周前买的。）” 符合语境，故选 A。 8．根据上文 “仍在保修期内”，以及 B 的转折语气 “但我必须说，就我花的钱来说”，可知 B 对手表质量感到失望。E 项 “I'm very disappointed.（我很失望。）” 符合语境，故选 E。 9．根据下文 B 回答 “Sure. Here you are.（当然，给你。）”，结合 “在保修期内” 的语境，可知 A 是要求查看收据（保修凭证）。F 项 “Could you show me your receipt?（能出示一下收据吗？）” 符合语境，故选 F。 10．根据下文 B 回答 “不，我更想换一块手表”，可知此处 A 是询问对方是否想要退款。G 项 “Would you like a refund?（你想要退款吗？）” 符合语境，故选 G。 二、情景交际：阅读下列简短对话，从 A、B、C、D 项中选出最佳答案。（共5小题，每小题1分，共5分） 11.—I received the wrong item. This isn't what I ordered. —______ A. Oh, really? I'll arrange a replacement immediately. B. You must have made a mistake. C. That's not our problem. D. I can't help you. 【答案】A 【解析】顾客反映收到错误商品时，服务员应主动解决，“Oh, really? I'll arrange a replacement immediately.”（哦，真的吗？我会立即安排换货）体现了积极处理的态度。B、C、D 选项均推卸责任，不符合服务原则，故选 A。 12.—Would you please explain why my package hasn't arrived yet? It's three days late. —______ A. I'm not sure. Maybe it's lost. B. I apologize for the delay. Let me check the tracking information for you. C. You should wait longer. D. That's normal. 【答案】B 【解析】顾客询问包裹延迟原因时，“I apologize for the delay. Let me check the tracking information for you.”（抱歉延误了，我帮您查一下物流信息）是礼貌且负责任的回应。A 选项可能引起顾客不满；C、D 选项态度敷衍，均不合适。故选 B。 13.—The battery of this toy car runs out in 10 minutes. Can I get a new battery? —______ A. Of course. Here's a new one for you. B. No, you have to buy it. C. That's how it works. D. I don't know. 【答案】A 【解析】顾客要求更换电池时，“Of course. Here's a new one for you.”（当然可以，这是给您的新电池）符合合理的售后服务。B 选项不符合售后承诺；C、D 选项未解决问题，均不恰当。故选 A。 14.—I'd like to speak to your manager about the poor service. —______ A. He's busy. You can't see him. B. I'm sorry to hear that. Let me call him for you. C. It's not necessary. D. You're overreacting. 【答案】B 【解析】顾客要求见经理时，“I'm sorry to hear that. Let me call him for you.”（很抱歉听到这个情况，我帮您叫他）是恰当的处理方式。A、C、D 选项均表现出抵触情绪，不符合服务规范，故选 B。 15.—I'm satisfied with your solution. Thank you very much. —______ A. It's my pleasure. Please contact us if you have any other problems. B. I don't care. C. You're lucky. D. That's all. 【答案】A 【解析】顾客对解决方案表示满意并感谢时，“It's my pleasure. Please contact us if you have any other problems.”（不客气，如有其他问题请联系我们）是礼貌且专业的回应。B、C、D 选项均不符合服务场景的友好态度，故选 A。 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（Listening and Speaking）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（17） Listening and Speaking 一、补全对话：根据对话内容，从选项中选择最佳答案补全对话（共10小题，每小题1分，共10分） A A: 1 . B: Yes, I'd like to buy a coat. A: What size do you take? B: 2 A: How about this one? B: 3 . Do you have a brown one? A: Sure. Here you are. B: I like it very much. 4 . A: 180 yuan. B: It's too expensive. A: There's a sale on today. 5 . B: OK. I'll take it. A. Sorry, I don't like green. B. Can I help you? C. Everything is half price. D. What's the price? E. Small. F. How is it going? G. How about you? B A: How can I help you, sir? B: It's about this watch. A: 6 B: The alarm does not work and the strap leaves a green mark on my wrist when I take it off. A: Have you worn the watch in the shower perhaps, sir? B: No. A: When did you buy it, sir? B: 7 A: Great. It's still under guarantee. B: But I must say, for the amount of money I paid for it, 8 A: I'm so sorry you've been inconvenienced. 9 B: Sure. Here you are. A: OK. 10 B: No, I'd rather have the watch replaced, please. A: OK. I'll take down your purchasing details and get this watch changed for you in no time. A. I bought it two weeks ago. B. Thank you for your understanding. C. That's exactly what I’m thinking. D. What seems to be the problem? E. I'm very disappointed. F. Could you show me your receipt? G. Would you like a refund? 二、情景交际：阅读下列简短对话，从 A、B、C、D 项中选出最佳答案。（共5小题，每小题1分，共5分） 11.—I received the wrong item. This isn't what I ordered. —______ A. Oh, really? I'll arrange a replacement immediately. B. You must have made a mistake. C. That's not our problem. D. I can't help you. 12.—Would you please explain why my package hasn't arrived yet? It's three days late. —______ A. I'm not sure. Maybe it's lost. B. I apologize for the delay. Let me check the tracking information for you. C. You should wait longer. D. That's normal. 13.—The battery of this toy car runs out in 10 minutes. Can I get a new battery? —______ A. Of course. Here's a new one for you. B. No, you have to buy it. C. That's how it works. D. I don't know. 14.—I'd like to speak to your manager about the poor service. —______ A. He's busy. You can't see him. B. I'm sorry to hear that. Let me call him for you. C. It's not necessary. D. You're overreacting. 15.—I'm satisfied with your solution. Thank you very much. —______ A. It's my pleasure. Please contact us if you have any other problems. B. I don't care. C. You're lucky. D. That's all. 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 $$