【吉林专用】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 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10小题，每小题1分，共10分） A 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。 B Maybe you are dealing with complaints from customers in the workplace and you are trying to figure out the best way to manage your customer expectations. There is a process that can be used to ensure customer complaints are handled effectively. Listen carefully to the customers. You should always start by listening carefully to what the customers have to say. You should never interrupt the customers. Do not get angry when the customers speak. Instead, show empathy and concern. Apologize sincerely. You should always offer the customers a sincere apology for the issue, no matter the issue. The customers will appreciate the apology, even if they are upset or frustrated. Maintain open body language while the customers speak, such as maintaining eye contact and positioning your body towards the customers. You also smile and nod at the customers to show them that you are listening and paying attention to what they have to say. Ask thoughtful, concerned questions. You should try to get as much information from the customers as you can by asking thoughtful questions, as this will allow you to better understand their perspectives and work together to find a solution to the issue. Propose solid solutions for the issue. Presenting at least two options will make the customers feel that they have control over the situation and can choose a solution that best suits them. Thank the customers for their understanding. Once the customers' complaints have been addressed and a suitable solution has been found, you should thank the customers for their patience and understanding. 6. What should you do when you listen to the complaints from your customers? A. Interrupt the customer. B. Speak loudly to the customer. C. Be angry when the customer speaks. D. Show empathy and concern. 7. Which of the following is NOT an open body language? A. Maintain eye contact. B. Position the body towards the customer. C. Nod at the customer. D. Laugh at the customer. 8. What does the underlined sentence in Paragraph 2 mean? A. You should apologize to the customers if you are wrong. B. You should apologize to the customers, whether you are wrong or not. C. You don't need to apologize to the customers even though you are wrong. D. You need to apologize to the customers only when you are wrong. 9. The underlined word “addressed” in the last paragraph means A. 地址 B. 称呼 C. 演讲 D. 解决 10. According to the passage, which of the following is TRUE? A. When a customer complains, it's always right to apologize sincerely. B. When a customer complains, you just need to apologize and need not provide a solution. C. You can also get angry with a customer when he/she is angry with you. D. You don't need to thank the customers for waiting patiently for a suitable solution. 【答案】6. D 7．D 8．B 9．D 10．A 【导语】本文主要介绍了处理客户投诉的有效流程，包括认真倾听客户意见、真诚道歉、保持开放的肢体语言、提出关切的问题、提供可靠解决方案以及感谢客户理解等步骤，旨在帮助职场人士更好地管理客户期望。 【详解】 6．细节理解题。根据第二段中 “You should never interrupt the customers. Do not get angry when the customers speak. Instead, show empathy and concern” 可知，倾听客户投诉时应表现出同理心和关切，D 选项正确。A 选项 “打断客户”、B 选项 “大声和客户说话”、C 选项 “客户说话时生气” 均与原文相悖，故选 D。 7．细节理解题。根据第四段中 “Maintain open body language while the customers speak, such as maintaining eye contact and positioning your body towards the customers. You also smile and nod at the customers” 可知，开放的肢体语言包括眼神交流、身体朝向客户、微笑和点头。D 选项 “嘲笑客户” 不属于开放的肢体语言，故选 D。 8．句意理解题。划线句 “You should always offer the customers a sincere apology for the issue, no matter the issue” 意为 “无论问题是什么，你都应该向客户真诚道歉”，即无论对错都要道歉，B 选项 “无论你是否有错，都应该向客户道歉” 符合句意。A、D 选项 “只有错了才道歉”、C 选项 “错了也不用道歉” 均与句意不符，故选 B。 9．词义猜测题。根据最后一段中 “Once the customers'complaints have been addressed and a suitable solution has been found” 可知，“addressed” 与 “找到合适的解决方案” 并列，结合语境可推测其意为 “解决”，指投诉被处理，故选 D。 10．细节理解题。A 选项 “客户投诉时，真诚道歉总是正确的” 与第二段中 “You should always offer the customers a sincere apology for the issue” 一致，正确。B 选项 “只需道歉无需提供解决方案” 错误，文中提到 “Propose solid solutions for the issue”；C 选项 “客户生气时你也可以生气” 错误，原文说 “Do not get angry”；D 选项 “无需感谢客户耐心等待” 错误，文中明确说 “you should thank the customers for their patience”，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 （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 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10小题，每小题1分，共10分） A 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 B Maybe you are dealing with complaints from customers in the workplace and you are trying to figure out the best way to manage your customer expectations. There is a process that can be used to ensure customer complaints are handled effectively. Listen carefully to the customers. You should always start by listening carefully to what the customers have to say. You should never interrupt the customers. Do not get angry when the customers speak. Instead, show empathy and concern. Apologize sincerely. You should always offer the customers a sincere apology for the issue, no matter the issue. The customers will appreciate the apology, even if they are upset or frustrated. Maintain open body language while the customers speak, such as maintaining eye contact and positioning your body towards the customers. You also smile and nod at the customers to show them that you are listening and paying attention to what they have to say. Ask thoughtful, concerned questions. You should try to get as much information from the customers as you can by asking thoughtful questions, as this will allow you to better understand their perspectives and work together to find a solution to the issue. Propose solid solutions for the issue. Presenting at least two options will make the customers feel that they have control over the situation and can choose a solution that best suits them. Thank the customers for their understanding. Once the customers' complaints have been addressed and a suitable solution has been found, you should thank the customers for their patience and understanding. 6. What should you do when you listen to the complaints from your customers? A. Interrupt the customer. B. Speak loudly to the customer. C. Be angry when the customer speaks. D. Show empathy and concern. 7. Which of the following is NOT an open body language? A. Maintain eye contact. B. Position the body towards the customer. C. Nod at the customer. D. Laugh at the customer. 8. What does the underlined sentence in Paragraph 2 mean? A. You should apologize to the customers if you are wrong. B. You should apologize to the customers, whether you are wrong or not. C. You don't need to apologize to the customers even though you are wrong. D. You need to apologize to the customers only when you are wrong. 9. The underlined word “addressed” in the last paragraph means A. 地址 B. 称呼 C. 演讲 D. 解决 10. According to the passage, which of the following is TRUE? A. When a customer complains, it's always right to apologize sincerely. B. When a customer complains, you just need to apologize and need not provide a solution. C. You can also get angry with a customer when he/she is angry with you. D. You don't need to thank the customers for waiting patiently for a suitable solution. 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 $$