【甘肃专用】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: Excuse me. 6 I would like to make a few complaints. B: I am the manager here. You can complain to me. 7 A: Here is the thing. I was woken up by strange noises of the telephone several times last night. 8 it wouldn't stop beeping. B: Anything else? A: I am also not satisfied with the housekeeping service in my room. So I want to change to a cleaner and quieter room. 9 B: I apologize for everything disturbing you. We will give another room to you right now. Please wait a moment. And we'll change our procedures, 10 A. Even I unplugged it, B. so it won’t happen again. C. Please send someone over as soon as you can. D. What can I do for you? E. Who is the person responsible for handling complaints here? F. Could you do me a favor? G. I expect you can take measures to solve the problem. 【答案】6．E 7．D 8．A 9．C 10．B 【解析】本文是一段顾客向经理投诉住宿问题并要求解决的对话。 6．根据下文 A 说 “想投诉”，以及 B 回应 “我是经理，你可以向我投诉”，可知此处 A 是在询问谁负责处理投诉。E 项 “这里谁负责处理投诉？” 符合语境，故选 E。 7．根据上文 A 表明要投诉，B 作为经理应询问具体情况。D 项 “我能为你做什么？”（此处意为 “你有什么投诉？”）符合语境，故选 D。 8．根据上文 A 说 “电话的奇怪声音吵醒几次”，以及下文 “它还是不停发出哔哔声”，可知此处描述电话即使被拔掉插头仍有噪音。A 项 “即使我拔掉了它（插头）” 符合语境，故选 A。 9．根据上文 A 要求 “换一间更干净安静的房间”，可知此处 A 希望尽快派人处理。C 项 “请尽快派人过来” 符合语境，故选 C。 10．根据上文 B 说 “会改变流程”，可知此处是说这样问题就不会再发生。B 项 “所以不会再发生这种事了” 符合语境，故选 B。 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.—Excuse me, this shirt has a hole. Can I return it? —______ A. No, you can't. It's your fault. B. Sorry about that. Please show me your receipt and I'll process it. C. It's just a small hole. It's okay. D. I don't know. Ask someone else. 【答案】B 【解析】顾客因衬衫有洞要求退货，B 选项 “Sorry about that. Please show me your receipt and I'll process it”（很抱歉出现这种情况，请出示您的收据，我会为您办理）表达了歉意并给出具体处理方式，符合客服应对商品问题的规范。A 项指责顾客，不礼貌；C 项忽视问题，不合理；D 项推卸责任，不专业。故选 B。 12.—Could you tell me how to change my delivery address? —______ A. You can call the driver directly. B. It's too late. You can't change it. C. Sure, log into your account and go to "My Orders" to edit it. D. The address is good. Don't change it. 【答案】C 【解析】顾客询问如何修改送货地址，C 选项 “Sure, log into your account and go to 'My Orders' to edit it”（当然可以，登录您的账户，进入 “我的订单” 进行修改）清晰提供了操作方法，符合客服解答问题的逻辑。A 项建议不合理；B 项直接拒绝，态度生硬；D 项否定顾客需求，不恰当。故选 C。 13.—Thank you for your patience in helping me with the complaint. —______ A. It's nothing. You're welcome. B. You're too polite. C. I had to do it. D. Don't thank me. 【答案】A 【解析】顾客感谢客服耐心处理投诉，A 选项 “It's nothing. You're welcome”（没什么，不客气）是回应感谢的礼貌表达，符合服务场景的沟通礼仪。B 项语气生硬；C 项态度消极，缺乏服务意识；D 项不礼貌，不符合交流规范。故选 A。 14.—How long do I have to return the product if I don't like it? —______ A. You can return it anytime. B. Within 7 days with the original package and receipt. C. It's not allowed to return. D. I'm not sure. Maybe a month. 【答案】B 【解析】顾客询问不喜欢商品的退货期限，B 选项 “Within 7 days with the original package and receipt”（7 天内，凭原包装和收据可退货）明确给出了具体期限和条件，符合客服提供准确信息的要求。A 项信息错误；C 项不符合常规退货政策；D 项信息模糊，不专业。故选 B。 15.—I'm not satisfied with the after-sales service here. —______ A. That's your opinion. B. We're sorry to hear that. Could you tell us more details? C. Others are satisfied. You're the only one. D. It's none of our business. 【答案】B 【解析】顾客对售后服务不满意，B 选项 “We're sorry to hear that. Could you tell us more details?”（很抱歉听到您这么说，您能告诉我们更多细节吗）表达了歉意并主动了解情况以解决问题，符合客服处理不满的正确态度。A 项漠视顾客感受；C 项指责顾客，不礼貌；D 项推卸责任，不符合服务准则。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 $$ 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: Excuse me. 6 I would like to make a few complaints. B: I am the manager here. You can complain to me. 7 A: Here is the thing. I was woken up by strange noises of the telephone several times last night. 8 it wouldn't stop beeping. B: Anything else? A: I am also not satisfied with the housekeeping service in my room. So I want to change to a cleaner and quieter room. 9 B: I apologize for everything disturbing you. We will give another room to you right now. Please wait a moment. And we'll change our procedures, 10 A. Even I unplugged it, B. so it won’t happen again. C. Please send someone over as soon as you can. D. What can I do for you? E. Who is the person responsible for handling complaints here? F. Could you do me a favor? G. I expect you can take measures to solve the problem. 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.—Excuse me, this shirt has a hole. Can I return it? —______ A. No, you can't. It's your fault. B. Sorry about that. Please show me your receipt and I'll process it. C. It's just a small hole. It's okay. D. I don't know. Ask someone else. 12.—Could you tell me how to change my delivery address? —______ A. You can call the driver directly. B. It's too late. You can't change it. C. Sure, log into your account and go to "My Orders" to edit it. D. The address is good. Don't change it. 13.—Thank you for your patience in helping me with the complaint. —______ A. It's nothing. You're welcome. B. You're too polite. C. I had to do it. 14.—How long do I have to return the product if I don't like it? —______ A. You can return it anytime. B. Within 7 days with the original package and receipt. C. It's not allowed to return. D. I'm not sure. Maybe a month. 15.—I'm not satisfied with the after-sales service here. —______ A. That's your opinion. B. We're sorry to hear that. Could you tell us more details? C. Others are satisfied. You're the only one. D. It's none of our business. 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 $$