Unit 4 Customer Service（Reading;Culture Understanding）-《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，系统剖析近三年高考真题命题规律，匠心打造了契合山东高考命题特色的《英语 基础模块3》（高教版2023修订版）专辑，专辑共40练。 本卷为【山东专用】《英语 基础模块3》（高教版2023修订版）Unit 4 Customer Service（Reading;Culture Understanding）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（3） Reading;Culture Understanding 1、 阅读理解 High-quality customer service is preached(宣扬)by many, but actually keeping customers happy is easier said than done Shoppers seldom complain to the manager or owner of a retail(零售）store, but instead will alert their friends,relatives, coworkers, strangers and anyone who will listen. Store managers are often the last to hear complaints and often find out only when their regular customers decide to frequent their competitors according to a study jointly conducted by Verde group and Wharton school. “Storytelling hurts the boss and entertains consumers”said Paula Courtney, President of the Verde group."The store loses the customer,but the shopper must also find a replacement. "On,average,every unhappy customer will complain to at least four other and will no longer visit the specific store. For every dissatisfied customer, a store will lose up to three more due to negative reviews. The resulting "snowball effect"can be bad to bosses. According to the research, shoppers who bought clothing met the most problems. Ranked second and third were grocery and electronics customers. The most common complaints include filled parking lots，cluttered（塞满了的）shelves, overloaded racks out-of-stock items,long check-out lines and rude salespeople. During peak shopping hours, some retailers solved the parking problems by getting moonlighting local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces.This guidance eliminated the need for customers to circle the parking lot endlessly and avoided fight between those eyeing the same parking space. Bosses can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers and having sales representatives on hand to answer questions. Most importantly, salespeople should be diplomatic and polite with angry customers.“Retailers who're responsive and friendly are more likely to smooth over issues than those who aren't so friendly ", said Professor Stephen Hoch."Maybe something as simple as a greeter at the store entrance would help." Customers can also improve future shopping experiences by filling complaints to the boss instead of complaining to the rest of the world. Bosses are hard-pressed to improve when they have no idea what is wrong. 1. Why are store managers often the last to hear complaints? A. Most customers won't bother to complain even if they have had unhappy experiences. B. Customers would rather relate their unhappy experiences to people around them. C. Few customers believe the service will be improved. D. Customers have no easy access to store managers. 2. What does Paula Courtney imply by saying“...the shopper must also find a replacement”(Line 4,Para.2）? A. New customers are sure to replace old ones. B. It is not likely the shopper can find the same products in other stores. C. Most stores provide the same D. Not complaining to the manager causes the shopper some trouble too. 3. Shop owners often hire moonlighting police as parking attendants so that shoppers _______ A. can stay longer walking in the store. B. won't have trouble parking their cars. C. won't have any worries about safety.s D. can find their cars easily after shopping. 4. What contributes most to smoothing over issues with customers? A. Manners of the salespeople B. Hiring of efficient employees C. Huge supply of goods for sale D. Design of the store layout 5. To achieve better shopping experiences, customers are advised to_______. A. exert pressure on stores to improve their service. B, settle their problem with stores in a diplomatic(外交)way. C.voice their dissatisfaction to store managers directly. D. shop around and make comparisons between stores. 二、短文填空 Dear Manager, Now I am writing to tell you that I bought a TV set from your shop several days ago. But when I brought it home and turned it 6._________,I found it didn't work 7.________(proper), so I took it back to the shop and told the assistant what had happened. To my 8.__________(surprised), your assistant didn't help me to 9.________ ( solution ) the problem. On the contrary, he shouted at me rudely and refused to 10. ________ (exam) it. I know that your shop enjoys a high reputation of good service,11._________I bought the TV set in your shop. But today, I am 12. ________ (disappoint) to find that such service should have happened in your shop and your assistant didn't 13._________（serious)think of the interests of customers. I hope 14. ________that you will look into the matter and give me a reasonable explanation. I am 15.__________ (wait)to know how you will deal with it. Thank you for, your consideration and I am expecting an early reply as soon as possible. Sincerely yours, Li Hua 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，系统剖析近三年高考真题命题规律，匠心打造了契合山东高考命题特色的《英语 基础模块3》（高教版2023修订版）专辑，专辑共40练。 本卷为【山东专用】《英语 基础模块3》（高教版2023修订版）Unit 4 Customer Service （Reading;Culture Understanding）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（3） Reading;Culture Understanding 1、 阅读理解 High-quality customer service is preached(宣扬)by many, but actually keeping customers happy is easier said than done Shoppers seldom complain to the manager or owner of a retail(零售）store, but instead will alert their friends,relatives, coworkers, strangers and anyone who will listen. Store managers are often the last to hear complaints and often find out only when their regular customers decide to frequent their competitors according to a study jointly conducted by Verde group and Wharton school. “Storytelling hurts the boss and entertains consumers”said Paula Courtney, President of the Verde group."The store loses the customer,but the shopper must also find a replacement. "On,average,every unhappy customer will complain to at least four other and will no longer visit the specific store. For every dissatisfied customer, a store will lose up to three more due to negative reviews. The resulting "snowball effect"can be bad to bosses. According to the research, shoppers who bought clothing met the most problems. Ranked second and third were grocery and electronics customers. The most common complaints include filled parking lots，cluttered（塞满了的）shelves, overloaded racks out-of-stock items,long check-out lines and rude salespeople. During peak shopping hours, some retailers solved the parking problems by getting moonlighting local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces.This guidance eliminated the need for customers to circle the parking lot endlessly and avoided fight between those eyeing the same parking space. Bosses can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers and having sales representatives on hand to answer questions. Most importantly, salespeople should be diplomatic and polite with angry customers.“Retailers who're responsive and friendly are more likely to smooth over issues than those who aren't so friendly ", said Professor Stephen Hoch."Maybe something as simple as a greeter at the store entrance would help." Customers can also improve future shopping experiences by filling complaints to the boss instead of complaining to the rest of the world. Bosses are hard-pressed to improve when they have no idea what is wrong. 1. Why are store managers often the last to hear complaints? A. Most customers won't bother to complain even if they have had unhappy experiences. B. Customers would rather relate their unhappy experiences to people around them. C. Few customers believe the service will be improved. D. Customers have no easy access to store managers. 2. What does Paula Courtney imply by saying“...the shopper must also find a replacement”(Line 4,Para.2）? A. New customers are sure to replace old ones. B. It is not likely the shopper can find the same products in other stores. C. Most stores provide the same D. Not complaining to the manager causes the shopper some trouble too. 3. Shop owners often hire moonlighting police as parking attendants so that shoppers _______ A. can stay longer walking in the store. B. won't have trouble parking their cars. C. won't have any worries about safety.s D. can find their cars easily after shopping. 4. What contributes most to smoothing over issues with customers? A. Manners of the salespeople B. Hiring of efficient employees C. Huge supply of goods for sale D. Design of the store layout 5. To achieve better shopping experiences, customers are advised to_______. A. exert pressure on stores to improve their service. B, settle their problem with stores in a diplomatic(外交)way. C.voice their dissatisfaction to store managers directly. D. shop around and make comparisons between stores. 【答案】1. B 2. D 3. B 4. A 5. C 【导语】文章大意：许多人都宣扬优质的服务理念，但要真正让顾客满意却并非易事 文章释义： 许多人都宣扬优质的服务理念，但要真正让顾客满意却并非易事。消费者很少会向零售店的经理或店主抱怨,而是会告知他们的朋友、亲戚、同事、陌生人以及任何愿意倾听的人。根据维德集团和沃顿商学院联合开展的一项研究，商店经理往往是最晚听到投诉的人，而且往往要等到忠实顾客决定去竞争对手那里购物时，他们才会得知这些情况。 维德集团总裁帕乌拉·考特尼表示：“讲故事既会伤害老板,又能让顾客感到愉悦。”“商店会失去顾客，但顾客还得另寻其他替代店家。”一般来说，每一个不满意的顾客都会向至少四名其他人抱怨，并且不会再光顾这家特定的商店。对于每一个不满意的顾客，由于负面评价，商店还会因此失去多达另外三名顾客。由此产生的“滚雪球效应”对老板来说可能很不利. 根据这项研究，购买服装的顾客遇到的问题最多。排在第二和第三位的是购买食品杂货和电子产品的顾客。最常见的投诉包括满是车辆的停车场，杂乱无章的货架上堆满了货物的货柜、缺货的商品、长长的结账队伍以及态度粗鲁的销售人员。在购物高峰期，一些零售商通过安排当地兼职警察充当停车场管理员来解决停车问题，还有一些则雇佣了工作人员会引导顾客前往空闲的停车位。这一举措消除了顾客在停车场来回绕行的必要，也避免了那些争抢同一停车位的顾客之间的冲突。 老板们可以通过重新规划店铺布局、提前备好促销商品、招聘反应迅速且经验丰富的收银员以及安排销售人员在现场解答问题等方式来缓解这种困扰。 最为重要的是，销售人员在与愤怒的顾客交流时应当保持机智和礼貌。史蒂芬·霍赫教授表示：“那些反应迅速且态度友好的零售商比那些不够友好的零售商更有可能解决纠纷。也许在店门口设置一个迎宾员这样的简单措施就能有所帮助。”顾客还可以通过向老板反映问题来改善未来的购物体验，而不是向外界抱怨。当老板不清楚问题所在时，他们就很难做出改进。 【详解】 1.B解析：细节理解题。由第一段第元句"Shoppers seldom complain to the manager or owner of aretail (零售) store, but instead will alarm their friends, relatives, co-workers,strangers and anyone who will listen.”可知，零售商往往是最后一个听到顾客抱怨的人是因为顾客倾向于向自己的朋友、亲属、同事等人抱怨不愉快的购物经历，故选B。 2. D 解析:细节理解题。“The store loses the customer, but the shopper must also find a replacement.”顾客的抱怨会使得商店失去一些客人，但是如果不向商家抱怨的话，顾客也会有另外的麻烦，结合选项，故选D。 3. B 解析：细节理解题。根据文章第三段的Some hired flag wavers, to direct customers to empty parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly and avoided fight between those eyeing the same parking space.可知答案。故选 B。 4.A 解析：细节理解题。由最后一段第一句“Most importantly, salespeople should be diplomatic and polite with angry customers."可知老练有礼的销售人员对解决顾客的问题最重要，故选A。 5.C 解析：细节理解题。由文章最后一段 “Customers can also improve future shopping experiences by filing complaints to the boss,instead of complaining to the rest of the world.”可知作者建议顾客们直接把抱怨告诉商家，故选C。 二、短文填空 Dear Manager, Now I am writing to tell you that I bought a TV set from your shop several days ago. But when I brought it home and turned it 6._________,I found it didn't work 7.________(proper), so I took it back to the shop and told the assistant what had happened. To my 8.__________(surprised), your assistant didn't help me to 9.________ ( solution ) the problem. On the contrary, he shouted at me rudely and refused to 10. ________ (exam) it. I know that your shop enjoys a high reputation of good service,11._________I bought the TV set in your shop. But today, I am 12. ________ (disappoint) to find that such service should have happened in your shop and your assistant didn't 13._________（serious)think of the interests of customers. I hope 14. ________that you will look into the matter and give me a reasonable explanation. I am 15.__________ (wait)to know how you will deal with it. Thank you for, your consideration and I am expecting an early reply as soon as possible. Sincerely yours, Li Hua 【答案】6.on 7. properly 8. surprise 9. solve 10. examine 11. so 12. disappointed 13. seriously 14. that 15. waiting 【导语】文章大意：本文介绍了LiHua投诉信 文章释义： 尊敬的经理： 现在我写信是要告诉你，几天前我在你们店里买了一台电视机。但当我把电视带回家并打开它后，我发现它运行得不太正常，于是我就把它带回了商店，并告诉了店里的工作人员 发生了什么事。令我感到惊讶的是，你的助手竟然没有帮我解决这个问题。相反，他粗鲁地冲我大喊，并拒绝了检查它。 我知道你们店的服务一向都备受好评，所以我在你们店里买了这台电视机。但今天，我 失望地发现是这样的服务本应在您的店铺中进行，但您的助手却没有认真考虑顾客的利益。我希望您能调查此事并给我一个合理的解释，我正在等待了解您将如何处理此事。 感谢您的关注，期待您能尽快给出回复。 此致敬礼 李华 6.题意：但当我把电视带回家并打开它后 解析：本题考察短语，“turn on 打开”，所以应该填 “on”。 7. 题意：我发现它运行得不太正常 解析：本题考察词性,空格前是动词work，副词修饰动词，所以应该填“properly ”。 8. 题意：令我感到惊讶的是 解析：本题考察短语, “To my surprise令我惊讶的是”, 所以应该填“surprise”。 9. 你的助手竟然没有帮我解决这个问题 解析：本题考察词性,空格后是名词，动词修饰名词，所以应该填“solve ”。 10. 题意：相反，他粗鲁地冲我大喊，并拒绝了检查它 解析：本题考查词性，空格应该用动词“examine检查”，所以应该填“examine”。 11. 题意：我知道你们店的服务一向都备受好评，所以我在你们店里买了这台电视机 解析：本题考查连接词，上下句的逻辑关系是因果关系，应该用so，所以应该填“so。 12. 题意：我失望地发现 解析：本题考查词性，形容词修饰名词I，所以应该填“disappointed”。 13. 题意：但您的助手却没有认真考虑顾客的利益 解析：本题考查词性，副词修饰动词，所以应该填“seriously”。 14. 题意：我希望您能调查此事并给我一个合理的解释 解析：本题考查宾语从句，宾语从句连接词，不充当成分没有意思用that, 所以应该填“that”。 15. 题意：我正在等待了解您将如何处理此事 解析：本题考查时态，现在进行时的结构为be doing，所以应该填“waiting”。 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 $