Unit 4 Customer Service（B卷·单元测试卷）-《英语 基础模块3》（高教版2023版）《同步单元AB卷》（原卷版+解析版）

编写说明：本套【山东专用】《同步单元AB卷》紧扣《英语 基础模块3》（高教版2023版）教材，以教材单元为基准精准覆盖核心考点，并紧密贴合山东省真题题型。A卷为考点梳理卷，侧重考点分层突破；B卷为单元测试卷，强化综合能力检测，助力师生高效把握区域教学重点，提升应试能力与知识应用水平。 本卷是Unit 4 Customer Service的单元测试卷，主要考查词汇、词组、句式句型、情景交际功能话题、阅读能力和书面表达能力。 Unit 4 Customer Service B卷·单元测试卷 考试时间：60分钟 满分：100分 班级 姓名 学号 成绩 一、语法和词汇（共15小题，每小题2分，共30分） 从每小题所给的四个选项中，选出一个可以填入空白处的最佳选项。 1. We should listen carefully to customers ______ they are explaining their problems. A. while B. until C. since D. though 2.Customer service staff will offer help immediately ______ a customer raises a complaint. A. unless B. as soon as C. even if D. so that 3.You need to keep smiling ______ you are tired after a long day of work. A. because B. if C. though D. when 4.______ the product has quality problems, we will provide a full refund for customers. A. Before B. If C. Until D. As 5.The customer was very satisfied ______ we solved her problem quickly. A. because B. so C. although D. unless 6.Please wait a minute ______ I check the order information for you. A. while B. since C. unless D. so that 7.We can’t give you a replacement ______ you show us the purchase receipt. A. if B. unless C. when D. because 8.______ he spoke very fast, the customer still understood his explanation. A. Because B. If C. Though D. As soon as 9.The service hotline is open 24 hours a day ______ customers can get help anytime. A. so that B. because C. even if D. as 10.I will call you back ______ I finish talking to another customer. A. until B. as soon as C. though D. unless 11.Customers often feel anxious ______ they don’t know when their problems will be solved. A. because B. so C. if D. when 12.______ you have any questions about the service, please contact our staff. A. Though B. If C. Until D. Since 13.The manager apologized to the customer ______ the service was not good enough. A. so that B. because C. even if D. as soon as 14.We will improve our service ______ we receive more feedback from customers. A. when B. unless C. though D. so that 15.You don’t have to worry about the delivery ______ we have already arranged it. A. because B. if C. until D. though 二．阅读理解（共10小题，每小题3分，共30分） 阅读下列短文，根据短文内容从每小题所给的四个选项中，选出一个最佳选项。 A Working in customer service means helping people solve problems related to products or services. Let’s meet Lisa, a 22-year-old customer service officer at an online clothing store. Her workday starts at 9 a.m. and ends at 6 p.m. Every morning, she first checks her emails and phone messages from customers. One Monday, a customer named Mrs. Brown called. She was angry because the dress she bought was too small. Lisa listened carefully and said, “I’m sorry to hear that, Mrs. Brown. We can offer you a free exchange or a full refund. Which one do you prefer?” Mrs. Brown chose to exchange the dress for a larger size. Lisa then told her to send the small dress back and promised the new one would arrive in 3 days. Lisa says the most important skills for her job are listening and being patient. “Customers just want to feel heard,” she says. “Even when they are angry, we need to stay calm and help them find solutions.” 16.What does Lisa do first every morning? A. Answers phone calls B. Checks emails and messages C. Helps customers exchange products D. Prepares new products for delivery 17.Why was Mrs. Brown angry? A. The dress was late B. The dress was too expensive C. The dress was too small D. The dress had a hole What did Lisa offer to Mrs. Brown? A. A discount on the next purchase B. A free exchange or full refund C. A new dress for free D. An apology and a small gift 19.How soon would the new dress arrive? A. In 1 day B. In 2 days C. In 3 days D. In 5 days 20.What does Lisa think is most important for her job? A. Being rich and kind B. Speaking English well C. Listening and being patient D. Knowing all products well B A good customer service team can make a big difference for a company. At Green Cafe, the staff always try their best to help customers. The cafe’s service hotline is open from 8 a.m. to 10 p.m. every day. Last week, Mr. Lee called the hotline. He booked a table for 4 people online, but when he arrived, the cafe had no record of his booking. He was worried because he was meeting his friends soon. The service officer, Tom, answered the call. First, Tom said sorry to Mr. Lee. Then he checked the booking system again and found the problem—Mr. Lee booked the table for the wrong date! Tom told Mr. Lee gently, “Don’t worry, sir. We have a free table now. I’ll keep it for you for 15 minutes.” Mr. Lee was very happy. When he and his friends arrived, the table was ready. Later, Mr. Lee left a message saying, “The service here is great! I’ll come again.” 21.When is Green Cafe’s service hotline open? A. 24 hours a day B. From 8 a.m. to 8 p.m. C. From 8 a.m. to 10 p.m. D. From 10 a.m. to 10 p.m. 22.Why do supermarkets put popular foods in easy-to-reach places? A. Because AI cameras show which foods people buy most B. Because the foods are cheap C. Because the foods are heavy D. Because shop workers like those foods 23.What was the problem with Mr. Lee’s booking? A. He booked the wrong number of people B. He booked the wrong food C. He booked the wrong date D. He booked the wrong cafe 24.What did Tom do to help Mr. Lee? A. Gave him a free meal B. Kept a free table for him C. Sent a car to pick him up D. Changed his booking to another day 25.What did Mr. Lee think of Green Cafe’s service? A. Bad B. Just so-so C. Great D. Terrible 三、补全对话（共5小题，每小题2分，共10分） 根据对话内容，用恰当的词补全对话。 A: Hello! Welcome to our store. How may I assist you? B: I want to return this shirt—it’s too small. A: Of course. Do you have the receipt? We can’t process returns 26_______ it. B: Yes, here it is. A: Thanks. Let me handle this. By the way, would you like a refund or a(n) 27______? B: A refund, please. A: No problem. The money will 28________ your account in 3 working days. B: Got it. Thanks a lot! A: You’re 29_________. If you need any help later, feel free to 30___________ us. 四. 短文填空（共10小题，每小题1分，共10分） As a customer service worker, my job is to help customers with their problems. When a customer comes to me, I always start with a smile and say, “Can I 31_______ you?” This makes them feel 32________. First, I listen 33________ to their complaint. For example, if they say the product is broken, I say, “I’m34________ to hear that.” Then, I ask for the receipt because it’s 35________ for checking. I never get angry—being 36________ is very important. Next, I offer a solution, like a refund or an 37________. I explain the process clearly so they can understand. After that, I write down their information 38________ they have questions later. Finally, I thank them and say, “Please feel free to 39________ us again if you need help.” They usually say “thank you,” and I reply, “You’re 40_______.” 五、书面表达（20分） 假如你是商店客服，如何处理顾客的退换货请求？ 请以 “Handling a Return Request” 为题，写一篇不少于 80 词的短文，描述作为商店客服，处理顾客退换货请求的主要步骤和态度。 要求 语句通顺，语法正确。 _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 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：本套【山东专用】《同步单元AB卷》紧扣《英语 基础模块3》（高教版2023版）教材，以教材单元为基准精准覆盖核心考点，并紧密贴合四川省真题题型。A卷为考点梳理卷，侧重考点分层突破；B卷为单元测试卷，强化综合能力检测，助力师生高效把握区域教学重点，提升应试能力与知识应用水平。 本卷是Unit 4 Customer Service 的单元测试卷，主要考查词汇、词组、句式句型、情景交际功能话题、阅读能力和书面表达能力。 Unit 4 Customer Service B卷·单元测试卷 考试时间：60分钟 满分：100分 班级 姓名 学号 成绩 一、语法和词汇（共15小题，每小题2分，共30分） 从每小题所给的四个选项中，选出一个可以填入空白处的最佳选项。 1. We should listen carefully to customers ______ they are explaining their problems. A. while B. until C. since D. though 【答案】A 【详解】本题考查时间状语从句。while 表示 “当…… 时候”，强调主句动作与从句动作同时进行，符合 “顾客解释问题时我们应仔细倾听” 的语境。until 意为 “直到……”，since 意为 “自从；因为”，though 意为 “尽管”，均不符合句意。 2.Customer service staff will offer help immediately ______ a customer raises a complaint. A. unless B. as soon as C. even if D. so that 【答案】B 【详解】本题考查时间状语从句。as soon as 表示 “一…… 就……”，符合 “顾客一投诉，客服人员就立即提供帮助” 的逻辑。unless 意为 “除非”（条件状语从句），even if 意为 “即使”（让步状语从句），so that 意为 “为了”（目的状语从句），均不贴合语境。 3.You need to keep smiling ______ you are tired after a long day of work. A. because B. if C. though D. when 【答案】C 【详解】：本题考查让步状语从句。though 表示 “尽管”，引导让步状语从句，符合 “尽管工作一天很累，仍需保持微笑” 的转折关系。because 表原因，if 表条件，when 表时间，均不符合。 4.______ the product has quality problems, we will provide a full refund for customers. A. Before B. If C. Until D. As 【答案】B 【详解】本题考查条件状语从句。if 表示 “如果”，引导条件状语从句，体现 “产品有质量问题” 是 “全额退款” 的前提条件。before 表 “在…… 之前”，until 表 “直到……”，as 表 “当…… 时；因为”，均不符合条件关系。 5.The customer was very satisfied ______ we solved her problem quickly. A. because B. so C. although D. unless 【答案】A 【详解】本题考查原因状语从句。because 表示 “因为”，引导原因状语从句，解释 “顾客满意” 的原因是 “快速解决了问题”。so 表结果（不引导从句，连接并列句），although 表让步，unless 表条件，均不符合逻辑。 6.Please wait a minute ______ I check the order information for you. A. while B. since C. unless D. so that 【答案】A 【详解】本题考查时间状语从句。while 表示 “当…… 时候”，此处强调 “我查订单信息” 和 “你等一下” 两个动作同时进行。since 表原因或时间，unless 表条件，so that 表目的，均不符合语境。 7.We can’t give you a replacement ______ you show us the purchase receipt. A. if B. unless C. when D. because 【答案】B 【详解】本题考查条件状语从句。unless 表示 “除非”，相当于 “if not”，符合 “除非出示购物凭证，否则不能换货” 的条件关系。if 表肯定条件，when 表时间，because 表原因，均不符合句意。 8.______ he spoke very fast, the customer still understood his explanation. A. Because B. If C. Though D. As soon as 【答案】C 【详解】本题考查让步状语从句。though 表示 “尽管”，引导让步状语从句，体现 “说话快” 与 “顾客仍听懂” 之间的转折关系。because 表原因，if 表条件，as soon as 表时间，均不符合让步逻辑。 9.The service hotline is open 24 hours a day ______ customers can get help anytime. A. so that B. because C. even if D. as 【答案】A 【详解】本题考查目的状语从句。so that 表示 “为了”，引导目的状语从句，说明 “热线 24 小时开放” 的目的是 “顾客随时能获得帮助”。because 表原因，even if 表让步，as 表时间或原因，均不符合目的关系。 10.I will call you back ______ I finish talking to another customer. A. until B. as soon as C. though D. unless 【答案】B 【详解】本题考查时间状语从句。as soon as 表示 “一…… 就……”，符合 “一结束和另一位顾客的沟通就回电” 的时间逻辑。until 表 “直到……”（常与否定词连用），though 表让步，unless 表条件，均不符合。 11.Customers often feel anxious ______ they don’t know when their problems will be solved. A. because B. so C. if D. when 【答案】A 【详解】本题考查原因状语从句。because 表示 “因为”，引导原因状语从句，解释 “顾客焦虑” 的原因是 “不知道问题何时解决”。so 表结果，if 表条件，when 表时间，均不符合因果关系。 12.______ you have any questions about the service, please contact our staff. A. Though B. If C. Until D. Since 【答案】B 【详解】本题考查条件状语从句。if 表示 “如果”，引导条件状语从句，给出 “有问题就联系员工” 的假设性建议。though 表让步，until 表时间，since 表原因或时间，均不符合条件语境。 13.The manager apologized to the customer ______ the service was not good enough. A. so that B. because C. even if D. as soon as 【答案】B 【详解】本题考查原因状语从句。because 表示 “因为”，引导原因状语从句，说明 “经理道歉” 是因为 “服务不够好”。so that 表目的，even if 表让步，as soon as 表时间，均不符合因果逻辑。 14.We will improve our service ______ we receive more feedback from customers. A. when B. unless C. though D. so that 【答案】A 【详解】本题考查时间状语从句。when 表示 “当…… 时”，引导时间状语从句，意为 “当收到更多顾客反馈时，我们会改进服务”。unless 表条件，though 表让步，so that 表目的，均不符合时间关系。 15.You don’t have to worry about the delivery ______ we have already arranged it. A. because B. if C. until D. though 【答案】A 【详解】本题考查原因状语从句。because 表示 “因为”，引导原因状语从句，解释 “不必担心配送” 的原因是 “已安排好”。if 表条件，until 表时间，though 表让步，均不符合句意。 二、阅读理解（共10小题，每小题3分，共30分） 阅读下列短文，根据短文内容从每小题所给的四个选项中，选出一个最佳选项。 A Working in customer service means helping people solve problems related to products or services. Let’s meet Lisa, a 22-year-old customer service officer at an online clothing store. Her workday starts at 9 a.m. and ends at 6 p.m. Every morning, she first checks her emails and phone messages from customers. One Monday, a customer named Mrs. Brown called. She was angry because the dress she bought was too small. Lisa listened carefully and said, “I’m sorry to hear that, Mrs. Brown. We can offer you a free exchange or a full refund. Which one do you prefer?” Mrs. Brown chose to exchange the dress for a larger size. Lisa then told her to send the small dress back and promised the new one would arrive in 3 days. Lisa says the most important skills for her job are listening and being patient. “Customers just want to feel heard,” she says. “Even when they are angry, we need to stay calm and help them find solutions.” 16.What does Lisa do first every morning? A. Answers phone calls B. Checks emails and messages C. Helps customers exchange products D. Prepares new products for delivery 17.Why was Mrs. Brown angry? A. The dress was late B. The dress was too expensive C. The dress was too small D. The dress had a hole What did Lisa offer to Mrs. Brown? A. A discount on the next purchase B. A free exchange or full refund C. A new dress for free D. An apology and a small gift 19.How soon would the new dress arrive? A. In 1 day B. In 2 days C. In 3 days D. In 5 days 20.What does Lisa think is most important for her job? A. Being rich and kind B. Speaking English well C. Listening and being patient D. Knowing all products well 【答案】16.B；17.C；18. B；19. C；20. C 【详解】 16．根据原文 “Every morning, she first checks her emails and phone messages from customers.” 可知，Lisa 每天早上首先查看邮件和信息，故选 B。A、C、D 选项均未提及是 “首先” 做的事，排除。 17.由原文 “She was angry because the dress she bought was too small.” 可知，Mrs. Brown 生气是因为裙子太小，故选 C。A（裙子迟到）、B（裙子太贵）、D（裙子有洞）均不符合原文描述，排除。 18.原文提到 “Lisa listened carefully and said... We can offer you a free exchange or a full refund.”，可见 Lisa 提供了免费换货或全额退款，故选 B。A、C、D 选项均非 Lisa 提出的解决方案，排除。 19.根据 “promised the new one would arrive in 3 days” 可知，新裙子 3 天后到达，故选 C。A、B、D 选项的时间均与原文不符，排除。 20. 原文明确提到 “Lisa says the most important skills for her job are listening and being patient.”，因此 Lisa 认为倾听和耐心最重要，故选 C。A、B、D 选项均未被提及为最重要的技能，排除。 B A good customer service team can make a big difference for a company. At Green Cafe, the staff always try their best to help customers. The cafe’s service hotline is open from 8 a.m. to 10 p.m. every day. Last week, Mr. Lee called the hotline. He booked a table for 4 people online, but when he arrived, the cafe had no record of his booking. He was worried because he was meeting his friends soon. The service officer, Tom, answered the call. First, Tom said sorry to Mr. Lee. Then he checked the booking system again and found the problem—Mr. Lee booked the table for the wrong date! Tom told Mr. Lee gently, “Don’t worry, sir. We have a free table now. I’ll keep it for you for 15 minutes.” Mr. Lee was very happy. When he and his friends arrived, the table was ready. Later, Mr. Lee left a message saying, “The service here is great! I’ll come again.” 21.When is Green Cafe’s service hotline open? A. 24 hours a day B. From 8 a.m. to 8 p.m. C. From 8 a.m. to 10 p.m. D. From 10 a.m. to 10 p.m. 22.Why do supermarkets put popular foods in easy-to-reach places? A. Because AI cameras show which foods people buy most B. Because the foods are cheap C. Because the foods are heavy D. Because shop workers like those foods 23.What was the problem with Mr. Lee’s booking? A. He booked the wrong number of people B. He booked the wrong food C. He booked the wrong date D. He booked the wrong cafe 24.What did Tom do to help Mr. Lee? A. Gave him a free meal B. Kept a free table for him C. Sent a car to pick him up D. Changed his booking to another day 25.What did Mr. Lee think of Green Cafe’s service? A. Bad B. Just so-so C. Great D. Terrible 【答案】21. C；22. B；23. C；24. B；25.C 【详解】21.原文指出 “The cafe’s service hotline is open from 8 a.m. to 10 p.m. every day.”，即热线时间为早 8 点至晚 10 点，故选 C。A、B、D 选项的时间范围均与原文不符，排除。 22.根据 “He booked a table for 4 people online, but when he arrived, the cafe had no record of his booking. He was worried... called the hotline.” 可知，Mr. Lee 打电话是因为咖啡馆没有他的预订记录，故选 B。A（想订桌）与原文 “已预订” 矛盾，C、D 选项原文未提及，排除。 23.原文提到 “found the problem—Mr. Lee booked the table for the wrong date!”，即预订日期错误，故选 C。A（人数错）、B（食物错）、D（咖啡馆错）均不符合原文，排除。 24. 由 “Tom told Mr. Lee gently... We have a free table now. I’ll keep it for you for 15 minutes.” 可知，Tom 为 Mr. Lee 保留了一张空桌，故选 B。A、C、D 选项均非 Tom 提供的帮助，排除。 25.根据 “Later, Mr. Lee left a message saying, ‘The service here is great! I’ll come again.’” 可知，Mr. Lee 认为服务很好，故选 C。A（差）、B（一般）、D（糟糕）均与原文态度相反，排除。 三、补全对话（共5小题，每小题2分，共10分） 根据对话内容，用恰当的词补全对话。 A: Hello! Welcome to our store. How may I assist you? B: I want to return this shirt—it’s too small. A: Of course. Do you have the receipt? We can’t process returns 26_______ it. B: Yes, here it is. A: Thanks. Let me handle this. By the way, would you like a refund or a(n) 27______? B: A refund, please. A: No problem. The money will 28________ your account in 3 working days. B: Got it. Thanks a lot! A: You’re 29_________. If you need any help later, feel free to 30___________ us. 【答案】26.without 27. exchange 28. get back to 29. welcome 30. contact 【详解】26“without” 构成 “without it”，表 “没有收据就无法处理退货”，是客服常用条件表达。 27.“exchange” 与 “refund” 为售后固定搭配，分别指 “换货” 和 “退款”。 28.“get back to” 意为 “回到”，“get back to your account” 是 “退回账户” 的常用说法。 29.“welcome” 回应 “thanks”，为固定礼貌用语。 30.“contact” 构成 “contact us”，是 “联系我们” 的标准表达，符合客服场景。 四、短文填空（共10小题，每小题1分，共10分） As a customer service worker, my job is to help customers with their problems. When a customer comes to me, I always start with a smile and say, “Can I 31_______ you?” This makes them feel 32________. First, I listen 33________ to their complaint. For example, if they say the product is broken, I say, “I’m34________ to hear that.” Then, I ask for the receipt because it’s 35________ for checking. I never get angry—being 36________ is very important. Next, I offer a solution, like a refund or an 37________. I explain the process clearly so they can understand. After that, I write down their information 38________ they have questions later. Finally, I thank them and say, “Please feel free to 39________ us again if you need help.” They usually say “thank you,” and I reply, “You’re 40_______.” 【答案】31.help 32. comfortable 33. carefully 34. sorry 35. necessary 36. patient 37. exchange 38. in case 39. contact 40. welcome 【详解】31.“help” 构成常用表达 “Can I help you?”，是客服接待顾客的标准开场白。 32“comfortable” 符合语境，微笑问候能让顾客感到舒适，为后续沟通铺垫。 33.“carefully” 修饰动词 “listen”，“listen carefully” 表示 “认真倾听”，是客服处理投诉的关键态度。 34.“sorry” 构成 “I’m sorry to hear that.”，是表达同情的固定句型，适用于回应顾客不满。 35.“necessary” 意为 “必要的”，收据是处理售后问题的必备凭证，符合实际场景。 36.“patient” 意为 “有耐心的”，客服面对投诉需保持耐心，是职业素养的核心词汇。 37.“exchange” 与 “refund” 为售后场景固定搭配，指 “换货”，是常见解决方案。 38.“in case” 意为 “以防万一”，引导目的状语从句，表记录信息以备顾客后续提问，逻辑合理。 39.“contact” 构成 “contact us”，是 “联系我们” 的标准表达，为客服常用语。 40.“welcome” 回应 “thank you”，是固定礼貌用语，符合对话结尾场景。 五、书面表达（20分） 假如你是商店客服，如何处理顾客的退换货请求？ 请以 “Handling a Return Request” 为题，写一篇不少于 80 词的短文，描述作为商店客服，处理顾客退换货请求的主要步骤和态度。 要求 语句通顺，语法正确。 __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 【答案】 Handling a Return Request As a store customer service worker, handling return requests is an important part of my job. First, I always greet the customer with a smile and say “How can I help you?” to make them feel comfortable. Next, I ask to check their receipt, because it’s necessary for processing returns. Then, I listen carefully to why they want to return the item, like size problems or defects. I never argue with them—patience is key here. After that, I offer solutions, such as a refund or an exchange. Finally, I thank them for their understanding. Being polite and helpful can make customers happy even when they have problems. 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 $