Unit 4 Customer Service（A卷·考点梳理卷）-《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修订版）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的考点梳理卷，主要考查词汇、词组、句式句型和情景交际功能话题表达法。 Unit 4 Customer Service A卷·考点梳理卷 考试时间：40分钟 满分：100分 班级 姓名 学号 成绩 【考点一：重点词汇】 短语翻译 1-5题 （每小题2分，共10分 1.运动手表_______ 2.确保，确定________ 3.因为，由于________ 4.负责________ 5.给...造成损失________ 词形变换及适当形式填空6-15题（每小题2分，共20分） 6.The hotel ______ (guarantee) to provide good service for every guest. 7.Please ______ (check) your paper carefully before you hand it in. 8.We need to______(charge) the phone because its battery is low. 9.His _______ (patient) with children is well - known. 10.She _______ (apology) to me for her mistake yesterday. 11.They ________ (exchange) gifts with each other at Christmas. 12.The ________ (receive) of the hotel is very friendly. 13.There are many ________ (complaint) about the poor service. 14.This is a_______ (uniquely) opportunity that we can't miss. 15.The company ________ (deliver) the goods to the customer on time. 【考点二：语法（状语从句）】 选择填空16-30题（每小题3分，共45分） 16.Customer service representatives should stay patient ______ customers express their complaints angrily. A. although B. when C. unless D. until 17.You must listen carefully to customers ______ you can understand their real needs. A. so that B. because C. even if D. as soon as 18.The service will be provided for free ______ you have a valid membership card. A. if B. though C. since D. while 19.We couldn’t solve the problem immediately ______ we lacked necessary information from the customer. A. until B. because C. unless D. as if 20.Please wait a moment ______ I check the order details for you. A. while B. since C. even though D. so that 21.The customer won’t accept the solution ______ we offer a replacement product. A. when B. unless C. because D. as soon as 22._____ the problem is complicated, our customer service team will try their best to fix it. A. As if B. Even though C. So that D. Because of 23.You should apologize to the customer ______ you realize you made a mistake in handling the request. A. as soon as B. until C. unless D. while 24.The online chat service is available ______ you need help during work hours. A. whatever B. whenever C. however D. wherever 25.We have to reschedule the repair ______ the technician is busy tomorrow. A. so B. because C. so that D. even if 26.The customer felt satisfied ______ we explained the solution clearly and patiently. A. though B. because C. unless D. until 27.______ you have any questions about the refund policy, please contact our customer service hotline. A. If B. Though C. Since D. While 28. We will keep you updated ______ there is any progress on your complaint. A. until B. as soon as C. whenever D. unless 29.The service quality was not good ______ the staff were not well-trained. A. because B. so that C. even though D. when 30.You can’t end the call ______ the customer confirms that their problem is solved. A. if B. unless C. because D. while 【考点三：情景对话】 选出合适的单词填入对话 31-35题(每小题5分，共25分) Customer: Hello, may I speak to someone about my broken laptop? I bought it here last month. Service Rep: Hi there! I’m sorry to hear that. Let me help you. First, could you ______ (31) your order number, please? It will help me check your purchase details quickly. Customer: Sure, it’s ORD20240518009. Service Rep: Thank you. Let me look it up. Well, your laptop is still ______ (32) warranty, so we can offer free repair service. Customer: That’s great! When can I bring it to you? Service Rep: We’re open from 9 a.m. to 6 p.m. tomorrow. You can come ______ (33) that time. And could you ______ (34) along the purchase receipt? Customer: No problem. One more thing: will it take long to fix it? Service Rep: Don’t worry. We’ll call you ______ (35) soon as it’s ready. Customer: Thank you very much for your help. Service Rep: You’re welcome! 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修订版）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的考点梳理卷，主要考查词汇、词组、句式句型和情景交际功能话题表达法。 Unit 4 Customer Service A卷·考点梳理卷 考试时间：40分钟 满分：100分 班级 姓名 学号 成绩 【考点一：重点词汇】 短语翻译 1-5题 （每小题2分，共10分） 1.运动手表_______ 2.确保，确定________ 3.因为，由于________ 4.负责________ 5.给...造成损失________ 【答案】1.sports watch 2. make sure 3.due to 4. in charge of 5. cause loss to 词形变换及适当形式填空6-15题（每小题2分，共20分） 6.The hotel ______ (guarantee) to provide good service for every guest. 【答案】guarantees 【详解】主语 “The hotel” 是第三人称单数，一般现在时中，谓语动词要用第三人称单数形式，“guarantee” 的第三人称单数是 “guarantees”。 7.Please ______ (check) your paper carefully before you hand it in. 【答案】check 【详解】这是一个祈使句，祈使句以动词原形开头，所以用 “check” 的原形。 8.We need to______(charge) the phone because its battery is low. 【答案】to charge 【详解】“need to do sth.” 是固定用法，意为 “需要做某事”，所以这里用 “to charge”。 9.His _______ (patient) with children is well - known. 【答案】patience 【详解】形容词性物主代词 “His” 后要接名词，“patient” 是形容词 “有耐心的” 或名词 “病人”，其名词形式 “耐心” 是 “patience”。 10.She _______ (apology) to me for her mistake yesterday. 【答案】apologized 【详解】根据 “yesterday” 可知句子是一般过去时，“apology” 是名词，其动词形式 “apologize” 的过去式是 “apologized”。 11.They ________ (exchange) gifts with each other at Christmas. 【答案】exchanged 【详解】“at Christmas” 表明是过去的时间，句子用一般过去时，“exchange” 的过去式是 “exchanged”。 12.The ________ (receive) of the hotel is very friendly. 【答案】reception 【详解】定冠词 “The” 后接名词，“receive” 是动词，其名词形式 “接待处；接待” 是 “reception”。 13.There are many ________ (complaint) about the poor service. 【答案】complaints 【详解】“many” 后接可数名词复数，“complaint” 的复数形式是 “complaints”。 14.This is a_______ (uniquely) opportunity that we can't miss. 【答案】unique 【详解】这里需要一个形容词修饰名词 “opportunity”，“uniquely” 是副词，其形容词形式是 “unique”。 15.The company ________ (deliver) the goods to the customer on time. 【答案】delivered 【详解】：结合语境，动作已经发生，用一般过去时，“deliver” 的过去式是 “delivered”。【考点二：语法（状语从句）】 选择填空16-30题（每小题3分，共45分） 16.Customer service representatives should stay patient ______ customers express their complaints angrily. A. although B. when C. unless D. until 【答案】B 【详解】此处需引导时间状语从句，强调 “当顾客愤怒地表达投诉时” 这一时刻。A 项 “although” 引导让步状语从句（尽管）；B 项 “when” 引导时间状语从句（当…… 时），符合语境；C 项 “unless” 引导条件状语从句（除非）；D 项 “until” 引导时间状语从句（直到…… 才）。故选 B。 17.You must listen carefully to customers ______ you can understand their real needs. A. so that B. because C. even if D. as soon as 【答案】A 【详解】 空格后 “理解顾客真实需求” 是 “认真倾听” 的目的，需用目的状语从句引导词。A 项 “so that”（为了，以便）引导目的状语从句，符合逻辑；B 项 “because” 引导原因状语从句（因为）；C 项 “even if” 引导让步状语从句（即使）；D 项 “as soon as” 引导时间状语从句（一…… 就）。故选 A。 18.The service will be provided for free ______ you have a valid membership card. A. if B. though C. since D. while 【答案】A 【详解】此处表示 “拥有有效会员卡” 是 “免费提供服务” 的条件，需条件状语从句引导词。A 项 “if”（如果）引导条件状语从句，符合语境；B 项 “though” 引导让步状语从句（尽管）；C 项 “since” 引导原因状语从句（既然，因为）；D 项 “while” 引导时间状语从句（当…… 时）或让步状语从句（然而）。故选 A。 19.We couldn’t solve the problem immediately ______ we lacked necessary information from the customer. A. until B. because C. unless D. as if 【答案】B 【详解】 空格后 “缺少顾客必要信息” 是 “无法立即解决问题” 的原因，需原因状语从句引导词。A 项 “until”（直到）；B 项 “because”（因为）引导原因状语从句，符合逻辑；C 项 “unless”（除非）；D 项 “as if”（好像）。故选 B。 20.Please wait a moment ______ I check the order details for you. A. while B. since C. even though D. so that 【答案】A 【详解】 此处表示 “在我为你查询订单详情的同时，请稍等”，需引导伴随性时间状语从句。A 项 “while”（当…… 时，在…… 期间），符合语境；B 项 “since”（既然）；C 项 “even though”（即使）；D 项 “so that”（为了）。故选 A。 21.The customer won’t accept the solution ______ we offer a replacement product. A. when B. unless C. because D. as soon as 【答案】B 【详解】句意表示 “除非我们提供替换产品，否则顾客不会接受解决方案”，“提供替换产品” 是 “顾客接受解决方案” 的前提条件。A 项 “when”（当…… 时）；B 项 “unless”（除非，如果不）引导条件状语从句，符合逻辑；C 项 “because”（因为）；D 项 “as soon as”（一…… 就）。故选 B。 22._____ the problem is complicated, our customer service team will try their best to fix it. A. As if B. Even though C. So that D. Because of 【答案】B 【详解】 前半句 “问题复杂” 与后半句 “团队尽力解决” 存在转折让步关系，需让步状语从句引导词。A 项 “as if”（好像）；B 项 “even though”（即使，尽管）引导让步状语从句，符合语境；C 项 “so that”（为了）；D 项 “because of”（因为，后接名词 / 名词短语，不接从句）。故选 B。 23.You should apologize to the customer ______ you realize you made a mistake in handling the request. A. as soon as B. until C. unless D. while 【答案】A 【详解】 此处强调 “一意识到犯错就道歉”，需引导 “一…… 就……” 的时间状语从句。A 项 “as soon as”（一…… 就），符合语境；B 项 “until”（直到…… 才）；C 项 “unless”（除非）；D 项 “while”（当…… 时）。故选 A。 24.The online chat service is available ______ you need help during work hours. A. whatever B. whenever C. however D. wherever 【答案】B 【详解】 句意表示 “在工作时间内，无论何时你需要帮助，在线聊天服务都可用”，需引导时间状语的连接词。A 项 “whatever”（无论什么）；B 项 “whenever”（无论何时），符合语境；C 项 “however”（无论怎样）；D 项 “wherever”（无论何地）。故选 B。 25.We have to reschedule the repair ______ the technician is busy tomorrow. A. so B. because C. so that D. even if 【答案】B 【详解】“技术人员明天很忙” 是 “不得不重新安排维修” 的原因，需原因状语从句引导词。A 项 “so”（因此，表结果，后接简单句）；B 项 “because”（因为）引导原因状语从句，符合逻辑；C 项 “so that”（为了）；D 项 “even if”（即使）。故选 B。 26.The customer felt satisfied ______ we explained the solution clearly and patiently. A. though B. because C. unless D. until 【答案】B 【详解】 “清晰耐心地解释解决方案” 是 “顾客感到满意” 的原因，需原因状语从句引导词。A 项 “though”（尽管）；B 项 “because”（因为），符合语境；C 项 “unless”（除非）；D 项 “until”（直到）。故选 B。 27.______ you have any questions about the refund policy, please contact our customer service hotline. A. If B. Though C. Since D. While 【答案】A 【详解】 此处表示 “如果对退款政策有疑问，请联系热线”，需条件状语从句引导词。A 项 “if”（如果），符合语境；B 项 “though”（尽管）；C 项 “since”（既然）；D 项 “while”（当…… 时）。故选 B。 28. We will keep you updated ______ there is any progress on your complaint. A. until B. as soon as C. whenever D. unless 【答案】C 【详解】 句意表示 “无论何时你的投诉有进展，我们都会及时通知你”，强调 “任何有进展的时刻”。A 项 “until”（直到）；B 项 “as soon as”（一…… 就）；C 项 “whenever”（无论何时），符合语境；D 项 “unless”（除非）。故选 C。 29.The service quality was not good ______ the staff were not well-trained. A. because B. so that C. even though D. when 【答案】A 【详解】“员工未受过良好培训” 是 “服务质量不好” 的原因，需原因状语从句引导词。A 项 “because”（因为），符合逻辑；B 项 “so that”（为了）；C 项 “even though”（即使）；D 项 “when”（当…… 时）。故选 A。 30.You can’t end the call ______ the customer confirms that their problem is solved. A. if B. unless C. because D. while 【答案】B 【详解】句意表示 “除非顾客确认问题已解决，否则你不能挂断电话”，“顾客确认解决” 是 “挂断电话” 的前提条件。A 项 “if”（如果）；B 项 “unless”（除非），符合语境；C 项 “because”（因为）；D 项 “while”（当…… 时）。故选 B。 【考点三：情景对话】 将合适的单词填入对话 31-35题(每小题5分，共25分) Customer: Hello, may I speak to someone about my broken laptop? I bought it here last month. Service Rep: Hi there! I’m sorry to hear that. Let me help you. First, could you ______ (31) your order number, please? It will help me check your purchase details quickly. Customer: Sure, it’s ORD20240518009. Service Rep: Thank you. Let me look it up. Well, your laptop is still ______ (32) warranty, so we can offer free repair service. Customer: That’s great! When can I bring it to you? Service Rep: We’re open from 9 a.m. to 6 p.m. tomorrow. You can come ______ (33) that time. And could you ______ (34) along the purchase receipt? Customer: No problem. One more thing: will it take long to fix it? Service Rep: Don’t worry. We’ll call you ______ (35) soon as it’s ready. Customer: Thank you very much for your help. Service Rep: You’re welcome! 【答案】(31)tell (32) under (33) during (34) bring (35) as 【详解】 （31）根据语境，客服询问顾客订单号以查询信息，“tell”（告知）符合 “could you tell...（你能告知…… 吗）” 这一常用交际表达，用于礼貌请求对方提供信息。 (32) “under warranty” 是固定短语，意为 “在保修期内”，是客服场景中描述产品售后保障的常用表达，符合 “可提供免费维修” 的语境逻辑。 (33)前文提及营业时间，“during that time”（在那段时间内）表示 “在营业时间内前来”，“during”（在…… 期间）为介词，搭配时间名词使用，符合交际场景。 (34)“bring along” 是固定短语，意为 “随身携带”，客服请求顾客带购物凭证，符合服务流程中的常见表达，“could you bring along...（你能随身携带…… 吗）” 语气礼貌自然。(35)“as soon as” 是固定短语，意为 “一…… 就……”，“We’ll call you as soon as it’s ready.（一修好我们就给你打电话。）” 是客服回应顾客等待时长的常用表达，符合交际逻辑。 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 $