Unit 4 Customer Service 单元测试卷2025-2026学年中职英语高教版（2023修订版）基础板块3

基础板块三第四单元 《Customer Service》单元测试卷 总分：100分 时长：90分钟 班级 姓名 分数 第一部分 知识运用（共三节，满分40分） 第一节 词汇与语法（本节共10小题：每小题1分，共10分） 从A、B、C、D四个选项中选出可以填入空白处的最佳选项，并将答案填涂在答题卡上。 1. The customer is very upset ______ the poor service he received. A. Because B. because of C. although D. unless 2. We will process your refund ______ you return the product with the receipt. A. If B. until C. so that D. while 3. Our manager has promised to ______ this complaint immediately. A. look for B. look after C. look into D. look up 4. She didn't check the expiry date ______ she trusted our store completely. A. if B. because C. although D. when 5. I'm afraid the phone won't ______ even after I charged it all night. A. turn on B. turn off C. turn up D. turn down 6. We sincerely apologize for the ______ caused by the delivery delay. A. convenience B. inconvenience C. comfortable D. situation 7. Please be assured that we will deliver your replacement ______ three working days. A. at B. in C. on D. by 8. Hello, madam. How can I ______ you today? A. Assist B. assisting C. assisted D. assists 9. The customer kept ______ about the faulty microphone and asked for a discount. A. complain B. complaining C. complained D. complains 10. To ensure customer safety, we have ______ all the expired items from our shelves. A. remove B. removed C. removing D. removes 第二节 交际用语（本节共20小题；每小题1分，共20分） （一）选择：看下面10组小对话，根据文字提供的信息，从A、B、C、D四个选项选出符合对话情景和含义的最佳选项。 11. A: I'd like to return this mobile phone. It doesn't work properly. B: ______ A. You must have broken it yourself. B. Do you have the proof of purchase, like a receipt? C. All sales are final. D. Sorry, we don't sell mobile phones here. 12. A: There's no hot water in my room, and the Wi-Fi is not working. B: ______ A. That's not our problem. You should check your device. B. I'm sorry to hear that. I'll send maintenance to your room right away. C. Maybe you didn't pay the room rate. D. The hot water is only available in the morning. 13. A: I'm calling because the microphone I received is not the model I ordered. B: ______ A. They look the same, so it should be fine. B. Can I have your order number, please? C. You probably ordered the wrong one. D. We are too busy to deal with this now. 14. A: The parcel arrived two weeks later than expected, and the package is damaged. B: ______ A. The delay was caused by bad weather. B. We're very sorry for the inconvenience. C. You should have chosen a faster delivery service. D. The package is not our responsibility. 15. A: This bag I bought last week turns out to be a fake! B: ______ A. Really? It looks very nice. B. I'm afraid we don't sell bags here. C. That's impossible. We only sell genuine products. D. I'm very sorry to hear that. Could you please bring it in with your receipt? 16. A: I understand that there might be delays, but you must ______ my package is delivered safely. B: Yes, sir. We assure you we will. A. make sure B. make a complaint C. cause D. charge 17. A: Even though it is not our fault, we can ______ your order. B: Thank you. I appreciate that. A. charge B. delay C. refund D. cause 18. A: Hello, I'm phoning to ______ about my recent order. B: Yes, sir. How can I help you? A. make a complaint B. make sure C. arrange for D. cause 19. A: Since the product is under guarantee, we can repair it for free. But do you have the receipt? B: ______ A. No, I lost it. B. Yes, I can turn it on. C. No, it's broken. D. Yes, it's expired. 20. A: If you are not satisfied, we can arrange for a replacement. This time, it will be ______. B: Oh, that's good. Thank you. A. damaged B. delayed C. free of charge D. under guarantee （二）补全对话：根据下面一段对话，从A、B、C、D、E、F、G七个选项中选出五个选项补全到空缺处，使对话完整、符合情景和含义。 W: Good afternoon, Customer Service. How can I help you? M: Hello. 21. ______ My phone won't turn on. W: I see. 22. ______ M: Yes, I bought it here about three months ago. Here is the receipt. W: Thank you. Since it's still under guarantee, 23. ______ M: A repair? How long will that take? W: It should take about a week. 24. ______ We'll provide you with a temporary phone. M: That's acceptable. But what if it breaks again after the repair? W: 25. ______ You can contact us immediately. A. Do you have the receipt? B. I'd like to have this phone repaired. C. we can repair it for free. D. I'm sorry to hear that. E. Then we will offer you a replacement. F. But we can arrange for a faster service. G. Don't worry. 21. ______ 22. ______ 23. ______ 24. ______ 25. ______ （3） 匹配：请将I栏中常见中文告示、指令与II栏中的英文进行匹配。 I Ⅱ 1 单行道 2 禁止停车 3 切勿近火 4 节约粮食 5 小心轻放 A．No Parking B．Handle with Care C． No photos D．Keep Away from Fire E. Please Save Food F. One Way Street G. Please Save Water 26. ______ 27. ______ 28. ______ 29. ______ 30. ______ 第三节 完形填空（本节共10小题：每小题1分，共10分） 阅读下面短文，掌握其大意，然后从各题所给的A、B、C、D四个选项中选出最佳选项。 Last week, Mrs. Green wrote a letter to the manager of Pet World. She wanted to 31. ______ about a bag of dog food she had bought. Her dog became very ill 32. ______ eating it. She was very worried and took the dog to the vet. The vet's bill was very high. When Mrs. Green 33. ______ the dog food bag, she was shocked. The food had 34. ______ six months before she bought it! Mrs. Green has been a 35. ______ customer of Pet World for years, so she was very disappointed. In her letter, she asked the manager to 36. ______ the problem and 37. ______ her as soon as possible. She also expressed her 38. ______ about the quality of other products in the store. The manager, Mr. Smith, 39. ______ immediately. He apologized sincerely and promised to 40. ______ all the expired products off the shelves. 31. A. complain B. praise C. order D. inform 32. A. before B. after C. until D. because 33. A. looked B. checked C. bought D. opened 34. A. expired B. delivered C. produced D. sold 35. A. new B. loyal C. angry D. potential 36. A. forget B. cause C. solve D. ignore 37. A. contact B. thank C. pay D. blame 38. A. trust B. concern C. happiness D. excitement 39. A. left B. waited C. replied D. refused 40. A. buy B. remove C. produce D. add 第二部分 阅读理解（共三节，满分30分） 第一节 选择（本节共15小题；共3篇，每篇5小题，每小题1分，共15分） 阅读下列短文，从各题所给的A、B、C、D四个选项中选出最佳选项。 A Dear Manager, I am writing to express my disappointment with a recent purchase. On March 1st, I bought a "Supertone" microphone from your online store (Order #78902). The microphone I received, however, is a different, cheaper model than the one I ordered. Although they look similar, the sound quality is poor. I have tried to contact your customer service by email twice last week but have not received any response. I would like you to send me the correct model as soon as possible and arrange for the return of the wrong one. I hope to hear from you promptly. Sincerely, David Wang 41. What is the purpose of David Wang's letter? A. To praise a product. B. To make a complaint. C. To place a new order. D. To ask for a discount. 42. What is the problem with the product? A. It was broken when it arrived. B. It is a different model from the one ordered. C. It is too expensive. D. It arrived late. 43. How did David Wang try to contact the company before? A. By telephone. B. By visiting the store. C. By writing a letter. D. By email. 44. What does David Wang want the company to do? A. Refund his money. B. Send him the correct model and arrange a return. C. Give him a discount on his next order. D. Apologize to him. 45. How does David Wang probably feel? A. Satisfied. B. Excited. C. Disappointed. D. Scared. B Dear Manager: I am writing to express my frustrations with a recent experience I had at your store. One week ago, I purchased Paws dog food for my pet at store. I was surprised at what happened when I got home and used this bag of dog food. Since the bag had been on the shelf, I had thought the food was good and acceptable to feed to my pet. I soon realized this was not the case. After feeding my dog this food, she became terribly ill, vomiting for hours. I was forced to take her to the vet. Thousands of dollars later, I realized that it was all because of the dog food. Then I took the parcel and was shocked to find it had long ago expired. To be exact, it had expired six and a half months prior to the date I made the purchase. I have been a loyal customer of your Pet World's since it opened six years ago. I am both bothered and concerned by the fact that expired food was on the shelves of the store, and I am now hesitant to trust the quality of other products at your store. This issue could have affected a number of other pets as well, and I just hope that none of them became as ill as mine did. I hope to hear back from you about this unfortunate incident. Please contact me as soon as possible via email at XX@Xmail.com. Yours Sincerely Mary Jay 46. What is Jay writing the letter for? A. To make a complaint B. To tell the manager the dog food had expired C. To request a refund for the dog food 47. What was wrong with the dog food? A. It had already expired. B. It was poisonous. C. It was on the shelf. 48. When did Jay find the food was expired? A. When she was shopping in the store. B. Before she took his pet to the vet. C. After the vet had treated her dog. 49. Why didn't Jay check the expiry date when shopping? A. She was careless. B. She trusted the store. C. She forgot. 50. Which of the following shows Jay had been buying dog food from Pet World? A. She complained to the manager about the expired dog food. B. She had been a loyal customer since the store opened. C. She hoped the manager could solve his problem as soon as possible. C Customer service varies greatly between Eastern and Western cultures. In Western countries, customers often expect direct and prompt responses to their complaints. They value efficiency and expect problems to be solved quickly. In contrast, in many Eastern cultures, the relationship between the customer and the business is more important. Customers may expect a more personal approach, with apologies and explanations, even if it takes longer to resolve the issue. Another difference is in communication style. Western customers tend to be more direct and explicit about their dissatisfaction. They might use strong language to express their frustration. Eastern customers, however, may be more indirect. They might hint at the problem rather than stating it clearly, expecting the service provider to understand the underlying issue. Understanding these cultural differences is crucial for businesses operating internationally. They need to adapt their customer service strategies to meet the expectations of customers from different cultural backgrounds. 51. What do Western customers value in customer service? A. Personal relationships B. Efficiency and quick solutions C. Indirect communication D. Long explanations 52. How do Eastern customers typically express dissatisfaction? A. By using strong language B. By being direct and explicit C. By hinting at the problem D. By refusing to pay 53. What is more important in Eastern customer service? A. Speed of response B. The customer-business relationship C. Using direct language D. Offering discounts 54. Why is understanding cultural differences important for international businesses? A. To save money on customer service B. To meet the expectations of customers from different cultures C. To avoid legal issues D. To standardize their services worldwide 55. What might an Eastern customer expect when making a complaint? A. An immediate refund B. A personal approach with apologies C. A written explanation D. A discount on future purchases 第二节 判断（本节共5小题：每小题1分，共5分） 请根据下面的短文内容判断下列句子，如果正确就选"T"，如果错误就选"F"，如果文中没有提到就选"N"。 Memo To: All Staff From: Management Date: April 10th Subject: Customer Complaint Handling We have noticed an increase in customer complaints about expired products on shelves. This is a serious issue that damages our reputation. Effective immediately: 1. All staff must check the expiry dates of products in their section daily. 2. Any expired product must be removed immediately and reported to the supervisor. 3. When a customer complains, listen patiently, apologize sincerely, and solve the problem quickly (e.g., offer a refund or replacement). Our goal is to regain customer trust. Thank you for your cooperation. 56. The memo is about a new discount policy. (T/F/N) 57. Staff are asked to check product expiry dates every day. (T/F/N) 58. Expired products should be put on a special discount shelf. (T/F/N) 59. The memo suggests that staff should apologize to customers when a problem occurs. (T/F/N) 60. The company's goal is to sell more expired products. (T/F/N) 第三节 简答（本节共5小题：每小题2分，共10分） 请根据以下短文内容，回答短文后面的问题，答题回答词数不得超过10个单词。 Customer Review: I bought a laptop from TechWorld online store. It worked fine for a week, but then the screen started flickering. I called customer service. The lady was very polite and helpful. She asked for my order number and address. Without asking any more questions, she said, "We're sorry for the trouble. We will send you a new laptop tomorrow by express delivery. Please use the same box to return the old one when the new one arrives." I received the new laptop the next afternoon. It works perfectly. I'm very happy with their service. 61. What product did the customer buy? 62. What was the problem with the product? 63. How did the customer contact the company? 64. What did the company promise to do? 65. How did the customer feel about the service in the end? 第三部分 书面表达（共两节，满分30分） 第一节 英汉互译（本节共5小题：每小题2分，共10分） 将下列句子译为中文，或将括号里的中文译为英文。 66. We apologize for any inconvenience caused by the delayed delivery. 67. The customer insisted on having the faulty mobile phone refunded. 68. Please contact us via email if you are not satisfied with our solution. 69. 我们将为您的下一次购买提供百分之十五的折扣。(offer, discount) 70. 由于产品仍在保修期内，我们将免费为您更换。(since, under guarantee) 第2节 应用文写作（本节共10空；每空2分，共20分） 请根据括号里的中文提示和上下文，将下列内容补充完整。每个空格不超过3个单词。 Memo To: Customer Service Team From: Manager, Smith Date: May 5th Subject: Response to Customer Complaint Regarding the complaint from Ms. Mary Jay about the expired dog food: We should first apologize to her 71. (为造成的麻烦).72. (安排) a full refund for the dog food immediately.73. (支付) her vet bill as a gesture of goodwill.We must 74. (确保) that no expired products are on our shelves. 75. (移除) all expired items from the store today. Offer her a 15% 7 76. . (折扣) on her next purchase.77. (联系) all our credit card members to inform them about this issue.The solution should make the customer 78. (感到) valued and heard.A follow-up email 79. (应该被发送) to Ms. Jay next week to check her satisfaction.Let's learn from this and 80. (改进) our service quality. Unit 4 Customer Service 单元测试题参考答案 第一部分 知识运用（共三节，满分40分） 第一节 词汇与语法（本节共10小题：每小题1分，共10分） 1. B 2. A 3. C 4. B 5. A 6. B 7. B 8. A 9. B 10. B 第二节 交际用语（本节共20小题；每小题1分，共20分） （一）选择（10分） 11. B 12. B 13. B 14. B 15. D 16. A 17. C 18. A 19. A 20. C （二）补全对话（5分） 21. B 22. A 23. C 24. F 25. E （三）匹配（5分） 26. F 27. A 28. D 29. E 30. B 第三节 完形填空（本节共10小题：每小题1分，共10分） 31. A 32. B 33. B 34. A 35. B 36. C 37. A 38. B 39. C 40. B 第二部分 阅读理解（共三节，满分30分） 第一节 选择（本节共15小题；共3篇，每篇5小题，每小题1分，共15分） Passage 1 (5分) 41. B 42. B 43. D 44. B 45. C Passage 2 (5分) 46. A 47. A 48. C 49. B 50. B Passage 3 (5分) 51. B 52. C 53. B 54. B 55. B 第二节 判断（本节共5小题：每小题1分，共5分） 56. F 57. T 58. F 59. T 60. F 第三节 简答（本节共5小题：每小题2分，共10分） 61. A laptop. 62. The screen started flickering. 63. By calling customer service. 64. Send a new laptop by express delivery. 65. Very happy/satisfied. 第三部分 书面表达（共两节，满分30分） 第一节 英汉互译（本节共5小题：每小题2分，共10分） 66. 对于因延迟送货造成的任何不便，我们深表歉意。 67. 顾客坚持要求退还故障手机。 68. 如果您对我们的解决方案不满意，请通过电子邮件联系我们。 69. We will offer you a 15% discount on your next purchase. 70. Since the product is still under guarantee, we will replace it for free. 第二节 应用文写作（本节共10空；每空2分，共20分） 71. for the trouble caused 72. Arrange for 73. Pay for 74. make sure 75. Remove 76. discount 77. Contact 78. feel 79. should be sent 80. improve 学科网（北京）股份有限公司 $