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【山西专用】《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，并紧密贴合山西省真题题型。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，主要考查语音、词汇、词组、句型、情景交际功能话题和语法。 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________ 单词填空6-15题（每小题3分，共30分） 6.If you are not satisfied with the product, you can make a ________ (投诉) to the customer service department.（汉语提示填空）​ 7.The store promised to ________ (退还) the money to the customer who bought the faulty phone.（汉语提示填空）​ 8.Please keep your ________ (收据) in case you need to exchange or return the product later.（汉语提示填空）​ 9.The delay in delivery caused great ________ (不便) to the customer, so the company apologized sincerely.（汉语提示填空）​ 10.The customer asked the shop assistant to ________ (检查) the laptop carefully before buying it.（汉语提示填空）​ 11.The company offered a 10% ________ (折扣) to customers who made complaints about the poor service.（汉语提示填空）​ 12.The battery of the new camera can’t be ________ (充电) properly, so I need to contact customer service.（汉语提示填空）​ 13.The customer service representative made a (n) ________ (真诚的) apology for the mistake in the order.（汉语提示填空）​ 14.The company needs to find a ________ (解决方案) to deal with the increasing number of customer complaints.（汉语提示填空）​ 15.The delivery of the goods was ________ (延迟) due to bad weather, so the company informed customers in advance.（汉语提示填空）​ 【考点二：语法（状语从句）】 选择填空16-25题（每小题3分，共30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 【考点三：情景交际功能表达法】 情景交际26-30题（每小题3分，共15分） A: How can I help you, sir? B: It's about this watch. A: 26 B: The alarm does not work and the strap leaves a green mark on my wrist when I take it off. A: Have you worn the watch in the shower perhaps, sir? B: No. A: When did you buy it, sir? B: 27 A: Great. It's still under guarantee. B: But I must say, for the amount of money I paid for it, 28 A: I'm so sorry you've been inconvenienced. 29 B: Sure. Here you are. A: OK. 30 B: No, I'd rather have the watch replaced, please. A: OK. I'll take down your purchasing details and get this watch changed for you in no time. A. I bought it two weeks ago. B. Thank you for your understanding. C. That's exactly what I’m thinking. D. What seems to be the problem? E. I'm very disappointed. F. Could you show me your receipt? G. Would you like a refund? 【考点四：翻译】 英汉互译31-35题（每小题3分，共15分） 31.他没有耐心等。 32.她负责管理这个办公室。 33.I think the door's locked, but I'll just go and make sure. 34.The team's success was largely due to her efforts. 35.I shook hands and exchanged a few words with the manager. 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 学科网（北京）股份有限公司 $ 编写说明：本套【山西专用】《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，并紧密贴合山西省真题题型。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，主要考查语音、词汇、词组、句型、情景交际功能话题和语法。 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 单词填空6-15题（每小题3分，共30分） 6.If you are not satisfied with the product, you can make a ________ (投诉) to the customer service department.（汉语提示填空）​ 【答案】complaint​ 【详解】考查名词。句意：如果你对产品不满意，可以向客户服务部门投诉。根据汉语提示 “投诉” 可知，此处应用名词 complaint 作宾语；空前有不定冠词 a 修饰，故用单数形式。故填 complaint。​ 7.The store promised to ________ (退还) the money to the customer who bought the faulty phone.（汉语提示填空）​ 【答案】refund​ 【详解】考查动词。句意：商店承诺向购买了故障手机的客户退款。根据汉语提示 “退还” 可知，此处应用动词 refund 作谓语；promise to 后接动词原形，故用原形形式。故填 refund。 8.Please keep your ________ (收据) in case you need to exchange or return the product later.（汉语提示填空）​ 【答案】receipt​ 【详解】考查名词。句意：请保留好你的收据，以防之后需要退换产品。根据汉语提示 “收据” 可知，此处应用名词 receipt 作宾语；结合语境，通常指一张收据，故用单数形式。故填 receipt。​ 9.The delay in delivery caused great ________ (不便) to the customer, so the company apologized sincerely.（汉语提示填空）​ 【答案】inconvenience​ 【详解】考查名词。句意：交货延迟给客户带来了极大不便，因此公司诚恳地道歉。根据汉语提示 “不便” 可知，此处应用名词 inconvenience 作宾语；“inconvenience” 为不可数名词，故用单数形式。故填 inconvenience。​ 10.The customer asked the shop assistant to ________ (检查) the laptop carefully before buying it.（汉语提示填空）​ 【答案】check​ 【详解】考查动词。句意：客户让店员在购买前仔细检查这台笔记本电脑。根据汉语提示 “检查” 可知，此处应用动词 check 作宾语补足语；ask sb to 后接动词原形，故用原形形式。故填 check。​ 11.The company offered a 10% ________ (折扣) to customers who made complaints about the poor service.（汉语提示填空）​ 【答案】discount​ 【详解】考查名词。句意：该公司向对服务不佳提出投诉的客户提供 10% 的折扣。根据汉语提示 “折扣” 可知，此处应用名词 discount 作宾语；空前有不定冠词 a 修饰，故用单数形式。故填 discount。​ 12.The battery of the new camera can’t be ________ (充电) properly, so I need to contact customer service.（汉语提示填空）​ 【答案】charged​ 【详解】考查动词。句意：这台新相机的电池无法正常充电，所以我需要联系客户服务。根据汉语提示 “充电” 可知，此处应用动词 charge；主语 “the battery” 与 “charge” 之间是被动关系，此处用过去分词形式与 be 构成被动语态。故填 charged。​ 13.The customer service representative made a (n) ________ (真诚的) apology for the mistake in the order.（汉语提示填空）​ 【答案】sincere​ 【详解】考查形容词。句意：客户服务代表为订单中的错误作出了真诚的道歉。根据汉语提示 “真诚的” 可知，此处应用形容词 sincere 作定语，修饰名词 apology。故填 sincere。 14.The company needs to find a ________ (解决方案) to deal with the increasing number of customer complaints.（汉语提示填空）​ 【答案】solution​ 【详解】考查名词。句意：该公司需要找到一个解决方案来处理日益增多的客户投诉。根据汉语提示 “解决方案” 可知，此处应用名词 solution 作宾语；空前有不定冠词 a 修饰，故用单数形式。故填 solution。​ 15.The delivery of the goods was ________ (延迟) due to bad weather, so the company informed customers in advance.（汉语提示填空）​ 【答案】delayed​ 【详解】考查动词。句意：由于天气恶劣，货物配送被延迟，因此公司提前通知了客户。根据汉语提示 “延迟” 可知，此处应用动词 delay；主语 “The delivery” 与 “delay” 之间是被动关系，此处用过去分词形式与 was 构成被动语态。故填 delayed。 【考点二：语法（状语从句）】 选择填空16-25题（每小题3分，共30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。 【考点三：情景交际功能表达法】 情景交际26-30题（每小题3分，共15分） A: How can I help you, sir? B: It's about this watch. A: 26 B: The alarm does not work and the strap leaves a green mark on my wrist when I take it off. A: Have you worn the watch in the shower perhaps, sir? B: No. A: When did you buy it, sir? B: 27 A: Great. It's still under guarantee. B: But I must say, for the amount of money I paid for it, 28 A: I'm so sorry you've been inconvenienced. 29 B: Sure. Here you are. A: OK. 30 B: No, I'd rather have the watch replaced, please. A: OK. I'll take down your purchasing details and get this watch changed for you in no time. A. I bought it two weeks ago. B. Thank you for your understanding. C. That's exactly what I’m thinking. D. What seems to be the problem? E. I'm very disappointed. F. Could you show me your receipt? G. Would you like a refund? 【答案】 26．D 27．A 28．E 29．F 30．G 【解析】本文是一段顾客因手表出现问题向店员求助的对话。 26．根据下文 B 具体说明 “闹钟不响，表带留下绿色印记”，可知此处 A 是询问手表的问题是什么。D 项 “What seems to be the problem?（有什么问题吗？）” 符合语境，故选 D。 27．根据上文 A 询问 “你什么时候买的？”，可知此处 B 应回答购买时间。A 项 “I bought it two weeks ago.（我两周前买的。）” 符合语境，故选 A。 28．根据上文 “仍在保修期内”，以及 B 的转折语气 “但我必须说，就我花的钱来说”，可知 B 对手表质量感到失望。E 项 “I'm very disappointed.（我很失望。）” 符合语境，故选 E。 29．根据下文 B 回答 “Sure. Here you are.（当然，给你。）”，结合 “在保修期内” 的语境，可知 A 是要求查看收据（保修凭证）。F 项 “Could you show me your receipt?（能出示一下收据吗？）” 符合语境，故选 F。 30．根据下文 B 回答 “不，我更想换一块手表”，可知此处 A 是询问对方是否想要退款。G 项 “Would you like a refund?（你想要退款吗？）” 符合语境，故选 G。 【考点四：翻译】 英汉互译31-35题（每小题3分，共15分） 31.他没有耐心等。 【答案】He has no patience to wait. 【解析】考查 “have no patience to do sth.” 的用法，意为 “没有耐心做某事”；“patience” 意为 “耐心”，“wait” 意为 “等待”。 32.她负责管理这个办公室。 【答案】She is in charge of managing this office. 【解析】考查固定短语 “be in charge of”，意为 “负责”；“manage” 意为 “管理”，此处用动名词形式 “managing” 作介词 “of” 的宾语。 33.I think the door's locked, but I'll just go and make sure. 【答案】我觉得门是锁着的，但我还是去确认一下。 【解析】“the door's locked” 意为 “门是锁着的”；“make sure” 是固定短语，意为 “确认”，此处用于表达去核实门是否锁好的动作。 34.The team's success was largely due to her efforts. 【答案】团队的成功主要归功于她的努力。 【解析】“the team's success” 意为 “团队的成功”；“be due to” 是固定短语，意为 “由于；归功于”；“largely” 意为 “主要地”，“efforts” 意为 “努力”。 35.I shook hands and exchanged a few words with the manager. 【答案】我和经理握了手，还交谈了几句。 【解析】“shook hands” 是 “shake hands” 的过去式，意为 “握手”；“exchanged a few words” 意为 “交谈了几句”；“with the manager” 意为 “和经理”，描述过去发生的动作。 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 学科网（北京）股份有限公司 $