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《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、单项选择题（共15小题，每小题3分，共45分） 从 A、B、C、D 中，选出可以填入空白处的最佳选项。 1.I will call you ______ I arrive in Beijing. A. as soon as B. because C. if D. though 【答案】A 【解析】as soon as 表 “一…… 就……”，契合 “到达北京后立刻打电话” 的时间逻辑；because 表原因，if 表条件，though 表让步，均不符合句意。 2.You can ask for help ______ you need it. A. since B. whenever C. even if D. as 【答案】B 【解析】whenever 指 “无论何时”，强调 “任何需要时都可求助”，贴合灵活场景；since 表原因或时间，even if 表让步，as 表原因或方式，均不契合 “随时求助” 的语境。 3.______ he has much experience, he still listens to others’ suggestions. A. Because B. Even though C. So that D. If 【答案】B 【解析】even though 表 “尽管”，体现 “经验丰富仍听取建议” 的转折关系；because 表原因，so that 表目的，if 表条件，均不符合逻辑。 4.She speaks English ______ she were a native speaker. A. as if B. because C. so that D. since 【答案】A 【解析】as if 表 “好像、仿佛”，描述 “英语说得如同母语者” 的状态；because 表原因，so that 表目的，since 表原因，均不贴合语境。 5.______ he is new here, he knows how to handle customer complaints well. A. Because B. Though C. If D. Since 【答案】B 【解析】though 表 “虽然”，体现 “新来却擅长处理投诉” 的转折；because 表原因，if 表条件，since 表原因或时间，均不符合逻辑。 6.The delivery was late ______ the heavy rain on the way. A. because B. due to C. even if D. if 【答案】B 【解析】due to 后接名词短语，“the heavy rain” 是名词性成分，契合 “暴雨导致延误” 的表达；because 后接从句，even if 表让步，if 表条件，均不符合语法和语境。 7.______ you have any questions about the guarantee, feel free to call us. A. Because B. If C. Even though D. Since 【答案】B 【解析】if 表 “如果”，引导假设场景 “有保修相关问题可来电”；because 表原因，even though 表让步，since 表原因或时间，均不符合句意。 8.Please speak clearly ______ the customer can understand your explanation. A. because B. in order that C. if D. though 【答案】B 【解析】in order that 表 “以便”，说明 “清晰表达” 的目的是 “让顾客理解”；because 表原因，if 表条件，though 表让步，均不符合逻辑。 9.He saved money ______ he could buy a new sports watch. A. because B. in order that C. even though D. when 【答案】B 【解析】in order that 表 “为了”，强调 “存钱的目的是买手表”；because 表原因，even though 表让步，when 表时间，均不符合目的逻辑。 10.She didn’t leave the service center ______ her problem was solved. A. until B. because C. if D. though 【答案】A 【解析】not...until 表 “直到…… 才”，契合 “问题解决才离开服务中心” 的语境；because 表原因，if 表条件，though 表让步，均不符合句意。 11.You can ask for a ______ or an ______ if the product doesn’t meet your expectations. A. refund; exchange B. discount; apology C. receipt; guarantee D. delivery; solution 【答案】A 【解析】refund 指 “退款”，exchange 指 “换货”，均是产品不合预期时的核心处理方式；其他选项中，discount（折扣）、receipt（收据）等均不契合 “产品不合预期” 的应对场景。 12.The store offers a two-year ______ for this sports watch, covering all quality problems. A. guarantee B. apology C. receipt D. discount 【答案】A 【解析】guarantee 指 “质保期、保证”，契合 “手表两年质量保障” 的场景；apology 是 “道歉”，receipt 是 “收据”，discount 是 “折扣”，均不符合句意。 13.We had to ______ the delivery because of the sudden heavy snow, which was beyond our control. A. postpone B. delay C. put off D. cancel 【答案】B 【解析】delay 侧重因不可控因素导致的 “延误”，符合 “突发大雪导致配送受阻” 的语境；postpone 是主动正式的 “延期”，put off 是口语化 “推迟”，cancel 是 “取消”，均不贴合 “不可控” 逻辑。 14.The manager made a sincere ______ to the customer for the inconvenience caused by the wrong delivery. A. apologize B. apology C. sorry D. regret 【答案】B 【解析】apology 是名词，“make a sincere apology” 为固定搭配表 “真诚道歉”；apologize 是动词，sorry 是形容词，regret 侧重 “懊悔”，均不符合语法和语境。 15.The film was ______ moving ______ many people cried. A. so; that B. such; that C. too; to D. enough; to 【答案】A 【解析】so + 形容词 + that 表 “如此…… 以至于”，“moving” 是形容词，契合 “电影太感人以至于很多人哭” 的结构；such 后接名词短语，too...to 后接动词原形，enough 需置于形容词后，均不符合语法。 二、完形填空（共 10 小题；每小题 2 分，满分 20 分） 阅读下面短文，从短文后所给各题的四个选项（A、B、C 和 D）中，选出可以填入空白处的最佳选项。 Online shopping has become more and more popular, and customer service plays a key role in it. Last week, Lisa ordered a dress online, but when she received it, she found the size was wrong. She felt very disappointed and decided to contact the customer service. The service staff answered her call quickly and said, “I’m really sorry for the 16 . We’ll solve this problem for you right away.” Lisa told them she wanted to 17 the dress for a smaller one. The staff agreed and told her to keep the receipt 18 they needed it for the exchange process. Lisa sent the dress back as required. To her surprise, the store not only sent the correct size but also offered a 10% discount as an apology. The staff explained, “We hope this discount can 19 the trouble we brought you.” Lisa was very satisfied with the result. This experience made Lisa realize that good customer service can turn a bad situation into a good one. 20 a company provides high-quality service, customers will be more willing to shop there again. Even if there are mistakes, sincere apologies and effective solutions can win customers’ trust 21 . A few days later, Lisa recommended the store to her friends. She said, “The store takes customer needs seriously and always tries their best to help. 22 you have any problems with your order, they will respond quickly.” In fact, every customer expects to be respected and valued. Companies should train their staff well to handle complaints 23 . They need to listen to customers patiently and provide practical solutions. 24 doing so, they can improve customer satisfaction and build a good reputation. Customer service is not just about solving problems. It’s about building relationships with customers. 25 companies understand this, they will succeed in the long run. 16.A. inconvenience B. damage C. delay D. promise 17.A. refund B. exchange C. check D. deliver 18.A. though B. because C. unless D. if 19.A. reduce B. cause C. make D. compensate for 20.A. If B. Though C. Because D. Since 21.A. again B. back C. away D. over 22.A. Unless B. If C. Even though D. As 23.A. carefully B. carelessly C . quickly D. slowly 24.A. By B. With C. Through D. In 25.A. When B. Because C. If D. Though 【答案】16.A 17.B 18.B 19.D 20.A 21.B 22.B 23.C 24.A 25.C 【导语】本文是一篇记叙文。以莉萨网购连衣裙尺码错误，客服快速处理并补偿为例，说明优质客服能化解问题、赢得信任，强调企业做好客服对发展的重要性。 【解析】 16.A：莉萨因尺码问题受困扰，“inconvenience”（不便）契合语境；damage（损坏）、delay（延迟）、promise（承诺）均与文意不符。 17.B：由 “for a smaller one” 可知是 “调换” 裙子，“exchange”（调换）符合；refund（退款）、check（检查）、deliver（递送）不匹配需求。 18.B：“保留收据” 的原因是 “换货需要”，“because” 表因果，逻辑通顺；though（尽管）、unless（除非）、if（如果）不符合因果关系。 19.D：折扣是为 “弥补” 麻烦，“compensate for”（弥补）契合客服致歉意图；reduce（减少）、cause（造成）、make（制造）语义相反或无关。 20.A：“提供优质服务” 是 “顾客复购” 的假设条件，“If”（如果）引导条件从句；Though（尽管）、Because（因为）、Since（既然）逻辑不符。 21.B：“win...back” 为固定搭配，表 “赢回信任”，符合 “真诚致歉可挽回客户” 的文意；again（再次）、away（离开）、over（结束）无此搭配。 22.B：“有订单问题” 是 “快速响应” 的假设，“If”（如果）符合语境；Unless（除非）、Even though（尽管）、As（因为）逻辑不通。 23.C：客服需 “快速” 处理投诉，契合前文 “快速响应” 的特点；carefully（仔细地）非核心要求，carelessly（粗心地）、slowly（缓慢地）与优质客服相悖。 24.A：“by doing so” 为固定表达，表 “通过这样做”，说明提升满意度的方式；With、Through、In 无此用法。 25.C：“企业理解这一点” 是 “长期成功” 的条件，“If”（如果）引导条件从句；When（当…… 时）、Because（因为）、Though（尽管）逻辑不符。 三、阅读理解（共5小题，每小题2分，共10分） 阅读下面短文，从短文后所给各题的四个选项（A、B、C 和 D）中，选出可以填入空白处的最佳选项。 Good customer service is essential for any business, especially in the retail industry. A recent survey shows that 80% of customers will choose to shop at a store again if they receive good service, while only 20% will return after a bad experience. One example is a small electronics store. Last month, a customer bought a mobile phone there. After using it for three days, the phone couldn’t be charged. The customer went back to the store angrily and demanded a refund. The store manager didn’t argue with him. Instead, he apologized sincerely and said, “I’m sorry for the trouble. We’ll check the phone first. If it’s a quality problem, we’ll give you a full refund or exchange it for a new one.” The manager arranged for a technician to check the phone. It turned out that the charger was faulty, not the phone itself. The store gave the customer a new charger for free and offered a free screen protector as a gift. The customer was very satisfied with the solution and became a regular customer of the store. Another example is an online clothing store. A customer ordered a coat but found it was damaged when delivered. She sent an email to the customer service with photos of the damage. The service team replied within two hours, apologized for the mistake, and offered two options: a full refund or a free re-delivery of a new coat. The customer chose the re-delivery and received the new coat three days later. She was impressed by the quick response and recommended the store to her classmates. These examples show that good customer service involves listening to customers, apologizing sincerely when mistakes happen, and providing effective solutions. By doing so, businesses can not only solve problems but also win customers’ loyalty. 26.What percentage of customers will return to a store after good service? A. 20% B. 50% C. 80% D. 100% 27.Why did the customer return the mobile phone to the electronics store? A. It was too expensive. B. It couldn’t be charged. C. It was the wrong color. D. It had a broken screen. 28.What did the electronics store give the customer as a gift? A. A new phone B. A free charger C. A screen protector D. A discount coupon 29How did the online clothing store respond to the customer’s complaint? A. They ignored the email. B. They replied within two hours. C. They refused to refund. D. They asked for more photos. 30.What is the main idea of the passage? A. The importance of good customer service. B. How to buy electronics online. C. The best way to handle customer complaints. D. Different types of customer service. 【答案】26.C 27.B 28.C 29.B 30.A 【导语】本文是一篇议论文。通过调查数据和电子产品店、在线服装店的客服案例，说明优质客服需倾听顾客、真诚致歉并提供有效解决方案，强调其对企业赢得顾客忠诚度的重要性。 【解析】 26.细节理解题。句意：收到良好服务后，有多少比例的顾客会再次光顾商店？解析：原文明确提到 “A recent survey shows that 80% of customers will choose to shop at a store again if they receive good service”，直接对应选项 C。 27.细节理解题。句意：顾客为什么把手机退回电子产品店？解析：根据 “After using it for three days, the phone couldn’t be charged. The customer went back to the store angrily and demanded a refund”，可知退货原因是手机无法充电，对应选项 B。 28.细节理解题。句意：电子产品店给了顾客什么礼物？解析：原文指出 “the store gave the customer a new charger for free and offered a free screen protector as a gift”，免费充电器是故障替换品，屏幕保护膜是额外礼物，对应选项 C。 29.细节理解题。句意：在线服装店如何回应顾客的投诉？解析：由 “She sent an email to the customer service... The service team replied within two hours” 可知，客服两小时内回复了邮件，对应选项 B。 30.细节理解题（主旨类）。句意：这篇文章的主旨是什么？解析：文章开篇点出 “Good customer service is essential for any business”，后文用案例佐证优质客服的作用，核心是强调其重要性，对应选项 A。 四、情景交际（共5小题，每小题2分，共10分） 根据对话内容，从文后选择恰当的选项补全对话（有一项多余）。 Customer: Hello, I’m calling to complain about a package I ordered last week. Service Staff: Hello! I’m sorry to hear that. 31 Customer: It was supposed to arrive on Monday, but it’s already Wednesday and I still haven’t received it. Service Staff: I apologize for the delay. 32 Let me check the tracking information for you. Customer: Thank you. My order number is XT876543. Service Staff: Thank you. Let me see... Oh, the package is still on the way due to heavy rain. 33 Customer: That’s really inconvenient. I need it for a meeting tomorrow. Service Staff: I understand your urgency. 34 We’ll also offer you a 15% discount on your next order as an apology. Customer: That’s acceptable. When can I receive it? Service Staff: It will be delivered tomorrow morning before 10 o’clock. 35 Customer: Yes, please. My phone number is 138xxxx5678. Service Staff: We’ll call you when it arrives. Thank you for your patience. A. Could you please provide your order number? B. What seems to be the problem? C. Would you like us to call you when it’s delivered? D. We’ll arrange for a priority delivery right away. E. The delivery time will be delayed by 2-3 days. F. I’m sorry, but we can’t do anything about it. 【答案】31.B 32.A 33.E 34.D 35.C 【导语】顾客致电投诉上周订购的包裹延迟送达，客服致歉后核实订单信息、说明延迟原因，提供优先配送和折扣补偿，最终确认送达后电话通知，高效处理了投诉。 【解析】 31.B：顾客表明投诉意图后，客服需询问具体问题，“What seems to be the problem?”（有什么问题吗？）符合沟通逻辑，承接后文顾客说明包裹延迟的情况。 32.A：客服要查询物流信息，必须获取订单号，“Could you please provide your order number?”（能提供一下订单号吗？）与后文顾客告知订单号的内容呼应。 33.E：客服查到包裹因大雨未送达，需告知延迟时长，“The delivery time will be delayed by 2-3 days.”（配送将延迟 2-3 天）契合 “周一应到、周三未到” 的时间线。 34.D：顾客提到包裹需用于次日会议，客服需解决紧急需求，“We’ll arrange for a priority delivery right away.”（我们会立即安排优先配送）回应其紧迫性，搭配折扣补偿合理。 35.C：客服告知次日 10 点前送达，后文顾客同意并提供手机号，“Would you like us to call you when it’s delivered?”（送达时需要我们打电话通知你吗？）符合语境衔接。 五、书面表达（15分） 假设你是一家电子产品店的客服人员，收到一位顾客的投诉邮件。顾客上周购买了一块运动手表，现在发现手表无法充电，影响了使用。请你根据以下要求回复邮件： 表达歉意； 说明处理方案（退款或更换新手表）； 询问顾客的选择； 感谢顾客的理解与支持。 要求： 词数 80-100； 语言通顺，逻辑清晰； 包含所有要点，可适当发挥。 _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 【参考例文】 Dear Customer, We sincerely apologize for the inconvenience caused by the sports watch you purchased last week, which fails to charge and affects your use. To resolve this issue, we offer two options: a full refund of your purchase price or a free replacement of a new watch. Please let us know your preferred choice, and we will process it immediately. We value your feedback and trust. Thank you for your understanding and support. If you have any further questions, feel free to contact us. Best regards, The Customer Service Team 【导语】本文要求以电子产品店客服身份回复顾客投诉邮件，核心是围绕 “手表无法充电” 的问题，完成致歉、说明方案、询问选择、表达感谢四项任务。写作需遵循商务邮件的礼貌性和简洁性，确保逻辑连贯、要点齐全，符合 80-100 词的要求。 【解析】 （一）词汇积累 sincerely apologize：真诚道歉（比普通 “say sorry” 更正式，适配客服场景） inconvenience：不便（精准表达产品问题给顾客带来的影响） purchase price：购买价格（商务场景常用，替代简单的 “money”） replacement：更换品（对应 “更换新手表” 的核心需求） process：处理（体现客服高效响应的态度） （二）句式拓展 简单句变复合句 原句：The sports watch you purchased last week can’t charge. It causes inconvenience. 拓展句：We sincerely apologize for the inconvenience caused by the sports watch you purchased last week, which fails to charge.（用定语从句整合信息，使句式更紧凑） 补充逻辑关系 原句：We offer two options. Please let us know your choice. 拓展句：To resolve this issue, we offer two options: a full refund or a replacement. Please let us know your preferred choice, and we will process it immediately.（用 “To resolve this issue” 明确目的，“and” 衔接动作，逻辑更清晰） 【点睛】 【高分句型 1】 We sincerely apologize for the inconvenience caused by the sports watch you purchased last week, which fails to charge and affects your use.（运用定语从句 “which...” 修饰先行词 “the sports watch”，整合产品问题和影响，句式丰富且信息密集，符合书面表达要求） 【高分句型 2】 Please let us know your preferred choice, and we will process it immediately.（用 “and” 连接两个祈使句，体现客服主动配合的态度，句式简洁有力，契合商务沟通的高效性） 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《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、单项选择题（共15小题，每小题3分，共45分） 从 A、B、C、D 中，选出可以填入空白处的最佳选项。 1.I will call you ______ I arrive in Beijing. A. as soon as B. because C. if D. though 2.You can ask for help ______ you need it. A. since B. whenever C. even if D. as 3.______ he has much experience, he still listens to others’ suggestions. A. Because B. Even though C. So that D. If 4.She speaks English ______ she were a native speaker. A. as if B. because C. so that D. since 5.______ he is new here, he knows how to handle customer complaints well. A. Because B. Though C. If D. Since 6.The delivery was late ______ the heavy rain on the way. A. because B. due to C. even if D. if 7.______ you have any questions about the guarantee, feel free to call us. A. Because B. If C. Even though D. Since 8.Please speak clearly ______ the customer can understand your explanation. A. because B. in order that C. if D. though 9.He saved money ______ he could buy a new sports watch. A. because B. in order that C. even though D. when 10.She didn’t leave the service center ______ her problem was solved. A. until B. because C. if D. though 11.You can ask for a ______ or an ______ if the product doesn’t meet your expectations. A. refund; exchange B. discount; apology C. receipt; guarantee D. delivery; solution 12.The store offers a two-year ______ for this sports watch, covering all quality problems. A. guarantee B. apology C. receipt D. discount 13.We had to ______ the delivery because of the sudden heavy snow, which was beyond our control. A. postpone B. delay C. put off D. cancel 14.The manager made a sincere ______ to the customer for the inconvenience caused by the wrong delivery. A. apologize B. apology C. sorry D. regret 15.The film was ______ moving ______ many people cried. A. so; that B. such; that C. too; to D. enough; to 二、完形填空（共 10 小题；每小题 2 分，满分 20 分） 阅读下面短文，从短文后所给各题的四个选项（A、B、C 和 D）中，选出可以填入空白处的最佳选项。 Online shopping has become more and more popular, and customer service plays a key role in it. Last week, Lisa ordered a dress online, but when she received it, she found the size was wrong. She felt very disappointed and decided to contact the customer service. The service staff answered her call quickly and said, “I’m really sorry for the 16 . We’ll solve this problem for you right away.” Lisa told them she wanted to 17 the dress for a smaller one. The staff agreed and told her to keep the receipt 18 they needed it for the exchange process. Lisa sent the dress back as required. To her surprise, the store not only sent the correct size but also offered a 10% discount as an apology. The staff explained, “We hope this discount can 19 the trouble we brought you.” Lisa was very satisfied with the result. This experience made Lisa realize that good customer service can turn a bad situation into a good one. 20 a company provides high-quality service, customers will be more willing to shop there again. Even if there are mistakes, sincere apologies and effective solutions can win customers’ trust 21 . A few days later, Lisa recommended the store to her friends. She said, “The store takes customer needs seriously and always tries their best to help. 22 you have any problems with your order, they will respond quickly.” In fact, every customer expects to be respected and valued. Companies should train their staff well to handle complaints 23 . They need to listen to customers patiently and provide practical solutions. 24 doing so, they can improve customer satisfaction and build a good reputation. Customer service is not just about solving problems. It’s about building relationships with customers. 25 companies understand this, they will succeed in the long run. 16.A. inconvenience B. damage C. delay D. promise 17.A. refund B. exchange C. check D. deliver 18.A. though B. because C. unless D. if 19.A. reduce B. cause C. make D. compensate for 20.A. If B. Though C. Because D. Since 21.A. again B. back C. away D. over 22.A. Unless B. If C. Even though D. As 23.A. carefully B. carelessly C . quickly D. slowly 24.A. By B. With C. Through D. In 25.A. When B. Because C. If D. Though 三、阅读理解（共5小题，每小题2分，共10分） 阅读下面短文，从短文后所给各题的四个选项（A、B、C 和 D）中，选出可以填入空白处的最佳选项。 Good customer service is essential for any business, especially in the retail industry. A recent survey shows that 80% of customers will choose to shop at a store again if they receive good service, while only 20% will return after a bad experience. One example is a small electronics store. Last month, a customer bought a mobile phone there. After using it for three days, the phone couldn’t be charged. The customer went back to the store angrily and demanded a refund. The store manager didn’t argue with him. Instead, he apologized sincerely and said, “I’m sorry for the trouble. We’ll check the phone first. If it’s a quality problem, we’ll give you a full refund or exchange it for a new one.” The manager arranged for a technician to check the phone. It turned out that the charger was faulty, not the phone itself. The store gave the customer a new charger for free and offered a free screen protector as a gift. The customer was very satisfied with the solution and became a regular customer of the store. Another example is an online clothing store. A customer ordered a coat but found it was damaged when delivered. She sent an email to the customer service with photos of the damage. The service team replied within two hours, apologized for the mistake, and offered two options: a full refund or a free re-delivery of a new coat. The customer chose the re-delivery and received the new coat three days later. She was impressed by the quick response and recommended the store to her classmates. These examples show that good customer service involves listening to customers, apologizing sincerely when mistakes happen, and providing effective solutions. By doing so, businesses can not only solve problems but also win customers’ loyalty. 26.What percentage of customers will return to a store after good service? A. 20% B. 50% C. 80% D. 100% 27.Why did the customer return the mobile phone to the electronics store? A. It was too expensive. B. It couldn’t be charged. C. It was the wrong color. D. It had a broken screen. 28.What did the electronics store give the customer as a gift? A. A new phone B. A free charger C. A screen protector D. A discount coupon 29How did the online clothing store respond to the customer’s complaint? A. They ignored the email. B. They replied within two hours. C. They refused to refund. D. They asked for more photos. 30.What is the main idea of the passage? A. The importance of good customer service. B. How to buy electronics online. C. The best way to handle customer complaints. D. Different types of customer service. 四、情景交际（共5小题，每小题2分，共10分） 根据对话内容，从文后选择恰当的选项补全对话（有一项多余）。 Customer: Hello, I’m calling to complain about a package I ordered last week. Service Staff: Hello! I’m sorry to hear that. 31 Customer: It was supposed to arrive on Monday, but it’s already Wednesday and I still haven’t received it. Service Staff: I apologize for the delay. 32 Let me check the tracking information for you. Customer: Thank you. My order number is XT876543. Service Staff: Thank you. Let me see... Oh, the package is still on the way due to heavy rain. 33 Customer: That’s really inconvenient. I need it for a meeting tomorrow. Service Staff: I understand your urgency. 34 We’ll also offer you a 15% discount on your next order as an apology. Customer: That’s acceptable. When can I receive it? Service Staff: It will be delivered tomorrow morning before 10 o’clock. 35 Customer: Yes, please. My phone number is 138xxxx5678. Service Staff: We’ll call you when it arrives. Thank you for your patience. A. Could you please provide your order number? B. What seems to be the problem? C. Would you like us to call you when it’s delivered? D. We’ll arrange for a priority delivery right away. E. The delivery time will be delayed by 2-3 days. F. I’m sorry, but we can’t do anything about it. 五、书面表达（15分） 假设你是一家电子产品店的客服人员，收到一位顾客的投诉邮件。顾客上周购买了一块运动手表，现在发现手表无法充电，影响了使用。请你根据以下要求回复邮件： 表达歉意； 说明处理方案（退款或更换新手表）； 询问顾客的选择； 感谢顾客的理解与支持。 要求： 词数 80-100； 语言通顺，逻辑清晰； 包含所有要点，可适当发挥。 _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 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 $