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《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. due to ________ 2. 负责 ________ 3. 确保，确定________ 4. 给......造成损失________ 5. as for________ 【答案】1.由于；因为 2.in charge of 3.make sure 4.cause loss to 5.至于；关于 【解析】 1.介词短语，后接名词、代词或名词性短语，常用作原因状语，契合之前练习中 “送货延迟” 等场景的表达。 2.固定短语，后接宾语，可表示 “对某事 / 某人负责”，是客服、工作场景的常用表达。 3.动词短语，后可接宾语从句或不定式，用于提醒 “确认某事”，如核对答案、锁门等场景。 4.固定搭配，“loss” 为名词，后接动作对象，适用于描述延迟、损坏等带来的负面影响。 5.介词短语，用于引出新的话题或对前文内容的补充说明，语气简洁自然。 根据汉语提示填上恰当的单词或短语6-15题（每小题3分，共30分） 6.I owe you an （道歉） for my mistake. 【答案】apology 【解析】对应单词 apology（/əˈpɒlədʒɪ/），为可数名词，“an” 后接单数形式，契合 “向他人道歉” 的表达。 7.Don’t （损坏） the books in the library. 【答案】damage 【解析】对应单词 damage（/ˈdæmɪdʒ/），此处为动词原形，祈使句中用动词原形，表 “破坏、损坏” 物品。 8.The rain will （推迟）our trip. 【答案】delay 【解析】对应单词 delay（/dɪˈleɪ/），为及物动词，“will” 后接动词原形，表 “延迟、推迟” 活动或行程。 9.The （递送）of the package is late. 【答案】delivery 【解析】对应单词 delivery（/dɪˈlɪvərɪ/），为名词，作句子主语，表 “包裹的递送” 这一行为。 10.I want to （换成） this shirt for a smaller one. 【答案】exchange 【解析】对应单词 exchange（/ɪksˈtʃeɪndʒ/），“want to” 后接动词原形，“exchange sth. for sth.” 为固定搭配，表 “调换物品”。 11.This product has a two-year （质保期）. 【答案】guarantee 【解析】对应单词 guarantee（/ˌɡærənˈtiː/），为名词，表 “产品的保证、质保期”，是购物售后场景的常用词。 12.I’m sorry for the （不便）. 【答案】inconvenience 【解析】对应单词 inconvenience（/ˌɪnkənˈviːnjəns/），为名词，表 “给他人带来的不便、麻烦”，是道歉场景的常用表达。 13.He （提到了） his new job in the talk. 【答案】mentioned 【解析】对应单词 mention（/ˈmenʃən/），此处用过去式 mentioned，结合语境 “谈话中提到”，时态为一般过去时。 14.Thank you for your （耐心）. 【答案】patience 【解析】对应单词 patience（/ˈpeɪʃəns/），为不可数名词，“your” 后接名词，表 “感谢他人的耐心”。 15.I （承诺） to help you. 【答案】promise 【解析】对应单词 promise（/ˈprɒmɪs/），此处为动词原形，表 “许诺、承诺” 做某事，“promise to do sth.” 为固定搭配。 【考点二：语法（状语从句）】 选择填空16-30（每小题3分，共45分） 16.The customer asked for a refund ______ the product was damaged when delivered. A. because B. so that C. even if D. if 【答案】A 【解析】考查原因状语从句，because 表直接原因，解释 “要求退款” 是因为 “商品送达时损坏”，符合逻辑。 17.She will accept the exchange ______ the new product has the same function. A. as B. in order that C. if D. though 【答案】C 【解析】考查条件状语从句，if 表 “如果”，假设 “新产品功能一致” 是 “接受更换” 的前提条件。 18.Please keep the receipt ______ you need to return the product later. A. since B. in order that C. even if D. in case（=if 表条件） 【答案】D 【解析】考查条件状语从句，in case 表 “以防、万一”，契合 “保管收据以备后续退货” 的日常场景。 19.She will not complain ______ the service is really terrible. A. as B. so that C. even if D. unless（=if not 表条件） 【答案】D 【解析】考查条件状语从句，unless 表 “除非”，即 “除非服务极差，否则不投诉”，符合语境逻辑。 20.______ you have any questions about the refund policy, feel free to call us. A. Because B. If C. Even though D. Since 【答案】B 【解析】考查条件状语从句，if 引导假设场景，表 “如有退款政策疑问可来电”，语气自然。 21.Please speak slowly ______ everyone can follow you. A. because B. so that C. if D. though 【答案】B 【解析】考查目的状语从句，so that 表 “以便”，说明 “放慢语速” 的目的是 “让大家跟上”。 22.______ he is young, he knows a lot about history. A. Because B. Though C. If D. As 【答案】B 【解析】考查让步状语从句，though 表 “虽然”，体现 “年纪小” 与 “懂历史多” 的转折关系。 23.You can’t use the computer ______ you get the teacher’s permission. A. unless B. since C. as D. when 【答案】A 【解析】考查条件状语从句，unless 表 “除非”，即 “除非得到老师允许，否则不能用电脑”。 24.He looked ______ he hadn’t slept for days. A. because B. as if C. so that D. even though 【答案】B 【解析】考查方式状语从句，as if 表 “好像”，描述 “他看起来如同几天没睡觉” 的状态。 25.I was reading a book ______ my mother came back home. A. when B. since C. if D. as 【答案】A 【解析】考查时间状语从句，when 表 “当…… 时”，强调主句 “读书” 动作进行中，从句 “妈妈回家” 动作突发。 26.She didn’t go to bed ______ she finished her homework. A. until B. because C. if D. though 【答案】A 【解析】考查时间状语从句，not...until 表 “直到…… 才”，契合 “完成作业才睡觉” 的逻辑。 27.We chose this hotel ______ it is close to the train station. A. so that B. as C. whether D. if 【答案】B 【解析】考查原因状语从句，as 表 “因为”，语气较弱，解释 “选酒店” 的原因是 “离车站近”。 28.______ you don’t hurry up, you will miss the bus. A. Since B. If C. Even though D. As 【答案】B 【解析】考查条件状语从句，if 表 “如果”，假设 “不着急” 是 “错过公交车” 的条件。 29.He saved enough money ______ he could buy a new bike. A. because B. in order that C. even though D. when 【答案】B 【解析】考查目的状语从句，in order that 表 “为了”，说明 “存钱” 的目的是 “买新自行车”。 30.______ the weather is bad, many people still go to work by bike. A. Because B. Though C. So that D. If 【答案】B 【解析】考查让步状语从句，though 表 “尽管”，体现 “天气差” 与 “骑车上班” 的转折关系。 【考点三：情景交际功能表达法（投诉及处理投诉）】 情景交际31-35题（每小题3分，共15分） 31.场景：客户投诉运动手表无法充电 Customer: I received the sports watch yesterday, but it can’t be charged at all! What should I do? Service Staff: ________ A. It’s not our fault. Maybe you don’t know how to use it. B. I’m really sorry about this inconvenience. Could you send a photo of the watch and the charger first? C. You should have checked it when you received the package. D. We don’t offer refunds for used products. 【答案】B 【解析】客户投诉产品故障，核心是先致歉共情，再获取关键信息推进解决。A、C 推卸责任，D 直接拒绝，均会激化矛盾；B 先表达歉意，再礼貌索要凭证，既专业又能缓和客户情绪。 32.场景：客户投诉传单配送错误 Customer: The leaflets you delivered are not the ones I ordered. This has affected my promotion activity! Service Staff: ________ A. That’s impossible. We never make such mistakes. B. I completely understand your frustration. We’ll arrange the correct delivery immediately and waive the shipping fee. C. You can keep the wrong ones. We’ll send the right ones next month. D. It’s your own fault for not confirming the order details. 【答案】B 【解析】处理配送错误需先共情，再给出快速补偿方案。A、D 否认问题或指责客户，会引发不满；C 延迟处理且无补偿，不够负责；B 先理解客户感受，再主动安排补发并免运费，能有效解决问题。 33.场景：客户投诉送货延迟，要求补偿 Customer: My package was supposed to arrive three days ago, but it’s still not here. I need a reasonable explanation and compensation! Service Staff: ________ A. Sorry for the delay. Due to heavy traffic, the delivery was held up. We’ll offer you a 5% discount on your next order as an apology. B. Why are you in such a hurry? Many customers wait longer than this. C. We can’t compensate you. Traffic jams are beyond our control. D. Hurry up and check your mailbox again—maybe you missed it. 【答案】A 【解析】回应延迟投诉需先致歉，说明原因并给出补偿。B 态度敷衍，C 拒绝补偿，D 回避问题，均不符合要求；A 清晰解释延迟原因，同时提供具体补偿，体现诚意和专业性。 34.场景：客户投诉服务人员态度粗鲁 Customer: When I asked about the refund policy this morning, your staff was very rude—he interrupted me and refused to explain clearly. Service Staff: ________ A. He probably didn’t mean it. You shouldn’t be so sensitive. B. We apologize sincerely for the bad service. We’ll investigate this incident and train our staff better. C. Our staff are very busy, so sometimes they may be impatient. D. If you don’t like our service, you can go to other companies. 【答案】B 【解析】处理服务态度投诉需承认问题、致歉并承诺改进。A、C 为员工辩解，D 态度傲慢，均会激化矛盾；B 真诚道歉，说明会调查并优化服务，能安抚客户情绪。 35.场景：客户要求退款，客服需核实信息 Customer: The product is damaged, so I want a refund.Here’s my order number. Service Staff: ________ A. Why didn’t you check it when you received it? B. Do you have the receipt and can you show me photos of the damaged product? C. You just want to get your money back, right? D. How did you damage the product yourself? 【答案】B 【解析】核实退款信息需礼貌索要关键凭证。A、D 暗示客户自身责任，C 语气质疑，均会引起反感；B 礼貌询问收据和损坏照片，既符合流程，又不冒犯客户。 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. due to ________ 2. 负责 ________ 3. 确保，确定________ 4. 给......造成损失________ 5. as for________ 根据汉语提示填上恰当的单词或短语6-15题（每小题3分，共30分） 6.I owe you an （道歉） for my mistake. 7.Don’t （损坏） the books in the library. 8.The rain will （推迟）our trip. 9.The （递送）of the package is late. 10.I want to （换成） this shirt for a smaller one. 11.This product has a two-year （质保期）. 12.I’m sorry for the （不便）. 13.He （提到了） his new job in the talk. 14.Thank you for your （耐心）. 15.I （承诺） to help you. 【考点二：语法（状语从句）】 选择填空16-30（每小题3分，共45分） 16.The customer asked for a refund ______ the product was damaged when delivered. A. because B. so that C. even if D. if 17.She will accept the exchange ______ the new product has the same function. A. as B. in order that C. if D. though 18.Please keep the receipt ______ you need to return the product later. A. since B. in order that C. even if D. in case（=if 表条件） 19.She will not complain ______ the service is really terrible. A. as B. so that C. even if D. unless（=if not 表条件） 20.______ you have any questions about the refund policy, feel free to call us. A. Because B. If C. Even though D. Since 21.Please speak slowly ______ everyone can follow you. A. because B. so that C. if D. though 22.______ he is young, he knows a lot about history. A. Because B. Though C. If D. As 23.You can’t use the computer ______ you get the teacher’s permission. A. unless B. since C. as D. when 24.He looked ______ he hadn’t slept for days. A. because B. as if C. so that D. even though 25.I was reading a book ______ my mother came back home. A. when B. since C. if D. as 26.She didn’t go to bed ______ she finished her homework. A. until B. because C. if D. though 27.We chose this hotel ______ it is close to the train station. A. so that B. as C. whether D. if 28.______ you don’t hurry up, you will miss the bus. A. Since B. If C. Even though D. As 29.He saved enough money ______ he could buy a new bike. A. because B. in order that C. even though D. when 30.______ the weather is bad, many people still go to work by bike. A. Because B. Though C. So that D. If 【考点三：情景交际功能表达法（投诉及处理投诉）】 情景交际31-35题（每小题3分，共15分） 场景：客户投诉运动手表无法充电 31.Customer: I received the sports watch yesterday, but it can’t be charged at all! What should I do? Service Staff: ________ A. It’s not our fault. Maybe you don’t know how to use it. B. I’m really sorry about this inconvenience. Could you send a photo of the watch and the charger first? C. You should have checked it when you received the package. D. We don’t offer refunds for used products. 32.场景：客户投诉传单配送错误 Customer: The leaflets you delivered are not the ones I ordered. This has affected my promotion activity! Service Staff: ________ A. That’s impossible. We never make such mistakes. B. I completely understand your frustration. We’ll arrange the correct delivery immediately and waive the shipping fee. C. You can keep the wrong ones. We’ll send the right ones next month. D. It’s your own fault for not confirming the order details. 33.场景：客户投诉送货延迟，要求补偿 Customer: My package was supposed to arrive three days ago, but it’s still not here. I need a reasonable explanation and compensation! Service Staff: ________ A. Sorry for the delay. Due to heavy traffic, the delivery was held up. We’ll offer you a 5% discount on your next order as an apology. B. Why are you in such a hurry? Many customers wait longer than this. C. We can’t compensate you. Traffic jams are beyond our control. D. Hurry up and check your mailbox again—maybe you missed it. 34.场景：客户投诉服务人员态度粗鲁 Customer: When I asked about the refund policy this morning, your staff was very rude—he interrupted me and refused to explain clearly. Service Staff: ________ A. He probably didn’t mean it. You shouldn’t be so sensitive. B. We apologize sincerely for the bad service. We’ll investigate this incident and train our staff better. C. Our staff are very busy, so sometimes they may be impatient. D. If you don’t like our service, you can go to other companies. 35.场景：客户要求退款，客服需核实信息 Customer: The product is damaged, so I want a refund.Here’s my order number. Service Staff: ________ A. Why didn’t you check it when you received it? B. Do you have the receipt and can you show me photos of the damaged product? C. You just want to get your money back, right? D. How did you damage the product yourself? 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 $