复习讲义（高教版第三版 基础模块3 Unit 4 Customer Service）-2025-2026学年高二下学期《英语期中考点大串讲》

编写说明：2025-2026学年高二下学期《英语期中考点大串讲》以考试范围内教材单元内容为基准，精准覆盖核心考点，并紧密贴合职教高考题型，包含配套的单元复习课件、讲义与模拟卷，旨在为学生提供全方位、高效的期中复习解决方案。 2025-2026学年高二下学期《英语期中考点大串讲》 《英语 基础模块3》（高教版第三部那） Unit 4 Customer Service 复习讲义 目录 明·期中考情 记·必考知识 + 练·10分钟 1.单元重点词汇 2.单元重点语法 3.单元主题应用 核心 考点 复习目标 考情规律 重 点 词 汇 1. 掌握客户服务相关词汇：complaint, inconvenience, battery, receipt, guarantee, exchange, refund, apology, patience, deliver, delay, leaflet, sincere, solution, arrange, reduce, promise 等 2. 掌握固定搭配与常用表达：make a complaint, due to, in charge of, make sure, cause loss to, express apology, arrange delivery, reduce price 等 3. 理解投诉处理流程词汇：service center, warranty, repair, replace, customer request, compensation 等 词汇选择题、完形填空、阅读理解中的词义理解与搭配运用 语 法 知 识 1. 掌握状语从句的用法（even if, since, so that, even though, because, if） 2. 能正确使用状语从句表达条件、原因、目的、让步等逻辑关系 3. 掌握投诉与回应句型结构：I’d like to make a complaint…, What’s the problem?, I’m sorry for…, We’ll arrange… 语法选择、语法填空、句型转换中的状语从句运用 主 题 应用 1. 能听懂并参与投诉处理、售后服务、问题解决的对话 2. 能阅读和理解投诉信、回复邮件、解决方案类文章 3. 能描述投诉过程、撰写投诉回复邮件、撰写处理报告 4. 能理解不同国家的商务文化差异，表达职业素养与诚信 听力理解中的投诉对话、阅读理解中的投诉信与回复邮件、写作中的处理报告与回复邮件 知识点01 单元重点词汇 核心词汇与短语 battery /ˈbætəri/ n. 电池 inconvenience /ˌɪnkənˈviːnjəns/ n. 不便；麻烦 complaint /kəmˈpleɪnt/ n. 抱怨；投诉 charge /tʃɑːdʒ/ v. 充电 receipt /rɪˈsiːt/ n. 收据 guarantee /ˌɡærənˈtiː/ n. 保证；担保 check /tʃek/ v. 检查；核对 patience /ˈpeɪʃns/ n. 耐心 exchange /ɪksˈtʃeɪndʒ/ v. 调换 apology /əˈpɒlədʒi/ n. 道歉 refund /riːˈfʌnd/ v. 返还；退款；偿还 blank /blæŋk/ adj. 空白的 deliver /dɪˈlɪvə/ v. 递送；运载 delivery /dɪˈlɪvəri/ n. 递送；运载 delay /dɪˈleɪ/ v. 延迟；推迟；延期 sheet /ʃiːt/ n. 单子 leaflet /ˈliːflɪt/ n. 小册子；单张广告 sincere /sɪnˈsɪə/ adj. 真诚的 solution /səˈluːʃn/ n. 解决方法 arrange /əˈreɪndʒ/ v. 安排 mention /ˈmenʃn/ v. 提及；提到 request /rɪˈkwest/ n. 要求 reduce /rɪˈdjuːs/ v. 减少；降低 sincerity /sɪnˈserəti/ n. 真诚 promise /ˈprɒmɪs/ v. 许诺；承诺 sports watch 运动手表 due to 由于；因为 in charge of 负责…… make sure 确保；确定 cause loss to 给……造成损失 1.If you are not satisfied with the service, you can __________ to the manager. A. make a complaint B. check in C. depend on D. lead to 【答案】A 【解析】考查词组用法。make a complaint 意为“投诉”，符合“对服务不满意可投诉”的语境。 2.The company will __________ a full refund if the product is under guarantee. A. offer B. expect C. appreciate D. communicate 【答案】A 【解析】考查动词搭配。offer 意为“提供”，符合“提供全额退款”的语境。 3.I’m sorry for the __________ caused by the delayed delivery. A. inconvenience B. battery C. receipt D. patience 【答案】A 【解析】考查名词词义。inconvenience 意为“不便”，符合“因延误造成不便”的语境。 4.Please show me your __________ so that we can check the purchase date. A. battery B. receipt C. apology D. solution 【答案】B 【解析】考查名词词义。receipt 意为“收据”，符合“查看购买日期”的语境。 5.We will __________ your mobile phone and let you know the result in two days. A. check B. charge C. deliver D. arrange 【答案】A 【解析】考查动词词义。check 意为“检查”，符合“检查手机”的语境。 6.The staff expressed __________ for the mistake and promised to solve it quickly. A. apology B. sincerity C. request D. solution 【答案】A 【解析】考查名词词义。apology 意为“道歉”，符合“为错误道歉”的语境。 7.The delivery was __________ due to bad weather. A. delayed B. exchanged C. reduced D. mentioned 【答案】A 【解析】考查动词词义。delay 意为“延迟”，符合“因天气延误”的语境。 8.We have __________ a new battery for your phone since it was still under guarantee. A. exchanged B. refunded C. arranged D. promised 【答案】A 【解析】考查动词词义。exchange 意为“更换”，符合“更换电池”的语境。 9.翻译句子：多亏你的帮助，我按时完成了工作。（提示：Thanks to） 【答案】Thanks to your help, I finished the work on time. 【解析】考查短语用法。Thanks to 意为“多亏”，后接名词短语。 10.判断正误：Bad eating habits can lead to healthy problems. 【答案】× 【解析】考查形容词用法。healthy 意为“健康的”，应改为 unhealthy，意为“不健康的”。 知识点02 单元重点语法 状语从句 一、状语从句概述 1. 状语从句的定义 状语从句是指在复合句中充当状语的从句，用来修饰主句中的动词、形容词或副词，表示时间、地点、原因、目的、结果、条件、让步、方式和比较等。 例句: When he arrives, we will start the meeting. (当他到达时，我们将开始会议。) 解析: "When he arrives"是时间状语从句，修饰主句"we will start the meeting"。 2. 状语从句的基本结构 状语从句由从属连词引导，位于主句之前或之后。当位于主句之前时，常用逗号与主句隔开。 结构: 从属连词 + 主语 + 谓语 例句: Although it was raining, we went out. (虽然下雨了，但我们还是出去了。) 二、时间状语从句 1. 常用连接词 · when (当...时) · while (在...期间) · as (当...时，随着) · before (在...之前) · after (在...之后) · since (自从...以来) · until/till (直到...) · as soon as (一...就) · once (一旦) · the moment (一...就) 2. 时态搭配要点 · 主句为将来时，时间状语从句用一般现在时表示将来 · since引导的从句用一般过去时，主句用现在完成时 · while引导的从句常用进行时态 例句: I will call you when I arrive in Beijing. (我到北京后会给你打电话。) 解析: 主句是将来时，时间状语从句用一般现在时表示将来。 3. 固定搭配 · hardly/scarcely...when (刚...就) · no sooner...than (刚...就) · the moment/minute/second (一...就) 例句: No sooner had he arrived than he was asked to leave again. (他刚到就被要求再次离开。) 三、条件状语从句 1. 常用连接词 · if (如果) · unless (除非，如果不) · as/so long as (只要) · provided/providing that (假如) · in case (万一) · on condition that (条件是) 2. 时态搭配要点 · 主句为将来时，条件状语从句用一般现在时表示将来 · 虚拟条件句中使用特殊的时态形式 例句: If it rains tomorrow, we will cancel the picnic. (如果明天下雨，我们将取消野餐。) 解析: 主句是将来时，条件状语从句用一般现在时表示将来。 四、原因、目的和结果状语从句 1. 原因状语从句 · because (因为) - 语气最强，回答why提问 · since (既然) - 表示已知的原因 · as (由于) - 语气较弱，表示明显的原因 · now that (既然) - 表示新出现的情况 · seeing that (鉴于) 例句: He didn't go to school because he was ill. (他没去上学，因为他病了。) 2. 目的状语从句 · so that (以便) · in order that (为了) · for fear that (以免) · in case (以防) · lest (免得) - 后接should + 动词原形 例句: He got up early so that he could catch the first bus. (他早起以便能赶上第一班公交车。) 3. 结果状语从句 · so...that (如此...以致) · such...that (如此...以致) · so that (结果) 例句: He was so tired that he fell asleep immediately. (他太累了，以至于立刻睡着了。) 例句: It was such a hot day that we decided to go swimming. (天气太热了，以至于我们决定去游泳。) 五、让步、方式和比较状语从句 1. 让步状语从句 · although/though (虽然) · even if/even though (即使) · while (尽管) · as (尽管) - 用于倒装句 · no matter + 疑问词 (无论...) · 疑问词 + ever (无论...) 例句: Although it was raining, we went out. (虽然下雨了，但我们还是出去了。) 例句: Child as he is, he knows a lot. (尽管他是个孩子，但他知道很多。) 解析: as引导的让步状语从句要用倒装语序。 2. 方式状语从句 · as (按照，如同) · as if/as though (好像，仿佛) · the way (以...方式) 例句: Do as I say. (按我说的做。) 例句: He talks as if he knew everything. (他说话的样子好像他什么都知道。) 3. 比较状语从句 · as...as (和...一样) · not as/so...as (不如...) · than (比) · the more...the more (越...越) 例句: He is as tall as his father. (他和他父亲一样高。) 例句: The more you practice, the better you will speak English. (你练习得越多，英语说得就越好。) 六、常见考点与易错点 1. 时态一致问题 在时间状语从句和条件状语从句中，要用一般现在时代替一般将来时： 错误: I will tell him when he will come. 正确: I will tell him when he comes. (他来的时候我会告诉他。) 2. because与so不能连用 在英语中，because和so不能同时使用，只能选用其中一个： 错误: Because he was ill, so he didn't go to school. 正确: Because he was ill, he didn't go to school. 正确: He was ill, so he didn't go to school. (因为他病了，所以没去上学。) 3. although与but不能连用 在英语中，although和but不能同时使用，只能选用其中一个： 错误: Although he is young, but he knows a lot. 正确: Although he is young, he knows a lot. 正确: He is young, but he knows a lot. (虽然他年轻，但他知道很多。) 4. 状语从句的省略 当状语从句的主语与主句主语一致，且从句谓语含有be动词时，可以省略从句的主语和be动词： 完整: When he was asked about his family, he became sad. 省略: When asked about his family, he became sad. (当被问及他的家庭时，他变得悲伤。) 1._____ it rains tomorrow, we will cancel the picnic. A. If B. Unless C. Although D. Because 【答案】A 【解析】考查条件状语从句。if 表示“如果”，引导条件状语从句。 2.He didn’t go to school _____ he was ill. A. if B. unless C. because D. although 【答案】C 【解析】考查原因状语从句。because 表示“因为”，引导原因状语从句。 3._____ he is young, he knows a lot about science. A. If B. Unless C. Because D. Although 【答案】D 【解析】考查让步状语从句。although 表示“虽然”，引导让步状语从句。 4.I will call you _____ I arrive in Beijing. A. because B. although C. when D. if 【答案】C 【解析】考查时间状语从句。when 表示“当……时候”，引导时间状语从句。 5.She worked hard _____ she could pass the exam. A. because B. so that C. although D. if 【答案】B 【解析】考查目的状语从句。so that 表示“以便”，引导目的状语从句。 6.You won’t succeed _____ you work hard. A. if B. unless C. because D. although 【答案】B 【解析】考查条件状语从句。unless 表示“除非”，相当于 if not，引导条件状语从句。 7._____ the weather was bad, we still went hiking. A. Because B. Although C. If D. So that 【答案】B 【解析】考查让步状语从句。although 表示“尽管”，引导让步状语从句，主句用 still 表示转折。 8.I’ll wait here _____ you come back. A. because B. until C. although D. if 【答案】B 【解析】考查时间状语从句。until 表示“直到……”，引导时间状语从句。 9.He spoke loudly _____ everyone could hear him. A. because B. so that C. if D. although 【答案】B 【解析】考查目的状语从句。so that 表示“以便”，引导目的状语从句。 10._____ you have finished your homework, you can go out to play. A. Because B. Although C. Since D. Unless 【答案】C 【解析】考查原因状语从句。since 表示“既然”，引导原因状语从句，语气比 because 稍弱。 知识点03 单元主题应用 核心考点 必背短语 对应例句（含句型） 1.投诉与回应常用表达（高频） make a complaint（投诉） express apology（表达歉意） under guarantee（在保修期内） exchange / refund（调换 / 退款） show the receipt（出示收据） 1. I’d like to make a complaint about the sports watch I bought last week.（我想投诉上周买的运动手表。） 2. We are sorry for any inconvenience caused. Would you please show me your receipt so that we can check whether it is still under guarantee?（对造成的不便表示歉意，请出示收据以便检查是否在保修期内。） 2.处理投诉的步骤与用语（高频） listen carefully（认真倾听） identify the problem（确认问题） provide solutions（提供解决方案） follow up（跟进处理） cause loss to…（给……造成损失） 1. When dealing with customer complaints, we should listen carefully and then identify the real problem.（处理投诉时，应先认真倾听，再确认问题。） 2. We’ll arrange a second delivery as quickly as possible and make sure you receive the right leaflets tomorrow.（我们会尽快安排二次配送，确保您明天收到正确的宣传单。） 3.撰写投诉回复邮件（书面表达） due to…（由于……） make sure（确保） promise to…（承诺……） reduce the price（降价） give a discount（给予折扣） 1. I’d like to express our sincere apology for the inconvenience due to our carelessness.（对于因我们疏忽造成的不便，我们深表歉意。） 2. To express our sincerity, we promise to give you a 5% discount on all future orders.（为表诚意，我们承诺未来所有订单给您5%的折扣。） 4.跨文化商务礼仪（文化理解） be on time（准时） small talk（寒暄） act in a reserved manner（举止含蓄） value appointments（重视预约） place a high value on trust（高度重视信任） 1. In China, being late is an offence in business culture. You are expected to be on time for meetings.（在中国，迟到是商务文化中的冒犯行为，开会应准时。） 2. In France, you should act in a reserved manner and avoid sharing personal information at business meetings.（在法国，商务会议中应举止含蓄，避免透露个人信息。） 一、补全对话 根据下面的对话，从A-G选项中选出5个最佳选项补全对话： A: Hello, Customer Service. How can I help you? B: Hi, I'd like to 1.__________ about a product I bought last week. A: I'm sorry to hear that. 2.__________ B: The camera I bought doesn't work properly. 3.__________ A: I understand how frustrating that must be. 4.__________ B: Yes, I have the receipt and the warranty card. A: Great. 5.__________ You can bring it to our store anytime this week. A. What seems to be the problem? B. Could you please bring it to our store? C. make a complaint D. We'll check it and offer a solution. E. It turns off by itself after a few minutes. F. Do you have the receipt and warranty card? G. Would you like to exchange it or get a refund? 【答案】1.C 2.A 3.E 4.F 5.D 【解析】 1.顾客要投诉产品，用“make a complaint”，故选C。 2.客服询问具体问题，用“What seems to be the problem?”，故选A。 3.顾客描述相机问题，用“It turns off by itself...”，故选E。 4.客服询问是否有收据和保修卡，用“Do you have...?”，故选F。 5.客服提出解决方案，用“We'll check it and offer a solution.”，故选D。 二、英汉互译 1.They need to finish their homework before they play computer games. 【答案】 他们需要在玩电脑游戏之前完成作业。 【解析】 考查时间状语从句。“before”引导时间状语从句，表示“在……之前”。 2.We should reduce using plastic bags. 【答案】 我们应该减少使用塑料袋。 【解析】 考查动名词作宾语。“reduce”后接动名词“using”。 3.We want to know whether the customers ________ (对……感到满意) our products. 【答案】 are satisfied with / are happy with 【解析】 “对……感到满意”对应“be satisfied with”或“be happy with”。主语“the customers”为复数，故填 are satisfied with / are happy with。 4.The company promised to ________ (处理) the complaint within 24 hours. 【答案】 deal with / handle 【解析】 “处理”对应“deal with”或“handle”，不定式 to 后接动词原形。 5.Please ________ (确保) that the goods are delivered on time. 【答案】 make sure 【解析】 “确保”对应“make sure”，后常接 that 从句。 原创精品资源学科网独家享有版权，侵权必究！1 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 学科网（北京）股份有限公司 $