4.5 Customer Service (Culture Understanding)-《英语 基础模块3》（高教版第三版）《一课一练》（原卷版+解析版）

编写说明：基于中职学生英语知识不牢固、学习内驱力不够的学情特点，为了更好地提高学生的学习效率，辅助教师们抓好课前、课中、课后三个教学环节，本专辑深度解读最新的《中等职业学校英语课程标准》，匠心打造了契合江西职教高考命题特色的【江西专用】《英语 基础模块3》(高教版第三版)《一课一练》专辑，专辑共40练。 本卷为《英语 基础模块3》（高教版第三版）Unit 4 Customer Service（Culture Understanding）的课前预习和课堂检测。 《英语 基础模块3》（高教版第三版） Unit4 Customer Service 一课一练（5） Culture Understanding 【课前预习】 一、知识自测 1. 服务礼仪 ——service etiquette 2. 文化差异 ——cultural differences 3. 职业素养 —— professional quality 4. 主动服务 ——active service 5. 顾客至上 ——customer first 6. 礼貌用语 ——polite expressions 7. 跨文化沟通 —— cross-cultural communication 【课堂检测】 一、单选 1. Good ________ is very important in both Chinese and Western customer service. A. service etiquette B. school rule C. daily plan D. sports game 【答案】A 【解析】句意：良好的服务礼仪在中西方客户服务中都至关重要。service etiquette（服务礼仪）紧扣文化理解话题，贴合课前核心短语。 2. We should learn about ________ to communicate better with foreign customers. A. cultural differences B. weather reports C. story books D. movie stars 【答案】A 【解析】句意：我们应该了解文化差异，以便更好地与外国顾客沟通。cultural differences（文化差异）是本单元文化理解核心考点，语境通顺。 3. Workers in the service industry need to have good ________ to serve customers well. A. professional quality B. bad habits C. free time D. new clothes 【答案】A 【解析】句意：服务行业的工作人员需要具备良好的职业素养，才能服务好顾客。professional quality（职业素养）贴合服务文化话题，搭配合理。 4. In Chinese customer service, ________ is highly valued to make customers warm. A. active service B. lazy work C. slow speed D. quiet environment 【答案】A 【解析】句意：在中国客户服务中，主动服务备受重视，能让顾客感到暖心。active service（主动服务）契合中西方服务文化差异考点。 5. The idea of ________ means putting customers’ needs in the most important place. A. customer first B. money first C. work first D. time first 【答案】A 【解析】句意：“顾客至上”的理念意味着把顾客需求放在首位。customer first（顾客至上）是服务文化核心准则，符合文意。 6. Using proper ________ can make customers feel respected and friendly. A. polite expressions B. loud words C. quick talks D. short sentences 【答案】A 【解析】句意：使用恰当的礼貌用语能让顾客感受到尊重与友善。polite expressions（礼貌用语）贴合服务礼仪话题，语法搭配正确。 7. ________ skills help us communicate with customers from different countries. A. cross-cultural communication B. writing C. reading D. singing 【答案】A 【解析】句意：跨文化沟通技巧帮助我们与不同国家的顾客交流。cross-cultural communication（跨文化沟通）紧扣文化理解主题。 8. It’s necessary ________ about local service habits when working abroad. A. to know B. know C. knowing D. knew 【答案】A 【解析】句意：在国外工作时，了解当地服务习惯很有必要。It’s + 形容词 + to do sth. 为固定句型，不定式作真正主语，符合语法规则。 9. We should try ________ different service cultures in our work. A. to understand B. understand C. understanding D. understood 【答案】A 【解析】句意：我们应该在工作中努力理解不同的服务文化。try to do sth.（努力做某事）为固定搭配，贴合单元语法考点。 10. Good service culture can make a company ________ more and more customers. A. attract B. refuse C. avoid D. lose 【答案】A 【解析】句意：良好的服务文化能让公司吸引越来越多的顾客。attract（吸引）贴合服务文化与企业发展的逻辑，语境通顺。 二、短文填空 阅读下面短文，在空白处填入适当的单词，使短文完整通顺。difference, polite, profession, serve, customer, culture, active, important, communicate, idea Customer service culture is __11__ all over the world. But there are some __12__ between Chinese and Western service styles. In China, __13__ service is very popular. Workers always try to be __14__ and friendly to make __15__ feel at home. The __16__ of “customer first” is deeply rooted in Chinese service __17__. Western service pays more attention to privacy and respect. Workers need to have good __18__ qualities and learn to __19__ with customers properly. Understanding these differences helps us __20__ customers better and improve our service level. 11. 【答案】important 【解析】句意：客户服务文化在全世界都很重要。此处用形容词important作表语，贴合文章主旨。 12. 【答案】differences 【解析】句意：但中西方服务模式存在一些差异。some后接可数名词复数，difference的复数形式为differences，对应课前短语cultural differences。 13. 【答案】active 【解析】句意：在中国，主动服务十分盛行。用形容词active修饰名词service，active service（主动服务）为课前核心短语。 14. 【答案】polite 【解析】句意：工作人员总是努力保持礼貌友善。be动词后接形容词polite，贴合服务礼仪考点。 15. 【答案】customers 【解析】句意：让顾客感到宾至如归。此处表泛指，用customer的复数形式customers，紧扣话题核心。 16. 【答案】idea 【解析】句意：“顾客至上”的理念深深扎根于中国服务文化中。the idea of...（……的理念），搭配合理。 17. 【答案】culture 【解析】句意：贴合单元文化理解主题，service culture（服务文化）为固定搭配。 18. 【答案】professional 【解析】句意：工作人员需要具备良好的职业素养。用形容词professional修饰名词qualities，professional quality（职业素养）对应课前短语。 19. 【答案】communicate 【解析】句意：学会恰当地与顾客沟通。learn to do sth.后接动词原形communicate，贴合跨文化沟通考点。 20. 【答案】serve 【解析】句意：理解这些差异有助于我们更好地服务顾客。help sb. do sth.后接动词原形serve，符合语法规则。 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 $ 编写说明：基于中职学生英语知识不牢固、学习内驱力不够的学情特点，为了更好地提高学生的学习效率，辅助教师们抓好课前、课中、课后三个教学环节，本专辑深度解读最新的《中等职业学校英语课程标准》，匠心打造了契合江西职教高考命题特色的【江西专用】《英语 基础模块3》(高教版第三版)《一课一练》专辑，专辑共40练。 本卷为《英语 基础模块3》（高教版第三版）Unit 4 Customer Service（Culture Understanding）的课前预习和课堂检测。 《英语 基础模块3》（高教版第三版） Unit4 Customer Service 一课一练（5） Culture Understanding 【课前预习】 一、知识自测 1. 服务礼仪 —— 2. 文化差异 —— 3. 职业素养 —— 4. 主动服务 —— 5. 顾客至上 —— 6. 礼貌用语 —— 7. 跨文化沟通 —— 【课堂检测】 一、单选 1. Good ________ is very important in both Chinese and Western customer service. A. service etiquette B. school rule C. daily plan D. sports game 2. We should learn about ________ to communicate better with foreign customers. A. cultural differences B. weather reports C. story books D. movie stars 3. Workers in the service industry need to have good ________ to serve customers well. A. professional quality B. bad habits C. free time D. new clothes 4. In Chinese customer service, ________ is highly valued to make customers warm. A. active service B. lazy work C. slow speed D. quiet environment 5. The idea of ________ means putting customers’ needs in the most important place. A. customer first B. money first C. work first D. time first 6. Using proper ________ can make customers feel respected and friendly. A. polite expressions B. loud words C. quick talks D. short sentences 7. ________ skills help us communicate with customers from different countries. A. cross-cultural communication B. writing C. reading D. singing 8. It’s necessary ________ about local service habits when working abroad. A. to know B. know C. knowing D. knew 9. We should try ________ different service cultures in our work. A. to understand B. understand C. understanding D. understood 10. Good service culture can make a company ________ more and more customers. A. attract B. refuse C. avoid D. lose 二、短文填空 阅读下面短文，在空白处填入适当的单词，使短文完整通顺。difference, polite, profession, serve, customer, culture, active, important, communicate, idea Customer service culture is __11__ all over the world. But there are some __12__ between Chinese and Western service styles. In China, __13__ service is very popular. Workers always try to be __14__ and friendly to make __15__ feel at home. The __16__ of “customer first” is deeply rooted in Chinese service __17__. Western service pays more attention to privacy and respect. Workers need to have good __18__ qualities and learn to __19__ with customers properly. Understanding these differences helps us __20__ customers better and improve our service level. 11. ___________ 12. __________ 13. ___________ 14. __________ 15.____________ 16. ___________ 17. __________ 18. __________ 19. __________ 20. ____________ 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 $