4.4 Customer Service (Language Practice)-《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（Language Practice）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（4） Language Practice 【课前预习】 一、语法自测 1. 拨打热线 —— call the hotline 2. 提出请求 ——make a request 3. 更换商品 —— change the goods 4. 处理麻烦 —— deal with trouble 5. 表达歉意 —— express an apology 6. 客户满意度 —— customer satisfaction 7. 及时回复 —— reply in time 【课堂检测】 一、单选 1. If you have any problems, you can ________ the customer service hotline for help. A. call B. give C. take D. bring 【答案】A 【解析】句意：如果你有任何问题，可以拨打客户服务热线求助。call the hotline（拨打热线）是课前核心短语，贴合语法语境。 2. The customer wants to ________ for the broken bag he bought yesterday. A. make a request B. make a plan C. make a decision D. make a joke 【答案】A 【解析】句意：这位顾客想为昨天买的破损包包提出诉求。make a request（提出请求）契合客户售后沟通场景，符合语法搭配。 3. The shop agreed to ________ the faulty clothes for a new one. A. change B. buy C. sell D. keep 【答案】A 【解析】句意：商店同意把有问题的衣服换成新的。change the goods（更换商品）贴合售后处理语法考点，动词用法正确。 4. The worker is patient enough to ________ all kinds of customer trouble. A. deal with B. come up with C. catch up with D. keep up with 【答案】A 【解析】句意：这位工作人员足够耐心，能处理各类顾客的麻烦。deal with trouble（处理麻烦）为固定搭配，是本单元语法核心短语。 5. The manager decided to ________ to the customer for the late service. A. express an apology B. express thanks C. show anger D. show sadness 【答案】A 【解析】句意：经理决定为延迟的服务向顾客表达歉意。express an apology（表达歉意）贴合客户服务礼貌用语语法考点。 6. Our company always tries to improve ________ to attract more customers. A. customer satisfaction B. time pressure C. work speed D. study skill 【答案】A 【解析】句意：我们公司一直努力提升客户满意度来吸引更多顾客。customer satisfaction（客户满意度）紧扣单元话题，语法搭配合理。 7. You should ________ to the customer’s email as soon as possible. A. reply B. ask C. tell D. speak 【答案】A 【解析】句意：你应该尽快回复顾客的邮件。reply to（回复）为固定语法搭配，reply in time（及时回复）贴合课前短语考点。 8. It’s important ________ polite when you talk with angry customers. A. to be B. be C. being D. been 【答案】A 【解析】句意：和生气的顾客沟通时，保持礼貌很重要。It’s + 形容词 + to do sth. 是本单元核心语法结构，不定式作真正主语。 9. The customer refused ________ the product until the problem is solved. A. to accept B. accept C. accepting D. accepted 【答案】A 【解析】句意：顾客拒绝接受产品，直到问题解决。refuse to do sth.（拒绝做某事）是本单元重点语法，不定式作宾语。 10. We promise ________ the best service for every customer in our store. A. to provide B. provide C. providing D. provided 【答案】A 【解析】句意：我们承诺为店里的每一位顾客提供最优质的服务。promise to do sth.（承诺做某事）为单元语法考点，搭配通顺。 二、完形填空 阅读下面短文，从每题所给的A、B、C、D四个选项中选出最佳选项。 Good customer service is very important for a shop. When customers have problems, they hope to get help quickly. Last week, Mrs. Green bought a dress in a clothes shop. But she found there was a small hole on it. She was not __11__ and went back to the shop to __12__ with the shop assistant. The assistant was very polite. She __13__ to Mrs. Green at first. Then she decided to __14__ the dress for a new one. She promised to __15__ in time and let Mrs. Green take the new dress the next day. Mrs. Green was happy with the __16__. The assistant knew it was important to __17__ customer trouble patiently. She also knew good service can improve __18__ and make customers come again. In customer service, we should learn to __19__ politely and solve problems quickly. It is the key to __20__ good relationships with customers. 11. A. happy B. angry C. sad D. worried 【答案】A 【解析】句意：她发现裙子上有个小洞，很不开心。not happy（不开心）贴合顾客发现商品问题的情绪，符合语境。 12. A. talk B. run C. jump D. sleep 【答案】A 【解析】句意：她回到店里和店员沟通。talk with（和……沟通）贴合售后沟通场景，语法搭配正确。 13. A. apologized B. laughed C. cried D. shouted 【答案】A 【解析】句意：店员先是向格林夫人道歉。apologize（道歉）对应express an apology短语，贴合客户服务场景。 14. A. change B. wash C. clean D. wear 【答案】A 【解析】句意：然后她决定给格林夫人换一条新裙子。change（更换）对应课前短语change the goods，符合售后处理逻辑。 15. A. reply B. leave C. stay D. go 【答案】A 【解析】句意：她承诺及时回复，让格林夫人第二天来取新裙子。reply in time（及时回复）贴合课前短语考点。 16. A. service B. food C. drink D. book 【答案】A 【解析】句意：格林夫人对这次服务很满意。service（服务）紧扣单元话题，符合上下文逻辑。 17. A. deal with B. look for C. find out D. pick up 【答案】A 【解析】句意：店员知道耐心处理顾客麻烦很重要。deal with trouble（处理麻烦）是课前核心短语，语法搭配正确。 18. A. customer satisfaction B. room size C. street number D. class grade 【答案】A 【解析】句意：她知道优质服务能提升客户满意度。customer satisfaction（客户满意度）紧扣课前短语与单元话题。 19. A. communicate B. dance C. sing D. run 【答案】A 【解析】句意：在客户服务中，我们应该学会礼貌沟通。communicate politely（礼貌沟通）贴合服务场景，语法通顺。 20. A. build B. break C. close D. open 【答案】A 【解析】句意：这是和顾客建立良好关系的关键。build good relationships（建立良好关系）贴合文章主旨，搭配合理。 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（Language Practice）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（4） Language Practice 【课前预习】 一、语法自测 1. 拨打热线 —— 2. 提出请求 —— 3. 更换商品 —— 4. 处理麻烦 —— 5. 表达歉意 —— 6. 客户满意度 —— 7. 及时回复 —— 【课堂检测】 一、单选 1. If you have any problems, you can ________ the customer service hotline for help. A. call B. give C. take D. bring 2. The customer wants to ________ for the broken bag he bought yesterday. A. make a request B. make a plan C. make a decision D. make a joke 3. The shop agreed to ________ the faulty clothes for a new one. A. change B. buy C. sell D. keep 4. The worker is patient enough to ________ all kinds of customer trouble. A. deal with B. come up with C. catch up with D. keep up with 5. The manager decided to ________ to the customer for the late service. A. express an apology B. express thanks C. show anger D. show sadness 6. Our company always tries to improve ________ to attract more customers. A. customer satisfaction B. time pressure C. work speed D. study skill 7. You should ________ to the customer’s email as soon as possible. A. reply B. ask C. tell D. speak 8. It’s important ________ polite when you talk with angry customers. A. to be B. be C. being D. been 9. The customer refused ________ the product until the problem is solved. A. to accept B. accept C. accepting D. accepted 10. We promise ________ the best service for every customer in our store. A. to provide B. provide C. providing D. provided 二、完形填空 阅读下面短文，从每题所给的A、B、C、D四个选项中选出最佳选项。 Good customer service is very important for a shop. When customers have problems, they hope to get help quickly. Last week, Mrs. Green bought a dress in a clothes shop. But she found there was a small hole on it. She was not __11__ and went back to the shop to __12__ with the shop assistant. The assistant was very polite. She __13__ to Mrs. Green at first. Then she decided to __14__ the dress for a new one. She promised to __15__ in time and let Mrs. Green take the new dress the next day. Mrs. Green was happy with the __16__. The assistant knew it was important to __17__ customer trouble patiently. She also knew good service can improve __18__ and make customers come again. In customer service, we should learn to __19__ politely and solve problems quickly. It is the key to __20__ good relationships with customers. 11. A. happy B. angry C. sad D. worried 12. A. talk B. run C. jump D. sleep 13. A. apologized B. laughed C. cried D. shouted 14. A. change B. wash C. clean D. wear 15. A. reply B. leave C. stay D. go 16. A. service B. food C. drink D. book 17. A. deal with B. look for C. find out D. pick up 18. A. customer satisfaction B. room size C. street number D. class grade 19. A. communicate B. dance C. sing D. run 20. A. build B. break C. close D. open 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 $