4.3 Customer Service (Reading and Writing 2)-《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（Reading & Writing 2）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（3） Reading & Writing 2 【课前预习】 一、词汇变形 1. customer (形容词，客户的) ——customer 2. complain (名词，投诉) —— complaint 3. polite (副词，礼貌地) ——politely 4. solve (名词，解决办法) ——solution 二、词组搭配 5. 提供服务 (译英) —— provide service 6. 投诉热线 (译英) ——complaint hotline 7. 保修期内 (译英) ——within the warranty period 8. 赢得信任 (译英) ——win trust 【课堂检测】 一、单选 1. The staff need to have a good ________ of customer service skills. A. know B. knowledge C. known D. knowing 【答案】B 【解析】句意：工作人员需要掌握扎实的客户服务技能。have a good knowledge of 是固定搭配，意为“精通、掌握”，knowledge为名词，符合语法结构。 2. You should call the ________ if you have any problems with the product. A. complaint hotline B. food shop C. bus station D. book store 【答案】A 【解析】句意：如果产品有任何问题，你应该拨打投诉热线。complaint hotline（投诉热线）紧扣客户服务话题，贴合售后场景。 3. The company will try its best to ________ your needs as soon as possible. A. meet B. met C. meeting D. meets 【答案】A 【解析】句意：公司会尽全力尽快满足你的需求。try one's best to do sth. 为固定用法，to后接动词原形meet。 4. He spoke ________ to the angry customer to calm him down. A. polite B. politely C. impolite D. impolitely 【答案】B 【解析】句意：他礼貌地和生气的顾客沟通，让他冷静下来。副词politely修饰动词spoke，符合客户服务职业规范。 5. The product is still ________, so we can repair it for free. A. within the warranty period B. out of date C. broken D. new 【答案】A 【解析】句意：产品仍在保修期内，所以我们可以免费维修。within the warranty period（保修期内）是阅读核心短语，贴合售后场景。 6. Good service helps a company ________ more customers' trust. A. win B. lose C. give D. take 【答案】A 【解析】句意：优质服务帮助公司赢得更多顾客的信任。win trust（赢得信任）是课前词组搭配，契合文意。 7. We are ready to ________ better service for every customer. A. provide B. catch C. find D. look 【答案】A 【解析】句意：我们准备为每一位顾客提供更优质的服务。provide service（提供服务）为固定搭配，贴合话题核心。 8. The ________ of the problem took the worker about two hours. A. solve B. solution C. solving D. solved 【答案】B 【解析】句意：工作人员花了大约两个小时解决这个问题。定冠词the后接名词solution，意为“解决办法”。 9. ________ service is the key to a successful business. A. Bad B. Poor C. Excellent D. Rude 【答案】C 【解析】句意：优质的服务是企业成功的关键。excellent（优质的、极好的）符合客户服务话题的正向语境。 10. The manager made an apology for the ________ caused to the customer. A. convenient B. inconvenience C. convenienty D. inconveniences 【答案】B 【解析】句意：经理为给顾客造成的不便致歉。inconvenience（不便）为不可数名词，贴合售后投诉场景。 二、阅读理解 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 more than just solving problems for customers. It is about making people feel valued and respected during every part of the shopping experience. When customers come with questions or complaints, workers should listen carefully first. They should not interrupt the customer and should show understanding. Then, they need to find a proper solution quickly and communicate with the customer politely. Many companies have complaint hotlines to help customers solve problems in time. Products that are within the warranty period can get free repair or exchange. This kind of service not only solves problems but also helps companies win customers' trust. To offer great customer service, workers need to be patient, friendly and professional. Putting customers' needs first is the most important rule in the service industry. 11. What is the first thing workers should do when customers complain? A. Interrupt the customer. B. Listen carefully. C. Give the solution at once. D. Argue with the customer. 【答案】B 【解析】细节理解题，根据第二段“When customers come with questions or complaints, workers should listen carefully first.”可知答案。 12. What does the underlined phrase “complaint hotlines” mean in Chinese? A. 咨询电话 B. 投诉热线 C. 售后网点 D. 服务前台 【答案】B 【解析】词义猜测题，结合客户服务语境，complaint意为“投诉”，hotline意为“热线”，故该短语意为投诉热线。 13. What can customers get if their products are within the warranty period? A. Free repair or exchange. B. Only a new product. C. No service at all. D. Some money back. 【答案】A 【解析】细节理解题，根据第三段“Products that are within the warranty period can get free repair or exchange.”可知答案。 14. Which is NOT a quality of good customer service workers? A. Patient. B. Friendly. C. Rude. D. Professional. 【答案】C 【解析】细节理解题，根据最后一段“workers need to be patient, friendly and professional”可知，粗鲁（rude）不是优质服务人员的素养。 15. What is the most important rule in the service industry? A. Making money quickly. B. Putting customers' needs first. C. Finishing work early. D. Selling more products. 【答案】B 【解析】细节理解题，根据最后一句“Putting customers' needs first is the most important rule in the service industry.”可知答案。 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（Reading & Writing 2）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（3） Reading & Writing 2 【课前预习】 一、词汇变形 1. customer (形容词，客户的) —— 2. complain (名词，投诉) —— 3. polite (副词，礼貌地) —— 4. solve (名词，解决办法) —— 二、词组搭配 5. 提供服务 (译英) —— 6. 投诉热线 (译英) —— 7. 保修期内 (译英) —— 8. 赢得信任 (译英) —— 【课堂检测】 一、单选 1. The staff need to have a good ________ of customer service skills. A. know B. knowledge C. known D. knowing 2. You should call the ________ if you have any problems with the product. A. complaint hotline B. food shop C. bus station D. book store 3. The company will try its best to ________ your needs as soon as possible. A. meet B. met C. meeting D. meets 4. He spoke ________ to the angry customer to calm him down. A. polite B. politely C. impolite D. impolitely 5. The product is still ________, so we can repair it for free. A. within the warranty period B. out of date C. broken D. new 6. Good service helps a company ________ more customers' trust. A. win B. lose C. give D. take 7. We are ready to ________ better service for every customer. A. provide B. catch C. find D. look 8. The ________ of the problem took the worker about two hours. A. solve B. solution C. solving D. solved 9. ________ service is the key to a successful business. A. Bad B. Poor C. Excellent D. Rude 10. The manager made an apology for the ________ caused to the customer. A. convenient B. inconvenience C. convenienty D. inconveniences 二、阅读理解 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 more than just solving problems for customers. It is about making people feel valued and respected during every part of the shopping experience. When customers come with questions or complaints, workers should listen carefully first. They should not interrupt the customer and should show understanding. Then, they need to find a proper solution quickly and communicate with the customer politely. Many companies have complaint hotlines to help customers solve problems in time. Products that are within the warranty period can get free repair or exchange. This kind of service not only solves problems but also helps companies win customers' trust. To offer great customer service, workers need to be patient, friendly and professional. Putting customers' needs first is the most important rule in the service industry. 11. What is the first thing workers should do when customers complain? A. Interrupt the customer. B. Listen carefully. C. Give the solution at once. D. Argue with the customer. 12. What does the underlined phrase “complaint hotlines” mean in Chinese? A. 咨询电话 B. 投诉热线 C. 售后网点 D. 服务前台 13. What can customers get if their products are within the warranty period? A. Free repair or exchange. B. Only a new product. C. No service at all. D. Some money back. 14. Which is NOT a quality of good customer service workers? A. Patient. B. Friendly. C. Rude. D. Professional. 15. What is the most important rule in the service industry? A. Making money quickly. B. Putting customers' needs first. C. Finishing work early. D. Selling more products. 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 $