4.1 Customer Service（Warming up; Listening and Speaking）-《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 （Warming up; Listening & Speaking）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（1） Warming up; Listening & Speaking 【课前预习】 一、核心词汇检测 1. 电池 —— 2. 投诉；抱怨 —— 3. 充电 —— 4. 收据 —— 5. 保修（期）；保证 —— 6. inconvenience —— 7. exchange —— 8. refund —— 9. apology —— 10. sports watch —— 【课堂检测】 一、词汇单选 1. I need to have my mobile phone’s ________ replaced because it can’t be charged properly. A. battery B. screen C. camera D. sheet 2. I’d like to make a ________ about the terrible service in this restaurant. A. complaint B. solution C. request D. promise 3. You should show your ________ to the salesperson to check if the product is under guarantee. A. leaflet B. receipt C. delivery D. delay 4. The mobile phone is still under ________, so we can exchange it for free. A. guarantee B. convenience C. patience D. sincerity 5. I want to ________ this sports watch because it always has a blank screen. A. refund B. deliver C. reduce D. mention 6. The staff expressed a sincere ________ for the inconvenience caused to the customer. A. apology B. solution C. arrangement D. request 7. We will ________ your product immediately and find out the problem. A. check B. charge C. exchange D. refund 8. The sports watch was bought two days ago, so it can be ________ for a new one. A. exchanged B. delivered C. delayed D. reduced 9. Please be ________, we will get your phone repaired in no time. A. patient B. sincere C. convenient D. careful 10. The ________ of the order caused a lot of inconvenience to the customer. A. delay B. delivery C. sheet D. leaflet 二、情景交际 从方框中选择合适的选项补全对话，其中有两项多余。 Salesperson: Good afternoon! What can I do for you, sir? Tim Brown: 11) ________ It always has a blank screen. Salesperson: 12) ________ Tim Brown: I bought it two days ago. Salesperson: I’m so sorry for the inconvenience caused. 13) ________ Tim Brown: OK. Here you are. Salesperson: We’ll get your sports watch checked immediately. Please wait a minute. (After a while) Salesperson: Thanks for your patience. 14) ________ Is that OK? Tim Brown: It’s OK. Thank you. Salesperson: 15) ________ Please check the watch and sign your name here. A. When did you buy this sports watch? B. I’d like to have this sports watch refunded/exchanged. C. Would you please show me your receipt? D. We’ve exchanged a new sports watch for you. E. It’s my pleasure. F. What’s wrong with your phone? 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 （Warming up; Listening & Speaking）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（1） Warming up; Listening & Speaking 【课前预习】 一、核心词汇检测 1. 电池 ——battery 2. 投诉；抱怨 —— complaint 3. 充电 —— charge 4. 收据 —— receipt 5. 保修（期）；保证 —— guarantee 6. inconvenience —— 不便；麻烦 7. exchange —— 调换 8. refund —— 退还；退款；偿还 9. apology —— 道歉 10. sports watch —— 运动手表 【课堂检测】 一、词汇单选 1. I need to have my mobile phone’s ________ replaced because it can’t be charged properly. A. battery B. screen C. camera D. sheet 【答案】A 【解析】句意：我需要更换手机电池，因为它无法正常充电。battery（电池）贴合听力中手机电池故障的话题，其余选项不符合语境。 2. I’d like to make a ________ about the terrible service in this restaurant. A. complaint B. solution C. request D. promise 【答案】A 【解析】固定搭配make a complaint，意为“投诉”，紧扣客户服务话题。 3. You should show your ________ to the salesperson to check if the product is under guarantee. A. leaflet B. receipt C. delivery D. delay 【答案】B 【解析】句意：你需要向店员出示收据，检查产品是否在保修期内。receipt（收据）是售后服务的核心凭证。 4. The mobile phone is still under ________, so we can exchange it for free. A. guarantee B. convenience C. patience D. sincerity 【答案】A 【解析】固定搭配under guarantee，意为“在保修期内”，贴合听力中售后处理的场景。 5. I want to ________ this sports watch because it always has a blank screen. A. refund B. deliver C. reduce D. mention 【答案】A 【解析】句意：我想退款这块运动手表，因为它总是黑屏。refund（退款）符合客户投诉后的诉求。 6. The staff expressed a sincere ________ for the inconvenience caused to the customer. A. apology B. solution C. arrangement D. request 【答案】A 【解析】固定搭配express an apology，意为“表达歉意”，贴合服务场景。 7. We will ________ your product immediately and find out the problem. A. check B. charge C. exchange D. refund 【答案】A 【解析】句意：我们会立即检查你的产品，找出问题所在。check（检查）是售后服务的第一步。 8. The sports watch was bought two days ago, so it can be ________ for a new one. A. exchanged B. delivered C. delayed D. reduced 【答案】A 【解析】句意：这块运动手表是两天前买的，所以可以调换一块新的。exchange（调换）符合售后处理规则。 9. Please be ________, we will get your phone repaired in no time. A. patient B. sincere C. convenient D. careful 【答案】A 【解析】固定搭配be patient，意为“耐心点”，是服务人员安抚客户的常用语。 10. The ________ of the order caused a lot of inconvenience to the customer. A. delay B. delivery C. sheet D. leaflet 【答案】A 【解析】句意：订单延迟给客户造成了很多不便。delay（延迟）贴合客户服务中常见的问题场景。 二、情景交际 从方框中选择合适的选项补全对话，其中有两项多余。 Salesperson: Good afternoon! What can I do for you, sir? Tim Brown: 11) ________ It always has a blank screen. Salesperson: 12) ________ Tim Brown: I bought it two days ago. Salesperson: I’m so sorry for the inconvenience caused. 13) ________ Tim Brown: OK. Here you are. Salesperson: We’ll get your sports watch checked immediately. Please wait a minute. (After a while) Salesperson: Thanks for your patience. 14) ________ Is that OK? Tim Brown: It’s OK. Thank you. Salesperson: 15) ________ Please check the watch and sign your name here. A. When did you buy this sports watch? B. I’d like to have this sports watch refunded/exchanged. C. Would you please show me your receipt? D. We’ve exchanged a new sports watch for you. E. It’s my pleasure. F. What’s wrong with your phone? 11. 【答案】B 【解析】前文店员询问需求，此处Tim说明要退换运动手表并说明问题，承接上下文。 12. 【答案】A 【解析】后文回答购买时间，此处店员询问购买时间，符合对话逻辑。 13. 【答案】C 【解析】后文Tim出示收据，此处店员要求查看收据以确认保修，贴合售后流程。 14. 【答案】D 【解析】前文检查后，店员告知处理结果——调换了新手表，符合听力原文场景。 15. 【答案】E 【解析】前文Tim表示感谢，此处店员回应“不客气”，是标准礼貌答语。 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 $