4.2 Customer Service (Reading and Writing 1)-《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 1）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（2） Reading & Writing 1 【课前预习】 一、核心短语检测 1. 客户服务 —— 2. 处理投诉 —— 3. 售后服务 —— 4. 修理产品 —— 5. 满足顾客需求 —— 6. 优质服务 —— 7. 礼貌回应 —— 8. 解决问题 —— 【课堂检测】 一、单选 1. Good ________ is the key to keeping old customers and attracting new ones. A. customer service B. school rule C. daily life D. free time 2. The manager taught us how to ________ customers' complaints patiently. A. deal with B. look up C. put on D. take off 3. Most stores promise to ________ faulty products within the warranty period. A. repair B. waste C. lose D. borrow 4. Our team always tries hard to ________ different customers' needs. A. meet B. make C. do D. play 5. As a shop assistant, you should ________ to every customer's question politely. A. reply B. ask C. cry D. shout 6. ________ includes repair, exchange and refund after customers buy products. A. After-sales service B. Shopping list C. Food menu D. Party plan 7. The company is famous for its ________ and wins many customers' trust. A. high-quality service B. bad luck C. cheap clothes D. old books 8. We must act quickly to ________ any problem that makes customers unhappy. A. solve B. find C. watch D. see 9. When facing angry customers, we should keep ________ and listen carefully. A. calm B. angry C. sad D. nervous 10. Good service can help a store ________ more customers and improve sales. A. attract B. refuse C. avoid D. forget 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。 Customer service is very important for all businesses. Good service can make customers feel happy and satisfied, while bad service may drive customers away. When customers have problems with the products they buy, they often make complaints. Workers should deal with these complaints in a polite and patient way. They need to listen carefully, find out the real trouble and try their best to solve it for customers. After-sales service is a big part of customer service. Many shops offer free repair or exchange for products that are under guarantee. This kind of service makes customers feel trusted and willing to buy products from the same store again. To offer good customer service, workers should be friendly, patient and ready to help. They should always put customers' needs first and do everything to make them feel valued. 11. What does the passage mainly talk about? A. The importance and ways of good customer service. B. How to choose cheap products. C. Different kinds of stores. D. Ways to make products. 12. What may happen if a store has bad customer service? A. It will lose customers. B. It will get more money. C. More people will come to shop. D. Workers will be happier. 13. What should workers do when customers make complaints? A. Be polite and solve problems quickly. B. Argue with customers. C. Ignore their words. D. Ask them to leave. 14. Which of the following is TRUE about after-sales service? A. It is not necessary for stores. B. It includes repair and exchange. C. Stores never offer free service. D. It is only for new customers. 15. What should workers put first when offering customer service? A. Customers' needs. B. Their own feelings. C. Making money. D. Finishing work quickly. 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 1）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（2） Reading & Writing 1 【课前预习】 一、核心短语检测 1. 客户服务 —— customer service 2. 处理投诉 —— deal with complaints 3. 售后服务 —— after-sales service 4. 修理产品 —— repair the product 5. 满足顾客需求 ——meet customers' needs 6. 优质服务 —— high-quality service 7. 礼貌回应 ——reply politely 8. 解决问题 —— solve the problem 【课堂检测】 一、单选 1. Good ________ is the key to keeping old customers and attracting new ones. A. customer service B. school rule C. daily life D. free time 【答案】A 【解析】句意：优质的客户服务是留住老顾客、吸引新顾客的关键。customer service（客户服务）紧扣阅读核心话题，其余选项与话题无关。 2. The manager taught us how to ________ customers' complaints patiently. A. deal with B. look up C. put on D. take off 【答案】A 【解析】句意：经理教我们如何耐心处理顾客投诉。deal with complaints（处理投诉）是课前核心短语，符合售后场景语境。 3. Most stores promise to ________ faulty products within the warranty period. A. repair B. waste C. lose D. borrow 【答案】A 【解析】句意：大多数商店承诺在保修期内维修有故障的产品。repair（修理）贴合阅读中售后维修的核心内容，搭配合理。 4. Our team always tries hard to ________ different customers' needs. A. meet B. make C. do D. play 【答案】A 【解析】句意：我们团队始终尽力满足不同顾客的需求。meet one's needs（满足某人需求）为固定搭配，是阅读高频考点。 5. As a shop assistant, you should ________ to every customer's question politely. A. reply B. ask C. cry D. shout 【答案】A 【解析】句意：作为店员，你应该礼貌回应每一位顾客的问题。reply to（回应、回复）为固定搭配，符合客户服务职业规范。 6. ________ includes repair, exchange and refund after customers buy products. A. After-sales service B. Shopping list C. Food menu D. Party plan 【答案】A 【解析】句意：售后服务包括顾客购买产品后的维修、调换和退款。after-sales service（售后服务）贴合阅读板块核心话题。 7. The company is famous for its ________ and wins many customers' trust. A. high-quality service B. bad luck C. cheap clothes D. old books 【答案】A 【解析】句意：这家公司以优质服务闻名，赢得了众多顾客的信任。high-quality service（优质服务）为课前核心短语，契合文意。 8. We must act quickly to ________ any problem that makes customers unhappy. A. solve B. find C. watch D. see 【答案】A 【解析】句意：我们必须迅速行动，解决任何让顾客不满的问题。solve the problem（解决问题）是阅读核心搭配，贴合售后处理逻辑。 9. When facing angry customers, we should keep ________ and listen carefully. A. calm B. angry C. sad D. nervous 【答案】A 【解析】句意：面对生气的顾客时，我们应该保持冷静并认真倾听。calm（冷静的）符合客户服务的职业素养要求。 10. Good service can help a store ________ more customers and improve sales. A. attract B. refuse C. avoid D. forget 【答案】A 【解析】句意：优质服务能帮助店铺吸引更多顾客，提升销量。attract（吸引）贴合阅读中服务与经营的关系，语境通顺。 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。 Customer service is very important for all businesses. Good service can make customers feel happy and satisfied, while bad service may drive customers away. When customers have problems with the products they buy, they often make complaints. Workers should deal with these complaints in a polite and patient way. They need to listen carefully, find out the real trouble and try their best to solve it for customers. After-sales service is a big part of customer service. Many shops offer free repair or exchange for products that are under guarantee. This kind of service makes customers feel trusted and willing to buy products from the same store again. To offer good customer service, workers should be friendly, patient and ready to help. They should always put customers' needs first and do everything to make them feel valued. 11. What does the passage mainly talk about? A. The importance and ways of good customer service. B. How to choose cheap products. C. Different kinds of stores. D. Ways to make products. 【答案】A 【解析】主旨大意题，全文围绕优质客户服务的重要性以及做好服务的方法展开，A选项精准概括文章核心。 12. What may happen if a store has bad customer service? A. It will lose customers. B. It will get more money. C. More people will come to shop. D. Workers will be happier. 【答案】A 【解析】细节理解题，根据第一段“bad service may drive customers away”可知，劣质服务会流失顾客。 13. What should workers do when customers make complaints? A. Be polite and solve problems quickly. B. Argue with customers. C. Ignore their words. D. Ask them to leave. 【答案】A 【解析】细节理解题，根据第二段“deal with these complaints in a polite and patient way...try their best to solve it”可知答案。 14. Which of the following is TRUE about after-sales service? A. It is not necessary for stores. B. It includes repair and exchange. C. Stores never offer free service. D. It is only for new customers. 【答案】B 【解析】细节理解题，根据第三段“After-sales service...offer free repair or exchange”可知，售后服务包含维修和调换。 15. What should workers put first when offering customer service? A. Customers' needs. B. Their own feelings. C. Making money. D. Finishing work quickly. 【答案】A 【解析】细节理解题，根据最后一段“They should always put customers' needs first”可知，工作人员应把顾客需求放在首位。 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 $