Unit 4 Customer Service（B卷·能力提升）《英语 基础模块3》（高教版第三版）单元过关卷（原卷版+解析版）

编写说明：本套试卷紧扣《英语 基础模块3》（高教版第三版）教材，以教材单元为基准精准覆盖核心考点。 每个单元设置AB卷，A卷为基础巩固卷，侧重基础考点训练，帮助学生扎实掌握知识要点；B卷为能力提升卷，注重知识整合与全面检测，引导学生构建知识网络。全书设计4份综合测试卷，模拟实战情境，聚焦解题能力突破，全面提升应试能力与知识应用水平。 《英语 基础模块3》（高教版第三版）《单元过关卷》 Unit4 Customer Service B卷·能力提升 考试时间：45分钟 满分：100分 班级 姓名 学号 成绩 一、单项选择题（共10小题，每小题4分，共40分） 1. The manager suggested ________ a meeting to discuss how to improve customer service. A. holding B. hold C. to hold D. held 【答案】A 【详解】句意：经理建议召开一场会议讨论如何提升客户服务。suggest doing sth.为固定搭配，意为“建议做某事”，考查非谓语动词高阶用法，贴合单元语法拓展考点。 2. This kind of washing machine is ________, so you can get a new one for free. A. under guarantee B. in need C. on time D. by chance 【答案】A 【详解】句意：这款洗衣机仍在保修期内，所以您可以免费更换一台新的。under guarantee（在保修期内）是售后核心短语，侧重短语语境辨析，区别于基础卷直白考查。 3. The customer was very ________ with the slow service and decided to leave a bad review. A. dissatisfied B. satisfied C. pleasant D. surprised 【答案】A 【详解】句意：顾客对拖沓的服务很不满，决定留下差评。be dissatisfied with（对……不满）贴合投诉场景，考查词汇变形与语境适配，侧重知识整合。 4. We should try to avoid ________ mistakes when dealing with customer complaints. A. making B. to make C. make D. made 【答案】A 【详解】句意：处理客户投诉时，我们应尽量避免犯错。avoid doing sth.为固定用法，意为“避免做某事”，衔接基础语法并提升难度，符合能力卷定位。 5. —Could you tell me ________ the complaint hotline is? —It’s 400-123-4567. A. what B. how C. where D. when 【答案】A 【详解】句意：—你能告诉我投诉热线是多少吗？—是400-123-4567。宾语从句引导词辨析，询问号码用what，侧重语法结构应用。 6. The company will offer a 30% discount as a ________ for the trouble we caused. A. compensation B. gift C. prize D. reward 【答案】A 【详解】句意：公司将提供七折优惠作为给您造成麻烦的补偿。compensation（补偿）贴合售后致歉场景，考查高阶词汇，区别于基础卷简单词汇。 7. It’s necessary for the staff ________ good communication skills to serve customers well. A. to have B. have C. having D. had 【答案】A 【详解】句意：工作人员具备良好的沟通技巧才能服务好顾客，这是很有必要的。It’s + 形容词 + for sb. to do sth.固定句型，侧重句型结构深度理解。 8. The new policy aims ________ customer satisfaction and improve service quality. A. to raise B. raising C. raise D. raised 【答案】A 【详解】句意：新政策旨在提升客户满意度、提高服务质量。aim to do sth.（旨在做某事）为固定搭配，衔接短语与语法，注重知识联动。 9. —Do you know ________ the repair will be finished? —In about two hours. A. how soon B. how long C. how far D. how often 【答案】A 【详解】句意：—你知道维修多久能完成吗？—大约两小时后。how soon询问“多久之后”，答语为in+时间段，考查疑问词组辨析，提升逻辑判断能力。 10. All the staff are trained to deal with different kinds of customer ________ properly. A. requests B. orders C. commands D. words 【答案】A 【详解】句意：所有工作人员都接受过培训，能妥善处理各类客户诉求。customer requests（客户诉求）贴合服务场景，考查近义词辨析，注重知识整合。 二、完形填空（共10小题，每小题3分，共30分） 阅读下面短文，掌握其大意，然后从每题所给的A、B、C、D四个选项中选出最佳选项。 When Mrs. Smith bought a dress online, she was very happy. But when she got it, she found there was a big stain(污渍) on it. She was very __11__ and decided to contact the customer service at once. She called the service __12__ and told the worker her __13__ clearly. The worker was very polite and __14__ her at first. He said they would __15__ the problem as soon as possible. He asked Mrs. Smith to send some photos of the stained dress and her __16__. Then he said they could __17__ the dress for a new one or give her a full refund. Mrs. Smith chose to get a new dress. Two days later, the new dress __18__ to her home. It was in perfect condition. Mrs. Smith was very __19__ with the service. This experience showed that good customer service can turn __20__ into satisfaction. 11. A. upset B. happy C. excited D. tired 【答案】A 【详解】句意：她发现裙子有大片污渍，感到很心烦。upset（心烦的、沮丧的）贴合顾客收到瑕疵商品的情绪，符合上下文语境。 12. A.center B. room C. office D. hotline 【答案】D 【详解】句意：她拨打了服务热线。service hotline（服务热线）是售后固定搭配，贴合语篇场景。 13. A.way B. plan C. idea D. problem 【答案】D 【详解】句意：她清晰地告知工作人员自己的问题。problem（问题）指代裙子有污渍的情况，衔接上下文。 14. A. apologized to B. laughed at C. shouted at D. waited for 【答案】A 【详解】句意：工作人员很有礼貌，先向她道歉。apologize to sb.（向某人道歉）贴合售后处理礼仪，符合服务场景逻辑。 15. A.find B. solve C. see D. watch 【答案】B 【详解】句意：他表示会尽快解决问题。solve the problem（解决问题）是单元核心短语，贴合语篇主旨。 16. A. receipt B. bag C. box D. card 【答案】A 【详解】句意：工作人员让她发送污渍照片和购买收据。receipt（收据）是售后核验必备凭证，贴合课本知识点。 17. A.buy B. exchange C. sell D. wash 【答案】B 【详解】句意：工作人员表示可以更换新裙子或全额退款。exchange（更换）是售后核心动作，贴合语境。 18. A. was sent B. sent C. sends D. is sent 【答案】A 【详解】句意：两天后，新裙子被送到她家。考查一般过去时的被动语态，裙子是“被寄送”，语法与语境结合，提升能力考点。 19. A. satisfied B. angry C. bored D. worried 【答案】A 【详解】句意：史密斯夫人对这次服务很满意。be satisfied with（对……满意）贴合故事结局，形成情绪对比。 20. A.luck B. joy C. anger D. fun 【答案】C 【详解】句意：优质的客户服务能将愤怒转化为满意。anger（愤怒）与后文satisfaction形成对比，升华服务主题，考查语篇逻辑理解。 三、阅读理解（共5小题，每小题4分，共20分） 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 shopping experience. Whether it is face-to-face service or after-sales service, the attitude of the staff plays a key role. When customers come with complaints or questions, the first thing the staff should do is listen carefully. Interrupting customers will make them more angry. After understanding the whole situation, the staff should give clear solutions and carry them out quickly. Many companies now have customer service feedback systems. Customers can give their opinions about the service after their problems are solved. This helps companies know their shortcomings and improve their service level continuously. Remember, every customer is important. Good service not only makes customers happy but also helps companies develop better and attract more customers in the long run. 21. What plays a key role in customer service according to the passage? A. The staff’s attitude. B. The price of products. C. The number of workers. D. The size of the store. 【答案】A 【详解】细节理解题，根据第一段“the attitude of the staff plays a key role”可知，工作人员的态度在客户服务中起关键作用。 22. What should staff do first when customers have complaints? A. Listen carefully. B. Give solutions at once. C. Interrupt customers. D. Call the manager. 【答案】A 【详解】细节理解题，根据第二段“When customers come with complaints...the first thing the staff should do is listen carefully”可知答案。 23. Why do companies set up customer service feedback systems? A. To know their shortcomings and improve service. B. To collect more customers’ information. C. To make more money. D. To reduce work stress. 【答案】A 【详解】细节理解题，根据第三段“This helps companies know their shortcomings and improve their service level continuously”可知答案。 24. What does the underlined word “them” refer to? A. Clear solutions. B. Customers’ complaints. C. Staff members. D. Shopping experiences. 【答案】A 【详解】代词指代题，根据前文“give clear solutions and carry them out quickly”可知，them指代前文提到的“清晰的解决方案”。 25. What is the main idea of the passage? A. The importance and ways of good customer service. B. How to sell products online. C. Different kinds of customer complaints. D. Ways to open a store. 【答案】A 【详解】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，精准概括文章核心。 四、书面表达（共10分） 26.假设你是商店店员李华，一位顾客购买的蓝牙耳机出现故障，前来投诉。请你写一封80词左右的致歉信，内容包括：1. 表达歉意；2. 提出解决方案（免费维修或更换新品）；3. 承诺提升服务质量。话题紧扣课本客户服务内容，语句通顺，无语法错误。 参考范文： Dear Customer, I’m terribly sorry that the Bluetooth earphones you bought have a fault. We feel so sorry for the trouble this has brought to you. We would like to solve this problem for you at once. You can choose to get the earphones repaired for free or exchange them for a new pair. We will finish the whole process quickly. We promise to improve our product quality and service level. Thank you for your understanding and support. Yours sincerely, Li Hua 司原创精品资源学科网独家享有版权，侵权必究！1 学科网（北京）股份有限公司 $ 编写说明：本套试卷紧扣《英语 基础模块3》（高教版第三版）教材，以教材单元为基准精准覆盖核心考点。 每个单元设置AB卷，A卷为基础巩固卷，侧重基础考点训练，帮助学生扎实掌握知识要点；B卷为能力提升卷，注重知识整合与全面检测，引导学生构建知识网络。全书设计4份综合测试卷，模拟实战情境，聚焦解题能力突破，全面提升应试能力与知识应用水平。 《英语 基础模块3》（高教版第三版）《单元过关卷》 Unit4 Customer Service B卷·能力提升 考试时间：45分钟 满分：100分 班级 姓名 学号 成绩 一、单项选择题（共10小题，每小题4分，共40分） 1. The manager suggested ________ a meeting to discuss how to improve customer service. A. holding B. hold C. to hold D. held 2. This kind of washing machine is ________, so you can get a new one for free. A. under guarantee B. in need C. on time D. by chance 3. The customer was very ________ with the slow service and decided to leave a bad review. A. dissatisfied B. satisfied C. pleasant D. surprised 4. We should try to avoid ________ mistakes when dealing with customer complaints. A. making B. to make C. make D. made 5. —Could you tell me ________ the complaint hotline is? —It’s 400-123-4567. A. what B. how C. where D. when 6. The company will offer a 30% discount as a ________ for the trouble we caused. A. compensation B. gift C. prize D. reward 7. It’s necessary for the staff ________ good communication skills to serve customers well. A. to have B. have C. having D. had 8. The new policy aims ________ customer satisfaction and improve service quality. A. to raise B. raising C. raise D. raised 9. —Do you know ________ the repair will be finished? —In about two hours. A. how soon B. how long C. how far D. how often 10. All the staff are trained to deal with different kinds of customer ________ properly. A. requests B. orders C. commands D. words 二、完形填空（共10小题，每小题3分，共30分） 阅读下面短文，掌握其大意，然后从每题所给的A、B、C、D四个选项中选出最佳选项。 When Mrs. Smith bought a dress online, she was very happy. But when she got it, she found there was a big stain(污渍) on it. She was very __11__ and decided to contact the customer service at once. She called the service __12__ and told the worker her __13__ clearly. The worker was very polite and __14__ her at first. He said they would __15__ the problem as soon as possible. He asked Mrs. Smith to send some photos of the stained dress and her __16__. Then he said they could __17__ the dress for a new one or give her a full refund. Mrs. Smith chose to get a new dress. Two days later, the new dress __18__ to her home. It was in perfect condition. Mrs. Smith was very __19__ with the service. This experience showed that good customer service can turn __20__ into satisfaction. 11. A. upset B. happy C. excited D. tired 12. A.center B. room C. office D. hotline 13. A.way B. plan C. idea D. problem 14. A. apologized to B. laughed at C. shouted at D. waited for 15. A.find B. solve C. see D. watch 16. A. receipt B. bag C. box D. card 17. A.buy B. exchange C. sell D. wash 18. A. was sent B. sent C. sends D. is sent 19. A. satisfied B. angry C. bored D. worried 20. A.luck B. joy C. anger D. fun 三、阅读理解（共5小题，每小题4分，共20分） 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 shopping experience. Whether it is face-to-face service or after-sales service, the attitude of the staff plays a key role. When customers come with complaints or questions, the first thing the staff should do is listen carefully. Interrupting customers will make them more angry. After understanding the whole situation, the staff should give clear solutions and carry them out quickly. Many companies now have customer service feedback systems. Customers can give their opinions about the service after their problems are solved. This helps companies know their shortcomings and improve their service level continuously. Remember, every customer is important. Good service not only makes customers happy but also helps companies develop better and attract more customers in the long run. 21. What plays a key role in customer service according to the passage? A. The staff’s attitude. B. The price of products. C. The number of workers. D. The size of the store. 22. What should staff do first when customers have complaints? A. Listen carefully. B. Give solutions at once. C. Interrupt customers. D. Call the manager. 23. Why do companies set up customer service feedback systems? A. To know their shortcomings and improve service. B. To collect more customers’ information. C. To make more money. D. To reduce work stress. 24. What does the underlined word “them” refer to? A. Clear solutions. B. Customers’ complaints. C. Staff members. D. Shopping experiences. 25. What is the main idea of the passage? A. The importance and ways of good customer service. B. How to sell products online. C. Different kinds of customer complaints. D. Ways to open a store. 四、书面表达（共10分） 26.假设你是商店店员李华，一位顾客购买的蓝牙耳机出现故障，前来投诉。请你写一封80词左右的致歉信，内容包括：1. 表达歉意；2. 提出解决方案（免费维修或更换新品）；3. 承诺提升服务质量。话题紧扣课本客户服务内容，语句通顺，无语法错误。 司原创精品资源学科网独家享有版权，侵权必究！1 学科网（北京）股份有限公司 $