Unit 4 Customer Service（A卷·基础巩固）《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 A卷·基础巩固 考试时间：45分钟 满分：100分 班级 姓名 学号 成绩 一、单项选择（共25小题，每题3分） 1. —Good morning! Welcome to our store. ________? —I need some help with my broken watch. A. What can I do for you B. How old are you C. What’s your name D. Where are you from 【答案】A 【详解】句意：—早上好，欢迎光临！有什么可以帮您的吗？—我的手表坏了，需要帮忙。店员接待顾客的标准礼貌用语，贴合客户服务场景。 2. I want to make a ________ about the bad service I received yesterday. A. complaint B. plan C. cake D. call 【答案】A 【详解】固定搭配make a complaint，意为“投诉”，是售后服务核心短语，贴合课本重难点。 3. This mobile phone is still ________ guarantee, so we can repair it for free. A. under B. on C. in D. at 【答案】A 【详解】固定搭配under guarantee，意为“在保修期内”，属于售后基础考点。 4. The shop assistant promised ________ the problem as soon as possible. A. to solve B. solve C. solving D. solved 【答案】A 【详解】promise to do sth.为固定用法，意为“承诺做某事”，是本单元基础语法考点。 5. —Would you like to exchange it or get a refund? —I ________ like to exchange it for a new one. A. would B. could C. should D. might 【答案】A 【详解】固定句型would like to do sth.，意为“想要做某事”，回应售后选择的常用表达。 6. Please show me your ________, I need to check your purchase information. A. receipt B. book C. bag D. pen 【答案】A 【详解】句意：请出示您的收据，我需要核对购买信息。receipt（收据）是售后必备凭证，贴合课本词汇。 7. We are sorry for the ________ we brought to you. A. inconvenience B. happiness C. luck D. fun 【答案】A 【详解】句意：很抱歉给您带来不便。inconvenience（不便）是售后道歉的核心词汇。 8. The worker is very ________ and always helps customers with patience. A. polite B. angry C. lazy D. strict 【答案】A 【详解】句意：这位工作人员很有礼貌，总是耐心帮助顾客。polite（礼貌的）贴合服务礼仪考点。 9. —How long will it take to repair my computer? —It will take ________ two days. A. about B. in C. on D. for 【答案】A 【详解】句意：—修我的电脑要多久？—大约两天。about（大约）用于回答时间，符合语境。 10. You can call our customer service ________ if you have any problems. A. hotline B. room C. street D. park 【答案】A 【详解】句意：如果有任何问题，您可以拨打我们的客户服务热线。hotline（热线）是基础考点词汇。 11. It’s important ________ good service to every customer. A. to offer B. offer C. offering D. offered 【答案】A 【详解】固定句型It’s important to do sth.，意为“做某事很重要”，考查基础语法结构。 12. The customer refused ________ the faulty product. A. to accept B. accept C. accepting D. accepted 【答案】A 【详解】refuse to do sth.为固定搭配，意为“拒绝做某事”，贴合售后场景语法。 13. We will ________ your watch and find out what’s wrong with it. A. check B. buy C. sell D. throw 【答案】A 【详解】句意：我们会检查您的手表，找出问题所在。check（检查）是售后维修基础动作。 14. —Here is your new bag. Hope you like it. —Thank you. That’s very kind ________ you. A. of B. for C. to D. with 【答案】A 【详解】固定句型That’s very kind of sb.，意为“你真是太好了”，服务场景礼貌答语。 15. Good customer service can make customers ________ satisfied. A. feel B. feels C. feeling D. felt 【答案】A 【详解】make sb. do sth.为固定用法，意为“让某人做某事”，基础语法考点。 16. I bought this shirt yesterday, but there is a hole ________ it. A. in B. on C. at D. of 【答案】A 【详解】句意：我昨天买的这件衬衫，但是里面有个洞。介词in表示在物体内部，符合语境。 17. The manager came over and said sorry to the ________ customer. A. angry B. happy C. excited D. busy 【答案】A 【详解】句意：经理走过来，向生气的顾客道歉。angry（生气的）贴合投诉场景。 18. We don’t have this style now, but we can get it ________ three days. A. in B. on C. for D. at 【答案】A 【详解】句意：我们现在没有这款，但是三天内可以到货。in+时间段表示“多久之后”，基础考点。 19. Please wait ________ a minute. I will get your change right away. A. for B. in C. on D. to 【答案】A 【详解】固定搭配wait for a minute，意为“等一下”，服务场景常用短语。 20. The company is trying its best ________ customer satisfaction. A. to improve B. improve C. improving D. improved 【答案】A 【详解】try one’s best to do sth.，意为“尽全力做某事”，本单元核心语法短语。 21. —________ do you want to exchange it? —Because it doesn’t work well. A. Why B. What C. Where D. When 【答案】A 【详解】根据答语Because可知，问句用Why提问原因，基础疑问词考点。 22. We can offer you a 20% discount ________ this product. A. on B. in C. at D. for 【答案】A 【详解】固定搭配discount on sth.，意为“某物的折扣”，售后补偿常用表达。 23. The staff should learn ________ with different customers politely. A. to communicate B. communicate C. communicating D. communicated 【答案】A 【详解】learn to do sth.，意为“学习做某事”，贴合服务沟通语法考点。 24. —Is there anything else I can do for you? —________, thank you. A. No B. Yes C. OK D. Sure 【答案】A 【详解】句意：—还有其他需要帮忙的吗？—不用了，谢谢。基础情景应答，符合服务场景。 25. We will call you as soon as the product ________ ready. A. is B. are C. was D. were 【答案】A 【详解】product为单数名词，as soon as引导的时间状语从句用一般现在时，be动词用is。 二、阅读理解（共5小题，每题3分，满分15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。 When you have problems with the things you buy, you can go to customer service for help. Good customer service can make you feel satisfied. First, you should tell the worker your problem clearly. You need to show your receipt to prove when you bought the product. If the product is under guarantee, you can get free repair or exchange. Workers in customer service are usually polite and patient. They will listen to your problems and try to solve them quickly. If you are not happy with the result, you can ask to talk to the manager. Remember to be polite when you talk about your problems. It can help things go more smoothly. 26. What can you do if you have problems with bought products? A. Go to customer service. B. Throw them away. C. Keep silent. D. Fight with workers. 【答案】A 【详解】细节理解题，根据第一段“When you have problems...you can go to customer service for help.”可知答案。 27. What do you need to show to prove the purchase time? A. The receipt. B. The bag. C. The box. D. The price tag. 【答案】A 【详解】细节理解题，根据第二段“You need to show your receipt to prove when you bought the product.”可知答案。 28. What can you get if the product is under guarantee? A. Free repair or exchange. B. Free gifts. C. Full refund. D. Discount. 【答案】A 【详解】细节理解题，根据第二段“If the product is under guarantee, you can get free repair or exchange.”可知答案。 29. What are customer service workers usually like? A. Polite and patient. B. Rude and lazy. C. Busy and tired. D. Quiet and shy. 【答案】A 【详解】细节理解题，根据第三段“Workers in customer service are usually polite and patient.”可知答案。 30. Why should we be polite when talking about problems? A. It helps things go smoothly. B. It makes workers angry. C. It takes more time. D. It gets no result. 【答案】A 【详解】细节理解题，根据最后一段“Remember to be polite...It can help things go more smoothly.”可知答案。 三、情景交际（共5小题，每题2分，满分10分） 从方框中选择合适的选项补全对话，其中有两项多余，请将正确答案的序号填在横线上。 A: Good afternoon. Can I help you? B: Yes. There is something wrong with this hairdryer. A: 31. ________ B: It stops working suddenly when I use it. A: 32. ________ B: I bought it just two days ago. Here is the receipt. A: 33. ________ Let me check it. (A few minutes later) A: Sorry, we can’t fix it. Would you like to exchange it or get a refund? B: 34. ________ A: OK. Please wait a moment. I will handle it for you. B: Thank you. A: 35. ________ Have a nice day! A.I’d like to get a refund. B.What’s wrong with it? C.Here you are. D. When did you buy it? E.We are so sorry about that. F. How much is it? 31. 【答案】B 【详解】下文顾客说明吹风机故障，此处店员询问问题所在，选B符合逻辑。 32. 【答案】D 【详解】下文顾客回答购买时间，此处店员询问购买日期，选D衔接上下文。 33. 【答案】E 【详解】得知产品故障后，店员表达歉意，选E贴合售后礼貌用语。 34. 【答案】A 【详解】上文店员询问调换还是退款，顾客给出选择，选A符合语境。 35. 【答案】C 【详解】顾客感谢后，店员递上退款，选C作为收尾应答，贴合场景。 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 A卷·基础巩固 考试时间：45分钟 满分：100分 班级 姓名 学号 成绩 一、单项选择（共25小题，每题3分） 1. —Good morning! Welcome to our store. ________? —I need some help with my broken watch. A. What can I do for you B. How old are you C. What’s your name D. Where are you from 2. I want to make a ________ about the bad service I received yesterday. A. complaint B. plan C. cake D. call 3. This mobile phone is still ________ guarantee, so we can repair it for free. A. under B. on C. in D. at 4. The shop assistant promised ________ the problem as soon as possible. A. to solve B. solve C. solving D. solved 5. —Would you like to exchange it or get a refund? —I ________ like to exchange it for a new one. A. would B. could C. should D. might 6. Please show me your ________, I need to check your purchase information. A. receipt B. book C. bag D. pen 7. We are sorry for the ________ we brought to you. A. inconvenience B. happiness C. luck D. fun 8. The worker is very ________ and always helps customers with patience. A. polite B. angry C. lazy D. strict 9. —How long will it take to repair my computer? —It will take ________ two days. A. about B. in C. on D. for 10. You can call our customer service ________ if you have any problems. A. hotline B. room C. street D. park 11. It’s important ________ good service to every customer. A. to offer B. offer C. offering D. offered 12. The customer refused ________ the faulty product. A. to accept B. accept C. accepting D. accepted 13. We will ________ your watch and find out what’s wrong with it. A. check B. buy C. sell D. throw 14. —Here is your new bag. Hope you like it. —Thank you. That’s very kind ________ you. A. of B. for C. to D. with 15. Good customer service can make customers ________ satisfied. A. feel B. feels C. feeling D. felt 16. I bought this shirt yesterday, but there is a hole ________ it. A. in B. on C. at D. of 17. The manager came over and said sorry to the ________ customer. A. angry B. happy C. excited D. busy 18. We don’t have this style now, but we can get it ________ three days. A. in B. on C. for D. at 19. Please wait ________ a minute. I will get your change right away. A. for B. in C. on D. to 20. The company is trying its best ________ customer satisfaction. A. to improve B. improve C. improving D. improved 21. —________ do you want to exchange it? —Because it doesn’t work well. A. Why B. What C. Where D. When 22. We can offer you a 20% discount ________ this product. A. on B. in C. at D. for 23. The staff should learn ________ with different customers politely. A. to communicate B. communicate C. communicating D. communicated 24. —Is there anything else I can do for you? —________, thank you. A. No B. Yes C. OK D. Sure 25. We will call you as soon as the product ________ ready. A. is B. are C. was D. were 二、阅读理解（共5小题，每题3分，满分15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。 When you have problems with the things you buy, you can go to customer service for help. Good customer service can make you feel satisfied. First, you should tell the worker your problem clearly. You need to show your receipt to prove when you bought the product. If the product is under guarantee, you can get free repair or exchange. Workers in customer service are usually polite and patient. They will listen to your problems and try to solve them quickly. If you are not happy with the result, you can ask to talk to the manager. Remember to be polite when you talk about your problems. It can help things go more smoothly. 26. What can you do if you have problems with bought products? A. Go to customer service. B. Throw them away. C. Keep silent. D. Fight with workers. 27. What do you need to show to prove the purchase time? A. The receipt. B. The bag. C. The box. D. The price tag. 28. What can you get if the product is under guarantee? A. Free repair or exchange. B. Free gifts. C. Full refund. D. Discount. 29. What are customer service workers usually like? A. Polite and patient. B. Rude and lazy. C. Busy and tired. D. Quiet and shy. 30. Why should we be polite when talking about problems? A. It helps things go smoothly. B. It makes workers angry. C. It takes more time. D. It gets no result. 三、情景交际（共5小题，每题2分，满分10分） 从方框中选择合适的选项补全对话，其中有两项多余，请将正确答案的序号填在横线上。 A: Good afternoon. Can I help you? B: Yes. There is something wrong with this hairdryer. A: 31. ________ B: It stops working suddenly when I use it. A: 32. ________ B: I bought it just two days ago. Here is the receipt. A: 33. ________ Let me check it. (A few minutes later) A: Sorry, we can’t fix it. Would you like to exchange it or get a refund? B: 34. ________ A: OK. Please wait a moment. I will handle it for you. B: Thank you. A: 35. ________ Have a nice day! A.I’d like to get a refund. B.What’s wrong with it? C.Here you are. D. When did you buy it? E.We are so sorry about that. F. How much is it? 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 $