4.5 Customer Service（Culture Understanding & Group Work ）-《英语 基础模块3》（高教版第三版）《一课一练》（原卷版+解析版）

**基本信息** 中职英语《基础模块3》Unit 4同步练，含课前预习与课堂检测，分层设计贴合学情，构建“词汇基础-语篇理解-综合应用”巩固路径，提升语言能力与学习能力。 **分层设计** |层次|知识覆盖|设计特色| |----|----------|----------| |课前预习|核心词汇及词性转换|通过词形转换强化基础词汇记忆，培养自主预习习惯（学习能力）| |课堂检测|语篇理解与综合应用写作|完形填空聚焦语篇逻辑分析（思维品质），写作任务创设客服情境提升问题解决能力（语言能力）|

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》，匠心打造了契合浙江职教命题特色的【浙江专用】《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（Culture Understanding & Group Work）的课前预习和课堂检测。 《英语 基础模块3》（高教版第三版） Unit 4 Customer Service 一课一练（20）Culture Understanding & Group Work 【课前预习】 1、 重点单词 1．__________ n. 冒犯，得罪 2．__________adj. 特定的，某一的→__________adv. 非常，尤其 3．__________v. 谈判，磋商→__________n. 谈判, 协商 4．__________n. 便宜货，减价品 v. 讨价还价→__________n. 交易 5．__________v. 预订；保留→__________adj. 保留的，预订的 1．offence n. 冒犯，得罪 2．particular adj. 特定的，某一的→particularly adv. 非常，尤其 3．negotiate v. 谈判，磋商→negotiation n. 谈判, 协商 4．bargain n. 便宜货，减价品 v. 讨价还价→bargaining n. 交易 5．reserve v. 预订；保留→reserved adj. 保留的，预订的 【课堂检测】 1、 完形填空 Shopping is important in our daily life. But it often ____1_____ us a lot of time to visit shops one by one in the street. Shopping online is becoming more and more popular ____2_____ it helps people save time and energy. Online shopping ____3_____ the day of 11 November is perhaps the most ____4_____ moment for many people, not only for sellers but also for buyers. Experts say online shopping hits records in ____5_____ November and December. In America about 57 per cent of people prefer to buy ____6_____ electronically. This has led ____7_____ shops to look for new ways to keep their customers loyal (忠诚的). Bill Martin is the founder (创始人) of Shopper Trak. His business is to help shops understand as well as learn about their ____8_____. He said, “when people buy things in traditional shops, they enjoy the social experience. There is a lot of emotion in the buying decision, but it is ____9_____ to get that emotional feeling _____10_____ shopping online.” 1．A．spends B．costs C．takes D．pays 2．A．so B．because C．and D．but 3．A．in B．at C．to D．on 4．A．exciting B．interesting C．surprising D．frustrating 5．A．from B．both C．all D．either 6．A．anything B．nothing C．something D．everything 7．A．traditional B．online C．new D．modern 8．A．sellers B．waiters C．waitresses D．customers 9．A．hard B．easy C．easier D．harder 10．A．at B．in C．from D．to 【答案】 1．C 2．B 3．D 4．A 5．B 6．C 7．A 8．D 9．A 10．C 【导语】本文主要介绍了网上购物越来越受欢迎，双十一更是成为消费者和商家的狂欢，而且超半数的美国人也更青睐电子购物，这也促使了传统的商家寻找新的方式来维持顾客的忠诚度，但是线下购物的情感因素是无法从网上购物获得的。 【解析】1．句意：但是我们经常要花很多时间去逛街上一家一家的商店。 spends花费，人作主语；costs花费，物作主语；takes花费，it作形式主语；pays付钱，与for连用。根据“ But it often ... us a lot of time to visit shops one by one in the street.”可知，该句结构为it takes sb.+时间+to do sth.“做某事花某人多少时间”。故选C。 2．句意：网上购物变得越来越受欢迎，因为它帮助人们节省时间和精力。 so因此；because因为；and和；but但是。根据“Shopping online is becoming more and more popular”和“it helps people save time and energy”可知，前后句为因果关系，应用because引导原因状语从句。故选B。 3．句意：对许多人来说，11月11日的网上购物可能是最令人兴奋的时刻，不仅是卖家，对买家也是如此。 in用在年、月等较长的一段时间前；at用在时刻前；to向，朝；on用在具体某一天前。根据“the day of 11 November”可知，11月11日是具体的一天，应用介词on。故选D。 4．句意：对许多人来说，11月11日的网上购物可能是最令人兴奋的时刻，不仅是卖家，对买家也是如此。 exciting令人激动的；interesting有趣的；surprising令人惊讶的；frustrating令人沮丧的。根据“the most ... moment for many people, not only for sellers but also for buyers.”可知，对于商家和买家而言，双11是最令人兴奋的时刻。故选A。 5．句意：专家表示，11月和12月的网上购物都创下新高。 from来自；both两者；all全部；either或者，要么。根据“November and December”可知，此处表示11月和12月的网上购物数据创下新高；both ... and“两者都……”。故选B。 6．句意：在美国，大约57% 的人更喜欢电子购物。 anything任何事物；nothing没有什么；something某物；everything一切。根据“people prefer to buy ... electronically”可知，此处指通过电子方式买一些东西，应用something。故选C。 7．句意：这促使传统商店寻找新的方法来保持顾客的忠诚度。 traditional传统的；online线上的；new新的；modern现代的。根据“to look for new ways to keep their customers loyal”可知，有57% 的美国人更喜欢电子购物，为了保持顾客的忠诚度，传统的商店要寻找到新的方式。故选A。 8．句意：他的工作是帮助商店理解并了解他们的顾客。 sellers卖家；waiters男服务员；waitresses女服务员；customers顾客。根据下文“when people buy things in traditional shops, they enjoy the social experience. There is a lot of emotion in the buying decision”可推知，是帮助商店更好地了解顾客。故选D。 9．句意：在购买决策中有很多情感因素，但很难从网上购物中获得这种情感。 hard困难的，原级；easy容易的，原级；easier更容易的，比较级；harder更难的，比较级。根据“There is a lot of emotion in the buying decision”可知，线下购物的情感是很难从线上获得的，此句不含比较，故此处用原级hard。故选A。 10．句意：在购买决策中有很多情感因素，但很难从网上购物中获得这种情感。 at在；in在……里面；from从……；to到。根据“shopping online”可知，此处指从网上购物中获得在线下购物的情感。故选C。 二、写作 11．假如你是商店客服，如何处理顾客的退换货请求？ 请以“Handling a Return Request”为题，写一篇不少于80词的短文，描述作为商店客服，处理顾客退换货请求的主要步骤和态度。 要求：语句通顺，语法正确。 ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 【答案】例文： Handling a Return Request As a store customer service worker, handling return requests is an important part of my job. First, I always greet the customer with a smile and say “How can I help you?” to make them feel comfortable. Next, I ask to check their receipt, because it’s necessary for processing returns. Then, I listen carefully to why they want to return the item, like size problems or defects. I never argue with them — patience is key here. After that, I offer solutions, such as a refund or an exchange. Finally, I thank them for their understanding. Being polite and helpful can make customers happy even when they have problems. 【导语】本篇书面表达属于记叙文。讲述了作为商店客服人员处理退货请求的步骤和要点。 【解析】1.词汇积累 舒适的：comfortable→ cosy 必要的：necessary→ essential 争论：argue→ quarrel 耐心：patience→ endurance 2.句式拓展 简单句变复合句 原句：After that, I offer solutions, such as a refund or an exchange. 拓展句：After that, I offer solutions, which include a refund or an exchange. 【点睛】【高分句型1】Next, I ask to check their receipt, because it’s necessary for processing returns. (运用了because引导的原因状语从句) 【高分句型2】Being polite and helpful can make customers happy even when they have problems. (运用了动名词作主语和when引导的时间状语从句) 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 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》，匠心打造了契合浙江职教命题特色的【浙江专用】《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（Culture Understanding & Group Work ）的课前预习和课堂检测。 《英语 基础模块3》（高教版第三版） Unit 4 Customer Service 一课一练（20）Culture Understanding & Group Work 【课前预习】 1、 重点单词 1．__________ n. 冒犯，得罪 2．__________adj. 特定的，某一的→__________adv. 非常，尤其 3．__________v. 谈判，磋商→__________n. 谈判, 协商 4．__________n. 便宜货，减价品 v. 讨价还价→__________n. 交易 5．__________v. 预订；保留→__________adj. 保留的，预订的 【课堂检测】 1、 完形填空 Shopping is important in our daily life. But it often ____1_____ us a lot of time to visit shops one by one in the street. Shopping online is becoming more and more popular ____2_____ it helps people save time and energy. Online shopping ____3_____ the day of 11 November is perhaps the most ____4_____ moment for many people, not only for sellers but also for buyers. Experts say online shopping hits records in ____5_____ November and December. In America about 57 per cent of people prefer to buy ____6_____ electronically. This has led ____7_____ shops to look for new ways to keep their customers loyal (忠诚的). Bill Martin is the founder (创始人) of Shopper Trak. His business is to help shops understand as well as learn about their ____8_____. He said, “when people buy things in traditional shops, they enjoy the social experience. There is a lot of emotion in the buying decision, but it is ____9_____ to get that emotional feeling _____10_____ shopping online.” 1．A．spends B．costs C．takes D．pays 2．A．so B．because C．and D．but 3．A．in B．at C．to D．on 4．A．exciting B．interesting C．surprising D．frustrating 5．A．from B．both C．all D．either 6．A．anything B．nothing C．something D．everything 7．A．traditional B．online C．new D．modern 8．A．sellers B．waiters C．waitresses D．customers 9．A．hard B．easy C．easier D．harder 10．A．at B．in C．from D．to 二、写作 11．假如你是商店客服，如何处理顾客的退换货请求？ 请以“Handling a Return Request”为题，写一篇不少于80词的短文，描述作为商店客服，处理顾客退换货请求的主要步骤和态度。 要求：语句通顺，语法正确。 ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 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 学科网（北京）股份有限公司 $