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）

**基本信息** 针对中职学生英语基础薄弱特点，以课前预习-课堂检测分层设计，通过词汇-短语-句子-语篇递进路径巩固Customer Service单元核心知识，适配对口升学考法。 **分层设计** |层次|知识覆盖|设计特色| |----|----------|----------| |课前预习|核心词汇（8题）、重点短语（8题）、难句翻译（3题）|以填空、翻译题型夯实基础，助力课前自主学习，培养学习能力| |课堂检测|词汇应用单选（10题）、语篇理解阅读（5题）|通过情境化单选和投诉处理语篇阅读，提升语言综合应用能力，对接升学考法|

编写说明：基于中职学生英语基础薄弱、学习内驱力不足的学情特点，为提升学习效率，落实课前、课中、课后教学闭环，本专辑依据最新《中等职业学校英语课程标准》，打造福建专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练，完全对接福建对口升学考法。 　　本卷为《英语 基础模块 3》（高教版第三版）Unit 4 Customer Service（4.2 Customer Service（Reading and Writing 1））的课前预习与课堂检测。 Unit 4 Customer Service （Reading and Writing 1） 【课前预习】 一、核心词汇检测 1.v. 递送；运载____ 2.n. 递送；运载____ 3.v. 延迟；推迟____ 4.n. 单子____ 5.n. 小册子；单张广告____ 6.adj. 真诚的____ 7.n. 解决方法____ 8.v. 安排____ 【答案】1.deliver 2.delivery 3.delay 4.sheet 5.leaflet 6.sincere 7.solution 8.arrange 二、课文重点短语 1.due to____ 2.in charge of____ 3.make sure____ 4.cause loss to____ 5.express our sincere apology____ 6.work out a better solution____ 7.as quickly as possible____ 8.as for____ 【答案】1.由于；因为 2.负责…… 3.确保；确定 4.给……造成损失 5.表达我们真诚的歉意 6.想出更好的解决办法 7.尽快 8.至于 三、课文难句翻译 1.原句：It happened that there was another company who ordered similar leaflets in the same district as your company. 译文：碰巧还有另一家公司与你们公司在同一区域订购了相似的宣传单。 2.原句：Since we have been partners for so long, we’ll try our best to work out a better solution for you. 译文：既然我们已经合作这么久，我们会尽最大努力为你们想出更好的解决办法。 3.原句：Even though you didn’t express such a request, we will reduce the price of the leaflets by 15%. 译文：即使你们没有提出这样的要求，我们也会把宣传单的价格降低15%。 【课堂检测】 一、词汇单选 1.The company will ____ the right leaflets tomorrow morning. A.deliver B.charge C.refund 【答案】A 【解析】deliver意为“递送”，符合语境。故选A。 2.The ____ of the goods was delayed by the heavy rain. A.receipt B.delivery C.battery 【答案】B 【解析】delivery意为“递送”，delayed delivery意为“延迟递送”。故选B。 3.We should find a good ____ to solve the customer’s problem. A.leaflet B.sheet C.solution 【答案】C 【解析】solution意为“解决方法”。故选C。 4.The staff member put the wrong address ____ on the package. A.sheet B.patience C.guarantee 【答案】A 【解析】address sheet意为“地址单”。故选A。 5.The company gave a ____ apology for its carelessness. A.blank B.sincere C.salty 【答案】B 【解析】sincere apology意为“真诚的道歉”。故选B。 6.We will ____ a second delivery as quickly as possible. A.mention B.reduce C.arrange 【答案】C 【解析】arrange a delivery意为“安排递送”。故选C。 7.The delay may ____ loss to your business. A.cause B.check C.exchange 【答案】A 【解析】cause loss to意为“给……造成损失”。故选A。 8.The problem happened ____ our carelessness. A.as for B.due to C.in order that 【答案】B 【解析】due to表示原因。故选B。 9.The worker ____ of the delivery made a mistake. A.in charge B.under guarantee C.as ever 【答案】A 【解析】in charge of意为“负责……”。故选A。 10.The shop promised to ____ the price by 15%. A.deliver B.reduce C.charge 【答案】B 【解析】reduce the price意为“降低价格”。故选B。 二、阅读理解 A Better Way to Handle Complaints 　　A small printing company in Fuzhou once delivered the wrong leaflets to a customer. The customer needed the leaflets for an important sales activity. When he opened the package, he found that the leaflets belonged to another company. He felt worried and wrote an email to make a complaint. 　　After reading the email, the service manager checked the delivery record immediately. He found that the staff member in charge of the delivery had put the wrong address sheet on the package. The manager did not try to hide the mistake. Instead, he expressed a sincere apology and called the customer to explain the cause. 　　The company then arranged a second delivery as quickly as possible. The right leaflets arrived the next morning. To make up for the loss, the company reduced the price by 15% and promised a 5% discount on future orders. The customer accepted the solution because the company was honest and patient. 　　This experience shows that good customer service is not only about saying sorry. It is also about finding a useful solution, keeping promises and respecting customers. When a company deals with complaints properly, it may win customers’ trust again. 11.Why did the customer make a complaint? A.Because the leaflets were too expensive. B.Because the company delivered the wrong leaflets. C.Because the customer lost his receipt. 【答案】B 【解析】第一段说明顾客收到的是另一家公司的宣传单。故选B。 12.Who made the mistake? A.The staff member in charge of the delivery. B.The customer’s manager. C.The salesperson in a shop. 【答案】A 【解析】第二段提到负责递送的员工贴错地址单。故选A。 13.What does “make up for the loss” mean? A.造成更多损失 B.推迟递送时间 C.弥补损失 【答案】C 【解析】后文提到降价和折扣，说明是弥补损失。故选C。 14.Which solution was NOT mentioned? A.Arranging a second delivery. B.Reducing the price by 15%. C.Refunding all the money at once. 【答案】C 【解析】文中没有提到立即全额退款。故选C。 15.What is the main idea? A.Companies should never deliver leaflets. B.Honest and useful service can help deal with complaints. C.Customers should not write emails. 【答案】B 【解析】文章围绕真诚处理投诉并重新赢得信任展开。故选B。 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：基于中职学生英语基础薄弱、学习内驱力不足的学情特点，为提升学习效率，落实课前、课中、课后教学闭环，本专辑依据最新《中等职业学校英语课程标准》，打造福建专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练，完全对接福建对口升学考法。 　　本卷为《英语 基础模块 3》（高教版第三版）Unit 4 Customer Service（4.2 Customer Service（Reading and Writing 1））的课前预习与课堂检测。 Unit 4 Customer Service （Reading and Writing 1） 【课前预习】 一、核心词汇检测 1.v. 递送；运载____ 2.n. 递送；运载____ 3.v. 延迟；推迟____ 4.n. 单子____ 5.n. 小册子；单张广告____ 6.adj. 真诚的____ 7.n. 解决方法____ 8.v. 安排____ 二、课文重点短语 1.due to____ 2.in charge of____ 3.make sure____ 4.cause loss to____ 5.express our sincere apology____ 6.work out a better solution____ 7.as quickly as possible____ 8.as for____ 三、课文难句翻译 1.原句：It happened that there was another company who ordered similar leaflets in the same district as your company. 2.原句：Since we have been partners for so long, we’ll try our best to work out a better solution for you. 3.原句：Even though you didn’t express such a request, we will reduce the price of the leaflets by 15%. 【课堂检测】 一、词汇单选 1.The company will ____ the right leaflets tomorrow morning. A.deliver B.charge C.refund 2.The ____ of the goods was delayed by the heavy rain. A.receipt B.delivery C.battery 3.We should find a good ____ to solve the customer’s problem. A.leaflet B.sheet C.solution 4.The staff member put the wrong address ____ on the package. A.sheet B.patience C.guarantee 5.The company gave a ____ apology for its carelessness. A.blank B.sincere C.salty 6.We will ____ a second delivery as quickly as possible. A.mention B.reduce C.arrange 7.The delay may ____ loss to your business. A.cause B.check C.exchange 8.The problem happened ____ our carelessness. A.as for B.due to C.in order that 9.The worker ____ of the delivery made a mistake. A.in charge B.under guarantee C.as ever 10.The shop promised to ____ the price by 15%. A.deliver B.reduce C.charge 二、阅读理解 A Better Way to Handle Complaints 　　A small printing company in Fuzhou once delivered the wrong leaflets to a customer. The customer needed the leaflets for an important sales activity. When he opened the package, he found that the leaflets belonged to another company. He felt worried and wrote an email to make a complaint. 　　After reading the email, the service manager checked the delivery record immediately. He found that the staff member in charge of the delivery had put the wrong address sheet on the package. The manager did not try to hide the mistake. Instead, he expressed a sincere apology and called the customer to explain the cause. 　　The company then arranged a second delivery as quickly as possible. The right leaflets arrived the next morning. To make up for the loss, the company reduced the price by 15% and promised a 5% discount on future orders. The customer accepted the solution because the company was honest and patient. 　　This experience shows that good customer service is not only about saying sorry. It is also about finding a useful solution, keeping promises and respecting customers. When a company deals with complaints properly, it may win customers’ trust again. 11.Why did the customer make a complaint? A.Because the leaflets were too expensive. B.Because the company delivered the wrong leaflets. C.Because the customer lost his receipt. 12.Who made the mistake? A.The staff member in charge of the delivery. B.The customer’s manager. C.The salesperson in a shop. 13.What does “make up for the loss” mean? A.造成更多损失 B.推迟递送时间 C.弥补损失 14.Which solution was NOT mentioned? A.Arranging a second delivery. B.Reducing the price by 15%. C.Refunding all the money at once. 15.What is the main idea? A.Companies should never deliver leaflets. B.Honest and useful service can help deal with complaints. C.Customers should not write emails. 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 $