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，以“课前预习-课堂检测”分层设计，构建词汇→短语→句子→语篇的知识巩固路径，适配教学闭环，提升语言能力与思维品质。 **分层设计** |层次|知识覆盖|设计特色| |----|----------|----------| |课前预习|核心词汇、重点短语、课文难句|聚焦基础输入，通过词汇拼写（如“实施；进行”）、短语匹配（如“hand out”）夯实语言知识| |课堂检测|句子翻译应用、语篇综合理解|深化能力输出，以英译汉（如跨文化商务句）、完形填空（酒店服务情境）提升语言运用与问题解决能力|

　　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》，打造湖南专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练，完全对接湖南对口升学考法。 　　本卷为《英语 基础模块 3》（高教版第三版）Unit 4 Customer Service（Culture Understanding & Group Work）的课前预习与课堂检测。 《英语 基础模块3》（高教版第三版） Unit 4 Customer Service 一课一练（5） Culture Understanding & Group Work 【课前预习】 一、核心词汇检测 1. v. 实施；进行____ 2. 商务文化____ 3. n. 建议；方案____ 4. n. 冒犯____ 5. n. 压力____ 6. n. 最后期限____ 7. adj. 矜持的；保守的____ 8. v. 安排____ 【答案】1.conduct 2.business culture 3.proposal 4.offence 5.pressure 6.deadline 7.reserved 8.schedule 二、课文重点短语 1. conduct business____ 2. be well prepared for____ 3. hand out____ 4. be on time____ 5. place a high value on____ 6. make arrangements____ 7. be responsible for____ 8. make up for____ 【答案】1.做生意；开展业务；2.为……做好充分准备；3.分发；4.准时；5.高度重视；6.做安排；7.对……负责；8.弥补 三、课文难句翻译 1. 原句：To conduct business around the world, you need to know the business cultures in different countries. 译文：要在世界各地开展业务，你需要了解不同国家的商务文化。 2. 原句：In China, you are expected to be well prepared for business meetings. 译文：在中国，别人期望你为商务会议做好充分准备。 3. 原句：Filipinos place a high value on trust and believe that good things come to those who practice patience. 译文：菲律宾人非常重视信任，并相信好事会降临到有耐心的人身上。 【课堂检测】 一、句子英译汉（5题） 1. To conduct business around the world, you need to know the business cultures in different countries. ____________________________________________________________ 【答案】要在世界各地开展业务，你需要了解不同国家的商务文化。 【解析】考查不定式作目的状语。To conduct business around the world意为“为了在世界各地开展业务”；need to know意为“需要了解”；business cultures in different countries意为“不同国家的商务文化”。故本句译为：要在世界各地开展业务，你需要了解不同国家的商务文化。 2. Small talk is considered particularly important at the beginning of a meeting. ____________________________________________________________ 【答案】会议开始时，闲聊被认为特别重要。 【解析】考查被动语态。is considered意为“被认为”；particularly important意为“特别重要”；at the beginning of a meeting意为“在会议开始时”。故本句译为：会议开始时，闲聊被认为特别重要。 3. Turkish business people do not like pressure and deadlines. ____________________________________________________________ 【答案】土耳其商务人士不喜欢压力和最后期限。 【解析】考查陈述句。Turkish business people作主语；do not like作谓语；pressure and deadlines作宾语。故本句译为：土耳其商务人士不喜欢压力和最后期限。 4. In France, you are expected to act in a reserved manner at business meetings. ____________________________________________________________ 【答案】在法国，别人期望你在商务会议中表现得矜持。 【解析】考查被动表达。are expected to意为“被期望做某事”；act in a reserved manner意为“表现得矜持”。故本句译为：在法国，别人期望你在商务会议中表现得矜持。 5. If you're scheduling a meeting in the Philippines, it's common to make arrangements as far as a month ahead. ____________________________________________________________ 【答案】如果你在菲律宾安排会议，提前一个月做安排是很常见的。 【解析】考查条件状语从句和it作形式主语。If引导条件状语从句；it's common to do sth.意为“做某事是常见的”；as far as a month ahead意为“早至提前一个月”。故本句译为：如果你在菲律宾安排会议，提前一个月做安排是很常见的。 二、完形填空（10空） Good service is important in every business. Last summer, Zhang Wei worked in a hotel as a trainee. One evening, a guest came to the front desk and looked very ____6____. He said there was no hot water in his room and he had to attend an important meeting early the next morning. Zhang Wei knew that the guest needed a quick answer, so he did not make any excuse. First, Zhang Wei said sorry for the ____7____ and asked the worker to check the room at once. Five minutes later, the worker reported that a pipe problem could not be fixed immediately. Zhang Wei then ____8____ another room on the same floor and helped the guest move his things. He also offered a free breakfast ticket to ____9____ the trouble caused. The next day, the guest wrote a short letter to the hotel manager. He said the problem was unpleasant, but Zhang Wei's way of dealing with it was ____10____ and professional. The manager praised Zhang Wei at the morning meeting. Zhang Wei felt proud, but he also understood that customer service was not just a set of polite words. From that day on, Zhang Wei became more careful. Before guests arrived, he checked whether the rooms were clean and whether all facilities worked well. When problems happened, he listened first, checked facts, and then gave a clear ____11____. He believed that a worker should take ____12____ for mistakes, even when the mistakes were not made by him alone. In his eyes, patience, honesty and quick action are the keys to good service. A small act may ____13____ a guest's bad feeling into trust. That is why he always reminds himself to stay ____14____ and to solve problems as ____15____ as possible. 6. A. worried B. bored C. careful D. silent 7. A. inconvenience B. instruction C. interview D. information 8. A. checked B. arranged C. changed D. covered 9. A. make up for B. take part in C. look forward to D. run out of 10. A. lazy B. honest C. noisy D. weak 11. A. receipt B. solution C. leaflet D. battery 12. A. charge B. place C. responsibility D. temperature 13. A. turn B. throw C. teach D. touch 14. A. popular B. calm C. cheap D. late 15. A. clearly B. simply C. quickly D. quietly 【答案】6. A 7. A 8. B 9. A 10. B 11. B 12. C 13. A 14. B 15. C 【导语】本文是一篇记叙文。文章讲述了酒店实习生张伟处理顾客投诉的经历，说明良好的客户服务需要耐心、诚实和快速行动。 【6题详解】考查形容词。客人没有热水且第二天有重要会议，因此看起来很担心，worried符合语境。故选A。 【7题详解】考查名词。服务问题给客人造成“不便”，inconvenience符合语境。故选A。 【8题详解】考查动词。张伟安排同层另一间房，arranged符合语境。故选B。 【9题详解】考查动词短语。免费早餐券用于弥补麻烦，make up for符合语境。故选A。 【10题详解】考查形容词。信中说他的处理方式诚实且专业，honest符合语境。故选B。 【11题详解】考查名词。遇到问题后应给出清楚的解决办法，solution符合语境。故选B。 【12题详解】考查名词。take responsibility for mistakes意为“为错误承担责任”。故选C。 【13题详解】考查动词。turn...into...意为“把……变成……”，符合把坏情绪变成信任的语境。故选A。 【14题详解】考查形容词。处理投诉时应保持冷静，calm符合语境。故选B。 【15题详解】考查副词。as quickly as possible意为“尽可能快地”，符合客户服务要求。故选C。 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》，打造湖南专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练，完全对接湖南对口升学考法。 　　本卷为《英语 基础模块 3》（高教版第三版）Unit 4 Customer Service（Culture Understanding & Group Work）的课前预习与课堂检测。 《英语 基础模块3》（高教版第三版） Unit 4 Customer Service 一课一练（5） Culture Understanding & Group Work 【课前预习】 一、核心词汇检测 1. v. 实施；进行____ 2. 商务文化____ 3. n. 建议；方案____ 4. n. 冒犯____ 5. n. 压力____ 6. n. 最后期限____ 7. adj. 矜持的；保守的____ 8. v. 安排____ 二、课文重点短语 1. conduct business____ 2. be well prepared for____ 3. hand out____ 4. be on time____ 5. place a high value on____ 6. make arrangements____ 7. be responsible for____ 8. make up for____ 三、课文难句翻译 1. 原句：To conduct business around the world, you need to know the business cultures in different countries. 2. 原句：In China, you are expected to be well prepared for business meetings. 3. 原句：Filipinos place a high value on trust and believe that good things come to those who practice patience. 【课堂检测】 一、句子英译汉（5题） 1. To conduct business around the world, you need to know the business cultures in different countries. ____________________________________________________________ 2. Small talk is considered particularly important at the beginning of a meeting. ____________________________________________________________ 3. Turkish business people do not like pressure and deadlines. ____________________________________________________________ 4. In France, you are expected to act in a reserved manner at business meetings. ____________________________________________________________ 5. If you're scheduling a meeting in the Philippines, it's common to make arrangements as far as a month ahead. ____________________________________________________________ 二、完形填空（10空） Good service is important in every business. Last summer, Zhang Wei worked in a hotel as a trainee. One evening, a guest came to the front desk and looked very ____6____. He said there was no hot water in his room and he had to attend an important meeting early the next morning. Zhang Wei knew that the guest needed a quick answer, so he did not make any excuse. First, Zhang Wei said sorry for the ____7____ and asked the worker to check the room at once. Five minutes later, the worker reported that a pipe problem could not be fixed immediately. Zhang Wei then ____8____ another room on the same floor and helped the guest move his things. He also offered a free breakfast ticket to ____9____ the trouble caused. The next day, the guest wrote a short letter to the hotel manager. He said the problem was unpleasant, but Zhang Wei's way of dealing with it was ____10____ and professional. The manager praised Zhang Wei at the morning meeting. Zhang Wei felt proud, but he also understood that customer service was not just a set of polite words. From that day on, Zhang Wei became more careful. Before guests arrived, he checked whether the rooms were clean and whether all facilities worked well. When problems happened, he listened first, checked facts, and then gave a clear ____11____. He believed that a worker should take ____12____ for mistakes, even when the mistakes were not made by him alone. In his eyes, patience, honesty and quick action are the keys to good service. A small act may ____13____ a guest's bad feeling into trust. That is why he always reminds himself to stay ____14____ and to solve problems as ____15____ as possible. 6. A. worried B. bored C. careful D. silent 7. A. inconvenience B. instruction C. interview D. information 8. A. checked B. arranged C. changed D. covered 9. A. make up for B. take part in C. look forward to D. run out of 10. A. lazy B. honest C. noisy D. weak 11. A. receipt B. solution C. leaflet D. battery 12. A. charge B. place C. responsibility D. temperature 13. A. turn B. throw C. teach D. touch 14. A. popular B. calm C. cheap D. late 15. A. clearly B. simply C. quickly D. quietly 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 $