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** 聚焦课前预习与课堂检测分层设计，通过词汇-短语-句子-语篇递进路径夯实基础，提升语言应用能力，适配中职学情与对口升学需求。 **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|以填空、翻译题夯实基础，强化词汇记忆与句子理解，培养学习能力| |课堂检测|词汇应用、语篇理解|通过单选考查词汇辨析，阅读判断对接真实情境，提升语言能力与思维品质|

　　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（Reading and Writing 1）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（2） 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. 小册子；单张广告____ 5. n. 单子____ 6. n. 解决方法____ 7. v. 安排____ 8. adj. 真诚的____ 【答案】1.deliver 2.delivery 3.delay 4.leaflet 5.sheet 6.solution 7.arrange 8.sincere 二、课文重点短语 1. in charge of____ 2. make sure____ 3. due to____ 4. work out a solution____ 5. cause loss to____ 6. as quickly as possible____ 7. express sincere apology____ 8. reduce the price____ 【答案】1.负责……；2.确保；确定；3.由于；因为；4.想出解决办法；5.给……造成损失；6.尽快；7.表达真诚歉意；8.降低价格 三、课文难句翻译 1. 原句：I'd like to express our sincere apology for the inconvenience due to our carelessness. 译文：我想就我们因粗心给您造成的不便表达真诚的歉意。 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：由于我们已经合作很久了，我们会尽最大努力为您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：即使您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（10题） 1.The company promised to ______ the goods before Friday. A. deliver B. divide C. develop D. describe 【答案】A 【解析】 【详解】deliver意为“递送”，与goods搭配，符合“周五前送达”的语境。故选A。 2.The ______ of the package was delayed by the heavy rain. A. delivery B. decision C. direction D. dictionary 【答案】A 【解析】 【详解】delivery意为“递送”，the delivery of the package表示“包裹的递送”。故选A。 3.We should find a practical ______ instead of only saying sorry. A. sentence B. solution C. selection D. situation 【答案】B 【解析】 【详解】solution意为“解决方法”，find a solution为常见搭配。故选B。 4.The manager will ______ a second delivery for the customer tomorrow. A. arrange B. argue C. avoid D. allow 【答案】A 【解析】 【详解】arrange意为“安排”，arrange a second delivery表示“安排第二次配送”。故选A。 5.The wrong address ______ caused the problem. A. sheet B. seat C. shop D. ship 【答案】A 【解析】 【详解】sheet意为“单子”，address sheet为教材核心表达。故选A。 6.We offer our ______ apology for the mistake made by our staff. A. silent B. single C. sincere D. similar 【答案】C 【解析】 【详解】sincere apology意为“真诚的道歉”，为固定搭配。故选C。 7.The shop will ______ the price by 10% to make up for the loss. A. reuse B. reduce C. return D. record 【答案】B 【解析】 【详解】reduce the price意为“降低价格”，符合赔偿语境。故选B。 8.The customer said the delay might ______ loss to his business. A. cause B. cover C. control D. complete 【答案】A 【解析】 【详解】cause loss to意为“给……造成损失”，符合语境。故选A。 9.Please ______ sure that the right leaflets arrive on time. A. make B. take C. give D. put 【答案】A 【解析】 【详解】make sure意为“确保”，为教材重点短语。故选A。 10.The problem happened ______ our carelessness, so we should take responsibility. A. because B. due to C. instead D. such as 【答案】B 【解析】 【详解】due to意为“由于；因为”，后接名词短语our carelessness。故选B。 二、阅读判断（5题） Li Hua works as an assistant in a small printing company in Changsha. Last Friday, his team received an email from a customer, Mr. Chen, who said that the leaflets delivered to his company were not the ones he had ordered. The customer needed the correct leaflets for a weekend job fair, so the delay might cause a loss to his business. Li Hua did not answer the email in a hurry. First, he checked the order number, the address sheet and the delivery record. Then he found that two companies in the same district had ordered similar leaflets on the same day. A new staff member had put the wrong address sheet on one package. Li Hua reported the problem to his manager and suggested a second delivery before noon the next day. After the manager agreed, Li Hua wrote a reply to the customer. He expressed a sincere apology, explained the cause clearly and promised that the correct leaflets would arrive before the job fair. He also arranged for a delivery man to get the wrong package back. To make up for the trouble, the company reduced the price by 15 percent and offered a small discount on the next order. Mr. Chen was still worried at first, but he accepted the solution because Li Hua was honest and patient. On Saturday morning, the correct leaflets arrived on time. From this experience, Li Hua learned that good customer service is not only about saying sorry. It is also about checking facts, taking responsibility and solving problems quickly. 11. Mr. Chen complained that the price of the leaflets was too high. 12. The problem was caused by a wrong address sheet on the package. 13. Li Hua arranged for a delivery man to get the wrong package back. 14. The company reduced the price by 50 percent to make up for the trouble. 15. The passage tells us that Mr. Chen was a teacher in a vocational school. 【答案】11. F 12. T 13. T 14. F 15. N 【导语】本文是一篇记叙文。文章讲述了李华处理宣传单错送投诉的过程，体现了客户服务中核查事实、承担责任和及时解决问题的重要性。 【11题详解】根据第一段“the leaflets delivered to his company were not the ones he had ordered”可知，陈先生投诉的是宣传单送错，而不是产品价格问题。故填F。 【12题详解】根据第二段“A new staff member had put the wrong address sheet on one package.”可知，问题由地址单贴错导致。故填T。 【13题详解】根据第三段“He also arranged for a delivery man to get the wrong package back.”可知，公司安排快递员取回错误包裹。故填T。 【14题详解】根据第三段“reduced the price by 15 percent”可知，公司降价15%，不是50%。故填F。 【15题详解】文章未提及陈先生来自哪所学校或是否是一名教师。故填N。 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（Reading and Writing 1）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（2） 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. 小册子；单张广告____ 5. n. 单子____ 6. n. 解决方法____ 7. v. 安排____ 8. adj. 真诚的____ 二、课文重点短语 1. in charge of____ 2. make sure____ 3. due to____ 4. work out a solution____ 5. cause loss to____ 6. as quickly as possible____ 7. express sincere apology____ 8. reduce the price____ 三、课文难句翻译 1. 原句：I'd like to express our sincere apology for the inconvenience due to our carelessness. 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（10题） 1.The company promised to ______ the goods before Friday. A. deliver B. divide C. develop D. describe 2.The ______ of the package was delayed by the heavy rain. A. delivery B. decision C. direction D. dictionary 3.We should find a practical ______ instead of only saying sorry. A. sentence B. solution C. selection D. situation 4.The manager will ______ a second delivery for the customer tomorrow. A. arrange B. argue C. avoid D. allow 5.The wrong address ______ caused the problem. A. sheet B. seat C. shop D. ship 6.We offer our ______ apology for the mistake made by our staff. A. silent B. single C. sincere D. similar 7.The shop will ______ the price by 10% to make up for the loss. A. reuse B. reduce C. return D. record 8.The customer said the delay might ______ loss to his business. A. cause B. cover C. control D. complete 9.Please ______ sure that the right leaflets arrive on time. A. make B. take C. give D. put 10.The problem happened ______ our carelessness, so we should take responsibility. A. because B. due to C. instead D. such as 二、阅读判断（5题） Li Hua works as an assistant in a small printing company in Changsha. Last Friday, his team received an email from a customer, Mr. Chen, who said that the leaflets delivered to his company were not the ones he had ordered. The customer needed the correct leaflets for a weekend job fair, so the delay might cause a loss to his business. Li Hua did not answer the email in a hurry. First, he checked the order number, the address sheet and the delivery record. Then he found that two companies in the same district had ordered similar leaflets on the same day. A new staff member had put the wrong address sheet on one package. Li Hua reported the problem to his manager and suggested a second delivery before noon the next day. After the manager agreed, Li Hua wrote a reply to the customer. He expressed a sincere apology, explained the cause clearly and promised that the correct leaflets would arrive before the job fair. He also arranged for a delivery man to get the wrong package back. To make up for the trouble, the company reduced the price by 15 percent and offered a small discount on the next order. Mr. Chen was still worried at first, but he accepted the solution because Li Hua was honest and patient. On Saturday morning, the correct leaflets arrived on time. From this experience, Li Hua learned that good customer service is not only about saying sorry. It is also about checking facts, taking responsibility and solving problems quickly. 11. Mr. Chen complained that the price of the leaflets was too high. 12. The problem was caused by a wrong address sheet on the package. 13. Li Hua arranged for a delivery man to get the wrong package back. 14. The company reduced the price by 50 percent to make up for the trouble. 15. The passage tells us that Mr. Chen was a teacher in a vocational school. 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 $