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** 江苏专用中职英语《基础模块3》Unit4同步练，通过“课前预习+课堂检测”分层设计，构建“词汇-短语-句子-语篇”渐进式知识巩固路径，适配学情提升语言应用能力。 **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、基础句型|8词8短语3句翻译，聚焦记忆与理解，夯实语言能力基础| |课堂检测|词汇应用、语篇理解|10题单选强化词汇辨析，10空完形深化语境分析，提升思维品质与综合应用|

　　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》，打造江苏专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练，完全对接江苏对口升学考法。 　　本卷为《英语 基础模块 3》（高教版第三版）Unit 4 Customer Service（一课一练（5） 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.n. 耐心____ 2.n. 道歉____ 3.v. 提及；提到____ 4.n. 要求____ 5.v. 减少；降低____ 6.n. 真诚____ 7.v. 许诺；承诺____ 8.n. 解决方法____ 二、课文重点短语 1.be well prepared for____ 2.small talk____ 3.be on time____ 4.place a high value on____ 5.make arrangements____ 6.be responsible for____ 7.write down the key content____ 8.give possible solutions____ 三、课文难句翻译 1.To conduct business around the world, you need to know the business cultures in different countries. 2.Turkish business people do not like pressure and deadlines. 3.Filipinos place a high value on trust and believe that good things come to those who practice patience. 【课堂检测】 一、词汇单选（10 题） 1.A good customer service worker should have enough ______ when customers speak angrily. A. pressure B. patience C. package D. passage 2.The manager asked us to ______ down the key content of each complaint. A. write B. ride C. rise D. risk 3.The hotel should be ______ for the trouble because the service problem happened there. A. reasonable B. regional C. responsible D. respectful 4.Before meeting foreign partners, we should learn about their business ______. A. customs B. customers C. causes D. cultures 5.The company made a clear ______ that it would deliver the goods before Friday. A. promise B. process C. product D. project 6.The shop decided to ______ the price after the delayed delivery caused trouble. A. repair B. reduce C. repeat D. refuse 7.The worker gave a full ______ after finding that the wrong goods were sent out. A. advantage B. agreement C. apology D. activity 8.The team discussed the complaint and offered two possible ______. A. surveys B. services C. schedules D. solutions 9.If you have a special ______, please write it clearly in your email. A. request B. receipt C. repair D. reason 10.The customer's words ______ a serious problem in our delivery process. A. measured B. mentioned C. managed D. missed 二、完形填空（10 空） When Mei worked as a trainee in a hotel, she thought customer service was only about saying welcome and goodbye. One Saturday evening, a guest came to the front desk with an angry face. He said there was no hot water in his room, and he had already waited for half an hour. Mei felt nervous, but she remembered the training rule: listen first and speak later. She apologized for the __1__ and wrote down the room number. Then she called the repair team __2__ they could check the water system at once. While the guest was waiting, Mei offered him a cup of tea and explained each step __3__. Although the problem was not caused by her, she knew the hotel was __4__ for the service experience. She did not make excuses or blame others. Twenty minutes later, the repair worker found that a small part in the water heater was __5__. The hotel arranged another room for the guest and __6__ the room price by 15%. Mei also gave him a card with the manager's phone number __7__ he needed more help. The guest finally smiled and said, “Your hotel made a mistake, but your attitude is __8__.” From this experience, Mei understood that good service means more than solving a technical problem. It means respecting people, keeping __9__, and turning a complaint into a chance to build __10__. 1.A. introduction B. information C. invitation D. inconvenience 2.A. even if B. so that C. since D. unless 3.A. quickly B. suddenly C. clearly D. secretly 4.A. responsible B. ready C. famous D. late 5.A. bright B. free C. safe D. broken 6.A. raised B. reduced C. received D. recorded 7.A. in case B. as if C. even though D. as soon as 8.A. personal B. traditional C. professional D. international 9.A. mistakes B. promises C. secrets D. orders 10.A. trouble B. pressure C. trust D. noise 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》，打造江苏专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练，完全对接江苏对口升学考法。 　　本卷为《英语 基础模块 3》（高教版第三版）Unit 4 Customer Service（一课一练（5） 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.n. 耐心____ 2.n. 道歉____ 3.v. 提及；提到____ 4.n. 要求____ 5.v. 减少；降低____ 6.n. 真诚____ 7.v. 许诺；承诺____ 8.n. 解决方法____ 【答案】1.patience 2.apology 3.mention 4.request 5.reduce 6.sincerity 7.promise 8.solution 二、课文重点短语 1.be well prepared for____ 2.small talk____ 3.be on time____ 4.place a high value on____ 5.make arrangements____ 6.be responsible for____ 7.write down the key content____ 8.give possible solutions____ 【答案】1.为……做好充分准备；2.闲聊；寒暄；3.准时；4.高度重视；5.做安排；6.对……负责；7.写下关键信息；8.给出可能的解决方案 三、课文难句翻译 1.To conduct business around the world, you need to know the business cultures in different countries. 译文：要在世界各地开展商务活动，你需要了解不同国家的商务文化。 2.Turkish business people do not like pressure and deadlines. 译文：土耳其商人不喜欢压力和最后期限。 3.Filipinos place a high value on trust and believe that good things come to those who practice patience. 译文：菲律宾人高度重视信任，并相信好事会降临到有耐心的人身上。 【课堂检测】 一、词汇单选（10 题） 1.A good customer service worker should have enough ______ when customers speak angrily. A. pressure B. patience C. package D. passage 【答案】B 【解析】考点：名词词义辨析。patience 意为“耐心”，符合客服面对生气顾客的语境。pressure“压力”，package“包裹”，passage“文章”。故选 B。 2.The manager asked us to ______ down the key content of each complaint. A. write B. ride C. rise D. risk 【答案】A 【解析】考点：动词短语。write down 表示“写下；记录”。本题易错点：形近词干扰。故选 A。 3.The hotel should be ______ for the trouble because the service problem happened there. A. reasonable B. regional C. responsible D. respectful 【答案】C 【解析】考点：形容词搭配。be responsible for 意为“对……负责”。reasonable“合理的”，regional“地区的”，respectful“尊重的”。故选 C。 4.Before meeting foreign partners, we should learn about their business ______. A. customs B. customers C. causes D. cultures 【答案】D 【解析】考点：名词语境辨析。business cultures 表示“商务文化”，契合跨文化商务主题。customers 是“顾客”，容易因形近误选。故选 D。 5.The company made a clear ______ that it would deliver the goods before Friday. A. promise B. process C. product D. project 【答案】A 【解析】考点：名词词义辨析。promise 意为“承诺”，与 deliver before Friday 构成具体承诺。故选 A。 6.The shop decided to ______ the price after the delayed delivery caused trouble. A. repair B. reduce C. repeat D. refuse 【答案】B 【解析】考点：动词词义辨析。reduce the price 表示“降低价格”。repair“修理”，repeat“重复”，refuse“拒绝”。故选 B。 7.The worker gave a full ______ after finding that the wrong goods were sent out. A. advantage B. agreement C. apology D. activity 【答案】C 【解析】考点：名词词义辨析。apology 意为“道歉”，符合错发货后的处理。故选 C。 8.The team discussed the complaint and offered two possible ______. A. surveys B. services C. schedules D. solutions 【答案】D 【解析】考点：名词词义辨析。solution 表示“解决方法”，two possible solutions 为常见搭配。故选 D。 9.If you have a special ______, please write it clearly in your email. A. request B. receipt C. repair D. reason 【答案】A 【解析】考点：名词词义辨析。request 意为“要求；请求”。receipt 是“收据”，repair 是“修理”，reason 是“原因”。故选 A。 10.The customer's words ______ a serious problem in our delivery process. A. measured B. mentioned C. managed D. missed 【答案】B 【解析】考点：动词词义辨析。mention 表示“提及”，符合顾客话语中指出问题的语境。故选 B。 二、完形填空（10 空） When Mei worked as a trainee in a hotel, she thought customer service was only about saying welcome and goodbye. One Saturday evening, a guest came to the front desk with an angry face. He said there was no hot water in his room, and he had already waited for half an hour. Mei felt nervous, but she remembered the training rule: listen first and speak later. She apologized for the __1__ and wrote down the room number. Then she called the repair team __2__ they could check the water system at once. While the guest was waiting, Mei offered him a cup of tea and explained each step __3__. Although the problem was not caused by her, she knew the hotel was __4__ for the service experience. She did not make excuses or blame others. Twenty minutes later, the repair worker found that a small part in the water heater was __5__. The hotel arranged another room for the guest and __6__ the room price by 15%. Mei also gave him a card with the manager's phone number __7__ he needed more help. The guest finally smiled and said, “Your hotel made a mistake, but your attitude is __8__.” From this experience, Mei understood that good service means more than solving a technical problem. It means respecting people, keeping __9__, and turning a complaint into a chance to build __10__. 1.A. introduction B. information C. invitation D. inconvenience 2.A. even if B. so that C. since D. unless 3.A. quickly B. suddenly C. clearly D. secretly 4.A. responsible B. ready C. famous D. late 5.A. bright B. free C. safe D. broken 6.A. raised B. reduced C. received D. recorded 7.A. in case B. as if C. even though D. as soon as 8.A. personal B. traditional C. professional D. international 9.A. mistakes B. promises C. secrets D. orders 10.A. trouble B. pressure C. trust D. noise 【答案】1.D 2.B 3.C 4.A 5.D 6.B 7.A 8.C 9.B 10.C 【解析】1.inconvenience 表示“不便”，apologize for the inconvenience 为投诉处理常用表达。 2.so that 引导目的状语从句，说明打电话给维修队的目的。 3.clearly 修饰 explained，表示“清楚地解释”。 4.be responsible for 表示“对……负责”。 5.broken 表示热水器部件坏了。 6.reduce the price 表示“降低价格”。 7.in case 表示“以防”，给电话号码是为了顾客可能需要更多帮助。 8.professional 表示“专业的”，与态度评价相符。 9.keep promises 表示“信守承诺”。 10.build trust 表示“建立信任”，呼应文章主题。 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 $