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** 基于中职学情设计“课前预习-课堂检测”分层练习，从词汇短语到语篇应用，构建基础巩固与能力提升路径，适配同步教学，助力语言能力与学习能力发展。 **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|通过词汇拼写、短语匹配、句子翻译考查单一知识点，夯实语言基础| |课堂检测|词汇语境理解、语篇综合应用|以词义选择（句子语境）、完形填空（语篇情境）实现从基础到综合进阶，培养语言应用能力|

　　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》，打造广东专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练，完全对接广东对口升学考法。 　　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. n. 冒犯；违法行为____ 2. n. 压力____ 3. n. 最后期限____ 4. n. 交易；讨价还价____ 5. n. 谈判____ 6. adj. 寡言少语的；内敛的____ 7. v. 安排时间；预定____ 8. n. 安排____ 【答案】1. offence 2. pressure 3. deadline 4. bargaining 5. negotiation 6. reserved 7. schedule 8. arrangement 二、课文重点短语 1. 做生意____ 2. 供你参考____ 3. 被期望做某事____ 4. 分发____ 5. 最后但同样重要的是____ 6. 准备好做某事____ 7. 高度重视____ 8. 提前____ 【答案】1. conduct business 2. for your reference 3. be expected to do sth. 4. hand out 5. last but not least 6. be prepared to do sth. 7. place a high value on 8. ahead 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：要在世界各地开展业务，你需要了解不同国家的商业文化。 2. Small talk is considered particularly important at the beginning of a meeting. 译文：在会议开始时，闲聊被认为特别重要。 3. If you're scheduling a meeting in the Philippines, it's common to make arrangements as far as a month ahead. 译文：如果你在菲律宾安排会议，提前一个月进行安排是很常见的。 【课堂检测】 一、词义选择（10 题） 1. To conduct business in another country, we need to learn its culture first. A. 指挥乐队 B. 传导热量 C. 开展 D. 清洗 【答案】C 【解析】划线词为动词。conduct 在本句中表示“开展；进行”，与 business 搭配。易错点：conduct 的基础义可联想到“指挥、传导”，但商务语境中表示开展业务。 2. These rules are given for your reference before the meeting. A. 参考 B. 推荐人 C. 拒绝 D. 修理 【答案】A 【解析】划线词为名词。reference 在本句中表示“参考”，for your reference 是固定表达。易错点：reference 也可指“推荐人”，但本句是资料用途。 3. Being late is an offence in some business cultures. A. 进攻 B. 冒犯 C. 办公室 D. 机会 【答案】B 【解析】划线词为名词。offence 在本句中表示“冒犯；失礼行为”，与 being late 呼应。易错点：offence 在体育或军事中可联想到“进攻”，但这里是礼仪语境。 4. Turkish business people do not like pressure and deadlines. A. 压力 B. 气压表 C. 赞扬 D. 图片 【答案】A 【解析】划线词为名词。pressure 在本句中表示“压力”，与 deadlines 并列。易错点：pressure 可指物理“压力、气压”，但商务语境中指心理或时间压力。 5. Be prepared to meet several times before the actual negotiation stage. A. 导航 B. 通知 C. 谈判 D. 毕业 【答案】C 【解析】划线词为名词。negotiation 在本句中表示“谈判”，与 business meeting 语境一致。易错点：不要根据词形误选 navigation“导航”。 6. In France, you are expected to act in a reserved manner at business meetings. A. 预订的 B. 保留的 C. 内敛的 D. 拥挤的 【答案】C 【解析】划线词为形容词。reserved 在本句中表示“内敛的；寡言少语的”，修饰 manner。易错点：reserve 的基础义是“预订；保留”，但形容人或举止时表示内敛。 7. Filipinos place a high value on trust in business. A. 把高价放在……上 B. 高度重视 C. 测量高度 D. 搬到高处 【答案】B 【解析】划线短语表示“高度重视”。trust 是被重视的对象。易错点：不能逐词直译 place 和 high value，应按固定短语整体理解。 8. We need to schedule the meeting one month ahead. A. 课程表 B. 安排时间 C. 拖延 D. 打印 【答案】B 【解析】划线词为动词。schedule 在本句中表示“安排时间；预定”，后接 the meeting。易错点：schedule 作名词常表示“日程表”，本句作动词。 9. Please hand out the proposal copies before the meeting starts. A. 伸出手 B. 上交 C. 分发 D. 闲逛 【答案】C 【解析】划线短语为动词短语。hand out 在本句中表示“分发”，copies 是被分发物。易错点：不要把 hand 单独理解为“手”。 10. The report gives possible solutions to the customers' complaints. A. 溶液 B. 解决办法 C. 位置 D. 声音 【答案】B 【解析】划线词为名词。solutions 在本句中表示“解决办法”，与 complaints 搭配。易错点：solution 在科学语境中可指“溶液”，但服务投诉语境中指解决方案。 二、完形填空（15 空） Last month, our school worked with a local company to study customer complaints. At first, many students thought complaints were only 11. ____. However, our teacher told us that a complaint could help a company find its problem and improve its service. She also said that a good worker should listen first and answer later. This idea made us look at the task more seriously. Our group read three emails from customers. One customer said the goods arrived late. Another said the package was 12. ____ during delivery. The third customer was unhappy because the price on the website was different from the price on the receipt. We wrote down the key facts carefully 13. ____ we could understand each case clearly. Then we checked the receipt and address sheet 14. ____. These details helped us see what each customer really needed. Then we discussed possible solutions. For the late delivery, we advised the company to make a sincere 15. ____ and arrange another delivery 16. ____. For the damaged goods, we suggested that the company should 17. ____ them for new ones. For the price difference, we thought the company should reduce the price and give a small 18. ____. Even though these solutions might cost money, they could help win customers' 19. ____. Our teacher reminded us that trust is often more valuable than a little money. Finally, we wrote a short report. We said that good service needed patience, honesty, and quick action. If workers only tried to hide mistakes, customers would feel 20. ____. Since every business depends on customers, companies must take complaints 21. ____. Through this group task, we learned that professional ethics are not empty words. They should be shown in every call, every email, and every 22. ____. Future workers should be 23. ____ for every small task. Good complaints can help companies 24. ____ their service, so workers should keep a clear 25. ____ of each case. 11. A. useful B. terrible C. polite D. simple 【答案】B 【解析】考点：形容词辨析。前文 many students thought complaints were only... 表示学生最初认为投诉很糟糕，terrible 符合语境。易错点：不要被后文 improve service 误选 useful，那是老师纠正后的观点。 12. A. damaged B. honest C. local D. patient 【答案】A 【解析】考点：形容词辨析。during delivery 说明包裹在配送过程中受损，damaged 表示“损坏的”。易错点：honest 和 patient 形容人，不符合 package。 13. A. even though B. unless C. so that D. before 【答案】C 【解析】考点：目的状语从句。记录关键信息的目的是理解案例，so that 表示“以便”。易错点：even though 表让步，不符合逻辑。 14. A. loudly B. heavily C. nearly D. carefully 【答案】D 【解析】考点：副词辨析。核对收据和地址单应“仔细地”进行，carefully 符合语境。易错点：不要只看动词 checked 就选择无关副词。 15. A. order B. apology C. meeting D. culture 【答案】B 【解析】考点：名词辨析。迟送货后应真诚道歉，make a sincere apology 为常用表达。易错点：不要只根据 delivery 选择 order。 16. A. quickly B. sadly C. loudly D. cheaply 【答案】A 【解析】考点：副词辨析。处理延误投诉应尽快重新配送，quickly 符合服务补救语境。易错点：cheaply 与价格有关，不修饰 delivery 的服务速度。 17. A. mention B. reduce C. exchange D. schedule 【答案】C 【解析】考点：动词辨析。货物损坏时建议换新，exchange them for new ones 符合售后语境。易错点：reduce 通常搭配 price，不搭配 damaged goods。 18. A. pressure B. discount C. offence D. deadline 【答案】B 【解析】考点：名词辨析。价格差异问题可通过降价和折扣处理，discount 表示“折扣”。易错点：pressure 和 deadline 与价格补偿无关。 19. A. address B. battery C. trust D. screen 【答案】C 【解析】考点：名词辨析。合理解决问题能赢得客户信任，trust 符合语境。易错点：address、battery、screen 是具体物品或信息，不是服务目标。 20. A. respected B. unhappy C. prepared D. reserved 【答案】B 【解析】考点：形容词辨析。员工隐藏错误会让顾客不高兴，unhappy 符合语境。易错点：respected 与前文 hide mistakes 逻辑相反。 21. A. slowly B. seriously C. loudly D. early 【答案】B 【解析】考点：副词辨析。take complaints seriously 表示“认真对待投诉”。易错点：early 与时间有关，不能表达态度。 22. A. product B. promise C. action D. receipt 【答案】C 【解析】考点：名词辨析。professional ethics 应体现在每一次电话、邮件和行动中，action 概括性最强。易错点：receipt 只是售后凭证，不能概括职业伦理实践。 23. A. salty B. blank C. similar D. responsible 【答案】D 【解析】考点：形容词辨析。be responsible for 表示“对……负责”，符合未来职业工作者应有态度。易错点：blank 常用于屏幕或空白处，不可形容责任态度。 24. A. improve B. forget C. refuse D. hide 【答案】A 【解析】考点：动词辨析。投诉能帮助公司改进服务，improve their service 符合全文主旨。易错点：hide 与前文反面做法一致，不是正确处理方式。 25. A. leaf B. meal C. record D. camera 【答案】C 【解析】考点：名词辨析。keep a clear record of each case 表示“清楚记录每个案例”，符合投诉处理流程。易错点：receipt 是收据，record 才是处理记录。 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》，打造广东专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练，完全对接广东对口升学考法。 　　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. n. 冒犯；违法行为____ 2. n. 压力____ 3. n. 最后期限____ 4. n. 交易；讨价还价____ 5. n. 谈判____ 6. adj. 寡言少语的；内敛的____ 7. v. 安排时间；预定____ 8. n. 安排____ 二、课文重点短语 1. 做生意____ 2. 供你参考____ 3. 被期望做某事____ 4. 分发____ 5. 最后但同样重要的是____ 6. 准备好做某事____ 7. 高度重视____ 8. 提前____ 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. Small talk is considered particularly important at the beginning of a meeting. 3. If you're scheduling a meeting in the Philippines, it's common to make arrangements as far as a month ahead. 【课堂检测】 一、词义选择（10 题） 1. To conduct business in another country, we need to learn its culture first. A. 指挥乐队 B. 传导热量 C. 开展 D. 清洗 2. These rules are given for your reference before the meeting. A. 参考 B. 推荐人 C. 拒绝 D. 修理 3. Being late is an offence in some business cultures. A. 进攻 B. 冒犯 C. 办公室 D. 机会 4. Turkish business people do not like pressure and deadlines. A. 压力 B. 气压表 C. 赞扬 D. 图片 5. Be prepared to meet several times before the actual negotiation stage. A. 导航 B. 通知 C. 谈判 D. 毕业 6. In France, you are expected to act in a reserved manner at business meetings. A. 预订的 B. 保留的 C. 内敛的 D. 拥挤的 7. Filipinos place a high value on trust in business. A. 把高价放在……上 B. 高度重视 C. 测量高度 D. 搬到高处 8. We need to schedule the meeting one month ahead. A. 课程表 B. 安排时间 C. 拖延 D. 打印 9. Please hand out the proposal copies before the meeting starts. A. 伸出手 B. 上交 C. 分发 D. 闲逛 10. The report gives possible solutions to the customers' complaints. A. 溶液 B. 解决办法 C. 位置 D. 声音 二、完形填空（15 空） Last month, our school worked with a local company to study customer complaints. At first, many students thought complaints were only 11. ____. However, our teacher told us that a complaint could help a company find its problem and improve its service. She also said that a good worker should listen first and answer later. This idea made us look at the task more seriously. Our group read three emails from customers. One customer said the goods arrived late. Another said the package was 12. ____ during delivery. The third customer was unhappy because the price on the website was different from the price on the receipt. We wrote down the key facts carefully 13. ____ we could understand each case clearly. Then we checked the receipt and address sheet 14. ____. These details helped us see what each customer really needed. Then we discussed possible solutions. For the late delivery, we advised the company to make a sincere 15. ____ and arrange another delivery 16. ____. For the damaged goods, we suggested that the company should 17. ____ them for new ones. For the price difference, we thought the company should reduce the price and give a small 18. ____. Even though these solutions might cost money, they could help win customers' 19. ____. Our teacher reminded us that trust is often more valuable than a little money. Finally, we wrote a short report. We said that good service needed patience, honesty, and quick action. If workers only tried to hide mistakes, customers would feel 20. ____. Since every business depends on customers, companies must take complaints 21. ____. Through this group task, we learned that professional ethics are not empty words. They should be shown in every call, every email, and every 22. ____. Future workers should be 23. ____ for every small task. Good complaints can help companies 24. ____ their service, so workers should keep a clear 25. ____ of each case. 11. A. useful B. terrible C. polite D. simple 12. A. damaged B. honest C. local D. patient 13. A. even though B. unless C. so that D. before 14. A. loudly B. heavily C. nearly D. carefully 15. A. order B. apology C. meeting D. culture 16. A. quickly B. sadly C. loudly D. cheaply 17. A. mention B. reduce C. exchange D. schedule 18. A. pressure B. discount C. offence D. deadline 19. A. address B. battery C. trust D. screen 20. A. respected B. unhappy C. prepared D. reserved 21. A. slowly B. seriously C. loudly D. early 22. A. product B. promise C. action D. receipt 23. A. salty B. blank C. similar D. responsible 24. A. improve B. forget C. refuse D. hide 25. A. leaf B. meal C. record D. camera 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 $