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** 中职英语《基础模块3》Unit 4同步练，采用课前预习-课堂检测双层次设计，通过词汇-短语-句子-语篇递进路径巩固知识，适配基础薄弱学生，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|以填空形式检测基础记忆，夯实语言能力基础| |课堂检测|词汇理解、句型应用、语篇分析|通过选择、完成句子、阅读理解提升综合应用，融入职业情境（如配送公司实践）培养思维品质|

　　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（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. n. 小册子；单张广告____ 2. n. 单子；薄片____ 3. adj. 真诚的____ 4. n. 解决方法____ 5. v. 安排____ 6. v. 提及；提到____ 7. n. 要求____ 8. v. 减少；降低____ 【答案】1. leaflet 2. sheet 3. sincere 4. solution 5. arrange 6. mention 7. request 8. reduce 二、课文重点短语 1. 由于；因为____ 2. 负责……____ 3. 确保；确定____ 4. 给……造成损失____ 5. 尽某人最大努力____ 6. 关于；至于____ 7. 尽快____ 8. 弥补____ 【答案】1. due to 2. in charge of 3. make sure 4. cause loss to 5. try one's best 6. as for 7. as quickly as possible 8. make up for 三、课文难句翻译 1. Thank you for your trust in our company. 译文：感谢您对我们公司的信任。 2. It happened that there was another company who ordered similar leaflets in the same district as your company. 译文：碰巧另有一家公司和贵公司在同一个区域订购了类似的宣传单。 3. 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，我们也会将宣传单的价格降低15%。 【课堂检测】 一、词义选择（10 题） 1. Thank you for your trust in our company after the delivery problem. A. 信托基金 B. 信任 C. 尝试 D. 交通 【答案】B 【解析】划线词为名词。trust 在本句中表示“信任”，与 in our company 构成搭配。易错点：trust 可联想到法律或金融中的“信托”，但本句是客户关系语境。 2. The manager wrote an email to express a sincere apology. A. 快递 B. 特快列车 C. 表达 D. 扩大 【答案】C 【解析】划线词为动词。express 在本句中表示“表达”，后接 apology。易错点：express 常见作名词或形容词表示“快递、特快的”，但本句考查动词含义。 3. The delay was due to the wrong address sheet on the package. A. 由于 B. 即将到期 C. 属于某人 D. 向上移动 【答案】A 【解析】划线短语为介词短语。due to 在本句中表示“由于；因为”，说明延误原因。易错点：due 单独可表示“到期的”，但 due to 作固定短语时表示原因。 4. The staff member in charge of delivery called the customer at once. A. 充电 B. 收费 C. 控告 D. 负责 【答案】D 【解析】划线词在短语 in charge of 中使用。该短语表示“负责……”。易错点：charge 的基础义容易让学生选择“充电”或“收费”，但完整短语不能拆开理解。 5. We will arrange a second delivery tomorrow morning. A. 安排 B. 排列字母 C. 争吵 D. 逃跑 【答案】A 【解析】划线词为动词。arrange 在本句中表示“安排”，与 delivery 搭配，说明重新配送。易错点：arrange 可有“整理、排列”含义，但售后处理语境中是“安排”。 6. The customer made a clear request for the right leaflets. A. 记录 B. 要求 C. 研究 D. 结果 【答案】B 【解析】划线词为名词。request 在本句中表示“要求”，for the right leaflets 是具体内容。易错点：不要把 re- 开头词误判为 record 或 research。 7. The company decided to reduce the price by 15%. A. 重建 B. 介绍 C. 降低 D. 复制 【答案】C 【解析】划线词为动词。reduce 在本句中表示“减少；降低”，by 15% 是数量线索。易错点：reduce 在生活中常用于“减肥”，但价格语境中指“降价”。 8. The worker put the wrong address sheet on the package. A. 床单 B. 表格软件 C. 纸张；单子 D. 鞋子 【答案】C 【解析】划线词为名词。sheet 在本句中表示“单子；纸张”，用于包裹地址信息。易错点：sheet 的日常基础义常是“床单”，但本句不是卧室场景。 9. The wrong delivery may cause loss to the customer's business. A. 给……造成损失 B. 迷路到…… C. 失去兴趣 D. 加快速度 【答案】A 【解析】划线短语表示“给……造成损失”，business 是受影响对象。易错点：loss 容易被孤立理解为“丢失”，但短语整体强调经济损失。 10. The company promised to give a 5% discount on future orders. A. 讨论 B. 距离 C. 折扣 D. 展示 【答案】C 【解析】划线词为名词。discount 在本句中表示“折扣”，5% 是明显价格线索。易错点：dis- 开头并不都表示否定含义，应结合价格语境判断。 二、根据汉语提示完成句子（5 题） 11. ________________________（由于这是我们的失误）, we will pay for the loss. 【答案】Since it is our fault 【详解】考查 since 引导原因状语从句。空处表示原因，句子用陈述语序；fault 表示“过失”。易错点：不能写成 because of it is our fault。 12. We will arrange another delivery ________________________（以便你明天收到正确的宣传单）. 【答案】so that you can receive the right leaflets tomorrow 【详解】考查 so that 引导目的状语从句。so that 后接完整句子，can 表示目的和可能性。易错点：不能把 so that 后误接动词原形。 13. ________________________（即使你没有提出这个要求）, we will reduce the price. 【答案】Even though you didn't make this request 【详解】考查 even though 引导让步状语从句。主句表示仍会降价，从句表示让步条件。易错点：even though 后面要接完整句子。 14. Please write down the order number ________________________（以便我们能核对信息）. 【答案】so that we can check the information 【详解】考查目的状语从句和动词 check。so that 表示“以便”，check the information 表示“核对信息”。易错点：不要把 check 写成名词形式。 15. The staff member ________________________（负责配送的）found the problem quickly. 【答案】in charge of delivery 【详解】考查固定短语。in charge of 表示“负责……”，delivery 作介词宾语。易错点：短语中 charge 不能按“充电”理解。 三、阅读理解（5 题） Lin Tao is a student in a vocational school in Guangzhou. Last month, his class had a one-day practice in a small delivery company. Their teacher told them that good customer service was not only about speaking politely. It was also about finding a useful solution when a problem happened. Before the practice, Lin Tao thought delivery work was simple, but he soon changed his mind. On the first morning, Lin Tao helped answer phone calls. A customer said that her leaflets were delivered to the wrong company. She sounded worried because the leaflets were needed for an important sale the next day. Lin Tao did not argue with her. He wrote down the order number, the address, and the customer's request carefully. Then he reported the problem to the worker in charge of delivery. He also repeated the key information to make sure there was no new mistake. The worker checked the system and found the cause. There were two companies with similar names in the same district, and a wrong address sheet was put on the package. The company arranged a second delivery at once. It also reduced the price by ten percent to make up for the customer's loss. Lin Tao sent an email to express a sincere apology and explained the solution clearly. The email was short, but every sentence was useful and polite. In the afternoon, the customer called again. She said she had received the right leaflets and thanked the company for its quick action. Lin Tao learned an important lesson from the experience. Mistakes may happen in service work, but a responsible attitude can help win trust again. He decided to be more careful in future vocational practice. 16. Where did Lin Tao have his one-day practice? A. In a restaurant. B. In a delivery company. C. In a phone shop. D. In a hotel. 【答案】B 【解析】考点：细节理解题。定位原文第 1 段第 2 句，Lin Tao's class had a one-day practice in a small delivery company。易错点：不要被后文 phone calls 误导为手机店。 17. What problem did the customer report? A. The price was too high. B. The worker was late for class. C. The leaflets were delivered to the wrong company. D. The sale was cancelled. 【答案】C 【解析】考点：细节理解题。定位原文第 2 段第 2 句，顾客说明 leaflets were delivered to the wrong company。易错点：不要把“重要促销”误判为促销取消。 18. What did Lin Tao do first after hearing the complaint? A. He wrote down key information. B. He reduced the price. C. He sent the package himself. D. He argued with the customer. 【答案】A 【解析】考点：事件顺序题。定位原文第 2 段，Lin Tao 先记录订单号、地址和顾客要求，再报告给负责人。易错点：价格补偿是后续处理，不是第一步。 19. Why did the wrong delivery happen? A. The customer gave no address. B. The leaflets were not ready. C. The system was broken all day. D. A wrong address sheet was put on the package. 【答案】D 【解析】考点：细节理解题。定位原文第 3 段第 2 句，a wrong address sheet was put on the package。易错点：不要把 two companies with similar names 当作唯一原因。 20. Which is the best title for the text? A. A Busy Sale in Guangzhou B. A Lesson in Good Customer Service C. A New School Rule D. A Trip to a Printing Factory 【答案】B 【解析】考点：最佳标题题。全文围绕林涛在配送公司实践中学习如何处理客户投诉展开，核心是优质客户服务。易错点：不要只抓 leaflets 或 Guangzhou 等局部信息。 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（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. n. 小册子；单张广告____ 2. n. 单子；薄片____ 3. adj. 真诚的____ 4. n. 解决方法____ 5. v. 安排____ 6. v. 提及；提到____ 7. n. 要求____ 8. v. 减少；降低____ 二、课文重点短语 1. 由于；因为____ 2. 负责……____ 3. 确保；确定____ 4. 给……造成损失____ 5. 尽某人最大努力____ 6. 关于；至于____ 7. 尽快____ 8. 弥补____ 三、课文难句翻译 1. Thank you for your trust in our company. 2. It happened that there was another company who ordered similar leaflets in the same district as your company. 3. Even though you didn't express such a request, we will reduce the price of the leaflets by 15%. 【课堂检测】 一、词义选择（10 题） 1. Thank you for your trust in our company after the delivery problem. A. 信托基金 B. 信任 C. 尝试 D. 交通 2. The manager wrote an email to express a sincere apology. A. 快递 B. 特快列车 C. 表达 D. 扩大 3. The delay was due to the wrong address sheet on the package. A. 由于 B. 即将到期 C. 属于某人 D. 向上移动 4. The staff member in charge of delivery called the customer at once. A. 充电 B. 收费 C. 控告 D. 负责 5. We will arrange a second delivery tomorrow morning. A. 安排 B. 排列字母 C. 争吵 D. 逃跑 6. The customer made a clear request for the right leaflets. A. 记录 B. 要求 C. 研究 D. 结果 7. The company decided to reduce the price by 15%. A. 重建 B. 介绍 C. 降低 D. 复制 8. The worker put the wrong address sheet on the package. A. 床单 B. 表格软件 C. 纸张；单子 D. 鞋子 9. The wrong delivery may cause loss to the customer's business. A. 给……造成损失 B. 迷路到…… C. 失去兴趣 D. 加快速度 10. The company promised to give a 5% discount on future orders. A. 讨论 B. 距离 C. 折扣 D. 展示 二、根据汉语提示完成句子（5 题） 11. ________________________（由于这是我们的失误）, we will pay for the loss. 12. We will arrange another delivery ________________________（以便你明天收到正确的宣传单）. 13. ________________________（即使你没有提出这个要求）, we will reduce the price. 14. Please write down the order number ________________________（以便我们能核对信息）. 15. The staff member ________________________（负责配送的）found the problem quickly. 三、阅读理解（5 题） Lin Tao is a student in a vocational school in Guangzhou. Last month, his class had a one-day practice in a small delivery company. Their teacher told them that good customer service was not only about speaking politely. It was also about finding a useful solution when a problem happened. Before the practice, Lin Tao thought delivery work was simple, but he soon changed his mind. On the first morning, Lin Tao helped answer phone calls. A customer said that her leaflets were delivered to the wrong company. She sounded worried because the leaflets were needed for an important sale the next day. Lin Tao did not argue with her. He wrote down the order number, the address, and the customer's request carefully. Then he reported the problem to the worker in charge of delivery. He also repeated the key information to make sure there was no new mistake. The worker checked the system and found the cause. There were two companies with similar names in the same district, and a wrong address sheet was put on the package. The company arranged a second delivery at once. It also reduced the price by ten percent to make up for the customer's loss. Lin Tao sent an email to express a sincere apology and explained the solution clearly. The email was short, but every sentence was useful and polite. In the afternoon, the customer called again. She said she had received the right leaflets and thanked the company for its quick action. Lin Tao learned an important lesson from the experience. Mistakes may happen in service work, but a responsible attitude can help win trust again. He decided to be more careful in future vocational practice. 16. Where did Lin Tao have his one-day practice? A. In a restaurant. B. In a delivery company. C. In a phone shop. D. In a hotel. 17. What problem did the customer report? A. The price was too high. B. The worker was late for class. C. The leaflets were delivered to the wrong company. D. The sale was cancelled. 18. What did Lin Tao do first after hearing the complaint? A. He wrote down key information. B. He reduced the price. C. He sent the package himself. D. He argued with the customer. 19. Why did the wrong delivery happen? A. The customer gave no address. B. The leaflets were not ready. C. The system was broken all day. D. A wrong address sheet was put on the package. 20. Which is the best title for the text? A. A Busy Sale in Guangzhou B. A Lesson in Good Customer Service C. A New School Rule D. A Trip to a Printing Factory 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 $