Unit 4 Customer Service（A卷·基础巩固）《英语 基础模块3》（高教版第三版）单元过关卷（原卷版+解析版）

**基本信息** 紧扣《英语 基础模块3》Unit 4核心考点，以客服真实情境为载体，通过基础巩固题型系统训练语言理解与表达能力，适配单元复习需求，助力学生构建客服知识网络。 **题型特征** |题型|题量/分值|知识覆盖|命题特色| |----|-----------|----------|----------| |情景交际|15小题/20分|客服投诉、道歉等交际用语|选用真实投诉对话（如手表故障、尺寸错误），考查语言理解与表达能力| |阅读理解|20小题/40分|投诉处理流程、跨文化服务差异|融入校园商店改进案例、跨国客服邮件，培养问题分析与思维品质| |完形填空|10小题/10分|客服问题解决词汇|以在线商店投诉案例为线索，考查责任、解决方案等核心词汇| |语法填空|10小题/10分|时态、非谓语等语法|结合手表维修场景，训练语法在客服情境中的应用| |书面表达|1题/20分|投诉回复邮件撰写|要求撰写保修台灯投诉回复，综合考查语言组织与服务意识，体现学习能力与文化意识|

编写说明：本套试卷紧扣《英语 基础模块3》（高教版第三版）教材，以教材单元为基准精准覆盖核心考点。 每个单元设置AB卷，A卷为基础巩固卷，侧重基础考点训练，帮助学生扎实掌握知识要点；B卷为能力提升卷，注重知识整合与全面检测，引导学生构建知识网络。全书设计4份综合测试卷，模拟实战情境，聚焦解题能力突破，全面提升应试能力与知识应用水平。 《英语 基础模块3》（高教版第三版）《单元过关卷》 Unit 4 Customer Service A卷·基础巩固 考试时间：120分钟 满分：100分 班级_____姓名_____学号_____成绩_____ 一、情景交际（共15小题；满分20分） 第一节 读下列10个短对话，从题后所给的 A、B、C、D 四个选项中选出可以填入空白处的最佳选项。（共10小题，每小题1分，满分10分） 1. —Excuse me, I would like to make a complaint about the sports watch I bought last week. —_______. Could you tell me what the problem is? A. Never mind. You can buy another one. B. I'm sorry for the inconvenience caused. C. It is not our department's problem. D. You should read the advertisement first. 【答案】B 【详解】考查投诉回应。顾客提出投诉时，服务人员应先道歉并询问问题，B项符合职业服务礼仪。 2. —The screen is blank even though I charged the phone for a whole night. —_______. We will check the battery immediately. A. That sounds like a possible battery problem. B. You must have broken the receipt. C. The color of the phone is popular. D. The price has been reduced by 15%. 【答案】A 【详解】考查问题判断。前句说明充电后仍黑屏，A项能自然承接并引出检查电池。 3. —Would you please show me your receipt so that we can check whether it is still under guarantee? —_______. A. I want to make a complaint. B. It happened that I came early. C. Sure. Here you are. D. Please reduce the price. 【答案】C 【详解】考查请求回应。对方要求出示收据，应回答“Sure. Here you are.”。 4. —The wrong size was delivered to me yesterday, and I need it for a school activity tomorrow. —_______. We can exchange it for you today. A. I'm afraid you cannot mention it. B. Thanks for your patience. C. The activity sounds interesting. D. We apologize for the mistake. 【答案】D 【详解】考查处理投诉。错误尺码属于商家服务问题，应先道歉并提出调换方案，D项最恰当。 5. —Can I get a refund for this desk lamp? It stopped working after two days. —_______. But may I check your order number first? A. We will see what solution is possible. B. You should charge it every week. C. The delivery man is not in charge. D. It is always difficult to be sincere. 【答案】A 【详解】考查售后沟通。顾客要求退款，服务人员应先说明会寻找解决办法，再核对信息。 6. —I'm calling to complain that there was no hot water in my hotel room again. —_______. I will arrange a repair worker to go there at once. A. You may send out the goods later. B. I understand your problem and I am sorry. C. You should make a leaflet first. D. The battery is still under guarantee. 【答案】B 【详解】考查酒店服务场景。B项先表达理解和歉意，再与后文安排维修衔接。 7. —The leaflets for another company were delivered to our office by mistake. —_______. We will send the right leaflets tomorrow morning. A. Could you bargain with them first? B. There is no need to check the address. C. We are responsible for the mistake. D. You are expected to be late. 【答案】C 【详解】考查责任表达。快递错投后服务方应承认责任并提出补救，C项符合语境。 8. —Because of the delayed delivery, we may lose several important customers. —_______. To make up for the loss, we will reduce the price by 15%. A. We are sorry for the trouble caused. B. The goods arrived earlier than expected. C. You should avoid all business meetings. D. Your request is not mentioned. 【答案】A 【详解】考查补偿沟通。后文提出降价补偿，前句应为道歉，A项正确。 9. —Thank you for exchanging a new watch for me so quickly. —_______. Please check it and sign your name here. A. It is too salty. B. It's my pleasure. C. I need a refund. D. You caused the loss. 【答案】B 【详解】考查服务结束语。顾客致谢后，服务人员应用“It’s my pleasure.”礼貌回应。 10. —When doing business in China, should I arrive on time for a meeting? —_______. Being late is considered impolite in Chinese business culture. A. Yes, being well prepared and punctual is important. B. No, pressure is always welcome. C. Yes, but you should share private information first. D. No, trust is built only after a month. 【答案】A 【详解】考查跨文化商务礼仪。中国商务文化重视守时和准备充分，A项符合教材文化板块。 第二节 读下面一段对话，从方框中所给的 A、B、C、D、E、F 和 G 七个选项中选出可以填入空白处的最佳选项。（共5小题，每小题2分，满分10分） A. May I have your order number? B. It is 30% cheaper than before. C. What exactly is wrong with them? D. We are sorry for the inconvenience caused. E. Could you send me the right goods before Friday? F. We will check the delivery record and arrange a second delivery. G. I am calling to complain about the T-shirts delivered yesterday. Customer: Hello. _______ 11 _______ Service: _______ 12 _______ Customer: I ordered 50 blue T-shirts for our club, but I received 50 black ones. Service: I see. _______ 13 _______ Customer: Yes. It is CS4086. We need them for an activity this weekend. Service: Thank you. _______ 14 _______ Customer: That would be helpful. _______ 15 _______ Service: Certainly. Since it is our fault, we will cover the delivery cost. 【答案】11. G 12. D 13. A 14. F 15. E 【详解】11. 根据下文“I ordered...”可知顾客先说明投诉目的，选G。 【详解】12. 服务人员面对投诉应先道歉，选D。 【详解】13. 后文给出订单号CS4086，说明此处询问订单号，选A。 【详解】14. 服务人员获得订单信息后应核查记录并安排二次配送，选F。 【详解】15. 后文回答“Certainly”并说明承担运费，说明顾客提出周五前重发的请求，选E。 二、阅读理解（共20小题；每小题2分，满分40分） 阅读下列短文，从题后所给的 A、B、C、D 四个选项中选出最佳答案。 A The Smart Life Store at Sunshine Vocational School is run by second-year students from the e-commerce major. It sells school bags, desk lamps, sports watches and small learning tools through a campus app. At the beginning of this term, the store received more complaints than usual. Some customers said their goods were delivered to the wrong dormitory. Others said they received the wrong color or size. A few students complained that the desk lamps could not be charged properly. Instead of ignoring the complaints, the student manager, Chen Rui, asked the service team to make a simple complaint record. Each record included the customer's name, order number, item, problem, time of purchase, receipt photo and expected solution. Chen Rui also required the team to use polite expressions such as “We are sorry for the inconvenience caused” and “We will check it immediately.” He believed that a complaint was not only a problem but also a chance to improve service. After checking the records, the team found two main causes. First, some new workers put address sheets on the wrong packages when orders were similar. Second, several students forgot to test electronic products before sending them out. To solve the problems, the store added a double-check step. One worker prepared the package, and another worker checked the address, color, size and battery. If the mistake was the store's fault, the team exchanged the product, refunded the money, or reduced the price. One month later, complaints fell by half. More importantly, students learned that customer service was an attitude, not a department. A sincere apology, a clear explanation and a practical solution helped them win trust again. Chen Rui shared the records with the class and asked each member to write one improvement idea. Some students suggested clearer labels, while others suggested a short message to customers before delivery. The store then made a small service checklist and placed it beside the packing table. 16. What was the first thing Chen Rui asked the service team to do? A. Reduce the prices of all goods. B. Make a complaint record. C. Close the campus app. D. Stop selling electronic products. 17. Which information was included in each complaint record? A. The customer's English score. B. The teacher's phone number. C. The order number and expected solution. D. The weather on the delivery day. 18. Why did some packages go to the wrong dormitory? A. The app deleted all orders. B. The products were too expensive. C. Customers gave false names. D. Workers put address sheets on wrong packages. 19. What does the underlined word “fault” in Paragraph 3 probably mean? A. mistake B. promise C. request D. discount 20. What is the main idea of the passage? A. A customer record is only needed when goods are expensive. B. Students should not buy desk lamps through a school app. C. Electronic products are more useful than school bags. D. A campus store improved service by dealing with complaints carefully. 【答案】16. B 17. C 18. D 19. A 20. D 【导语】本文是一篇记叙说明文，介绍校园商店通过记录、核查和补救投诉来提升客户服务质量。 【详解】 16. 本题为细节理解题。根据第2段“asked the service team to make a simple complaint record”可知，陈睿首先要求建立投诉记录，故选B。 17. 本题为细节理解题。根据第2段“order number... expected solution”可知，记录包括订单号和期望解决方案，故选C。 18. 本题为细节理解题。根据第3段“put address sheets on the wrong packages”可知，地址单贴错导致错投，故选D。 19. 本题为词义猜测题。根据前文错投、未检测等问题可推知fault意为“过错；失误”，故选A。 20. 本题为主旨大意题。全文围绕校园商店如何处理投诉、改进服务展开，故选D。 B Dear Ms. White, Thank you for your email about the damaged apples delivered to your training center. I have read your complaint carefully and checked the delivery record with our logistics partner. First of all, please accept our sincere apology for the inconvenience caused. We understand that the apples were prepared for a student cooking lesson, so the damage must have affected your teaching plan. According to the record, your order was sent out on Monday morning and should have arrived on Tuesday afternoon. However, heavy rain delayed the delivery truck for one day. During the delay, the package was kept in a warm storehouse. That was why several boxes of apples became soft and some fruit was damaged when you opened them. Although the bad weather was unexpected, we are responsible for choosing a safer way to keep fresh fruit. To solve the problem, we will arrange a second delivery tomorrow morning. The new apples will be packed in cooler boxes, and our delivery man will call you one hour before arrival. You do not need to return the damaged fruit. We will also reduce the price of this order by 20%. If your center orders fruit from us next month, we will offer a 5% discount to show our sincerity. We have learned a lesson from this complaint. From now on, fresh food will not be kept in a warm storehouse during a delay. We will make sure the delivery condition is checked every three hours. We have also asked the driver to take photos before and after loading fresh food, so that the service team can follow the condition of each order. If bad weather appears again, we will contact customers earlier and discuss a safer delivery time. We will also prepare an emergency plan for school orders, because teaching activities usually have fixed dates and cannot be easily changed. Our service worker will confirm the lesson time before sending fresh food. We hope the new apples can arrive in time for your next lesson, and we sincerely hope you will continue to support our company. Yours sincerely, Li Hua 21. Why did Ms. White need the apples? A. For a student cooking lesson. B. For a hotel meeting. C. For a mobile phone sale. D. For a leaflet exhibition. 22. What caused the delivery delay? A. A wrong address sheet. B. A broken battery. C. Heavy rain. D. A price difference. 23. What will the company do tomorrow morning? A. Send cooler boxes only. B. Cancel the training lesson. C. Ask Ms. White to return all fruit. D. Arrange a second delivery. 24. Which is one of the company's future improvements? A. Checking delivery condition every three hours. B. Keeping fresh food in warm rooms. C. Calling customers after one month. D. Reducing every order by 50%. 25. What kind of text is the passage? A. A notice for a school club. B. An email dealing with a complaint. C. A report about business cultures. D. An advertisement for apples. 【答案】21. A 22. C 23. D 24. A 25. B 【导语】本文是一封处理客户投诉的邮件，围绕水果损坏原因、补救方案和后续改进展开。 【详解】 21. 本题为细节理解题。根据第1段“prepared for a student cooking lesson”可知，苹果用于学生烹饪课，故选A。 22. 本题为细节理解题。根据第2段“heavy rain delayed the delivery truck”可知，大雨导致延误，故选C。 23. 本题为细节理解题。根据第3段“To solve the problem, we will arrange a second delivery tomorrow morning”可知，明早二次配送，故选D。 24. 本题为细节理解题。根据第4段“checked every three hours”可知，公司以后每三小时检查配送条件，故选A。 25. 本题为文体判断题。文章有称呼、正文、落款，内容为回应投诉，故选B。 C Good customer service begins before a customer says a word. This idea is important for workers in hotels, restaurants, online shops and delivery companies. When a worker checks information carefully, explains rules clearly and keeps a polite attitude, many complaints can be prevented. However, mistakes still happen. A dish may be too salty, a room may have no hot water, or an electronic product may have a blank screen. The key is not to pretend that nothing has happened. A useful way to deal with complaints has four steps. The first step is to listen. A customer who is angry may speak fast or repeat the same point. The worker should not interrupt, because listening shows respect. The second step is to apologize. The sentence “I'm sorry for the inconvenience caused” does not mean the worker personally made the mistake. It means the company cares about the customer's trouble. The third step is to check facts, such as the receipt, the order number, the guarantee period or the delivery record. Without facts, a solution may create another problem. The last step is to offer a practical solution. If the product is under guarantee, the worker may repair it, exchange it or refund it according to company rules. If delayed delivery causes a loss, the company may reduce the price or give a future discount. A good solution should be clear, possible and fair to both sides. For vocational students, learning customer service is also learning professional ethics. Patience, sincerity and responsibility are not empty words. They can be seen in small actions: speaking politely, checking carefully, keeping promises and making sure the customer knows what will happen next. In role-play practice, students should not only memorize useful sentences. They should also learn when to use them, how to calm down a worried customer, and how to explain company rules without sounding cold or careless. 26. What should a worker do when an angry customer repeats the same point? A. Interrupt at once. B. Listen patiently. C. Ask the customer to leave. D. Change the company rules. 27. Why is checking facts necessary? A. It makes the complaint sound longer. B. It replaces the need for apology. C. It proves customers are always wrong. D. It helps avoid creating another problem. 28. Which solution is mentioned for a product under guarantee? A. Repairing or exchanging it. B. Selling it to another customer. C. Keeping the receipt forever. D. Writing a business report. 29. What does the passage mainly connect customer service with? A. Sports training. B. Professional ethics. C. Personal travel. D. Food culture. 30. Which of the following best shows sincerity in service? A. Using unclear promises. B. Ignoring the receipt. C. Making customers wait without explanation. D. Speaking politely and keeping promises. 【答案】26. B 27. D 28. A 29. B 30. D 【导语】本文是一篇说明文，介绍处理客户投诉的四个步骤，并指出客户服务体现职业道德。 【详解】 26. 本题为细节理解题。根据第2段“The worker should not interrupt”可知，应耐心倾听，故选B。 27. 本题为细节理解题。根据第2段“Without facts, a solution may create another problem”可知，核查事实可避免新问题，故选D。 28. 本题为细节理解题。根据第3段“repair it, exchange it or refund it”可知，可维修或调换，故选A。 29. 本题为主旨大意题。根据最后一段“learning customer service is also learning professional ethics”可知，文章将客户服务与职业道德相联系，故选B。 30. 本题为推理判断题。根据最后一段小行动包括礼貌表达、信守承诺，可推知D项体现真诚服务，故选D。 D When doing business around the world, people may complain and solve problems in different ways. Understanding these differences helps workers give better service. In China, customers usually expect a quick response and a clear solution. If a company makes a mistake, a sincere apology and a practical action are both important. Being well prepared and punctual for business activities also shows respect. In Türkiye, business people may spend a longer time building relationships before making a final decision. They do not like too much pressure or very tight deadlines. If a customer from Türkiye complains about delayed goods, it is better to explain the cause patiently and leave enough time for discussion. A worker who pushes for a quick decision may make the customer feel uncomfortable. In France, business communication is often formal. People are expected to act in a reserved manner at meetings. A service worker should not ask too many private questions just to show friendliness. If there is a complaint, clear written information, such as a record, a solution and a time plan, may be more useful than long small talk. In the Philippines, trust is very important in business. People often believe that good things come to those who practise patience. If a company wants to repair a relationship after a service mistake, it should keep in touch and show that it can be trusted again. A promise is valuable only when it is kept. Different cultures do not change the basic rule of customer service: respect the customer, check the facts and solve the problem. But knowing cultural habits can help workers choose better words and better timing. For young workers, this means they should prepare several ways to express the same idea. A short direct answer may be useful in one culture, while a patient explanation may be better in another. The goal is always to make the customer feel respected and informed. 31. What do Chinese customers usually expect when a company makes a mistake? A. A slow discussion without action. B. Private questions about family. C. A quick response and a clear solution. D. Pressure before the final decision. 32. Why should workers avoid pushing Turkish customers for a quick decision? A. They dislike any written record. B. They may prefer enough time for discussion. C. They never complain about delivery. D. They only care about future discounts. 33. What is helpful in formal French business communication? A. Clear written information. B. Many personal questions. C. A very tight deadline. D. A casual joke at every meeting. 34. What is especially important in Philippine business culture? A. Blank screens. B. Trust. C. Leaflets. D. Receipts. 35. What can be the best title for the passage? A. How to Charge a Battery Correctly B. Why Complaints Should Be Hidden C. Customer Service in Different Business Cultures D. The History of Online Shopping 【答案】31. C 32. B 33. A 34. B 35. C 【导语】本文是一篇说明文，介绍不同商务文化中处理投诉和服务沟通的差异。 【详解】 31. 本题为细节理解题。根据第1段“expect a quick response and a clear solution”可知，中国客户通常期待快速回应和明确解决方案，故选C。 32. 本题为推理判断题。根据第2段“They do not like too much pressure... leave enough time for discussion”可知，不应催促土耳其客户，故选B。 33. 本题为细节理解题。根据第3段“clear written information... may be more useful”可知，清楚的书面信息有帮助，故选A。 34. 本题为细节理解题。根据第4段“trust is very important”可知，菲律宾商务文化重视信任，故选B。 35. 本题为标题归纳题。全文围绕不同商务文化中的客户服务展开，故选C。 三、完形填空（共10小题；每小题1分，满分10分） 阅读下列短文，从短文后各题所给的 A、B、C、D 四个选项中，选出可以填入空白处的最佳选项。 Last month, our class opened a small online store for the school culture festival. At first, we thought customer service was simple. We only needed to send out the goods after students paid for them. However, a complaint changed our idea. A student named Amy said the notebook she received was the wrong color. She needed the blue one for a group report, but we sent her a green one. Our team leader asked me to answer the phone. I was nervous, but I remembered the sentence in our English class: “We are sorry for the inconvenience caused.” I first made a sincere _______ 36 _______ and then asked for her order number. After checking the record, I found that I had put the wrong address _______ 37 _______ on the package. It was clearly our _______ 38 _______. We discussed the solution quickly. Since Amy needed the notebook before Friday, we decided to _______ 39 _______ a new one that afternoon. We also promised to _______ 40 _______ the delivery cost. Amy accepted the solution because we did not waste her time. This experience taught me to be more _______ 41 _______. Before each delivery, I now check the item, color and address twice. If a problem happens, I do not try to _______ 42 _______ it. I listen, check facts and offer a fair solution. Customer service is not just a job at a counter. It is a way to show professional ethics. Only when we keep our _______ 43 _______ can customers trust us. Even a small complaint can help a store _______ 44 _______ if the workers treat it seriously. Now our team members understand that patience and sincerity are the _______ 45 _______ of good service. 36. A. apology B. receipt C. battery D. leaflet 37. A. price B. meeting C. screen D. sheet 38. A. discount B. request C. fault D. culture 39. A. mention B. deliver C. charge D. delay 40. A. cover B. lose C. break D. avoid 41. A. blank B. salty C. private D. careful 42. A. hide B. repair C. arrange D. reduce 43. A. names B. orders C. promises D. questions 44. A. wait B. improve C. complain D. bargain 45. A. causes B. levels C. records D. basis 【答案】36. A 37. D 38. C 39. B 40. A 41. D 42. A 43. C 44. B 45. D 【导语】本文讲述学生校园网店处理错发笔记本投诉的经历，体现道歉、核查和补救的重要性。 【详解】 36. 考查名词。句意：我先真诚道歉。make an apology表示“道歉”，故选A。 37. 考查名词。address sheet意为“地址单”，与教材词汇sheet呼应，故选D。 38. 考查名词。根据“sent her a green one”可知是我们的过错，fault符合语境，故选C。 39. 考查动词。根据“a new one that afternoon”可知要递送新的笔记本，deliver符合语境，故选B。 40. 考查动词。cover the delivery cost表示“承担配送费用”，故选A。 41. 考查形容词。后文反复核对商品和地址，说明变得更细心，故选D。 42. 考查动词。问题发生时不能隐藏，hide符合语境，故选A。 43. 考查名词。keep one's promise表示“信守承诺”，故选C。 44. 考查动词。认真对待投诉可以帮助商店改进，improve符合语境，故选B。 45. 考查名词。耐心和真诚是优质服务的基础，basis符合语境，故选D。 四、语法填空（共10小题；每小题1分，满分10分） 阅读下列短文，在空白处填入一个适当的词，或填入括号中所给单词的正确形式，并将答案写在对应处。 Li Ming works at a school service center every Friday afternoon. Last week, a student came in with a sports watch. The watch _______ 46 _______ (have) a blank screen although it had been charged for a whole night. Li Ming first apologized _______ 47 _______ the inconvenience and asked the student to show the receipt. After checking it carefully, he found that the watch was still under guarantee. Li Ming asked another worker _______ 48 _______ (check) the battery. The worker said the battery could not be repaired, _______ 49 _______ the center decided to exchange a new watch for the student. While the student was waiting, Li Ming explained the process _______ 50 _______ (patient). He also reminded the student _______ 51 _______ (keep) the receipt in a safe place. The student was pleased with the solution. He said that good service was not only about _______ 52 _______ (solve) a problem, but also about showing respect. Since then, Li Ming _______ 53 _______ (write) down every complaint in a record book. If a complaint is caused by carelessness, the team _______ 54 _______ (discuss) how to prevent it next time. They believe customer service will become better _______ 55 _______ everyone takes responsibility. 【答案】46. had 47. for 48. to check 49. so 50. patiently 51. to keep 52. solving 53. has written 54. will discuss 55. if 【详解】 46. 考查时态。叙述上周发生的事情，用一般过去时had。 47. 考查介词。apologize for the inconvenience表示“为不便道歉”。 48. 考查非谓语。ask sb. to do sth.为固定结构。 49. 考查连词。前后为因果关系，电池不能修，所以调换新表，用so。 50. 考查词性转换。修饰动词explained应用副词patiently。 51. 考查非谓语。remind sb. to do sth.表示“提醒某人做某事”。 52. 考查动名词。介词about后接动名词solving。 53. 考查现在完成时。Since then提示从过去持续到现在，用has written。 54. 考查时态。if条件状语从句用一般现在时，主句用一般将来时。 55. 考查连词。句意为“如果每个人承担责任，客户服务会更好”，用if。 五、书面表达（满分20分） 假设你是某网店售后服务人员李华。客户Mary投诉她购买的学习台灯无法充电，且订单仍在保修期内。请你根据以下提示，给Mary写一封英文邮件。 内容包括： (1) 表达歉意并说明已收到投诉； (2) 说明将核对收据和订单信息； (3) 提出解决方案：检测电池，如无法维修则调换新台灯； (4) 表达希望继续获得支持。 写作要求： (1) 词数不少于80； (2) 必须包括要点，可以适当扩充，但不能逐词翻译； (3) 文中不要提及真实校名和姓名。 提示：complaint, inconvenience, receipt, under guarantee, check the battery, exchange, support ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ 【参考范文】 Dear Mary, Thank you for your email about the desk lamp you bought from our online store. I am sorry for the inconvenience caused. We have received your complaint and will deal with it as soon as possible. To solve the problem, could you please send us a photo of your receipt and your order number? We need to check whether the lamp is still under guarantee. After that, our worker will check the battery carefully. If it can be repaired, we will repair it for you at once. If it cannot be repaired, we will exchange a new desk lamp for you. We are sorry again for the trouble. We will improve our service and make sure such problems happen less often. We sincerely hope you will continue to support our store. Yours sincerely, Li Hua 【词汇积累】complaint投诉；inconvenience不便；receipt收据；under guarantee在保修期内；exchange调换；support支持 【句式拓展】I am sorry for the inconvenience caused. / Could you please send us...? / If it cannot be repaired, we will exchange a new one for you. 【点睛】本文属于投诉处理邮件，应做到先致歉、再核查、后给方案，语气要真诚、措施要具体。 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：本套试卷紧扣《英语 基础模块3》（高教版第三版）教材，以教材单元为基准精准覆盖核心考点。 每个单元设置AB卷，A卷为基础巩固卷，侧重基础考点训练，帮助学生扎实掌握知识要点；B卷为能力提升卷，注重知识整合与全面检测，引导学生构建知识网络。全书设计4份综合测试卷，模拟实战情境，聚焦解题能力突破，全面提升应试能力与知识应用水平。 《英语 基础模块3》（高教版第三版）《单元过关卷》 Unit 4 Customer Service A卷·基础巩固 考试时间：120分钟 满分：100分 班级_____姓名_____学号_____成绩_____ 一、情景交际（共15小题；满分20分） 第一节 读下列10个短对话，从题后所给的 A、B、C、D 四个选项中选出可以填入空白处的最佳选项。（共10小题，每小题1分，满分10分） 1. —Excuse me, I would like to make a complaint about the sports watch I bought last week. —_______. Could you tell me what the problem is? A. Never mind. You can buy another one. B. I'm sorry for the inconvenience caused. C. It is not our department's problem. D. You should read the advertisement first. 2. —The screen is blank even though I charged the phone for a whole night. —_______. We will check the battery immediately. A. That sounds like a possible battery problem. B. You must have broken the receipt. C. The color of the phone is popular. D. The price has been reduced by 15%. 3. —Would you please show me your receipt so that we can check whether it is still under guarantee? —_______. A. I want to make a complaint. B. It happened that I came early. C. Sure. Here you are. D. Please reduce the price. 4. —The wrong size was delivered to me yesterday, and I need it for a school activity tomorrow. —_______. We can exchange it for you today. A. I'm afraid you cannot mention it. B. Thanks for your patience. C. The activity sounds interesting. D. We apologize for the mistake. 5. —Can I get a refund for this desk lamp? It stopped working after two days. —_______. But may I check your order number first? A. We will see what solution is possible. B. You should charge it every week. C. The delivery man is not in charge. D. It is always difficult to be sincere. 6. —I'm calling to complain that there was no hot water in my hotel room again. —_______. I will arrange a repair worker to go there at once. A. You may send out the goods later. B. I understand your problem and I am sorry. C. You should make a leaflet first. D. The battery is still under guarantee. 7. —The leaflets for another company were delivered to our office by mistake. —_______. We will send the right leaflets tomorrow morning. A. Could you bargain with them first? B. There is no need to check the address. C. We are responsible for the mistake. D. You are expected to be late. 8. —Because of the delayed delivery, we may lose several important customers. —_______. To make up for the loss, we will reduce the price by 15%. A. We are sorry for the trouble caused. B. The goods arrived earlier than expected. C. You should avoid all business meetings. D. Your request is not mentioned. 9. —Thank you for exchanging a new watch for me so quickly. —_______. Please check it and sign your name here. A. It is too salty. B. It's my pleasure. C. I need a refund. D. You caused the loss. 10. —When doing business in China, should I arrive on time for a meeting? —_______. Being late is considered impolite in Chinese business culture. A. Yes, being well prepared and punctual is important. B. No, pressure is always welcome. C. Yes, but you should share private information first. D. No, trust is built only after a month. 第二节 读下面一段对话，从方框中所给的 A、B、C、D、E、F 和 G 七个选项中选出可以填入空白处的最佳选项。（共5小题，每小题2分，满分10分） A. May I have your order number? B. It is 30% cheaper than before. C. What exactly is wrong with them? D. We are sorry for the inconvenience caused. E. Could you send me the right goods before Friday? F. We will check the delivery record and arrange a second delivery. G. I am calling to complain about the T-shirts delivered yesterday. Customer: Hello. _______ 11 _______ Service: _______ 12 _______ Customer: I ordered 50 blue T-shirts for our club, but I received 50 black ones. Service: I see. _______ 13 _______ Customer: Yes. It is CS4086. We need them for an activity this weekend. Service: Thank you. _______ 14 _______ Customer: That would be helpful. _______ 15 _______ Service: Certainly. Since it is our fault, we will cover the delivery cost. 二、阅读理解（共20小题；每小题2分，满分40分） 阅读下列短文，从题后所给的 A、B、C、D 四个选项中选出最佳答案。 A The Smart Life Store at Sunshine Vocational School is run by second-year students from the e-commerce major. It sells school bags, desk lamps, sports watches and small learning tools through a campus app. At the beginning of this term, the store received more complaints than usual. Some customers said their goods were delivered to the wrong dormitory. Others said they received the wrong color or size. A few students complained that the desk lamps could not be charged properly. Instead of ignoring the complaints, the student manager, Chen Rui, asked the service team to make a simple complaint record. Each record included the customer's name, order number, item, problem, time of purchase, receipt photo and expected solution. Chen Rui also required the team to use polite expressions such as “We are sorry for the inconvenience caused” and “We will check it immediately.” He believed that a complaint was not only a problem but also a chance to improve service. After checking the records, the team found two main causes. First, some new workers put address sheets on the wrong packages when orders were similar. Second, several students forgot to test electronic products before sending them out. To solve the problems, the store added a double-check step. One worker prepared the package, and another worker checked the address, color, size and battery. If the mistake was the store's fault, the team exchanged the product, refunded the money, or reduced the price. One month later, complaints fell by half. More importantly, students learned that customer service was an attitude, not a department. A sincere apology, a clear explanation and a practical solution helped them win trust again. Chen Rui shared the records with the class and asked each member to write one improvement idea. Some students suggested clearer labels, while others suggested a short message to customers before delivery. The store then made a small service checklist and placed it beside the packing table. 16. What was the first thing Chen Rui asked the service team to do? A. Reduce the prices of all goods. B. Make a complaint record. C. Close the campus app. D. Stop selling electronic products. 17. Which information was included in each complaint record? A. The customer's English score. B. The teacher's phone number. C. The order number and expected solution. D. The weather on the delivery day. 18. Why did some packages go to the wrong dormitory? A. The app deleted all orders. B. The products were too expensive. C. Customers gave false names. D. Workers put address sheets on wrong packages. 19. What does the underlined word “fault” in Paragraph 3 probably mean? A. mistake B. promise C. request D. discount 20. What is the main idea of the passage? A. A customer record is only needed when goods are expensive. B. Students should not buy desk lamps through a school app. C. Electronic products are more useful than school bags. D. A campus store improved service by dealing with complaints carefully. B Dear Ms. White, Thank you for your email about the damaged apples delivered to your training center. I have read your complaint carefully and checked the delivery record with our logistics partner. First of all, please accept our sincere apology for the inconvenience caused. We understand that the apples were prepared for a student cooking lesson, so the damage must have affected your teaching plan. According to the record, your order was sent out on Monday morning and should have arrived on Tuesday afternoon. However, heavy rain delayed the delivery truck for one day. During the delay, the package was kept in a warm storehouse. That was why several boxes of apples became soft and some fruit was damaged when you opened them. Although the bad weather was unexpected, we are responsible for choosing a safer way to keep fresh fruit. To solve the problem, we will arrange a second delivery tomorrow morning. The new apples will be packed in cooler boxes, and our delivery man will call you one hour before arrival. You do not need to return the damaged fruit. We will also reduce the price of this order by 20%. If your center orders fruit from us next month, we will offer a 5% discount to show our sincerity. We have learned a lesson from this complaint. From now on, fresh food will not be kept in a warm storehouse during a delay. We will make sure the delivery condition is checked every three hours. We have also asked the driver to take photos before and after loading fresh food, so that the service team can follow the condition of each order. If bad weather appears again, we will contact customers earlier and discuss a safer delivery time. We will also prepare an emergency plan for school orders, because teaching activities usually have fixed dates and cannot be easily changed. Our service worker will confirm the lesson time before sending fresh food. We hope the new apples can arrive in time for your next lesson, and we sincerely hope you will continue to support our company. Yours sincerely, Li Hua 21. Why did Ms. White need the apples? A. For a student cooking lesson. B. For a hotel meeting. C. For a mobile phone sale. D. For a leaflet exhibition. 22. What caused the delivery delay? A. A wrong address sheet. B. A broken battery. C. Heavy rain. D. A price difference. 23. What will the company do tomorrow morning? A. Send cooler boxes only. B. Cancel the training lesson. C. Ask Ms. White to return all fruit. D. Arrange a second delivery. 24. Which is one of the company's future improvements? A. Checking delivery condition every three hours. B. Keeping fresh food in warm rooms. C. Calling customers after one month. D. Reducing every order by 50%. 25. What kind of text is the passage? A. A notice for a school club. B. An email dealing with a complaint. C. A report about business cultures. D. An advertisement for apples. C Good customer service begins before a customer says a word. This idea is important for workers in hotels, restaurants, online shops and delivery companies. When a worker checks information carefully, explains rules clearly and keeps a polite attitude, many complaints can be prevented. However, mistakes still happen. A dish may be too salty, a room may have no hot water, or an electronic product may have a blank screen. The key is not to pretend that nothing has happened. A useful way to deal with complaints has four steps. The first step is to listen. A customer who is angry may speak fast or repeat the same point. The worker should not interrupt, because listening shows respect. The second step is to apologize. The sentence “I'm sorry for the inconvenience caused” does not mean the worker personally made the mistake. It means the company cares about the customer's trouble. The third step is to check facts, such as the receipt, the order number, the guarantee period or the delivery record. Without facts, a solution may create another problem. The last step is to offer a practical solution. If the product is under guarantee, the worker may repair it, exchange it or refund it according to company rules. If delayed delivery causes a loss, the company may reduce the price or give a future discount. A good solution should be clear, possible and fair to both sides. For vocational students, learning customer service is also learning professional ethics. Patience, sincerity and responsibility are not empty words. They can be seen in small actions: speaking politely, checking carefully, keeping promises and making sure the customer knows what will happen next. In role-play practice, students should not only memorize useful sentences. They should also learn when to use them, how to calm down a worried customer, and how to explain company rules without sounding cold or careless. 26. What should a worker do when an angry customer repeats the same point? A. Interrupt at once. B. Listen patiently. C. Ask the customer to leave. D. Change the company rules. 27. Why is checking facts necessary? A. It makes the complaint sound longer. B. It replaces the need for apology. C. It proves customers are always wrong. D. It helps avoid creating another problem. 28. Which solution is mentioned for a product under guarantee? A. Repairing or exchanging it. B. Selling it to another customer. C. Keeping the receipt forever. D. Writing a business report. 29. What does the passage mainly connect customer service with? A. Sports training. B. Professional ethics. C. Personal travel. D. Food culture. 30. Which of the following best shows sincerity in service? A. Using unclear promises. B. Ignoring the receipt. C. Making customers wait without explanation. D. Speaking politely and keeping promises. D When doing business around the world, people may complain and solve problems in different ways. Understanding these differences helps workers give better service. In China, customers usually expect a quick response and a clear solution. If a company makes a mistake, a sincere apology and a practical action are both important. Being well prepared and punctual for business activities also shows respect. In Türkiye, business people may spend a longer time building relationships before making a final decision. They do not like too much pressure or very tight deadlines. If a customer from Türkiye complains about delayed goods, it is better to explain the cause patiently and leave enough time for discussion. A worker who pushes for a quick decision may make the customer feel uncomfortable. In France, business communication is often formal. People are expected to act in a reserved manner at meetings. A service worker should not ask too many private questions just to show friendliness. If there is a complaint, clear written information, such as a record, a solution and a time plan, may be more useful than long small talk. In the Philippines, trust is very important in business. People often believe that good things come to those who practise patience. If a company wants to repair a relationship after a service mistake, it should keep in touch and show that it can be trusted again. A promise is valuable only when it is kept. Different cultures do not change the basic rule of customer service: respect the customer, check the facts and solve the problem. But knowing cultural habits can help workers choose better words and better timing. For young workers, this means they should prepare several ways to express the same idea. A short direct answer may be useful in one culture, while a patient explanation may be better in another. The goal is always to make the customer feel respected and informed. 31. What do Chinese customers usually expect when a company makes a mistake? A. A slow discussion without action. B. Private questions about family. C. A quick response and a clear solution. D. Pressure before the final decision. 32. Why should workers avoid pushing Turkish customers for a quick decision? A. They dislike any written record. B. They may prefer enough time for discussion. C. They never complain about delivery. D. They only care about future discounts. 33. What is helpful in formal French business communication? A. Clear written information. B. Many personal questions. C. A very tight deadline. D. A casual joke at every meeting. 34. What is especially important in Philippine business culture? A. Blank screens. B. Trust. C. Leaflets. D. Receipts. 35. What can be the best title for the passage? A. How to Charge a Battery Correctly B. Why Complaints Should Be Hidden C. Customer Service in Different Business Cultures D. The History of Online Shopping 三、完形填空（共10小题；每小题1分，满分10分） 阅读下列短文，从短文后各题所给的 A、B、C、D 四个选项中，选出可以填入空白处的最佳选项。 Last month, our class opened a small online store for the school culture festival. At first, we thought customer service was simple. We only needed to send out the goods after students paid for them. However, a complaint changed our idea. A student named Amy said the notebook she received was the wrong color. She needed the blue one for a group report, but we sent her a green one. Our team leader asked me to answer the phone. I was nervous, but I remembered the sentence in our English class: “We are sorry for the inconvenience caused.” I first made a sincere _______ 36 _______ and then asked for her order number. After checking the record, I found that I had put the wrong address _______ 37 _______ on the package. It was clearly our _______ 38 _______. We discussed the solution quickly. Since Amy needed the notebook before Friday, we decided to _______ 39 _______ a new one that afternoon. We also promised to _______ 40 _______ the delivery cost. Amy accepted the solution because we did not waste her time. This experience taught me to be more _______ 41 _______. Before each delivery, I now check the item, color and address twice. If a problem happens, I do not try to _______ 42 _______ it. I listen, check facts and offer a fair solution. Customer service is not just a job at a counter. It is a way to show professional ethics. Only when we keep our _______ 43 _______ can customers trust us. Even a small complaint can help a store _______ 44 _______ if the workers treat it seriously. Now our team members understand that patience and sincerity are the _______ 45 _______ of good service. 36. A. apology B. receipt C. battery D. leaflet 37. A. price B. meeting C. screen D. sheet 38. A. discount B. request C. fault D. culture 39. A. mention B. deliver C. charge D. delay 40. A. cover B. lose C. break D. avoid 41. A. blank B. salty C. private D. careful 42. A. hide B. repair C. arrange D. reduce 43. A. names B. orders C. promises D. questions 44. A. wait B. improve C. complain D. bargain 45. A. causes B. levels C. records D. basis 四、语法填空（共10小题；每小题1分，满分10分） 阅读下列短文，在空白处填入一个适当的词，或填入括号中所给单词的正确形式，并将答案写在对应处。 Li Ming works at a school service center every Friday afternoon. Last week, a student came in with a sports watch. The watch _______ 46 _______ (have) a blank screen although it had been charged for a whole night. Li Ming first apologized _______ 47 _______ the inconvenience and asked the student to show the receipt. After checking it carefully, he found that the watch was still under guarantee. Li Ming asked another worker _______ 48 _______ (check) the battery. The worker said the battery could not be repaired, _______ 49 _______ the center decided to exchange a new watch for the student. While the student was waiting, Li Ming explained the process _______ 50 _______ (patient). He also reminded the student _______ 51 _______ (keep) the receipt in a safe place. The student was pleased with the solution. He said that good service was not only about _______ 52 _______ (solve) a problem, but also about showing respect. Since then, Li Ming _______ 53 _______ (write) down every complaint in a record book. If a complaint is caused by carelessness, the team _______ 54 _______ (discuss) how to prevent it next time. They believe customer service will become better _______ 55 _______ everyone takes responsibility. 五、书面表达（满分20分） 假设你是某网店售后服务人员李华。客户Mary投诉她购买的学习台灯无法充电，且订单仍在保修期内。请你根据以下提示，给Mary写一封英文邮件。 内容包括： (1) 表达歉意并说明已收到投诉； (2) 说明将核对收据和订单信息； (3) 提出解决方案：检测电池，如无法维修则调换新台灯； (4) 表达希望继续获得支持。 写作要求： (1) 词数不少于80； (2) 必须包括要点，可以适当扩充，但不能逐词翻译； (3) 文中不要提及真实校名和姓名。 提示：complaint, inconvenience, receipt, under guarantee, check the battery, exchange, support ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ 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 $