Unit 4 Customer Service（Listening and Speaking）-《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** 针对中职学生基础薄弱特点，采用“基础+综合”分层设计，通过情境化对话与服务场景阅读，构建从词汇句型到语篇理解的知识巩固路径，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| |----|----------|----------| |基础层|核心词汇（如refund、exchange）、日常交际句型|购物情境对话填空，支架式词汇提示，强化语言理解与表达基础| |综合层|语篇理解、问题解决能力|服务场景阅读理解，细节与主旨题结合，培养分析推断能力与跨文化沟通意识|

编写说明：基于中职学生英语知识能力普遍薄弱的学情特点，我们始终坚持“以生为本”的教育理念，深度融合支架式教学理论，系统剖析近三年高考真题命题规律，匠心打造了契合山东高考命题特色的《英语 基础模块3》（高教版第三版）专辑，专辑共40练。 本卷为【山东专用】《英语 基础模块3》（高教版第三版）Unit 3 Artificial Intelligence（Listening and Speaking）的课后作业。 《英语 基础模块3》（高教版第三版） Unit 3 Artificial Intelligence 一课一练（2） Listening and Speaking 一、补全对话 Shop assistant: Good afternoon, can I help you? Customer: Yes, I bought a speaker here yesterday, but it doesn’t work. I want to make a 1.______. Shop assistant: I’m so sorry for the 2.________ .Could you show me your receipt? Customer: Sure, here you are. What can you do for me? Shop assistant: We can 3.________ it for a new one or give you a full refund. Customer: I’d like to change a new one instead of getting money back. Shop assistant: No problem. Wait a minute, I’ll go and get it 4.________ you. Customer: Thank you very much for your patience. Shop assistant: You’re 5.________. 【答案】1.complaint 2.inconvenience 3.replace 4.for 5.welcome 【详解】考查情景交际。 1. complaint 句意：我昨天在这买了音箱，但它坏了，我想要投诉。 解析：固定搭配 make a complaint 提出投诉，为本单元核心短语。 2. inconvenience 句意：给您带来不便我非常抱歉。 解析：inconvenience n. 不便，用于客服致歉标准表达。 3. replace 句意：我们可以为您换新或者全额退款。 解析：replace sth for sth 更换物品，情态 can 后用动词原形。 4. for 句意：稍等，我去给您拿新的。 解析：介词 for 表对象，get sth for sb 为某人拿某物。 5. welcome 句意：不客气。 解析：日常交际固定答语 You’re welcome。 二、阅读理解 Good customer service is very important for every store. When customers meet problems with products, shop workers should listen to them patiently and solve problems sincerely. If goods are broken within seven days after buying, customers have two choices: exchange new products or get all their money back. Staff must not be rude to complainers. They should take responsibility for mistakes caused by the shop. Some customers feel unhappy because of long waiting or delayed delivery. Good shops will apologize first and give proper solutions, such as small gifts as compensation. Stores with warm service always win more customers. People will come back and recommend the shop to their friends. Good service brings long-term business to shops. 6. What does the passage mainly talk about? A. How to buy cheap goods B. The importance of good customer service C. Ways to get free gifts D. How to avoid delayed delivery 7. What can customers do if products break in seven days? A. Only get some gifts B. Change new goods or get full refund C. Wait for a month D. Argue with the shop workers 8. Which attitude should shop staff have to complaining customers? A. Rude and cold B. Patient and sincere C. Unwilling to talk D. Blame customers 9. What may shops give to make up for inconvenience? A. Extra large goods B. Small compensation gifts C. Free delivery every time D. Longer shopping time 10. Why do shops need good customer service? A. It helps attract more customers B. It can raise product prices C. It saves workers’ working time D. It makes goods easier to produce 【答案】6. B 7. B 8. B 9. B 10. A 【导语】文章大意：本文围绕优质客服展开，说明门店良好服务的重要性，介绍商品售后退换规则、对待投诉顾客的正确态度以及补偿方式。 文章释义：优质客服对每一家店铺都至关重要。当顾客遇到产品问题，店员应当耐心倾听、真诚解决问题。 商品购买七天内出现损坏，顾客有两种选择：换新或者全额退款。工作人员不能对投诉顾客态度粗鲁，店铺造成失误时应当承担责任。 部分顾客会因为长时间等待、发货延迟感到不满。优质门店会先致歉，并给出合理解决方案，比如赠送小礼品作为补偿。 服务贴心的店铺总能留住更多顾客，顾客会复购并推荐给身边朋友，良好服务能为店铺带来长期生意。 【详解】 6.B 主旨题。全文围绕优质客服的重要性、服务规范展开。 7.B 细节题。原文第二段 exchange new products or get all their money back 换新或全额退款。 8.B 细节题。第一段 listen to them patiently and solve problems sincerely 耐心、真诚。 9.B 细节题。第三段 such as small gifts as compensation 赠送小礼品补偿。 10.A 细节题。第四段 win more customers 吸引更多顾客。 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 学科网（北京）股份有限公司 $ 编写说明：基于中职学生英语知识能力普遍薄弱的学情特点，我们始终坚持“以生为本”的教育理念，深度融合支架式教学理论，系统剖析近三年高考真题命题规律，匠心打造了契合山东高考命题特色的《英语 基础模块3》（高教版第三版）专辑，专辑共40练。 本卷为【山东专用】《英语 基础模块3》（高教版第三版）Unit 3 Artificial Intelligence（Listening and Speaking）的课后作业。 《英语 基础模块3》（高教版第三版） Unit 3 Artificial Intelligence 一课一练（2） Listening and Speaking 一、补全对话 Shop assistant: Good afternoon, can I help you? Customer: Yes, I bought a speaker here yesterday, but it doesn’t work. I want to make a 1.______. Shop assistant: I’m so sorry for the 2.________ .Could you show me your receipt? Customer: Sure, here you are. What can you do for me? Shop assistant: We can 3.________ it for a new one or give you a full refund. Customer: I’d like to change a new one instead of getting money back. Shop assistant: No problem. Wait a minute, I’ll go and get it 4.________ you. Customer: Thank you very much for your patience. Shop assistant: You’re 5.________. 二、阅读理解 Good customer service is very important for every store. When customers meet problems with products, shop workers should listen to them patiently and solve problems sincerely. If goods are broken within seven days after buying, customers have two choices: exchange new products or get all their money back. Staff must not be rude to complainers. They should take responsibility for mistakes caused by the shop. Some customers feel unhappy because of long waiting or delayed delivery. Good shops will apologize first and give proper solutions, such as small gifts as compensation. Stores with warm service always win more customers. People will come back and recommend the shop to their friends. Good service brings long-term business to shops. 6. What does the passage mainly talk about? A. How to buy cheap goods B. The importance of good customer service C. Ways to get free gifts D. How to avoid delayed delivery 7. What can customers do if products break in seven days? A. Only get some gifts B. Change new goods or get full refund C. Wait for a month D. Argue with the shop workers 8. Which attitude should shop staff have to complaining customers? A. Rude and cold B. Patient and sincere C. Unwilling to talk D. Blame customers 9. What may shops give to make up for inconvenience? A. Extra large goods B. Small compensation gifts C. Free delivery every time D. Longer shopping time 10. Why do shops need good customer service? A. It helps attract more customers B. It can raise product prices C. It saves workers’ working time D. It makes goods easier to produce 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 学科网（北京）股份有限公司 $