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

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 B卷·能力提升 考试时间：120分钟 满分：100分 班级_____姓名_____学号_____成绩_____ Ⅰ. 语音辨析。 (共5小题；每小题1分，满分5分) 读下列单词，从每题所给的 A、B、C 和 D 四个选项中，选出画线部分发音不同的一项。 1．A．trust B．customer C．rule D．refund 2．A．reply B．try C．system D．supply 3．A．patient B．nation C．question D．solution 4．A．delay B．pay C．says D．way 5．A．checked B．worked C．waited D．helped 【答案】1．C 2．C 3．C 4．C 5．C 【解析】1．A、B、D项划线部分读/ʌ/，C项读/uː/，故选C。 2．A、B、D项划线部分读/aɪ/，C项读/ɪ/，故选C。 3．A、B、D项划线部分读/ʃ/，C项读/tʃ/，故选C。 4．A、B、D项划线部分读/eɪ/，C项读/e/，故选C。 5．A、B、D项划线部分读/t/，C项读/ɪd/，故选C。 Ⅱ. 单项选择（共15小题；每小题1分，满分15分） 阅读下列句子，从每题所给的 A、B、C 和 D 四个选项中，选出最佳选项。 6. The service worker explained the cause again ______ the customer could fully understand it. A．unless B．so that C．even if D．before 【答案】B 【解析】句意为“服务人员再次解释原因，以便顾客能完全理解”。so that 引导目的状语从句。 7. ______ the goods arrived late, the company still offered a discount for the trouble. A．Although B．Because C．Until D．If 【答案】A 【解析】前半句表示“货物到得晚”，后半句表示“仍提供折扣”，构成让步关系，Although 符合。 8. I am not sure ______ the address sheet was put on the wrong package. A．that B．where C．whether D．what 【答案】C 【解析】句意为“我不确定地址单是否贴到了错误包裹上”。whether 表示“是否”。 9. The screen was so dark ______ Tim could hardly read the message. A．if B．because C．until D．that 【答案】D 【解析】so...that... 表示“如此……以至于……”，符合结果状语从句。 10. The worker will call you back ______ he gets the repair report. A．as soon as B．even though C．so that D．unless 【答案】A 【解析】句意为“一拿到维修报告，工作人员就会给你回电话”。as soon as 表示“一……就……”。 11. By the time we arrived, the manager ______ the complaint email twice. A．reads B．has read C．had read D．is reading 【答案】C 【解析】By the time we arrived 表示过去某时之前，主句动作发生在其前，用过去完成时 had read。 12. The wrong leaflets ______ from our office tomorrow morning. A．collect B．collected C．will be collected D．are collecting 【答案】C 【解析】tomorrow morning 表示将来，leaflets 与 collect 是被动关系，应用 will be collected。 13. Neither the customer nor the salesperson ______ satisfied with the first solution. A．were B．are C．be D．was 【答案】D 【解析】neither...nor... 连接主语时遵循就近原则，salesperson 为单数，结合语境用 was。 14. The company suggested ______ the price to make up for the loss. A．reduce B．reducing C．to reduce D．reduced 【答案】B 【解析】suggest doing sth. 表示“建议做某事”，应用 reducing。 15. You ______ show your receipt before the worker checks the guarantee period. A．may B．need C．should D．would 【答案】C 【解析】句意为“在工作人员核查保修期前，你应该出示收据”。should 表示建议或要求。 16. The delivery man repaired the mistake ______ he had caused during the morning work. A．who B．which C．where D．when 【答案】B 【解析】先行词 mistake 指物，从句中 caused 缺宾语，应用 which。 17. The reason ______ the customer was unhappy was the careless reply. A．why B．which C．who D．when 【答案】A 【解析】先行词 reason 表示原因，后接说明原因的定语从句，用 why。 18. We wondered ______ the second delivery would arrive before noon. A．what B．that C．whether D．who 【答案】C 【解析】wonder 后接宾语从句，根据语义应表示“是否会在中午前到达”，用 whether。 19. The service center is open from 8:00 a.m. ______ 6:00 p.m. every day. A．at B．by C．to D．on 【答案】C 【解析】from...to... 表示“从……到……”，用于时间范围。 20. Not only the manager but also the workers ______ responsible for keeping promises. A．is B．are C．was D．be 【答案】B 【解析】not only...but also... 连接主语时遵循就近原则，workers 为复数，谓语用 are。 【单项选择答案汇总】6．B 7．A 8．C 9．D 10．A 11．C 12．C 13．D 14．B 15．C 16．B 17．A 18．C 19．C 20．B Ⅲ. 完形填空（共10小题；每小题1分，满分10分） 阅读下面短文，从短文后各题所给的 A、B、C 和 D 四个选项中，选出可以填入空白处的最佳选项。 A customer service team in a furniture company received an unusual complaint last Friday. Mr. Han bought a wooden desk online and expected it to arrive before a family birthday. The desk arrived on time, but one corner was badly scratched. Mr. Han sent photos and wrote, “I do not want to argue, but I need a fair solution before tomorrow evening.” The message was short, yet the request was urgent. Nora, a new team leader, took charge of the case. She first checked the order system and found that the desk had passed quality checking before it left the warehouse. Then she called the delivery company ____21____ confirming the transport record. The driver said the desk had been placed beside a metal shelf during the final delivery. Nora realized the problem was probably caused ____22____ careless handling, not by production. She kept her voice ____23____ because the driver sounded worried. The easier choice was to offer a small discount and close the case. However, Nora thought about the customer’s real need. She asked her team to search nearby stores and found the same model in a branch store. Although it would cost more time, she arranged a worker ____24____ the desk that afternoon. At the same time, she wrote an apology email that explained the cause and promised a second delivery before 7 p.m. Before sending the email, she checked ____25____ each promise could really be kept. At 6:30 p.m., the new desk arrived. Mr. Han was surprised because he had expected only a refund. He later wrote a positive review, saying that the company had turned a complaint into trust. Nora shared the case with her team. She said that a complaint is not a battle to win, ____26____ a chance to understand what the customer truly values. When workers combine facts, responsibility and empathy, they can find ____27____ solutions than standard answers. The review became a useful ____28____ for later training, and the team decided to put fragile furniture in a safer ____29____. From then on, every worker understood that service quality begins with small ____30____. 21．A．before B．after C．without D．against 22．A．for B．with C．by D．from 23．A．calm B．empty C．late D．cheap 24．A．deliver B．delivering C．to deliver D．delivered 25．A．when B．whether C．where D．who 26．A．but B．or C．so D．if 27．A．worse B．better C．slower D．smaller 28．A．case B．price C．screen D．battery 29．A．address B．corner C．position D．receipt 30．A．mistakes B．habits C．orders D．excuses 【答案】21．A 22．C 23．A 24．C 25．B 26．A 27．B 28．A 29．C 30．B 【导语】本文是一篇记叙文。文章讲述家具公司客服团队处理桌子损坏投诉的过程，展示了核查事实、理解真实需求、兑现承诺和团队复盘在客户服务中的重要价值。 21．考查介词。句意：她在确认运输记录前打电话给配送公司。before 表示先后顺序，符合处理流程。 22．考查介词。句意：问题可能由粗心搬运造成。be caused by 表示“由……造成”。 23．考查形容词词义辨析。前文司机担心，服务人员应保持冷静，calm 符合。 24．考查非谓语动词。arrange sb. to do sth. 表示“安排某人做某事”，应用 to deliver。 25．考查宾语从句连接词。句意：她核查每个承诺是否真的能做到，whether 符合。 26．考查连词。not...but... 表示“不是……而是……”，符合句意。 27．考查形容词比较级。根据“than standard answers”可知用比较级，better 表示“更好的”。 28．考查名词词义辨析。投诉处理经过成为培训案例，case 符合语境。 29．考查名词词义辨析。为避免损坏，易碎家具应放在更安全的位置，position 符合。 30．考查名词词义辨析。服务质量始于小习惯，habits 概括工作规范。 Ⅳ. 补全对话（共5小题；每小题2分，满分10分） 根据对话内容，从对话后所给的七个选项中，选出能填入空白处的最佳选项。（选项中有两项是多余的） A: Hello, Star Delivery Service. This is Linda speaking. B: Hello. I’m calling about order No. 8651. It was expected to arrive yesterday, but I haven’t received it. A: I’m sorry for the delay. ____31____ B: Yes. My name is Alan Green, and my phone number is 158-2234-7760. A: Thank you. I’ve found the record. The package is still at the north station because of a sorting mistake. B: ____32____ I need the parts for tomorrow’s repair work. A: I understand. We can arrange a special delivery this afternoon. B: That would help. ____33____ A: Before 5 p.m. The driver will call you thirty minutes earlier. B: Good. Will there be any discount for the delay? A: ____34____ We will reduce the delivery fee by 20%. B: Thank you. Please make sure it arrives today. A: ____35____ I will also send you a message with the driver’s number. A．Could you tell me your name and phone number? B．That is really inconvenient. C．We have no responsibility for the package. D．Yes, that is a reasonable request. E．When can it arrive today? F．You should buy the parts again. G．We promise to follow up until it is delivered. 【答案】31．A 32．B 33．E 34．D 35．G 【导语】本文是一段配送客服处理延误投诉的对话。顾客说明订单延误和实际需求，客服核对信息、解释原因、安排特别配送并回应折扣请求，体现问题解决链条。 31．根据答语提供姓名和电话可知，空处询问个人信息，A项符合。 32．根据后文“明天维修需要零件”可知，顾客强调延误带来不便，B项符合。 33．根据答语“Before 5 p.m.”可知，空处询问到达时间，E项符合。 34．根据前文询问折扣、后文给出减免费用可知，D项“这是合理要求”符合。 35．根据前文要求确保当天送达，客服应作出跟进承诺，G项符合。 Ⅴ. 阅读理解（共15小题；每小题2分，满分30分） 阅读下面短文A，判断36~40小题是否正确。若正确，选T；若错误，选F。阅读短文B和C，从每小题所给的A、B、C和D四个选项中选出最佳选项。 A A complaint letter is different from an angry message. It should state the problem clearly and help the receiver understand what needs to be done. A good letter usually includes four parts. The first part gives basic information, such as the order number, the date of purchase and the name of the product or service. Without these details, the service worker may spend extra time finding the record. The second part describes the problem. The writer should explain what happened, when it happened and how it caused inconvenience. For example, a customer may write that a printer stopped working after three days, or that leaflets were delivered to the wrong company. Facts are more useful than emotional words. A sentence like “Your service is the worst in the world” may express anger, but it does not help solve the problem. The third part shows evidence. Photos, receipts, delivery messages and repair records can make the complaint stronger. Evidence also helps the company decide whether the product is under guarantee and whether it should be repaired, exchanged or refunded. The fourth part gives a reasonable request. The request may be a second delivery, a price reduction, a repair or a clear explanation. When writing a complaint letter, the tone should be firm but polite. A polite letter does not mean the customer gives up rights. Instead, it makes communication easier and keeps the focus on solving the problem. For service workers, reading such a letter carefully is the first step toward a fair reply. 36．A good complaint letter should include basic order information. 37．Emotional words are more useful than facts in a complaint letter. 38．Photos and receipts can help support a complaint. 39．A reasonable request may include repair or a second delivery. 40．A polite tone means the customer gives up all rights. 【答案】36．T 37．F 38．T 39．T 40．F 【导语】本文是一篇说明文，围绕投诉信写作展开，介绍投诉信应包含基本信息、问题描述、证据和合理诉求，并强调语气坚定而礼貌有助于解决问题。 36．细节判断题。根据第一段“basic information, such as the order number...”可知，投诉信应包含订单等基本信息，判断为T。 37．细节判断题。根据第二段“Facts are more useful than emotional words”可知，事实比情绪化语言更有用，判断为F。 38．细节判断题。根据第三段“Photos, receipts...can make the complaint stronger”可知，照片和收据可作为证据，判断为T。 39．细节判断题。根据第三段“second delivery...repair”可知，合理请求可包括维修或二次配送，判断为T。 40．细节判断题。根据第四段“A polite letter does not mean the customer gives up rights”可知，礼貌不等于放弃权利，判断为F。 B When Chen Yu joined a hotel as a front-desk trainee, she was told that the most difficult guests were those who complained loudly. Two weeks later, she learned that quiet complaints could be harder to notice. One rainy evening, a guest named Mr. Liu came to the desk and said calmly, “There has been no hot water in my room for forty minutes.” He did not raise his voice, but he looked tired after a long trip. Chen Yu first apologized and checked the room record. The hotel system showed no repair notice from that floor. She called the engineering worker, who found that a valve had been closed during afternoon maintenance. It would take at least one hour to fix. Chen Yu knew that simply asking Mr. Liu to wait was not enough because he had a business meeting early the next morning. She offered two choices: moving to another room on the same floor, or using a shower room near the gym while the hotel repaired the valve. Mr. Liu chose to move because he wanted to rest soon. Chen Yu arranged a worker to carry his luggage and gave him a breakfast coupon as an apology. Before he left the desk, she wrote down his meeting time and asked the kitchen to prepare breakfast fifteen minutes earlier. The next morning, Mr. Liu thanked Chen Yu. He said the problem was unpleasant, but the quick response made him feel respected. Chen Yu later wrote in her training report that service is not only about solving the visible problem. It also means noticing the customer’s hidden need. In this case, the hidden need was not just hot water, but enough rest before an important meeting. 41．What can we learn about Mr. Liu when he complained? A．He shouted at the trainee. B．He spoke calmly but felt tired. C．He asked for free dinner. D．He refused to show his record. 42．Why could the hotel not solve the hot-water problem at once? A．A valve had been closed earlier. B．The guest used too much water. C．The room record was missing. D．The meeting started too early. 43．Which choice did Mr. Liu finally make? A．He waited in the room. B．He used the gym shower. C．He moved to another room. D．He left the hotel at once. 44．Which service did Chen Yu provide besides changing the room? A．She cancelled his meeting. B．She repaired the valve herself. C．She prepared earlier breakfast. D．She bought him a new suitcase. 45．What can we infer from the last paragraph? A．Visible problems are never important. B．Quiet guests need no service help. C．Good service notices deeper needs. D．Hotel trainees should avoid complaints. 【答案】41．B 42．A 43．C 44．C 45．C 【导语】本文是一篇记叙文，讲述酒店前台实习生陈雨处理住客热水投诉的经历。文章通过核查原因、提供选择和关注隐藏需求，说明优质服务不仅要解决表面问题，还要理解顾客真实处境。 41．细节理解题。根据第一段“He did not raise his voice, but he looked tired”可知，他语气平静但很疲惫。 42．细节理解题。根据第二段“a valve had been closed during afternoon maintenance”可知，热水问题源于阀门被关闭。 43．细节理解题。根据第三段“Mr. Liu chose to move”可知，他选择换房间。 44．细节理解题。根据第三段“asked the kitchen to prepare breakfast fifteen minutes earlier”可知，她还安排提前准备早餐。 45．推理判断题。最后一段指出服务还要发现隐藏需求，因此好服务应关注更深层需求。 C At the China International Fair for Trade in Services, many visitors are interested in how companies use technology to improve after-sales service. One exhibition area shows a smart system for home appliances. When a washing machine reports an error, the system can send the error code to the service center. A worker then checks the model, guarantee period and nearby repair schedule. In some cities, the customer may receive a repair appointment within five minutes. Another area presents customer-service training with virtual reality, or VR. New workers wear VR glasses and enter a simulated store. In the store, they meet different customers: one asks for a refund without a receipt, another complains about delayed delivery, and a third wants a discount because of a small scratch. The system records how the worker listens, asks questions and offers solutions. Trainers can then replay the conversation and point out whether the worker interrupted the customer or forgot to express an apology. These technologies are useful, but experts at the fair also warn that speed should not be the only goal. A quick answer that does not solve the real problem may increase dissatisfaction. For example, if a system replies, “Your package is on the way,” but does not tell the customer when it will arrive, the reply is not helpful enough. Customers need clear information, fair choices and someone who takes responsibility. The idea is similar to the traditional Chinese value of sincerity. In business, sincerity means more than polite words. It means checking facts before replying, keeping promises after making them, and making up for loss when a company is responsible. Technology can make service faster and more accurate, but sincerity gives service its warmth. A company that has both may stand out in a competitive market. 46．What can the smart home-appliance system do? A．Send error information to service centers. B．Wash clothes without electricity. C．Replace all repair workers at home. D．Sell tickets for the trade fair. 47．What does the underlined word “simulated” in Paragraph 2 mean? A．Real and crowded. B．Copied for practice. C．Old but popular. D．Hidden from visitors. 48．Which behavior can VR training record? A．How workers listen and reply. B．How customers travel to the fair. C．How machines are produced. D．How discounts change every day. 49．According to Paragraph 3, what may make a quick reply unhelpful? A．It includes a delivery time. B．It gives fair choices. C．It lacks clear arrival information. D．It is sent by a responsible worker. 50．What is the main idea of the passage? A．Service technology needs sincerity too. B．VR glasses are only used in hotels. C．Home appliances seldom need repair. D．Trade fairs mainly sell washing machines. 【答案】46．A 47．B 48．A 49．C 50．A 【导语】本文是一篇说明文，围绕服务贸易展中的售后服务技术展开，介绍智能家电系统和VR客服训练，并指出速度和技术之外仍需清晰信息、公平选择和真诚态度。 46．细节理解题。根据第一段“send the error code to the service center”可知，智能系统可把故障信息发送至服务中心。 47．词义猜测题。根据“VR glasses”和“enter a simulated store”可知，simulated 指“模拟的、用于练习的”。 48．细节理解题。根据第二段“The system records how the worker listens, asks questions and offers solutions”可知，VR训练可记录倾听和回应方式。 49．细节理解题。根据第三段若只说包裹在路上却不说明到达时间，则不够有帮助，说明缺少清楚到达信息。 50．主旨大意题。全文先讲服务技术，再强调速度之外还需真诚，A项概括最准确。 Ⅵ. 句子改错（共10小题；每小题1分，满分10分） 下列各句均有一处错误，请找出并改正。 51. The worker asked if did the customer need a refund.（单句改错） 【答案】did the customer need → the customer needed 【解析】if 引导宾语从句时，从句用陈述语序；主句为过去时，从句相应使用过去时。 52. Although the delivery was delayed, but the customer stayed calm.（单句改错） 【答案】删除 but 【解析】although 引导让步状语从句时，不能与 but 连用。 53. The repair report was so clear that everyone understand the problem.（单句改错） 【答案】understand → understood 【解析】主句谓语 was 为过去时，that 从句描述当时结果，谓语用过去式。 54. We should be responsible of the mistake we made.（单句改错） 【答案】of → for 【解析】be responsible for 表示“对……负责”。 55. The customers have received the right package yesterday.（单句改错） 【答案】have received → received 【解析】yesterday 表示明确过去时间，应用一般过去时。 56. There is many requests in the complaint email.（单句改错） 【答案】is → are 【解析】requests 为复数名词，there be 句型中 be 动词应用 are。 57. He gave me two useful advice on handling complaints.（单句改错） 【答案】advice → pieces of advice 【解析】advice 为不可数名词，表达“两条建议”应用 two pieces of advice。 58. The manager made the worker to check the address again.（单句改错） 【答案】删除 to 【解析】make sb. do sth. 表示“让某人做某事”，后接省略 to 的不定式。 59. This solution is more fair than the first one.（单句改错） 【答案】more fair → fairer 【解析】fair 为单音节形容词，比较级通常用 fairer。 60. Please tell me what should I do next.（单句改错） 【答案】should I do → I should do 【解析】what 引导宾语从句时，从句应用陈述语序。 Ⅶ. 短语适当形式填空（共10小题；每小题2分，满分20分） 从方框中选择恰当短语，并用其适当形式完成句子。 take charge of be responsible for make up for reduce the price arrange a second delivery give a discount cause inconvenience as quickly as possible receive a request check whether 61. The team leader will ____ the difficult complaint this afternoon. 62. The company admitted that it should ____ the damaged goods. 63. They decided to ____ the customer’s loss with a free repair. 64. Because the leaflets arrived late, the manager ____ by 15%. 65. We need to ____ before noon so that the customer can get the right goods. 66. The shop often ____ to old customers during the Spring Festival. 67. The sorting mistake ____ to many online buyers last week. 68. Please reply to the email ____ because the order is urgent. 69. The service center ____ for a refund from Mr. White yesterday. 70. The worker must ____ the product is still under guarantee. 【答案】61.take charge of 62.be responsible for 63.make up for 64.reduced the price 65.arrange a second delivery 66.gives a discount 67.caused inconvenience 68.as quickly as possible 69.received a request 70.check whether 【解析】61. take charge of：负责；will 后接动词原形。 62. be responsible for：对……负责；should 后接动词原形，保留 be。 63. make up for：弥补；decide to 后接动词原形。 64. reduce the price：降价；根据语境为过去决定，reduce 变为 reduced。 65. arrange a second delivery：安排二次配送；need to 后接动词原形。 66. give a discount：给予折扣；主语 The shop 为第三人称单数，often 表示一般现在时，give 变为 gives。 67. cause inconvenience：造成不便；last week 提示一般过去时，cause 变为 caused。 68. as quickly as possible：尽快；作方式状语，无需变形。 69. receive a request：收到请求；yesterday 提示一般过去时，receive 变为 received。 70. check whether：核查是否；must 后接动词原形。 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 B卷·能力提升 考试时间：120分钟 满分：100分 班级_____姓名_____学号_____成绩_____ Ⅰ. 语音辨析。 (共5小题；每小题1分，满分5分) 读下列单词，从每题所给的 A、B、C 和 D 四个选项中，选出画线部分发音不同的一项。 1．A．trust B．customer C．rule D．refund 2．A．reply B．try C．system D．supply 3．A．patient B．nation C．question D．solution 4．A．delay B．pay C．says D．way 5．A．checked B．worked C．waited D．helped Ⅱ. 单项选择（共15小题；每小题1分，满分15分） 阅读下列句子，从每题所给的 A、B、C 和 D 四个选项中，选出最佳选项。 6. The service worker explained the cause again ______ the customer could fully understand it. A．unless B．so that C．even if D．before 7. ______ the goods arrived late, the company still offered a discount for the trouble. A．Although B．Because C．Until D．If 8. I am not sure ______ the address sheet was put on the wrong package. A．that B．where C．whether D．what 9. The screen was so dark ______ Tim could hardly read the message. A．if B．because C．until D．that 10. The worker will call you back ______ he gets the repair report. A．as soon as B．even though C．so that D．unless 11. By the time we arrived, the manager ______ the complaint email twice. A．reads B．has read C．had read D．is reading 12. The wrong leaflets ______ from our office tomorrow morning. A．collect B．collected C．will be collected D．are collecting 13. Neither the customer nor the salesperson ______ satisfied with the first solution. A．were B．are C．be D．was 14. The company suggested ______ the price to make up for the loss. A．reduce B．reducing C．to reduce D．reduced 15. You ______ show your receipt before the worker checks the guarantee period. A．may B．need C．should D．would 16. The delivery man repaired the mistake ______ he had caused during the morning work. A．who B．which C．where D．when 17. The reason ______ the customer was unhappy was the careless reply. A．why B．which C．who D．when 18. We wondered ______ the second delivery would arrive before noon. A．what B．that C．whether D．who 19. The service center is open from 8:00 a.m. ______ 6:00 p.m. every day. A．at B．by C．to D．on 20. Not only the manager but also the workers ______ responsible for keeping promises. A．is B．are C．was D．be Ⅲ. 完形填空（共10小题；每小题1分，满分10分） 阅读下面短文，从短文后各题所给的 A、B、C 和 D 四个选项中，选出可以填入空白处的最佳选项。 A customer service team in a furniture company received an unusual complaint last Friday. Mr. Han bought a wooden desk online and expected it to arrive before a family birthday. The desk arrived on time, but one corner was badly scratched. Mr. Han sent photos and wrote, “I do not want to argue, but I need a fair solution before tomorrow evening.” The message was short, yet the request was urgent. Nora, a new team leader, took charge of the case. She first checked the order system and found that the desk had passed quality checking before it left the warehouse. Then she called the delivery company ____21____ confirming the transport record. The driver said the desk had been placed beside a metal shelf during the final delivery. Nora realized the problem was probably caused ____22____ careless handling, not by production. She kept her voice ____23____ because the driver sounded worried. The easier choice was to offer a small discount and close the case. However, Nora thought about the customer’s real need. She asked her team to search nearby stores and found the same model in a branch store. Although it would cost more time, she arranged a worker ____24____ the desk that afternoon. At the same time, she wrote an apology email that explained the cause and promised a second delivery before 7 p.m. Before sending the email, she checked ____25____ each promise could really be kept. At 6:30 p.m., the new desk arrived. Mr. Han was surprised because he had expected only a refund. He later wrote a positive review, saying that the company had turned a complaint into trust. Nora shared the case with her team. She said that a complaint is not a battle to win, ____26____ a chance to understand what the customer truly values. When workers combine facts, responsibility and empathy, they can find ____27____ solutions than standard answers. The review became a useful ____28____ for later training, and the team decided to put fragile furniture in a safer ____29____. From then on, every worker understood that service quality begins with small ____30____. 21．A．before B．after C．without D．against 22．A．for B．with C．by D．from 23．A．calm B．empty C．late D．cheap 24．A．deliver B．delivering C．to deliver D．delivered 25．A．when B．whether C．where D．who 26．A．but B．or C．so D．if 27．A．worse B．better C．slower D．smaller 28．A．case B．price C．screen D．battery 29．A．address B．corner C．position D．receipt 30．A．mistakes B．habits C．orders D．excuses Ⅳ. 补全对话（共5小题；每小题2分，满分10分） 根据对话内容，从对话后所给的七个选项中，选出能填入空白处的最佳选项。（选项中有两项是多余的） A: Hello, Star Delivery Service. This is Linda speaking. B: Hello. I’m calling about order No. 8651. It was expected to arrive yesterday, but I haven’t received it. A: I’m sorry for the delay. ____31____ B: Yes. My name is Alan Green, and my phone number is 158-2234-7760. A: Thank you. I’ve found the record. The package is still at the north station because of a sorting mistake. B: ____32____ I need the parts for tomorrow’s repair work. A: I understand. We can arrange a special delivery this afternoon. B: That would help. ____33____ A: Before 5 p.m. The driver will call you thirty minutes earlier. B: Good. Will there be any discount for the delay? A: ____34____ We will reduce the delivery fee by 20%. B: Thank you. Please make sure it arrives today. A: ____35____ I will also send you a message with the driver’s number. A．Could you tell me your name and phone number? B．That is really inconvenient. C．We have no responsibility for the package. D．Yes, that is a reasonable request. E．When can it arrive today? F．You should buy the parts again. G．We promise to follow up until it is delivered. Ⅴ. 阅读理解（共15小题；每小题2分，满分30分） 阅读下面短文A，判断36~40小题是否正确。若正确，选T；若错误，选F。阅读短文B和C，从每小题所给的A、B、C和D四个选项中选出最佳选项。 A A complaint letter is different from an angry message. It should state the problem clearly and help the receiver understand what needs to be done. A good letter usually includes four parts. The first part gives basic information, such as the order number, the date of purchase and the name of the product or service. Without these details, the service worker may spend extra time finding the record. The second part describes the problem. The writer should explain what happened, when it happened and how it caused inconvenience. For example, a customer may write that a printer stopped working after three days, or that leaflets were delivered to the wrong company. Facts are more useful than emotional words. A sentence like “Your service is the worst in the world” may express anger, but it does not help solve the problem. The third part shows evidence. Photos, receipts, delivery messages and repair records can make the complaint stronger. Evidence also helps the company decide whether the product is under guarantee and whether it should be repaired, exchanged or refunded. The fourth part gives a reasonable request. The request may be a second delivery, a price reduction, a repair or a clear explanation. When writing a complaint letter, the tone should be firm but polite. A polite letter does not mean the customer gives up rights. Instead, it makes communication easier and keeps the focus on solving the problem. For service workers, reading such a letter carefully is the first step toward a fair reply. 36．A good complaint letter should include basic order information. 37．Emotional words are more useful than facts in a complaint letter. 38．Photos and receipts can help support a complaint. 39．A reasonable request may include repair or a second delivery. 40．A polite tone means the customer gives up all rights. B When Chen Yu joined a hotel as a front-desk trainee, she was told that the most difficult guests were those who complained loudly. Two weeks later, she learned that quiet complaints could be harder to notice. One rainy evening, a guest named Mr. Liu came to the desk and said calmly, “There has been no hot water in my room for forty minutes.” He did not raise his voice, but he looked tired after a long trip. Chen Yu first apologized and checked the room record. The hotel system showed no repair notice from that floor. She called the engineering worker, who found that a valve had been closed during afternoon maintenance. It would take at least one hour to fix. Chen Yu knew that simply asking Mr. Liu to wait was not enough because he had a business meeting early the next morning. She offered two choices: moving to another room on the same floor, or using a shower room near the gym while the hotel repaired the valve. Mr. Liu chose to move because he wanted to rest soon. Chen Yu arranged a worker to carry his luggage and gave him a breakfast coupon as an apology. Before he left the desk, she wrote down his meeting time and asked the kitchen to prepare breakfast fifteen minutes earlier. The next morning, Mr. Liu thanked Chen Yu. He said the problem was unpleasant, but the quick response made him feel respected. Chen Yu later wrote in her training report that service is not only about solving the visible problem. It also means noticing the customer’s hidden need. In this case, the hidden need was not just hot water, but enough rest before an important meeting. 41．What can we learn about Mr. Liu when he complained? A．He shouted at the trainee. B．He spoke calmly but felt tired. C．He asked for free dinner. D．He refused to show his record. 42．Why could the hotel not solve the hot-water problem at once? A．A valve had been closed earlier. B．The guest used too much water. C．The room record was missing. D．The meeting started too early. 43．Which choice did Mr. Liu finally make? A．He waited in the room. B．He used the gym shower. C．He moved to another room. D．He left the hotel at once. 44．Which service did Chen Yu provide besides changing the room? A．She cancelled his meeting. B．She repaired the valve herself. C．She prepared earlier breakfast. D．She bought him a new suitcase. 45．What can we infer from the last paragraph? A．Visible problems are never important. B．Quiet guests need no service help. C．Good service notices deeper needs. D．Hotel trainees should avoid complaints. C At the China International Fair for Trade in Services, many visitors are interested in how companies use technology to improve after-sales service. One exhibition area shows a smart system for home appliances. When a washing machine reports an error, the system can send the error code to the service center. A worker then checks the model, guarantee period and nearby repair schedule. In some cities, the customer may receive a repair appointment within five minutes. Another area presents customer-service training with virtual reality, or VR. New workers wear VR glasses and enter a simulated store. In the store, they meet different customers: one asks for a refund without a receipt, another complains about delayed delivery, and a third wants a discount because of a small scratch. The system records how the worker listens, asks questions and offers solutions. Trainers can then replay the conversation and point out whether the worker interrupted the customer or forgot to express an apology. These technologies are useful, but experts at the fair also warn that speed should not be the only goal. A quick answer that does not solve the real problem may increase dissatisfaction. For example, if a system replies, “Your package is on the way,” but does not tell the customer when it will arrive, the reply is not helpful enough. Customers need clear information, fair choices and someone who takes responsibility. The idea is similar to the traditional Chinese value of sincerity. In business, sincerity means more than polite words. It means checking facts before replying, keeping promises after making them, and making up for loss when a company is responsible. Technology can make service faster and more accurate, but sincerity gives service its warmth. A company that has both may stand out in a competitive market. 46．What can the smart home-appliance system do? A．Send error information to service centers. B．Wash clothes without electricity. C．Replace all repair workers at home. D．Sell tickets for the trade fair. 47．What does the underlined word “simulated” in Paragraph 2 mean? A．Real and crowded. B．Copied for practice. C．Old but popular. D．Hidden from visitors. 48．Which behavior can VR training record? A．How workers listen and reply. B．How customers travel to the fair. C．How machines are produced. D．How discounts change every day. 49．According to Paragraph 3, what may make a quick reply unhelpful? A．It includes a delivery time. B．It gives fair choices. C．It lacks clear arrival information. D．It is sent by a responsible worker. 50．What is the main idea of the passage? A．Service technology needs sincerity too. B．VR glasses are only used in hotels. C．Home appliances seldom need repair. D．Trade fairs mainly sell washing machines. Ⅵ. 句子改错（共10小题；每小题1分，满分10分） 下列各句均有一处错误，请找出并改正。 51. The worker asked if did the customer need a refund.（单句改错） 52. Although the delivery was delayed, but the customer stayed calm.（单句改错） 53. The repair report was so clear that everyone understand the problem.（单句改错） 54. We should be responsible of the mistake we made.（单句改错） 55. The customers have received the right package yesterday.（单句改错） 56. There is many requests in the complaint email.（单句改错） 57. He gave me two useful advice on handling complaints.（单句改错） 58. The manager made the worker to check the address again.（单句改错） 59. This solution is more fair than the first one.（单句改错） 60. Please tell me what should I do next.（单句改错） Ⅶ. 短语适当形式填空（共10小题；每小题2分，满分20分） 从方框中选择恰当短语，并用其适当形式完成句子。 take charge of be responsible for make up for reduce the price arrange a second delivery give a discount cause inconvenience as quickly as possible receive a request check whether 61. The team leader will ____ the difficult complaint this afternoon. 62. The company admitted that it should ____ the damaged goods. 63. They decided to ____ the customer’s loss with a free repair. 64. Because the leaflets arrived late, the manager ____ by 15%. 65. We need to ____ before noon so that the customer can get the right goods. 66. The shop often ____ to old customers during the Spring Festival. 67. The sorting mistake ____ to many online buyers last week. 68. Please reply to the email ____ because the order is urgent. 69. The service center ____ for a refund from Mr. White yesterday. 70. The worker must ____ the product is still under guarantee. 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 $