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）

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_____ 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．charge B．large C．care D．market 2．A．receive B．receipt C．ceiling D．friend 3．A．cause B．fault C．because D．laugh 4．A．promise B．polite C．product D．problem 5．A．check B．charge C．machine D．choose 【答案】1．C 2．D 3．D 4．B 5．C 【解析】1．A、B、D项划线部分读/ɑː/，C项读/eə/，故选C。2．A、B、C项划线部分读/iː/，D项读/e/，故选D。3．A、B、C项划线部分读/ɔː/，D项读/ɑː/，故选D。4．A、C、D项划线部分读/ɒ/，B项读/əʊ/，故选B。5．A、B、D项划线部分读/tʃ/，C项读/ʃ/，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. We will check the receipt carefully ______ we can know whether the phone is still under guarantee. A．because B．so that C．even though D．since 【答案】B 【解析】句意为“我们会仔细核对收据，以便知道手机是否仍在保修期内”。so that 引导目的状语从句，符合语境。 7. The customer waited patiently ______ the service center was very busy. A．so B．if C．even though D．unless 【答案】C 【解析】句意为“尽管服务中心很忙，顾客仍耐心等待”。前后存在让步关系，even though 表示“尽管”。 8. ______ the delivery was delayed, the company reduced the price by 10%. A．Since B．Until C．Before D．Whether 【答案】A 【解析】句意为“由于配送延误，公司将价格降低了10%”。since 可表示原因，符合句意。 9. The staff member asked me ______ I had brought the receipt with me. A．that B．because C．until D．whether 【答案】D 【解析】句意为“工作人员问我是否带了收据”。whether 引导宾语从句，表示“是否”。 10. Please charge the battery as required, ______ it will not last long. A．and B．or C．but D．so 【答案】B 【解析】句意为“请按要求给电池充电，否则它不会耐用”。or 在祈使句后表示“否则”。 11. The manager ______ a sincere apology to the customer yesterday. A．express B．expresses C．expressed D．expressing 【答案】C 【解析】根据 yesterday 可知句子用一般过去时，谓语动词 express 应用过去式 expressed。 12. The new system ______ orders for delivery workers every morning. A．arranges B．arrange C．arranged D．arranging 【答案】A 【解析】主语 The new system 为第三人称单数，every morning 表示经常性动作，谓语用 arranges。 13. The damaged goods ______ back by the delivery man tomorrow. A．take B．took C．are taken D．will be taken 【答案】D 【解析】tomorrow 表示将来，主语 goods 与 take back 之间为被动关系，应使用一般将来时的被动语态。 14. Mary ______ three complaint emails since last Monday. A．writes B．is writing C．has written D．wrote 【答案】C 【解析】since last Monday 是现在完成时标志，主语 Mary 为第三人称单数，应用 has written。 15. The worker in charge of the order ______ the address sheet twice every day. A．check B．checks C．checked D．checking 【答案】B 【解析】主语 The worker 为第三人称单数，every day 表示一般现在时，谓语动词用 checks。 16. This is the service center ______ repaired my watch last week. A．which B．who C．where D．when 【答案】A 【解析】先行词 the service center 指机构，在从句中作主语，可用 which 引导定语从句。 17. I still remember the day ______ I first made a complaint politely. A．which B．who C．when D．where 【答案】C 【解析】先行词 the day 表示时间，在从句中作时间状语，应用 when。 18. The customer was satisfied because the problem ______ quickly. A．solves B．solved C．was solved D．is solving 【答案】C 【解析】主语 problem 与 solve 是被动关系，结合 was satisfied 可知用一般过去时的被动语态 was solved。 19. The company gave us a discount to make up ______ the loss. A．with B．to C．for D．on 【答案】C 【解析】make up for 是固定搭配，表示“弥补”。 20. ______ useful solution they worked out for the customer! A．What a B．How C．What D．How a 【答案】A 【解析】solution 为可数名词单数，前有形容词 useful 修饰，感叹句结构为 What a/an + adj. + n.。 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。 Last month, I worked as a helper at a small service counter in a shopping center. On the first Monday morning, a woman came in with a rice cooker in her hands. She looked worried but still spoke in a polite way. “I bought it here a week ago,” she said. “It stops working after ten minutes, and I need it for my family dinner tonight.” My trainer, Mr. Chen, asked me to listen carefully and write down the key information before giving any answer. I first asked for her receipt and checked the date on it. The product was still ____21____ guarantee, so we could offer free checking. Then I asked her to describe the problem ____22____, because a clear record would help the repair worker. While she was speaking, I noticed that she was becoming less ____23____. Mr. Chen told me later that good customer service begins with patience. We should not only solve a problem, but also make the customer feel respected. After twenty minutes, the repair worker found that a small part inside the rice cooker was broken. We could not repair it at once, ____24____ we exchanged a new one for her. Before she left, Mr. Chen asked me to test the new cooker and make sure it worked. The woman smiled and said that our service was ____25____ than she expected. I felt proud, but Mr. Chen reminded me to record the case in the system. He said every complaint could ____26____ a lesson for the team. That day, I understood ____27____ service workers need professional ethics. If we deal with complaints only in a hurry, customers may lose trust. ____28____ we listen, check facts and keep promises, even a complaint can become a chance to build a better relationship. The next morning, the manager praised us because we had followed the customer’s ____29____ and stayed ____30____ during the whole process. 21．A．on B．under C．over D．without 22．A．quietly B．simply C．clearly D．suddenly 23．A．angry B．careless C．honest D．common 24．A．so B．if C．though D．unless 25．A．slower B．worse C．better D．harder 26．A．turn into B．look after C．pick up D．wait for 27．A．where B．why C．when D．how 28．A．Because B．If C．Although D．Before 29．A．request B．discount C．promise D．address 30．A．patient B．late C．silent D．cheap 【答案】21．B 22．C 23．A 24．A 25．C 26．A 27．B 28．B 29．A 30．A 【导语】本文是一篇记叙文。文章讲述了一名服务台实习助手处理顾客投诉的经历，重点呈现了倾听、核对事实、耐心沟通和信守承诺在客户服务中的作用。 21．考查介词搭配。句意：产品仍在保修期内。under guarantee 表示“在保修期内”，符合收据日期仍有效的语境。 22．考查副词词义辨析。句意：我让她清楚地描述问题。后文提到“a clear record”，说明需要 clearly。 23．考查形容词词义辨析。句意：她变得不那么生气了。前文说她担忧，工作人员耐心记录后情绪缓和，angry 符合语境。 24．考查连词。句意：我们不能马上修好，所以给她换了新的。前后为因果关系，so 符合。 25．考查形容词比较级。句意：服务比她预期的更好。根据 smiled 和 positive feedback 可知 better 合适。 26．考查动词短语。句意：每一次投诉都能变成团队的一次经验。turn into 表示“变成”，符合语义。 27．考查宾语从句连接词。句意：我明白了为什么服务人员需要职业道德。后文解释原因，why 符合。 28．考查状语从句连词。句意：如果我们倾听、核对事实并信守承诺，投诉也能成为机会。if 引导条件状语从句。 29．考查名词词义辨析。句意：我们遵循了顾客的请求。follow one’s request 表示“按某人的请求办”，符合服务情境。 30．考查形容词词义辨析。句意：整个过程中保持耐心。stay patient 表示“保持耐心”，与全文主题一致。 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: Good morning. This is Green Online Store. How may I help you? B: Hello. I bought a pair of shoes from your store, but they are the wrong size. ____31____ A: I am sorry for the inconvenience caused. ____32____ B: Size 39. But the box says size 37. A: I see. Could you please send us a photo of the box and your order number? B: Sure. ____33____ A: We will check it at once. If it is our mistake, we can exchange the shoes for you. B: That sounds good. ____34____ A: Usually within three working days after we receive the wrong pair. B: OK. I hope it can be solved soon because I need them for work. A: We understand. ____35____ B: Thank you for your help. A．I will send them to you in five minutes. B．I would like to make a complaint. C．Can I pay for another pair now? D．We will deal with it as quickly as possible. E．What size did you order? F．The shoes are more expensive than before. G．How long will it take to get the right pair? 【答案】31．B 32．E 33．A 34．G 35．D 【导语】本文是一段客服与顾客之间的投诉处理对话。顾客因鞋子尺码错误提出投诉，客服通过询问信息、要求凭证、承诺换货等方式解决问题。 31．根据前文“尺码错误”和后文道歉可知，此处应提出投诉，B项符合。 32．根据答语“Size 39.”可知，空处询问订购尺码，E项符合。 33．根据上文要求发送照片和订单号可知，此处应表示会发送，A项符合。 34．根据答语“Usually within three working days”可知，空处询问所需时间，G项符合。 35．根据前文希望尽快解决可知，客服应承诺尽快处理，D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 Many stores receive complaints every day, but not every complaint means a customer is angry. In fact, a complaint often gives a store a chance to find a hidden problem. When a customer says that a delivery is late, a product is damaged, or a service worker is careless, the company can use the information to improve its work. The first step is to listen without stopping the customer. A service worker should write down the time, product name, order number and main request. This makes the customer feel that the problem is being taken seriously. The second step is to check facts. For example, if a customer says a mobile phone battery cannot be charged, the worker should check the receipt, the guarantee period and the way the battery was used. If the product is still under guarantee, the worker may arrange free repair or exchange. If the damage was caused by wrong use, the worker should explain the reason politely and offer a possible solution. Clear checking prevents guesses and helps both sides accept the final decision. The third step is to reply in time. A late answer may cause more inconvenience and make the customer lose trust. A good reply usually includes an apology, the cause of the problem, a clear solution and a promise to avoid the same mistake. Companies that deal with complaints carefully often keep customers for a longer time. Good service is not only about smiling at the counter. It is also about responsibility, patience and honest communication. 36．A complaint can help a company discover problems in its service. 37．A service worker should interrupt the customer to save time. 38．Checking the receipt and guarantee period may help decide the solution. 39．A late reply always makes customers more satisfied. 40．Good service includes responsibility and honest communication. 【答案】36．T 37．F 38．T 39．F 40．T 【导语】本文是一篇说明文，围绕客户投诉处理展开，主要介绍了倾听、核对事实和及时回复三个基本步骤，说明投诉并非单纯的麻烦，也可以成为改进服务和维护信任的机会。 36．细节判断题。根据第一段“a complaint often gives a store a chance to find a hidden problem”可知，投诉能帮助公司发现问题，判断为T。 37．细节判断题。根据第一段“The first step is to listen without stopping the customer”可知，服务人员不应打断顾客，判断为F。 38．细节判断题。根据第二段“check the receipt, the guarantee period...”可知，核对收据和保修期有助于确定解决办法，判断为T。 39．细节判断题。根据第三段“A late answer may cause more inconvenience and make the customer lose trust”可知，迟复可能带来更多不便，判断为F。 40．细节判断题。根据最后一句“responsibility, patience and honest communication”可知，责任和诚实沟通属于好服务的一部分，判断为T。 B Li Ming spent his winter holiday working at his uncle’s express station. At first, he thought the job was simple: scan packages, call customers and hand goods to the right people. On the third day, however, he met a difficult case. A customer named Ms. Zhao came to the station and said that a box of tea cups she had ordered for a family dinner was broken. She showed Li Ming several photos and asked for a solution before six o’clock that evening. Li Ming was nervous because his uncle was out delivering packages. He first checked the order number and found that the goods had arrived at 10:20 that morning. Then he looked at the camera record. The box had been put near the door for nearly forty minutes because the shelf was full. During that time, another worker moved a heavy bag and accidentally hit the box. Li Ming understood that the station was responsible for the damage. Instead of saying “I don’t know,” Li Ming called his uncle and reported the facts clearly. His uncle asked him to apologize first, then contact the seller for a new set of tea cups. The seller could not send a new set before dinner, so Li Ming worked out another plan. He borrowed the same kind of tea cups from a nearby shop and promised that the new set would be delivered the next day. Ms. Zhao accepted the solution. That evening, Li Ming wrote the case in the station notebook. He suggested putting fragile goods on a separate shelf and checking the shelf every two hours. His uncle praised him, not because he made no mistake, but because he faced the complaint honestly and acted quickly. 41．What can we learn about Ms. Zhao’s complaint? A．It was about a damaged order. B．It was about a wrong address. C．It was about a delayed dinner. D．It was about a lost receipt. 42．Why did Li Ming check the camera record? A．To learn who ordered the goods. B．To know how the damage happened. C．To find when dinner would begin. D．To prove the seller was careless. 43．How long was the box left near the door? A．About twenty minutes. B．About thirty minutes. C．About forty minutes. D．About sixty minutes. 44．Which information about Li Ming’s solution is mentioned? A．He paid all the money himself. B．He refused Ms. Zhao’s request politely. C．He borrowed similar cups first. D．He cancelled the original order. 45．What does the story mainly tell us? A．A holiday job is always easy. B．Honest action helps solve complaints. C．Customers should avoid family dinners. D．Express stations cannot prevent damage. 【答案】41．A 42．B 43．C 44．C 45．B 【导语】本文是一篇记叙文，讲述李明在快递站寒假实践中处理破损包裹投诉的经历。文章通过核对订单、查看监控、主动道歉和提出临时方案，突出诚实、快速和负责的服务态度。 41．细节理解题。根据第一段“a box of tea cups...was broken”可知，投诉内容是商品损坏，A项为同义概括。 42．细节理解题。根据第二段他查看记录并发现箱子被重包撞到可知，他查看监控是为了弄清损坏原因。 43．数字细节题。根据第二段“for nearly forty minutes”可知，箱子在门口放了将近40分钟。 44．细节理解题。根据第三段“He borrowed the same kind of tea cups from a nearby shop”可知，他先借了同款茶杯。 45．主旨大意题。文章通过李明处理投诉的经历说明，诚实面对并快速行动有助于解决投诉。 C In recent years, many Chinese companies have used smart technology to improve customer service. In some museums, visitors can scan a code and get information from a digital guide. In many railway stations, service robots can answer questions about tickets, platforms and lost items. These tools do not replace people completely, but they help workers answer repeated questions more quickly. As a result, service workers can spend more time dealing with special requests and complaints. A well-known example is the smart service system used by several delivery companies. When a customer reports a delayed package, the system can check the route, weather, driver record and warehouse information within seconds. It can also remind the worker to express an apology and give a clear time for the next reply. However, technology alone is not enough. If a worker only reads a cold message from the screen, the customer may still feel ignored. Good service needs both useful tools and warm communication. Traditional Chinese culture also offers ideas for modern service. The saying “He who respects others is constantly respected by them” reminds service workers to respect customers, even when complaints sound sharp. Another idea, “keeping promises,” is important in business. If a company promises a second delivery tomorrow, it should make sure the goods arrive on time. If it cannot keep the promise, it should explain the reason and offer another solution. Smart systems may become faster in the future, but the heart of customer service will not change. Customers want correct information, fair solutions and sincere attitudes. Companies that combine technology with professional ethics are more likely to win long-term trust. This is why many training programs now teach workers not only how to use digital systems, but also how to listen, apologize and solve problems step by step. 46．Which information about service robots is mentioned in Paragraph 1? A．They can answer station questions. B．They can repair digital guides. C．They can replace all workers. D．They can sell museum tickets. 47．What does the underlined word “ignored” in Paragraph 2 mean? A．Welcomed warmly. B．Listened to carefully. C．Not paid attention to. D．Given a quick discount. 48．According to Paragraph 2, what can the smart delivery system check? A．Only the customer’s address. B．Route, weather and related records. C．The price of every product. D．The worker’s personal plan. 49．Which traditional idea is connected with on-time second delivery? A．Respecting older people. B．Keeping promises. C．Learning from mistakes. D．Saving time in meetings. 50．Which is the best title for the text? A．Smart Tools and Warm Service B．The History of Delivery Robots C．How to Write Complaint Letters D．Different Prices in Online Stores 【答案】46．A 47．C 48．B 49．B 50．A 【导语】本文是一篇说明文，围绕智能技术在客户服务中的应用展开，介绍数字导览、服务机器人和智能配送系统的作用，并结合传统文化中的尊重与守信理念，说明技术与温度并重的重要性。 46．细节理解题。根据第一段“service robots can answer questions about tickets, platforms and lost items”可知，服务机器人能回答车站相关问题。 47．词义猜测题。根据前文“only reads a cold message”和后文强调温暖沟通可推知，ignored 表示“未被重视、被忽视”。 48．流程细节题。根据第二段“check the route, weather, driver record and warehouse information”可知，系统能核查路线、天气和相关记录。 49．细节匹配题。根据第三段“Another idea, ‘keeping promises,’”及准时二次配送例子可知，按时配送体现信守承诺。 50．最佳标题题。全文围绕智能技术与温暖沟通共同提升客户服务展开，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. Even though the service was busy, but the worker answered politely.（单句改错） 【答案】删除 but 【解析】even though 引导让步状语从句时，不能再与 but 连用。 52. The customer asked whether could he get a refund.（单句改错） 【答案】could he → he could 【解析】whether 引导宾语从句时，从句应用陈述语序。 53. Please speak clearly so that the worker can understands your request.（单句改错） 【答案】understands → understand 【解析】情态动词 can 后接动词原形。 54. The goods was delivered to the wrong address yesterday.（单句改错） 【答案】was → were 【解析】主语 goods 为复数，be 动词应用 were。 55. She showed her receipt for the salesperson before asking for help.（单句改错） 【答案】for → to 【解析】show sth. to sb. 表示“把某物给某人看”。 56. The company promised send the right leaflets tomorrow.（单句改错） 【答案】promised 后加 to 【解析】promise to do sth. 表示“承诺做某事”。 57. This is a useful informations for the service team.（单句改错） 【答案】informations → information 【解析】information 为不可数名词，不能加 -s。 58. The staff member checked the package careful before delivery.（单句改错） 【答案】careful → carefully 【解析】修饰动词 checked 应用副词 carefully。 59. There are something wrong with the watch screen.（单句改错） 【答案】are → is 【解析】something 为不定代词，作主语时谓语用单数。 60. If it will rain tomorrow, the delivery may be delayed.（单句改错） 【答案】will rain → rains 【解析】if 引导条件状语从句时，主句含将来意义，从句常用一般现在时。 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。 make sure be under guarantee in charge of express an apology deal with due to make a complaint work out ask for in no time 61. The customer called the service center to ____ about the broken screen. 62. The delivery was delayed ____ the heavy snow on the road. 63. This sports watch ____ , so you can have it checked for free. 64. Mr. Wang is ____ the online orders this week. 65. The company ____ for the late reply in its email yesterday. 66. We need to ____ a better solution before Friday. 67. Please ____ the address is correct before you send the package. 68. The customer ____ a refund after finding the product damaged. 69. The repair worker arrived ____ and checked the battery. 70. The new worker is learning how to ____ complaints politely. 【答案】61.make a complaint 62.due to 63.is under guarantee 64.in charge of 65.expressed an apology 66.work out 67.make sure 68.asked for 69.in no time 70.deal with 【解析】61. make a complaint：投诉；to 后接动词原形，表示目的。 62. due to：由于；后接名词短语 the heavy snow 作原因状语。 63. be under guarantee：在保修期内；主语 This sports watch 为单数，句子描述现在情况，be 动词用 is。 64. in charge of：负责；be in charge of 为固定结构，表示“负责……”。 65. express an apology：表达歉意；yesterday 提示一般过去时，express 变为 expressed。 66. work out：想出，制定；need to 后接动词原形。 67. make sure：确保；祈使句中动词用原形。 68. ask for：要求，请求；after 后说明已发现损坏，主句用一般过去时 asked for。 69. in no time：立刻，很快；作状语修饰 arrived，无需变形。 70. deal with：处理；how to 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 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_____ 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．charge B．large C．care D．market 2．A．receive B．receipt C．ceiling D．friend 3．A．cause B．fault C．because D．laugh 4．A．promise B．polite C．product D．problem 5．A．check B．charge C．machine D．choose 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. We will check the receipt carefully ______ we can know whether the phone is still under guarantee. A．because B．so that C．even though D．since 7. The customer waited patiently ______ the service center was very busy. A．so B．if C．even though D．unless 8. ______ the delivery was delayed, the company reduced the price by 10%. A．Since B．Until C．Before D．Whether 9. The staff member asked me ______ I had brought the receipt with me. A．that B．because C．until D．whether 10. Please charge the battery as required, ______ it will not last long. A．and B．or C．but D．so 11. The manager ______ a sincere apology to the customer yesterday. A．express B．expresses C．expressed D．expressing 12. The new system ______ orders for delivery workers every morning. A．arranges B．arrange C．arranged D．arranging 13. The damaged goods ______ back by the delivery man tomorrow. A．take B．took C．are taken D．will be taken 14. Mary ______ three complaint emails since last Monday. A．writes B．is writing C．has written D．wrote 15. The worker in charge of the order ______ the address sheet twice every day. A．check B．checks C．checked D．checking 16. This is the service center ______ repaired my watch last week. A．which B．who C．where D．when 17. I still remember the day ______ I first made a complaint politely. A．which B．who C．when D．where 18. The customer was satisfied because the problem ______ quickly. A．solves B．solved C．was solved D．is solving 19. The company gave us a discount to make up ______ the loss. A．with B．to C．for D．on 20. ______ useful solution they worked out for the customer! A．What a B．How C．What D．How a 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。 Last month, I worked as a helper at a small service counter in a shopping center. On the first Monday morning, a woman came in with a rice cooker in her hands. She looked worried but still spoke in a polite way. “I bought it here a week ago,” she said. “It stops working after ten minutes, and I need it for my family dinner tonight.” My trainer, Mr. Chen, asked me to listen carefully and write down the key information before giving any answer. I first asked for her receipt and checked the date on it. The product was still ____21____ guarantee, so we could offer free checking. Then I asked her to describe the problem ____22____, because a clear record would help the repair worker. While she was speaking, I noticed that she was becoming less ____23____. Mr. Chen told me later that good customer service begins with patience. We should not only solve a problem, but also make the customer feel respected. After twenty minutes, the repair worker found that a small part inside the rice cooker was broken. We could not repair it at once, ____24____ we exchanged a new one for her. Before she left, Mr. Chen asked me to test the new cooker and make sure it worked. The woman smiled and said that our service was ____25____ than she expected. I felt proud, but Mr. Chen reminded me to record the case in the system. He said every complaint could ____26____ a lesson for the team. That day, I understood ____27____ service workers need professional ethics. If we deal with complaints only in a hurry, customers may lose trust. ____28____ we listen, check facts and keep promises, even a complaint can become a chance to build a better relationship. The next morning, the manager praised us because we had followed the customer’s ____29____ and stayed ____30____ during the whole process. 21．A．on B．under C．over D．without 22．A．quietly B．simply C．clearly D．suddenly 23．A．angry B．careless C．honest D．common 24．A．so B．if C．though D．unless 25．A．slower B．worse C．better D．harder 26．A．turn into B．look after C．pick up D．wait for 27．A．where B．why C．when D．how 28．A．Because B．If C．Although D．Before 29．A．request B．discount C．promise D．address 30．A．patient B．late C．silent D．cheap 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: Good morning. This is Green Online Store. How may I help you? B: Hello. I bought a pair of shoes from your store, but they are the wrong size. ____31____ A: I am sorry for the inconvenience caused. ____32____ B: Size 39. But the box says size 37. A: I see. Could you please send us a photo of the box and your order number? B: Sure. ____33____ A: We will check it at once. If it is our mistake, we can exchange the shoes for you. B: That sounds good. ____34____ A: Usually within three working days after we receive the wrong pair. B: OK. I hope it can be solved soon because I need them for work. A: We understand. ____35____ B: Thank you for your help. A．I will send them to you in five minutes. B．I would like to make a complaint. C．Can I pay for another pair now? D．We will deal with it as quickly as possible. E．What size did you order? F．The shoes are more expensive than before. G．How long will it take to get the right pair? 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 Many stores receive complaints every day, but not every complaint means a customer is angry. In fact, a complaint often gives a store a chance to find a hidden problem. When a customer says that a delivery is late, a product is damaged, or a service worker is careless, the company can use the information to improve its work. The first step is to listen without stopping the customer. A service worker should write down the time, product name, order number and main request. This makes the customer feel that the problem is being taken seriously. The second step is to check facts. For example, if a customer says a mobile phone battery cannot be charged, the worker should check the receipt, the guarantee period and the way the battery was used. If the product is still under guarantee, the worker may arrange free repair or exchange. If the damage was caused by wrong use, the worker should explain the reason politely and offer a possible solution. Clear checking prevents guesses and helps both sides accept the final decision. The third step is to reply in time. A late answer may cause more inconvenience and make the customer lose trust. A good reply usually includes an apology, the cause of the problem, a clear solution and a promise to avoid the same mistake. Companies that deal with complaints carefully often keep customers for a longer time. Good service is not only about smiling at the counter. It is also about responsibility, patience and honest communication. 36．A complaint can help a company discover problems in its service. 37．A service worker should interrupt the customer to save time. 38．Checking the receipt and guarantee period may help decide the solution. 39．A late reply always makes customers more satisfied. 40．Good service includes responsibility and honest communication. B Li Ming spent his winter holiday working at his uncle’s express station. At first, he thought the job was simple: scan packages, call customers and hand goods to the right people. On the third day, however, he met a difficult case. A customer named Ms. Zhao came to the station and said that a box of tea cups she had ordered for a family dinner was broken. She showed Li Ming several photos and asked for a solution before six o’clock that evening. Li Ming was nervous because his uncle was out delivering packages. He first checked the order number and found that the goods had arrived at 10:20 that morning. Then he looked at the camera record. The box had been put near the door for nearly forty minutes because the shelf was full. During that time, another worker moved a heavy bag and accidentally hit the box. Li Ming understood that the station was responsible for the damage. Instead of saying “I don’t know,” Li Ming called his uncle and reported the facts clearly. His uncle asked him to apologize first, then contact the seller for a new set of tea cups. The seller could not send a new set before dinner, so Li Ming worked out another plan. He borrowed the same kind of tea cups from a nearby shop and promised that the new set would be delivered the next day. Ms. Zhao accepted the solution. That evening, Li Ming wrote the case in the station notebook. He suggested putting fragile goods on a separate shelf and checking the shelf every two hours. His uncle praised him, not because he made no mistake, but because he faced the complaint honestly and acted quickly. 41．What can we learn about Ms. Zhao’s complaint? A．It was about a damaged order. B．It was about a wrong address. C．It was about a delayed dinner. D．It was about a lost receipt. 42．Why did Li Ming check the camera record? A．To learn who ordered the goods. B．To know how the damage happened. C．To find when dinner would begin. D．To prove the seller was careless. 43．How long was the box left near the door? A．About twenty minutes. B．About thirty minutes. C．About forty minutes. D．About sixty minutes. 44．Which information about Li Ming’s solution is mentioned? A．He paid all the money himself. B．He refused Ms. Zhao’s request politely. C．He borrowed similar cups first. D．He cancelled the original order. 45．What does the story mainly tell us? A．A holiday job is always easy. B．Honest action helps solve complaints. C．Customers should avoid family dinners. D．Express stations cannot prevent damage. C In recent years, many Chinese companies have used smart technology to improve customer service. In some museums, visitors can scan a code and get information from a digital guide. In many railway stations, service robots can answer questions about tickets, platforms and lost items. These tools do not replace people completely, but they help workers answer repeated questions more quickly. As a result, service workers can spend more time dealing with special requests and complaints. A well-known example is the smart service system used by several delivery companies. When a customer reports a delayed package, the system can check the route, weather, driver record and warehouse information within seconds. It can also remind the worker to express an apology and give a clear time for the next reply. However, technology alone is not enough. If a worker only reads a cold message from the screen, the customer may still feel ignored. Good service needs both useful tools and warm communication. Traditional Chinese culture also offers ideas for modern service. The saying “He who respects others is constantly respected by them” reminds service workers to respect customers, even when complaints sound sharp. Another idea, “keeping promises,” is important in business. If a company promises a second delivery tomorrow, it should make sure the goods arrive on time. If it cannot keep the promise, it should explain the reason and offer another solution. Smart systems may become faster in the future, but the heart of customer service will not change. Customers want correct information, fair solutions and sincere attitudes. Companies that combine technology with professional ethics are more likely to win long-term trust. This is why many training programs now teach workers not only how to use digital systems, but also how to listen, apologize and solve problems step by step. 46．Which information about service robots is mentioned in Paragraph 1? A．They can answer station questions. B．They can repair digital guides. C．They can replace all workers. D．They can sell museum tickets. 47．What does the underlined word “ignored” in Paragraph 2 mean? A．Welcomed warmly. B．Listened to carefully. C．Not paid attention to. D．Given a quick discount. 48．According to Paragraph 2, what can the smart delivery system check? A．Only the customer’s address. B．Route, weather and related records. C．The price of every product. D．The worker’s personal plan. 49．Which traditional idea is connected with on-time second delivery? A．Respecting older people. B．Keeping promises. C．Learning from mistakes. D．Saving time in meetings. 50．Which is the best title for the text? A．Smart Tools and Warm Service B．The History of Delivery Robots C．How to Write Complaint Letters D．Different Prices in Online Stores 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. Even though the service was busy, but the worker answered politely.（单句改错） 52. The customer asked whether could he get a refund.（单句改错） 53. Please speak clearly so that the worker can understands your request.（单句改错） 54. The goods was delivered to the wrong address yesterday.（单句改错） 55. She showed her receipt for the salesperson before asking for help.（单句改错） 56. The company promised send the right leaflets tomorrow.（单句改错） 57. This is a useful informations for the service team.（单句改错） 58. The staff member checked the package careful before delivery.（单句改错） 59. There are something wrong with the watch screen.（单句改错） 60. If it will rain tomorrow, the delivery may be delayed.（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。 make sure be under guarantee in charge of express an apology deal with due to make a complaint work out ask for in no time 61. The customer called the service center to ____ about the broken screen. 62. The delivery was delayed ____ the heavy snow on the road. 63. This sports watch ____ , so you can have it checked for free. 64. Mr. Wang is ____ the online orders this week. 65. The company ____ for the late reply in its email yesterday. 66. We need to ____ a better solution before Friday. 67. Please ____ the address is correct before you send the package. 68. The customer ____ a refund after finding the product damaged. 69. The repair worker arrived ____ and checked the battery. 70. The new worker is learning how to ____ complaints politely. 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 $