基础模块3 UNIT4 Customer Service-【创新教程】2027年职教高考总复习英语（教师用书Word版）

1．掌握下列交际用语：了解顾客和处理顾客抱怨的有关语句并会进行交流。 2．掌握状语从句的用法。 3．掌握下列话题的写作：投诉信。 　　假如你是公司主管，最近销售部的业绩不太好，你打算给员工下发一份文件进行培训。请认真阅读以下要点，用英语编写一篇短文。 要点：1.学会倾听； 2．关注顾客的投诉建议。 注意：1.内容须包含上述要点，可适当发挥； 2．80－100词左右。 ______________________________________ ______________________________________ 　　The company's recent performance is not very good. So，I made some suggestions for you. First，learn to listen to your customers，ask what you can do to help them，and this is the most important step in preventing problems. Second，look at all complaints about your service as an opportunity to improve. Aim to resolve any complaint quickly and efficiently. You must know why you want to keep customers happy and how to do it，so as to provide quality service. 重点单词 1.　battery　 n．　　电池 2．　blank　 adj. 空白的 3．　charge　 v. 充电 4．　check　 v. 检查；核对 5．　damage　 v. 破坏；损害 6．　delay　 v. 推迟；延期；延迟 7．　deliver　 v. 投递；运送 8．　delivery　 n. 递送；投递 9．　exchange　 v. 调换；更换 10．　guarantee　 n. 保证；担保 11.　leaflet　 n．　传单；小册子 12．　mention　 v. 提到；谈到 13．　promise　 v. 承诺；许诺 14．　receipt　 n. 发票；收据 15．　reduce　 v. 减少；降低 16．　refund　 v. 退还；退款；偿还 17．　request　 n. 要求；请求 18．　sheet　 n. 单子 19．　sincere　 adj. 衷心的；诚挚的 20．　sincerity　 n. 真诚；真挚 拓展单词 1.　apology　 n．道歉→apologize v．道歉 2．　arrange　 v．安排；筹备→arrangement n．安排 3．　complaint　 n．抱怨；投诉→complain v．抱怨 4.　inconvenience　 n．不便；麻烦→convenience n．方便，便利 5．　patience　 n．耐心；耐性→patient n．有耐心的 6．　solution　 n．解决方法→solve v．解决 重点短语 1.　make_sure　　　　　　确保 2．　cause_loss_to　 给……造成损失 3．　due_to　 由于；因为 4．　in_charge_of　 负责…… 5．　complain_about　 抱怨 6．　under_guarantee　 在保修期内 7.make up for　　　　　　补偿，弥补　 8．send out 　发送；派遣　 9．be prepared for 　为……作准备　 10．at the beginning of 　在……的开始　 11．ahead of time 　提前；提早　 12．sports watch 　_运动手表　 重点句型 1.We'll get your sports watch checked immediately.我们马上去检查你的运动表。 2．As you mentioned in your letter，delayed delivery will cause loss to your business. 正如你在信中提到的，延迟交货会给你的生意带来损失。 3．It is suggested that we should charge the battery before power is off. 建议我们在断电前给电池充电。 1．apology n．道歉；辩护，辩解 ►[教材原句P61] I'd like to express our sincere apology for the inconvenience due to our carelessness. 对于我们的粗心给您带来的不便，我表示诚挚的歉意。 owe sb. an apology for...因……欠某人一个道歉 make an apology to sb. for (doing) sth.因(做)某事向某人道歉 apologize v．道歉 apologize to sb. for (doing) sth.因(做)某事向某人道歉 You owe him an apology for what you said. 你要为你所说的话向他道歉。 He made an apology to me for his rudeness. 他因为他的粗鲁向我道歉。 He later publicly apologized for his comments. 后来他对自己的言论作了公开道歉。 He apologized to Martin for striking him. 他向马丁道歉，说不该打他。 [即学即练]　单句语法填空/完成句子 ①He made an apology for 　breaking　(break) the glass. ②I think you owe me an 　apology　(apologize), young lady! ③I apologized to him　_for_being_late　. 我因迟到而向他道歉。 2．arrange v．安排，筹备；整理，布置 ►[教材原句P61] We'll arrange for a second delivery as quickly as possible and make sure you receive the right leaflets tomorrow. 我们会尽快安排第二次送货，确保您明天能收到正确的传单。 arrange (for sb.) to do sth.安排某人做某事 arrange that...安排…… arrangement n．安排，筹备；商定 make arrangements for...安排某事 We arranged for a car to collect you from the airport. 我们安排了一辆轿车到机场接你们。 I've arranged to see him on Friday morning. 我已经安排了星期五早上见他。 Are you clear about the arrangements for tomorrow? 你清楚明天的安排吗？ [即学即练]　单句语法填空/完成句子 ①I could arrange 　to_meet　(meet) with you any day next week. ②We made 　arrangements　(arrange) for the meeting. ③I've arranged 　that_we_can_borrow_their_car　. 我已经说好了，我们可以借用他们的车。 3．charge v．充电；控告，指控；要价，收费 ►[教材原句P58] Even if I charge it for a whole night, it still doesn't work. 即使我给它充上一整晚的电，它还是不能用。 charge sb. with (doing) sth.指控某人做某事 charge sb. for...因……向某人收费 in charge of负责；主管 take charge of负责；主管 free of charge免费 He had forgotten to charge the battery. 他忘记给电池充电了。 The airline didn't even charge him for the extra luggage. 航空公司甚至都没有收取他超重的那部分行李费。 He was the officer in charge of operations. 他是负责指挥作战行动的军官。 Dr.Smith is assigned to take charge of the department. 史密斯大夫受命负责这个部门。 [即学即练]　单句语法填空/单项选择/完成句子 ①The police are going to charge him 　with　 murder. ②Challenge yourself and______________ your own growth in your career. A．in charge of　　　　　 B．in charge C．take charge of D．take charge 答案：C ③Tickets are available 　free_of_charge　 from the school. 学校有免费票。 4．complain v．诉说；抱怨，投诉 ►[教材原句P56] I'm calling to complain about the terrible service you provided at the restaurant. 我打电话来投诉你们在餐厅提供的糟糕服务。 complain (to sb.) about/of sth.(向某人)抱怨某事 complain (to sb.) that...(向某人)抱怨…… complaint n．抱怨，投诉 make a complaint (to sb.) about/of sth.(向某人)抱怨某事 I'm going to complain to the manager about this. 我要向经理投诉这件事。 Tourists complain of being ripped off by local cab drivers. 游客抱怨被当地的出租车司机敲了竹杠。 People complain about how children spend so much time on computer games. 人们抱怨孩子怎么花那么多时间玩电脑游戏。 The customer made a complaint about the poor service of this restaurant. 顾客抱怨这家餐馆服务不好。 He didn't like the meal so he made a complaint to the manager of the restaurant. 他不喜欢这顿饭，所以他向餐馆经理抱怨了一通。 [即学即练]　单句语法填空/单项选择 ①Do actors complain 　about　 your approach? ②The food was excellent—I had no cause for 　complaint　(complain). ③He complained____________me__________the bad weather here. A．for；about B．to；about C．for；of D．to；for 答案：B 5．damage v．& n．损害；损坏 ►[教材原句P56] do the damage to对……造成伤害/损害 make the damage使损害/伤害…… An earthquake sometimes causes great damage. 地震有时会造成很大的破坏。 Smoking can be damaging to your health. 吸烟对身体有害。 It's only fair that those who do the damage should make restitution. 损坏东西的人应负责赔偿，这是再公平不过的了。 [易混辨析] break，destroy，ruin，damage 这些动词均有“破坏，损坏”之意。 break　普通用词，指某物因被打破或撕破而受到破坏，可指有形或无形的破坏。 destroy　多指彻底地、毁灭性地破坏，含导致无用，不能或很难再修复的意味。 ruin　多指因外部原因而受到严重破坏或毁灭，侧重破坏的彻底性，也可用于引申意义。 damage　多指对无生命物体的损害，造成降低价值、破坏功能等后果。 [即学即练]　单句语法填空/完成句子 ①Smoking does damage 　to　 your health. ②The earthquake 　damaged_several_buildings　. 地震使一些建筑受到了破坏。 6．delay v．/n.推迟，延期；延误，耽搁 ►[教材原句P60] The delivery of your order is delayed. 你订的货延迟发货了。 without delay立即；毫不迟延地 delay doing sth.拖延做某事 put off推迟；扔掉；阻止 We would like to apologize for the delay. 我们愿对延迟表示歉意。 All these measures must be carried through without delay. 所有这些措施必须毫不拖延地实施。 I have delayed paying for the rent this month too long. 我这个月房租拖欠得太久了。 He put off returning to school for his illness. 他因病推迟了返校。 [即学即练]　单句语法填空/完成句子 ①He often delays 　sending　(send) e­mails because he is always very busy. ②As prices are steadily raising, we'd advise you to place your order 　without_delay　. 因为价格正在稳步上升，我方建议你方早日下订单。 7．exchange n．交换，互换v.交换，互换 ►[教材原句P57] have the battery of his mobile phone exchanged 给他换了手机电池 exchange sth. for sth.用某物换某物 exchange sth. with sb.与某人交换某物 exchange student交换生 in exchange for作为……的交换 The conference is a good place to share information and exchange ideas. 研讨会是互通信息、交流思想的好场所。 I'd like to exchange this dress for one in a smaller size. 我想把这件衣服换一件小点尺寸的。 Before graduation, students exchange presents with each other. 毕业前，同学们互相交换礼物。 It is not often that you get such an opportunity to be an exchange student. 你得到成为交换生这样的机会，可不是常有的事。 Would you like my old TV in exchange for this camera? 用我的旧电视机换这架照相机，你愿意吗？ [即学即练]　单句语法填空/完成句子 ①I'd like to exchange some pounds 　for　 dollars. ②For example, farmers brought a bag of grain in exchange 　for　 a ticket. ③Will you exchange your seat 　with　 me? ④He likes to 　exchange_ideas_with_others　. 他喜欢与别人交流思想。 8．guarantee v．确保，保证；担保n.保证，担保；保修单 ►[教材原句P58] Would you please show me your receipt so that we can check whether it is still under guarantee? 请出示您的收据，以便我们检查它是否仍在保修期内，好吗？ under guarantee在保修期内 guarantee to do sth.保证做某事 guarantee that...保证…… guarantee sb. sth.保证某人某事 The watch is still under guarantee. 这只手表仍在保修期内。 We guarantee to deliver your goods within a week. 我们保证一周内交货。 I guarantee that he will appear in court. 我保证他会出庭。 He gave me a guarantee that it would never happen again. 他向我保证这种事情绝不会再发生。 The ticket will guarantee you free entry. 这张票可保证你免费入场。 [即学即练]　单句语法填空/单项选择 ①We guarantee 　to_complete　(complete) our mission. ②Is your mobile phone 　under　 guarantee? ③We guarantee__________your money if you're not delighted with your purchase. A．refund B．refunds C．refunding D．to refund 答案：D 9．reduce v．减少；降低 ►[教材原句P61] Even though you didn't express such a request, we will reduce the price of the leaflets by 15%. 即使你没有表达这样的要求，我们也会将传单价格降低15%。 reduce to减少到 reduce by减少了 be reduced to沦为…… reduction n．减小，降低 He was advised to reduce his alcohol consumption. 他被劝告减少饮酒。 The government's primary concern is to reduce crime. 政府的头等大事是减少犯罪。 We have a 35­hour work one week，now we can reduce it to 28 hours. 我们一周工作35个小时，现在可以减到28小时。 All the buildings in the town have been reduced to rubble. 镇上所有的建筑都变成了瓦砾。 [即学即练]　单句语法填空/单项选择 ①The poor man was reduced to 　_begging　(beg). ②The government is aiming at a 50% 　_reduction　(reduce) in unemployment. ③Costs have been reduced____________20% over the past year. A．to B．on C．by D．at 答案：C 10．request n．/v.要求，请求 ►[教材原句P61] Even though you didn't express such a request, we will reduce the price of the leaflets by 15%. 即使你没有表达这样的要求，我们也会将传单价格降低15%。 make a request for sth.提出要求 at sb.'s request＝at the request of sb.应某人的请求 request sb. to do sth.要求某人做某事 request that... (should) do sth.要求……做…… Finally they had to make a request for help. 最后他们只好请求帮助。 At your request, I finished the job on time. 按照你的要求，我及时完成了工作。 We request you to come to see us at your earlier convenience. 我们希望在你方便时及早来看望我们。 I requested that he (should) come an hour earlier. 我请他早一个小时来。 [即学即练]　单句语法填空/完成句子 ①She left the light on in the bathroom 　at　 his request. ②They made a request 　for　 further aid. ③They formally requested him 　to_visit　(visit) China. ④I requested her that she 　(should)_stay_at_Shanghai　 several more days. 我一定要她在上海再多呆几天。 [教材原句P58]　We'll get your sports watch checked immediately. 我们马上去检查你的运动手表。 [句式分析]　句中get your sports watch checked为过去分词作宾语补足语，表示被动。 get ＋宾语＋done＝have＋宾语＋done使……被做(与宾语为被动关系) get ＋宾语＋doing sth.＝have＋宾语＋doing sth.使……开始做某事(与宾语为主动关系) get ＋宾语＋to do sth.＝have＋宾语＋do sth.使……做某事(与宾语为主动关系) I'll get my bike repaired tomorrow. 我明天去修自行车。 I'll get him to come and see you on Monday or Tuesday. 我会让他星期一或星期二来看你。 It is hard to get him doing his homework before dinner every day. 想要让他每天晚饭前做作业是很难的。 I had my computer repaired yesterday. 我昨天请人修了我的电脑。 The boss had the workers working day and night. 老板让工人们夜以继日地工作。 Mother had me go to the shop and buy some salt. 妈妈让我去商店买一些盐。 [即学即练]　单句语法填空/单项选择 ①She got her coat 　washed　(wash)． ②He got me 　to_post　(post) the letter for him. ③He got his wallet______________on the bus yesterday. A．steal B．stole C．to be stolen D．stolen 答案：D [职场交际]　谈论顾客和处理顾客抱怨 Ⅰ.将A栏与B栏的对话内容相匹配 　　　　　A 1．What can I do for you? 2．What's the problem with your skirt? 3．When did you buy this mobile phone? 4．Would you please show me your receipt? 5．We've exchanged a new smart watch for you? 　　　　　　　B A．OK. Here you are. B．I bought it last Friday. C．I'd like to have this T­shirt exchanged. D．Thank you. E．It has the wrong size. 答案：1－5　CEBAD Ⅱ.单项选择 1．—Downing Hotel. Can I help you? —________.(2019春招卷) A．I'm looking for a dress for my daughter B．I'd like to buy a ticket for tonight's film C．I'd like to reserve a double room for this Friday D．I've caught a bad cold and I'm feeling terrible 解析：C　[本题考查旅馆预定交际用语，根据句意答案为C。] 2．—Home Inn, can I help you？(2017春招卷) —Yes，I'd like to________a single room. A．reserve　　　　　 B．believe C．compete D．situate 解析：A　[reserve“预订”；believe“相信”；compete“竞争”；situate“使位于……”。] 3．—Good morning，Great Hotel.________？ —Yes，please. I want to book a standard room. A．What are you doing B．Where are you from C．Can I help you D．What's your name 解析：C　[本题考查交际用语。A.你在做什么？B.你来自哪里？C.我可以为你做什么？D.你的名字是什么？] 4．—Can I help you? —________. A．Sure B．Yes，please C．Sounds good D．Thanks 解析：B　[句意“——我能帮助你吗？——是的，请。”考查交际用语。A.当然；B.是的，请；C.听起来很好；D.谢谢。Can I help you？的肯定回答Yes，please是的，请。否定回答No，thanks不谢谢。都是委婉的表达方法，答案是B，其它不符合。] 5．—________？ —Yes. I'd like a bowl of beef noodles. A．Can you help me B．How was your day C．May I take your order D．What would you like to drink 解析：C　[句意：——您要点菜吗？——是的。我想要一碗牛肉面。考查情景交际。Can you help me你能帮我吗；How was your day你今天过得怎么样；May I take your order您要点菜吗；What would you like to drink你想喝点什么。根据答语“Yes. I'd like a bowl of beef noodles.”可知，是点菜。] 6．—Don't be noisy in the school library. —________. A．Sorry, I won't B．No problem C．It doesn't matter D．You're welcome 解析：A　[句意：——不要在学校图书馆里吵闹。——抱歉，我不会了。考查情景对话。Sorry, I won't抱歉，我不会了；No problem没问题；It doesn't matter没关系；You're welcome不客气。根据“Don't be noisy in the school library”可知，对于别人提出的警告，应表示抱歉，同时保证自己下次绝对不会再这样做了。] 7．—Mom, can you buy me the dress? —________ That's too expensive for us. A．No way. B．Sounds great. C．Take things easy. D．Yes, I'd love to. 解析：A　[句意：——妈妈，你能帮我买这条裙子吗？——没门。那对我们来说太贵了。考查情景交际。No way.没门；Sounds great.听起来不错；Take things easy.放轻松；Yes, I'd love to.是的，我喜欢。根据“That's too expensive for us.”可知裙子太贵，不会买，用“No way.”表示不同意。] 8．—__________ —I am. I want this pair of shoes, please. —Sure. That's ￥180. A．Do you sell jackets? B．Who's next, please? C．Is there a shop near here? D．What can I do for you? 解析：B　[句意：——请问谁是下一个？——我是。我想要这双鞋子。——当然。那是180元。考查情景交际。Do you sell jackets？你们卖夹克吗？Who's next, please？请问下一个是谁？Is there a shop near here？这附近有一家商店吗？What can I do for you？我能为你做些什么？根据答句“I am”表示“我是”，结合答句可知“Who's next, please？”符合语境。] 9．—Would you order juice, sir? —________ A．Yes, please. B．The same to you. C．Never mind! D．Certainly. 解析：A　[句意：——先生，你点果汁吗？——当然。考查情景交际。Yes, please.是的，请；The same to you.和你一样；Never mind！没关系；Certainly.当然了。句中Would you...？表示提出请求，答语中可以用“是的，请”表示同意。] 10．—Which one of the two products do you want? —________. Either is OK. A．Of course B．I'm sure C．Yes, please D．I don't mind 解析：D　[句意：——这两个产品你想要哪一个？——我不介意，随便哪个都行。考查情景交际用语。Of course当然；I'm sure我很确定；Yes, please是的，请；I don't mind我不介意。根据后文“Either is OK”．可知说随便哪个都行，那就是不介意。] [单元语法]　状语从句 1．________we don't have classes tomorrow, why not go out for a picnic？(2022春招卷) A．Until　　　　　　　 B．After C．Before D．Since 解析：D　[句意：既然明天我们没课，为什么不出去野餐呢？考查状语从句。Until 直到……才；After 在……之后；Before 在……之前；Since 既然。故答案选D。] 2．Bob read the article aloud ________everyone in the classroom could hear him. A．as long as B．even though C．so that D．as soon as 解析：C　[句意：鲍勃大声朗读这篇文章，以便教室里每个人都能听到他的声音。考查连词词义辨析。as long as只要；even though即使；so that以便；as soon as一……就……。根据“read the article aloud”和“everyone in the classroom could hear him”可知，大声朗读的目的是让每个人都能听得到。] 3．Travelling is a good way to increase knowledge and open up your mind ________you can't fully understand the culture of a place until you go there in person. A．unless B．because C．although D．if 解析：B　[句意：旅行是增加知识和开拓思维的好方法，因为你直到你亲自去那里才能完全了解一个地方的文化，考查连词辨析。unless除非；because因为；although尽管；if 如果。“you can't fully understand the culture of a place until you go there in person”是“旅行是增加知识和开拓思维的好方法”的原因，前果后因，用because引导原因状语从句。] 4．The red suitcase is expensive ________it's made of leather (皮)． A．because B．though C．when D．if 解析：A　[句意：这个红色手提箱很贵，因为它是皮制的。考查连词辨析。because因为；though尽管；when当……时候；if如果。“它是皮制的”是很贵的原因，用because引导原因状语从句。] 5．Little Tim joined the Helpers' Club two weeks ago ________he is an animal lover. A．if B．until C．because D．unless 解析：C　[句意：小吉姆两周前加入了动物助手俱乐部，因为他是一个动物爱好者。考查连词辨析。if如果；until直到……为止；because因为；unless除非。根据“joined the Helpers' Club”以及“he is an animal lover”可知，空格后是空格前加入俱乐部的原因。 ] 6．—It's said that Zhenjiang Pot Cover Noodles are very delicious. —Well, ________we are here, why not have a try? A．though B．unless C．since D．before 解析：C　[句意：——据说镇江锅盖面很好吃。——嗯，既然我们来了，为什么不试一试呢？考查连词辨析。though尽管；unless除非；since既然；before在……之前。分析句子可知，此处指既然都到镇江了，就去试试锅盖面，应用since引导原因状语从句。] 7．—Indian street food may taste a bit strange. —Well, ________ we are here, why not give it a try? A．if B．although C．unless D．since 解析：D　[句意：——印度街头食物可能尝起来有点怪。——嗯，既然我们在这儿，为什么不试一试。考查连词。if如果；although虽然；unless除非；since既然。分析句子可知，横线上的词引导后面的原因状语从句，所以是since。] 8．Road salt is commonly used to clear the snow on roads during winter ________it makes it harder for water and snow to freeze. A．though B．because C．if D．unless 解析：B　[句意：在冬季，道路盐通常用于清除道路上的积雪，因为它会使水和雪更难结冰。考查连词。though尽管，表示转折；because因为，表原因；if如果，表示条件关系；unless除非，表示否定条件关系。根据“Road salt is commonly used to clear the snow on roads during winter”和“it makes it harder for water and snow to freeze”可知，前后句是因果关系。] 9．—Mum, I failed the test. But I will work hard in the following days. —OK, my boy. ________you have made the promise, you should keep to it and not give up easily. A．Whether B．Unless C．Since D．Though 解析：C　[句意：——妈妈，我考试不及格。但我会在接下来的日子里努力学习。——好的，我的孩子。既然你已经做出了承诺，就应该信守诺言，不要轻易放弃。考查连词辨析。Whether是否，引导名词性从句；Unless除非，引导条件状语从句；Since既然，引导原因状语从句；Though虽然，引导让步状语从句。根据“...you have made the promise, you should keep to it”可知，既然做了承诺，就要信守。] 10．It's hard to say goodbye to our middle school ________we all have many happy days to remember. A．because B．before C．until D．unless 解析：A　[句意：很难和我们的中学说再见，因为我们都有许多记得的快乐日子。考查连词辨析。because因为；before在……之前；until直到；unless除非。根据“It's hard to say goodbye to our middle school ... we all have many happy days to remember.”可知，因为度过了许多快乐的日子，所以很难和我们的中学说再见，用because引导原因状语从句。] 11．________ you have grown up, you should learn to look after yourselves. A．Since B．Until C．Although D．Unless 解析：A　[句意：既然你已经长大了，你就应该学会照顾自己。考查连词辨析。Since既然；Until直到；Although尽管；Unless除非。根据“you have grow up”和“you should learn to look after yourselves”可知二者为因果关系。] 12．I will try my best to help you, ________I don't know what to start with yet. A．whether B．since C．though D．until 解析：C　[句意：我将尽力帮助你，虽然我还不知道从何做起。考查从属连词辨析。whether是否；since自从；though虽然；until直到。根据“I will try my best to help you, ...I don't know what to start with yet.”可知，前后构成让步关系，用though引导让步状语从句。] 13．“Post­2000s” (00 后) have begun to amaze the world ________they are very young. A．though B．if C．unless D．before 解析：A　[句意：“00后”已经开始让世界惊叹，尽管他们还很年轻。考查连词辨析。though尽管；if如果；unless除非；before在……之前。分析句子可知，尽管00后很年轻，但是他们已经让世界惊叹，故用though引导让步状语从句。] 14．________the times keep changing, young people in China have shown the same promise. A．But B．Unless C．Although D．As soon as 解析：C　[句意：尽管时代在不断变化，但中国的年轻人表现出了同样的希望。考查从属连词辨析。But但是；Unless除非；Although虽然；As soon as一……就。根据“...the times keep changing, young people in China have shown the same promise.”可知，前后构成让步关系，用Although引导让步状语从句。] 15．Sometimes Dad goes shopping with us ________ he doesn't like it very much. A．because B．so C．though D．if 解析：C　[句意：有时爸爸会和我们去购物，尽管他不太喜欢。考查连词辨析。because因为；so因此；though尽管；if如果。结合句意，可知该句为让步状语从句，用though引导。] Ⅰ.单项选择 1．Apologize__________your husband____________anything you did wrong. A．for；to　　　　　　　 B．for；for C．to；to D．to；for 2．I will go to the hospital to have my eyes ________tomorrow.(2021春招卷) A．check B．to check C．checked D．checking 3．The teacher arranged for him________one day in the lab. A．spend B．spent C．spending D．to spend 4．He always delays________his homework after school. A．do B．doing C．does D．to do 5．His mistake was________youth and inexperience. A．as if B．because C．due to D．even if 6．We promise________to your door within 48 hours of you ordering. A．deliver B．delivering C．to deliver D．delivered 7．Police officers must be prepared________the unexpected. A．for B．of C．to D．with 8．________I admire Eric's courage, I don't think his way to solve this problem is suitable. A．Since B．Unless C．Though D．Whenever 9．________is mentioned above，English is easy to learn. A．As B．Which C．That D．What 10．—Does Tom like running? —Yes. He keeps running every day ________he can get the first place at the sports meeting. A．such that B．so that C．and to D．in order to 答案：1－5　DCDBC　6－10　CACAB Ⅱ.单句语法填空 1．We apologize for any 　inconvenience　(convenience) caused during the repairs. 2．You owe him an 　apology　(apologize) for what you said. 3．I have run out of my 　patience　(patient) with her. 4．If I was　_in　 charge, I'd do things differently. 5．I will 　arrange　(arrangement) for someone to show you around. 6．We promise to 　deliver　(delivery)within 48 hours. 7．The highway is closed due 　to　 bad weather. 8．Is the television still 　under　 guarantee? 9．I have a 　complaint　(complain) to make. The bill you sent me was incorrect. What's more, it isn't the first time. 10．Everyone realizes the value of 　sincerity　(sincere)． Ⅲ.阅读理解 A Live­streaming Rooms 直播带货间 He Wei Wu Ming Mei Ping & Gan Dong LI­NING　T­shirts Pu'er Tea Hai'er fridge 8：30 a．m.­10：00 a．m. On Sunday 2：00 p．m.­4：00 p．m. On Monday 7：00 p．m. ­8：30 p．m. On Friday ￥150 each； ￥280 for two, cheaper 800 yuan for 1 kilo 1999 yuan for one ·made of Xinjiang cotton ·sizes: XS， S, M, L, XL ·tele： 0826­3206666 ·tele： 0826­3206789 ·made in Yunnan ·made by hand ·tele： 023­5109998 ·WIFI connection ·dry and wet separation (干湿分离) ·tele: 010­7326888 [语篇解读]　本文介绍了三个直播带货间，他们所售卖的物品、价格和直播时间等信息。 1．How many sizes are there in He Wei's live­streaming room? A．5. B．4. C．7. D．6. 解析：A　[细节理解题。根据“He Wei：sizes: XS, S, M, L, XL”可知，何伟的直播带货间所卖的李宁T恤有5个尺码。] 2．What are Li­Ning T­shirts made of? A．Wool. B．Silk. C．Xinjiang cotton. D．Sichuan bamboo. 解析：C　[细节理解题。根据“LI­NING­T­shirts: made of Xinjiang cotton”可知，李宁T恤是由新疆棉制成的。] 3．Whose live­streaming room will you go, if you want to buy some Pu'er Tea? A．He Wei's. B．Gan Dong's. C．Mei Ping's. D．Wu Ming's. 解析：D　[细节理解题。根据“Wu Ming：Pu'er Tea”可知，如果你想买普洱茶，你会去吴明的直播室。] 4．How much do you need to pay for two Li­Ning T­shirts and one kilo of Pu'er tea? A．$1,080. B．￥1,080. C．$1,100. D．$950. 解析：B　[细节理解题。根据“LI­NING­T­shirts：￥280 for two, cheaper”以及“Pu'er Tea: 800 yuan for 1 kilo”可知，你要买两件李宁T恤和一公斤普洱茶，需要支付1 080元。] 5．According to the passage, which one is right? A．We can buy Pu'er Tea from Wu Ming. B．The Hai'er fridge hasn't a WIFI connection. C．He Wei's live­streaming room opens on Monday. D．If we want to buy some T­shirts, we can call Mei Ping at 0826­3206666. 解析：A　[细节理解题。根据“Wu Ming：Pu'er Tea”可知，我们可以从吴明那里买到普洱茶。] B A smile (微笑) is one of the most common human expressions (表情)．It's also one of the simplest. It makes us happier right away (try it now) and it can change the way others around us feel. We usually smile around 26 times a day. However，almost half of those smiles are fake (假的). We're smiling to be polite or because we don't want others to know how we're really feeling—which might be unhappy. Go into a large shop，find a shop worker and you'll see a fake smile soon. Although many people believe smiling is an important part of customer service (客户服务)，it seems it is not 　positive　 for the person who is smiling. A report says fake smiles make workers feel less happy at work. When shop workers，for example，are asked to smile at customers，the workers' feelings get worse during the day. As a result，they do less work than those workers who only smile when they really feel like it. What's more，your customers may not want to see your fake smiles. The US company，Walmart，opened nearly 100 shops in Germany some years ago.However，within eight years Walmart stopped doing business (生意) in the country. One of the reasons for their failure was customer service. In Walmart，workers were asked to smile at customers. However，Germans weren't used to this and they felt uncomfortable in the shops. [语篇解读]　本文讲述了微笑在服务行业中的不利之处。 6．We know the reasons why people give fake smiles from Paragraph________. A．1 B．2 C．3 D．4 解析：B　[细节推理题。根据文章第二段“However，almost half of those smiles are fake (假的). We're smiling to be polite or because we don't want others to know how we're really feeling—which might be unhappy.”可知，我们从第二段中知道人们为什么会假笑。] 7．What does the underlined word “positive” in Paragraph 3 mean in Chinese? A．有关联的 B．有目的的 C．有改观的 D．有助益的 解析：D　[词义猜测题。根据“Although many people believe smiling is an important part of customer service (客户服务)”，以及下文的“A report says fake smiles make workers feel less happy at work.”可推测出，positive的意思应该是“有助益的”。] 8．German customers might think the smiles of the Walmart workers were________. A．strange B．small C．warm D．quick 解析：A　[推理判断题。根据文章最后一段“In Walmart，workers were asked to smile at customers. However，Germans weren't used to this and they felt uncomfortable in the shops.”可知，德国顾客可能会觉得沃尔玛员工的笑很奇怪。] 9．Which of the following is TRUE about Walmart? A．It had a good business for eight years. B．Its workers in Germany didn't smile often. C．Its customer service was the worst in Germany. D．It opened about 100 shops in Germany some years ago. 解析：D　[细节理解题。根据第四段第二句“The US company，Walmart，opened nearly 100 shops in Germany some years ago.”可知应选D。] 10．What does the passage mainly talk about? A．Fake smiles can bring people close. B．Fake smiles can be bad for business. C．Fake smiles are necessary sometimes. D．Fake smiles are good for people's health. 解析：B　[主旨大意题。第三段讲述了假笑会给商店里的员工带来越来越糟糕的感受，会导致他们工作起来不如那些真心想笑的人那么卖力。第四段讲述了开设在德国的沃尔玛超市，因为员工的假笑，让顾客感到不舒服，所以开设在德国的沃尔玛超市在8年内逐一停业了。以上都能说明，这篇文章谈论的主题是假笑可能会对生意不利。] Ⅳ.补全对话 A：Good afternoon. 1.　Can　 I help you? B：Yes. I'd like to buy a shirt for my grandfather. A：What a nice boy you are! 2.　What_　 size would you like? B：Size L. A：OK. What about this 3.　one　？ B：Sorry, he doesn't like white.Have you got any other colors? A：Oh, yes. We have also got blue, brown and black. B：Can I have a look at the blue ones? Blue is my grandfather's favourite colour. A：Sure. 4.　Here　 you are. B：It looks nice.How 5.　much　 does it cost? A：Ninety­nine yuan. B：Oh, that's too much. A：But wait a minute! There's a sale on today. Everything is half price. B：OK. I'll take it. 学科网（北京）股份有限公司 $