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）

**基本信息** 紧扣《英语 基础模块3》Unit 4 Customer Service，B卷能力提升卷通过词汇语法、情景交际等题型整合单元核心考点，适配中职单元复习，提升语言应用与问题解决能力。 **题型特征** |题型|题量/分值|知识覆盖|命题特色| |----|-----------|----------|----------| |词汇与语法|25小题/25分|单词辨音（如arrange）、词义选择（如sincere）、语法运用（如so that从句）|基础巩固与语法规则应用，培养语言能力| |情景交际|15小题/30分|简短对话（投诉处理）、补全对话（快递错送场景）|模拟真实客服情境，提升跨文化沟通与思维品质| |阅读理解|10小题/20分|投诉解决案例、客服流程分析|结合职业场景，考查信息提取与问题分析能力| |英汉互译|5小题/15分|客服相关句型（如delay处理）|语言转换与专业术语运用，强化学习能力| |应用写作|1题/10分|投诉回复邮件（错送广告单处理）|职业情境写作，综合语言能力与职业素养|

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：70分钟 满分：100分 班级_____姓名_____学号_____成绩_____ 综合卷Ⅰ（75分） 一、词汇与语法（共25小题，每小题1分，满分25分） （一）单词辨音 从下列各小题的A、B、C三个选项中选出一个画线部分发音与所给单词画线部分发音不同的选项。（共5小题，每小题1分，共5分） 1．arrange A．return B．prefer C．next 2．patience A．jacket B．date C．lamp 3．promise A．smile B．simple C．picture 4．complaint A．bottle B．moment C．orange 5．battery A．glad B．basic C．happy （二）词义选择 从下列各小题的A、B、C三个选项中选出一个与句子中画线的英文单词或短语含义相符的中文选项。（共10小题，每小题1分，共10分） 6．The company offered a sincere apology after the customer reported the damaged goods. A．临时的 B．真诚的 C．昂贵的 7．The delivery man took charge of sending the package to the right address. A．放弃 B．负责 C．隐藏 8．Because of the price difference, the shop gave the customer a discount. A．罚款 B．收据 C．折扣 9．Please mention your request clearly when you call the service center. A．提到 B．拒绝 C．运送 10．The blank screen made it impossible for Tim to use the watch during training. A．明亮的 B．空白的 C．圆形的 11．The delayed delivery caused loss to the small company before the meeting. A．乐趣 B．地址 C．损失 12．Our team is working out a better solution for the complaint. A．天气预 B．职业规划 C．报解决办法 13．The clerk had enough patience to explain every step to the angry customer. A．压力 B．耐心 C．价格 14．The staff member checked whether the product was still under guarantee. A．是否 B．为什么 C．在哪里 15．The bad weather delayed the apples for three days, and some of them went bad. A．提前 B．挑选 C．延误 （三）语法运用 从下列各小题的A、B、C三个选项中选出一个最佳选项填入空白处完成句子。（共10小题，每小题1分，共10分） 16．The clerk asked for the receipt ______ she could check whether the watch was under guarantee. A．unless B．even though C．so that 17．______ the delay was caused by bad weather, the company still made an apology. A．So that B．Even though C．In order that 18．______ it was our carelessness that caused the problem, we will cover the loss. A．Even if B．So that C．Since 19．The manager arranged a second delivery ______ the customer could receive the right leaflets before the meeting. A．because of B．in order that C．even though 20．The wrong address sheet ______ on the package by a new worker yesterday. A．was put B．put C．is putting 21．I have been serving in this company ______ I graduated from vocational school. A．so that B．since C．although 22．If the customer ______ a refund, the clerk will report it to the manager first. A．requests B．requested C．requesting 23．The package was ______ damaged that the customer refused to sign for it. A．so B．such C．very 24．Would you mind ______ your order number again? A．repeat B．to repeat C．repeating 25．The company promised ______ all the trouble caused by its careless checking. A．cover B．to cover C．covering 二、情景交际（共15小题，每小题2分，共30分） （一）简短对话 从下列各小题的A、B、C三个选项中选出一个最佳选项完成对话。（共10小题，每小题2分，共20分） 26．Speaker A: I'm calling to complain about the terrible service at your restaurant. Speaker B: ______ A．I'm sorry to hear that. Could you tell me more details? B．The bus leaves at six. C．I bought a new bag. 27．Speaker A: Even though I ordered the clothes on July 1, I still haven't received them. Speaker B: ______ A．Your cooking is delicious. B．I apologize for the delay. Let me check it right away. C．It is a family tradition. 28．Speaker A: We will reduce the price by 15% to make up for the loss. Speaker B: ______ A．That solution sounds fair. B．I have no receipt at home. C．The screen is blank. 29．Speaker A: May I put you through to the manager in charge? Speaker B: ______ A．It was delivered yesterday. B．Yes, please. I need to explain the problem. C．No, it is not salty. 30．Speaker A: We have arranged a second delivery for tomorrow morning. Speaker B: ______ A．I like business meetings. B．The size is wrong. C．Thank you. Please make sure it arrives on time. 31．Speaker A: I found some apples were damaged when I opened the box. Speaker B: ______ A．The meeting is on Tuesday. B．I can speak French. C．We are sorry. Could you send us a photo? 32．Speaker A: Your staff member must have made a mistake about the address. Speaker B: ______ A．It is a sports watch. B．We will check the address sheet carefully. C．I go jogging every day. 33．Speaker A: I have a request that you deliver my order as soon as possible. Speaker B: ______ A．The classroom is clean. B．I don't like leaflets. C．We'll try our best to arrange it today. 34．Speaker A: Thank you for your patience while we checked the package. Speaker B: ______ A．You're welcome. I just hope it can be solved. B．It is under the desk. C．I have no homework. 35．Speaker A: Could you sign your name here after checking the new product? Speaker B: ______ A．The price is reduced. B．Sure. The product works well now. C．I arrived by taxi. （二）补全对话 阅读下面对话，根据上下文从所给的七个选项中选出一个最佳选项补全对话，其中2项多余。（共5小题，每小题2分，共10分） CS: Good morning. Fujian Smart Delivery Service. What can I do for you? Customer: ____ 36 ____ My leaflets were delivered to another company yesterday. CS: I'm terribly sorry for that. Could you tell me your order number? Customer: ____ 37 ____ Also, the meeting starts tomorrow afternoon, so the delay may cause a loss. CS: I understand. ____ 38 ____ Customer: Yes. I hope you can send the right leaflets before noon tomorrow. CS: We will arrange a second delivery early tomorrow morning. ____ 39 ____ Customer: That is helpful, but what about the wrong leaflets? CS: Our delivery man will take them back when he sends the right ones. Customer: ____ 40 ____ A. We will also reduce the price by 15%. B. Yes, it is FJ3188. C. I'm calling to make a complaint. D. The weather in Fuzhou is warm. E. Did I get your request correctly? F. Thank you. I hope everything goes well tomorrow. G. I want to buy a sports watch. 三、阅读理解（共10小题，每小题2分，共20分） 阅读下列两篇短文，根据短文内容从每题所给的A、B、C三个选项中选出一个最佳选项。 A When Chen Rui, a second-year student who was helping his uncle prepare leaflets for a small trade meeting, opened the package on Monday morning, he found that the leaflets inside belonged to a furniture company rather than to his uncle's repair shop. Because the meeting would begin on Wednesday and every visitor needed a leaflet to understand the service items, Chen Rui immediately called the printing company and explained the problem in a calm but clear way. The customer service clerk first thanked him for reporting the mistake and then asked for the order number, delivery address and a photo of the package. After checking the records, she found that a new worker had put the wrong address sheet on two similar packages in the same district. Although the company could not change what had already happened, it arranged a second delivery for early Tuesday morning so that the right leaflets would arrive before the meeting materials were packed. To make up for the trouble, the company also reduced the price by 15% and promised to give a 5% discount on the next order. Chen Rui accepted the solution because it covered both the urgent delivery need and the possible business loss. More importantly, he noticed that the clerk did not make excuses; instead, she listened patiently, checked facts step by step and gave a practical reply, which helped rebuild his trust in the company. 41．What can we learn about Chen Rui's problem from Paragraph 1? A．He received leaflets for a different company. B．He lost all visitors' names before the meeting. C．He ordered furniture for his uncle's repair shop. 42．Which information did the clerk ask Chen Rui to provide? A．His school timetable and club name. B．The order number and package photo. C．The furniture price and visitor list. 43．Why did the company arrange the second delivery for early Tuesday morning? A．To avoid checking any delivery record. B．To make the meeting start on Monday. C．To get the correct leaflets ready in time. 44．What can we infer about the customer service clerk? A．She handled the complaint responsibly. B．She refused to explain the cause clearly. C．She asked Chen Rui to pay a higher price. 45．Which is the best title for the passage? A．A Trade Meeting Without Visitors B．A Complaint Solved with Patience C．A Repair Shop Closed on Tuesday B Customer service is not only a set of polite words but also a process of solving problems in a responsible way. When a company receives a complaint, the first question is not who should be blamed, but what information must be collected so that the real cause can be found. If a clerk only says sorry without checking receipts, address sheets or delivery records, the same mistake may happen again and the apology will sound empty. A useful complaint reply usually has a clear logic. It begins with thanks and an apology, continues with an honest explanation, and ends with a practical solution. In many service situations, the solution should match the customer's real loss: a delayed package may require a faster second delivery, damaged goods may require an exchange or refund, and a mistake that influences future business may require a discount. Although different customers may express anger in different ways, they usually expect the company to listen carefully and act quickly. For vocational students who will work in hotels, shops, logistics companies or online service centers, learning how to deal with complaints is part of professional ethics. A patient clerk can turn a difficult conversation into a chance to rebuild trust, while a careless reply may turn a small problem into a long-term loss. Therefore, good customer service is an attitude shown through every detail, from checking facts to keeping promises. 46．What does Paragraph 1 suggest a company should do after receiving a complaint? A．Collect facts before giving a solution. B．Blame the customer for every mistake. C．Stop checking receipts and records. 47．Which order best shows the logic of a useful complaint reply? A．Solution, blame, silence. B．Thanks, explanation, solution. C．Discount, excuse, new complaint. 48．What does the underlined word “empty” in Paragraph 1 most probably mean? A．Full of careful details. B．Lacking real meaning. C．Connected with records. 49．Which solution may fit damaged goods according to Paragraph 2? A．A faster second delivery only. B．An exchange or a refund. C．A request for more complaints. 50．What does the writer want to tell vocational students? A．Complaint handling is useful for future work. B．Service centers should avoid all customers. C．Professional ethics means selling more goods. 综合卷Ⅱ（25分） 四、英汉互译（共5小题，每小题3分，满分15分） 51．Even though the delay was due to bad weather, we will still cover the loss caused to your business. _____________________________________________ 52．The staff member in charge of the delivery put the wrong address sheet on the package. _____________________________________________ 53．We sincerely hope you will support our company as always after receiving the practical solution. _____________________________________________ 54．既然这是我们的过失，我们将尽快安排第二次递送。（since; arrange） _____________________________________________ 55．客服人员耐心地核对了订单号，以便找到真正的原因。（so that） _____________________________________________ 五、应用写作（满分10分） 56．假定你是某物流公司客服人员李华，客户 Mr. Smith 来信投诉广告单被错送并影响会议准备。请你根据以下提示，写一封英文回复邮件。 提示： 1.表达歉意并说明原因：工作人员贴错地址单； 2.提出解决方案：明天上午二次递送、取回错误广告单； 3.给出补偿：降价15%，下次订单给予折扣； 4.表达改进服务的承诺。 要求： 1.词数80—100词； 2.条理清晰，语句通顺； 3.开头和结尾已给出，不计入总词数。 Dear Mr. Smith, Thank you for your letter about the wrong leaflets. ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Yours sincerely, Li Hua 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：70分钟 满分：100分 班级_____姓名_____学号_____成绩_____ 综合卷Ⅰ（75分） 一、词汇与语法（共25小题，每小题1分，满分25分） （一）单词辨音 从下列各小题的A、B、C三个选项中选出一个画线部分发音与所给单词画线部分发音不同的选项。（共5小题，每小题1分，共5分） 1．arrange A．return B．prefer C．next 【答案】C 【详解】考查字母 e 的发音。arrange、return、prefer 中 e 发 /ɪ/，next 中 e 发 /e/，发音不同。故选 C。 2．patience A．jacket B．date C．lamp 【答案】B 【详解】考查字母 a 的发音。patience、jacket、lamp 中 a 发 /æ/，date 中 a 发 /eɪ/，发音不同。故选 B。 3．promise A．smile B．simple C．picture 【答案】A 【详解】考查字母 i 的发音。promise、simple、picture 中 i 发 /ɪ/，smile 中 i 发 /aɪ/，发音不同。故选 A。 4．complaint A．bottle B．moment C．orange 【答案】B 【详解】考查字母 o 的发音。complaint、bottle、orange 中 o 发 /ɒ/，moment 中 o 发 /əʊ/，发音不同。故选 B。 5．battery A．glad B．basic C．happy 【答案】B 【详解】考查字母 a 的发音。battery、glad、happy 中字母 a 发 /æ/；basic 中字母 a 发 /eɪ/，发音不同。故选 B。 （二）词义选择 从下列各小题的A、B、C三个选项中选出一个与句子中画线的英文单词或短语含义相符的中文选项。（共10小题，每小题1分，共10分） 6．The company offered a sincere apology after the customer reported the damaged goods. A．临时的 B．真诚的 C．昂贵的 【答案】B 【详解】考查形容词词义。sincere 修饰 apology，表示公司给出“真诚的”道歉。故选 B。 7．The delivery man took charge of sending the package to the right address. A．放弃 B．负责 C．隐藏 【答案】B 【详解】考查动词短语。take charge of 后接 sending the package，表示“负责”递送包裹。故选 B。 8．Because of the price difference, the shop gave the customer a discount. A．罚款 B．收据 C．折扣 【答案】C 【详解】考查名词词义。discount 与 price difference 后的补偿语境相关，表示“折扣”。故选 C。 9．Please mention your request clearly when you call the service center. A．提到 B．拒绝 C．运送 【答案】A 【详解】考查动词词义。mention your request 表示在电话中清楚“提到”自己的要求。故选 A。 10．The blank screen made it impossible for Tim to use the watch during training. A．明亮的 B．空白的 C．圆形的 【答案】B 【详解】考查形容词词义。blank 修饰 screen，说明屏幕无显示，意为“空白的”。故选 B。 11．The delayed delivery caused loss to the small company before the meeting. A．乐趣 B．地址 C．损失 【答案】C 【详解】考查名词词义。cause loss to 表示“给……造成损失”，与 delayed delivery 语境一致。故选 C。 12．Our team is working out a better solution for the complaint. A．天气预 B．职业规划 C．报解决办法 【答案】C 【详解】考查名词词义。solution 与 complaint 搭配，表示针对投诉的“解决办法”。故选 C。 13．The clerk had enough patience to explain every step to the angry customer. A．压力 B．耐心 C．价格 【答案】B 【详解】考查名词词义。patience 与 explain every step to the angry customer 呼应，表示“耐心”。故选 B。 14．The staff member checked whether the product was still under guarantee. A．是否 B．为什么 C．在哪里 【答案】A 【详解】考查连词词义。whether 引导宾语从句，表示核对产品“是否”仍在保修期内。故选 A。 15．The bad weather delayed the apples for three days, and some of them went bad. A．提前 B．挑选 C．延误 【答案】C 【详解】考查动词词义。delayed 与 for three days 及水果变坏语境相符，表示“延误”。故选 C。 （三）语法运用 从下列各小题的A、B、C三个选项中选出一个最佳选项填入空白处完成句子。（共10小题，每小题1分，共10分） 16．The clerk asked for the receipt ______ she could check whether the watch was under guarantee. A．unless B．even though C．so that 【答案】C 【详解】考查目的状语从句。索要收据的目的是核对保修状态，so that 符合语境。故选 C。 17．______ the delay was caused by bad weather, the company still made an apology. A．So that B．Even though C．In order that 【答案】B 【详解】考查让步状语从句。延误由天气导致与公司仍道歉之间构成让步关系，用 Even though。故选 B。 18．______ it was our carelessness that caused the problem, we will cover the loss. A．Even if B．So that C．Since 【答案】C 【详解】考查原因状语从句。前半句说明问题原因，后半句提出承担损失，用 Since。故选 C。 19．The manager arranged a second delivery ______ the customer could receive the right leaflets before the meeting. A．because of B．in order that C．even though 【答案】B 【详解】考查目的状语从句。安排第二次递送是为了让顾客会前收到正确广告单，in order that 符合句意。故选 B。 20．The wrong address sheet ______ on the package by a new worker yesterday. A．was put B．put C．is putting 【答案】A 【详解】考查一般过去时被动语态。主语 sheet 与 put 之间为被动关系，时间为 yesterday，用 was put。故选 A。 21．I have been serving in this company ______ I graduated from vocational school. A．so that B．since C．although 【答案】B 【详解】考查 since 引导时间状语从句。主句为现在完成进行时，从句表示毕业以来的起点，用 since。故选 B。 22．If the customer ______ a refund, the clerk will report it to the manager first. A．requests B．requested C．requesting 【答案】A 【详解】考查条件状语从句的主将从现。if 从句主语 customer 为第三人称单数，动词用 requests。故选 A。 23．The package was ______ damaged that the customer refused to sign for it. A．so B．such C．very 【答案】A 【详解】考查 so...that... 结构。damaged 为形容词，前用 so，表示损坏严重以至于顾客拒收。故选 A。 24．Would you mind ______ your order number again? A．repeat B．to repeat C．repeating 【答案】C 【详解】考查固定搭配。mind 后接动名词，故用 repeating。故选 C。 25．The company promised ______ all the trouble caused by its careless checking. A．cover B．to cover C．covering 【答案】B 【详解】考查非谓语动词。promise to do sth. 表示“承诺做某事”，故用 to cover。故选 B。 二、情景交际（共15小题，每小题2分，共30分） （一）简短对话 从下列各小题的A、B、C三个选项中选出一个最佳选项完成对话。（共10小题，每小题2分，共20分） 26．Speaker A: I'm calling to complain about the terrible service at your restaurant. Speaker B: ______ A．I'm sorry to hear that. Could you tell me more details? B．The bus leaves at six. C．I bought a new bag. 【答案】A 【详解】考查投诉接待。顾客电话投诉服务差，服务人员应道歉并追问细节。故选 A。 27．Speaker A: Even though I ordered the clothes on July 1, I still haven't received them. Speaker B: ______ A．Your cooking is delicious. B．I apologize for the delay. Let me check it right away. C．It is a family tradition. 【答案】B 【详解】考查延迟交付回应。顾客说明等待时间长，服务人员应道歉并立即核查。故选 B。 28．Speaker A: We will reduce the price by 15% to make up for the loss. Speaker B: ______ A．That solution sounds fair. B．I have no receipt at home. C．The screen is blank. 【答案】A 【详解】考查补偿回应。对方提出降价补偿，That solution sounds fair 表示接受方案。故选 A。 29．Speaker A: May I put you through to the manager in charge? Speaker B: ______ A．It was delivered yesterday. B．Yes, please. I need to explain the problem. C．No, it is not salty. 【答案】B 【详解】考查电话转接。对方提出转接负责人，顾客同意并说明需要解释问题。故选 B。 30．Speaker A: We have arranged a second delivery for tomorrow morning. Speaker B: ______ A．I like business meetings. B．The size is wrong. C．Thank you. Please make sure it arrives on time. 【答案】C 【详解】考查安排确认。服务方说明二次递送时间，顾客感谢并强调按时送达，符合语境。故选 C。 31．Speaker A: I found some apples were damaged when I opened the box. Speaker B: ______ A．The meeting is on Tuesday. B．I can speak French. C．We are sorry. Could you send us a photo? 【答案】C 【详解】考查商品损坏投诉。顾客发现商品损坏，服务人员应道歉并请求证据便于处理。故选 C。 32．Speaker A: Your staff member must have made a mistake about the address. Speaker B: ______ A．It is a sports watch. B．We will check the address sheet carefully. C．I go jogging every day. 【答案】B 【详解】考查问题核实。顾客指出地址错误，服务方应说明会仔细核对地址单。故选 B。 33．Speaker A: I have a request that you deliver my order as soon as possible. Speaker B: ______ A．The classroom is clean. B．I don't like leaflets. C．We'll try our best to arrange it today. 【答案】C 【详解】考查请求回应。顾客要求尽快递送订单，服务方应回应安排方案。故选 C。 34．Speaker A: Thank you for your patience while we checked the package. Speaker B: ______ A．You're welcome. I just hope it can be solved. B．It is under the desk. C．I have no homework. 【答案】A 【详解】考查感谢回应。服务方感谢顾客等待，顾客回应并表达希望解决问题。故选 A。 35．Speaker A: Could you sign your name here after checking the new product? Speaker B: ______ A．The price is reduced. B．Sure. The product works well now. C．I arrived by taxi. 【答案】B 【详解】考查手续确认。对方请求检查后签名，Sure 并确认产品正常使用，符合语境。故选 B。 （二）补全对话 阅读下面对话，根据上下文从所给的七个选项中选出一个最佳选项补全对话，其中2项多余。（共5小题，每小题2分，共10分） CS: Good morning. Fujian Smart Delivery Service. What can I do for you? Customer: ____ 36 ____ My leaflets were delivered to another company yesterday. CS: I'm terribly sorry for that. Could you tell me your order number? Customer: ____ 37 ____ Also, the meeting starts tomorrow afternoon, so the delay may cause a loss. CS: I understand. ____ 38 ____ Customer: Yes. I hope you can send the right leaflets before noon tomorrow. CS: We will arrange a second delivery early tomorrow morning. ____ 39 ____ Customer: That is helpful, but what about the wrong leaflets? CS: Our delivery man will take them back when he sends the right ones. Customer: ____ 40 ____ A. We will also reduce the price by 15%. B. Yes, it is FJ3188. C. I'm calling to make a complaint. D. The weather in Fuzhou is warm. E. Did I get your request correctly? F. Thank you. I hope everything goes well tomorrow. G. I want to buy a sports watch. 【答案】36. C 37. B 38. E 39. A 40. F 【解析】 36. C 上文为客服询问需要什么帮助，下文说明广告单送错公司，因此此处应表明来电投诉。 37. B 上文询问订单号，FJ3188 是具体订单号，衔接自然。 38. E 后文顾客确认希望明天中午前收到正确广告单，说明客服正在复述并核对顾客诉求。 39. A 前文已安排第二次递送，补充降价15%是针对延误可能造成损失的补偿方案。 40. F 前文客服说明正确广告单和错误广告单的处理方式，顾客用感谢和期待作礼貌收束。 三、阅读理解（共10小题，每小题2分，共20分） 阅读下列两篇短文，根据短文内容从每题所给的A、B、C三个选项中选出一个最佳选项。 A When Chen Rui, a second-year student who was helping his uncle prepare leaflets for a small trade meeting, opened the package on Monday morning, he found that the leaflets inside belonged to a furniture company rather than to his uncle's repair shop. Because the meeting would begin on Wednesday and every visitor needed a leaflet to understand the service items, Chen Rui immediately called the printing company and explained the problem in a calm but clear way. The customer service clerk first thanked him for reporting the mistake and then asked for the order number, delivery address and a photo of the package. After checking the records, she found that a new worker had put the wrong address sheet on two similar packages in the same district. Although the company could not change what had already happened, it arranged a second delivery for early Tuesday morning so that the right leaflets would arrive before the meeting materials were packed. To make up for the trouble, the company also reduced the price by 15% and promised to give a 5% discount on the next order. Chen Rui accepted the solution because it covered both the urgent delivery need and the possible business loss. More importantly, he noticed that the clerk did not make excuses; instead, she listened patiently, checked facts step by step and gave a practical reply, which helped rebuild his trust in the company. 41．What can we learn about Chen Rui's problem from Paragraph 1? A．He received leaflets for a different company. B．He lost all visitors' names before the meeting. C．He ordered furniture for his uncle's repair shop. 42．Which information did the clerk ask Chen Rui to provide? A．His school timetable and club name. B．The order number and package photo. C．The furniture price and visitor list. 43．Why did the company arrange the second delivery for early Tuesday morning? A．To avoid checking any delivery record. B．To make the meeting start on Monday. C．To get the correct leaflets ready in time. 44．What can we infer about the customer service clerk? A．She handled the complaint responsibly. B．She refused to explain the cause clearly. C．She asked Chen Rui to pay a higher price. 45．Which is the best title for the passage? A．A Trade Meeting Without Visitors B．A Complaint Solved with Patience C．A Repair Shop Closed on Tuesday 【答案】41．A 42．B 43．C 44．A 45．B 【导语】本文是一篇记叙文，围绕广告单错送引发的顾客投诉展开，讲述陈睿发现包裹错误后与客服沟通、核对信息并接受补偿方案的过程。文章通过较完整的信息链呈现服务人员如何用事实核查、及时补救和合理补偿化解投诉。 【详解】41．细节理解题。根据第一段“the leaflets inside belonged to a furniture company rather than to his uncle's repair shop”可知，陈睿收到的是另一家公司的广告单。故选 A。 【详解】42．细节理解题。根据第二段“asked for the order number, delivery address and a photo of the package”可知，客服要求提供订单号、地址和包裹照片，B 项概括其中关键信息。故选 B。 【详解】43．推理判断题。根据第一段会议周三开始及第二段“so that the right leaflets would arrive before the meeting materials were packed”可知，安排周二早晨二次递送是为了及时准备正确广告单。故选 C。 【详解】44．推理判断题。根据第三段“listened patiently, checked facts step by step and gave a practical reply”可知，客服处理投诉时耐心、负责且方案可行。故选 A。 【详解】45．标题归纳题。全文围绕一次广告单错送投诉如何通过耐心服务和实际补偿得到解决展开，B 项概括准确。故选 B。 B Customer service is not only a set of polite words but also a process of solving problems in a responsible way. When a company receives a complaint, the first question is not who should be blamed, but what information must be collected so that the real cause can be found. If a clerk only says sorry without checking receipts, address sheets or delivery records, the same mistake may happen again and the apology will sound empty. A useful complaint reply usually has a clear logic. It begins with thanks and an apology, continues with an honest explanation, and ends with a practical solution. In many service situations, the solution should match the customer's real loss: a delayed package may require a faster second delivery, damaged goods may require an exchange or refund, and a mistake that influences future business may require a discount. Although different customers may express anger in different ways, they usually expect the company to listen carefully and act quickly. For vocational students who will work in hotels, shops, logistics companies or online service centers, learning how to deal with complaints is part of professional ethics. A patient clerk can turn a difficult conversation into a chance to rebuild trust, while a careless reply may turn a small problem into a long-term loss. Therefore, good customer service is an attitude shown through every detail, from checking facts to keeping promises. 46．What does Paragraph 1 suggest a company should do after receiving a complaint? A．Collect facts before giving a solution. B．Blame the customer for every mistake. C．Stop checking receipts and records. 47．Which order best shows the logic of a useful complaint reply? A．Solution, blame, silence. B．Thanks, explanation, solution. C．Discount, excuse, new complaint. 48．What does the underlined word “empty” in Paragraph 1 most probably mean? A．Full of careful details. B．Lacking real meaning. C．Connected with records. 49．Which solution may fit damaged goods according to Paragraph 2? A．A faster second delivery only. B．An exchange or a refund. C．A request for more complaints. 50．What does the writer want to tell vocational students? A．Complaint handling is useful for future work. B．Service centers should avoid all customers. C．Professional ethics means selling more goods. 【答案】46．A 47．B 48．B 49．B 50．A 【导语】本文是一篇说明文，围绕顾客投诉处理的逻辑和职业意义展开，说明客服工作不仅是礼貌表达，更包含事实核查、原因说明、方案匹配和承诺落实。文章句式较复杂，强调中职学生未来职场中的职业伦理与服务意识。 【详解】46．推理判断题。根据第一段“what information must be collected so that the real cause can be found”以及后文核对收据、地址单和递送记录可知，公司应先收集事实再给出方案。故选 A。 【详解】47．细节理解题。根据第二段“It begins with thanks and an apology, continues with an honest explanation, and ends with a practical solution.”可知，逻辑顺序为感谢与道歉、解释、解决方案。故选 B。 【详解】48．词义猜测题。根据第一段“If a clerk only says sorry without checking...”可知，只道歉不核查会使道歉缺少实际意义，empty 在此表示“空洞的；缺乏实际意义的”。故选 B。 【详解】49．细节理解题。根据第二段“damaged goods may require an exchange or refund”可知，商品损坏可对应调换或退款。故选 B。 【详解】50．主旨大意题。第三段指出中职学生未来可能进入酒店、商店、物流或线上服务中心，学习处理投诉属于职业伦理的一部分，因此作者强调投诉处理对未来工作有用。故选 A。 综合卷Ⅱ（25分） 四、英汉互译（共5小题，每小题3分，满分15分） 51．Even though the delay was due to bad weather, we will still cover the loss caused to your business. _____________________________________________ 【答案】尽管延误是由于恶劣天气造成的，我们仍将承担给贵方业务造成的损失。 【详解】Even though 引导让步状语从句；due to 表示“由于”；cover the loss 表示“承担损失”。 52．The staff member in charge of the delivery put the wrong address sheet on the package. _____________________________________________ 【答案】负责递送的工作人员把错误的地址单贴在了包裹上。 【详解】in charge of the delivery 作后置定语，修饰 staff member；address sheet 表示“地址单”。 53．We sincerely hope you will support our company as always after receiving the practical solution. _____________________________________________ 【答案】我们真诚地希望您在收到切实可行的解决方案后，能一如既往地支持我们公司。 【详解】sincerely 表示“真诚地”；as always 表示“一如既往”；practical solution 表示“切实可行的解决方案”。 54．既然这是我们的过失，我们将尽快安排第二次递送。（since; arrange） _____________________________________________ 【答案】Since it is our fault, we will arrange a second delivery as soon as possible. 【详解】Since 引导原因状语从句；arrange a second delivery 表示“安排第二次递送”；as soon as possible 表示“尽快”。 55．客服人员耐心地核对了订单号，以便找到真正的原因。（so that） _____________________________________________ 【答案】The customer service clerk checked the order number patiently so that she could find the real cause. 【详解】patiently 修饰 checked；so that 引导目的状语从句；real cause 表示“真正的原因”。 五、应用写作（满分10分） 56．假定你是某物流公司客服人员李华，客户 Mr. Smith 来信投诉广告单被错送并影响会议准备。请你根据以下提示，写一封英文回复邮件。 提示： 1.表达歉意并说明原因：工作人员贴错地址单； 2.提出解决方案：明天上午二次递送、取回错误广告单； 3.给出补偿：降价15%，下次订单给予折扣； 4.表达改进服务的承诺。 要求： 1.词数80—100词； 2.条理清晰，语句通顺； 3.开头和结尾已给出，不计入总词数。 Dear Mr. Smith, Thank you for your letter about the wrong leaflets. ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Yours sincerely, Li Hua 【参考范文】 Dear Mr. Smith, Thank you for your letter about the wrong leaflets. We are very sorry for the inconvenience caused to your meeting preparation. After checking the delivery records, we found that our worker put the wrong address sheet on your package. Since it was our fault, we have arranged a second delivery for tomorrow morning, and the right leaflets will reach your company before noon. Our delivery man will also take back the wrong package at the same time. To make up for your possible loss, we will reduce the price by 15% and offer a 5% discount on your next order. We promise to check every address more carefully in the future. Yours sincerely, Li Hua 【解析】结构完整，紧扣要点：范文依次包含致歉、原因说明、二次递送、错误包裹取回、价格补偿和改进承诺，覆盖题目全部提示。 【解析】语言层级适合能力提升：使用 After checking..., Since it was our fault, To make up for... 等连接结构，体现投诉回复邮件的逻辑推进。 【解析】情境真实，表达得体：邮件语气正式、礼貌，解决方案具体可执行，符合客服投诉处理场景。 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 $