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：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．guarantee A．music B．cup C．bus 【答案】A 【详解】考查字母 u 的发音。guarantee、cup、bus 中 u 发 /ʌ/，music 中 u 发 /juː/，发音不同。故选 A。 2．deliver A．river B．dinner C．find 【答案】C 【详解】考查字母 i 的发音。deliver、river、dinner 中 i 发 /ɪ/，find 中 i 发 /aɪ/，发音不同。故选 C。 3．apology A．stone B．office C．total 【答案】B 【详解】考查字母 o 的发音。apology、stone、total 中 o 发 /əʊ/，office 中 o 发 /ɒ/，发音不同。故选 B。 4．exchange A．ball B．walk C．fat 【答案】C 【详解】考查字母 a 的发音。exchange、ball、walk 中 a 发 /ɔː/，fat 中 a 发 /æ/，发音不同。故选 C。 5．delivery A．white B．winter C．finish 【答案】A 【详解】考查字母 i 的发音。delivery、winter、finish 中 i 发 /ɪ/，white 中 i 发 /aɪ/，发音不同。故选 A。 （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 hotel received a customer complaint about no hot water last night. A．建议 B．表扬 C．投诉 【答案】C 【详解】考查名词词义。complaint 在句中指顾客对没有热水这一问题提出的“投诉”。故选 C。 7．We apologize for the inconvenience caused by the late delivery. A．尺寸；大小 B．优惠；折扣 C．不便；麻烦 【答案】C 【详解】考查名词词义。inconvenience 与 late delivery 构成因延迟带来的麻烦语境，意为“不便；麻烦”。故选 C。 8．Please keep your receipt so that we can check the purchase date. A．广告单 B．收据 C．电池 【答案】B 【详解】考查名词词义。receipt 可用于核对购买日期，在句中意为“收据”。故选 B。 9．The sports watch is still under guarantee, so the repair is free. A．在压力下 B．在路途中 C．在保修期内 【答案】C 【详解】考查固定搭配。under guarantee 与 free repair 呼应，表示“在保修期内”。故选 C。 10．The shop will exchange the wrong size for you this afternoon. A．调换 B．拒绝 C．比较 【答案】A 【详解】考查动词词义。exchange 与 wrong size 搭配，表示把尺码不合适的商品“调换”。故选 A。 11．The company promised to deliver the leaflets before Friday. A．递送 B．打印 C．取消 【答案】A 【详解】考查动词词义。deliver the leaflets 表示“递送广告单”，before Friday 是交付时间线索。故选 A。 12．The manager decided to reduce the price because of the delay. A．提高 B．记录 C．降低 【答案】C 【详解】考查动词词义。reduce the price 与 delay 后的补偿语境一致，意为“降低价格”。故选 C。 13．The delivery was delayed due to heavy rain on the road. A．由于；因为 B．代替 C．远离 【答案】A 【详解】考查介词短语。due to 引出 heavy rain 这一原因，意为“由于；因为”。故选 A。 14．Ms. Lin is in charge of dealing with customer calls today. A．害怕 B．负责 C．参观 【答案】B 【详解】考查固定短语。be in charge of 后接任务，表示“负责”处理顾客电话。故选 B。 15．Make sure the goods arrive at the right address on time. A．弄丢 B．拖延 C．确保 【答案】C 【详解】考查动词短语。make sure 后接货物按时到达正确地址这一要求，意为“确保”。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 wrong package was our fault, we will send a new one today. A．Since B．Because of C．Until 【答案】A 【详解】考查原因状语从句。空后是完整句子，表示原因，用 Since 引导；Because of 后接名词或短语。故选 A。 17．The customer kept waiting ______ it took two hours to check the phone. A．even though B．so that C．in order that 【答案】A 【详解】考查让步状语从句。顾客等待与检查耗时两小时之间是让步关系，用 even though。故选 A。 18．The clerk spoke slowly ______ the old man could understand the solution. A．since B．even if C．so that 【答案】C 【详解】考查目的状语从句。工作人员说得慢是为了让老人理解解决方案，用 so that。故选 C。 19．We wrote down the order number ______ we could check it later. A．in order that B．because of C．as soon as 【答案】A 【详解】考查目的状语从句。记录订单号的目的是之后核对，in order that 符合语境。故选 A。 20．The mobile phone is still ______ guarantee, so you needn't pay for the repair. A．on B．under C．at 【答案】B 【详解】考查介词搭配。under guarantee 表示“在保修期内”，符合免费维修语境。故选 B。 21．The service center will get your watch ______ before making a decision. A．check B．checking C．checked 【答案】C 【详解】考查 get sth. done 结构。your watch 与 check 之间是被检查关系，应使用过去分词 checked。故选 C。 22．The delivery was ______ by the typhoon yesterday. A．delayed B．delay C．delaying 【答案】A 【详解】考查被动语态。主语 delivery 与 delay 之间为被动关系，was 后接过去分词 delayed。故选 A。 23．The staff member is so patient ______ many customers trust her. A．because B．that C．if 【答案】B 【详解】考查 so...that... 结构。句意为工作人员如此有耐心，以至于很多顾客信任她。故选 B。 24．If the battery does not work, we ______ it for you. A．exchanged B．are exchanging C．will exchange 【答案】C 【详解】考查条件状语从句的主将从现。if 从句用一般现在时，主句表示将来安排，用 will exchange。故选 C。 25．Please show me your receipt ______ we can check the purchase date. A．so that B．even though C．since 【答案】A 【详解】考查目的状语从句。出示收据的目的是核对购买日期，so that 符合句意。故选 A。 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: Excuse me, I would like to make a complaint. Speaker B: ______ A．It is on the second floor. B．I'm sorry to hear that. What's the problem? C．Yes, I enjoy shopping. 【答案】B 【详解】考查投诉回应。对方表示要投诉，应先表达歉意或关注，并询问具体问题。故选 B。 27．Speaker A: The dish is too salty. Speaker B: ______ A．It is a blue shirt. B．You can take Bus No. 5. C．I'm sorry. We'll change it for you. 【答案】C 【详解】考查餐饮投诉回应。顾客抱怨菜太咸，服务人员应道歉并提出处理办法。故选 C。 28．Speaker A: Would you please show me your receipt? Speaker B: ______ A．I like the color. B．No, it is not a battery. C．OK. Here you are. 【答案】C 【详解】考查请求回应。对方请求出示收据，OK. Here you are. 表示同意并递交。故选 C。 29．Speaker A: I'm sorry for the inconvenience caused. Speaker B: ______ A．I bought it online. B．That's all right. Please solve it soon. C．It is made of paper. 【答案】B 【详解】考查道歉回应。对方致歉后，顾客可表示接受并提出尽快解决的要求。故选 B。 30．Speaker A: What's the problem with your sports watch? Speaker B: ______ A．I bought it last month. B．It is under guarantee. C．It always has a blank screen. 【答案】C 【详解】考查问题描述。问句询问运动手表的故障，blank screen 是具体问题。故选 C。 31．Speaker A: We'll get your phone checked immediately. Speaker B: ______ A．Thanks for your help. B．I am a delivery man. C．The price is high. 【答案】A 【详解】考查服务回应。对方表示马上检查手机，顾客应表达感谢。故选 A。 32．Speaker A: May I have your order number? Speaker B: ______ A．It is sunny today. B．Sure. It is FJ2046. C．No, I don't cook. 【答案】B 【详解】考查信息提供。对方询问订单号，应直接提供具体号码。故选 B。 33．Speaker A: The delivery will arrive tomorrow morning. Speaker B: ______ A．I work in a school. B．It is too salty. C．Thank you. I'll wait for it. 【答案】C 【详解】考查告知回应。对方说明送达时间，顾客确认并表示等待，符合语境。故选 C。 34．Speaker A: Who is in charge of customer service today? Speaker B: ______ A．Ms. Chen is. B．It is a receipt. C．Three days ago. 【答案】A 【详解】考查询问负责人。Who is in charge...? 询问负责人，Ms. Chen is. 符合语境。故选 A。 35．Speaker A: Could you reduce the price a bit? Speaker B: ______ A．It is the wrong size. B．Let me ask the manager first. C．I take Bus No. 8. 【答案】B 【详解】考查价格协商。顾客请求降价，服务人员应说明需先请示经理。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） Clerk: Good afternoon! Blue Star Service Center. May I help you? Customer: ____ 36 ____ I bought a sports watch here last month. Clerk: What's the problem with it? Customer: ____ 37 ____ Even if I charged it last night, it still doesn't work. Clerk: I'm sorry for the inconvenience caused. ____ 38 ____ Customer: Sure. Here is the receipt. Clerk: Thank you. It is still under guarantee. ____ 39 ____ Customer: That sounds good. How long will it take? Clerk: About ten minutes. Thanks for your patience. Customer: ____ 40 ____ A. We'll get it checked immediately. B. It always has a blank screen. C. I like doing sports after school. D. The weather is quite fine today. E. Would you please show me your receipt? F. No problem. I'll wait here. G. Yes, please. I'd like to make a complaint. 【答案】36. G 37. B 38. E 39. A 40. F 【解析】 36. G 上文服务人员询问是否需要帮助，下文顾客说明购买经历，此处用 Yes, please. 并提出投诉，衔接自然。 37. B 上文询问具体故障，下文补充充电后仍无法使用，因此 blank screen 是对故障的直接描述。 38. E 后文顾客递交 receipt，可知此处服务人员请求出示收据。 39. A 前文确认仍在保修期内，后文顾客询问耗时，说明服务人员提出立即检查。 40. F 服务人员说明需等待十分钟并感谢耐心，此处顾客表示愿意等待，符合对话收束。 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 Last Saturday, Wu Kai went to a service center with his new sports watch. The screen often became blank after he ran for twenty minutes. He felt worried because he used the watch to record his training time. A clerk listened carefully and asked Wu Kai to show the receipt. The watch was bought three weeks ago, so it was still under guarantee. The clerk said they would get the watch checked first and then decide whether to repair it or exchange it. Ten minutes later, the clerk found that the battery had a small problem. The center exchanged a new watch for Wu Kai and apologized for the inconvenience caused. Wu Kai thanked the clerk because the problem was solved quickly. 41．What can we learn about Wu Kai's sports watch? A．It was used to record training time. B．It was bought more than a year ago. C．It was lost during a school race. 42．Why did the clerk ask Wu Kai to show the receipt? A．To know his home address. B．To check the purchase time. C．To reduce the delivery price. 43．Which information about the watch is TRUE? A．Its size was too large. B．Its color was not right. C．Its battery had a small problem. 44．What solution did the service center offer finally? A．They exchanged a new watch. B．They delayed the repair for a week. C．They asked Wu Kai to buy a battery. 45．What does the story mainly show? A．Training records are always wrong. B．Patient service can help solve complaints. C．Customers should never keep receipts. 【答案】41．A 42．B 43．C 44．A 45．B 【导语】本文是一篇记叙文，围绕售后服务中的产品投诉展开，讲述吴凯因运动手表故障到服务中心处理问题的经历。文章通过出示收据、核对保修期、检查电池和调换新表等情节，呈现了投诉处理的基本流程。 【详解】41．细节理解题。根据第一段“he used the watch to record his training time”可知，吴凯用手表记录训练时间。故选 A。 【详解】42．细节理解题。根据第二段“The watch was bought three weeks ago, so it was still under guarantee.”可知，收据用于核对购买时间并判断保修情况。故选 B。 【详解】43．细节理解题。根据第三段“the battery had a small problem”可知，手表电池有小故障。故选 C。 【详解】44．细节理解题。根据第三段“The center exchanged a new watch for Wu Kai”可知，服务中心最终调换了一块新手表。故选 A。 【详解】45．主旨大意题。文章展示工作人员耐心倾听、检查并解决问题的过程，说明耐心服务有助于处理投诉。故选 B。 B A good reply to a customer complaint should be clear and polite. First, the company should thank the customer for giving information. Then it should say sorry for the inconvenience caused. These words cannot change the past, but they can make the customer feel respected. After that, the company needs to explain the cause of the problem. For example, a wrong address sheet may lead to delayed delivery, or careless checking may cause goods to be sent to the wrong place. A simple and honest explanation is better than a long excuse. Finally, the company should give a useful solution, such as sending the right goods, reducing the price, or offering a discount on future orders. When the solution is practical, customers are more likely to keep trusting the company. 46．What should a company do first in a good reply? A．Ask the customer to wait for a year. B．Thank the customer for the information. C．Hide the cause of the problem. 47．What may a wrong address sheet cause according to Paragraph 2? A．Delayed delivery. B．A free business meeting. C．A larger restaurant dish. 48．What does the underlined word “practical” in Paragraph 3 mean? A．复杂的 B．昂贵的 C．实用的 49．Which is mentioned as a useful solution? A．Offering a future discount. B．Refusing every request. C．Changing the customer's address. 50．What is the main idea of the passage? A．How to write a complaint reply. B．Why all deliveries are late. C．Where to buy a sports watch. 【答案】46．B 47．A 48．C 49．A 50．A 【导语】本文是一篇说明文，围绕顾客投诉回复的写作方法展开，主要介绍回复中应包含感谢、道歉、原因解释和解决方案等要素。文章层次清晰，突出礼貌表达、问题说明与实际补偿之间的逻辑关系。 【详解】46．细节理解题。根据第一段“First, the company should thank the customer for giving information.”可知，回复开头应感谢顾客提供信息。故选 B。 【详解】47．细节理解题。根据第二段“a wrong address sheet may lead to delayed delivery”可知，错误地址单可能导致递送延误。故选 A。 【详解】48．词义猜测题。根据第三段“such as sending the right goods, reducing the price, or offering a discount”可知，practical 指这些办法可执行、有用，意为“实用的”。故选 C。 【详解】49．细节理解题。根据第三段“offering a discount on future orders”可知，为后续订单提供折扣是可用方案之一。故选 A。 【详解】50．主旨大意题。全文围绕如何清楚、礼貌、有效地回复顾客投诉展开。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．I'm sorry for the inconvenience caused by the delayed delivery. _____________________________________________ 【答案】对于延迟递送造成的不便，我深表歉意。 【详解】be sorry for 表示“为……感到抱歉”；inconvenience caused by... 表示“由……造成的不便”。 52．Would you please show me your receipt so that we can check it? _____________________________________________ 【答案】请您出示一下收据，以便我们核对好吗？ 【详解】Would you please...? 表示礼貌请求；so that 引导目的状语从句。 53．Since the phone is still under guarantee, we can exchange the battery for you. _____________________________________________ 【答案】既然这部手机仍在保修期内，我们可以为您更换电池。 【详解】Since 引导原因状语从句；under guarantee 表示“在保修期内”；exchange...for... 表示“为……更换……”。 54．我们会确保货物按时送达正确地址。（make sure） _____________________________________________ 【答案】We will make sure the goods arrive at the right address on time. 【详解】make sure 后接宾语从句；on time 表示“按时”。 55．经理决定把价格降低15%。（reduce） _____________________________________________ 【答案】The manager decided to reduce the price by 15%. 【详解】decide to do sth. 表示“决定做某事”；reduce the price by 15% 表示“把价格降低15%”。 五、应用写作（满分10分） 56．根据提示完成投诉处理邮件填空，每空一词或短语。 Dear Sir or Madam, Thank you for telling us about the problem with your order. We are sorry for the ____ (1) ____ caused by the late delivery. It happened that our worker put a wrong address ____ (2) ____ on the package. We will ____ (3) ____ the right goods tomorrow morning and take back the wrong package. To show our sincerity, we will ____ (4) ____ the price by 10%. We ____ (5) ____ to check every order more carefully in the future. Yours sincerely, Li Hua 【答案】(1) inconvenience (2) sheet (3) deliver (4) reduce (5) promise 【解析】(1) 考查名词。late delivery 会造成“不便”，故填 inconvenience。 【解析】(2) 考查名词。address sheet 表示“地址单”，符合包裹地址错误语境。 【解析】(3) 考查动词。deliver the right goods 表示“递送正确货物”。 【解析】(4) 考查动词。reduce the price by 10% 表示“把价格降低10%”。 【解析】(5) 考查动词。promise to do sth. 表示“承诺做某事”。 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：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．guarantee A．music B．cup C．bus 2．deliver A．river B．dinner C．find 3．apology A．stone B．office C．total 4．exchange A．ball B．walk C．fat 5．delivery A．white B．winter C．finish （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 hotel received a customer complaint about no hot water last night. A．建议 B．表扬 C．投诉 7．We apologize for the inconvenience caused by the late delivery. A．尺寸；大小 B．优惠；折扣 C．不便；麻烦 8．Please keep your receipt so that we can check the purchase date. A．广告单 B．收据 C．电池 9．The sports watch is still under guarantee, so the repair is free. A．在压力下 B．在路途中 C．在保修期内 10．The shop will exchange the wrong size for you this afternoon. A．调换 B．拒绝 C．比较 11．The company promised to deliver the leaflets before Friday. A．递送 B．打印 C．取消 12．The manager decided to reduce the price because of the delay. A．提高 B．记录 C．降低 13．The delivery was delayed due to heavy rain on the road. A．由于；因为 B．代替 C．远离 14．Ms. Lin is in charge of dealing with customer calls today. A．害怕 B．负责 C．参观 15．Make sure the goods arrive at the right address on time. A．弄丢 B．拖延 C．确保 （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 wrong package was our fault, we will send a new one today. A．Since B．Because of C．Until 17．The customer kept waiting ______ it took two hours to check the phone. A．even though B．so that C．in order that 18．The clerk spoke slowly ______ the old man could understand the solution. A．since B．even if C．so that 19．We wrote down the order number ______ we could check it later. A．in order that B．because of C．as soon as 20．The mobile phone is still ______ guarantee, so you needn't pay for the repair. A．on B．under C．at 21．The service center will get your watch ______ before making a decision. A．check B．checking C．checked 22．The delivery was ______ by the typhoon yesterday. A．delayed B．delay C．delaying 23．The staff member is so patient ______ many customers trust her. A．because B．that C．if 24．If the battery does not work, we ______ it for you. A．exchanged B．are exchanging C．will exchange 25．Please show me your receipt ______ we can check the purchase date. A．so that B．even though C．since 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: Excuse me, I would like to make a complaint. Speaker B: ______ A．It is on the second floor. B．I'm sorry to hear that. What's the problem? C．Yes, I enjoy shopping. 27．Speaker A: The dish is too salty. Speaker B: ______ A．It is a blue shirt. B．You can take Bus No. 5. C．I'm sorry. We'll change it for you. 28．Speaker A: Would you please show me your receipt? Speaker B: ______ A．I like the color. B．No, it is not a battery. C．OK. Here you are. 29．Speaker A: I'm sorry for the inconvenience caused. Speaker B: ______ A．I bought it online. B．That's all right. Please solve it soon. C．It is made of paper. 30．Speaker A: What's the problem with your sports watch? Speaker B: ______ A．I bought it last month. B．It is under guarantee. C．It always has a blank screen. 31．Speaker A: We'll get your phone checked immediately. Speaker B: ______ A．Thanks for your help. B．I am a delivery man. C．The price is high. 32．Speaker A: May I have your order number? Speaker B: ______ A．It is sunny today. B．Sure. It is FJ2046. C．No, I don't cook. 33．Speaker A: The delivery will arrive tomorrow morning. Speaker B: ______ A．I work in a school. B．It is too salty. C．Thank you. I'll wait for it. 34．Speaker A: Who is in charge of customer service today? Speaker B: ______ A．Ms. Chen is. B．It is a receipt. C．Three days ago. 35．Speaker A: Could you reduce the price a bit? Speaker B: ______ A．It is the wrong size. B．Let me ask the manager first. C．I take Bus No. 8. （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） Clerk: Good afternoon! Blue Star Service Center. May I help you? Customer: ____ 36 ____ I bought a sports watch here last month. Clerk: What's the problem with it? Customer: ____ 37 ____ Even if I charged it last night, it still doesn't work. Clerk: I'm sorry for the inconvenience caused. ____ 38 ____ Customer: Sure. Here is the receipt. Clerk: Thank you. It is still under guarantee. ____ 39 ____ Customer: That sounds good. How long will it take? Clerk: About ten minutes. Thanks for your patience. Customer: ____ 40 ____ A. We'll get it checked immediately. B. It always has a blank screen. C. I like doing sports after school. D. The weather is quite fine today. E. Would you please show me your receipt? F. No problem. I'll wait here. G. Yes, please. I'd like to make a complaint. 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 Last Saturday, Wu Kai went to a service center with his new sports watch. The screen often became blank after he ran for twenty minutes. He felt worried because he used the watch to record his training time. A clerk listened carefully and asked Wu Kai to show the receipt. The watch was bought three weeks ago, so it was still under guarantee. The clerk said they would get the watch checked first and then decide whether to repair it or exchange it. Ten minutes later, the clerk found that the battery had a small problem. The center exchanged a new watch for Wu Kai and apologized for the inconvenience caused. Wu Kai thanked the clerk because the problem was solved quickly. 41．What can we learn about Wu Kai's sports watch? A．It was used to record training time. B．It was bought more than a year ago. C．It was lost during a school race. 42．Why did the clerk ask Wu Kai to show the receipt? A．To know his home address. B．To check the purchase time. C．To reduce the delivery price. 43．Which information about the watch is TRUE? A．Its size was too large. B．Its color was not right. C．Its battery had a small problem. 44．What solution did the service center offer finally? A．They exchanged a new watch. B．They delayed the repair for a week. C．They asked Wu Kai to buy a battery. 45．What does the story mainly show? A．Training records are always wrong. B．Patient service can help solve complaints. C．Customers should never keep receipts. B A good reply to a customer complaint should be clear and polite. First, the company should thank the customer for giving information. Then it should say sorry for the inconvenience caused. These words cannot change the past, but they can make the customer feel respected. After that, the company needs to explain the cause of the problem. For example, a wrong address sheet may lead to delayed delivery, or careless checking may cause goods to be sent to the wrong place. A simple and honest explanation is better than a long excuse. Finally, the company should give a useful solution, such as sending the right goods, reducing the price, or offering a discount on future orders. When the solution is practical, customers are more likely to keep trusting the company. 46．What should a company do first in a good reply? A．Ask the customer to wait for a year. B．Thank the customer for the information. C．Hide the cause of the problem. 47．What may a wrong address sheet cause according to Paragraph 2? A．Delayed delivery. B．A free business meeting. C．A larger restaurant dish. 48．What does the underlined word “practical” in Paragraph 3 mean? A．复杂的 B．昂贵的 C．实用的 49．Which is mentioned as a useful solution? A．Offering a future discount. B．Refusing every request. C．Changing the customer's address. 50．What is the main idea of the passage? A．How to write a complaint reply. B．Why all deliveries are late. C．Where to buy a sports watch. 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．I'm sorry for the inconvenience caused by the delayed delivery. _____________________________________________ 52．Would you please show me your receipt so that we can check it? _____________________________________________ 53．Since the phone is still under guarantee, we can exchange the battery for you. _____________________________________________ 54．我们会确保货物按时送达正确地址。（make sure） _____________________________________________ 55．经理决定把价格降低15%。（reduce） _____________________________________________ 五、应用写作（满分10分） 56．根据提示完成投诉处理邮件填空，每空一词或短语。 Dear Sir or Madam, Thank you for telling us about the problem with your order. We are sorry for the ____ (1) ____ caused by the late delivery. It happened that our worker put a wrong address ____ (2) ____ on the package. We will ____ (3) ____ the right goods tomorrow morning and take back the wrong package. To show our sincerity, we will ____ (4) ____ the price by 10%. We ____ (5) ____ to check every order more carefully in the future. 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 $