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

编写说明：本套试卷紧扣《英语 基础模块3》（高教版第三版）教材，以教材单元为基准精准覆盖核心考点。 每个单元设置AB卷，A卷为基础巩固卷，侧重基础考点训练，帮助学生扎实掌握知识要点；B卷为能力提升卷，注重知识整合与全面检测，引导学生构建知识网络。全书设计4份综合测试卷，模拟实战情境，聚焦解题能力突破，全面提升应试能力与知识应用水平。 《英语 基础模块3》（高教版第三版）《单元过关卷》 Unit 4 Customer Service B卷·能力提升 考试时间：120分钟 满分：150分 班级_____姓名_____学号_____成绩_____ Ⅰ．补全对话（5小题，共10分） 阅读下列简短对话，从A、B、C、D中选出最佳答案，将对话补全。 1．— The customer says the delivery delay has caused a loss to his business. — ________. We should offer a practical solution at once. A. Let us forget it B. I see the problem C. He should wait longer D. It is none of our business 【答案】B 【详解】考查理解投诉并回应。上句说明延迟配送造成商业损失，下句表示应立即提供解决办法，空处应表示理解问题。B项符合语境。 2．— Could you refund the money if the machine cannot be repaired? — ________. Let us check it first and then decide. A. No one likes it B. That depends on the result C. Enjoy your meal D. You are late 【答案】B 【详解】考查条件性回应。顾客询问若无法维修能否退款，答语说先检查再决定，因此B项“视结果而定”符合语境。 3．— I am sorry that we put the wrong address sheet on your package. — ________. Please make sure the right goods arrive tomorrow. A. Thank you for explaining B. What a beautiful day C. I need no package D. That is a new hobby 【答案】A 【详解】考查回应解释与继续提出要求。前句解释错误原因，后句提出明天收到正确货物的要求，A项表示接受解释并继续沟通，最自然。 4．— Would you mind waiting for ten minutes while we check the receipt? — ________. I need the result before I leave. A. It tastes terrible B. You are welcome C. Not at all D. No, I won't buy it 【答案】C 【详解】考查回应请求。Would you mind...?的礼貌答语中，Not at all表示“不介意”。后句说明顾客愿意等待但需要结果，故选C。 5．— We have exchanged the battery and tested the phone twice. Is that OK? — ________. I appreciate your patience. A. I do not know him B. It is too early C. The weather is fine D. Yes, thank you 【答案】D 【详解】考查确认与感谢。服务人员说明已换电池并测试两次，顾客表示感谢，D项“Yes, thank you”符合确认结果的语境。 Ⅱ．词汇（10小题，共20分） 阅读下列句子，从A、B、C、D中选出与划线单词或短语在句中意思最接近的中文释义。 6．The company made a clear promise to improve its delivery service. A. 投诉 B. 承诺 C. 损失 D. 发票 【答案】B 【详解】promise可作名词，意为“承诺”。句中improve its delivery service说明公司作出改进服务的承诺，故选B。 7．The customer asked for a full refund after the product stopped working. A. 安排 B. 尺寸 C. 退款 D. 道歉 【答案】C 【详解】refund为名词或动词，表示“退款；退还”。产品停止工作后顾客要求full refund，即全额退款，故选C。 8．The blank screen showed that there was something wrong with the battery. A. 电池 B. 地址 C. 广告单 D. 耐心 【答案】A 【详解】battery为名词，意为“电池”。blank screen和something wrong说明屏幕无显示可能与电池故障有关，故选A。 9．The restaurant gave each customer a 20% discount after the slow service. A. 收据 B. 保修 C. 订单 D. 折扣 【答案】D 【详解】discount为名词，表示“折扣”。20% discount表示八折优惠，用于补偿缓慢服务，故选D。 10．The assistant checked the sheet on the package before sending it out. A. 屏幕 B. 单子 C. 价格 D. 故障 【答案】B 【详解】sheet为名词，意为“单子；纸张”。句中on the package说明核对的是贴在包裹上的单据，故选B。 11．The manager asked Jack to take charge of the second delivery. A. 取消 B. 等待 C. 负责 D. 错过 【答案】C 【详解】take charge of表示“负责……”。经理让Jack负责第二次配送，符合售后处理流程，故选C。 12．The company wrote again to express its sincerity after the mistake. A. 真诚 B. 温度 C. 压力 D. 差异 【答案】A 【详解】sincerity为名词，意为“真诚”。公司犯错后再次写信，是为了表达真诚的歉意或态度，故选A。 13．The staff member will deliver the repaired computer to your office. A. 检查 B. 收费 C. 抱怨 D. 递送 【答案】D 【详解】deliver为动词，表示“递送；运送”。句中to your office说明将修好的电脑送到办公室，故选D。 14．Please mention your order number when you call the service center. A. 降低 B. 提及 C. 交换 D. 负责 【答案】B 【详解】mention为动词，意为“提及；提到”。拨打服务中心电话时需说明订单号，故选B。 15．The meeting was delayed because the manager had to deal with a complaint. A. 提前 B. 取消 C. 推迟 D. 完成 【答案】C 【详解】delay为动词，表示“延迟；推迟”。because后说明经理要处理投诉，因此会议被推迟，故选C。 Ⅲ．完形填空（15小题，共30分） 阅读下面短文，掌握其大意，然后从16—30各题所给的A、B、C、D四个选项中，选出最佳答案。 When our class visited a hotel, we watched how the front desk dealt with customer complaints. Mr. Gao said every complaint was a chance to improve service. A guest came with a wet suitcase. The driver had left it in the rain during airport pick-up. The guest looked angry and asked for a quick 16．________. Mr. Gao did not defend the driver at once. He invited the guest to a quiet corner and listened carefully. Then he checked the pick-up 17．________ and found that the suitcase had indeed been moved in heavy rain. He offered a 18．________ apology and asked a staff member to dry the clothes. Since the guest had an important meeting that evening, Mr. Gao 19．________ a nearby laundry to finish the work before six. He also gave the guest a clean shirt so that he could attend the meeting 20．________. However, Mr. Gao still thought about the cause. He found that the driver had no cover for luggage in bad weather. To prevent the same problem, he 21．________ waterproof bags for all hotel cars and trained drivers to check weather reports. The hotel paid for the laundry and 22．________ part of the room price. The guest was surprised by the careful 23．________. Before leaving, he wrote that the accident was unpleasant, but the service team was 24．________ and responsible. After the visit, I realized that professional ethics are shown by real actions. A good worker should face problems, protect customers' interests and keep 25．________ service details. If a mistake causes loss, the worker should explain the reason 26．________ and offer a practical plan. This visit helped us understand why customer service is an attitude, not just a 27．________. Patience, honesty and responsibility can turn a complaint into a lesson for 28．________. Since then, I have listened more carefully, recorded facts more clearly and 29．________ each promise before making it. Good service begins when we choose to 30．________ others seriously. 16． A. solution B. habit C. screen D. ticket 17． A. menu B. price C. photo D. record 18． A. quick B. empty C. local D. sincere 19． A. lost B. blamed C. called D. painted 20． A. confidently B. angrily C. cheaply D. silently 21． A. ordered B. borrowed C. forgot D. refused 22． A. mentioned B. reduced C. checked D. delivered 23． A. patience B. noise C. plan D. receipt 24． A. careless B. late C. busy D. honest 25． A. guessing B. checking C. hiding D. changing 26． A. clearly B. suddenly C. recently D. loudly 27． A. department B. weather C. product D. discount 28． A. pressure B. delivery C. improvement D. apology 29． A. break B. follow C. compare D. check 30． A. serve B. stop C. avoid D. copy 【答案】16.A 17.D 18.D 19.C 20.A 21.A 22.B 23.C 24.D 25.B 26.A 27.A 28.C 29.D 30.A 【详解】16.客人行李被雨淋湿并要求快速处理，solution“解决办法”符合投诉场景。 【详解】17.要核实接机过程，需要查看记录，record符合后文found that的依据。 【详解】18.服务人员面对明确失误应真诚道歉，sincere apology为自然搭配。 【详解】19.为赶在六点前完成清洗，经理应联系附近洗衣店，called符合动作逻辑。 【详解】20.给客人干净衬衫的目的是让他能自信地参加会议，confidently符合语境。 【详解】21.发现车上没有防水行李袋后，经理订购防水袋以防再发生，ordered正确。 【详解】22.酒店承担清洗费并降低部分房价作为补偿，reduced part of the room price符合售后处理。 【详解】23.前文列举干衣、联系洗衣店、提供衬衫和补偿，说明方案周到，plan符合语境。 【详解】24.客人认为事故不愉快，但团队诚实负责，honest与responsible并列，符合评价。 【详解】25.服务细节需要持续核对而不是猜测，checking service details符合职业要求。 【详解】26.面对失误应清楚解释原因，clearly修饰explain，符合语义。 【详解】27.句子呼应客户服务是一种态度，不只是部门，department符合主题表达。 【详解】28.耐心、诚实和责任能把投诉变成改进的机会，improvement符合升华语境。 【详解】29.在作出承诺前要核对每个承诺是否能做到，check each promise逻辑自然。 【详解】30.认真服务他人是客户服务的核心，serve others符合全文主旨。 Ⅳ．阅读理解（15小题，共45分） 阅读下列短文，从每题所给的A、B、C、D四个选项中选出最佳答案；C篇根据上下文将五个选项填入文中空缺处。 A A vocational school invited parents to a product show. Students sold hand-made notebooks, phone bags and small cakes. To make the show more real, the business class opened a complaint desk. The teacher reminded the students that a complaint was not an attack. It was useful information from a customer who still hoped the service could become better. During the show, a mother bought a phone bag, but the zipper broke before she left the hall. The student seller wanted to give back the money quickly, but the complaint desk leader, Han Yu, stopped him politely. Han Yu first checked the broken part and asked whether the mother preferred a refund or an exchange. The mother said she liked the color and only wanted a new one. Han Yu then asked the seller to find the same model and test the zipper twice. After the exchange, Han Yu wrote the problem on a record sheet. She also suggested that the class should check every zipper before the next sale. The mother smiled and said she felt respected. The seller learned that fast action was important, but understanding the customer's real request was even more important. A good solution should match the problem, not simply finish the conversation. 31．Why did the business class open a complaint desk? A. To sell more cakes at a higher price. B. To ask parents to repair phones. C. To make the product show more real. D. To choose the best singer. 32．What problem did the mother meet? A. The hall was closed. B. The zipper of the phone bag broke. C. The cakes were too salty. D. The notebook had no cover. 33．What did the mother really want? A. A different color. B. A cheaper cake. C. A new notebook. D. A new phone bag of the same model. 34．What did Han Yu suggest before the next sale? A. Making fewer products. B. Checking every zipper. C. Closing the complaint desk. D. Changing the show place. 35．What is the main lesson of the story? A. A refund is always the best answer. B. Parents should not buy student products. C. A good solution should match the customer's real request. D. Product shows are only for business majors. 【答案】31.C 32.B 33.D 34.B 35.C 【导语】本文讲述职业学校产品展上的投诉处理案例。韩雨没有简单退款，而是先了解顾客真实需求，再完成调换并记录问题，说明解决方案应与顾客实际需求匹配。 【详解】31.细节理解题。第一段“To make the show more real...opened a complaint desk”说明开设投诉台是为了让产品展更贴近真实服务场景，故选C。 【详解】32.细节理解题。第二段“the zipper broke before she left the hall”说明手机包拉链坏了，故选B。 【详解】33.细节理解题。第二段母亲说喜欢颜色，只想要同款新的，因此选D。 【详解】34.细节理解题。第三段“check every zipper before the next sale”说明韩雨建议下次销售前检查每条拉链，故选B。 【详解】35.主旨大意题。末句指出好的解决方案应匹配问题，而不是简单结束对话，C项概括最准确。 B In global business, customer service may look different from country to country, but the heart of good service is similar. A company should respect customers, keep promises and explain problems honestly. However, service workers also need to understand local business cultures. Without this understanding, even a helpful action may be misunderstood. For example, a Chinese company prepared a meeting with a Turkish partner about delayed machine parts. The Chinese team wanted to decide the compensation plan in one morning. The Turkish partner, however, preferred several talks before the final decision. They did not like pressure or a strict deadline. At first, the Chinese team felt the process was slow. Later, they learned to show patience and discuss the details step by step. The partner then became more willing to accept a second delivery and a small discount. In another case, a service email to a French customer failed because it sounded too personal. The worker wrote many friendly sentences about family and holidays before discussing the wrong goods. The customer replied briefly and asked for a direct solution. The worker changed the email, explained the cause, offered an exchange and avoided personal questions. This time, the customer accepted the plan quickly. These cases show that professional service is not only about saying sorry. It also means choosing the right way to communicate in different cultures. 36．What is similar in good customer service across countries? A. Using the same language. B. Having long holidays. C. Respecting customers and keeping promises. D. Avoiding all meetings. 37．What did the Turkish partner prefer before the final decision? A. A personal email. B. Several talks. C. A new office. D. A family dinner. 38．Why did the first email to the French customer fail? A. It sounded too personal. B. It had no greeting. C. It offered an exchange too quickly. D. It was written on paper. 39．What does the underlined word “compensation” in Paragraph 2 probably mean? A. 训练 B. 竞争 C. 补偿 D. 招聘 40．What is the best title for the passage? A. How to Learn French Fast B. Why Deadlines Are Always Bad C. The History of Machine Parts D. Customer Service in Different Cultures 【答案】36.C 37.B 38.A 39.C 40.D 【导语】本文通过土耳其和法国客户服务沟通案例，说明跨文化商务服务中不仅要真诚解决问题，还要理解不同地区的沟通习惯和商务文化。 【详解】36.细节理解题。第一段指出优秀服务的共同核心是respect customers, keep promises and explain problems honestly，C项概括其中要点。 【详解】37.细节理解题。第二段“The Turkish partner...preferred several talks before the final decision”说明对方更希望多次沟通后再决定，故选B。 【详解】38.细节理解题。第三段第一句说明给法国客户的邮件失败是因为听起来too personal，故选A。 【详解】39.词义猜测题。机器零件延迟后双方讨论second delivery和discount，说明compensation plan指对损失的“补偿方案”，故选C。 【详解】40.标题归纳题。全文围绕不同文化中的客户服务沟通方式展开，D项最能概括文章主题。 C A useful complaint report helps a company find repeated problems. It should not be a list of angry words only. ____41____ When the report is clear, managers can see what should be changed first. Start with basic facts. Write down the product name, order number, date and place. ____42____ If ten customers complain about the same delivery route, the company may need to check that route instead of blaming one worker. Next, group the complaints by problem type. Some complaints are about damaged goods. Some are about price difference, delayed delivery or poor service attitude. ____43____ This makes the report easier to read and compare. After grouping, analyze the causes. A damaged product may be caused by weak packing, careless moving or bad weather. ____44____ A report should show which cause is most likely, because different causes need different solutions. The last part should give practical suggestions. Do not simply write “be careful next time”. Suggest who should do what and when. ____45____ In this way, a complaint report becomes a tool for improving service quality. 选项： A. Each type should be put under a clear heading. B. For example, the delivery team can check packing boxes every Friday. C. These facts help readers find patterns. D. The writer should also avoid guessing without evidence. E. It should turn customer experiences into useful information. 【答案】41.E 42.C 43.A 44.D 45.B 【导语】本文说明如何撰写有效的客户投诉报告：记录基本事实、按问题类型归类、分析可能原因，并给出明确可执行的改进建议。 【详解】41.空前说报告不应只是愤怒话语列表，E项指出应把客户经历转化为有用信息，承接自然。 【详解】42.空前列举产品名、订单号、日期和地点等事实，C项说明这些事实帮助发现规律，符合逻辑。 【详解】43.空前列举不同投诉类型，A项说明每一类应放在清晰标题下，承接group the complaints by problem type。 【详解】44.空前列举损坏商品的可能原因，D项提醒不要无证据猜测，空后要求指出最可能原因，逻辑连贯。 【详解】45.空前要求建议明确到谁在何时做什么，B项给出每周五检查包装箱的具体例子，符合例证关系。 Ⅴ．语法填空（10小题，共20分） 阅读下面短文，在空白处填入1个适当的单词或括号内单词的正确形式。 A complaint email should be answered with both skill and respect. Last week, I helped reply to a customer ____ 46 ____ leaflets were delivered to the wrong address. The customer said the delay would cause a serious ____ 47 ____ (lose) to his weekend sale. Our team apologized first instead of ____ 48 ____ (argue). Then we checked the delivery record and found that the address sheet ____ 49 ____ (put) on the wrong package by mistake. Because the problem was our fault, we decided ____ 50 ____ (send) the right leaflets that night. We also arranged for a worker ____ 51 ____ (get) the wrong package back. Although the customer did not ask for money, the manager reduced the price ____ 52 ____ 15%. This solution was ____ 53 ____ (practical) than a long explanation. The customer wrote back ____ 54 ____ he accepted it. From this experience, I learned that a sincere apology and quick action are ____ 55 ____ (importance) in customer service. 【答案】46.whose 47.loss 48.arguing 49.was put 50.to send 51.to get 52.by 53.more practical 54.that 55.important 【详解】46.空处引导定语从句，修饰a customer，并与leaflets构成所属关系，表示“这位顾客的广告单”，故填whose。 【详解】47.空前serious为形容词，后面应用名词；lose的名词形式为loss，表示“损失”。 【详解】48.instead of为介词短语，后接动名词形式，故填arguing。 【详解】49.主语the address sheet与put之间为被动关系，且动作发生在过去，主语为单数，故填was put。 【详解】50.decide to do sth.为固定结构，表示“决定做某事”，故填to send。 【详解】51.arrange for sb. to do sth.表示“安排某人做某事”，故填to get。 【详解】52.reduce...by...表示“降低了……”，句中表示价格降低15%，故填by。 【详解】53.than提示使用比较级，practical为多音节形容词，比较级为more practical。 【详解】54.空处引导宾语从句，accepted it结构完整、意义完整，应用that引导。 【详解】55.空处在are后作表语，应用形容词important，表示“重要的”。 Ⅵ．完成句子（5小题，共15分） 根据所给中文提示补全英文句子。 56．这个问题是由我们的粗心造成的。 The problem _____________________ our carelessness. 【答案】was caused by 【详解】主语The problem与cause之间为被动关系，句意表示“由……造成”，应用was caused by。 57．即使天气很糟糕，我们也会准时递送货物。 We will deliver the goods on time _____________________ the weather is terrible. 【答案】even though / even if 【详解】even though或even if可引导让步状语从句，表示“即使”。句中强调天气差也会准时递送。 58．经理承诺为顾客制订更好的解决方案。 The manager promised to _____________________ for the customer. 【答案】work out a better solution 【详解】work out a solution表示“制订/想出解决办法”。better修饰solution，符合句意。 59．如果电池不能正常充电，我们将为您调换一个新的。 If the battery cannot be charged properly, we will _____________________ for you. 【答案】exchange a new one 【详解】exchange表示“调换”。a new one指代新的电池或产品，符合售后处理语境。 60．他负责把货物送到正确的地址。 He _____________________ sending the goods to the right address. 【答案】takes charge of 【详解】take charge of表示“负责……”。主语He为第三人称单数，句子陈述一般情况，动词用takes。 Ⅶ．应用写作（1小题，共10分） 61．假如你是酒店前台服务人员李华，一位客人投诉接机时行李被雨淋湿。请你写一封约40词的英文邮件回复，内容包括：表达歉意；提出补救措施；说明改进承诺。 ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 【参考范文】 Dear Sir, We sincerely apologize for the wet suitcase during airport pick-up. We will pay for cleaning your clothes and offer a free room service today. We have prepared waterproof bags for rainy days and will check each car before service. Yours sincerely, Li Hua 【详解】范文围绕酒店服务投诉展开，先说明wet suitcase并真诚道歉，再提出清洗费用和免费客房服务等补救措施，最后说明准备防水袋和检查车辆的改进承诺，结构清晰、语气得体。 原创精品资源学科网独家享有版权，侵权必究！ 学科网（北京）股份有限公司 $ 编写说明：本套试卷紧扣《英语 基础模块3》（高教版第三版）教材，以教材单元为基准精准覆盖核心考点。 每个单元设置AB卷，A卷为基础巩固卷，侧重基础考点训练，帮助学生扎实掌握知识要点；B卷为能力提升卷，注重知识整合与全面检测，引导学生构建知识网络。全书设计4份综合测试卷，模拟实战情境，聚焦解题能力突破，全面提升应试能力与知识应用水平。 《英语 基础模块3》（高教版第三版）《单元过关卷》 Unit 4 Customer Service B卷·能力提升 考试时间：120分钟 满分：150分 班级_____姓名_____学号_____成绩_____ Ⅰ．补全对话（5小题，共10分） 阅读下列简短对话，从A、B、C、D中选出最佳答案，将对话补全。 1．— The customer says the delivery delay has caused a loss to his business. — ________. We should offer a practical solution at once. A. Let us forget it B. I see the problem C. He should wait longer D. It is none of our business 2．— Could you refund the money if the machine cannot be repaired? — ________. Let us check it first and then decide. A. No one likes it B. That depends on the result C. Enjoy your meal D. You are late 3．— I am sorry that we put the wrong address sheet on your package. — ________. Please make sure the right goods arrive tomorrow. A. Thank you for explaining B. What a beautiful day C. I need no package D. That is a new hobby 4．— Would you mind waiting for ten minutes while we check the receipt? — ________. I need the result before I leave. A. It tastes terrible B. You are welcome C. Not at all D. No, I won't buy it 5．— We have exchanged the battery and tested the phone twice. Is that OK? — ________. I appreciate your patience. A. I do not know him B. It is too early C. The weather is fine D. Yes, thank you Ⅱ．词汇（10小题，共20分） 阅读下列句子，从A、B、C、D中选出与划线单词或短语在句中意思最接近的中文释义。 6．The company made a clear promise to improve its delivery service. A. 投诉 B. 承诺 C. 损失 D. 发票 7．The customer asked for a full refund after the product stopped working. A. 安排 B. 尺寸 C. 退款 D. 道歉 8．The blank screen showed that there was something wrong with the battery. A. 电池 B. 地址 C. 广告单 D. 耐心 9．The restaurant gave each customer a 20% discount after the slow service. A. 收据 B. 保修 C. 订单 D. 折扣 10．The assistant checked the sheet on the package before sending it out. A. 屏幕 B. 单子 C. 价格 D. 故障 11．The manager asked Jack to take charge of the second delivery. A. 取消 B. 等待 C. 负责 D. 错过 12．The company wrote again to express its sincerity after the mistake. A. 真诚 B. 温度 C. 压力 D. 差异 13．The staff member will deliver the repaired computer to your office. A. 检查 B. 收费 C. 抱怨 D. 递送 14．Please mention your order number when you call the service center. A. 降低 B. 提及 C. 交换 D. 负责 15．The meeting was delayed because the manager had to deal with a complaint. A. 提前 B. 取消 C. 推迟 D. 完成 Ⅲ．完形填空（15小题，共30分） 阅读下面短文，掌握其大意，然后从16—30各题所给的A、B、C、D四个选项中，选出最佳答案。 When our class visited a hotel, we watched how the front desk dealt with customer complaints. Mr. Gao said every complaint was a chance to improve service. A guest came with a wet suitcase. The driver had left it in the rain during airport pick-up. The guest looked angry and asked for a quick 16．________. Mr. Gao did not defend the driver at once. He invited the guest to a quiet corner and listened carefully. Then he checked the pick-up 17．________ and found that the suitcase had indeed been moved in heavy rain. He offered a 18．________ apology and asked a staff member to dry the clothes. Since the guest had an important meeting that evening, Mr. Gao 19．________ a nearby laundry to finish the work before six. He also gave the guest a clean shirt so that he could attend the meeting 20．________. However, Mr. Gao still thought about the cause. He found that the driver had no cover for luggage in bad weather. To prevent the same problem, he 21．________ waterproof bags for all hotel cars and trained drivers to check weather reports. The hotel paid for the laundry and 22．________ part of the room price. The guest was surprised by the careful 23．________. Before leaving, he wrote that the accident was unpleasant, but the service team was 24．________ and responsible. After the visit, I realized that professional ethics are shown by real actions. A good worker should face problems, protect customers' interests and keep 25．________ service details. If a mistake causes loss, the worker should explain the reason 26．________ and offer a practical plan. This visit helped us understand why customer service is an attitude, not just a 27．________. Patience, honesty and responsibility can turn a complaint into a lesson for 28．________. Since then, I have listened more carefully, recorded facts more clearly and 29．________ each promise before making it. Good service begins when we choose to 30．________ others seriously. 16． A. solution B. habit C. screen D. ticket 17． A. menu B. price C. photo D. record 18． A. quick B. empty C. local D. sincere 19． A. lost B. blamed C. called D. painted 20． A. confidently B. angrily C. cheaply D. silently 21． A. ordered B. borrowed C. forgot D. refused 22． A. mentioned B. reduced C. checked D. delivered 23． A. patience B. noise C. plan D. receipt 24． A. careless B. late C. busy D. honest 25． A. guessing B. checking C. hiding D. changing 26． A. clearly B. suddenly C. recently D. loudly 27． A. department B. weather C. product D. discount 28． A. pressure B. delivery C. improvement D. apology 29． A. break B. follow C. compare D. check 30． A. serve B. stop C. avoid D. copy Ⅳ．阅读理解（15小题，共45分） 阅读下列短文，从每题所给的A、B、C、D四个选项中选出最佳答案；C篇根据上下文将五个选项填入文中空缺处。 A A vocational school invited parents to a product show. Students sold hand-made notebooks, phone bags and small cakes. To make the show more real, the business class opened a complaint desk. The teacher reminded the students that a complaint was not an attack. It was useful information from a customer who still hoped the service could become better. During the show, a mother bought a phone bag, but the zipper broke before she left the hall. The student seller wanted to give back the money quickly, but the complaint desk leader, Han Yu, stopped him politely. Han Yu first checked the broken part and asked whether the mother preferred a refund or an exchange. The mother said she liked the color and only wanted a new one. Han Yu then asked the seller to find the same model and test the zipper twice. After the exchange, Han Yu wrote the problem on a record sheet. She also suggested that the class should check every zipper before the next sale. The mother smiled and said she felt respected. The seller learned that fast action was important, but understanding the customer's real request was even more important. A good solution should match the problem, not simply finish the conversation. 31．Why did the business class open a complaint desk? A. To sell more cakes at a higher price. B. To ask parents to repair phones. C. To make the product show more real. D. To choose the best singer. 32．What problem did the mother meet? A. The hall was closed. B. The zipper of the phone bag broke. C. The cakes were too salty. D. The notebook had no cover. 33．What did the mother really want? A. A different color. B. A cheaper cake. C. A new notebook. D. A new phone bag of the same model. 34．What did Han Yu suggest before the next sale? A. Making fewer products. B. Checking every zipper. C. Closing the complaint desk. D. Changing the show place. 35．What is the main lesson of the story? A. A refund is always the best answer. B. Parents should not buy student products. C. A good solution should match the customer's real request. D. Product shows are only for business majors. B In global business, customer service may look different from country to country, but the heart of good service is similar. A company should respect customers, keep promises and explain problems honestly. However, service workers also need to understand local business cultures. Without this understanding, even a helpful action may be misunderstood. For example, a Chinese company prepared a meeting with a Turkish partner about delayed machine parts. The Chinese team wanted to decide the compensation plan in one morning. The Turkish partner, however, preferred several talks before the final decision. They did not like pressure or a strict deadline. At first, the Chinese team felt the process was slow. Later, they learned to show patience and discuss the details step by step. The partner then became more willing to accept a second delivery and a small discount. In another case, a service email to a French customer failed because it sounded too personal. The worker wrote many friendly sentences about family and holidays before discussing the wrong goods. The customer replied briefly and asked for a direct solution. The worker changed the email, explained the cause, offered an exchange and avoided personal questions. This time, the customer accepted the plan quickly. These cases show that professional service is not only about saying sorry. It also means choosing the right way to communicate in different cultures. 36．What is similar in good customer service across countries? A. Using the same language. B. Having long holidays. C. Respecting customers and keeping promises. D. Avoiding all meetings. 37．What did the Turkish partner prefer before the final decision? A. A personal email. B. Several talks. C. A new office. D. A family dinner. 38．Why did the first email to the French customer fail? A. It sounded too personal. B. It had no greeting. C. It offered an exchange too quickly. D. It was written on paper. 39．What does the underlined word “compensation” in Paragraph 2 probably mean? A. 训练 B. 竞争 C. 补偿 D. 招聘 40．What is the best title for the passage? A. How to Learn French Fast B. Why Deadlines Are Always Bad C. The History of Machine Parts D. Customer Service in Different Cultures C A useful complaint report helps a company find repeated problems. It should not be a list of angry words only. ____41____ When the report is clear, managers can see what should be changed first. Start with basic facts. Write down the product name, order number, date and place. ____42____ If ten customers complain about the same delivery route, the company may need to check that route instead of blaming one worker. Next, group the complaints by problem type. Some complaints are about damaged goods. Some are about price difference, delayed delivery or poor service attitude. ____43____ This makes the report easier to read and compare. After grouping, analyze the causes. A damaged product may be caused by weak packing, careless moving or bad weather. ____44____ A report should show which cause is most likely, because different causes need different solutions. The last part should give practical suggestions. Do not simply write “be careful next time”. Suggest who should do what and when. ____45____ In this way, a complaint report becomes a tool for improving service quality. 选项： A. Each type should be put under a clear heading. B. For example, the delivery team can check packing boxes every Friday. C. These facts help readers find patterns. D. The writer should also avoid guessing without evidence. E. It should turn customer experiences into useful information. Ⅴ．语法填空（10小题，共20分） 阅读下面短文，在空白处填入1个适当的单词或括号内单词的正确形式。 A complaint email should be answered with both skill and respect. Last week, I helped reply to a customer ____ 46 ____ leaflets were delivered to the wrong address. The customer said the delay would cause a serious ____ 47 ____ (lose) to his weekend sale. Our team apologized first instead of ____ 48 ____ (argue). Then we checked the delivery record and found that the address sheet ____ 49 ____ (put) on the wrong package by mistake. Because the problem was our fault, we decided ____ 50 ____ (send) the right leaflets that night. We also arranged for a worker ____ 51 ____ (get) the wrong package back. Although the customer did not ask for money, the manager reduced the price ____ 52 ____ 15%. This solution was ____ 53 ____ (practical) than a long explanation. The customer wrote back ____ 54 ____ he accepted it. From this experience, I learned that a sincere apology and quick action are ____ 55 ____ (importance) in customer service. Ⅵ．完成句子（5小题，共15分） 根据所给中文提示补全英文句子。 56．这个问题是由我们的粗心造成的。 The problem _____________________ our carelessness. 57．即使天气很糟糕，我们也会准时递送货物。 We will deliver the goods on time _____________________ the weather is terrible. 58．经理承诺为顾客制订更好的解决方案。 The manager promised to _____________________ for the customer. 59．如果电池不能正常充电，我们将为您调换一个新的。 If the battery cannot be charged properly, we will _____________________ for you. 60．他负责把货物送到正确的地址。 He _____________________ sending the goods to the right address. Ⅶ．应用写作（1小题，共10分） 61．假如你是酒店前台服务人员李华，一位客人投诉接机时行李被雨淋湿。请你写一封约40词的英文邮件回复，内容包括：表达歉意；提出补救措施；说明改进承诺。 ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 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 $