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）

**基本信息** 紧扣《英语 基础模块3》Unit 4 Customer Service核心考点，设AB卷分层训练，A卷侧重基础巩固，适配单元复习，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| |----|-----------|----------|----------| |补全对话|5/10|投诉、道歉等服务场景对话|情境真实，强化语言交际能力| |词汇|10/20|receipt、guarantee等核心词|结合服务场景考查词义理解| |完形填空|15/30|服务问题处理流程|语篇围绕真实案例，提升思维品质| |阅读理解|15/45|校园服务、企业投诉处理|案例分析引导问题解决，体现文化意识| |语法填空|10/20|时态、从句等语法应用|在服务情境中强化语法实践| |完成句子|5/15|投诉、核对等功能句型|聚焦实用表达，提升语言能力| |应用写作|1/10|售后邮件回复|模拟真实服务场景，培养学习能力|

编写说明：本套试卷紧扣《英语 基础模块3》（高教版第三版）教材，以教材单元为基准精准覆盖核心考点。 每个单元设置AB卷，A卷为基础巩固卷，侧重基础考点训练，帮助学生扎实掌握知识要点；B卷为能力提升卷，注重知识整合与全面检测，引导学生构建知识网络。全书设计4份综合测试卷，模拟实战情境，聚焦解题能力突破，全面提升应试能力与知识应用水平。 《英语 基础模块3》（高教版第三版）《单元过关卷》 Unit 4 Customer Service A卷·基础巩固 考试时间：120分钟 满分：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．— Excuse me, I would like to make a complaint about this meal. — ________. What seems to be the problem? A. You are welcome B. That is impossible C. I am sorry to hear that D. See you tomorrow 2．— The screen of my new phone is blank again. — ________. Please show me your receipt first. A. I am sorry for the inconvenience B. Have a nice trip C. No, you cannot D. It tastes good 3．— Would you please get my sports watch checked today? — ________. It will take about twenty minutes. A. Never mind B. I disagree C. That is too salty D. No problem 4．— I ordered a blue uniform, but you sent me a white one. — ________. We will exchange it for you right away. A. I hope so B. Sorry for our mistake C. You did well D. Good luck 5．— Thank you for arranging a second delivery so quickly. — ________. We should solve the problem for you. A. It is a secret B. I am afraid not C. It is my pleasure D. That sounds noisy 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．Please keep the receipt so that we can check the date of your order. A. 广告单 B. 电池 C. 价格 D. 收据 7．The service center apologized for the inconvenience caused by the delay. A. 不便；麻烦 B. 荣誉 C. 会议 D. 答案 8．This washing machine is still under guarantee, so the repair is free. A. 讨论 B. 保修期 C. 航班 D. 训练 9．The shop agreed to exchange the wrong-size shoes for a new pair. A. 推迟 B. 提及 C. 调换 D. 递送 10．You need to charge the battery before using the new tablet. A. 投诉 B. 降低 C. 安排 D. 充电 11．The delivery of the leaflets was delayed because of heavy rain. A. 递送 B. 道歉 C. 折扣 D. 耐心 12．The manager wrote a sincere letter to the unhappy customer. A. 空白的 B. 真诚的 C. 昂贵的 D. 危险的 13．The team found a quick solution to the problem of late packages. A. 投诉 B. 收据 C. 解决办法 D. 员工 14．The store decided to reduce the price to make up for the loss. A. 核对 B. 承诺 C. 负责 D. 降低 15．Ms. Chen is in charge of customer service in the hotel. A. 负责 B. 等待 C. 忘记 D. 离开 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。 During a skills exhibition, a service desk was set up to offer help to visitors. A young trainee studying business service took charge of visitor inquiries. At first, she thought the work would be simple. Soon, a visitor stepped forward with a 16．________ about a power bank bought from an exhibition stall. The trainee listened 17．________ and invited him to sit down. She asked for the 18．________ and checked whether the product remained under 19．________. The visitor explained that the power bank failed to 20．________ his phone merely two days after purchase. He felt upset, as the breakdown brought great 21．________ during his trip. The trainee avoided arguing. She noted down all relevant details and asked an instructor to 22．________ the product. After a quick examination, staff found the charging cable was damaged. The trainee put forward a fair 23________: the stall would provide a new cable and test the power bank once again. Yet the visitor had a train to catch, so the further test would have to be 24．________. The trainee offered a 25．________ apology and suggested sending the inspected power bank to his address the next morning. She also promised to 26．________ the product if similar trouble arose again. Her thoughtful words calmed the visitor. The instructor remarked that the trainee stayed 27．________ through the whole process. Before the service desk closed, the trainee contacted delivery staff to 28．________ the package would arrive on time. The stall also agreed to 29．________ the price on his next purchase. The trainee came to understand that quality service is far more than a smile. It means honoring commitments to settle troubles and gain 30．________ through practical actions. 16． A. promise B. complaint C. leaflet D. battery 17． A. patiently B. carelessly C. suddenly D. angrily 18． A. screen B. menu C. ticket D. receipt 19． A. pressure B. weather C. guarantee D. business 20． A. deliver B. charge C. mention D. reduce 21． A. inconvenience B. discount C. sincerity D. culture 22． A. hide B. sell C. paint D. check 23． A. address B. deadline C. solution D. meeting 24． A. delayed B. reserved C. salty D. blank 25． A. sincere B. rapid C. wrong D. local 26． A. collect B. refuse C. compare D. exchange 27． A. late B. free C. responsible D. silent 28． A. give up B. make sure C. look after D. take away 29． A. reduce B. increase C. forget D. borrow 30． A. noise B. space C. fear D. trust 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 Every Monday afternoon, students at Green Lake Vocational School open a small customer service corner. The corner helps classmates deal with problems from the school shop, the canteen and online study tools. Student volunteers do not make decisions by themselves at once. They first listen, write down the key facts and ask the person to show a receipt or a message record. Chen Wei joined the corner this term. One day, a girl came with a new uniform in the wrong size. She was worried because the class photo would be taken the next morning. Chen Wei checked the order number and called the shop assistant politely. He also explained to the girl that the shop needed the old uniform back before sending a new one. The girl calmed down because he made each step clear. Before five o'clock, the shop delivered the right uniform to school. Chen Wei asked the girl to check the size and sign her name. Later, his teacher said good customer service begins with respect. It does not mean saying yes to every request. It means finding facts, giving clear information and helping people solve real problems. 31．What does the customer service corner help students deal with? A. Sports training plans. B. Problems from school services. C. English speech topics. D. Weekend travel routes. 32．What did Chen Wei check first when the girl came? A. The class photo. B. The weather report. C. The teacher's notebook. D. The order number. 33．Why was the girl worried? A. The class photo would be taken the next morning. B. She lost all her textbooks. C. The shop was far from school. D. She could not find her phone. 34．What did Chen Wei ask the girl to do after the right uniform arrived? A. Call her parents. B. Write a long report. C. Check the size and sign her name. D. Buy another uniform. 35．What is the passage mainly about? A. How to take a good photo. B. How student volunteers solve a service problem. C. Why uniforms are expensive. D. Why shops should close early. B A small printing company once delivered leaflets to the wrong address. The customer, Mr. Huang, needed the leaflets for a weekend sale. When he opened the boxes on Friday afternoon, he found another company's name on every sheet. He wrote an email at once and said the mistake might cause loss to his business. The manager, Ms. Lin, did not blame the delivery worker in her reply. She first expressed a sincere apology and promised to find out the cause. After checking the records, she found that two companies in the same district had ordered similar leaflets. A new staff member put the wrong address sheet on one package. Ms. Lin explained the cause clearly, but she did not use it as an excuse. To solve the problem, the company arranged a second delivery that night. It also asked the delivery worker to get the wrong package back the next morning. Because the delay had caused trouble, Ms. Lin reduced the price by 15% and offered a discount on the next order. Mr. Huang accepted the solution. He wrote back that mistakes could happen, but a responsible attitude made a long partnership possible. 36．What was wrong with the leaflets Mr. Huang received? A. They had another company's name on them. B. They were too small to read. C. They were sent in July. D. They were written in French. 37．What did Ms. Lin do first in her reply? A. She closed the company. B. She blamed the customer. C. She changed the sale date. D. She expressed a sincere apology. 38．What caused the delivery mistake? A. The weather was terrible. B. A wrong address sheet was put on a package. C. Mr. Huang gave no phone number. D. The leaflets were too heavy. 39．How much did the company reduce the price by? A. 5%. B. 10%. C. 15%. D. 50%. 40．What can we learn from Mr. Huang's reply? A. Responsible service helps keep business relationships. B. Customers should never write emails. C. Printing companies do not need delivery workers. D. A discount is more important than honesty. C Writing a reply to a customer complaint is not only a language task. It is also a test of attitude. A careless reply may make the customer angrier. ____41____ If the writer follows clear steps, the reply can become a chance to rebuild trust. The first step is to show that you understand the problem. You should mention the product, time or service in the complaint. ____42____ This helps the customer know that you have read the message carefully, not just sent a common answer. The second step is to apologize and explain the cause. The explanation should be short and honest. ____43____ A company may explain that a package was delayed by heavy rain, but it should still take responsibility for checking delivery. The third step is to offer a solution. The solution may be a refund, an exchange, a second delivery or a discount. ____44____ A clear time, such as tomorrow morning or within two working days, is better than a vague promise. Finally, end the email politely. Thank the customer for patience and promise to improve service. ____45____ When customers feel respected, they are more likely to accept the result and continue to support the company. 选项： A. For example, repeat the order number or the wrong size. B. It should also tell the customer when the solution will be finished. C. A good reply, however, can cool down the situation. D. Such words show respect and sincerity. E. It must not sound like an excuse for doing nothing. 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 customer wrote to a store about a sports watch ____ 46 ____ had a blank screen. The customer was unhappy ____ 47 ____ he bought it only three weeks ago. After reading the email, the service team decided ____ 48 ____ (arrange) a check at once. The check ____ 49 ____ (delay) for half an hour because many products arrived that morning, but the staff worked ____ 50 ____ (careful). Finally, they found ____ 51 ____ small problem with the battery. Before ____ 52 ____ (send) the watch back, they tested it twice. They also promised to exchange it ____ 53 ____ the same problem happened again. To show their apology, the store ____ 54 ____ (reduce) the price of the customer's next order. The customer accepted the result because he felt the team's ____ 55 ____ (sincere). 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．我想投诉这台运动手表。 I would like to _____________________ this sports watch. 57．请让我看一下您的收据，以便我核对保修期。 Please show me your receipt _____________________ whether it is still under guarantee. 58．由于我们的粗心，给您造成不便，我们深表歉意。 We are sorry for the inconvenience _____________________ our carelessness. 59．我们将尽快安排第二次递送。 We will _____________________ as quickly as possible. 60．请确保包裹准时送达。 Please _____________________ the package is delivered on time. Ⅶ．应用写作（1小题，共10分） 61．假如你是售后服务人员李华，一位顾客投诉网购的苹果因配送延误而部分损坏。请你写一封约40词的英文邮件回复，内容包括：表达歉意；说明解决办法；作出服务承诺。 ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 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 $ 编写说明：本套试卷紧扣《英语 基础模块3》（高教版第三版）教材，以教材单元为基准精准覆盖核心考点。 每个单元设置AB卷，A卷为基础巩固卷，侧重基础考点训练，帮助学生扎实掌握知识要点；B卷为能力提升卷，注重知识整合与全面检测，引导学生构建知识网络。全书设计4份综合测试卷，模拟实战情境，聚焦解题能力突破，全面提升应试能力与知识应用水平。 《英语 基础模块3》（高教版第三版）《单元过关卷》 Unit 4 Customer Service A卷·基础巩固 考试时间：120分钟 满分：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．— Excuse me, I would like to make a complaint about this meal. — ________. What seems to be the problem? A. You are welcome B. That is impossible C. I am sorry to hear that D. See you tomorrow 【答案】C 【详解】考查投诉回应。上句表示想投诉，服务人员应先礼貌回应并询问问题。C项表示“听到这件事我很抱歉”，符合客户服务语境；A、B、D项均不能承接投诉。 2．— The screen of my new phone is blank again. — ________. Please show me your receipt first. A. I am sorry for the inconvenience B. Have a nice trip C. No, you cannot D. It tastes good 【答案】A 【详解】考查道歉与处理问题。顾客说明新手机屏幕又黑屏，后句要求出示收据，说明服务人员正在处理售后问题。A项表达歉意，最符合语境。 3．— Would you please get my sports watch checked today? — ________. It will take about twenty minutes. A. Never mind B. I disagree C. That is too salty D. No problem 【答案】D 【详解】考查回应请求。问句是礼貌请求，希望当天检查运动手表；后句说明所需时间，表示可以办理。D项“No problem”符合语境。 4．— I ordered a blue uniform, but you sent me a white one. — ________. We will exchange it for you right away. A. I hope so B. Sorry for our mistake C. You did well D. Good luck 【答案】B 【详解】考查售后道歉。顾客收到错误颜色的制服，后句表示立即调换，因此空处应为承认错误并道歉。B项符合客户服务场景。 5．— Thank you for arranging a second delivery so quickly. — ________. We should solve the problem for you. A. It is a secret B. I am afraid not C. It is my pleasure D. That sounds noisy 【答案】C 【详解】考查回应感谢。上句感谢对方快速安排二次配送，答语应表示“不客气；乐意效劳”。C项符合礼貌原则和服务场景。 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．Please keep the receipt so that we can check the date of your order. A. 广告单 B. 电池 C. 价格 D. 收据 【答案】D 【详解】receipt为名词，意为“收据”。句中keep the receipt和check the date of your order说明保留的是购物凭证，故选D。 7．The service center apologized for the inconvenience caused by the delay. A. 不便；麻烦 B. 荣誉 C. 会议 D. 答案 【答案】A 【详解】inconvenience为名词，表示“不便；麻烦”。句中apologized for和caused by the delay说明延迟给顾客带来不便，故选A。 8．This washing machine is still under guarantee, so the repair is free. A. 讨论 B. 保修期 C. 航班 D. 训练 【答案】B 【详解】guarantee在售后语境中表示“保修期；保证”。后句the repair is free说明机器仍在保修期内，故选B。 9．The shop agreed to exchange the wrong-size shoes for a new pair. A. 推迟 B. 提及 C. 调换 D. 递送 【答案】C 【详解】exchange为动词，意为“调换”。wrong-size shoes和a new pair说明商店同意更换尺码错误的鞋，故选C。 10．You need to charge the battery before using the new tablet. A. 投诉 B. 降低 C. 安排 D. 充电 【答案】D 【详解】charge在电池语境中表示“充电”。句中battery和before using the new tablet说明使用前需要给电池充电，故选D。 11．The delivery of the leaflets was delayed because of heavy rain. A. 递送 B. 道歉 C. 折扣 D. 耐心 【答案】A 【详解】delivery为名词，意为“递送；运送”。句中leaflets和was delayed说明广告单的配送被延误，故选A。 12．The manager wrote a sincere letter to the unhappy customer. A. 空白的 B. 真诚的 C. 昂贵的 D. 危险的 【答案】B 【详解】sincere为形容词，表示“真诚的”。句中写信给不满意的顾客，应强调态度真诚，故选B。 13．The team found a quick solution to the problem of late packages. A. 投诉 B. 收据 C. 解决办法 D. 员工 【答案】C 【详解】solution为名词，意为“解决办法”。find a solution to the problem为常见搭配，表示找到解决问题的方法，故选C。 14．The store decided to reduce the price to make up for the loss. A. 核对 B. 承诺 C. 负责 D. 降低 【答案】D 【详解】reduce为动词，表示“减少；降低”。句中the price和make up for the loss说明商店决定降价补偿损失，故选D。 15．Ms. Chen is in charge of customer service in the hotel. A. 负责 B. 等待 C. 忘记 D. 离开 【答案】A 【详解】in charge of为短语，意为“负责……”。句中customer service表示陈女士负责酒店客户服务工作，故选A。 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。 During a skills exhibition, a service desk was set up to offer help to visitors. A young trainee studying business service took charge of visitor inquiries. At first, she thought the work would be simple. Soon, a visitor stepped forward with a 16．________ about a power bank bought from an exhibition stall. The trainee listened 17．________ and invited him to sit down. She asked for the 18．________ and checked whether the product remained under 19．________. The visitor explained that the power bank failed to 20．________ his phone merely two days after purchase. He felt upset, as the breakdown brought great 21．________ during his trip. The trainee avoided arguing. She noted down all relevant details and asked an instructor to 22．________ the product. After a quick examination, staff found the charging cable was damaged. The trainee put forward a fair 23________: the stall would provide a new cable and test the power bank once again. Yet the visitor had a train to catch, so the further test would have to be 24．________. The trainee offered a 25．________ apology and suggested sending the inspected power bank to his address the next morning. She also promised to 26．________ the product if similar trouble arose again. Her thoughtful words calmed the visitor. The instructor remarked that the trainee stayed 27．________ through the whole process. Before the service desk closed, the trainee contacted delivery staff to 28．________ the package would arrive on time. The stall also agreed to 29．________ the price on his next purchase. The trainee came to understand that quality service is far more than a smile. It means honoring commitments to settle troubles and gain 30．________ through practical actions. 16． A. promise B. complaint C. leaflet D. battery 17． A. patiently B. carelessly C. suddenly D. angrily 18． A. screen B. menu C. ticket D. receipt 19． A. pressure B. weather C. guarantee D. business 20． A. deliver B. charge C. mention D. reduce 21． A. inconvenience B. discount C. sincerity D. culture 22． A. hide B. sell C. paint D. check 23． A. address B. deadline C. solution D. meeting 24． A. delayed B. reserved C. salty D. blank 25． A. sincere B. rapid C. wrong D. local 26． A. collect B. refuse C. compare D. exchange 27． A. late B. free C. responsible D. silent 28． A. give up B. make sure C. look after D. take away 29． A. reduce B. increase C. forget D. borrow 30． A. noise B. space C. fear D. trust 【答案】16.B 17.A 18.D 19.C 20.B 21.A 22.D 23.C 24.A 25.A 26.D 27.C 28.B 29.A 30.D 【导语】本文是一篇记叙文，讲述一名商务服务方向的实习人员在展会服务台处理顾客商品投诉的经历。文章完整呈现售后沟通、故障排查与纠纷化解的全过程，阐释优质服务不只依靠礼貌态度，更重在落实承诺、以实际行动化解问题、收获他人信任，侧重考查依托上下文语境辨析词汇、梳理叙事逻辑的完形填空解题能力。 【详解】16.B complaint。下文讲述顾客反映充电宝故障、寻求售后处理，由此可知顾客前来进行投诉，promise、leaflet、battery 均不符合纠纷场景。 【详解】17.A patiently。面对情绪不佳的访客，服务从业者应当耐心倾听，carelessly、suddenly、angrily 与专业服务要求相悖。 【详解】18.D receipt。想要核实商品保修资格，需要访客出示购买收据，screen、menu、ticket 不属于购物凭证。 【详解】19.C guarantee。under guarantee 为固定搭配，表示 “在保修期内”，是售后场景常用表达。 【详解】20.B charge。充电宝的功能是为手机充电，charge 符合产品用途与故障语境。 【详解】21.A inconvenience。设备半路故障，干扰出行安排，给访客带来诸多不便，inconvenience 贴合语境。 【详解】22.D check。工作人员需要检测商品，查找故障原因，hide、sell、paint 语义不通。 【详解】23.C solution。冒后内容是商铺提出的处置方案，solution 表示解决方案。 【详解】24.A delayed。访客需要赶火车，无法留在现场完成检测，这项工作只能延后开展。 【详解】25.A sincere。sincere apology 为常用搭配，指真诚致歉，契合服务沟通场景。 【详解】26.D exchange。工作人员承诺，若故障再次出现就为顾客更换商品，exchange 表示调换货品。 【详解】27.C responsible。她全程妥善处置投诉事件，足以说明自始至终认真负责。 【详解】28.B make sure。联系配送人员，目的是确保包裹可以准时送达。 【详解】29.A reduce。作为补偿，商铺决定为访客下次购物降低价格，reduce the price 意为降价。 【详解】30.D trust。文章主旨：依靠切实行动解决问题，才能够赢得他人信任。 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 Every Monday afternoon, students at Green Lake Vocational School open a small customer service corner. The corner helps classmates deal with problems from the school shop, the canteen and online study tools. Student volunteers do not make decisions by themselves at once. They first listen, write down the key facts and ask the person to show a receipt or a message record. Chen Wei joined the corner this term. One day, a girl came with a new uniform in the wrong size. She was worried because the class photo would be taken the next morning. Chen Wei checked the order number and called the shop assistant politely. He also explained to the girl that the shop needed the old uniform back before sending a new one. The girl calmed down because he made each step clear. Before five o'clock, the shop delivered the right uniform to school. Chen Wei asked the girl to check the size and sign her name. Later, his teacher said good customer service begins with respect. It does not mean saying yes to every request. It means finding facts, giving clear information and helping people solve real problems. 31．What does the customer service corner help students deal with? A. Sports training plans. B. Problems from school services. C. English speech topics. D. Weekend travel routes. 32．What did Chen Wei check first when the girl came? A. The class photo. B. The weather report. C. The teacher's notebook. D. The order number. 33．Why was the girl worried? A. The class photo would be taken the next morning. B. She lost all her textbooks. C. The shop was far from school. D. She could not find her phone. 34．What did Chen Wei ask the girl to do after the right uniform arrived? A. Call her parents. B. Write a long report. C. Check the size and sign her name. D. Buy another uniform. 35．What is the passage mainly about? A. How to take a good photo. B. How student volunteers solve a service problem. C. Why uniforms are expensive. D. Why shops should close early. 【答案】31.B 32.D 33.A 34.C 35.B 【导语】本文讲述学校客户服务角帮助同学处理校内服务问题的经历，以陈伟处理校服尺码错误为例，说明好的客户服务需要倾听事实、说明流程并解决实际问题。 【详解】31.细节理解题。第一段说明服务角帮助同学处理来自校店、食堂和在线学习工具的问题，概括为school services，故选B。 【详解】32.细节理解题。第二段“Chen Wei checked the order number”直接说明他先核对订单号，故选D。 【详解】33.细节理解题。第二段说女孩担心是因为第二天早上要拍班级照片，故选A。 【详解】34.细节理解题。第三段“asked the girl to check the size and sign her name”说明她需要核对尺码并签名，故选C。 【详解】35.主旨大意题。文章围绕学生志愿者如何处理校服尺码错误这一服务问题展开，B项概括最准确。 B A small printing company once delivered leaflets to the wrong address. The customer, Mr. Huang, needed the leaflets for a weekend sale. When he opened the boxes on Friday afternoon, he found another company's name on every sheet. He wrote an email at once and said the mistake might cause loss to his business. The manager, Ms. Lin, did not blame the delivery worker in her reply. She first expressed a sincere apology and promised to find out the cause. After checking the records, she found that two companies in the same district had ordered similar leaflets. A new staff member put the wrong address sheet on one package. Ms. Lin explained the cause clearly, but she did not use it as an excuse. To solve the problem, the company arranged a second delivery that night. It also asked the delivery worker to get the wrong package back the next morning. Because the delay had caused trouble, Ms. Lin reduced the price by 15% and offered a discount on the next order. Mr. Huang accepted the solution. He wrote back that mistakes could happen, but a responsible attitude made a long partnership possible. 36．What was wrong with the leaflets Mr. Huang received? A. They had another company's name on them. B. They were too small to read. C. They were sent in July. D. They were written in French. 37．What did Ms. Lin do first in her reply? A. She closed the company. B. She blamed the customer. C. She changed the sale date. D. She expressed a sincere apology. 38．What caused the delivery mistake? A. The weather was terrible. B. A wrong address sheet was put on a package. C. Mr. Huang gave no phone number. D. The leaflets were too heavy. 39．How much did the company reduce the price by? A. 5%. B. 10%. C. 15%. D. 50%. 40．What can we learn from Mr. Huang's reply? A. Responsible service helps keep business relationships. B. Customers should never write emails. C. Printing companies do not need delivery workers. D. A discount is more important than honesty. 【答案】36.A 37.D 38.B 39.C 40.A 【导语】本文讲述一家印刷公司误送广告单后，经理通过道歉、查明原因、二次配送和价格补偿解决客户投诉，体现负责任的服务态度有助于维护合作关系。 【详解】36.细节理解题。第一段“he found another company's name on every sheet”说明广告单印着另一家公司的名字，故选A。 【详解】37.细节理解题。第二段“She first expressed a sincere apology”明确说明她首先真诚道歉，故选D。 【详解】38.细节理解题。第二段说新员工把错误地址单贴在一个包裹上，导致配送错误，故选B。 【详解】39.细节理解题。第三段“reduced the price by 15%”直接给出降价幅度，故选C。 【详解】40.推理判断题。末句说明错误可能发生，但负责任的态度能使长期合作成为可能，由此可知负责任服务有助于维持商业关系，故选A。 C Writing a reply to a customer complaint is not only a language task. It is also a test of attitude. A careless reply may make the customer angrier. ____41____ If the writer follows clear steps, the reply can become a chance to rebuild trust. The first step is to show that you understand the problem. You should mention the product, time or service in the complaint. ____42____ This helps the customer know that you have read the message carefully, not just sent a common answer. The second step is to apologize and explain the cause. The explanation should be short and honest. ____43____ A company may explain that a package was delayed by heavy rain, but it should still take responsibility for checking delivery. The third step is to offer a solution. The solution may be a refund, an exchange, a second delivery or a discount. ____44____ A clear time, such as tomorrow morning or within two working days, is better than a vague promise. Finally, end the email politely. Thank the customer for patience and promise to improve service. ____45____ When customers feel respected, they are more likely to accept the result and continue to support the company. 选项： A. For example, repeat the order number or the wrong size. B. It should also tell the customer when the solution will be finished. C. A good reply, however, can cool down the situation. D. Such words show respect and sincerity. E. It must not sound like an excuse for doing nothing. 【答案】41.C 42.A 43.E 44.B 45.D 【导语】本文介绍回复客户投诉邮件的基本步骤：理解问题、真诚道歉、简要说明原因、提出明确解决办法，并以礼貌承诺收尾。 【详解】41.空前说草率回复会让顾客更生气，空后说清晰步骤能重建信任。C项用however转折，指出好的回复能缓和局面，承上启下。 【详解】42.空前说要提到投诉中的产品、时间或服务，A项举例说明可重复订单号或错误尺码，符合例证关系。 【详解】43.空前说解释应简短诚实，空后举例说明即使有天气原因也应承担检查责任。E项强调解释不能像借口，逻辑连贯。 【详解】44.空前列举退款、调换、二次配送或折扣等解决方案，空后强调给出明确时间。B项说明方案还应告诉顾客完成时间，承接自然。 【详解】45.空前说感谢顾客耐心并承诺改进服务，D项指出这些话体现尊重和真诚，符合总结作用。 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 customer wrote to a store about a sports watch ____ 46 ____ had a blank screen. The customer was unhappy ____ 47 ____ he bought it only three weeks ago. After reading the email, the service team decided ____ 48 ____ (arrange) a check at once. The check ____ 49 ____ (delay) for half an hour because many products arrived that morning, but the staff worked ____ 50 ____ (careful). Finally, they found ____ 51 ____ small problem with the battery. Before ____ 52 ____ (send) the watch back, they tested it twice. They also promised to exchange it ____ 53 ____ the same problem happened again. To show their apology, the store ____ 54 ____ (reduce) the price of the customer's next order. The customer accepted the result because he felt the team's ____ 55 ____ (sincere). 【答案】46.that/which 47.because 48.to arrange 49.was delayed 50.carefully 51.a 52.sending 53.if 54.reduced 55.sincerity 【详解】46.空处引导定语从句修饰a sports watch，且在从句中作主语，指物，因此填that或which。 【详解】47.前后为因果关系，顾客不高兴的原因是手表刚买三周，所以填because。 【详解】48.decide to do sth.为固定结构，表示“决定做某事”，故填to arrange。 【详解】49.主语The check与delay之间为被动关系，语境为过去发生的事，主语为单数，因此填was delayed。 【详解】50.空处修饰动词worked，应用副词carefully，表示“仔细地”。 【详解】51.problem为单数可数名词，此处泛指“一个小问题”，small以辅音音素开头，故填a。 【详解】52.Before为介词，后接动名词形式，故填sending。 【详解】53.句意为“如果同样的问题再次出现，他们也承诺调换”，空处引导条件状语从句，故填if。 【详解】54.根据上下文可知动作发生在过去，reduce应用过去式reduced。 【详解】55.空前team's为名词所有格，后面应用名词sincerity，表示“真诚”。 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．我想投诉这台运动手表。 I would like to _____________________ this sports watch. 【答案】make a complaint about 【详解】make a complaint about表示“对……提出投诉”。句中宾语为this sports watch，因此答案为make a complaint about。 57．请让我看一下您的收据，以便我核对保修期。 Please show me your receipt _____________________ whether it is still under guarantee. 【答案】so that I can check 【详解】so that引导目的状语从句，表示“以便”；check表示“核对”。句子说明看收据的目的是核对保修期，故填so that I can check。 58．由于我们的粗心，给您造成不便，我们深表歉意。 We are sorry for the inconvenience _____________________ our carelessness. 【答案】due to 【详解】due to表示“由于；因为”。句中说明不便产生的原因是our carelessness，因此填due to。 59．我们将尽快安排第二次递送。 We will _____________________ as quickly as possible. 【答案】arrange a second delivery 【详解】arrange表示“安排”，a second delivery表示“第二次递送”。句中承诺尽快处理配送问题，故填arrange a second delivery。 60．请确保包裹准时送达。 Please _____________________ the package is delivered on time. 【答案】make sure 【详解】make sure表示“确保；确定”。后接从句the package is delivered on time，表达确保包裹准时送达。 Ⅶ．应用写作（1小题，共10分） 61．假如你是售后服务人员李华，一位顾客投诉网购的苹果因配送延误而部分损坏。请你写一封约40词的英文邮件回复，内容包括：表达歉意；说明解决办法；作出服务承诺。 ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 【参考范文】 Dear Madam, We are sorry for the inconvenience caused by the delayed delivery. We will send you a new box of apples tomorrow and reduce the price of your next order by 10%. We promise to check delivery more carefully in the future. Yours sincerely, Li Hua 【详解】写作任务要求以售后服务人员身份回复投诉。范文先说明delayed delivery造成不便并道歉，再提出补发和降价补偿，最后用promise作出后续服务承诺，内容完整、语气礼貌。 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 $