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** 本试卷为《英语 基础模块3》Unit 4 Customer Service B卷能力提升卷，紧扣教材核心考点，通过真实客服情境设计，实现基础巩固与能力提升的梯度训练，适配单元复习需求。 **题型特征** |题型|题量/分值|知识覆盖|命题特色| |----|-----------|----------|----------| |情景交际|10题/20分|客服对话补全|聚焦投诉处理、售后沟通等真实场景，考查语言理解与表达能力| |选词填空|10题/15分|物流投诉案例词汇|通过短文语境整合delivery、apology等单元核心词汇，提升知识应用能力| |阅读理解|20题/40分|售后邮件写作、投诉解决、服务伦理|多文本考查信息获取与问题分析，培养思维品质与跨文化沟通意识| |完形填空|10题/10分|投诉处理流程语法|结合request、deliver等词汇及语法，强化语篇理解与学习能力| |书面表达|1题/15分|售后邮件回复|综合运用道歉、解决方案等单元知识，提升语言输出与问题解决能力|

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 B卷·能力提升 考试时间：120分钟 满分：100分 班级_____姓名_____学号_____成绩_____ 第一部分 情景交际（共10小题，每小题2分，共20分。） 阅读下列简短对话，从A、B、C、D四个选项中选出最佳选项，将对话补全。 1. — The customer says the hotel room has no hot water again. — ________. Please record the room number first. A. We should deal with it immediately B. I enjoy the music C. It is a green apple D. You can play basketball 【答案】A 【详解】顾客投诉没有热水，后句要求记录房号，说明应立即处理问题，A项符合。 2. — I am calling to complain about the wrong leaflets delivered to our company. — ________? A. What color is your bike B. How often do you swim C. Can you sing the song D. Could you tell me your order number 【答案】D 【详解】处理配送投诉时需要核对订单号，D项符合询问信息的服务场景。 3. — Even though the package was delayed, your quick reply helped a lot. — ________. A. No, you must stop B. It is too salty C. Thank you for your understanding D. Turn left at the corner 【答案】C 【详解】顾客认可快速回复，服务方应感谢理解，C项礼貌得体。 4. — Shall we reduce the price a little to make up for the loss? — ________. The delay did trouble the customer. A. I dislike the weather B. That is a good idea C. Close the window D. I need a map 【答案】B 【详解】前句提出补偿建议，后句解释延误造成麻烦，That is a good idea表示赞同建议。 5. — The customer's phone is still under guarantee. — ________. We can exchange the battery for free. A. In that case, it will be easier to solve B. I lost the receipt C. The food is cold D. It is not our topic 【答案】A 【详解】前句说明手机仍在保修期内，后句给出免费换电池方案，A项承接自然。 6. — Thanks for explaining the cause of the delayed delivery clearly. — ________. We should be honest with customers. A. It is too late B. No parking C. My pleasure D. I do not know the price 【答案】C 【详解】上句表达感谢，My pleasure回应感谢；后句强调诚实服务，语境一致。 7. — May I speak to the person in charge of after-sales service? — ________. I will put you through. A. You are late B. It is broken C. I forgot it D. Certainly 【答案】D 【详解】顾客请求转接售后负责人，Certainly表示同意并承接I will put you through。 8. — The customer became angry after waiting for an hour. — ________. We need to show patience and apologize first. A. Let's ignore it B. It is a holiday C. I understand D. They are blue 【答案】C 【详解】后句提出耐心道歉，说明说话人理解顾客情绪，I understand符合情感表达。 9. — Could we promise a 5% discount on the next order? — ________. It may show our sincerity. A. Yes, that may work B. I am reading a novel C. The train is full D. Never mind your homework 【答案】A 【详解】前句询问是否承诺下次折扣，后句说明能体现诚意，A项表示认可方案。 10. — What should we do before replying to a complaint email? — ________. A. We should delete the email B. We should check the facts carefully C. We should send no answer D. We should close the shop 【答案】B 【详解】问题询问回复投诉邮件前应做什么，核实事实是合理步骤，B项正确。 第二部分 选词填空（共10小题，每小题1.5分，共15分。） 阅读下列短文，从各题所给的A、B、C、D四个选项中选出最佳选项，填入相应的空格处。 A Logistics Company Learns from Complaints A logistics company in Guilin once received an increasing number of complaints. Some customers said their goods were damaged during ____11____. Others mentioned that the address ____12____ on the package was unclear, so the goods were sent to the wrong place. The manager did not ignore these messages. He asked the team to check every complaint ____13____ and find the real cause. They found that one worker was in ____14____ of too many orders, and the old system could not arrange routes properly. The company decided to ____15____ the work process and give workers more training. For customers who had suffered loss, the company offered a sincere ____16____, a second delivery and a small ____17____. It also promised to send messages at each key step so that customers could ____18____ the package easily. After two months, complaints were reduced. The company learned that careful service could ____19____ problems into useful lessons and make customers feel ____20____ again. 11. A. meeting B. delivery C. reading D. cooking 12. A. ticket B. battery C. screen D. sheet 13. A. carefully B. angrily C. never D. cheaply 14. A. need B. front C. charge D. silence 15. A. break B. hide C. mention D. improve 16. A. apology B. museum C. holiday D. sport 17. A. secret B. river C. discount D. lesson 18. A. draw B. track C. forget D. repair 19. A. push B. cover C. lose D. turn 20. A. delayed B. blank C. respected D. salty 【答案】11. B 12. D 13. A 14. C 15. D 16. A 17. C 18. B 19. D 20. C 【导语】本文是一篇说明文，介绍桂林一家物流公司从客户投诉中发现配送和管理问题，并通过改进流程提升服务质量。 【详解】 11. 考查名词。货物在配送过程中受损，during delivery符合语境。 12. 考查名词。包裹上的地址单不清楚导致送错，address sheet表示地址单。 13. 考查副词。团队需要仔细核查每一条投诉，carefully修饰check。 14. 考查固定短语。in charge of表示负责，说明一名员工负责太多订单。 15. 考查动词。公司决定改进工作流程，improve符合后文培训和减少投诉的结果。 16. 考查名词。给遭受损失的客户提供真诚道歉，apology符合处理投诉语境。 17. 考查名词。小额折扣可作为补偿，discount符合客户服务场景。 18. 考查动词。每个关键步骤发消息，方便客户追踪包裹，track符合语义。 19. 考查动词。turn...into...表示把问题转化为经验教训。 20. 考查形容词。良好服务让客户重新感到被尊重，respected符合文章主旨。 第三部分 阅读理解（共两节，共20小题，每小题2分，共40分。） 第一节（共15小题，每小题2分，共30分。） 阅读下列短文，从各题所给的A、B、C、D四个选项中选出最佳选项。 Text 1 After-sales Email Writing Workshop Date: June 6 Time: 2:30 p.m.--5:00 p.m. Place: Meeting Room 3, City Service Center Participants: 30 students from business and logistics majors Content: read complaint emails, identify problems and causes, choose proper solutions, and write polite replies. Students will practise using expressions such as sincere apology, under guarantee, due to and as for. Requirements: bring one printed complaint case and a dictionary. Each group should also prepare two questions about polite expressions. Send your name and major to serviceclass@gxmail.com before June 1. Late applications will not be accepted. 【导语】本文是一则售后邮件写作工作坊通知，呈现时间、地点、对象、内容和报名要求，考查细节定位和简单数字计算。 21. What is the workshop mainly about? A. Drawing city maps. B. Repairing buses. C. Cooking local dishes. D. Writing after-sales emails. 【答案】D 【详解】细节理解题。标题After-sales Email Writing Workshop以及Content部分均说明主题是售后邮件写作。 22. How long will the workshop last? A. Two and a half hours. B. Three days. C. One hour. D. A whole morning. 【答案】A 【详解】数字计算题。时间为2:30 p.m.到5:00 p.m.，共两个半小时。 23. Who can join the workshop? A. Thirty students from business and logistics majors. B. Only hotel managers. C. All parents in the city. D. Foreign tourists only. 【答案】A 【详解】细节理解题。Participants一栏写明对象为30 students from business and logistics majors。 24. What should students bring? A. A sports watch. B. A printed complaint case and a dictionary. C. A box of apples. D. A train ticket. 【答案】B 【详解】细节理解题。Requirements部分要求bring one printed complaint case and a dictionary。 25. Which application will NOT be accepted? A. An application with a major. B. An application sent by email. C. An application before June 1. D. An application sent after June 1. 【答案】D 【详解】细节理解题。通知说明before June 1报名，Late applications will not be accepted，因此6月1日后提交不会被接受。 Text 2 A service team handled a complaint from a small bookstore. The bookstore had ordered 2,000 leaflets for a reading festival, but the package delivered to them belonged to another company. The festival was only three days away, and the leaflets included the activity schedule, guest names and discount information. Without them, many readers might not know where to join the events. Therefore, the manager of the bookstore was worried about the delay. After reading the email, the printing company checked the order record and delivery list. The problem was caused by a wrong address sheet. The staff member who packed the leaflets had put two similar orders together and did not check the company names carefully. The service team also found that the old checking form had only the address, not the customer's phone number or event date. The printing company replied before noon. It expressed a sincere apology and arranged a second delivery by express service. It also reduced the price by 15% because the delay might cause loss to the bookstore's activity. To prevent similar mistakes, the company added a two-person checking rule before each package was sent out. The bookstore manager accepted the solution. Later, both sides agreed that clear checking rules were more useful than a long argument. 【导语】本文是一篇记叙文，讲述印刷公司处理广告单配送错误投诉的过程，考查细节理解、词义猜测和简单推断。 26. Why was the bookstore manager worried? A. The festival was cancelled. B. The package was wrong and the festival was near. C. The bookstore had no readers. D. The price was too low. 【答案】B 【详解】细节理解题。第一段说明书店收到别家包裹，而阅读节只剩三天，因此经理担心延误。 27. What caused the problem? A. Bad weather. B. A broken printer. C. A customer's wrong phone number. D. A wrong address sheet. 【答案】D 【详解】细节理解题。第二段明确说明The problem was caused by a wrong address sheet。 28. What did the printing company do before noon? A. It replied to the complaint. B. It closed the store. C. It sold the bookstore. D. It changed the festival date. 【答案】A 【详解】细节理解题。第三段开头说明公司在中午前回复，并随后道歉和安排配送。 29. What does the underlined word “solution” mean? A. 投诉 B. 保修 C. 解决办法 D. 广告单 【答案】C 【详解】词义猜测题。前文的重新配送和降价补偿是解决问题的办法，因此solution意为解决办法。 30. What can we learn from the story? A. A long argument is always useful. B. Careful checking helps avoid service mistakes. C. Bookstores should not hold festivals. D. Leaflets cannot be delivered by express service. 【答案】B 【详解】推理判断题。结尾指出clear checking rules比争论更有用，说明仔细核对能避免服务错误。 Text 3 Professional ethics can be seen clearly when a company deals with complaints. Some workers think a complaint is only bad news, so they try to finish it as quickly as possible. However, responsible service requires more than speed. It requires truth, respect and a real wish to solve the customer's problem. A company may have modern machines and beautiful service desks, but customers remember most whether the workers treat them fairly when something goes wrong. When a complaint arrives, the first rule is to separate facts from feelings. A customer may sound angry because the loss has already affected daily work or business plans. A worker should not answer with another angry sentence. Instead, the worker should record what happened, check the receipt, order number and delivery record, and then explain what the company can do within a clear time limit. This process protects both sides: the customer receives a serious answer, and the company avoids making promises without facts. The second rule is to give a solution that matches the problem. If a battery cannot be charged and the product is under guarantee, an exchange may be fair. If goods are delayed and cause loss, a discount or second delivery may be needed. A polite apology is important, but it is not enough without action. After the case is closed, managers should review why the problem happened and whether the rule needs to be changed. Companies that learn from complaints can improve their service process, train workers better and keep long-term trust with customers. 【导语】本文是一篇说明文，介绍企业处理投诉时体现职业道德的原则和具体做法，考查细节理解、推理判断和写作目的。 31. What does responsible service require according to Paragraph 1? A. Only speed. B. More advertisements. C. Truth, respect and a wish to solve problems. D. A louder voice. 【答案】C 【详解】细节理解题。第一段最后说明responsible service requires truth, respect and a real wish to solve the customer's problem。 32. Why may a customer sound angry? A. Because the loss has affected work or plans. B. Because the worker speaks English. C. Because the receipt is beautiful. D. Because the company has no door. 【答案】A 【详解】细节理解题。第二段说明顾客生气可能是因为损失已经影响日常工作或商业计划。 33. What should a worker do after recording what happened? A. Leave the customer alone. B. Delete the order number. C. Promise nothing forever. D. Check the receipt, order number and delivery record. 【答案】D 【详解】细节理解题。第二段列出步骤：记录情况后，核对收据、订单号和配送记录。 34. Which solution may be fair if a guaranteed product's battery cannot be charged? A. A cooking lesson. B. An exchange. C. A music card. D. A longer argument. 【答案】B 【详解】细节理解题。第三段说明产品在保修期且电池无法充电时，调换可能公平。 35. What is the writer's purpose? A. To ask customers to stop complaining. B. To show how companies can deal with complaints professionally. C. To introduce the history of batteries. D. To explain why receipts are expensive. 【答案】B 【详解】写作目的题。全文围绕职业道德下如何专业处理投诉展开，B项概括写作目的。 第二节（共5小题，每小题2分，共10分。） 阅读下面短文，从短文后的A、B、C、D、E五个选项中选出可以填入空白处的最佳选项。 Learning from a Difficult Complaint A home appliance store received a difficult complaint. A customer bought a fan online, but it stopped working after three days. The weather was very hot, and the customer needed the fan for an elderly family member. ____36____ The service worker checked the order first. The fan was still under guarantee. ____37____ The worker asked the customer to send a short video of the problem, because the repair team needed to know whether the motor or the switch was broken. This request was simple and did not waste the customer's time. After checking the video, the store decided to exchange a new fan. ____38____ The worker also explained how to pack the old fan safely for return delivery. Then she wrote down the case number so that the customer could track the process. The customer was satisfied with the result. ____39____ The store later added a clearer notice about guarantee service on its product page. It also trained workers to ask for necessary evidence in a polite way. ____40____ A. This small change helped later customers understand their rights. B. So the customer had the right to ask for repair or exchange. C. He said the worker's clear steps saved time. D. The customer wrote an email and asked for a solution. E. It promised to send the new one before the weekend. 【答案】36. D 37. B 38. E 39. C 40. A 【导语】本文是一篇记叙文，讲述家电商店处理电风扇售后投诉的过程，重点考查因果、指代、承接和总结关系。 【详解】 36. 前句介绍风扇三天后停止工作，D项说明顾客写邮件要求解决办法，推动投诉处理情节。 37. 前句说明风扇仍在保修期，B项以So说明顾客有维修或调换权利，因果清楚。 38. 前句说商店决定调换新风扇，E项进一步说明承诺周末前发出新风扇，承接解决方案。 39. 前句说明顾客满意，C项补充满意原因，即清楚步骤节省了时间。 40. 前句说商店在产品页增加保修说明，A项总结这一小变化对后来顾客的帮助。 第四部分 完形填空（共10小题，每小题1分，共10分。） 阅读下列短文，在空格处填入适当的词或用括号里的词的正确形式填空。 How a Complaint Is Processed In a good service center, customer ____41____ (request) are recorded as soon as they arrive. Workers read each message ____42____ (careful), and the order number ____43____ (check) before any reply is sent. This step is important ____44____ it keeps the answer clear and fair. It also prevents workers from giving a solution too early, especially when the cause is still unclear. If the company has made a mistake, it needs ____45____ (reduce) the customer's loss. For example, a second ____46____ (deliver) can be arranged for wrong goods, and a discount can be offered when delay affects business. Workers should also explain ____47____ (they) solution in simple words. When a problem ____48____ (cause) trouble, a sincere apology is necessary. ____49____ the apology, real action is more important. In this way, complaints become chances ____50____ (improve) service. Good workers keep records after the problem is solved. 【答案】41. requests 42. carefully 43. is checked 44. because 45. to reduce 46. delivery 47. their 48. has caused 49. After 50. to improve 【导语】本文介绍服务中心处理投诉的流程，重点考查名词复数、副词、被动语态、连词、非谓语动词、词性转换、代词和现在完成时。 【详解】 41. 考查名词复数。customer requests表示客户请求，谓语are recorded提示主语用复数。 42. 考查副词。修饰动词read应用副词carefully。 43. 考查被动语态。订单号被核对，主语the order number为单数，故填is checked。 44. 考查连词。后句解释该步骤重要的原因，用because。 45. 考查非谓语动词。need to do sth.表示需要做某事，故填to reduce。 46. 考查词性转换。second后接名词，deliver的名词形式为delivery。 47. 考查形容词性物主代词。修饰solution应用their。 48. 考查现在完成时。问题已经造成麻烦并影响当前处理，用has caused。 49. 考查介词。道歉之后，真正行动更重要，After符合语境。 50. 考查非谓语动词。chances to do sth.表示做某事的机会，故填to improve。 第五部分 书面表达（共15分。） 51. 假设你是售后服务人员李华，一位顾客来信反映其公司订购的宣传单被误送，影响了即将举行的活动。请你根据以下要点写一封英文回复邮件。 1. 词数70—80个； 2. 文中不可出现真实人名和校名； 3. 开头和结尾已给出，不计入总词数； 4. 要点：表达歉意；说明误送原因；安排第二次配送；提出价格补偿；希望继续支持。 Dear Customer, Thank you for your email about the wrong leaflets. ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Yours sincerely, Li Hua 【参考范文】 Dear Customer, Thank you for your email about the wrong leaflets. We sincerely apologize for the inconvenience caused. After checking the order record, we found that our staff put a wrong address sheet on the package. We will arrange a second delivery by express service this afternoon and make sure you receive the right leaflets tomorrow. To make up for the delay, we will reduce the price by 15%. We hope you will support us as always. Yours sincerely, Li Hua 【词汇积累】sincerely真诚地；address sheet地址单；arrange安排；express service快递服务；make up for弥补；reduce the price降价。 【句式拓展】原句：We will arrange a second delivery by express service this afternoon. 拓展句：Since the activity is coming soon, we will arrange a second delivery by express service this afternoon. 【点睛】本文为投诉回复邮件，按“道歉—说明原因—提出补救—价格补偿—表达期待”展开，结构清晰，语气礼貌，符合客户服务书面沟通要求。 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：100分 班级_____姓名_____学号_____成绩_____ 第一部分 情景交际（共10小题，每小题2分，共20分。） 阅读下列简短对话，从A、B、C、D四个选项中选出最佳选项，将对话补全。 1. — The customer says the hotel room has no hot water again. — ________. Please record the room number first. A. We should deal with it immediately B. I enjoy the music C. It is a green apple D. You can play basketball 2. — I am calling to complain about the wrong leaflets delivered to our company. — ________? A. What color is your bike B. How often do you swim C. Can you sing the song D. Could you tell me your order number 3. — Even though the package was delayed, your quick reply helped a lot. — ________. A. No, you must stop B. It is too salty C. Thank you for your understanding D. Turn left at the corner 4. — Shall we reduce the price a little to make up for the loss? — ________. The delay did trouble the customer. A. I dislike the weather B. That is a good idea C. Close the window D. I need a map 5. — The customer's phone is still under guarantee. — ________. We can exchange the battery for free. A. In that case, it will be easier to solve B. I lost the receipt C. The food is cold D. It is not our topic 6. — Thanks for explaining the cause of the delayed delivery clearly. — ________. We should be honest with customers. A. It is too late B. No parking C. My pleasure D. I do not know the price 7. — May I speak to the person in charge of after-sales service? — ________. I will put you through. A. You are late B. It is broken C. I forgot it D. Certainly 8. — The customer became angry after waiting for an hour. — ________. We need to show patience and apologize first. A. Let's ignore it B. It is a holiday C. I understand D. They are blue 9. — Could we promise a 5% discount on the next order? — ________. It may show our sincerity. A. Yes, that may work B. I am reading a novel C. The train is full D. Never mind your homework 10. — What should we do before replying to a complaint email? — ________. A. We should delete the email B. We should check the facts carefully C. We should send no answer D. We should close the shop 第二部分 选词填空（共10小题，每小题1.5分，共15分。） 阅读下列短文，从各题所给的A、B、C、D四个选项中选出最佳选项，填入相应的空格处。 A Logistics Company Learns from Complaints A logistics company in Guilin once received an increasing number of complaints. Some customers said their goods were damaged during ____11____. Others mentioned that the address ____12____ on the package was unclear, so the goods were sent to the wrong place. The manager did not ignore these messages. He asked the team to check every complaint ____13____ and find the real cause. They found that one worker was in ____14____ of too many orders, and the old system could not arrange routes properly. The company decided to ____15____ the work process and give workers more training. For customers who had suffered loss, the company offered a sincere ____16____, a second delivery and a small ____17____. It also promised to send messages at each key step so that customers could ____18____ the package easily. After two months, complaints were reduced. The company learned that careful service could ____19____ problems into useful lessons and make customers feel ____20____ again. 11. A. meeting B. delivery C. reading D. cooking 12. A. ticket B. battery C. screen D. sheet 13. A. carefully B. angrily C. never D. cheaply 14. A. need B. front C. charge D. silence 15. A. break B. hide C. mention D. improve 16. A. apology B. museum C. holiday D. sport 17. A. secret B. river C. discount D. lesson 18. A. draw B. track C. forget D. repair 19. A. push B. cover C. lose D. turn 20. A. delayed B. blank C. respected D. salty 第三部分 阅读理解（共两节，共20小题，每小题2分，共40分。） 第一节（共15小题，每小题2分，共30分。） 阅读下列短文，从各题所给的A、B、C、D四个选项中选出最佳选项。 Text 1 After-sales Email Writing Workshop Date: June 6 Time: 2:30 p.m.--5:00 p.m. Place: Meeting Room 3, City Service Center Participants: 30 students from business and logistics majors Content: read complaint emails, identify problems and causes, choose proper solutions, and write polite replies. Students will practise using expressions such as sincere apology, under guarantee, due to and as for. Requirements: bring one printed complaint case and a dictionary. Each group should also prepare two questions about polite expressions. Send your name and major to serviceclass@gxmail.com before June 1. Late applications will not be accepted. 21. What is the workshop mainly about? A. Drawing city maps. B. Repairing buses. C. Cooking local dishes. D. Writing after-sales emails. 22. How long will the workshop last? A. Two and a half hours. B. Three days. C. One hour. D. A whole morning. 23. Who can join the workshop? A. Thirty students from business and logistics majors. B. Only hotel managers. C. All parents in the city. D. Foreign tourists only. 24. What should students bring? A. A sports watch. B. A printed complaint case and a dictionary. C. A box of apples. D. A train ticket. 25. Which application will NOT be accepted? A. An application with a major. B. An application sent by email. C. An application before June 1. D. An application sent after June 1. Text 2 A service team handled a complaint from a small bookstore. The bookstore had ordered 2,000 leaflets for a reading festival, but the package delivered to them belonged to another company. The festival was only three days away, and the leaflets included the activity schedule, guest names and discount information. Without them, many readers might not know where to join the events. Therefore, the manager of the bookstore was worried about the delay. After reading the email, the printing company checked the order record and delivery list. The problem was caused by a wrong address sheet. The staff member who packed the leaflets had put two similar orders together and did not check the company names carefully. The service team also found that the old checking form had only the address, not the customer's phone number or event date. The printing company replied before noon. It expressed a sincere apology and arranged a second delivery by express service. It also reduced the price by 15% because the delay might cause loss to the bookstore's activity. To prevent similar mistakes, the company added a two-person checking rule before each package was sent out. The bookstore manager accepted the solution. Later, both sides agreed that clear checking rules were more useful than a long argument. 26. Why was the bookstore manager worried? A. The festival was cancelled. B. The package was wrong and the festival was near. C. The bookstore had no readers. D. The price was too low. 27. What caused the problem? A. Bad weather. B. A broken printer. C. A customer's wrong phone number. D. A wrong address sheet. 28. What did the printing company do before noon? A. It replied to the complaint. B. It closed the store. C. It sold the bookstore. D. It changed the festival date. 29. What does the underlined word “solution” mean? A. 投诉 B. 保修 C. 解决办法 D. 广告单 30. What can we learn from the story? A. A long argument is always useful. B. Careful checking helps avoid service mistakes. C. Bookstores should not hold festivals. D. Leaflets cannot be delivered by express service. Text 3 Professional ethics can be seen clearly when a company deals with complaints. Some workers think a complaint is only bad news, so they try to finish it as quickly as possible. However, responsible service requires more than speed. It requires truth, respect and a real wish to solve the customer's problem. A company may have modern machines and beautiful service desks, but customers remember most whether the workers treat them fairly when something goes wrong. When a complaint arrives, the first rule is to separate facts from feelings. A customer may sound angry because the loss has already affected daily work or business plans. A worker should not answer with another angry sentence. Instead, the worker should record what happened, check the receipt, order number and delivery record, and then explain what the company can do within a clear time limit. This process protects both sides: the customer receives a serious answer, and the company avoids making promises without facts. The second rule is to give a solution that matches the problem. If a battery cannot be charged and the product is under guarantee, an exchange may be fair. If goods are delayed and cause loss, a discount or second delivery may be needed. A polite apology is important, but it is not enough without action. After the case is closed, managers should review why the problem happened and whether the rule needs to be changed. Companies that learn from complaints can improve their service process, train workers better and keep long-term trust with customers. 31. What does responsible service require according to Paragraph 1? A. Only speed. B. More advertisements. C. Truth, respect and a wish to solve problems. D. A louder voice. 32. Why may a customer sound angry? A. Because the loss has affected work or plans. B. Because the worker speaks English. C. Because the receipt is beautiful. D. Because the company has no door. 33. What should a worker do after recording what happened? A. Leave the customer alone. B. Delete the order number. C. Promise nothing forever. D. Check the receipt, order number and delivery record. 34. Which solution may be fair if a guaranteed product's battery cannot be charged? A. A cooking lesson. B. An exchange. C. A music card. D. A longer argument. 35. What is the writer's purpose? A. To ask customers to stop complaining. B. To show how companies can deal with complaints professionally. C. To introduce the history of batteries. D. To explain why receipts are expensive. 第二节（共5小题，每小题2分，共10分。） 阅读下面短文，从短文后的A、B、C、D、E五个选项中选出可以填入空白处的最佳选项。 Learning from a Difficult Complaint A home appliance store received a difficult complaint. A customer bought a fan online, but it stopped working after three days. The weather was very hot, and the customer needed the fan for an elderly family member. ____36____ The service worker checked the order first. The fan was still under guarantee. ____37____ The worker asked the customer to send a short video of the problem, because the repair team needed to know whether the motor or the switch was broken. This request was simple and did not waste the customer's time. After checking the video, the store decided to exchange a new fan. ____38____ The worker also explained how to pack the old fan safely for return delivery. Then she wrote down the case number so that the customer could track the process. The customer was satisfied with the result. ____39____ The store later added a clearer notice about guarantee service on its product page. It also trained workers to ask for necessary evidence in a polite way. ____40____ A. This small change helped later customers understand their rights. B. So the customer had the right to ask for repair or exchange. C. He said the worker's clear steps saved time. D. The customer wrote an email and asked for a solution. E. It promised to send the new one before the weekend. 第四部分 完形填空（共10小题，每小题1分，共10分。） 阅读下列短文，在空格处填入适当的词或用括号里的词的正确形式填空。 How a Complaint Is Processed In a good service center, customer ____41____ (request) are recorded as soon as they arrive. Workers read each message ____42____ (careful), and the order number ____43____ (check) before any reply is sent. This step is important ____44____ it keeps the answer clear and fair. It also prevents workers from giving a solution too early, especially when the cause is still unclear. If the company has made a mistake, it needs ____45____ (reduce) the customer's loss. For example, a second ____46____ (deliver) can be arranged for wrong goods, and a discount can be offered when delay affects business. Workers should also explain ____47____ (they) solution in simple words. When a problem ____48____ (cause) trouble, a sincere apology is necessary. ____49____ the apology, real action is more important. In this way, complaints become chances ____50____ (improve) service. Good workers keep records after the problem is solved. 第五部分 书面表达（共15分。） 51. 假设你是售后服务人员李华，一位顾客来信反映其公司订购的宣传单被误送，影响了即将举行的活动。请你根据以下要点写一封英文回复邮件。 1. 词数70—80个； 2. 文中不可出现真实人名和校名； 3. 开头和结尾已给出，不计入总词数； 4. 要点：表达歉意；说明误送原因；安排第二次配送；提出价格补偿；希望继续支持。 Dear Customer, Thank you for your email 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 $