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卷聚焦基础巩固，适配单元复习，通过真实客服情境提升语言应用能力与问题解决思维。 **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|投诉、道歉等客服对话|以“餐食投诉”“手机充电故障”等真实场景设题，强化语言理解与表达能力| |选词填空|10题/15分|维修中心服务流程（接待、检查、道歉等）|短文围绕“提升服务质量”主题，考查核心词汇在语境中的应用| |阅读理解|20题/40分|客服培训、投诉处理案例、问题解决步骤|Text 2以“破损茶具投诉处理”案例，培养分析问题与反思能力| |完形填空|10题/10分|服务台规则（收据检查、问题记录等）|通过语法填空巩固“under guarantee”等单元重点表达| |书面表达|1题/15分|售后邮件回复（道歉、解决方案等）|模拟“运动手表故障”场景，综合考查语言组织与问题解决能力|

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 A卷·基础巩固 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. — Excuse me, I would like to make a complaint about this meal. — ________. A. I need a bus ticket B. I am sorry to hear that. What is the problem C. See you next Friday D. It is a fine day 2. — The battery of my new phone cannot be charged properly. — ________? A. Where is the museum B. Do you like noodles C. Could you show me your receipt D. How old is the bridge 3. — Thank you for your patience while we check the sports watch. — ________. A. That is all right B. No smoking C. I lost my way D. It is too salty 4. — The shoes I ordered online are the wrong size. — ________. We will exchange them for you. A. You should buy fruit B. I cannot read it C. The train is late D. We are sorry for the inconvenience caused 5. — Can I have this broken cup refunded? — ________, but please let us check it first. A. Yes, you can B. I am going home C. It is too far D. Never close the door 6. — The delivery was delayed for two days. — ________. We will find out the reason. A. Congratulations B. It tastes sweet C. Sorry for the trouble D. Good luck with your exam 7. — Who is in charge of customer complaints here? — ________. A. It is red B. I like swimming C. On Saturday morning D. The service manager is 8. — I am afraid the screen stays blank after charging. — ________. We can have it checked at once. A. Throw it away now B. Don't worry C. I disagree with maps D. Happy birthday 9. — Would you please arrange a second delivery for us? — ________. We will send the right leaflets tomorrow. A. No problem B. I am a cook C. It is under the table D. You are welcome 10. — We will reduce the price by 10% to make up for the loss. — ________. A. It is too early B. I need a chair C. That sounds fair D. Please close your book 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。 Better Service in a Repair Center A repair center receives many customer complaints every week. To improve service, the manager asks workers to ____11____ every customer politely and listen first. If a product cannot work, workers ask for the receipt and ____12____ whether it is still under guarantee. Last month, the center made a service rule. Workers should show ____13____ when customers are worried. They must give a sincere ____14____ if the center causes the problem. For products with a blank screen or a weak battery, they can arrange a quick ____15____. If repair is impossible, the center may ____16____ it or give a refund. The rule also asks workers to make sure every ____17____ is clear. A short message is sent after service. Because of these changes, customers feel more ____18____ with the center. Good customer service is not only about solving problems but also about showing respect and ____19____. A small action can ____20____ trust. 11. A. leave B. forget C. serve D. hide 12. A. check B. damage C. cancel D. mention 13. A. anger B. patience C. price D. address 14. A. promise B. leaflet C. discount D. apology 15. A. solution B. secret C. habit D. festival 16. A. reduce B. deliver C. exchange D. complain 17. A. battery B. meal C. hobby D. request 18. A. late B. satisfied C. salty D. blank 19. A. size B. weather C. sincerity D. ticket 20. A. lose B. break C. delay D. build 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 Customer Service Training Day Time: 9:00 a.m.--4:00 p.m., Saturday, May 18 Place: Room 206, Business Training Center Who can join: Store assistants, delivery workers and repair center staff Morning: learn how to listen to complaints, check receipts and explain guarantee rules. Afternoon: practise how to say sorry, arrange exchange service and write short reply emails. Please bring a notebook and three real service cases. Anyone who finishes the training will get a service card. Call 0771-386-2258 before May 12 to sign up. 21. Where will the training be held? A. At a railway station. B. In Room 206, Business Training Center. C. In a hotel kitchen. D. At a city park. 22. What will people learn in the morning? A. How to cook local food. B. How to draw posters. C. How to drive buses. D. How to listen to complaints and check receipts. 23. What should people bring? A. A notebook and three real service cases. B. A sports watch and fruit. C. A school uniform only. D. A camera and a ticket. 24. When should people sign up before? A. May 18. B. May 20. C. May 12. D. May 30. 25. Who may be most interested in the training? A. Basketball players. B. Repair center staff. C. Music teachers. D. Farm visitors. Text 2 A small online store once received a complaint about a tea set. The customer said two cups were broken when the package arrived. She had planned to use the set for a family dinner that weekend, so she hoped the store could answer quickly. The service worker read the message carefully and checked the delivery record at once. The record showed that the package had stayed at a transfer station during heavy rain. The worker did not blame the weather only. She called the customer, expressed a sincere apology and asked for photos of the broken cups. After confirming the damage, she arranged a second delivery on the same day and reminded the warehouse to use stronger packing materials. The customer received the new cups two days later. This time, the box was stronger and each cup was covered with soft paper. The store also sent a small discount card for the next order. More importantly, the worker wrote down the case and shared it with the packing team. The customer wrote back, saying that mistakes might happen, but a responsible answer could bring trust back. 26. What did the customer complain about? A. A late bus. B. A wrong receipt. C. Two broken cups. D. A blank phone screen. 27. What did the service worker do first? A. She read the message and checked the record. B. She closed the online store. C. She asked the customer to wait for a month. D. She bought a new phone. 28. Why did the package have a problem? A. The cups were too cheap. B. It stayed at a transfer station during heavy rain. C. The customer changed the address. D. The store forgot the receipt. 29. What does the underlined word “responsible” mean? A. 昂贵的 B. 负责的 C. 空白的 D. 咸的 30. What can we learn from the passage? A. Customers never accept apologies. B. Weather can solve all problems. C. Good service can help rebuild trust. D. Discount cards are useless. Text 3 Handling complaints is an important part of customer service. A complaint does not always mean that a customer wants to argue. In many cases, it means the customer still hopes the company can solve the problem and keep the business relationship. If workers understand this point, they will see complaints as useful information instead of simple trouble and will answer with a calmer attitude. A good reply usually has four steps. First, listen carefully and record the key facts, such as time, product name and order number. Second, express an apology for the inconvenience. Third, explain the cause after checking the facts. Finally, offer a clear solution, for example, a refund, an exchange, a second delivery or a discount. These steps are easy to remember, but each step must be done sincerely and clearly. Companies should also learn from complaints. If many customers mention delayed delivery, the company needs to check its delivery process. If several people complain about unclear instructions, the company should rewrite the information sheet. Managers may also hold short meetings to discuss common problems and train new workers. When complaints are handled in this way, they become useful messages that help improve service and reduce future mistakes. 31. What does a complaint often mean according to Paragraph 1? A. The customer wants to close every store. B. The customer dislikes all workers. C. The product must be free. D. The customer still hopes for a solution. 32. Which step should come after recording key facts? A. Throw away the receipt. B. Express an apology. C. Ask the customer to leave. D. Stop all deliveries. 33. Which of the following is mentioned as a possible solution? A. A second delivery. B. A long holiday. C. A music lesson. D. A new manager's photo. 34. What should a company do if many customers mention delayed delivery? A. Change its company name. B. Stop reading messages. C. Check its delivery process. D. Reduce all workers' lunch time. 35. What is the best title for the passage? A. How to Buy a Sports Watch B. Why Receipts Are Small C. The History of Shopping Malls D. Turning Complaints into Better Service 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。 A Friendly Reply to a Complaint A fruit shop received a complaint email one morning. The customer said the apples arrived late and some of them were damaged. The fruit was prepared for a small family party, so the delay caused real trouble. ____36____ The shop owner first checked the order record. The goods were sent out on time, but the delivery truck met bad weather on the way. ____37____ He knew that an excuse alone could not solve the problem. The customer's feeling also needed to be respected. Then he wrote a reply email. He said sorry for the inconvenience and thanked the customer for telling the truth. ____38____ He also promised to pack fruit more carefully in the future. Before sending the email, he checked every sentence to make sure the tone was polite. The customer accepted the solution. ____39____ The shop owner learned an important lesson from this case. Later, he asked workers to check weather reports before sending fresh fruit. A complaint is not only a problem. ____40____ A. He offered to send another box of apples the next day. B. It can also be a chance to improve service. C. The message made the shop owner worried. D. She said the quick reply made her feel respected. E. Still, the owner took responsibility for the trouble. 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。 A Service Desk Rule A service desk receives many ____41____ (complaint) every day. To answer them well, workers need ____42____ (check) each receipt first. If the product is still under ____43____ guarantee, they should listen to the customer ____44____ (careful) and record the problem. This habit helps them understand what has really happened before they choose a solution. It also makes the first reply clearer. When a delivery arrives late, the worker explains the reason and gives a clear ____45____ (deliver) plan. ____46____ the mistake is caused by the company, the service desk offers an apology and arranges a refund or exchange. The rule ____47____ (help) workers serve customers better. It also teaches them ____48____ (show) patience. Good service is not difficult. It starts with small ____49____ (action) and ends with trust ____50____ respect. 第五部分 书面表达（共15分。） 51. 假设你是售后服务人员李华，一位顾客来信反映自己购买的运动手表屏幕空白，且充电一整晚仍无法使用。请你根据以下要点给顾客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：表示歉意；请顾客带收据到店；承诺检查手表；若在保修期内，安排调换或退款。 Dear Customer, Thank you for telling us about the problem with your sports watch. ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Yours sincerely, Li Hua 原创精品资源学科网独家享有版权，侵权必究！ 学科网（北京）股份有限公司 $ 编写说明：本套试卷紧扣《英语 基础模块3》（高教版第三版）教材，以教材单元为基准精准覆盖核心考点。 每个单元设置AB卷，A卷为基础巩固卷，侧重基础考点训练，帮助学生扎实掌握知识要点；B卷为能力提升卷，注重知识整合与全面检测，引导学生构建知识网络。全书设计4份综合测试卷，模拟实战情境，聚焦解题能力突破，全面提升应试能力与知识应用水平。 《英语 基础模块3》（高教版第三版）《单元过关卷》 Unit 4 Customer Service A卷·基础巩固 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. — Excuse me, I would like to make a complaint about this meal. — ________. A. I need a bus ticket B. I am sorry to hear that. What is the problem C. See you next Friday D. It is a fine day 【答案】B 【详解】上句提出投诉，答语应先表示歉意并询问具体问题，B项符合投诉接待场景。 2. — The battery of my new phone cannot be charged properly. — ________? A. Where is the museum B. Do you like noodles C. Could you show me your receipt D. How old is the bridge 【答案】C 【详解】顾客说明手机电池问题，售后人员通常需要查看收据确认购买信息，C项切合服务流程。 3. — Thank you for your patience while we check the sports watch. — ________. A. That is all right B. No smoking C. I lost my way D. It is too salty 【答案】A 【详解】对方感谢等待，应回应“不客气/没关系”，That is all right符合感谢应答。 4. — The shoes I ordered online are the wrong size. — ________. We will exchange them for you. A. You should buy fruit B. I cannot read it C. The train is late D. We are sorry for the inconvenience caused 【答案】D 【详解】顾客收到错误尺码商品，服务人员应道歉并提出调换，D项符合投诉回应。 5. — Can I have this broken cup refunded? — ________, but please let us check it first. A. Yes, you can B. I am going home C. It is too far D. Never close the door 【答案】A 【详解】Can I...?询问是否可以退款，but后说明先检查，A项先表示可以，语义连贯。 6. — The delivery was delayed for two days. — ________. We will find out the reason. A. Congratulations B. It tastes sweet C. Sorry for the trouble D. Good luck with your exam 【答案】C 【详解】顾客反映快递延迟，服务方应先为麻烦致歉，C项符合语境。 7. — Who is in charge of customer complaints here? — ________. A. It is red B. I like swimming C. On Saturday morning D. The service manager is 【答案】D 【详解】问题询问谁负责投诉，D项直接回答负责人，in charge of与语境对应。 8. — I am afraid the screen stays blank after charging. — ________. We can have it checked at once. A. Throw it away now B. Don't worry C. I disagree with maps D. Happy birthday 【答案】B 【详解】顾客担心产品故障，后句提供检查方案，应先安慰Don't worry。 9. — Would you please arrange a second delivery for us? — ________. We will send the right leaflets tomorrow. A. No problem B. I am a cook C. It is under the table D. You are welcome 【答案】A 【详解】对方请求再次配送，答语承诺明天送达，No problem表示接受请求。 10. — We will reduce the price by 10% to make up for the loss. — ________. A. It is too early B. I need a chair C. That sounds fair D. Please close your book 【答案】C 【详解】前句提出降价补偿方案，That sounds fair表示认可该解决办法，符合价格商议场景。 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。 Better Service in a Repair Center A repair center receives many customer complaints every week. To improve service, the manager asks workers to ____11____ every customer politely and listen first. If a product cannot work, workers ask for the receipt and ____12____ whether it is still under guarantee. Last month, the center made a service rule. Workers should show ____13____ when customers are worried. They must give a sincere ____14____ if the center causes the problem. For products with a blank screen or a weak battery, they can arrange a quick ____15____. If repair is impossible, the center may ____16____ it or give a refund. The rule also asks workers to make sure every ____17____ is clear. A short message is sent after service. Because of these changes, customers feel more ____18____ with the center. Good customer service is not only about solving problems but also about showing respect and ____19____. A small action can ____20____ trust. 11. A. leave B. forget C. serve D. hide 12. A. check B. damage C. cancel D. mention 13. A. anger B. patience C. price D. address 14. A. promise B. leaflet C. discount D. apology 15. A. solution B. secret C. habit D. festival 16. A. reduce B. deliver C. exchange D. complain 17. A. battery B. meal C. hobby D. request 18. A. late B. satisfied C. salty D. blank 19. A. size B. weather C. sincerity D. ticket 20. A. lose B. break C. delay D. build 【答案】11. C 12. A 13. B 14. D 15. A 16. C 17. D 18. B 19. C 20. D 【导语】本文是一篇说明文，介绍维修中心通过规范接待、核对保修、表达歉意和给出解决方案来提升客户服务质量。 【详解】 11. 考查动词。服务中心应礼貌地服务顾客，serve every customer符合语境。 12. 考查动词。工作人员查看收据后要核对是否在保修期内，check表示检查、核对。 13. 考查名词。顾客着急时，工作人员应表现出耐心，patience符合服务态度。 14. 考查名词。问题由中心造成时，应给出真诚道歉，apology意为道歉。 15. 考查名词。产品有故障时安排快速解决方案，solution符合语义。 16. 考查动词。无法维修时可以调换或退款，exchange表示调换。 17. 考查名词。后文提到服务完成后发短信，说明每个请求都应清楚，request符合语境。 18. 考查形容词。服务变好后顾客更满意，satisfied符合结果。 19. 考查名词。客户服务不仅解决问题，也体现尊重和真诚，sincerity符合并列关系。 20. 考查动词。小行动能够建立信任，build trust搭配自然。 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 Customer Service Training Day Time: 9:00 a.m.--4:00 p.m., Saturday, May 18 Place: Room 206, Business Training Center Who can join: Store assistants, delivery workers and repair center staff Morning: learn how to listen to complaints, check receipts and explain guarantee rules. Afternoon: practise how to say sorry, arrange exchange service and write short reply emails. Please bring a notebook and three real service cases. Anyone who finishes the training will get a service card. Call 0771-386-2258 before May 12 to sign up. 【导语】本文是一则培训通知，介绍客户服务培训的时间、地点、对象、内容和报名方式，重点考查信息定位能力。 21. Where will the training be held? A. At a railway station. B. In Room 206, Business Training Center. C. In a hotel kitchen. D. At a city park. 【答案】B 【详解】细节理解题。Place一栏写明地点为Room 206, Business Training Center。 22. What will people learn in the morning? A. How to cook local food. B. How to draw posters. C. How to drive buses. D. How to listen to complaints and check receipts. 【答案】D 【详解】细节理解题。Morning部分提到learn how to listen to complaints, check receipts and explain guarantee rules。 23. What should people bring? A. A notebook and three real service cases. B. A sports watch and fruit. C. A school uniform only. D. A camera and a ticket. 【答案】A 【详解】细节理解题。通知最后要求bring a notebook and three real service cases。 24. When should people sign up before? A. May 18. B. May 20. C. May 12. D. May 30. 【答案】C 【详解】细节理解题。文末Call...before May 12 to sign up说明报名截止时间。 25. Who may be most interested in the training? A. Basketball players. B. Repair center staff. C. Music teachers. D. Farm visitors. 【答案】B 【详解】细节理解题。Who can join中明确包括repair center staff。 Text 2 A small online store once received a complaint about a tea set. The customer said two cups were broken when the package arrived. She had planned to use the set for a family dinner that weekend, so she hoped the store could answer quickly. The service worker read the message carefully and checked the delivery record at once. The record showed that the package had stayed at a transfer station during heavy rain. The worker did not blame the weather only. She called the customer, expressed a sincere apology and asked for photos of the broken cups. After confirming the damage, she arranged a second delivery on the same day and reminded the warehouse to use stronger packing materials. The customer received the new cups two days later. This time, the box was stronger and each cup was covered with soft paper. The store also sent a small discount card for the next order. More importantly, the worker wrote down the case and shared it with the packing team. The customer wrote back, saying that mistakes might happen, but a responsible answer could bring trust back. 【导语】本文是一篇记叙文，讲述网店处理茶具破损投诉的过程，体现及时核实、真诚道歉和补救方案的重要性。 26. What did the customer complain about? A. A late bus. B. A wrong receipt. C. Two broken cups. D. A blank phone screen. 【答案】C 【详解】细节理解题。第一段说明顾客反映two cups were broken。 27. What did the service worker do first? A. She read the message and checked the record. B. She closed the online store. C. She asked the customer to wait for a month. D. She bought a new phone. 【答案】A 【详解】细节理解题。第一段提到工作人员carefully read the message and checked the delivery record at once。 28. Why did the package have a problem? A. The cups were too cheap. B. It stayed at a transfer station during heavy rain. C. The customer changed the address. D. The store forgot the receipt. 【答案】B 【详解】细节理解题。第二段说明包裹在大雨期间停留在中转站，这是问题背景。 29. What does the underlined word “responsible” mean? A. 昂贵的 B. 负责的 C. 空白的 D. 咸的 【答案】B 【详解】词义猜测题。文章中工作人员道歉、核实并重新发货，这是一种负责的回应，因此responsible意为负责的。 30. What can we learn from the passage? A. Customers never accept apologies. B. Weather can solve all problems. C. Good service can help rebuild trust. D. Discount cards are useless. 【答案】C 【详解】主旨大意题。结尾指出responsible answer could bring trust back，说明良好服务能重建信任。 Text 3 Handling complaints is an important part of customer service. A complaint does not always mean that a customer wants to argue. In many cases, it means the customer still hopes the company can solve the problem and keep the business relationship. If workers understand this point, they will see complaints as useful information instead of simple trouble and will answer with a calmer attitude. A good reply usually has four steps. First, listen carefully and record the key facts, such as time, product name and order number. Second, express an apology for the inconvenience. Third, explain the cause after checking the facts. Finally, offer a clear solution, for example, a refund, an exchange, a second delivery or a discount. These steps are easy to remember, but each step must be done sincerely and clearly. Companies should also learn from complaints. If many customers mention delayed delivery, the company needs to check its delivery process. If several people complain about unclear instructions, the company should rewrite the information sheet. Managers may also hold short meetings to discuss common problems and train new workers. When complaints are handled in this way, they become useful messages that help improve service and reduce future mistakes. 【导语】本文是一篇说明文，介绍处理客户投诉的步骤以及企业如何从投诉中改进服务，考查细节定位、词义理解和主旨概括。 31. What does a complaint often mean according to Paragraph 1? A. The customer wants to close every store. B. The customer dislikes all workers. C. The product must be free. D. The customer still hopes for a solution. 【答案】D 【详解】细节理解题。第一段说明投诉常表示顾客仍希望公司解决问题并保持业务关系。 32. Which step should come after recording key facts? A. Throw away the receipt. B. Express an apology. C. Ask the customer to leave. D. Stop all deliveries. 【答案】B 【详解】细节理解题。第二段按顺序说明First记录事实，Second表达歉意。 33. Which of the following is mentioned as a possible solution? A. A second delivery. B. A long holiday. C. A music lesson. D. A new manager's photo. 【答案】A 【详解】细节理解题。第二段列举refund, exchange, second delivery or discount，A项符合。 34. What should a company do if many customers mention delayed delivery? A. Change its company name. B. Stop reading messages. C. Check its delivery process. D. Reduce all workers' lunch time. 【答案】C 【详解】细节理解题。第三段明确说明如果多人提到延迟配送，公司需要检查配送流程。 35. What is the best title for the passage? A. How to Buy a Sports Watch B. Why Receipts Are Small C. The History of Shopping Malls D. Turning Complaints into Better Service 【答案】D 【详解】最佳标题题。全文说明如何处理投诉并从投诉中改进服务，D项最能概括主旨。 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。 A Friendly Reply to a Complaint A fruit shop received a complaint email one morning. The customer said the apples arrived late and some of them were damaged. The fruit was prepared for a small family party, so the delay caused real trouble. ____36____ The shop owner first checked the order record. The goods were sent out on time, but the delivery truck met bad weather on the way. ____37____ He knew that an excuse alone could not solve the problem. The customer's feeling also needed to be respected. Then he wrote a reply email. He said sorry for the inconvenience and thanked the customer for telling the truth. ____38____ He also promised to pack fruit more carefully in the future. Before sending the email, he checked every sentence to make sure the tone was polite. The customer accepted the solution. ____39____ The shop owner learned an important lesson from this case. Later, he asked workers to check weather reports before sending fresh fruit. A complaint is not only a problem. ____40____ A. He offered to send another box of apples the next day. B. It can also be a chance to improve service. C. The message made the shop owner worried. D. She said the quick reply made her feel respected. E. Still, the owner took responsibility for the trouble. 【答案】36. C 37. E 38. A 39. D 40. B 【导语】本文是一篇记叙文，讲述水果店收到投诉后及时核实、道歉并补救的过程，重点考查上下文衔接和逻辑关系。 【详解】 36. 前句说明顾客投诉水果迟到且受损，C项中的The message指代该投诉信息，并承接店主担心的反应。 37. 前句说明天气导致配送问题，E项用Still转折，表明店主仍承担责任，逻辑连贯。 38. 前句写道歉和感谢，后句写承诺改进包装，A项提出补发苹果，是具体解决方案。 39. 前句说顾客接受解决办法，D项补充她对快速回复的评价，符合事件结果。 40. 前句指出投诉不只是问题，B项说明它也是改进服务的机会，形成总结。 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。 A Service Desk Rule A service desk receives many ____41____ (complaint) every day. To answer them well, workers need ____42____ (check) each receipt first. If the product is still under ____43____ guarantee, they should listen to the customer ____44____ (careful) and record the problem. This habit helps them understand what has really happened before they choose a solution. It also makes the first reply clearer. When a delivery arrives late, the worker explains the reason and gives a clear ____45____ (deliver) plan. ____46____ the mistake is caused by the company, the service desk offers an apology and arranges a refund or exchange. The rule ____47____ (help) workers serve customers better. It also teaches them ____48____ (show) patience. Good service is not difficult. It starts with small ____49____ (action) and ends with trust ____50____ respect. 【答案】41. complaints 42. to check 43. the 44. carefully 45. delivery 46. If 47. helps 48. to show 49. actions 50. and 【导语】本文介绍服务台处理投诉的基本规则，重点考查名词复数、非谓语动词、冠词、副词、词性转换、条件连词和主谓一致。 【详解】 41. 考查名词复数。many后接可数名词复数，complaint应变为complaints。 42. 考查非谓语动词。need to do sth.表示需要做某事，故填to check。 43. 考查冠词。under the guarantee表示在保修期内，此处需要定冠词the。 44. 考查副词。修饰动词listen应用副词carefully。 45. 考查词性转换。clear后修饰名词，deliver的名词形式delivery与plan搭配。 46. 考查连词。后文是公司造成错误时的处理方式，If引导条件状语从句。 47. 考查动词时态和主谓一致。主语The rule为第三人称单数，一般现在时用helps。 48. 考查非谓语动词。teach sb. to do sth.表示教某人做某事，故填to show。 49. 考查名词复数。small前无冠词，action在此表示多种小行动，用复数actions。 50. 考查连词。trust和respect为并列名词，用and连接。 第五部分 书面表达（共15分。） 51. 假设你是售后服务人员李华，一位顾客来信反映自己购买的运动手表屏幕空白，且充电一整晚仍无法使用。请你根据以下要点给顾客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：表示歉意；请顾客带收据到店；承诺检查手表；若在保修期内，安排调换或退款。 Dear Customer, Thank you for telling us about the problem with your sports watch. ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Yours sincerely, Li Hua 【参考范文】 Dear Customer, Thank you for telling us about the problem with your sports watch. We are sorry for the inconvenience caused. Please bring the watch and your receipt to our service desk this week. Our staff will check the screen and battery carefully. If the watch is still under guarantee, we will exchange a new one for you or give you a refund. We promise to deal with your request as quickly as possible. Thank you for your patience. Yours sincerely, Li Hua 【词汇积累】inconvenience不便；receipt收据；under guarantee在保修期内；exchange调换；refund退款；request要求。 【句式拓展】原句：Please bring the watch and your receipt to our service desk this week. 拓展句：Would you please bring the watch and your receipt to our service desk this week so that we can check it carefully? 【点睛】本文为投诉回复邮件，格式完整，要点覆盖“道歉—核验—检查—调换或退款—表达耐心感谢”，语言礼貌清楚，适合售后服务场景。 原创精品资源学科网独家享有版权，侵权必究！ 学科网（北京）股份有限公司 $