4.5 Customer Service（Culture Understanding & Group Work）-《英语 基础模块3》（高教版第三版）《一课一练》（原卷版+解析版）

**基本信息** 针对中职英语《基础模块3》Unit 4，以“课前预习-课堂检测”分层设计，通过词汇→短语→句子→语篇的递进路径巩固语言能力，适配课前课中教学环节，培养学习能力与文化意识。 **分层设计** |层次|知识覆盖|设计特色| |----|----------|----------| |课前预习|核心词汇（8题）、重点短语（6题）、难句翻译（3题）|单一词汇默写、短语翻译，基础输入，助力自主预习| |课堂检测|词汇单选（10题）、选词填空（10题）|语境词汇辨析、语篇综合应用，提升语言理解与表达，融入跨文化情境|

　　编写说明：基于中职学生英语知识不牢固、学习内驱力不够的学情特点，为提高学习效率，辅助教师抓好课前、课中、课后三个教学环节，本专辑依据最新《中等职业学校英语课程标准》，打造契合广西职教高考命题特色的【广西专用】《英语 基础模块3》（高教版第三版）《一课一练》，专辑共40练。 　　本卷为《英语 基础模块3》（高教版第三版）Unit 4 Customer Service（Culture Understanding & Group Work）的课前预习和课堂检测。 《英语 基础模块3》（高教版第三版） Unit 4 Customer Service 一课一练（5）（Culture Understanding & Group Work） 【课前预习】 一、核心词汇检测 1. n. 耐心____ 2. n. 要求____ 3. v. 减少；降低____ 4. n. 真诚____ 5. v. 承诺____ 6. adj. 准备充分的____ 7. n. 压力____ 8. n. 谈判____ 【答案】1.patience 2.request 3.reduce 4.sincerity 5.promise 6.prepared 7.pressure 8.negotiation 二、课文重点短语 1. conduct business____ 2. hand out a proposal____ 3. small talk____ 4. be on time for____ 5. act in a reserved manner____ 6. place a high value on trust____ 【答案】1.开展商务活动 2.分发提案 3.寒暄；闲聊 4.准时参加 5.举止含蓄 6.高度重视信任 三、课文难句翻译 1. 原句：When doing business in Türkiye, you should have enough patience. 译文：在土耳其开展商务活动时，你应该有足够的耐心。 2. 原句：In France, you are expected to act in a reserved manner at business meetings. 译文：在法国，人们期望你在商务会议中举止含蓄。 3. 原句：Filipinos place a high value on trust and often make meeting arrangements well ahead of time. 译文：菲律宾人高度重视信任，并且常常提前很久安排会议。 【课堂检测】 一、词汇单选 1. Good service workers show ______ when a customer needs time to explain a problem. A. pattern B. passage C. payment D. patience 【答案】D 【解析】考查名词辨析。patience意为“耐心”，符合倾听顾客说明问题的职业要求。 2. The customer made a reasonable ______ for a replacement. A. result B. request C. reply D. return 【答案】B 【解析】考查名词辨析。make a request for意为“提出……请求”。 3. The shop decided to ______ the price by ten percent after the delay. A. repeat B. replace C. reduce D. receive 【答案】C 【解析】考查动词辨析。reduce the price意为“降低价格”。 4. The company kept its ______ and sent the correct goods the next morning. A. project B. program C. product D. promise 【答案】D 【解析】考查名词辨析。keep one’s promise意为“信守承诺”。 5. Business visitors should be well ______ before an important meeting in China. A. prepared B. prevented C. presented D. produced 【答案】A 【解析】考查形容词辨析。be well prepared意为“准备充分”。 6. Some business people dislike strong ______ and tight deadlines. A. pleasure B. pressure C. practice D. purpose 【答案】B 【解析】考查名词辨析。pressure意为“压力”，与tight deadlines语义相关。 7. Both sides reached an agreement after a long ______. A. navigation B. narration C. negotiation D. notification 【答案】C 【解析】考查名词辨析。negotiation意为“谈判”，谈判后达成协议。 8. A sincere apology helps customers feel the company’s ______. A. service B. silence C. safety D. sincerity 【答案】D 【解析】考查名词辨析。sincerity意为“真诚”，与sincere apology呼应。 9. In many cultures, arriving ______ shows respect for business partners. A. on time B. by accident C. in danger D. at random 【答案】A 【解析】考查短语辨析。on time意为“准时”，准时体现尊重。 10. Successful partners often place a high value ______ trust. A. at B. on C. for D. with 【答案】B 【解析】考查固定搭配。place a high value on意为“高度重视”。 二、选词填空 A local resort hotel often pays great attention to guest experience. One day, the hotel received a serious 11_____ from a staying guest. He said the air conditioner in his room made continuous noise and influenced his rest. The front-desk staff listened 12_____ and kept a clear record of the problem. She showed full respect and gave a sincere 13_____ to the guest for the bad experience. Right away, she called the maintenance team 14_____ to arrange on-site checking. The staff showed great 15_____ when the guest described his trouble in detail. She told the guest that the repair might take about thirty minutes16_____ certain new parts had to be replaced. To reduce inconvenience, she provided a useful 17_____: the guest could either relax in the hotel lounge or change to a quiet spare room. The guest finally chose to move to a new room. All his luggage was 18_____ to the new room in less than ten minutes. Before the guest left the front desk, the staff made a serious 19_____ to double-check the new room’s equipment later. Such professional service successfully rebuilt the guest’s 20_____ in the hotel’s management. 11. A. praise B. complaint C. gift D. notice 12. A. secretly B. carelessly C. carefully D. suddenly 13. A. apology B. suggestion C. comment D. decision 14. A. slowly B. clearly C. quietly D. immediately 15. A. pride B. patience C. courage D. doubt 16. A. so B. though C. because D. until 17. A. solution B. excuse C. rule D. survey 18. A. examined B. protected C. delivered D. cleaned 19. A. mistake B. promise C. choice D. change 20. A. trust B. hope C. luck D. plan 【导语】 本文是一篇记叙文，取材于酒店日常服务实景，讲述酒店前台工作人员耐心接待客人投诉、及时联系维修人员、主动提供解决方案、全程贴心服务，最终挽回客人信任的完整过程。 【答案】 11.B　12.C　13.A　14.D　15.B　16.C　17.A　18.C　19.B　20.A 【逐题解析】 11. 名词辨析。根据后文空调噪音影响休息可知客人提出投诉，complaint（投诉）符合语境。故选B。 12. 副词辨析。前台认真倾听客人反馈，carefully（认真地、仔细地）贴合服务场景。故选C。 13. 名词辨析。因设备问题给客人带来不好体验，工作人员真诚道歉，apology为固定服务场景用词。故选A。 14. 副词辨析。接到投诉后立刻联系维修人员处理问题，immediately体现及时高效的服务态度。故选D。 15. 名词辨析。客人详细诉说问题时，工作人员全程保持耐心，show patience 为常用搭配。故选B。 16. 连词辨析。维修耗时较长，原因是需要更换新零件，前后为因果关系，用because。故选C。 17. 名词辨析。后文给出两种备选处理方式，属于切实可行的解决办法，solution符合句意。故选A。 18. 动词辨析。酒店将客人的行李运送至新房间，delivered表示递送、运送，贴合酒店服务场景。故选C。 19. 名词辨析。工作人员承诺后续复查房间设备，make a promise 表示作出承诺，符合语境。故选B。 20. 名词辨析。专业、贴心的服务重新建立起客人对酒店的信任，trust贴合文章主旨。故选A。 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：基于中职学生英语知识不牢固、学习内驱力不够的学情特点，为提高学习效率，辅助教师抓好课前、课中、课后三个教学环节，本专辑依据最新《中等职业学校英语课程标准》，打造契合广西职教高考命题特色的【广西专用】《英语 基础模块3》（高教版第三版）《一课一练》，专辑共40练。 　　本卷为《英语 基础模块3》（高教版第三版）Unit 4 Customer Service（Culture Understanding & Group Work）的课前预习和课堂检测。 《英语 基础模块3》（高教版第三版） Unit 4 Customer Service 一课一练（5）（Culture Understanding & Group Work） 【课前预习】 一、核心词汇检测 1. n. 耐心____ 2. n. 要求____ 3. v. 减少；降低____ 4. n. 真诚____ 5. v. 承诺____ 6. adj. 准备充分的____ 7. n. 压力____ 8. n. 谈判____ 二、课文重点短语 1. conduct business____ 2. hand out a proposal____ 3. small talk____ 4. be on time for____ 5. act in a reserved manner____ 6. place a high value on trust____ 三、课文难句翻译 1. 原句：When doing business in Türkiye, you should have enough patience. 2. 原句：In France, you are expected to act in a reserved manner at business meetings. 3. 原句：Filipinos place a high value on trust and often make meeting arrangements well ahead of time. 【课堂检测】 一、词汇单选 1. Good service workers show ______ when a customer needs time to explain a problem. A. pattern B. passage C. payment D. patience 2. The customer made a reasonable ______ for a replacement. A. result B. request C. reply D. return 3. The shop decided to ______ the price by ten percent after the delay. A. repeat B. replace C. reduce D. receive 4. The company kept its ______ and sent the correct goods the next morning. A. project B. program C. product D. promise 5. Business visitors should be well ______ before an important meeting in China. A. prepared B. prevented C. presented D. produced 6. Some business people dislike strong ______ and tight deadlines. A. pleasure B. pressure C. practice D. purpose 7. Both sides reached an agreement after a long ______. A. navigation B. narration C. negotiation D. notification 8. A sincere apology helps customers feel the company’s ______. A. service B. silence C. safety D. sincerity 9. In many cultures, arriving ______ shows respect for business partners. A. on time B. by accident C. in danger D. at random 10. Successful partners often place a high value ______ trust. A. at B. on C. for D. with 二、选词填空 A local resort hotel often pays great attention to guest experience. One day, the hotel received a serious 11_____ from a staying guest. He said the air conditioner in his room made continuous noise and influenced his rest. The front-desk staff listened 12_____ and kept a clear record of the problem. She showed full respect and gave a sincere 13_____ to the guest for the bad experience. Right away, she called the maintenance team 14_____ to arrange on-site checking. The staff showed great 15_____ when the guest described his trouble in detail. She told the guest that the repair might take about thirty minutes16_____ certain new parts had to be replaced. To reduce inconvenience, she provided a useful 17_____: the guest could either relax in the hotel lounge or change to a quiet spare room. The guest finally chose to move to a new room. All his luggage was 18_____ to the new room in less than ten minutes. Before the guest left the front desk, the staff made a serious 19_____ to double-check the new room’s equipment later. Such professional service successfully rebuilt the guest’s 20_____ in the hotel’s management. 11. A. praise B. complaint C. gift D. notice 12. A. secretly B. carelessly C. carefully D. suddenly 13. A. apology B. suggestion C. comment D. decision 14. A. slowly B. clearly C. quietly D. immediately 15. A. pride B. patience C. courage D. doubt 16. A. so B. though C. because D. until 17. A. solution B. excuse C. rule D. survey 18. A. examined B. protected C. delivered D. cleaned 19. A. mistake B. promise C. choice D. change 20. A. trust B. hope C. luck D. plan 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 $