4.1 Customer Service（Warming up; Listening and Speaking）-《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** 围绕中职英语Unit 4 Customer Service，采用课前预习与课堂检测分层设计，通过词汇识记、句型感知到情景应用的递进路径巩固语言能力，适配课前课中教学环节，助力提升学习效率。 **分层设计** |层次|知识覆盖|设计特色| |----|----------|----------| |课前预习|核心词汇（8词）、交际句型（5组）|基础识记题型，强化词汇拼写与句型感知，奠定语言能力基础| |课堂检测|词汇应用（5题）、情景交际（10题）|单选与情景对话结合，从词汇辨析到真实交际场景应用，提升语言运用与思维品质|

　　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（Warming up; Listening and Speaking）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（1）（Warming up; Listening and Speaking） 【课前预习】 一、核心词汇检测 1. n. 电池____ 2. n. 不便；麻烦____ 3. n. 投诉____ 4. v. 充电____ 5. n. 收据____ 6. n. 保修期；保证____ 7. v. 调换____ 8. v. 退款____ 二、核心交际句型 1.— Excuse me, I would like to make a complaint. — I’m sorry to hear that. What seems to be the problem? 2.— I’d like to have this sports watch refunded. — Would you please show me your receipt? 3.— Even if I charge it all night, it still does not work. — We’ll get it checked immediately. 4.— Is the watch still under guarantee? — Yes. We can exchange it for a new one. 5.— Thank you for dealing with the problem. — It’s my pleasure. Thank you for your patience. 【课堂检测】 一、词汇单选 1. Please keep the ______ because it shows when and where you bought the watch. A. record B. recipe C. report D. receipt 2. The phone is still under ______, so the service center will repair it for free. A. guard B. guarantee C. guidance D. greeting 3. The customer asked the shop to ______ the wrong-size jacket for a larger one. A. examine B. explain C. exchange D. excuse 4. The battery is empty. Please ______ it before you use the device. A. change B. challenge C. check D. charge 5. The hotel apologized for the ______ caused by the lack of hot water. A. information B. invitation C. invention D. inconvenience 二、情景交际 6. — Excuse me, I’d like to make a complaint. — ______ A. Have a good trip. B. I’m sorry to hear that. What’s the problem? C. That is all right. D. See you tomorrow. 7. — The screen stays blank even after I restart the phone. — ______ A. The color is popular. B. It opens at nine. C. We’ll get it checked right away. D. You bought a nice case. 8. — Would you please show me your receipt? — ______ A. Never mind. B. Not at all. C. I agree with you. D. Sure. Here you are. 9. — What can I do for you, madam? — ______ A. I’d like to have this coat exchanged. B. I work near the store. C. The bus is coming. D. It is sunny today. 10. — I’m sorry for the delayed delivery. — ______ Please send it before Friday. A. I have no order. B. I understand, but I need it soon. C. The price is blue. D. You cannot call me. 11. — When did you buy the sports watch? — ______ A. At the service desk. B. For my brother. C. Last month. D. With a bank card. 12. — We’ve exchanged a new battery for you. Is that OK? — ______ A. The battery is small. B. You are a customer. C. I bought two. D. Yes, thank you for your help. 13. — I’m afraid we cannot give you a cash refund without the receipt. — ______ A. I like cash very much. B. The shop is on the left. C. Could you offer another solution? D. Please close the window. 14. — Thank you for your patience. The repair is finished. — ______ A. I have no patience. B. That’s great. May I check the phone now? C. The repair shop is busy. D. Finish it next year. 15. — The room has no hot water again. — ______ A. Hot water is useful. B. Your room is large. C. We apologize. A worker will come in ten minutes. D. The hotel has many rooms. 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（Warming up; Listening and Speaking）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（1）（Warming up; Listening and Speaking） 【课前预习】 一、核心词汇检测 1. n. 电池____ 2. n. 不便；麻烦____ 3. n. 投诉____ 4. v. 充电____ 5. n. 收据____ 6. n. 保修期；保证____ 7. v. 调换____ 8. v. 退款____ 【答案】1.battery 2.inconvenience 3.complaint 4.charge 5.receipt 6.guarantee 7.exchange 8.refund 二、核心交际句型 1.— Excuse me, I would like to make a complaint. — I’m sorry to hear that. What seems to be the problem? 2.— I’d like to have this sports watch refunded. — Would you please show me your receipt? 3.— Even if I charge it all night, it still does not work. — We’ll get it checked immediately. 4.— Is the watch still under guarantee? — Yes. We can exchange it for a new one. 5.— Thank you for dealing with the problem. — It’s my pleasure. Thank you for your patience. 【课堂检测】 一、词汇单选 1. Please keep the ______ because it shows when and where you bought the watch. A. record B. recipe C. report D. receipt 【答案】D 【解析】考查名词词义辨析。receipt意为“收据”，可证明购买时间和地点；其余选项分别为“记录”“食谱”“报告”，均不能直接作为购买凭证。 2. The phone is still under ______, so the service center will repair it for free. A. guard B. guarantee C. guidance D. greeting 【答案】B 【解析】考查固定搭配。under guarantee意为“在保修期内”，与免费维修的语境一致。 3. The customer asked the shop to ______ the wrong-size jacket for a larger one. A. examine B. explain C. exchange D. excuse 【答案】C 【解析】考查动词辨析。exchange A for B意为“用A调换B”，此处指换大一号夹克。 4. The battery is empty. Please ______ it before you use the device. A. change B. challenge C. check D. charge 【答案】D 【解析】考查动词词义。charge意为“给……充电”，battery与empty提供明确线索。 5. The hotel apologized for the ______ caused by the lack of hot water. A. information B. invitation C. invention D. inconvenience 【答案】D 【解析】考查名词辨析。inconvenience意为“不便”，apologize for the inconvenience是客服常用表达。 二、情景交际 6. — Excuse me, I’d like to make a complaint. — ______ A. Have a good trip. B. I’m sorry to hear that. What’s the problem? C. That is all right. D. See you tomorrow. 【答案】B 【解析】考查提出投诉后的回应。客服应先表示遗憾并询问问题，B项符合职业礼仪。 7. — The screen stays blank even after I restart the phone. — ______ A. The color is popular. B. It opens at nine. C. We’ll get it checked right away. D. You bought a nice case. 【答案】C 【解析】考查提供处理方案。顾客说明设备故障后，客服应安排检查，C项衔接自然。 8. — Would you please show me your receipt? — ______ A. Never mind. B. Not at all. C. I agree with you. D. Sure. Here you are. 【答案】D 【解析】考查回应请求。Here you are.用于递交对方所需物品，D项恰当。 9. — What can I do for you, madam? — ______ A. I’d like to have this coat exchanged. B. I work near the store. C. The bus is coming. D. It is sunny today. 【答案】A 【解析】考查服务场景。问句询问需求，A项明确提出换货要求。 10. — I’m sorry for the delayed delivery. — ______ Please send it before Friday. A. I have no order. B. I understand, but I need it soon. C. The price is blue. D. You cannot call me. 【答案】B 【解析】考查接受道歉并表达诉求。B项先表示理解，再提出送达期限。 11. — When did you buy the sports watch? — ______ A. At the service desk. B. For my brother. C. Last month. D. With a bank card. 【答案】C 【解析】考查时间问答。When询问购买时间，Last month直接作答。 12. — We’ve exchanged a new battery for you. Is that OK? — ______ A. The battery is small. B. You are a customer. C. I bought two. D. Yes, thank you for your help. 【答案】D 【解析】考查确认解决方案。D项接受换新并致谢，符合投诉处理流程。 13. — I’m afraid we cannot give you a cash refund without the receipt. — ______ A. I like cash very much. B. The shop is on the left. C. Could you offer another solution? D. Please close the window. 【答案】C 【解析】考查协商替代方案。无法退款时，顾客可礼貌询问其他解决办法。 14. — Thank you for your patience. The repair is finished. — ______ A. I have no patience. B. That’s great. May I check the phone now? C. The repair shop is busy. D. Finish it next year. 【答案】B 【解析】考查维修完成后的回应。B项表达满意并提出合理检查请求。 15. — The room has no hot water again. — ______ A. Hot water is useful. B. Your room is large. C. We apologize. A worker will come in ten minutes. D. The hotel has many rooms. 【答案】C 【解析】考查酒店投诉处理。C项包含道歉和明确行动，最符合专业客服表达。 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 $