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** 紧扣中职英语《基础模块3》Unit 4，B卷能力提升卷通过真实客服情境与跨文化素材，覆盖词汇、语法、交际等核心考点，适配单元复习，提升语言运用与文化意识。 **题型特征** |题型|题量/分值|知识覆盖|命题特色| |----|-----------|----------|----------| |词汇与语法|25题/25分|单词辨音（1-5题）、词义选择（6-15题）、语法运用（含过去完成时、虚拟语气等，16-25题）|基础巩固到能力提升，梯度分布| |情景交际|15题/30分|简短对话（26-35题）、补全对话（36-40题），围绕退换货、投诉等客服场景|真实情境创设，提升语言运用能力| |阅读理解|10题/20分|客服案例（A篇）、跨文化商务（B篇），考查细节与主旨|融入文化意识，培养思维品质| |英汉互译|5题/15分|客服相关句子翻译（51-55题）|综合语言转换，强化学习能力| |应用写作|1题/10分|投诉邮件回复（56题）|真实应用任务，提升综合表达|

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：70分钟 满分：100分 班级_____姓名_____学号_____成绩_____ 综合卷Ⅰ（75分） 一、词汇与语法（共25小题，每小题1分，满分25分） （一）单词辨音 从下列各题的A、B、C三个选项中选出画线部分发音不同的一项。 1．arrange A．return B．prefer C．next 2．patience A．jacket B．date C．lamp 3．promise A．smile B．simple C．picture 4．complaint A．bottle B．moment C．orange 5．battery A．glad B．basic C．happy （二）词义选择 从下列各题的A、B、C三个选项中选出与画线单词意思最接近的选项。 6．Excuse me, I want to make a complaint about this product. A. 日历 B. 庆祝 C. 投诉 7．The staff exchanged the broken product for a new one. A. 表达 B. 期待 C. 调换 8．I would like to express my sincere thanks for your help. A. 标志 B. 真诚的 C. 收获 9．We must find a good solution to the delivery problem. A. 装饰 B. 解决办法 C. 庆祝 10．The delay was due to a problem with the logistics partner. A. 传统的 B. 延误 C. 典型的 11．They reduced the price by 15% to make up for the loss. A. 装饰 B. 欣赏 C. 减少；降低 12．She had enough patience to wait for an hour at the center. A. 相似的 B. 典型的 C. 耐心 13．The manager promised a discount for the delayed delivery. A. 期待 B. 装饰 C. 承诺 14．There is a blank screen on the device even after charging. A. 典型的 B. 相似的 C. 空白的 15．I must check the order number before I can help you. A. 表达 B. 核对 C. 庆祝 （三）语法运用 从下列各题的A、B、C三个选项中选出一个最佳选项。 16．______ the delay was due to bad weather, we still apologized. A. Although B. Unless C. Because 17．You should charge the battery ______ it is empty. A. before B. since C. while 18．______ you want a refund, show the original receipt. A. So that B. If C. Even though 19．They called many times ______ the customer would get the goods. A. in order that B. whether C. as if 20．The delay was ______ serious ______ people asked for refunds. A. too ... to B. such ... that C. either ... or 21．By the time the manager came, the staff ______ the problem. A. solved B. solves C. had solved 22．If I ______ the receipt, I could have asked for a refund. A. will keep B. had kept C. keep 23．Not until the customer complained ______ the mistake. A. did the staff find B. found the staff C. the staff found 24．It was his patience ______ won the customer's trust. A. which B. that C. so 25．The parcels ______ back to the warehouse yesterday. A. were sent B. are sent C. send 二、情景交际（共15小题，每小题2分，共30分） （一）简短对话 从下列各题的A、B、C三个选项中选出一个能回答或承接所给对话的最佳选项。 26．Speaker A: My order arrived two weeks late. Speaker B: ________. A. That sounds like good news. B. You should order more items. C. I am very sorry to hear that. 27．Speaker A: Can I exchange this for a different size? Speaker B: ________. A. Sure, do you have the receipt? B. No, we never do exchanges. C. The size looks fine. 28．Speaker A: What is the problem with your laptop? Speaker B: ________. A. It is a popular model. B. The screen goes blank sometimes. C. I use it every day. 29．Speaker A: Is this product still under guarantee? Speaker B: ________. A. The product is out of stock. B. You bought it long ago. C. Yes, it is covered for twelve months. 30．Speaker A: Can you arrange a new delivery for me? Speaker B: ________. A. Of course, we will send it now. B. I cannot get your address. C. The truck has no gas. 31．Speaker A: Why was my package sent to the wrong place? Speaker B: ________. A. We do not ship there. B. The staff put the wrong address. C. Your package was not sent. 32．Speaker A: How much discount can you give me? Speaker B: ________. A. We never give any discounts. B. The full price is required. C. We can offer ten percent off. 33．Speaker A: I want to speak to the manager. Speaker B: ________. A. Please wait, I will call him. B. You cannot meet the manager. C. The manager left the company. 34．Speaker A: What if the product breaks again? Speaker B: ________. A. You should throw it away. B. Just bring it back to us. C. It will not break again. 35．Speaker A: I am sorry, but I need a refund. Speaker B: ________. A. Refunds are not possible. B. You waited too long. C. We will process the refund now. （二）补全对话 阅读下面的对话，从对话后所给的A—G七个选项中选出五个能填入空白处的最佳选项。 Tom: Hello, Ms. Zhang. I heard you run an online store. How is it going? Ms. Zhang: Not so well this week. 36. ______ Tom: What happened exactly? Ms. Zhang: 37. ______ Tom: That sounds serious. What did you do about it? Ms. Zhang: 38. ______ Tom: And how did the customer react? Ms. Zhang: 39. ______ Tom: That is good to hear. What is your plan now? Ms. Zhang: 40. ______ Tom: Great idea. Improving service is always the right thing to do. A. I have just dealt with a difficult complaint. B. I immediately arranged a second shipment for him. C. Who did you send the package to? D. She was very understanding and thanked me for it. E. Did you give her any extra discount? F. I want to improve our delivery system for future orders. G. A customer's package went to the wrong city by mistake. 三、阅读理解（共10小题，每小题2分，共20分） 阅读下列两篇短文，根据短文内容从每题所给的A、B、C三个选项中选出一个最佳选项。 A Mr. Chen runs a small electronics repair shop in a busy neighborhood. One afternoon, a young woman came in with a broken tablet. The screen was cracked and the device would not turn on at all. "I need this tablet for my online classes," she said with great worry. Mr. Chen examined the tablet carefully and told her it would take about two days to fix. The young woman looked deeply disappointed because her exam was only three days away. Mr. Chen understood how important this was, so he decided to work extra hours that evening. He stayed in the shop until midnight, replacing the broken screen and repairing the internal circuit. The next morning, he called the woman and told her the tablet was ready. She was overjoyed and could not stop thanking him. "You are a lifesaver!" she said. Mr. Chen smiled and replied, "That is what customer service is all about—helping people when they need it most." He even gave her a 10% discount because the repair was completed faster than promised. 41．What was wrong with the woman's tablet? A. It had too many files on it. B. It was just out of battery. C. Its screen was cracked completely. 42．Why was the woman so worried about her tablet? A. She planned to buy a new one. B. She wanted to sell the tablet. C. She needed it for an exam soon. 43．What did Mr. Chen do that evening? A. He called in another repairman. B. He went home and watched TV. C. He worked late to fix the tablet. 44．How did the woman feel when she got her tablet back? A. She asked for more discount. B. She was overjoyed and grateful. C. She was still quite angry. 45．What is customer service about according to Mr. Chen? A. Fixing broken things very fast. B. Making the most money possible. C. Helping people in great need. B When doing business around the world, understanding different business cultures is very important. In China, people are expected to be well prepared for meetings. You should bring enough copies of your proposal and arrive on time. Being late is considered very impolite. Small talk at the beginning of a meeting is also seen as important for building good relationships. In Türkiye, business people value patience very highly. They do not like pressure or strict deadlines. You may need several meetings before reaching any agreement. In France, you should behave in a reserved manner at business meetings. Sharing too much personal information is seen as unprofessional rather than friendly. In the Philippines, trust is the most important thing in business. Local business partners believe that good things come to those who wait, and meetings are often arranged a month in advance. Understanding these cultural differences can help you avoid costly misunderstandings and build successful international partnerships. 46．What is important at the start of a meeting in China? A. Sharing personal stories first. B. Small talk and preparation. C. Discussing prices right away. 47．What do Turkish business people value most? A. Patience in all dealings. B. Quick decision-making skills. C. Formal business clothing. 48．How should you behave in a French business meeting? A. In a reserved and formal way. B. With lots of personal stories. C. In a very casual and relaxed way. 49．How far in advance do Filipinos often arrange meetings? A. About one month ahead of time. B. Just a day before the event. C. Around one week in advance. 50．What is the main purpose of this passage? A. To discuss how to travel abroad. B. To explain different business cultures. C. To advertise products to foreigners. 综合卷Ⅱ（25分） 四、英汉互译（共5小题，每小题3分，满分15分） 51．Can I have the product exchanged or get a refund? _____________________________________________ 52．Due to the delay, the delivery caused loss to our business. _____________________________________________ 53．We will make sure you receive the right goods tomorrow. _____________________________________________ 54．因为我弄错了地址，包裹被送到了错误的城市。 _____________________________________________ 55．只要出示收据，我们就会退还全款。 _____________________________________________ 五、应用写作（满分10分） 56．假如你是售后客服李华，请根据以下提示回复一封客户投诉邮件： 1. 对客户的不便表示道歉； 2. 解释延误原因是物流公司系统出错； 3. 提出解决方案（重新发货+15%折扣）； 4. 表达希望继续合作的意愿。 注意：词数80左右。 _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 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：70分钟 满分：100分 班级_____姓名_____学号_____成绩_____ 综合卷Ⅰ（75分） 一、词汇与语法（共25小题，每小题1分，满分25分） （一）单词辨音 从下列各题的A、B、C三个选项中选出画线部分发音不同的一项。 1．arrange A．return B．prefer C．next 【答案】C 【详解】考查字母 e 的发音。arrange、return、prefer 中 e 发 /ɪ/，next 中 e 发 /e/，发音不同。故选 C。 2．patience A．jacket B．date C．lamp 【答案】B 【详解】考查字母 a 的发音。patience、jacket、lamp 中 a 发 /æ/，date 中 a 发 /eɪ/，发音不同。故选 B。 3．promise A．smile B．simple C．picture 【答案】A 【详解】考查字母 i 的发音。promise、simple、picture 中 i 发 /ɪ/，smile 中 i 发 /aɪ/，发音不同。故选 A。 4．complaint A．bottle B．moment C．orange 【答案】B 【详解】考查字母 o 的发音。complaint、bottle、orange 中 o 发 /ɒ/，moment 中 o 发 /əʊ/，发音不同。故选 B。 5．battery A．glad B．basic C．happy 【答案】B 【详解】考查字母 a 的发音。battery、glad、happy 中字母 a 发 /æ/；basic 中字母 a 发 /eɪ/，发音不同。故选 B。 （二）词义选择 从下列各题的A、B、C三个选项中选出与画线单词意思最接近的选项。 6．Excuse me, I want to make a complaint about this product. A. 日历 B. 庆祝 C. 投诉 【答案】C 【详解】考查词义。"complaint"在句中表示"投诉"。庆祝和日历与句意不符。故选C。 7．The staff exchanged the broken product for a new one. A. 表达 B. 期待 C. 调换 【答案】C 【详解】考查词义。"exchange"在句中表示"调换"。表达和期待与句意不符。故选C。 8．I would like to express my sincere thanks for your help. A. 标志 B. 真诚的 C. 收获 【答案】B 【详解】考查词义。"sincere"在句中表示"真诚的"。标志和收获与句意不符。故选B。 9．We must find a good solution to the delivery problem. A. 装饰 B. 解决办法 C. 庆祝 【答案】B 【详解】考查词义。"solution"在句中表示"解决办法"。庆祝和装饰与句意不符。故选B。 10．The delay was due to a problem with the logistics partner. A. 传统的 B. 延误 C. 典型的 【答案】B 【详解】考查词义。"delay"在句中表示"延误"。典型的和传统的与句意不符。故选B。 11．They reduced the price by 15% to make up for the loss. A. 装饰 B. 欣赏 C. 减少；降低 【答案】C 【详解】考查词义。"reduce"在句中表示"减少；降低"。欣赏和装饰与句意不符。故选C。 12．She had enough patience to wait for an hour at the center. A. 相似的 B. 典型的 C. 耐心 【答案】C 【详解】考查词义。"patience"在句中表示"耐心"。相似的和典型的与句意不符。故选C。 13．The manager promised a discount for the delayed delivery. A. 期待 B. 装饰 C. 承诺 【答案】C 【详解】考查词义。"promise"在句中表示"承诺"。期待和装饰与句意不符。故选C。 14．There is a blank screen on the device even after charging. A. 典型的 B. 相似的 C. 空白的 【答案】C 【详解】考查词义。"blank"在句中表示"空白的"。典型的和相似的与句意不符。故选C。 15．I must check the order number before I can help you. A. 表达 B. 核对 C. 庆祝 【答案】B 【详解】考查词义。"check"在句中表示"核对"。表达和庆祝与句意不符。故选B。 （三）语法运用 从下列各题的A、B、C三个选项中选出一个最佳选项。 16．______ the delay was due to bad weather, we still apologized. A. Although B. Unless C. Because 【答案】A 【详解】考查Although引导让步状语从句。从句=因天气延误，主句=仍道歉，构成"虽然……仍……"。Because变成因果关系不通、Unless="除非"不当。 17．You should charge the battery ______ it is empty. A. before B. since C. while 【答案】A 【详解】考查before引导时间状语从句。before="在……之前"，强调应在耗尽前充电。since表原因、while表同时，不能表达时间先后。 18．______ you want a refund, show the original receipt. A. So that B. If C. Even though 【答案】B 【详解】考查if引导条件状语从句。if="如果"，退款条件是出示收据。So that表目的、Even though表让步，均无法构成条件→结果逻辑。 19．They called many times ______ the customer would get the goods. A. in order that B. whether C. as if 【答案】A 【详解】考查in order that引导目的状语从句。多次致电的目的是让顾客收到货。as if="好像"、whether="是否"不通。 20．The delay was ______ serious ______ people asked for refunds. A. too ... to B. such ... that C. either ... or 【答案】B 【详解】考查such...that引导结果状语从句。such修饰名词delay，that引出结果"顾客要求退款"。too...to后接不定式、either...or表选择。 21．By the time the manager came, the staff ______ the problem. A. solved B. solves C. had solved 【答案】C 【详解】考查过去完成时。by the time+过去时点，主句动作用had done表"在……之前已完成"。solved过去、solves现在均不对。 22．If I ______ the receipt, I could have asked for a refund. A. will keep B. had kept C. keep 【答案】B 【详解】考查虚拟语气与过去事实相反。if从句与过去事实相反用had done。keep真实条件、will keep将来时，均不能构成虚拟过去。 23．Not until the customer complained ______ the mistake. A. did the staff find B. found the staff C. the staff found 【答案】A 【详解】考查Not until倒装。not until位于句首，主句需部分倒装did+主语+动词原形。正常语序和全部倒装均不符合规则。 24．It was his patience ______ won the customer's trust. A. which B. that C. so 【答案】B 【详解】考查强调句型It is/was...that。强调主语his patience，用that构成固定结构。so用于结果、which用于定语从句，非强调结构。 25．The parcels ______ back to the warehouse yesterday. A. were sent B. are sent C. send 【答案】A 【详解】考查一般过去被动语态。主语parcels是send的承受者，yesterday要求过去时，故用were sent。are sent现在被动、send主动均错。 二、情景交际（共15小题，每小题2分，共30分） （一）简短对话 从下列各题的A、B、C三个选项中选出一个能回答或承接所给对话的最佳选项。 26．Speaker A: My order arrived two weeks late. Speaker B: ________. A. That sounds like good news. B. You should order more items. C. I am very sorry to hear that. 【答案】C 【详解】考查投诉回应交际应答。Speaker A 反映订单延迟两周，客服应首先表达歉意。C 项“I am very sorry to hear that.”表示抱歉，是标准的投诉回应用语。A 项“That sounds like good news.”说听起来是好消息，与客户的不满完全相反；B 项“You should order more items.”建议多买东西，对延迟问题毫无回应。故选 C。 27．Speaker A: Can I exchange this for a different size? Speaker B: ________. A. Sure, do you have the receipt? B. No, we never do exchanges. C. The size looks fine. 【答案】A 【详解】考查退换货请求交际应答。Speaker A 询问能否换尺码，店员应配合并核实凭证。A 项“Sure, do you have the receipt?”同意换货并要求出示收据，符合退换货流程。B 项“No, we never do exchanges.”直接拒绝，不符合正常商家服务态度；C 项“The size looks fine.”评价尺码合适，回避了客户的换货请求。故选 A。 28．Speaker A: What is the problem with your laptop? Speaker B: ________. A. It is a popular model. B. The screen goes blank sometimes. C. I use it every day. 【答案】B 【详解】考查故障描述交际应答。Speaker A 询问笔记本电脑有什么问题，应描述具体故障现象。B 项“The screen goes blank sometimes.”说明屏幕偶尔黑屏，直接回答了故障问题。A 项“It is a popular model.”说型号畅销，未描述故障；C 项“I use it every day.”说使用频率，答非所问。故选 B。 29．Speaker A: Is this product still under guarantee? Speaker B: ________. A. The product is out of stock. B. You bought it long ago. C. Yes, it is covered for twelve months. 【答案】C 【详解】考查保修查询交际应答。Speaker A 询问产品是否还在保修期内，应给出明确的保修状态。C 项“Yes, it is covered for twelve months.”确认在保修期内并说明时长，直接回答了保修问题。A 项“The product is out of stock.”说产品缺货，与保修问题无关；B 项“You bought it long ago.”说购买时间久，暗示不在保修期但未明确回答。故选 C。 30．Speaker A: Can you arrange a new delivery for me? Speaker B: ________. A. Of course, we will send it now. B. I cannot get your address. C. The truck has no gas. 【答案】A 【详解】考查重新配送请求交际应答。Speaker A 请求重新安排配送，客服应积极回应。A 项“Of course, we will send it now.”同意并承诺立即发货，直接回应了配送请求。B 项“I cannot get your address.”说无法获取地址，消极应对且未提供解决方案；C 项“The truck has no gas.”说卡车没油，找借口推脱，不专业。故选 A。 31．Speaker A: Why was my package sent to the wrong place? Speaker B: ________. A. We do not ship there. B. The staff put the wrong address. C. Your package was not sent. 【答案】B 【详解】考查差错原因询问交际应答。Speaker A 询问包裹为何送错地址，应解释具体原因。B 项“The staff put the wrong address.”说明工作人员填错地址，直接解释了送错的原因。A 项“We do not ship there.”说不往那里发货，与已送达错误地址的事实矛盾；C 项“Your package was not sent.”说包裹没发出，与“送错地方”矛盾。故选 B。 32．Speaker A: How much discount can you give me? Speaker B: ________. A. We never give any discounts. B. The full price is required. C. We can offer ten percent off. 【答案】C 【详解】考查折扣协商交际应答。Speaker A 询问能给多少折扣，应给出具体的折扣方案。C 项“We can offer ten percent off.”提出九折优惠，直接回答了折扣幅度。A 项“We never give any discounts.”直接拒绝，态度生硬且不符合商务惯例；B 项“The full price is required.”要求全价，拒绝让步，不利于客户关系维护。故选 C。 33．Speaker A: I want to speak to the manager. Speaker B: ________. A. Please wait, I will call him. B. You cannot meet the manager. C. The manager left the company. 【答案】A 【详解】考查升级投诉交际应答。Speaker A 要求与经理沟通，客服应协助联系。A 项“Please wait, I will call him.”表示稍等并去呼叫经理，符合客服应对升级请求的规范。B 项“You cannot meet the manager.”直接拒绝，不合情理且态度差；C 项“The manager left the company.”说经理离职，虽是拒绝但理由不合常理。故选 A。 34．Speaker A: What if the product breaks again? Speaker B: ________. A. You should throw it away. B. Just bring it back to us. C. It will not break again. 【答案】B 【详解】考查售后保障交际应答。Speaker A 担心产品再次出故障，应提供售后方案。B 项“Just bring it back to us.”表示可以送回维修，提供了明确的售后保障。A 项“You should throw it away.”建议扔掉，不负责任且消极；C 项“It will not break again.”打包票说不会再坏，缺乏依据且无法解决问题。故选 B。 35．Speaker A: I am sorry, but I need a refund. Speaker B: ________. A. Refunds are not possible. B. You waited too long. C. We will process the refund now. 【答案】C 【详解】考查退款请求交际应答。Speaker A 表示需要退款，客服应配合处理。C 项“We will process the refund now.”表示立即处理退款，积极回应了客户需求。A 项“Refunds are not possible.”直接拒绝退款，态度生硬且未说明理由；B 项“You waited too long.”指责客户等太久，推卸责任且不合服务规范。故选 C。 （二）补全对话 阅读下面的对话，从对话后所给的A—G七个选项中选出五个能填入空白处的最佳选项。 Tom: Hello, Ms. Zhang. I heard you run an online store. How is it going? Ms. Zhang: Not so well this week. 36. ______ Tom: What happened exactly? Ms. Zhang: 37. ______ Tom: That sounds serious. What did you do about it? Ms. Zhang: 38. ______ Tom: And how did the customer react? Ms. Zhang: 39. ______ Tom: That is good to hear. What is your plan now? Ms. Zhang: 40. ______ Tom: Great idea. Improving service is always the right thing to do. A. I have just dealt with a difficult complaint. B. I immediately arranged a second shipment for him. C. Who did you send the package to? D. She was very understanding and thanked me for it. E. Did you give her any extra discount? F. I want to improve our delivery system for future orders. G. A customer's package went to the wrong city by mistake. 【答案】 36. A 37. G 38. B 39. D 40. F 【解析】 36．A 上文说不太顺利，A项说刚处理了一件棘手的投诉，解释原因。 37．G 上文问具体发生了什么，G项描述顾客包裹被错送到别的城市。 38．B 上文问怎么处理的，B项说立即安排第二次发货，体现积极服务。 39．D 上文问顾客反应，D项说顾客很理解并表示感谢，结果积极。 40．F 上文问未来计划，F项说想改进配送系统，为长期规划。 三、阅读理解（共10小题，每小题2分，共20分） 阅读下列两篇短文，根据短文内容从每题所给的A、B、C三个选项中选出一个最佳选项。 A Mr. Chen runs a small electronics repair shop in a busy neighborhood. One afternoon, a young woman came in with a broken tablet. The screen was cracked and the device would not turn on at all. "I need this tablet for my online classes," she said with great worry. Mr. Chen examined the tablet carefully and told her it would take about two days to fix. The young woman looked deeply disappointed because her exam was only three days away. Mr. Chen understood how important this was, so he decided to work extra hours that evening. He stayed in the shop until midnight, replacing the broken screen and repairing the internal circuit. The next morning, he called the woman and told her the tablet was ready. She was overjoyed and could not stop thanking him. "You are a lifesaver!" she said. Mr. Chen smiled and replied, "That is what customer service is all about—helping people when they need it most." He even gave her a 10% discount because the repair was completed faster than promised. 41．What was wrong with the woman's tablet? A. It had too many files on it. B. It was just out of battery. C. Its screen was cracked completely. 42．Why was the woman so worried about her tablet? A. She planned to buy a new one. B. She wanted to sell the tablet. C. She needed it for an exam soon. 43．What did Mr. Chen do that evening? A. He called in another repairman. B. He went home and watched TV. C. He worked late to fix the tablet. 44．How did the woman feel when she got her tablet back? A. She asked for more discount. B. She was overjoyed and grateful. C. She was still quite angry. 45．What is customer service about according to Mr. Chen? A. Fixing broken things very fast. B. Making the most money possible. C. Helping people in great need. 【答案】41．C 42．C 43．C 44．B 45．C 【导语】本文讲述了陈先生加班加点为顾客修平板的暖心故事，展现了"急客户之所急"的客服精神。 【详解】 41细节理解题。原文"The screen was cracked and the device would not turn on"说明屏幕碎了无法开机。 42细节理解题。原文"exam was only three days away"说明三天后有考试急需平板。 43细节理解题。原文"worked extra hours...stayed until midnight"表明他加班修理到深夜。 44细节理解题。原文"overjoyed and could not stop thanking him"表明她欣喜感激。 45细节理解题。原文引用"helping people when they need it most"为核心理念。 B When doing business around the world, understanding different business cultures is very important. In China, people are expected to be well prepared for meetings. You should bring enough copies of your proposal and arrive on time. Being late is considered very impolite. Small talk at the beginning of a meeting is also seen as important for building good relationships. In Türkiye, business people value patience very highly. They do not like pressure or strict deadlines. You may need several meetings before reaching any agreement. In France, you should behave in a reserved manner at business meetings. Sharing too much personal information is seen as unprofessional rather than friendly. In the Philippines, trust is the most important thing in business. Local business partners believe that good things come to those who wait, and meetings are often arranged a month in advance. Understanding these cultural differences can help you avoid costly misunderstandings and build successful international partnerships. 46．What is important at the start of a meeting in China? A. Sharing personal stories first. B. Small talk and preparation. C. Discussing prices right away. 47．What do Turkish business people value most? A. Patience in all dealings. B. Quick decision-making skills. C. Formal business clothing. 48．How should you behave in a French business meeting? A. In a reserved and formal way. B. With lots of personal stories. C. In a very casual and relaxed way. 49．How far in advance do Filipinos often arrange meetings? A. About one month ahead of time. B. Just a day before the event. C. Around one week in advance. 50．What is the main purpose of this passage? A. To discuss how to travel abroad. B. To explain different business cultures. C. To advertise products to foreigners. 【答案】46．B 47．A 48．A 49．A 50．B 【导语】本文介绍了中国、土耳其、法国和菲律宾四国的商务文化差异，旨在帮助读者避免跨文化误解，是一篇说明文。 【详解】 46细节理解题。原文"Small talk is important"和"be well prepared"表明寒暄和准备都很重要。 47细节理解题。原文"value patience very highly"表明他们最看重耐心。 48细节理解题。原文"behave in a reserved manner"且"avoid sharing personal information"表明应克制正式。 49细节理解题。原文"as far as a month ahead"明确说提前一个月安排。B项一天、C项一周均数倍少于原文数据。 50主旨大意题。全文围绕四国商务文化差异展开，末句总结"Understanding...can help build partnerships"。 综合卷Ⅱ（25分） 四、英汉互译（共5小题，每小题3分，满分15分） 51．Can I have the product exchanged or get a refund? _____________________________________________ 【答案】我可以换货或者退款吗？ 【详解】考查翻译能力。需准确传达原句含义并符合目标语言的表达习惯。 52．Due to the delay, the delivery caused loss to our business. _____________________________________________ 【答案】由于延误，这次递送给我们的生意造成了损失。 【详解】考查翻译能力。需准确传达原句含义并符合目标语言的表达习惯。 53．We will make sure you receive the right goods tomorrow. _____________________________________________ 【答案】我们将确保你明天收到正确的货品。 【详解】考查翻译能力。需准确传达原句含义并符合目标语言的表达习惯。 54．因为我弄错了地址，包裹被送到了错误的城市。 _____________________________________________ 【答案】The package was sent to the wrong city because I put down the wrong address. 【详解】考查翻译能力。需准确传达原句含义并符合目标语言的表达习惯。 55．只要出示收据，我们就会退还全款。 _____________________________________________ 【答案】As long as you show the receipt, we will give you a full refund. 【详解】考查翻译能力。需准确传达原句含义并符合目标语言的表达习惯。 五、应用写作（满分10分） 56．假如你是售后客服李华，请根据以下提示回复一封客户投诉邮件： 1. 对客户的不便表示道歉； 2. 解释延误原因是物流公司系统出错； 3. 提出解决方案（重新发货+15%折扣）； 4. 表达希望继续合作的意愿。 注意：词数80左右。 _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________【答案】 Dear Customer, Thank you for contacting us about the delayed delivery. I would like to express our sincere apology for the inconvenience caused. After checking with our logistics partner, we found that a system error led to the package being sent to the wrong address. To make up for this, we have arranged a new delivery and the correct goods will arrive within two days. We will also reduce the price of your order by 15% as a gesture of goodwill. We truly value your trust and hope to continue serving you. If you have any questions, please feel free to contact us. Yours sincerely, Li Hua 【词汇积累】 express apology 表达歉意 / logistics partner 物流合作方 / system error 系统错误 / make up for 弥补 / gesture of goodwill 善意的表示 【句式拓展】 道歉→解释原因→解决方案→合作意愿，四层递进，符合商务投诉回复邮件的规范结构。 【点睛】 用sincere apology升级sorry, gesture of goodwill体现商务专业度。feel free to contact us为书信常用礼貌结尾。 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 $