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，A卷基础巩固，覆盖核心词汇与语法，通过真实客服情境训练语言应用能力，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| |----|-----------|----------|----------| |词汇与语法|25小题/25分|Unit 4核心词汇（如guarantee, delivery）、连词/时态等语法点|单词辨音结合发音规则，词义选择聚焦客服场景词汇| |情景交际|15小题/30分|投诉、道歉、查询等客服对话|简短对话模拟真实交互，补全对话构建完整沟通链，提升语言运用能力| |阅读理解|10小题/20分|顾客投诉处理、售后服务案例|短文选取真实服务场景，设问关注问题解决过程，培养思维品质与文化意识| |英汉互译|5小题/15分|投诉、道歉等单元核心句型|汉译英考查主动表达，英译汉强化理解，双向提升语言转换能力| |应用写作|1题/10分|投诉邮件格式与核心表达|提示性写作整合单元词汇（如“保修期”“全额退款”），培养学习策略与应用能力|

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：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．guarantee A．music B．cup C．bus 2．deliver A．river B．dinner C．find 3．apology A．stone B．office C．total 4．exchange A．ball B．walk C．fat 5．delivery A．white B．winter C．finish （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．The Mid-Autumn Festival is a time for family reunion. A. 日历 B. 庆祝 C. 团圆 7．People begin to decorate their homes with lights during festivals. A. 表达 B. 期待 C. 装饰；点缀 8．We are sorry for any inconvenience caused by the delay. A. 标志 B. 不便；麻烦 C. 收获 9．Please show me your receipt so I can check the order. A. 装饰 B. 收据 C. 庆祝 10．The company will refund the money if the product is faulty. A. 传统的 B. 退款 C. 典型的 11．I would like to express my sincere apology for the mistake. A. 装饰 B. 欣赏 C. 道歉 12．The guarantee covers all repairs within the first six months. A. 相似的 B. 典型的 C. 保修期 13．They arranged a second delivery for the missing packages. A. 期待 B. 装饰 C. 安排 14．You should be patient when dealing with customer complaints. A. 典型的 B. 相似的 C. 耐心的 15．Please make sure every order is delivered on time. A. 表达 B. 递送 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．We will send you the right leaflets tomorrow ______ it may take extra time. A. even though B. so that C. because 17．The staff put the wrong address on it ______ he was in a hurry. A. since B. if C. before 18．______ it is our fault, we will cover all the costs. A. Unless B. Since C. Although 19．I will check the order now ______ I can tell you the result. A. so that B. as if C. while 20．He stayed at the counter ______ speak to the manager. A. as long as B. in order to C. even if 21．The customer ______ her order number when she called yesterday. A. will give B. gives C. gave 22．You ______ sign your name here after checking the product. A. would B. should C. might 23．The earlier you report, the ______ it can be solved. A. sooner B. soonest C. soon 24．Can you tell me ______ the package will arrive on time? A. while B. whether C. that 25．The staff ______ handled my complaint was very polite. A. who B. which C. what 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: I would like to return this watch. Speaker B: ________. A. What is your name? B. Can I see your receipt? C. Here is the watch. 27．Speaker A: When did you buy this watch? Speaker B: ________. A. I bought it last week. B. I will buy one today. C. It is too expensive. 28．Speaker A: What is wrong with the phone? Speaker B: ________. A. It looks quite new. B. I like the phone a lot. C. The battery cannot hold power. 29．Speaker A: I am calling about the late delivery. Speaker B: ________. A. That is not our problem. B. We are sorry for the trouble. C. Please call again later. 30．Speaker A: Can you send the right goods tomorrow? Speaker B: ________. A. We will make sure of it. B. I have no idea at all. C. Tomorrow is a holiday. 31．Speaker A: Will I get a discount for the delay? Speaker B: ________. A. Pay extra instead, please. B. No, it costs more now. C. Yes, we will reduce the price. 32．Speaker A: How long will the repair take? Speaker B: ________. A. The repair is free. B. It should take one hour. C. I do not repair things. 33．Speaker A: Excuse me, I want to complain. Speaker B: ________. A. Please tell me what happened. B. This is not my job. C. I am busy right now. 34．Speaker A: What caused the delivery delay? Speaker B: ________. A. I went to the office late. B. The weather is nice. C. A problem with the logistics. 35．Speaker A: Thank you for fixing it so quickly. Speaker B: ________. A. You should have called earlier. B. It is my pleasure to help. C. I will not help you. （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。 Robert: Hi, Lily! What are you doing this weekend? Lily: I am going to the after-sales center. 36. ______ Robert: Complain? What happened? Lily: 37. ______ Robert: That is too bad. When did you buy that phone? Lily: 38. ______ Robert: So it should still be under guarantee, right? Lily: Yes. 39. ______ Robert: I hope they will solve the problem quickly. 40. ______ Lily: Thank you. I will let you know how it goes. Robert: Good luck! A. I bought it just two weeks ago. B. I will keep my fingers crossed for you. C. How much did you pay for it? D. I need to complain about my new phone. E. That is why I am taking the receipt with me. F. Who went to the store with you? G. The battery cannot hold power at all. 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 Li Wei went to a new restaurant near his office last Friday. He ordered a beef steak and a glass of juice. When the steak arrived, it was too salty to eat. Li Wei called the waiter and explained the problem politely. The waiter apologized at once and took the steak back to the kitchen. A few minutes later, the manager came to Li Wei's table. "I am very sorry for the trouble, sir," the manager said. "We will prepare a fresh steak for you right away, and this meal will be free of charge." Li Wei was surprised by the quick response. The new steak was perfect and the manager even offered him a free dessert. Li Wei left the restaurant feeling satisfied and promised to return. He learned that when customers complain politely, businesses often try hard to make things right. 41．Where did Li Wei go last Friday? A. To a sports center. B. To a repair shop. C. To a new restaurant. 42．Why did Li Wei call the waiter? A. The steak was too small. B. The steak was too cold. C. The steak was too salty. 43．What did the manager do to solve the problem? A. He closed the restaurant. B. He gave Li Wei a discount card. C. He prepared a fresh steak for free. 44．How did Li Wei feel when leaving? A. He felt a bit puzzled. B. He felt quite satisfied. C. He felt very angry. 45．What does the passage mainly tell us? A. Steak is a popular dish. B. Restaurants serve salty food. C. Politeness helps solve problems. B Ms. Zhang runs a small online store selling handmade bags. Last month, a customer from another city ordered ten bags for a wedding event. Ms. Zhang carefully packed the bags and sent them by express delivery. The package was supposed to arrive in three days. However, after one week, the customer called and said the package had not arrived yet. Ms. Zhang checked with the delivery company and found out that the package was sent to the wrong city because the delivery company had a system error. She immediately contacted the customer, apologized for the delay, and arranged a second shipment. She also gave the customer a 20% discount on the next order to make up for the trouble. The customer appreciated Ms. Zhang's quick action and said she would continue to order from her store. Ms. Zhang learned that even if the mistake is not your own fault, taking responsibility and fixing it quickly wins customer trust. 46．What does Ms. Zhang sell in her online store? A. Fresh fruit and vegetables. B. Handmade bags of all kinds. C. Sports shoes from factories. 47．Why did the package not arrive on time? A. The delivery company had an error. B. The bags were not ready yet. C. The customer gave wrong details. 48．How did Ms. Zhang deal with the late package? A. She arranged a second shipment. B. She closed her store at once. C. She waited for another week. 49．What did the customer decide to do in the end? A. Continue ordering from her store. B. Stop buying handmade items. C. Go to another store nearby. 50．What lesson did Ms. Zhang learn? A. Selling bags is a good business. B. Taking responsibility wins trust. C. Express delivery is too slow. 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．I would like to make a complaint about the product. _____________________________________________ 52．We are sorry for the inconvenience caused. _____________________________________________ 53．Please show me your receipt so that I can check the order. _____________________________________________ 54．服务员向我道了歉并安排了一次新的递送。 _____________________________________________ 55．他们承诺给未来的订单打八折。 _____________________________________________ 五、应用写作（满分10分） 56．请根据下面括号内的汉语提示完成这封投诉邮件。 Dear Customer Service, I am writing to1._______（投诉）a sports watch I bought from your store. The screen of the watch 2._______（总是变为空白）even after charging. I bought it days ago and it is still 3._______（处于保修期内）。 I would like to 4._______（更换）it or get a 5._______（全额退款）。 I hope you can solve this as soon as possible。 Thank you for your attention. Yours sincerely, Li Wei 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：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．guarantee A．music B．cup C．bus 【答案】A 【详解】考查字母 u 的发音。guarantee、cup、bus 中 u 发 /ʌ/，music 中 u 发 /juː/，发音不同。故选 A。 2．deliver A．river B．dinner C．find 【答案】C 【详解】考查字母 i 的发音。deliver、river、dinner 中 i 发 /ɪ/，find 中 i 发 /aɪ/，发音不同。故选 C。 3．apology A．stone B．office C．total 【答案】B 【详解】考查字母 o 的发音。apology、stone、total 中 o 发 /əʊ/，office 中 o 发 /ɒ/，发音不同。故选 B。 4．exchange A．ball B．walk C．fat 【答案】C 【详解】考查字母 a 的发音。exchange、ball、walk 中 a 发 /ɔː/，fat 中 a 发 /æ/，发音不同。故选 C。 5．delivery A．white B．winter C．finish 【答案】A 【详解】考查字母 i 的发音。delivery、winter、finish 中 i 发 /ɪ/，white 中 i 发 /aɪ/，发音不同。故选 A。 （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．The Mid-Autumn Festival is a time for family reunion. A. 日历 B. 庆祝 C. 团圆 【答案】C 【详解】考查词义。"reunion"在句中表示"团圆"。庆祝和日历与句意不符。故选C。 7．People begin to decorate their homes with lights during festivals. A. 表达 B. 期待 C. 装饰；点缀 【答案】C 【详解】考查词义。"decorate"在句中表示"装饰；点缀"。表达和期待与句意不符。故选C。 8．We are sorry for any inconvenience caused by the delay. A. 标志 B. 不便；麻烦 C. 收获 【答案】B 【详解】考查词义。"inconvenience"在句中表示"不便；麻烦"。标志和收获与句意不符。故选B。 9．Please show me your receipt so I can check the order. A. 装饰 B. 收据 C. 庆祝 【答案】B 【详解】考查词义。"receipt"在句中表示"收据"。庆祝和装饰与句意不符。故选B。 10．The company will refund the money if the product is faulty. A. 传统的 B. 退款 C. 典型的 【答案】B 【详解】考查词义。"refund"在句中表示"退款"。典型的和传统的与句意不符。故选B。 11．I would like to express my sincere apology for the mistake. A. 装饰 B. 欣赏 C. 道歉 【答案】C 【详解】考查词义。"apology"在句中表示"道歉"。欣赏和装饰与句意不符。故选C。 12．The guarantee covers all repairs within the first six months. A. 相似的 B. 典型的 C. 保修期 【答案】C 【详解】考查词义。"guarantee"在句中表示"保修期"。相似的和典型的与句意不符。故选C。 13．They arranged a second delivery for the missing packages. A. 期待 B. 装饰 C. 安排 【答案】C 【详解】考查词义。"arrange"在句中表示"安排"。期待和装饰与句意不符。故选C。 14．You should be patient when dealing with customer complaints. A. 典型的 B. 相似的 C. 耐心的 【答案】C 【详解】考查词义。"patient"在句中表示"耐心的"。典型的和相似的与句意不符。故选C。 15．Please make sure every order is delivered on time. A. 表达 B. 递送 C. 庆祝 【答案】B 【详解】考查词义。"deliver"在句中表示"递送"。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．We will send you the right leaflets tomorrow ______ it may take extra time. A. even though B. so that C. because 【答案】A 【详解】考查状语从句even though引导让步。even though表示"即使"，从句说"可能费时"，主句说"仍发送"，构成让步关系。because表原因、so that表目的均不适用。 17．The staff put the wrong address on it ______ he was in a hurry. A. since B. if C. before 【答案】A 【详解】考查since引导原因状语从句。since在此表示"既然/因为"，说明贴错地址的原因。if为条件连词、before为时间连词，不能解释原因。 18．______ it is our fault, we will cover all the costs. A. Unless B. Since C. Although 【答案】B 【详解】考查Since引导原因状语从句。Since="既然"，与主句"承担全部费用"构成因果。Unless表"除非"、Although表"虽然"均非因果。 19．I will check the order now ______ I can tell you the result. A. so that B. as if C. while 【答案】A 【详解】考查so that引导目的状语从句。so that="以便"，表明检查目的是告知结果。while表"当……时"、as if表"好像"，非目的关系。 20．He stayed at the counter ______ speak to the manager. A. as long as B. in order to C. even if 【答案】B 【详解】考查in order to引导目的状语。in order to后接动词原形，表"为了"。as long as="只要"（条件）、even if="即使"（让步），后接从句。 21．The customer ______ her order number when she called yesterday. A. will give B. gives C. gave 【答案】C 【详解】考查一般过去时。yesterday提示过去时间，谓语用过去式gave。will give将来时、gives一般现在时均与时状矛盾。 22．You ______ sign your name here after checking the product. A. would B. should C. might 【答案】B 【详解】考查情态动词should表建议。should="应该"，客服请顾客签字是温和的义务表达。might="可能"、would="愿意"语气不当。 23．The earlier you report, the ______ it can be solved. A. sooner B. soonest C. soon 【答案】A 【详解】考查"the+比较级, the+比较级"句型。the earlier...the sooner="越早……越快"。soon原级、soonest最高级不能填入此句型。 24．Can you tell me ______ the package will arrive on time? A. while B. whether C. that 【答案】B 【详解】考查whether引导宾语从句表"是否"。whether用于疑问语境表不确定。that用于确定陈述、while="当……时"均不能表疑问。 25．The staff ______ handled my complaint was very polite. A. who B. which C. what 【答案】A 【详解】考查who引导定语从句修饰指人先行词。staff member指人用who。which指物、what不能引导定语从句。 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: I would like to return this watch. Speaker B: ________. A. What is your name? B. Can I see your receipt? C. Here is the watch. 【答案】B 【详解】考查退货场景交际应答。Speaker A 表示要退手表，店员应要求出示收据以核实购买信息。B 项“Can I see your receipt?”符合退换货流程的规范应答。A 项“What is your name?”询问姓名，退货时通常先核实收据而非姓名；C 项“Here is the watch.”语义颠倒，手表在顾客手中，店员不应递出手表。故选 B。 27．Speaker A: When did you buy this watch? Speaker B: ________. A. I bought it last week. B. I will buy one today. C. It is too expensive. 【答案】A 【详解】考查时间疑问句应答。Speaker A 用 when 提问购买时间，应回答具体时间点。A 项“I bought it last week.”直接回答了购买时间，符合 when 问句的语用要求。B 项“I will buy one today.”使用将来时，与问句的过去时态矛盾；C 项“It is too expensive.”回答价格而非时间，答非所问。故选 A。 28．Speaker A: What is wrong with the phone? Speaker B: ________. A. It looks quite new. B. I like the phone a lot. C. The battery cannot hold power. 【答案】C 【详解】考查故障描述交际应答。Speaker A 询问手机出了什么问题，应描述具体故障。C 项“The battery cannot hold power.”直接说明电池无法蓄电的故障，切合问句意图。A 项“It looks quite new.”说手机看起来很新，与“有什么问题”矛盾；B 项“I like the phone a lot.”表达喜好，未回答故障问题。故选 C。 29．Speaker A: I am calling about the late delivery. Speaker B: ________. A. That is not our problem. B. We are sorry for the trouble. C. Please call again later. 【答案】B 【详解】考查投诉处理交际应答。Speaker A 来电投诉配送延迟，客服应表示歉意并展现解决问题的态度。B 项“We are sorry for the trouble.”表达了歉意，符合客服应对投诉的标准话术。A 项“That is not our problem.”推卸责任，不符合客服服务规范；C 项“Please call again later.”敷衍了事，回避客户诉求。故选 B。 30．Speaker A: Can you send the right goods tomorrow? Speaker B: ________. A. We will make sure of it. B. I have no idea at all. C. Tomorrow is a holiday. 【答案】A 【详解】考查确认请求交际应答。Speaker A 询问能否明天发送正确商品，应给予明确确认。A 项“We will make sure of it.”表示会确保做到，直接回应了客户的确认请求。B 项“I have no idea at all.”表示完全不知道，态度消极且不专业；C 项“Tomorrow is a holiday.”找借口推脱，未正面回答能否发货。故选 A。 31．Speaker A: Will I get a discount for the delay? Speaker B: ________. A. Pay extra instead, please. B. No, it costs more now. C. Yes, we will reduce the price. 【答案】C 【详解】考查补偿协商交际应答。Speaker A 询问是否因延迟获得折扣，应正面回应补偿方案。C 项“Yes, we will reduce the price.”确认会降价补偿，直接回答了折扣问题。A 项“Pay extra instead, please.”要求额外付款，与客户诉求完全相反；B 项“No, it costs more now.”说价格更高了，不仅拒绝还加价，不合逻辑。故选 C。 32．Speaker A: How long will the repair take? Speaker B: ________. A. The repair is free. B. It should take one hour. C. I do not repair things. 【答案】B 【详解】考查时间询问交际应答。Speaker A 用 how long 询问维修需要多久，应给出时间估计。B 项“It should take one hour.”直接回答了维修所需时间，符合 how long 问句的语用功能。A 项“The repair is free.”回答费用问题而非时间，答非所问；C 项“I do not repair things.”拒绝维修，不符合客服人员的身份设定。故选 B。 33．Speaker A: Excuse me, I want to complain. Speaker B: ________. A. Please tell me what happened. B. This is not my job. C. I am busy right now. 【答案】A 【详解】考查投诉受理交际应答。Speaker A 表示要投诉，客服应主动询问具体情况。A 项“Please tell me what happened.”引导客户描述问题，体现了专业的投诉受理态度。B 项“This is not my job.”推卸责任，不符合客服职责；C 项“I am busy right now.”以忙碌为由拒绝接待，态度恶劣且不专业。故选 A。 34．Speaker A: What caused the delivery delay? Speaker B: ________. A. I went to the office late. B. The weather is nice. C. A problem with the logistics. 【答案】C 【详解】考查原因询问交际应答。Speaker A 询问配送延迟的原因，应给出具体原因说明。C 项“A problem with the logistics.”说明了物流问题导致延迟，直接回答了原因。A 项“I went to the office late.”说上班迟到，虽是原因但过于个人化，不符合客服用语规范；B 项“The weather is nice.”说天气好，天气好不构成延迟理由，逻辑不通。故选 C。 35．Speaker A: Thank you for fixing it so quickly. Speaker B: ________. A. You should have called earlier. B. It is my pleasure to help. C. I will not help you. 【答案】B 【详解】考查感谢应答交际用语。Speaker A 对快速维修表示感谢，应使用礼貌的应答语。B 项“It is my pleasure to help.”是标准的感谢回应，表示乐意帮忙。A 项“You should have called earlier.”责备客户没早打电话，语气生硬且不合时宜；C 项“I will not help you.”拒绝帮助，与已完成的维修事实矛盾。故选 B。 （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。 Robert: Hi, Lily! What are you doing this weekend? Lily: I am going to the after-sales center. 36. ______ Robert: Complain? What happened? Lily: 37. ______ Robert: That is too bad. When did you buy that phone? Lily: 38. ______ Robert: So it should still be under guarantee, right? Lily: Yes. 39. ______ Robert: I hope they will solve the problem quickly. 40. ______ Lily: Thank you. I will let you know how it goes. Robert: Good luck! A. I bought it just two weeks ago. B. I will keep my fingers crossed for you. C. How much did you pay for it? D. I need to complain about my new phone. E. That is why I am taking the receipt with me. F. Who went to the store with you? G. The battery cannot hold power at all. 【答案】 36. D 37. G 38. A 39. E 40. B 【解析】 36．D 上文说去售后中心，D项说明是要投诉新手机，自然承接。"make a complaint"为客服场景的核心表达。 37．G 上文问发生了什么事，G项描述电池无法充电的问题，解释投诉原因。 38．A 上文问何时购买，A项回答两周前，为下文"仍在保修期"埋下伏笔。 39．E 上文确认仍在保修期，E项说明因此带着收据，逻辑上有因果关系。 40．B 对话结尾，Robert祝好运说"keep my fingers crossed"，为地道祝愿语。 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 Li Wei went to a new restaurant near his office last Friday. He ordered a beef steak and a glass of juice. When the steak arrived, it was too salty to eat. Li Wei called the waiter and explained the problem politely. The waiter apologized at once and took the steak back to the kitchen. A few minutes later, the manager came to Li Wei's table. "I am very sorry for the trouble, sir," the manager said. "We will prepare a fresh steak for you right away, and this meal will be free of charge." Li Wei was surprised by the quick response. The new steak was perfect and the manager even offered him a free dessert. Li Wei left the restaurant feeling satisfied and promised to return. He learned that when customers complain politely, businesses often try hard to make things right. 41．Where did Li Wei go last Friday? A. To a sports center. B. To a repair shop. C. To a new restaurant. 42．Why did Li Wei call the waiter? A. The steak was too small. B. The steak was too cold. C. The steak was too salty. 43．What did the manager do to solve the problem? A. He closed the restaurant. B. He gave Li Wei a discount card. C. He prepared a fresh steak for free. 44．How did Li Wei feel when leaving? A. He felt a bit puzzled. B. He felt quite satisfied. C. He felt very angry. 45．What does the passage mainly tell us? A. Steak is a popular dish. B. Restaurants serve salty food. C. Politeness helps solve problems. 【答案】41．C 42．C 43．C 44．B 45．C 【导语】本文通过李伟在餐厅的一次投诉经历，说明礼貌投诉有助于快速解决问题，是一篇记叙文。 【详解】 41细节理解题。根据第一段第一句"Li Wei went to a new restaurant near his office"可知他去了新餐厅。 42细节理解题。原文"It was too salty to eat"明确说明牛排太咸无法食用。 43细节理解题。原文经理说"prepare a fresh steak...free of charge"即免费重做。 44细节理解题。原文"felt satisfied and promised to return"直接表明他感到满意。 45主旨大意题。末句"when customers complain politely, businesses often try hard to make things right"是全篇核心。 B Ms. Zhang runs a small online store selling handmade bags. Last month, a customer from another city ordered ten bags for a wedding event. Ms. Zhang carefully packed the bags and sent them by express delivery. The package was supposed to arrive in three days. However, after one week, the customer called and said the package had not arrived yet. Ms. Zhang checked with the delivery company and found out that the package was sent to the wrong city because the delivery company had a system error. She immediately contacted the customer, apologized for the delay, and arranged a second shipment. She also gave the customer a 20% discount on the next order to make up for the trouble. The customer appreciated Ms. Zhang's quick action and said she would continue to order from her store. Ms. Zhang learned that even if the mistake is not your own fault, taking responsibility and fixing it quickly wins customer trust. 46．What does Ms. Zhang sell in her online store? A. Fresh fruit and vegetables. B. Handmade bags of all kinds. C. Sports shoes from factories. 47．Why did the package not arrive on time? A. The delivery company had an error. B. The bags were not ready yet. C. The customer gave wrong details. 48．How did Ms. Zhang deal with the late package? A. She arranged a second shipment. B. She closed her store at once. C. She waited for another week. 49．What did the customer decide to do in the end? A. Continue ordering from her store. B. Stop buying handmade items. C. Go to another store nearby. 50．What lesson did Ms. Zhang learn? A. Selling bags is a good business. B. Taking responsibility wins trust. C. Express delivery is too slow. 【答案】46．B 47．A 48．A 49．A 50．B 【导语】本文通过网店主张女士处理包裹延误的案例，说明主动担责是赢得客户信任的关键，是一篇记叙文。 【详解】 46细节理解题。原文首句"online store selling handmade bags"说明卖手工包。 47细节理解题。原文"the delivery company had a system error"表明物流系统出错。 48细节理解题。原文"arranged a second shipment"说明她主动安排第二次发货。 49细节理解题。原文"continue to order from her store"表明顾客决定继续订购。 50主旨大意题。末句"taking responsibility and fixing it quickly wins customer trust"点明主旨：承担责任赢得信任。 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．I would like to make a complaint about the product. _____________________________________________ 【答案】我想要投诉这个产品。 【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。 52．We are sorry for the inconvenience caused. _____________________________________________ 【答案】我们对造成的不便表示歉意。 【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．Please show me your receipt so that I can check the order. _____________________________________________ 【答案】请出示你的收据以便我核对订单。 【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．服务员向我道了歉并安排了一次新的递送。 _____________________________________________ 【答案】The waiter apologized to me and arranged a new delivery. 【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．他们承诺给未来的订单打八折。 _____________________________________________ 【答案】They promised to give a 20% discount on future orders. 【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．请根据下面括号内的汉语提示完成这封投诉邮件。 Dear Customer Service, I am writing to1._______（投诉）a sports watch I bought from your store. The screen of the watch 2._______（总是变为空白）even after charging. I bought it days ago and it is still 3._______（处于保修期内）。 I would like to 4._______（更换）it or get a 5._______（全额退款）。 I hope you can solve this as soon as possible。 Thank you for your attention. Yours sincerely, Li Wei 【答案】(1) complain (2) goes blank (3) under guarantee (4) have exchanged (5) full refund 【详解】1"投诉"用make a complaint about。 2"变为空白"用go blank。 3"在保修期内"用under guarantee。 4"更换"用have sth exchanged。 5"全额退款"用full refund。 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 $