4.3 Customer Service（Reading and Writing 2）-《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** 针对中职学生基础薄弱特点，以课前预习-课堂检测分层设计，通过词汇变形→单选应用→语篇理解的路径巩固Unit 4核心词汇与阅读能力，适配教学闭环与高职分类考试需求。 **分层设计** |层次|知识覆盖|设计特色| |----|----------|----------| |课前预习|核心词汇变形（v.→n.、adj.→adv.等8组）|基础输入型，强化词汇形态转换，为课堂学习奠基| |课堂检测|词汇应用（5题单选）+语篇理解（5题阅读）|应用巩固型，单选考查词汇在语境中辨析，阅读聚焦投诉流程语篇理解，提升语言综合运用能力|

编写说明：基于中职学生英语基础薄弱、学习内驱力不足的学情特点，为提升学习效率，落实课前、课中、课后教学闭环，本专辑依据最新《中等职业学校英语课程标准》，打造贵州专用《英语 基础模块3》（高教版第三版）《一课一练》，专辑共40练，完全对接贵州高职分类考试考法。 本卷为《英语 基础模块3》（高教版第三版）Unit 4 Customer Service（Reading and Writing 2）的课前预习与课堂检测。 Unit 4 Customer Service 一课一练（3） Reading and Writing 2 【课前预习】 一、词汇变形 1. ____ v. 道歉 → ____ n. 道歉 2. ____ v. 递送 → ____ n. 配送 3. ____ adj. 粗心的 → ____ n. 粗心 4. ____ adj. 真诚的 → ____ adv. 真诚地 5. ____ v. 减少 → ____ n. 减少 6. ____ v. 回应 → ____ n. 回应 7. ____ v. 使满意 → ____ n. 满意 8. ____ adj. 方便的 → ____ n. 方便 【课堂检测】 一、词汇变形单选（5题） 1. Please accept our ________ for the late delivery. A. apologize B. apologized C. apology D. apologizing 2. The parcel is out for ________ now. A. delivery B. deliver C. delivered D. delivering 3. The wrong address was caused by his ________. A. careless B. carelessly C. care D. carelessness 4. The worker ________ thanked the customer for waiting. A. sincere B. sincerely C. sincerity D. sincerer 5. The shop received a quick ________ from the customer. A. respond B. responsive C. response D. responding 二、阅读理解（5题） When an online order goes wrong, a clear complaint can save time. First, collect the facts. Keep the receipt or order number. Take photos if an item is broken, the wrong size or different from its online picture. Write down when the parcel arrived and what you found. These details help the seller understand the problem. Next, say what solution you want. You may ask for a repair, an exchange or a refund. Use short and polite sentences. For example, explain, ‘The bag arrived on Tuesday, but its handle was broken. I would like a new one.’ Do not add angry words. They do not make the facts stronger. If you use an online service page, keep a copy of the message. Finally, give the seller a reasonable time to reply. Read the answer carefully because it may ask for one more photo or the return of the item. If the first solution does not work, answer with the same facts and clearly state your request again. A good complaint shows the problem, gives evidence and asks for one fair action. 6. What should a customer collect first? A. Names of other shops. B. Facts about the order. C. New words for the product. D. Ideas for another gift. 7. Why should customers take photos? A. To make the message longer. B. To change the order number. C. To help sell the item. D. To show the problem clearly. 8. Which sentence is a clear request? A. I would like a new bag. B. This is the worst day. C. Everyone should know this. D. Your shop is never right. 9. What should customers do with an online message? A. Delete it at once. B. Send it to every shop. C. Keep a copy of it. D. Change its facts later. 10. What is the passage mainly about? A. How to open an online shop. B. How to make a clear and useful complaint. C. How to pack a birthday gift. D. How to choose a delivery company. 原创精品资源学科网独家享有版权，侵权必究！ 原创精品资源学科网独家享有版权，侵权必究！ 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：基于中职学生英语基础薄弱、学习内驱力不足的学情特点，为提升学习效率，落实课前、课中、课后教学闭环，本专辑依据最新《中等职业学校英语课程标准》，打造贵州专用《英语 基础模块3》（高教版第三版）《一课一练》，专辑共40练，完全对接贵州高职分类考试考法。 本卷为《英语 基础模块3》（高教版第三版）Unit 4 Customer Service（Reading and Writing 2）的课前预习与课堂检测。 Unit 4 Customer Service 一课一练（3） Reading and Writing 2 【课前预习】 一、词汇变形 1. ____ v. 道歉 → ____ n. 道歉 2. ____ v. 递送 → ____ n. 配送 3. ____ adj. 粗心的 → ____ n. 粗心 4. ____ adj. 真诚的 → ____ adv. 真诚地 5. ____ v. 减少 → ____ n. 减少 6. ____ v. 回应 → ____ n. 回应 7. ____ v. 使满意 → ____ n. 满意 8. ____ adj. 方便的 → ____ n. 方便 【答案】1.apologize → apology 2.deliver → delivery 3.careless → carelessness 4.sincere → sincerely 5.reduce → reduction 6.respond → response 7.satisfy → satisfaction 8.convenient → convenience 【课堂检测】 一、词汇变形单选（5题） 1. Please accept our ________ for the late delivery. A. apologize B. apologized C. apology D. apologizing 【答案】C 【详解】考察词性辨析。句子翻译：请接受我们对延迟配送的道歉。A.apologize 道歉，动词；B.apologized 道歉了；C.apology 道歉，名词；D.apologizing 道歉，动名词。形容词性物主代词our后需要名词apology，故选C。 2. The parcel is out for ________ now. A. delivery B. deliver C. delivered D. delivering 【答案】A 【详解】考察词性辨析。句子翻译：包裹现在正在配送中。A.delivery 配送，名词；B.deliver 递送，动词；C.delivered 被递送的；D.delivering 递送，动名词。介词for后需要名词，out for delivery意为“正在派送”，故选A。 3. The wrong address was caused by his ________. A. careless B. carelessly C. care D. carelessness 【答案】D 【详解】考察词性辨析。句子翻译：错误的地址是由他的粗心造成的。A.careless 粗心的，形容词；B.carelessly 粗心地，副词；C.care 关心，名词或动词；D.carelessness 粗心，名词。形容词性物主代词his后需要名词，故选D。 4. The worker ________ thanked the customer for waiting. A. sincere B. sincerely C. sincerity D. sincerer 【答案】B 【详解】考察词性辨析。句子翻译：工作人员真诚地感谢顾客等候。A.sincere 真诚的，形容词；B.sincerely 真诚地，副词；C.sincerity 真诚，名词；D.sincerer 更真诚的。修饰动词thanked需要副词sincerely，故选B。 5. The shop received a quick ________ from the customer. A. respond B. responsive C. response D. responding 【答案】C 【详解】考察词性辨析。句子翻译：商店很快收到了顾客的回复。A.respond 回应，动词；B.responsive 反应积极的，形容词；C.response 回应，名词；D.responding 回应，动名词。不定冠词a和形容词quick后需要名词response，故选C。 二、阅读理解（5题） When an online order goes wrong, a clear complaint can save time. First, collect the facts. Keep the receipt or order number. Take photos if an item is broken, the wrong size or different from its online picture. Write down when the parcel arrived and what you found. These details help the seller understand the problem. Next, say what solution you want. You may ask for a repair, an exchange or a refund. Use short and polite sentences. For example, explain, ‘The bag arrived on Tuesday, but its handle was broken. I would like a new one.’ Do not add angry words. They do not make the facts stronger. If you use an online service page, keep a copy of the message. Finally, give the seller a reasonable time to reply. Read the answer carefully because it may ask for one more photo or the return of the item. If the first solution does not work, answer with the same facts and clearly state your request again. A good complaint shows the problem, gives evidence and asks for one fair action. 6. What should a customer collect first? A. Names of other shops. B. Facts about the order. C. New words for the product. D. Ideas for another gift. 7. Why should customers take photos? A. To make the message longer. B. To change the order number. C. To help sell the item. D. To show the problem clearly. 8. Which sentence is a clear request? A. I would like a new bag. B. This is the worst day. C. Everyone should know this. D. Your shop is never right. 9. What should customers do with an online message? A. Delete it at once. B. Send it to every shop. C. Keep a copy of it. D. Change its facts later. 10. What is the passage mainly about? A. How to open an online shop. B. How to make a clear and useful complaint. C. How to pack a birthday gift. D. How to choose a delivery company. 【答案】6．B 7．D 8．A 9．C 10．B 【导语】本文是一篇实用指南，按照收集事实、说明问题、提出合理要求和跟进回复的顺序，介绍有效投诉的基本方法。 【详解】6．细节理解题。题目翻译：顾客首先应该收集什么？A.Names of other shops. 其他商店的名称；B.Facts about the order. 与订单有关的事实；C.New words for the product. 描述商品的新词；D.Ideas for another gift. 另一份礼物的想法。根据第一段“First, collect the facts.”可知，应先收集订单事实，故选B。 7．细节理解题。题目翻译：顾客为什么应该拍照？A.To make the message longer. 让消息更长；B.To change the order number. 更改订单号；C.To help sell the item. 帮助销售商品；D.To show the problem clearly. 清楚展示问题。第一段说明商品破损、尺码错误等情况应拍照，这些细节能帮助卖家理解问题，故选D。 8．细节理解题。题目翻译：哪一句是明确的要求？A.I would like a new bag. 我想换一个新包；B.This is the worst day. 这是最糟糕的一天；C.Everyone should know this. 每个人都应该知道这件事；D.Your shop is never right. 你们商店从来都不对。C项直接提出换新商品的具体解决要求，故选A。 9．细节理解题。题目翻译：顾客应该怎样处理在线消息？A.Delete it at once. 立即删除；B.Send it to every shop. 发给每家商店；C.Keep a copy of it. 保留一份副本；D.Change its facts later. 之后修改其中的事实。根据第二段“keep a copy of the message”可知，故选C。 10．主旨大意题。题目翻译：本文主要讲什么？A.How to open an online shop. 如何开网店；B.How to make a clear and useful complaint. 如何进行清楚而有效的投诉；C.How to pack a birthday gift. 如何包装生日礼物；D.How to choose a delivery company. 如何选择配送公司。全文按收集事实、提出要求和跟进回复介绍有效投诉方法，故选B。 原创精品资源学科网独家享有版权，侵权必究！ 原创精品资源学科网独家享有版权，侵权必究！ 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 $