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** 本试卷为《英语 基础模块3》Unit 4 Customer Service A卷，紧扣教材核心考点，通过基础巩固题型（语音、单选、完形等）与真实客服情境（网购退换货、酒店投诉）结合，适配中职英语单元复习，提升语言应用与问题解决能力。 **题型特征** |题型|题量/分值|知识覆盖|命题特色| |----|-----------|----------|----------| |语音辨音|5题/5分|教材核心词汇发音（如receipt, charge）|聚焦单元重点词语音辨析，夯实基础| |单项选择|25题/25分|客服高频词汇（refund, guarantee）、语法（时态、从句）|情境化设题（如投诉、维修场景），强化语言运用| |完形填空|10题/15分|客服流程语篇（退换货、问题解决）|以真实网购经历为载体，考查语篇理解与词汇运用| |阅读理解|15题/37.5分|投诉处理案例（订单问题、酒店服务）|图表与短文结合，培养信息提取与问题分析能力| |书面表达|1题/15分|投诉回复邮件（手表充电问题）|综合考查语言表达与客服问题解决策略，体现思维品质|

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：120分钟 满分：120分 班级__________ 姓名__________ 学号__________ 成绩__________ 第一部分 英语知识运用（共四节，满分55分） 第一节 语音辨音（共5小题；每小题1分，满分5分） 从A、B、C、D四个选项中选出画线部分读音不同的一项。 1．battery blank make happen 2．receipt refund reduce request 3．charge warm harm start 4．her deliver server teacher 5．checked repaired caused delivered 【答案】1．C 2．A 3．B 4．A 5．A 【详解】 1．考查字母读音。make中a读/eɪ/，其余三项均读/æ/，故选C。 2．考查字母组合读音。receipt中ei读/iː/，其余三项e均读/ɪ/，故选A。 3．考查字母组合读音。warm中ar读/ɔː/，其余三项均读/ɑː/，故选B。 4．考查字母组合读音。her中er读/ɜː/，其余三项弱读/ə/，故选A。 5．考查词尾读音。checked中-ed读/t/，其余三项均读/d/，故选A。 第二节 单项选择（共25小题；每小题1分，满分25分） 从A、B、C、D四个选项中选出可以填入空白处的最佳选项。 6．The customer kept the ______ to show when she bought the watch. A．leaflet B．receipt C．screen D．sheet 【答案】B 【详解】要出示购买手表的凭证，receipt（收据）合适，故选B。 7．The phone battery cannot be ______ properly. A．served B．delivered C．charged D．reduced 【答案】C 【详解】电池无法正常充电，charge a battery，故选C。 8．The product is still under ______, so the repair is free. A．patience B．request C．sincerity D．guarantee 【答案】D 【详解】仍在保修期内可免费维修，under guarantee，故选D。 9．We sincerely apologize for the ______ caused. A．inconvenience B．efficiency C．advantage D．facility 【答案】A 【详解】为造成的不便真诚道歉，inconvenience合适，故选A。 10．The service center agreed to ______ the broken battery. A．explore B．exchange C．compare D．perform 【答案】B 【详解】服务中心同意调换损坏电池，exchange合适，故选B。 11．Because the wrong size arrived, the buyer asked for a ______. A．purpose B．location C．risk D．refund 【答案】D 【详解】尺码错误，买家要求退款，refund合适，故选D。 12．Please wait with ______ while our staff checks the system. A．patience B．attitude C．value D．education 【答案】A 【详解】请耐心等待工作人员核查，with patience，故选A。 13．We will find a practical ______ to your complaint. A．application B．district C．lifestyle D．solution 【答案】D 【详解】为投诉找到切实可行的解决办法，solution to，故选D。 14．The parcel was ______ by heavy snow for two days. A．applied B．scanned C．delayed D．located 【答案】C 【详解】大雪延误包裹两天，delayed合适，故选C。 15．Who is in charge ______ customer complaints today? A．to B．with C．of D．for 【答案】C 【详解】in charge of表示“负责”，故选C。 16．The error was due ______ our carelessness. A．for B．to C．with D．from 【答案】B 【详解】due to表示“由于”，故选B。 17．We will get your watch ______ immediately. A．check B．checked C．checking D．to check 【答案】B 【详解】get your watch checked表示请人立刻检修，故选B。 18．The clerk asked me ______ the receipt. A．show B．showing C．shown D．to show 【答案】D 【详解】ask sb. to do sth.，用to show，故选D。 19．The company promised ______ the correct goods tomorrow. A．deliver B．delivering C．to deliver D．delivered 【答案】C 【详解】promise to do sth.，用to deliver，故选C。 20．The staff member ______ my order number just now. A．checked B．checks C．will check D．is checking 【答案】A 【详解】just now提示一般过去时，用checked，故选A。 21．If the screen still ______, we will exchange the phone. A．failed B．will fail C．fails D．is fail 【答案】C 【详解】条件句主将从现，If从句用fails，故选C。 22．We apologized ______ the delivery was late. A．although B．because C．unless D．so that 【答案】B 【详解】因送货晚点而道歉，用because，故选B。 23．The clerk spoke slowly so that I ______ understand every step. A．can B．must C．should have D．could 【答案】D 【详解】so that引导目的状语，过去语境用could，故选D。 24．Even though the shop was busy, the staff ______ polite. A．remain B．remaining C．has remain D．remained 【答案】D 【详解】叙述过去情况，用remained，故选D。 25．Since it is our fault, we ______ the delivery fee. A．will cover B．covered C．covering D．have cover 【答案】A 【详解】既然是我方责任，将承担运费，用will cover，故选A。 26．The package was so badly damaged ______ I refused to accept it. A．because B．that C．although D．if 【答案】B 【详解】so...that...引导结果状语从句，故选B。 27．Make sure the goods ______ the right address. A．reaches B．reaching C．reach D．to reach 【答案】C 【详解】Make sure后接从句，主语goods为复数，用reach，故选C。 28．—I’d like to make a complaint. —______ A．I’m sorry to hear that. What happened? B．The gym is upstairs. C．I agree with robots. D．It is a nice garden. 【答案】A 【详解】顾客要投诉，应先致歉并询问情况，A项合适，故选A。 29．—Can I have this shirt exchanged? —______ A．No, it is attractive. B．Turn right at the gate. C．Yes. May I see your receipt? D．I am on the same page. 【答案】C 【详解】问能否换衬衫，应同意并核对收据，C项合适，故选C。 30．—Thank you for solving the problem. —______ A．It is five minutes away. B．It’s my pleasure. C．You should compare them. D．The battery is blank. 【答案】B 【详解】对方致谢，回应用It’s my pleasure.，故选B。 第三节 完形填空（共10小题；每小题1.5分，满分15分） 阅读下面短文，从每题所给的A、B、C、D四个选项中选出最佳选项。 Last week, I ordered a school bag online. The parcel arrived on time, but the bag was the wrong ____31____. I had chosen a medium one, while the box contained a small one. I called customer service and explained the problem calmly. The clerk first expressed an ____32____ and asked for my order number. She then requested a photo of the label so that she could ____33____ the records. Ten minutes later, she confirmed that the warehouse had put the wrong bag in the box. The company offered two ____34____: a full refund or a free exchange. I chose the exchange because I liked the design. They arranged for a delivery worker to bring the correct bag and ____35____ the wrong one at the same time. I did not need to pay another delivery ____36____. The new bag arrived the next day. The clerk sent a message to make sure everything was ____37____. Although the mistake was inconvenient, the clear reply and quick action made me feel ____38____. Good customer service does not mean that problems never happen. It means staff listen with patience, explain the cause and take ____39____ action. A sincere and patient attitude can turn a complaint into a chance to build ____40____. 31．A．color B．price C．style D．size 32．A．order B．address C．apology D．advantage 33．A．lose B．change C．hide D．check 34．A．causes B．receipts C．solutions D．screens 35．A．send out B．look for C．pick up D．pay for 36．A．risk B．meal C．list D．fee 37．A．blank B．late C．salty D．correct 38．A．trusted B．heard C．refused D．lost 39．A．proper B．slow C．careless D．secret 40．A．pressure B．trust C．noise D．distance 【答案】31．D 32．C 33．D 34．C 35．C 36．D 37．D 38．A 39．A 40．B 【导语】记叙文。网购书包尺码出错后，客服核对、道歉并安排换货，说明真诚服务能重建信任。 【详解】 31．名词辨析。订的中号却收到小号，说明尺寸错误，size合适，故选D。 32．名词辨析。客服先表达歉意，an apology合适，故选C。 33．动词辨析。要标签照片是为核对记录，check合适，故选D。 34．名词辨析。退款或换货是两种解决办法，solutions合适，故选C。 35．短语辨析。送来正确的并同时取回错误的，pick up合适，故选C。 36．名词辨析。不必再付配送费，delivery fee，故选D。 37．形容词辨析。确认一切是否正确，correct合适，故选D。 38．形容词辨析。清楚回复与迅速处理让顾客感到被信任，trusted合适，故选A。 39．形容词辨析。倾听后采取恰当行动，proper action，故选A。 40．名词辨析。真诚耐心可把投诉变成建立信任的机会，trust合适，故选B。 第四节 短文填空（共5小题；每小题2分，满分10分） 阅读下面短文，在空白处填入括号内单词的正确形式。 The clerk listened ____41____ (patient) to the customer and checked the receipt. Since the watch was under guarantee, it was ____42____ (exchange) for a new one. The customer thanked the clerk for ____43____ (solve) the problem quickly. A sincere ____44____ (apologize) and proper action can make service more ____45____ (profession). The clerk checks each watch before the next inspection. A clear message tells customers what will happen and when. The team records unusual faults and reviews them at the weekly meeting. Customers can ask about the record before accepting the proposed solution. Photos, dates and reference numbers help staff locate the exact mistake. The reply separates confirmed facts from details that are still being checked. The service record shows every change made in the shop. 【答案】41．patiently 42．exchanged 43．solving 44．apology 45．professional 【导语】描述手表保修换货过程，考查词形转换与非谓语等。 【详解】 41．修饰listened用副词patiently。 42．watch与exchange为被动，填exchanged。 43．thank sb. for doing，填solving。 44．sincere后接名词apology。 45．make service more professional，填professional。 第二部分 阅读理解（共两节，满分50分） 第一节 阅读理解（共15小题；每小题2.5分，满分37.5分） 阅读下列短文，从每题所给的A、B、C、D四个选项中选出最佳选项。 A Issue/Item Orders/No. Problem/Repeated Solution/Action Phone battery Order 2581 Cannot charge Exchange after check. Staff check the receipt and test the battery before exchange. Blue shirt Order 2610 Wrong size Free exchange. The customer may choose another size after the original shirt is returned. Fruit box Order 2642 Three apples damaged Partial refund. The damaged apples are counted from the photo before the refund is sent. Desk lamp Order 2668 Arrived late Delivery fee returned. The fee returns after late delivery is clearly confirmed. Note — — Check the order number, describe the problem, and confirm the proposed solution before closing a complaint. 46．Which order concerns a shirt of the wrong size? A．Order 2610. B．Order 2581. C．Order 2642. D．Order 2668. 47．What solution is offered for the damaged apples? A．A full exchange. B．A new lamp. C．A battery check. D．A partial refund. 48．Which customer receives the delivery fee back? A．The shirt buyer. B．The desk lamp buyer. C．The phone buyer. D．The fruit buyer. 【答案】46．A 47．D 48．B 【导语】应用文。表格列出电池、衬衫、水果箱和台灯等售后问题与处理方式。 【详解】 46．细节理解。Order 2610问题为Wrong size（蓝衬衫），故选A。 47．细节理解。水果箱损坏对应部分退款Partial refund，故选D。 48．细节理解。台灯迟到订单退还配送费，故选B。 B Hotel trainee Liu Ya received a complaint that there was no hot water in Room 508. Instead of saying that maintenance was busy, she apologized and asked when the guest needed to leave. The guest had a meeting in forty minutes. Liu Ya offered another room for showering and called maintenance at once. She later checked the repaired tap herself and sent the guest a breakfast coupon. The guest valued the quick practical solution more than the coupon. Liu Ya learned that good service begins by understanding what the customer needs at that moment. A clear message tells guests what will happen and when. The team records unusual repairs and reviews them at the weekly meeting. Guests can ask about the log before accepting the proposed solution. Photos, dates and reference numbers help staff locate the exact mistake. The reply separates confirmed facts from details that are still being checked. One named worker remains responsible until the promised action is complete. The service record shows every change made in the hotel. 49．What was the complaint about Room 508? A．The breakfast coupon was missing. B．The guest could not find the hotel. C．There was no hot water. D．The room had too much furniture. 50．What did Liu Ya ask first after hearing the complaint? A．When the guest needed to leave. B．Whether the guest wanted a coupon. C．Why the guest booked the hotel. D．Which restaurant the guest preferred. 51．What practical solution did Liu Ya offer? A．A new hotel for the whole group. B．Another room for showering and immediate maintenance help. C．A longer meeting for the guest. D．A discount without checking the tap. 52．What does Liu Ya learn about good service? A．A coupon is more important than action. B．A complaint should be answered with an excuse. C．Staff should wait until every problem disappears. D．Service begins by understanding the customer’s immediate need. 【答案】49．C 50．A 51．B 52．D 【导语】记叙文。酒店学员刘雅处理无热水投诉：先问离店时间，再提供洗澡房间并联系维修。 【详解】 49．细节理解。投诉内容是508房没有热水，故选C。 50．细节理解。她先问客人何时离开，A项正确，故选A。 51．细节理解。她提供另一房间洗澡并立即联系维修，B项正确，故选B。 52．推理判断。良好服务从理解顾客当下需求开始，D项正确，故选D。 C A useful complaint contains facts that staff can check: the product, order number, purchase date, problem and expected solution. Photos may help when goods are damaged. Polite language does not make a complaint weak. A clear message is easier to investigate than an angry message with missing details. Customers should keep receipts and give the company a reasonable time to reply. Good records protect both sides and make a fair solution more likely. The agent checks each complaint before the next reply. A clear message tells customers what will happen and when. The team records unusual details and reviews them at the weekly meeting. Customers can ask about the record before accepting the proposed solution. Photos, dates and reference numbers help staff locate the exact mistake. The reply separates confirmed facts from details that are still being checked. One named worker remains responsible until the promised action is complete. The service record shows every change made in the office. A short follow-up message asks whether the solution worked as expected. Managers compare repeated problems and change the process when necessary. 53．Which information makes a complaint easier for staff to check? A．Only the customer’s emotion. B．A short message without an order number. C．A picture of an unrelated product. D．The product, order number, date, problem and expected solution. 54．Why is a clear message better than an angry message with missing details? A．It is easier to investigate. B．It always brings a full refund. C．It makes the product cheaper. D．It removes the need for a receipt. 55．What should customers keep according to the text? A．Receipts. B．Unused complaint forms. C．Old advertisements. D．Staff uniforms. 56．Which title best fits the text? A．The History of Online Shopping B．Clear Facts Help Both Sides C．Why Customers Should Avoid Complaints D．Polite Words Solve Every Problem 【答案】53．D 54．A 55．A 56．B 【导语】说明文。说明有效投诉应包含可核查事实，清楚表达有助于公平解决。 【详解】 53．细节理解。有效投诉应含产品、订单号、日期、问题与期望方案，故选D。 54．细节理解。清楚的投诉比缺细节的愤怒留言更容易调查，A项正确，故选A。 55．细节理解。文中建议顾客保留收据，A项正确，故选A。 56．主旨理解。清楚事实有助于双方公平解决，标题选B，故选B。 D When replying to a complaint, a company should first recognize the exact problem and apologize for the inconvenience. Next, it should explain the known cause without making excuses. The reply must state concrete actions and times. “We will improve” is less useful than “A replacement will leave today and arrive before Friday.” If compensation is offered, its conditions should be clear. Finally, the company should check whether the solution worked. A complete reply turns concern into action and follow-up. A clear message tells customers what will happen and when. The team records unusual actions and reviews them at the weekly meeting. Customers can ask about the reply before accepting the proposed solution. Photos, dates and reference numbers help staff locate the exact mistake. The reply separates confirmed facts from details that are still being checked. One named worker remains responsible until the promised action is complete. The service record shows every change made in the company. A short follow-up message asks whether the solution worked as expected. Managers compare repeated problems and change the process when necessary. Customers receive an update before a delivery time or repair plan changes. The company keeps the original complaint beside the final service record. 57．What should a company do first when replying to a complaint? A．Offer a discount without checking. B．Promise an unclear improvement. C．Recognize the exact problem and apologize. D．Ask the customer to write again next month. 58．What should a concrete reply state? A．Actions and times. B．The customer’s private password. C．Only the company slogan. D．A general promise with no date. 59．Why should the company check whether the solution worked? A．To delay the promised action. B．To complete the service and follow up. C．To avoid recording the complaint. D．To replace every staff member. 60．What is the main idea of the text? A．A complete reply turns a complaint into action and follow-up. B．Customers should solve company errors themselves. C．A polite sentence is enough for every complaint. D．Compensation can replace clear information. 【答案】57．C 58．A 59．B 60．A 【导语】说明文。介绍企业回复投诉的步骤：确认问题、写明行动与时间，并跟进效果。 【详解】 57．细节理解。回复投诉应先确认问题并为不便道歉，故选C。 58．细节理解。具体回复须写明行动与时间，A项正确，故选A。 59．推理判断。核查方案是否生效是为完成服务并跟进，B项正确，故选B。 60．主旨理解。完整回复把投诉转为行动与跟进，A项正确，故选A。 第二节 补全对话（共5小题；每小题2.5分，满分12.5分） 根据对话内容，从方框内A、B、C、D、E五个选项中选出能填入空白处的最佳选项。 Customer: Excuse me. I’d like to make a complaint about this watch. Clerk: ____61____ Customer: The screen remains blank even after charging. Clerk: I’m sorry for the inconvenience. ____62____ Customer: Yes. I bought it last week. Here it is. Clerk: Thank you. ____63____ Customer: I would prefer an exchange if it cannot be repaired. Clerk: ____64____ Please wait for a few minutes. Customer: Thank you. Clerk: ____65____ A．It’s my pleasure. B．What seems to be the problem? C．We can arrange that if the fault is confirmed. D．We’ll get the watch checked immediately. E．May I see your receipt? 【答案】61．B 62．E 63．D 64．C 65．A 【导语】顾客投诉手表无法充电，店员询问问题、核对收据并安排检修或换货。 【详解】 61．顾客要投诉手表，店员应先询问问题，B项合适，故选B。 62．致歉后核对购买凭证，E项索要收据，故选E。 63．拿到收据后应立即送检，D项合适，故选D。 64．顾客希望无法维修则换货，C项表示确认故障后可安排，故选C。 65．顾客致谢，回应用It’s my pleasure.，故选A。 第三部分 书面表达（满分15分） 66．假设你在一家网店从事客服工作，收到顾客关于“运动手表无法充电”的投诉。请写一封回复邮件，内容包括：1. 表示歉意；2. 说明核验方式；3. 提供维修或换货方案。词数不少于80。 ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ 【参考范文】 Dear Customer, We are sorry for the inconvenience caused by the sports watch that cannot be charged. To check whether it is still under guarantee, would you please send us a photo of the receipt and the order number? We will arrange a free inspection as soon as we receive the information. If the battery can be repaired, our service center will complete the work within two days. If the fault cannot be repaired, we will exchange the watch for a new one and cover the delivery cost. Please contact us if you have any questions. Yours sincerely, Li Hua 【词汇积累】make a complaint提出投诉；under guarantee在保修期内；arrange a delivery安排配送；cover the cost承担费用；sincere apology真诚道歉。 【句式拓展】If the fault cannot be repaired, we will... 条件状语从句明确处理条件，主句给出可执行方案。 【点睛】范文覆盖全部要点，结构按“背景/问题—具体信息或方案—礼貌收束”展开，语气符合相应交际场景。 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：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：120分钟 满分：120分 班级__________ 姓名__________ 学号__________ 成绩__________ 第一部分 英语知识运用（共四节，满分55分） 第一节 语音辨音（共5小题；每小题1分，满分5分） 从A、B、C、D四个选项中选出画线部分读音不同的一项。 1．battery blank make happen 2．receipt refund reduce request 3．charge warm harm start 4．her deliver server teacher 5．checked repaired caused delivered 第二节 单项选择（共25小题；每小题1分，满分25分） 从A、B、C、D四个选项中选出可以填入空白处的最佳选项。 6．The customer kept the ______ to show when she bought the watch. A．leaflet B．receipt C．screen D．sheet 7．The phone battery cannot be ______ properly. A．served B．delivered C．charged D．reduced 8．The product is still under ______, so the repair is free. A．patience B．request C．sincerity D．guarantee 9．We sincerely apologize for the ______ caused. A．inconvenience B．efficiency C．advantage D．facility 10．The service center agreed to ______ the broken battery. A．explore B．exchange C．compare D．perform 11．Because the wrong size arrived, the buyer asked for a ______. A．purpose B．location C．risk D．refund 12．Please wait with ______ while our staff checks the system. A．patience B．attitude C．value D．education 13．We will find a practical ______ to your complaint. A．application B．district C．lifestyle D．solution 14．The parcel was ______ by heavy snow for two days. A．applied B．scanned C．delayed D．located 15．Who is in charge ______ customer complaints today? A．to B．with C．of D．for 16．The error was due ______ our carelessness. A．for B．to C．with D．from 17．We will get your watch ______ immediately. A．check B．checked C．checking D．to check 18．The clerk asked me ______ the receipt. A．show B．showing C．shown D．to show 19．The company promised ______ the correct goods tomorrow. A．deliver B．delivering C．to deliver D．delivered 20．The staff member ______ my order number just now. A．checked B．checks C．will check D．is checking 21．If the screen still ______, we will exchange the phone. A．failed B．will fail C．fails D．is fail 22．We apologized ______ the delivery was late. A．although B．because C．unless D．so that 23．The clerk spoke slowly so that I ______ understand every step. A．can B．must C．should have D．could 24．Even though the shop was busy, the staff ______ polite. A．remain B．remaining C．has remain D．remained 25．Since it is our fault, we ______ the delivery fee. A．will cover B．covered C．covering D．have cover 26．The package was so badly damaged ______ I refused to accept it. A．because B．that C．although D．if 27．Make sure the goods ______ the right address. A．reaches B．reaching C．reach D．to reach 28．—I’d like to make a complaint. —______ A．I’m sorry to hear that. What happened? B．The gym is upstairs. C．I agree with robots. D．It is a nice garden. 29．—Can I have this shirt exchanged? —______ A．No, it is attractive. B．Turn right at the gate. C．Yes. May I see your receipt? D．I am on the same page. 30．—Thank you for solving the problem. —______ A．It is five minutes away. B．It’s my pleasure. C．You should compare them. D．The battery is blank. 第三节 完形填空（共10小题；每小题1.5分，满分15分） 阅读下面短文，从每题所给的A、B、C、D四个选项中选出最佳选项。 Last week, I ordered a school bag online. The parcel arrived on time, but the bag was the wrong ____31____. I had chosen a medium one, while the box contained a small one. I called customer service and explained the problem calmly. The clerk first expressed an ____32____ and asked for my order number. She then requested a photo of the label so that she could ____33____ the records. Ten minutes later, she confirmed that the warehouse had put the wrong bag in the box. The company offered two ____34____: a full refund or a free exchange. I chose the exchange because I liked the design. They arranged for a delivery worker to bring the correct bag and ____35____ the wrong one at the same time. I did not need to pay another delivery ____36____. The new bag arrived the next day. The clerk sent a message to make sure everything was ____37____. Although the mistake was inconvenient, the clear reply and quick action made me feel ____38____. Good customer service does not mean that problems never happen. It means staff listen with patience, explain the cause and take ____39____ action. A sincere and patient attitude can turn a complaint into a chance to build ____40____. 31．A．color B．price C．style D．size 32．A．order B．address C．apology D．advantage 33．A．lose B．change C．hide D．check 34．A．causes B．receipts C．solutions D．screens 35．A．send out B．look for C．pick up D．pay for 36．A．risk B．meal C．list D．fee 37．A．blank B．late C．salty D．correct 38．A．trusted B．heard C．refused D．lost 39．A．proper B．slow C．careless D．secret 40．A．pressure B．trust C．noise D．distance 第四节 短文填空（共5小题；每小题2分，满分10分） 阅读下面短文，在空白处填入括号内单词的正确形式。 The clerk listened ____41____ (patient) to the customer and checked the receipt. Since the watch was under guarantee, it was ____42____ (exchange) for a new one. The customer thanked the clerk for ____43____ (solve) the problem quickly. A sincere ____44____ (apologize) and proper action can make service more ____45____ (profession). The clerk checks each watch before the next inspection. A clear message tells customers what will happen and when. The team records unusual faults and reviews them at the weekly meeting. Customers can ask about the record before accepting the proposed solution. Photos, dates and reference numbers help staff locate the exact mistake. The reply separates confirmed facts from details that are still being checked. The service record shows every change made in the shop. 第二部分 阅读理解（共两节，满分50分） 第一节 阅读理解（共15小题；每小题2.5分，满分37.5分） 阅读下列短文，从每题所给的A、B、C、D四个选项中选出最佳选项。 A Issue/Item Orders/No. Problem/Repeated Solution/Action Phone battery Order 2581 Cannot charge Exchange after check. Staff check the receipt and test the battery before exchange. Blue shirt Order 2610 Wrong size Free exchange. The customer may choose another size after the original shirt is returned. Fruit box Order 2642 Three apples damaged Partial refund. The damaged apples are counted from the photo before the refund is sent. Desk lamp Order 2668 Arrived late Delivery fee returned. The fee returns after late delivery is clearly confirmed. Note — — Check the order number, describe the problem, and confirm the proposed solution before closing a complaint. 46．Which order concerns a shirt of the wrong size? A．Order 2610. B．Order 2581. C．Order 2642. D．Order 2668. 47．What solution is offered for the damaged apples? A．A full exchange. B．A new lamp. C．A battery check. D．A partial refund. 48．Which customer receives the delivery fee back? A．The shirt buyer. B．The desk lamp buyer. C．The phone buyer. D．The fruit buyer. B Hotel trainee Liu Ya received a complaint that there was no hot water in Room 508. Instead of saying that maintenance was busy, she apologized and asked when the guest needed to leave. The guest had a meeting in forty minutes. Liu Ya offered another room for showering and called maintenance at once. She later checked the repaired tap herself and sent the guest a breakfast coupon. The guest valued the quick practical solution more than the coupon. Liu Ya learned that good service begins by understanding what the customer needs at that moment. A clear message tells guests what will happen and when. The team records unusual repairs and reviews them at the weekly meeting. Guests can ask about the log before accepting the proposed solution. Photos, dates and reference numbers help staff locate the exact mistake. The reply separates confirmed facts from details that are still being checked. One named worker remains responsible until the promised action is complete. The service record shows every change made in the hotel. 49．What was the complaint about Room 508? A．The breakfast coupon was missing. B．The guest could not find the hotel. C．There was no hot water. D．The room had too much furniture. 50．What did Liu Ya ask first after hearing the complaint? A．When the guest needed to leave. B．Whether the guest wanted a coupon. C．Why the guest booked the hotel. D．Which restaurant the guest preferred. 51．What practical solution did Liu Ya offer? A．A new hotel for the whole group. B．Another room for showering and immediate maintenance help. C．A longer meeting for the guest. D．A discount without checking the tap. 52．What does Liu Ya learn about good service? A．A coupon is more important than action. B．A complaint should be answered with an excuse. C．Staff should wait until every problem disappears. D．Service begins by understanding the customer’s immediate need. C A useful complaint contains facts that staff can check: the product, order number, purchase date, problem and expected solution. Photos may help when goods are damaged. Polite language does not make a complaint weak. A clear message is easier to investigate than an angry message with missing details. Customers should keep receipts and give the company a reasonable time to reply. Good records protect both sides and make a fair solution more likely. The agent checks each complaint before the next reply. A clear message tells customers what will happen and when. The team records unusual details and reviews them at the weekly meeting. Customers can ask about the record before accepting the proposed solution. Photos, dates and reference numbers help staff locate the exact mistake. The reply separates confirmed facts from details that are still being checked. One named worker remains responsible until the promised action is complete. The service record shows every change made in the office. A short follow-up message asks whether the solution worked as expected. Managers compare repeated problems and change the process when necessary. 53．Which information makes a complaint easier for staff to check? A．Only the customer’s emotion. B．A short message without an order number. C．A picture of an unrelated product. D．The product, order number, date, problem and expected solution. 54．Why is a clear message better than an angry message with missing details? A．It is easier to investigate. B．It always brings a full refund. C．It makes the product cheaper. D．It removes the need for a receipt. 55．What should customers keep according to the text? A．Receipts. B．Unused complaint forms. C．Old advertisements. D．Staff uniforms. 56．Which title best fits the text? A．The History of Online Shopping B．Clear Facts Help Both Sides C．Why Customers Should Avoid Complaints D．Polite Words Solve Every Problem D When replying to a complaint, a company should first recognize the exact problem and apologize for the inconvenience. Next, it should explain the known cause without making excuses. The reply must state concrete actions and times. “We will improve” is less useful than “A replacement will leave today and arrive before Friday.” If compensation is offered, its conditions should be clear. Finally, the company should check whether the solution worked. A complete reply turns concern into action and follow-up. A clear message tells customers what will happen and when. The team records unusual actions and reviews them at the weekly meeting. Customers can ask about the reply before accepting the proposed solution. Photos, dates and reference numbers help staff locate the exact mistake. The reply separates confirmed facts from details that are still being checked. One named worker remains responsible until the promised action is complete. The service record shows every change made in the company. A short follow-up message asks whether the solution worked as expected. Managers compare repeated problems and change the process when necessary. Customers receive an update before a delivery time or repair plan changes. The company keeps the original complaint beside the final service record. 57．What should a company do first when replying to a complaint? A．Offer a discount without checking. B．Promise an unclear improvement. C．Recognize the exact problem and apologize. D．Ask the customer to write again next month. 58．What should a concrete reply state? A．Actions and times. B．The customer’s private password. C．Only the company slogan. D．A general promise with no date. 59．Why should the company check whether the solution worked? A．To delay the promised action. B．To complete the service and follow up. C．To avoid recording the complaint. D．To replace every staff member. 60．What is the main idea of the text? A．A complete reply turns a complaint into action and follow-up. B．Customers should solve company errors themselves. C．A polite sentence is enough for every complaint. D．Compensation can replace clear information. 第二节 补全对话（共5小题；每小题2.5分，满分12.5分） 根据对话内容，从方框内A、B、C、D、E五个选项中选出能填入空白处的最佳选项。 Customer: Excuse me. I’d like to make a complaint about this watch. Clerk: ____61____ Customer: The screen remains blank even after charging. Clerk: I’m sorry for the inconvenience. ____62____ Customer: Yes. I bought it last week. Here it is. Clerk: Thank you. ____63____ Customer: I would prefer an exchange if it cannot be repaired. Clerk: ____64____ Please wait for a few minutes. Customer: Thank you. Clerk: ____65____ A．It’s my pleasure. B．What seems to be the problem? C．We can arrange that if the fault is confirmed. D．We’ll get the watch checked immediately. E．May I see your receipt? 第三部分 书面表达（满分15分） 66．假设你在一家网店从事客服工作，收到顾客关于“运动手表无法充电”的投诉。请写一封回复邮件，内容包括：1. 表示歉意；2. 说明核验方式；3. 提供维修或换货方案。词数不少于80。 ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ 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 $