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《英语 基础模块3》Unit 4 Customer Service，B卷聚焦能力提升，通过客服情境整合语言知识与应用，适配单元复习，助力构建知识网络与应试能力。 **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|元音、辅音发音规则|考查易混词发音，如loss与phone| |单项选择|25题/25分|客服词汇（discount）、语法（虚拟语气、倒装）|情境化设题，如投诉处理对话| |完形填空|10题/15分|客服流程（配送、投诉解决）|语篇围绕印刷公司错发传单案例，考查上下文理解| |阅读理解|15题/37.5分|投诉数据分析、问题解决策略|图表与案例结合，如A篇投诉统计表格，培养信息筛选能力| |书面表达|1题/15分|投诉回复邮件写作|要求道歉、说明原因及补偿措施，提升语言表达与思维品质|

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 B卷·能力提升 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．loss promise problem phone 2．trouble sound house about 3．patience make have case 4．solution question mention station 5．wants arranges checks needs 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 company offered a 15 percent ______ to make up for the delay. A．facility B．discount C．risk D．application 7．The wrong address ______ was put on the package. A．sheet B．line C．screen D．list 8．The manager expressed a ______ apology in the reply. A．obvious B．dependent C．attractive D．sincere 9．The customer’s main ______ was to receive the goods by Friday. A．attitude B．practice C．purposeful D．request 10．The second delivery will be ______ for tomorrow morning. A．scanned B．performed C．arranged D．explored 11．Good service requires staff to take ______ for mistakes. A．advantage B．education C．responsibility D．location 12．The business suffered a serious ______ because materials arrived late. A．loss B．benefit C．value D．must 13．The reply should explain the cause and offer a workable ______. A．complaint B．battery C．solution D．receipt 14．The customer asked ______ a full refund for the damaged goods. A．for B．to C．with D．at 15．We will make ______ that the replacement leaves today. A．sure B．clear C．ready D．possible 16．Having ______ the records, the manager found the wrong order number. A．check B．checking C．checked D．to check 17．The goods were expected ______ on Monday, but they arrived Thursday. A．to arrive B．arrive C．arriving D．arrived 18．The customer had the damaged box ______ before opening it. A．photographed B．photograph C．photographing D．to photographed 19．No sooner ______ the parcel than she noticed the broken seal. A．she opened B．had she opened C．she had opened D．did she opened 20．It was our failure to check the address ______ caused the problem. A．who B．where C．that D．whose 21．We will replace the goods whether the supplier ______ us or not. A．paid B．will pay C．paying D．pays 22．______ the weather caused the delay, we should have informed customers earlier. A．Because B．Unless C．So that D．Even though 23．The company reduced the price in order that the customer ______ some of the loss. A．could recover B．recovers C．will recover D．recovering 24．Only when the facts were checked ______ a formal reply. A．we sent B．we had sent C．had sent we D．did we send 25．The complaint was handled ______ professionally that the customer ordered again. A．such B．too C．very D．so 26．Had the label been checked, the mistake ______. A．would avoid B．will avoid C．would have been avoided D．had avoided 27．The customer asked when the replacement ______. A．would arrive B．will arrive C．arrives D．has arrived 28．—What action will you take about the damaged goods? —______ A．They were on the second shelf. B．We will replace them and cover the delivery cost. C．The office has a gym. D．AI improves efficiency. 29．—I’m afraid the delay has caused us a loss. —______ A．We understand and will offer compensation. B．That is not our department. C．Please search the district. D．The robot is working. 30．—Could you confirm the new delivery date in writing? —______ A．No, the battery is full. B．I prefer the old one. C．Certainly. I’ll email it to you today. D．It is beside the clinic. 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。 A printing company delivered 2,000 leaflets to the wrong branch. Because they were needed for an exhibition, even a one-day ____31____ could cause a loss. The customer sent a complaint with photos and order records. Manager Zhao first checked the address sheet and ____32____ the cause: two branches had similar names, and a worker selected the wrong one without a second check. She called the customer to confirm the deadline. The company printed another set that evening and arranged a special ____33____ for the next morning. A driver collected the wrong leaflets. Since the mistake was the company’s responsibility, Zhao reduced the price and promised a discount on a future ____34____. Her email stated each action and completion time. Afterward, Zhao changed the process. Important addresses now require confirmation by two staff members. The system shows the customer’s phone number beside the branch name and records complaints to find repeated ____35____. Effective complaint handling has two goals: solve the immediate problem and prevent it from ____36____. Compensation cannot replace a clear explanation or reliable action. Staff should admit facts and keep every ____37____ they make. A complaint provides useful information about weak points in service. A responsible company uses it to improve trust and ____38____. Quick action matters, but accuracy matters just as ____39____. The best reply turns sincere words into results the customer can ____40____. The manager saved every message and checked the delivery again carefully. 31．A．discount B．request C．delay D．receipt 32．A．hid B．repeated C．forgot D．identified 33．A．payment B．meeting C．delivery D．complaint 34．A．screen B．order C．battery D．district 35．A．benefits B．problems C．festivals D．gardens 36．A．happening B．charging C．returning D．serving 37．A．promise B．risk C．location D．price 38．A．distance B．efficiency C．weather D．privacy 39．A．much B．little C．well D．soon 40．A．explore B．decorate C．check D．compare 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。 Having ____41____ (receive) the complaint, the manager examined every record. A second delivery was ____42____ (arrange) immediately, and the price was ____43____ (reduce) by ten percent. The reply explained the cause ____44____ (clear) and promised that future orders would be checked more ____45____ (careful). The team records unusual problems 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. A short follow-up message asks whether the solution worked as expected. Customers receive an update before a delivery time or repair plan changes. The company keeps the original complaint beside the final service record. 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 Late delivery 42 18 New route tracking. Staff contact the customer, explain the time, and record the reason for the delay in the service system. Damaged package 27 9 Double-box fragile goods. Workers add protection, photograph the package, and check the contents again before sending it to the customer carefully. Wrong item 19 5 Two-person label check. Two staff compare the item, label, and order number before the parcel leaves the warehouse for final delivery. Slow reply 35 11 Weekend service team. The weekend team answers simple questions first and tells customers when a full review will finish on time. Note — — Record the cause, name an owner, set a deadline, and send a clear update before the promised action changes. 46．Which issue had the largest number of complaints? A．Damaged packages. B．Late delivery. C．Wrong items. D．Slow replies. 47．What action was taken for wrong items? A．A two-person label check. B．A weekend service team. C．A new tracking route. D．Double-boxing. 48．Which issue fell to five repeated cases after action? A．Damaged packages. B．Late delivery. C．Slow replies. D．Wrong items. B A machine-parts supplier sent a box with the correct label but the wrong parts inside. The buyer’s production line would stop the next afternoon. Account manager He Ping checked stock before replying. She reserved the correct parts, booked the fastest transport and sent the vehicle number to the buyer. She also arranged for an engineer near the buyer’s factory to inspect the parts on arrival. Only after the urgent delivery was secure did she investigate the warehouse error. Her sequence mattered: protect the customer’s operation first, then study responsibility and prevention. A clear message tells buyers what will happen and when. The team records unusual parts and reviews them at the weekly meeting. Buyers 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 factory. Customers receive an update before a delivery time or repair plan changes. 49．What immediate risk did the wrong parts create? A．The supplier lost its office key. B．The buyer’s production line might stop the next afternoon. C．The driver could not read the label. D．The factory had no telephone. 50．What did He Ping do before replying to the customer? A．She checked stock. B．She changed the customer’s order number. C．She closed the warehouse. D．She offered a discount first. 51．What did He Ping do before investigating the warehouse error? A．She secured the correct parts and urgent transport. B．She blamed the buyer for the mistake. C．She cancelled all future orders. D．She waited for the next weekly meeting. 52．What does the sequence of her actions show? A．Customer operations should be protected before responsibility is studied. B．Investigation must always come before help. C．Every warehouse error needs the same punishment. D．An urgent vehicle is never useful. C Some complaints reveal a single accident; others show a repeated process problem. Companies can group records by product, delivery stage, time and cause. A rise in damaged packages on one route may point to loading practices rather than product quality. Numbers alone need context. A new product may receive more complaints simply because sales are higher, so rates should be compared. Customer descriptions can also reveal issues hidden by broad categories. Complaint analysis works best when data leads to a named action, owner and review date. The analyst checks each complaint before the next review. A clear message tells customers what will happen and when. The team records unusual causes and reviews them at the weekly meeting. Customers can ask about the report before accepting the proposed solution. Photos, dates and reference numbers help staff locate the exact mistake. One named worker remains responsible until the promised action is complete. The service record shows every change made in the company. Managers compare repeated problems and change the process when necessary. Clear deadlines help both sides understand the next practical step. 53．How can a company group complaint records? A．By the color of the package only. B．By the customer’s favorite brand. C．By product, delivery stage, time and cause. D．By the number of office chairs. 54．Why do complaint numbers need context? A．A new product may have more complaints simply because sales are higher. B．Numbers are never useful in service work. C．Every complaint has the same cause. D．Customers cannot describe a product. 55．What makes complaint analysis useful for action? A．Data leads to a named action, owner and review date. B．A report hides the cause and deadline. C．The company removes customer descriptions. D．Only a large number is recorded. 56．Which title best fits the text? A．From Complaint Records to Specific Action B．A Weekend Service Advertisement C．Numbers Without Any Context D．Why All Packages Need New Labels D Compensation can repair part of a customer’s loss, but it cannot replace honesty. Offering a discount without explaining whether the same problem may happen again can feel like buying silence. A strong response admits confirmed facts, separates facts from what is still being checked and gives realistic deadlines. If a deadline changes, the company should contact the customer first. Trust grows when promises are specific and kept. Sometimes the most professional answer is not the largest refund, but reliable action and transparent communication. The manager checks each promise before the next deadline. A clear message tells customers what will happen and when. The team records unusual facts 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. 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. Clear deadlines help both sides understand the next practical step. The company keeps the original complaint beside the final service record. Staff check the address, product code and quantity with the customer. 57．Why is a discount alone not enough after a service problem? A．It always costs more than a refund. B．Customers dislike every discount. C．It cannot replace honesty about what happened. D．It prevents the company from checking records. 58．What should a strong response separate? A．Confirmed facts from matters still being checked. B．The refund from every company record. C．The customer from the order number. D．The driver from the delivery vehicle. 59．What should the company do if a deadline changes? A．Contact the customer first. B．Delete the original promise. C．Wait until the customer complains again. D．Send the package without notice. 60．What is the main idea of the text? A．Specific promises and transparent action help rebuild trust. B．A large refund is always the best response. C．Companies should avoid explaining delays. D．Customers care only about discounts. 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: The correct parts have still not arrived, and our line may stop tomorrow. Manager: ____61____ I have checked your order. Customer: What can you do before the deadline? Manager: ____62____ Customer: How can I track it? Manager: ____63____ Customer: And what about the extra transport cost? Manager: ____64____ Customer: Please confirm everything by email. Manager: ____65____ A．We have reserved the parts and booked an urgent vehicle. B．I sincerely apologize for the delay. C．Certainly. You will receive the written plan within ten minutes. D．I’ll send you the vehicle number and live status link. E．Since it is our fault, we will cover that cost. 第三部分 书面表达（满分15分） 66．假设你是某印刷公司的客服经理李华。客户投诉宣传单寄错，且延迟可能造成业务损失。请写一封回复邮件，内容包括：1. 道歉并说明原因；2. 重新配送安排；3. 补偿及预防措施。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 $ 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：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．loss promise problem phone 2．trouble sound house about 3．patience make have case 4．solution question mention station 5．wants arranges checks needs 【答案】1．D 2．A 3．C 4．B 5．D 【详解】 1．考查字母读音。phone中o读/əʊ/，其余三项均读/ɒ/，故选D。 2．考查字母组合读音。trouble中ou读/ʌ/，其余三项均读/aʊ/，故选A。 3．考查字母读音。have中a读/æ/，其余三项均读/eɪ/，故选C。 4．考查字母组合读音。question中-tion读/tʃən/，其余三项均读/ʃən/，故选B。 5．考查词尾读音。needs中-s读/z/，其余三项均读/s/，故选D。 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 company offered a 15 percent ______ to make up for the delay. A．facility B．discount C．risk D．application 【答案】B 【详解】为弥补延误提供15%折扣，discount合适，故选B。 7．The wrong address ______ was put on the package. A．sheet B．line C．screen D．list 【答案】A 【详解】包裹上贴错地址单，address sheet合适，故选A。 8．The manager expressed a ______ apology in the reply. A．obvious B．dependent C．attractive D．sincere 【答案】D 【详解】回复中表达真诚道歉，sincere合适，故选D。 9．The customer’s main ______ was to receive the goods by Friday. A．attitude B．practice C．purposeful D．request 【答案】D 【详解】顾客主要要求周五前收到货，request合适，故选D。 10．The second delivery will be ______ for tomorrow morning. A．scanned B．performed C．arranged D．explored 【答案】C 【详解】安排明日上午第二次配送，arranged合适，故选C。 11．Good service requires staff to take ______ for mistakes. A．advantage B．education C．responsibility D．location 【答案】C 【详解】take responsibility for mistakes表示承担责任，故选C。 12．The business suffered a serious ______ because materials arrived late. A．loss B．benefit C．value D．must 【答案】A 【详解】材料迟到导致严重损失，suffer a loss，故选A。 13．The reply should explain the cause and offer a workable ______. A．complaint B．battery C．solution D．receipt 【答案】C 【详解】回复应说明原因并给出可行方案，solution合适，故选C。 14．The customer asked ______ a full refund for the damaged goods. A．for B．to C．with D．at 【答案】A 【详解】ask for a full refund表示要求全额退款，故选A。 15．We will make ______ that the replacement leaves today. A．sure B．clear C．ready D．possible 【答案】A 【详解】make sure that...表示确保，故选A。 16．Having ______ the records, the manager found the wrong order number. A．check B．checking C．checked D．to check 【答案】C 【详解】Having checked表示核对完记录之后，故选C。 17．The goods were expected ______ on Monday, but they arrived Thursday. A．to arrive B．arrive C．arriving D．arrived 【答案】A 【详解】be expected to arrive，用to arrive，故选A。 18．The customer had the damaged box ______ before opening it. A．photographed B．photograph C．photographing D．to photographed 【答案】A 【详解】have the damaged box photographed，故选A。 19．No sooner ______ the parcel than she noticed the broken seal. A．she opened B．had she opened C．she had opened D．did she opened 【答案】B 【详解】No sooner置于句首用过去完成时倒装，had she opened，故选B。 20．It was our failure to check the address ______ caused the problem. A．who B．where C．that D．whose 【答案】C 【详解】It was...that...强调主语，故选C。 21．We will replace the goods whether the supplier ______ us or not. A．paid B．will pay C．paying D．pays 【答案】D 【详解】whether从句用一般现在时pays表将来，故选D。 22．______ the weather caused the delay, we should have informed customers earlier. A．Because B．Unless C．So that D．Even though 【答案】D 【详解】即使天气导致延误，仍应更早通知，Even though，故选D。 23．The company reduced the price in order that the customer ______ some of the loss. A．could recover B．recovers C．will recover D．recovering 【答案】A 【详解】in order that后用could recover，故选A。 24．Only when the facts were checked ______ a formal reply. A．we sent B．we had sent C．had sent we D．did we send 【答案】D 【详解】Only when...置于句首，主句用did we send，故选D。 25．The complaint was handled ______ professionally that the customer ordered again. A．such B．too C．very D．so 【答案】D 【详解】so professionally that...，故选D。 26．Had the label been checked, the mistake ______. A．would avoid B．will avoid C．would have been avoided D．had avoided 【答案】C 【详解】与过去相反，主句用would have been avoided，故选C。 27．The customer asked when the replacement ______. A．would arrive B．will arrive C．arrives D．has arrived 【答案】A 【详解】主句过去时，宾语从句用would arrive，故选A。 28．—What action will you take about the damaged goods? —______ A．They were on the second shelf. B．We will replace them and cover the delivery cost. C．The office has a gym. D．AI improves efficiency. 【答案】B 【详解】问如何处理损坏商品，B项提出换货并承担运费，故选B。 29．—I’m afraid the delay has caused us a loss. —______ A．We understand and will offer compensation. B．That is not our department. C．Please search the district. D．The robot is working. 【答案】A 【详解】对方称延误造成损失，应表示理解并提供补偿，A项合适，故选A。 30．—Could you confirm the new delivery date in writing? —______ A．No, the battery is full. B．I prefer the old one. C．Certainly. I’ll email it to you today. D．It is beside the clinic. 【答案】C 【详解】要求书面确认新日期，C项表示今天发邮件确认，故选C。 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。 A printing company delivered 2,000 leaflets to the wrong branch. Because they were needed for an exhibition, even a one-day ____31____ could cause a loss. The customer sent a complaint with photos and order records. Manager Zhao first checked the address sheet and ____32____ the cause: two branches had similar names, and a worker selected the wrong one without a second check. She called the customer to confirm the deadline. The company printed another set that evening and arranged a special ____33____ for the next morning. A driver collected the wrong leaflets. Since the mistake was the company’s responsibility, Zhao reduced the price and promised a discount on a future ____34____. Her email stated each action and completion time. Afterward, Zhao changed the process. Important addresses now require confirmation by two staff members. The system shows the customer’s phone number beside the branch name and records complaints to find repeated ____35____. Effective complaint handling has two goals: solve the immediate problem and prevent it from ____36____. Compensation cannot replace a clear explanation or reliable action. Staff should admit facts and keep every ____37____ they make. A complaint provides useful information about weak points in service. A responsible company uses it to improve trust and ____38____. Quick action matters, but accuracy matters just as ____39____. The best reply turns sincere words into results the customer can ____40____. The manager saved every message and checked the delivery again carefully. 31．A．discount B．request C．delay D．receipt 32．A．hid B．repeated C．forgot D．identified 33．A．payment B．meeting C．delivery D．complaint 34．A．screen B．order C．battery D．district 35．A．benefits B．problems C．festivals D．gardens 36．A．happening B．charging C．returning D．serving 37．A．promise B．risk C．location D．price 38．A．distance B．efficiency C．weather D．privacy 39．A．much B．little C．well D．soon 40．A．explore B．decorate C．check D．compare 【答案】31．C 32．D 33．C 34．B 35．B 36．A 37．A 38．B 39．A 40．C 【导语】记叙文。印刷公司寄错宣传单后，经理查明原因、加急补送并改进双人核址流程。 【详解】 31．名词辨析。展览急需，即便一天延误也可能造成损失，delay合适，故选C。 32．动词辨析。核对地址单后找出原因，identified合适，故选D。 33．名词辨析。安排次日早晨专送，special delivery，故选C。 34．名词辨析。承诺下次订单折扣，future order，故选B。 35．名词辨析。记录投诉以发现重复问题，problems合适，故选B。 36．动词辨析。既解决眼前问题又防止再次发生，from happening，故选A。 37．名词辨析。承认事实并信守每一个承诺，promise合适，故选A。 38．名词辨析。用投诉改进信任与效率，efficiency合适，故选B。 39．副词辨析。快速重要，准确同样重要，as much，故选A。 40．动词辨析。把真诚变成顾客可核对的结果，check合适，故选C。 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。 Having ____41____ (receive) the complaint, the manager examined every record. A second delivery was ____42____ (arrange) immediately, and the price was ____43____ (reduce) by ten percent. The reply explained the cause ____44____ (clear) and promised that future orders would be checked more ____45____ (careful). The team records unusual problems 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. A short follow-up message asks whether the solution worked as expected. Customers receive an update before a delivery time or repair plan changes. The company keeps the original complaint beside the final service record. 【答案】41．received 42．arranged 43．reduced 44．clearly 45．carefully 【导语】描述收到投诉后安排二次配送与降价回复，考查非谓语、被动与副词。 【详解】 41．Having done结构，填received。 42．delivery与arrange为被动，填arranged。 43．price与reduce为被动，填reduced。 44．修饰explained用副词clearly。 45．修饰checked用副词carefully。 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 Late delivery 42 18 New route tracking. Staff contact the customer, explain the time, and record the reason for the delay in the service system. Damaged package 27 9 Double-box fragile goods. Workers add protection, photograph the package, and check the contents again before sending it to the customer carefully. Wrong item 19 5 Two-person label check. Two staff compare the item, label, and order number before the parcel leaves the warehouse for final delivery. Slow reply 35 11 Weekend service team. The weekend team answers simple questions first and tells customers when a full review will finish on time. Note — — Record the cause, name an owner, set a deadline, and send a clear update before the promised action changes. 46．Which issue had the largest number of complaints? A．Damaged packages. B．Late delivery. C．Wrong items. D．Slow replies. 47．What action was taken for wrong items? A．A two-person label check. B．A weekend service team. C．A new tracking route. D．Double-boxing. 48．Which issue fell to five repeated cases after action? A．Damaged packages. B．Late delivery. C．Slow replies. D．Wrong items. 【答案】46．B 47．A 48．D 【导语】应用文。表格统计延误、破损、错发与回复慢等问题及改进措施。 【详解】 46．细节理解。Late delivery共42起，投诉最多，故选B。 47．细节理解。错发货采取双人标签核验，故选A。 48．细节理解。Wrong item重复案例降为5起，故选D。 B A machine-parts supplier sent a box with the correct label but the wrong parts inside. The buyer’s production line would stop the next afternoon. Account manager He Ping checked stock before replying. She reserved the correct parts, booked the fastest transport and sent the vehicle number to the buyer. She also arranged for an engineer near the buyer’s factory to inspect the parts on arrival. Only after the urgent delivery was secure did she investigate the warehouse error. Her sequence mattered: protect the customer’s operation first, then study responsibility and prevention. A clear message tells buyers what will happen and when. The team records unusual parts and reviews them at the weekly meeting. Buyers 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 factory. Customers receive an update before a delivery time or repair plan changes. 49．What immediate risk did the wrong parts create? A．The supplier lost its office key. B．The buyer’s production line might stop the next afternoon. C．The driver could not read the label. D．The factory had no telephone. 50．What did He Ping do before replying to the customer? A．She checked stock. B．She changed the customer’s order number. C．She closed the warehouse. D．She offered a discount first. 51．What did He Ping do before investigating the warehouse error? A．She secured the correct parts and urgent transport. B．She blamed the buyer for the mistake. C．She cancelled all future orders. D．She waited for the next weekly meeting. 52．What does the sequence of her actions show? A．Customer operations should be protected before responsibility is studied. B．Investigation must always come before help. C．Every warehouse error needs the same punishment. D．An urgent vehicle is never useful. 【答案】49．B 50．A 51．A 52．A 【导语】记叙文。客户经理何平处理错发零件：先保产线，再查仓库责任。 【详解】 49．细节理解。错发零件可能导致买方次日下午停线，故选B。 50．细节理解。回复前先核对库存，A项正确，故选A。 51．细节理解。调查仓库错误前先落实正确零件与加急运输，A项正确，故选A。 52．推理判断。顺序表明应先保护客户生产，再查责任与预防，A项正确，故选A。 C Some complaints reveal a single accident; others show a repeated process problem. Companies can group records by product, delivery stage, time and cause. A rise in damaged packages on one route may point to loading practices rather than product quality. Numbers alone need context. A new product may receive more complaints simply because sales are higher, so rates should be compared. Customer descriptions can also reveal issues hidden by broad categories. Complaint analysis works best when data leads to a named action, owner and review date. The analyst checks each complaint before the next review. A clear message tells customers what will happen and when. The team records unusual causes and reviews them at the weekly meeting. Customers can ask about the report before accepting the proposed solution. Photos, dates and reference numbers help staff locate the exact mistake. One named worker remains responsible until the promised action is complete. The service record shows every change made in the company. Managers compare repeated problems and change the process when necessary. Clear deadlines help both sides understand the next practical step. 53．How can a company group complaint records? A．By the color of the package only. B．By the customer’s favorite brand. C．By product, delivery stage, time and cause. D．By the number of office chairs. 54．Why do complaint numbers need context? A．A new product may have more complaints simply because sales are higher. B．Numbers are never useful in service work. C．Every complaint has the same cause. D．Customers cannot describe a product. 55．What makes complaint analysis useful for action? A．Data leads to a named action, owner and review date. B．A report hides the cause and deadline. C．The company removes customer descriptions. D．Only a large number is recorded. 56．Which title best fits the text? A．From Complaint Records to Specific Action B．A Weekend Service Advertisement C．Numbers Without Any Context D．Why All Packages Need New Labels 【答案】53．C 54．A 55．A 56．A 【导语】说明文。说明如何分组分析投诉数据，并落实到具体行动与责任人。 【详解】 53．细节理解。可按产品、配送环节、时间与原因分组，故选C。 54．细节理解。销量高时投诉数可能自然更多，数字需结合背景，A项正确，故选A。 55．细节理解。分析要落到具体行动、负责人和复查日期，A项正确，故选A。 56．主旨理解。从投诉记录到具体行动，标题选A，故选A。 D Compensation can repair part of a customer’s loss, but it cannot replace honesty. Offering a discount without explaining whether the same problem may happen again can feel like buying silence. A strong response admits confirmed facts, separates facts from what is still being checked and gives realistic deadlines. If a deadline changes, the company should contact the customer first. Trust grows when promises are specific and kept. Sometimes the most professional answer is not the largest refund, but reliable action and transparent communication. The manager checks each promise before the next deadline. A clear message tells customers what will happen and when. The team records unusual facts 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. 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. Clear deadlines help both sides understand the next practical step. The company keeps the original complaint beside the final service record. Staff check the address, product code and quantity with the customer. 57．Why is a discount alone not enough after a service problem? A．It always costs more than a refund. B．Customers dislike every discount. C．It cannot replace honesty about what happened. D．It prevents the company from checking records. 58．What should a strong response separate? A．Confirmed facts from matters still being checked. B．The refund from every company record. C．The customer from the order number. D．The driver from the delivery vehicle. 59．What should the company do if a deadline changes? A．Contact the customer first. B．Delete the original promise. C．Wait until the customer complains again. D．Send the package without notice. 60．What is the main idea of the text? A．Specific promises and transparent action help rebuild trust. B．A large refund is always the best response. C．Companies should avoid explaining delays. D．Customers care only about discounts. 【答案】57．C 58．A 59．A 60．A 【导语】议论文。强调补偿不能代替诚实，具体承诺与透明沟通才能重建信任。 【详解】 57．细节理解。折扣不能代替对事实的诚实说明，故选C。 58．细节理解。有力回复应区分已确认事实与仍在核查事项，A项正确，故选A。 59．细节理解。期限变化时应先联系客户，A项正确，故选A。 60．主旨理解。具体承诺与透明行动有助于重建信任，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: The correct parts have still not arrived, and our line may stop tomorrow. Manager: ____61____ I have checked your order. Customer: What can you do before the deadline? Manager: ____62____ Customer: How can I track it? Manager: ____63____ Customer: And what about the extra transport cost? Manager: ____64____ Customer: Please confirm everything by email. Manager: ____65____ A．We have reserved the parts and booked an urgent vehicle. B．I sincerely apologize for the delay. C．Certainly. You will receive the written plan within ten minutes. D．I’ll send you the vehicle number and live status link. E．Since it is our fault, we will cover that cost. 【答案】61．B 62．A 63．D 64．E 65．C 【导语】客户反映零件未到，经理道歉、安排加急、提供追踪并承担额外费用。 【详解】 61．客户称零件未到、产线可能停，经理应先真诚致歉，B项合适，故选B。 62．问截止日期前能做什么，A项说明已预留零件并预约加急车，故选A。 63．问如何追踪，D项提供车号与实时链接，故选D。 64．问额外运费，E项表示因我方过错将承担费用，故选E。 65．要求邮件确认，C项表示十分钟内发书面方案，故选C。 第三部分 书面表达（满分15分） 66．假设你是某印刷公司的客服经理李华。客户投诉宣传单寄错，且延迟可能造成业务损失。请写一封回复邮件，内容包括：1. 道歉并说明原因；2. 重新配送安排；3. 补偿及预防措施。词数不少于80。 ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ 【参考范文】 Dear Mr Smith, Please accept our sincere apology for the incorrect delivery. Our review found that a staff member selected the wrong branch address because two company names were similar and the label was not checked a second time. We have printed the correct leaflets and arranged an urgent delivery for tomorrow morning. The driver will collect the wrong package at the same time. Since the delay may cause a loss to your business, we will reduce this order’s price by 15 percent. From now on, two staff members will confirm every branch address before delivery. We are sorry again for the trouble. 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 $