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核心考点，A卷基础巩固，通过真实客服情境训练语言理解与表达能力，适配单元复习，助力夯实语言能力与思维品质。 **题型特征** |题型|题量/分值|知识覆盖|命题特色| |----|-----------|----------|----------| |英语知识运用|25题/50分|日常客服对话（道歉、求助）、核心词汇（complaint, patience）、语法（条件句、连词unless）|情境真实，如“处理投诉”“客服回应”，提升语言运用能力| |阅读理解|10题/50分|在线客服重要性、服务策略、线上线下服务对比|结合社会热点（在线购物），培养信息获取与分析能力，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：40分钟 满分：100分 班级 姓名 学号 成绩 一、英语知识运用：本题共25小题，每小题2分，共50分。在每小题给出的四个选项中，只有一项符合题目要求。 1. —I’m sorry that our product brings you so much trouble. —______. A. You’re welcome B. It doesn’t matter C. That’s right D. My pleasure 2. When customers are unhappy with goods, they often make a ______. A. complaint B. decision C. promise D. difference 3. —Could you help me deal with this customer? —______. I’m not busy now. A. Sure, with pleasure B. Sorry, I am busy C. Never mind D. That’s too bad 4. Service clerks need lots of ______ when they face angry customers. A. courage B. patience C. interest D. humour 5. CS is ______ Customer Service. A. short of B. short for C. in short D. short to 6. —Excuse me, my parcel hasn’t arrived. —______. I will check it right away. A. Enjoy yourself B. Sounds great C. I’m terribly sorry D. Congratulations 7. Good service can ______ more customers for the store. A. attract B. receive C. accept D. invent 8. ______ you meet an angry customer, keep calm and listen carefully. A. Though B. When C. Unless D. Until 9. We should be polite ______ every customer all the time. A. for B. to C. at D. with 10. You won’t solve the customer’s problem ______ you listen to his words carefully. A. if B. though C. unless D. because 11. If you ______ enough patience, you will do well in customer‑service work. A. have B. had C. will have D. has 12. The shop offers hot water ______ for all customers. A. service B. free of charge C. quality D. complaint 13. —What do you think of the after‑sales service here? —______. The clerks are warm‑hearted. A. It’s awful B. It’s perfect C. It’s strange D. It’s boring 14. ______ the work is hard, service workers should still be friendly to customers. A. If B. Unless C. Though D. When 15. It is important ______ good communication skills for customer‑service jobs. A. have B. having C. to have D. had 16. Please wait ______ I come back to deal with your complaint. A. though B. until C. if D. since 17. Service workers should learn to ______ customers’ real needs quickly. A. point out B. figure out C. give out D. take out 18. —I have to complain about your service. —______. A. Thank you very much B. I’m sorry to hear that C. That’s all right D. You are welcome 19. Don’t give up ______ you meet difficult customers in your work. A. when B. though C. unless D. until 20. You shouldn’t only depend ______ simple polite words to satisfy customers. A. in B. on C. at D. for 21. I will call you ______ I get the result of your complaint. A. though B. unless C. as soon as D. so that 22. The customer hoped the shop could ______ his broken wallet. A. refund B. repeat C. review D. return 23. Every clerk ______ to greet customers with smiles in this shop. A. requires B. is required C. required D. was requiring 24. ______ you practise more, you will make greater progress in customer service. A. Though B. Unless C. If D. Until 25. —Would you mind waiting for a moment? —______. A. Yes, please B. Of course not C. Sure D. That’s OK, don’t worry 二、阅读理解：本题共10小题，每小题5分，共50分。在每小题给出的四个选项中，只有一项符合题目要求。 A Nowadays, online shopping becomes more and more popular, so online customer service plays a key role in every e-shop. Unlike offline shops, customers cannot talk with salesmen face to face, so online workers need to be more patient and warm-hearted. When customers send complaints about broken goods, delayed delivery or wrong sizes, service staff should reply quickly. First, they must say sorry sincerely for the inconvenience. Then they offer two solutions: free replacement or full refund. If buyers ask for compensation for their loss, shops need to give reasonable answers according to store rules. Good online service brings lots of regular customers. If the workers ignore customers’ messages or speak impolitely, the shop will get bad reviews. Bad comments will stop new buyers from placing orders. Therefore, all online shops train their workers on service rules regularly to keep good business. 26. What is very important for online shops? A. Cheap prices B. Online customer service C. Many kinds of clothes D. Fast packaging machines 27. Why online workers need more patience? A. They have too much work every day B. Customers can’t communicate face to face C. They work late at night D. They need to take photos of goods 28. What is the first step to deal with complaints? A. Ask customers to wait long B. Say sincere apologies C. Refuse all compensation D. Send new goods at once 29. Which solution is NOT mentioned in the passage? A. Free replacement B. Full refund C. Extra small gifts D. No service at all 30. What will happen if service workers are rude? A. More customers come to buy things B. The shop gets bad reviews C. Delivery becomes faster D. Goods become cheaper B Online customer service is widely used these days. Customers can send messages and get help at home. But online service cannot take the place of face‑to‑face service. When you talk with customers face‑to‑face, you can see their feelings and hear their voice clearly. These are very important in customer service. Though online service is fast, it sometimes cannot pass your true feelings to customers. Good service workers use both online tools and face-to-face skills. If you want to be a good service worker, you need two things. First, be patient and polite. Second, try to understand what customers really want. You will offer great service as long as you put yourself in customers’ shoes. 31. What is one advantage of online customer service? A. It can know customers’ feelings automatically B. Customers can get help at home by sending messages C. It can completely replace face-to-face service D. It can solve all kinds of problems 32. What is important for good customer-service work? A. Game skills B. Patience and understanding customers C. Expensive mobile phones D. Plenty of free time 33. Which statement is TRUE according to the passage? A. Online service can take the place of face-to-face service. B. Face-to-face communication helps you know customers’ real feelings. C. All service workers only use online messages. D. Online messages always make customers feel warm. 34. What suggestion does the writer give us? A. Give up face-to-face service and only use online tools B. Combine online-service tools with face-to-face service skills C. Never reply to customers’ online messages D. Spend all spare time chatting online 35. What is the best title for this passage? A. Two Kinds of Customer Service B. Ways to Buy Cheap Goods C. History of Online Shopping D. How to Sell More Products 学科网（北京）股份有限公司 ( 1 )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：40分钟 满分：100分 班级 姓名 学号 成绩 一、英语知识运用：本题共25小题，每小题2分，共50分。在每小题给出的四个选项中，只有一项符合题目要求。 1. —I’m sorry that our product brings you so much trouble. —______. A. You’re welcome B. It doesn’t matter C. That’s right D. My pleasure 【答案】B 【详解】考察内容：交际用语（回应道歉） 详解：句意：— 很抱歉我们的产品给您带来这么多麻烦。— 没关系。It doesn’t matter 用于回应别人道歉；You’re welcome / My pleasure 用于回应感谢；That’s right 那是对的。故选 B。 2. When customers are unhappy with goods, they often make a ______. A. complaint B. decision C. promise D. difference 【答案】A 【详解】考察内容：单元核心单词、固定短语 make a complaint 详解：句意：当顾客对商品不满意时，他们常常会投诉。make a complaint 投诉；decision 决定；promise 承诺；difference 差异。故选 A。 3.—Could you help me deal with this customer? —______. I’m not busy now. A. Sure, with pleasure B. Sorry, I am busy C. Never mind D. That’s too bad 【答案】A 【详解】考察内容：交际用语（接受请求） 详解：句意：— 你能帮我接待这位顾客吗？— 当然乐意，我现在不忙。Sure, with pleasure 乐意效劳；Sorry, I am busy 抱歉我很忙；Never mind 没关系；That’s too bad 那太糟糕了。故选 A。 4.Service clerks need lots of ______ when they face angry customers. A. courage B. patience C. interest D. humour 【答案】B 【详解】考察内容：单元核心名词辨析 详解：句意：客服人员面对生气的顾客需要很大耐心。patience 耐心；courage 勇气；interest 兴趣；humour 幽默。故选 B。 5. CS is ______ Customer Service. A. short of B. short for C. in short D. short to 【答案】B 【详解】考察内容：单元固定短语 be short for 详解：句意：CS 是 Customer Service 的缩写。be short for …… 的缩写；be short of 缺少；in short 简而言之；无 short to 搭配。故选 B。 6. —Excuse me, my parcel hasn’t arrived. —______. I will check it right away. A. Enjoy yourself B. Sounds great C. I’m terribly sorry D. Congratulations 【答案】C 【详解】考察内容：交际用语（客服场景致歉） 详解：句意：— 打扰一下，我的包裹还没到。— 非常抱歉，我马上帮您查询。I’m terribly sorry 用于客服向顾客致歉；Enjoy yourself 玩得开心；Sounds great 听起来不错；Congratulations 祝贺。故选 C。 7. Good service can ______ more customers for the store. A. attract B. receive C. accept D. invent 【答案】A 【详解】 考察内容：单元动词词义辨析 详解：句意：优质的服务可以为商店吸引更多顾客。attract 吸引；receive 收到；accept 接受；invent 发明。故选A。 8. ______ you meet an angry customer, keep calm and listen carefully. A. Though B. When C. Unless D. Until 【答案】B 【详解】考察内容：时间状语从句（when） 详解：句意：当你遇到生气的顾客，保持冷静并认真倾听。when 当…… 时候；though 虽然；unless 除非；until 直到。故选 B。 9. We should be polite ______ every customer all the time. A. for B. to C. at D. with 【答案】B 【详解】考察内容：固定搭配 be polite to sb. 详解：句意：我们要始终对每一位顾客有礼貌。be polite to sb. 对某人有礼貌，固定介词用 to.故选 B。 10. You won’t solve the customer’s problem ______ you listen to his words carefully. A. if B. though C. unless D. because 【答案】C 【详解】考察内容：条件状语从句（unless） 详解：句意：除非你认真听顾客诉说，否则你解决不了他的问题。unless 除非，如果不；if 如果；though 虽然；because 因为。故选 C。 11. If you ______ enough patience, you will do well in customer‑service work. A. have B. had C. will have D. has 【答案】A 【详解】考察内容：条件状语从句‑主将从现 详解：句意：如果你有足够耐心，你客服工作就会做得很好。if 引导条件状语从句，主将从现，从句用一般现在时；主语 you，谓语用 have。故选 A。 12. The shop offers hot water ______ for all customers. A. service B. free of charge C. quality D. complaint 【答案】B 【详解】考察内容：单元短语 free of charge 详解：句意：这家商店为所有顾客提供免费热水。free of charge 免费；service 服务；quality 质量；complaint 投诉。故选 B。 13. —What do you think of the after‑sales service here? —______. The clerks are warm‑hearted. A. It’s awful B. It’s perfect C. It’s strange D. It’s boring 【答案】B 【详解】考察内容：交际用语（评价事物） 详解：句意：— 你觉得这里的售后服务怎么样？— 非常棒，店员都很热心。It’s perfect 非常好；It’s awful 很糟糕；It’s strange 很奇怪；It’s boring 很无聊。故选 B。 14. ______ the work is hard, service workers should still be friendly to customers. A. If B. Unless C. Though D. When 【答案】C 【详解】考察内容：让步状语从句（though） 详解：句意：虽然工作很辛苦，但客服人员仍然要对顾客友好。though 虽然，引导让步状语从句；if 如果；unless 除非；when 当…… 时。故选 C。 15. It is important ______ good communication skills for customer‑service jobs. A. have B. having C. to have D. had 【答案】C 【详解】考察内容：重点句型 It is +adj.+for sb. to do sth. 详解：句意：拥有良好沟通技巧对于客服工作很重要。该句型中 it 作形式主语，真正主语为后面的不定式 to do。 故选 C。 16. Please wait ______ I come back to deal with your complaint. A. though B. until C. if D. Since 【答案】B 【详解】考察内容：时间状语从句（until） 详解：句意：请等我回来处理你的投诉。until 直到……；though 虽然；if 如果；since 自从。故选 B。 17. Service workers should learn to ______ customers’ real needs quickly. A. point out B. figure out C. give out D. take out 【答案】B 【详解】考察内容：单元动词短语辨析 详解：句意：客服人员应当学会快速弄清楚顾客的真实需求。figure out 弄明白，搞清楚；point out 指出；give out 分发；take out 取出。故选B。 18. —I have to complain about your service. —______. A. Thank you very much B. I’m sorry to hear that C. That’s all right D. You are welcome 【答案】B 【详解】考察内容：交际用语（接待顾客投诉） 详解：句意：— 我要投诉你们的服务。— 听到这件事我很遗憾。I’m sorry to hear that 听到此事很遗憾；Thank you very much 非常感谢；That’s all right 没关系；You are welcome 不客气。故选 B。 19. Don’t give up ______ you meet difficult customers in your work. A. until B. though C. unless D. when 【答案】D 【详解】考察内容：时间状语从句（when） 详解：句意：当你在工作中遇到难应付的顾客时，不要放弃。when 当…… 的时候；though 虽然；unless 除非；until 直到。故选 D。 20. You shouldn’t only depend ______ simple polite words to satisfy customers. A. in B. on C. at D. For 【答案】B 【详解】：考察内容：单元固定短语 depend on 详解：句意：你不能只依靠简单的客套话来让顾客满意。depend on 依靠、依赖，固定搭配。故选 B。 21. I will call you ______ I get the result of your complaint. A. though B. unless C. as soon as D. so that 【答案】C 【详解】】考察内容：时间状语从句（as soon as） 详解：句意：我一拿到你的投诉结果就给你打电话。as soon as 一…… 就……；though 虽然；unless 除非；so that 以便。故选 C。 22. The customer hoped the shop could ______ his broken wallet. A. refund B. repeat C. review D. Return 【答案】A 【详解】考察内容：单元动词词义辨析 详解：句意：这位顾客希望商店能为他破损的钱包退款。refund 退款；repeat 重复；review 复习；return 返回，归还。故选 A 。 23. Every clerk ______ to greet customers with smiles in this shop. A. requires B. is required C. required D. was requiring 【答案】B 【详解】考察内容：一般现在时被动语态 详解：句意：这家店里每位店员都被要求微笑迎接顾客。be required to do sth. 被要求做某事，主语 every clerk 是单数，be 动词用 is。故选 B。 24. ______ you practise more, you will make greater progress in customer service. A. Though B. Unless C. If D. Until 【答案】C 【详解】考察内容：条件状语从句（if，主将从现） 详解：句意：如果你多加练习，你在客服方面就会取得更大进步。if 如果引导条件状语从句，遵循主将从现；though 虽然；unless 除非；until 直到。故选 C。 25. —Would you mind waiting for a moment? —______. A. Yes, please B. That’s OK, don’t worry C. Sure D. Of course not 【答案】D 【详解】交际用语 Would you mind…? 的应答 详解：句意：— 你介意稍等片刻吗？— 当然不介意。Of course not 当然不；Would you mind…? 表示不介意常用 Of course not / Not at all。故选 D。 二、阅读理解：本题共10小题，每小题5分，共50分。在每小题给出的四个选项中，只有一项符合题目要求。 A Nowadays, online shopping becomes more and more popular, so online customer service plays a key role in every e-shop. Unlike offline shops, customers cannot talk with salesmen face to face, so online workers need to be more patient and warm-hearted. When customers send complaints about broken goods, delayed delivery or wrong sizes, service staff should reply quickly. First, they must say sorry sincerely for the inconvenience. Then they offer three solutions: free replacement , extra small gifts or full refund. If buyers ask for compensation for their loss, shops need to give reasonable answers according to store rules. Good online service brings lots of regular customers. If the workers ignore customers’ messages or speak impolitely, the shop will get bad reviews. Bad comments will stop new buyers from placing orders. Therefore, all online shops train their workers on service rules regularly to keep good business. 26. What is very important for online shops? A. Cheap prices B. Online customer service C. Many kinds of clothes D. Fast packaging machines 27. Why online workers need more patience? A. They have too much work every day B. Customers can’t communicate face to face C. They work late at night D. They need to take photos of goods 28. What is the first step to deal with complaints? A. Ask customers to wait long B. Say sincere apologies C. Refuse all compensation D. Send new goods at once 29. Which solution is NOT mentioned in the passage? A. Free replacement B. Full refund C. Extra small gifts D. No service at all 30. What will happen if service workers are rude? A. More customers come to buy things B. The shop gets bad reviews C. Delivery becomes faster D. Goods become cheaper 【答案】26. B 27. B 28. B 29. D 30. B 【导语】文章大意：短文围绕线上电商客服展开，讲解线上客服的重要性、处理客诉标准流程以及恶劣服务带来的负面影响。 文章释义：如今网购愈发流行，线上客服对每一家网店都至关重要。和实体店不同，顾客无法与销售人员面对面沟通，因此线上客服人员需要更有耐心、态度更温和。 当顾客因商品破损、发货延迟、尺码错误发起投诉时，客服要快速回复。首先必须为带来的不便真诚致歉，随后提供两种方案：免费换货或全额退款。若顾客要求损失补偿，店铺需根据店内规则给出合理答复。 优质线上服务能积累大量回头客。如果客服无视顾客消息、言语粗鲁，店铺会收获差评，负面评价会劝退新买家。因此所有网店都会定期培训员工服务规范，维持良好经营。 【逐题详解】 26.B 细节题，第一段第一句 online customer service plays a key role。 27.B 细节题，第一段第二句 customers cannot talk with salesmen face to face。 28.B 细节题，第二段第二句 First, they must say sorry sincerely。 29.D 细节题，文中提到换货、退款、补偿小礼品，未提及完全不提供服务。 30.B 细节题，第三段第二句 the shop will get bad reviews。 B Online customer service is widely used these days. Customers can send messages and get help at home. But online service cannot take the place of face‑to‑face service. When you talk with customers face‑to‑face, you can see their feelings and hear their voice clearly. These are very important in customer service. Though online service is fast, it sometimes cannot pass your true feelings to customers. Good service workers use both online tools and face-to-face skills. If you want to be a good service worker, you need two things. First, be patient and polite. Second, try to understand what customers really want. You will offer great service as long as you put yourself in customers’ shoes. 31. What is one advantage of online customer service? A. It can know customers’ feelings automatically B. Customers can get help at home by sending messages C. It can completely replace face-to-face service D. It can solve all kinds of problems 32. What is important for good customer-service work? A. Game skills B. Patience and understanding customers C. Expensive mobile phones D. Plenty of free time 33. Which statement is TRUE according to the passage? A. Online service can take the place of face-to-face service. B. Face-to-face communication helps you know customers’ real feelings. C. All service workers only use online messages. D. Online messages always make customers feel warm. 34. What suggestion does the writer give us? A. Give up face-to-face service and only use online tools B. Combine online-service tools with face-to-face service skills C. Never reply to customers’ online messages D. Spend all spare time chatting online 35. What is the best title for this passage? A. Two Kinds of Customer Service B. Ways to Buy Cheap Goods C. History of Online Shopping D. How to Sell More Products 【答案】31．B 32．B 33．B 34．B 35．A 【导语】本篇说明文围绕线上与线下两种客户服务方式展开，对比线上客服和面对面服务各自的特点，建议将二者相结合，为中职客服专业学生提供工作思路。 31. 答案：B 考察内容：细节理解 详解：根据第一段 “Customers can send messages and get help at home.” 可知线上客服优势：顾客在家发消息就可以获得帮助。 32. 答案：B 考察内容：细节理解 详解：由第二段 “be patient and polite. Second, try to understand what customers really want.” 可知耐心和理解顾客是做好客服的关键。 33. 答案：B 考察内容：正误判断 详解：由 “When you talk with customers face‑to‑face, you can see their feelings and hear their voice clearly.” 可知面对面交流有助于了解顾客真实感受。其余选项与原文不符。 34. 答案：B 考察内容：推理判断 详解：文中 “Good service workers use both online tools and face‑to‑face skills.”，作者建议把线上工具和面对面服务技能相结合。 35. 答案：A 考察内容：主旨标题 详解：文章主要介绍线上、线下两种客户服务模式。 学科网（北京）股份有限公司 ( 1 )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 $