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卷能力提升卷通过真实客服情境与梯度题型，强化语言应用与职场技能，适配单元复习。 **题型特征** |题型|题量/分值|知识覆盖|命题特色| |----|-----------|----------|----------| |阅读理解|5题/20分|主旨归纳、细节查找|以客服重要性为主题，考查信息提取能力，培养思维品质| |补全对话|5题/20分|交际句型、连词运用|模拟校园客服实训对话，检测日常交际能力，提升语言能力| |短文填空|10题/40分|介词、非谓语、从句|结合实训经历，考查语法应用（如非谓语作定语），强化学习能力| |职场写作|1题/20分|应用文写作、非谓语使用|要求写实训课程收获，贴近岗位需求，体现语言能力与职场素养|

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：40分钟 满分：100分 班级 姓名 学号 成绩 一、阅读理解：本题共5小题，每小题4分，共20分。在每小题给出的四个选项中，只有一项符合题目要求。 A Good customer service is very important for every store. When customers meet problems with products, shop workers should listen to them patiently and solve problems sincerely. If goods are broken within seven days after buying, customers have two choices: exchange new products or get all their money back. Staff must not be rude to complainers. They should take responsibility for mistakes caused by the shop. Some customers feel unhappy because of long waiting or delayed delivery. Good shops will apologize first and give proper solutions, such as small gifts as compensation. Stores with warm service always win more customers. People will come back and recommend the shop to their friends. Good service brings long-term business to shops. 1. What does the passage mainly talk about? A. How to buy cheap goods B. The importance of good customer service C. Ways to get free gifts D. How to avoid delayed delivery 2. What can customers do if products break in seven days? A. Only get some gifts B. Change new goods or get full refund C. Wait for a month D. Argue with the shop workers 3. Which attitude should shop staff have to complaining customers? A. Rude and cold B. Patient and sincere C. Unwilling to talk D. Blame customers 4. What may shops give to make up for inconvenience? A. Extra large goods B. Small compensation gifts C. Free delivery every time D. Longer shopping time 5. Why do shops need good customer service? A. It helps attract more customers B. It can raise product prices C. It saves workers’ working time D. It makes goods easier to produce 【答案】1. B 2. B 3. B 4. B 5. A 【导语】文章大意：本文围绕优质客服展开，说明门店良好服务的重要性，介绍商品售后退换规则、对待投诉顾客的正确态度以及补偿方式。 文章释义：优质客服对每一家店铺都至关重要。当顾客遇到产品问题，店员应当耐心倾听、真诚解决问题。 商品购买七天内出现损坏，顾客有两种选择：换新或者全额退款。工作人员不能对投诉顾客态度粗鲁，店铺造成失误时应当承担责任。 部分顾客会因为长时间等待、发货延迟感到不满。优质门店会先致歉，并给出合理解决方案，比如赠送小礼品作为补偿。 服务贴心的店铺总能留住更多顾客，顾客会复购并推荐给身边朋友，良好服务能为店铺带来长期生意。 【详解】 1.B 主旨题。全文围绕优质客服的重要性、服务规范展开。 2.B 细节题。原文第二段 exchange new products or get all their money back 换新或全额退款。 3.B 细节题。第一段 listen to them patiently and solve problems sincerely 耐心、真诚。 4.B 细节题。第三段 such as small gifts as compensation 赠送小礼品补偿。 5.A 细节题。第四段 win more customers 吸引更多顾客。 二、补全对话：本题共5小题，每小题4分,共20分。根据情境内容，在空白处填入一个适当的单词。 （客服场景对话） A: Hi Amy, you just finished your customer‑service training class. B: Yes, I learned a lot of service skills today. A: 6.______ do you think of this customer‑service training? B: It’s very useful. I learn how to deal with angry customers. A: Would you like to join our after‑school service‑learning group? B: I’d love to, 7.______ I have to finish my service practice report first. A: That’s all right. We can start our group activity later. B: Thank you for inviting me. I want to learn more 8.______ customer‑service skills. A: Don’t worry. We will share many useful materials 9.______ you every week. B: Sounds wonderful. I’m looking forward to it. A: 10.______ pleasure. 6. ________ 7.________ 8.________ 9.________ 10.________ 【答案】6.What 7.but 8.about 9.with 10.My 【详解】中职校园场景对话，谈论客服实训课，考查交际句型、连词、固定搭配。 6. 答案：What 考察内容：交际句型 详解：固定句型 What do you think of…? 你认为…… 怎么样，用于询问对事物的看法。 7. 答案：but 考察内容：并列连词 详解：表转折；我很想参加，但是我先要完成服务实践报告。 8. 答案：about 考察内容：固定短语 详解：learn about 学习关于……，句意：我想要学习更多关于客户服务的技能。 9. 答案：with 考察内容：固定短语 详解：share sth. with sb. 和某人分享某物。 10. 答案：My 考察内容：交际用语 详解：My pleasure. 不客气，用于回应别人感谢。 三、短文填空：本题共10小题，每小题4分, 共40分。阅读下面短文，在空白处填入一个适当的单词或括号内单词的正确形式。 Nowadays, customer‑service work is popular in many shops. I still remember the first day I went to the service training room 11.______ our vocational school. Our teacher showed us many forms 12._______(use) for recording customers’ complaints. Each form has a space 13.______(write) down customers’ real needs. We were told 14.______(keep) polite all the time when talking with customers. At first, I found it hard 15.______ communicate with unhappy customers. With my teacher’s help, I made progress little by little. The practice tasks 16.______(finish) by me every day helped me build up confidence. 17.______ I used to be afraid of dealing with complaints, now I can do it well after much practice. I believe 18.______ good service skills are helpful for my future job. We 19._______(encourage) to take service practice every week. Without enough practice, we 20.______ never master these useful service skills. 11.________ 12.________ 13.________ 14.________ 15.________ 16.________ 17.________ 18.________ 19.________ 20.________ 【答案】 11.of 12.used 13.to write 14.to keep 15.to 16.finished 17.Though/Although 18.that 19.are encouraged 20.will 【导语】记叙文，讲述在校参加客户服务实训的经历 11. 答案：of 考察内容：介词所有格 详解：the service training room of our vocational school 我们职校的服务实训教室。 12. 答案：used 考察内容：过去分词作定语 详解：forms used for recording customers’ complaints，“被用来记录顾客投诉的表格”，form 和 use 被动关系。 13. 答案：to write 考察内容：不定式作后置定语 详解：a space to write down customers’ real needs 用来写下顾客真实需求的空白处。 14. 答案：to keep 考察内容：固定搭配 详解：be told to do sth. 被告知要做某事。 15. 答案：to 考察内容：重点句型 详解：find it +adj.+to do sth. 发现做某事……；it 为形式宾语，真正宾语是后面不定式。 16. 答案：finished 考察内容：过去分词作定语 详解：tasks finished by me 由我完成的任务，task 和 finish 为被动。 17. 答案：Though / Although 考察内容：让步状语从句（单元核心语法） 详解：Though/Although 引导让步状语从句，意为 “虽然”；虽然我过去害怕处理投诉，但是经过大量练习我现在可以做好。 18. 答案：that 考察内容：宾语从句引导词 详解：宾语从句句意完整，用 that 引导，that 可以省略。 19. 答案：are encouraged 考察内容：一般现在时被动语态 详解：句意：我们被鼓励每周参加服务实训；主语 we 和 encourage 被动关系。 20. 答案：will 考察内容：隐含条件状语从句（主将从现） 详解：Without enough practice 相当于 if we don’t have enough practice；主句用一般将来时 will，句意：如果没有充足练习，我们永远不会掌握这些实用的服务技能。 四、职场写作：本题共20分。 客服实训课帮助我们掌握客户服务的基础技能，为今后从事服务岗位做好准备。请以 A Useful Customer‑service Training Class 为题，写一篇 80‑120 词的短文。 要求： ①写明实训课程名称、上课周期； ②课程主要实训内容与个人收获； ③自身感悟与后续学习计划； ④尽量使用非谓语动词作定语；不得出现真实校名、姓名。 __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 【答案】例文： A Useful Customer‑service Training Class Last term, I took a customer‑service training class given by our school. The training lessons, lasting one and a half hours every Wednesday, teach us to receive customers, deal with complaints and use complaint‑recording forms used in service work. I learn to be patient and polite when facing unhappy customers. I also practise communicating with partners in class. This training class is really useful for me. In future, I will take more practice to improve my customer‑service skills for my future job. 【导语】本篇职场应用文，围绕 Unit4 客户服务实训主题，要求写实训课程，交代课程周期、实训内容、个人收获、未来学习计划；结合春考要求，考查非谓语动词作定语、时间状语从句、一般过去时，贴合中职学生服务岗位的真实学习场景。 【详解】核心词汇 customer‑service training class 客户服务实训课 deal with complaints 处理投诉 patient and polite 耐心且有礼貌 complaint‑recording forms 投诉记录表 improve service skills 提升服务技能 单元核心语法 1. 非谓语动词作定语 ①given by our school（过去分词作后置定语，表被动：学校开设的） ②lasting one and a half hours every Wednesday（现在分词作后置定语，表主动：每周三持续一个半小时的） ③used in service work（过去分词作后置定语，表被动：服务工作中使用的） 2. 时间状语从句：when facing unhappy customers（when 引导时间状语从句的省略） 3. 一般将来时：will take more practice，描述今后的学习计划。 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 B卷·能力提升 考试时间：40分钟 满分：100分 班级 姓名 学号 成绩 一、阅读理解：本题共5小题，每小题4分，共20分。在每小题给出的四个选项中，只有一项符合题目要求。 A Good customer service is very important for every store. When customers meet problems with products, shop workers should listen to them patiently and solve problems sincerely. If goods are broken within seven days after buying, customers have two choices: exchange new products or get all their money back. Staff must not be rude to complainers. They should take responsibility for mistakes caused by the shop. Some customers feel unhappy because of long waiting or delayed delivery. Good shops will apologize first and give proper solutions, such as small gifts as compensation. Stores with warm service always win more customers. People will come back and recommend the shop to their friends. Good service brings long-term business to shops. 1. What does the passage mainly talk about? A. How to buy cheap goods B. The importance of good customer service C. Ways to get free gifts D. How to avoid delayed delivery 2. What can customers do if products break in seven days? A. Only get some gifts B. Change new goods or get full refund C. Wait for a month D. Argue with the shop workers 3. Which attitude should shop staff have to complaining customers? A. Rude and cold B. Patient and sincere C. Unwilling to talk D. Blame customers 4. What may shops give to make up for inconvenience? A. Extra large goods B. Small compensation gifts C. Free delivery every time D. Longer shopping time 5. Why do shops need good customer service? A. It helps attract more customers B. It can raise product prices C. It saves workers’ working time D. It makes goods easier to produce 二、补全对话：本题共5小题，每小题4分,共20分。根据情境内容，在空白处填入一个适当的单词。 （客服场景对话） A: Hi Amy, you just finished your customer‑service training class. B: Yes, I learned a lot of service skills today. A: 6.______ do you think of this customer‑service training? B: It’s very useful. I learn how to deal with angry customers. A: Would you like to join our after‑school service‑learning group? B: I’d love to, 7.______ I have to finish my service practice report first. A: That’s all right. We can start our group activity later. B: Thank you for inviting me. I want to learn more 8.______ customer‑service skills. A: Don’t worry. We will share many useful materials 9.______ you every week. B: Sounds wonderful. I’m looking forward to it. A: 10.______ pleasure. 6. ________ 7.________ 8.________ 9.________ 10.________ 三、短文填空：本题共10小题，每小题4分, 共40分。阅读下面短文，在空白处填入一个适当的单词或括号内单词的正确形式。 Nowadays, customer‑service work is popular in many shops. I still remember the first day I went to the service training room 11.______ our vocational school. Our teacher showed us many forms 12._______(use) for recording customers’ complaints. Each form has a space 13.______(write) down customers’ real needs. We were told 14.______(keep) polite all the time when talking with customers. At first, I found it hard 15.______ communicate with unhappy customers. With my teacher’s help, I made progress little by little. The practice tasks 16.______(finish) by me every day helped me build up confidence. 17.______ I used to be afraid of dealing with complaints, now I can do it well after much practice. I believe 18.______ good service skills are helpful for my future job. We 19._______(encourage) to take service practice every week. Without enough practice, we 20.______ never master these useful service skills. 11.________ 12.________ 13.________ 14.________ 15.________ 16.________ 17.________ 18.________ 19.________ 20.________ 四、职场写作：本题共20分。 客服实训课帮助我们掌握客户服务的基础技能，为今后从事服务岗位做好准备。请以 A Useful Customer‑service Training Class 为题，写一篇 80‑120 词的短文。 要求： ①写明实训课程名称、上课周期； ②课程主要实训内容与个人收获； ③自身感悟与后续学习计划； ④尽量使用非谓语动词作定语；不得出现真实校名、姓名。 _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 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 $