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卷以“客户服务”为主题，通过运动用品店、酒店、超市等真实情境设计试题，适配中职单元复习，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| |----|-----------|----------|----------| |完形填空|10题/20分|词汇辨析、语境理解|以运动用品店服务故事为情境，考查服务场景中的词汇应用| |语法填空|10题/15分|虚词运用、语法规则|结合乳品公司、AI客服等社会热点，检测语法在服务场景中的准确使用| |阅读理解|12题/30分|信息获取、推理判断|三篇短文分别聚焦酒店服务指南、电话客服技巧、超市服务案例，覆盖服务流程与沟通策略| |补全对话|5题/15分|交际用语|以产品投诉情境设计对话，考查服务沟通中的实用表达| |阅读回答问题|5题/20分|综合语言输出|围绕在线购物服务评价，要求提炼信息并组织答案，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：60分钟 满分：100分 班级_____姓名_____学号_____成绩_____ 第Ⅰ卷 客观题（共80分） Ⅰ. 完形填空（1—10题，每题2分，共20分） 阅读下面短文，掌握大意，然后从每题所给的四个选项中选出最佳选项。 Clint wanted to start running, but he did not have running shoes. His family told him to visit Whirlaway Sports, a store that sells sports ____1____. He went there for help. A store worker welcomed him and called a running specialist. The specialist asked about Clint's running style, old shoes, and usual places to run. He also watched Clint move and checked his feet with a simple ____2____. This helped him understand what kind of shoes would feel ____3____. The specialist then showed Clint several pairs. He explained each pair and gave his honest ____4____. He did not push Clint to buy the most expensive shoes. Instead, he talked about price and helped Clint choose a pair that matched his ____5____. The worker thought the shoes might soon be on sale. He asked his manager to give Clint the lower ____6____. He cared more about the customer's needs than making a quick ____7____. Clint remembered the visit because the service was personal and ____8____. The worker listened, gave clear answers, and offered a useful solution. Clint later used this experience in his own customer-support work. The story shows that good service does not always need big actions. A warm welcome, careful questions, and honest help can make customers ____9____. When people feel respected, they may return to the store and tell ____10____ about it. 1．A．tickets B．equipment C．letters D．plants 2．A．window B．bottle C．machine D．book 3．A．broken B．empty C．late D．comfortable 4．A．opinion B．address C．meal D．color 5．A．noise B．weather C．needs D．station 6．A．road B．price C．team D．name 7．A．sale B．visit C．answer D．profit 8．A．helpful B．silent C．heavy D．famous 9．A．angry B．happy C．busy D．weak 10．A．nothing B．nobody C．anywhere D．someone 【答案】 1.B 2.C 3.D 4.A 5.C 6.B 7.D 8.A 9.B 10.D 【导语】 本文是一篇记叙文，讲述顾客Clint在运动用品店得到细致、诚实的购鞋建议，并从这次经历中理解优质客服的意义。 【详解】 1. 考查名词词义辨析；句意：这家当地商店出售运动装备。tickets票；equipment装备；letters信件；plants植物。运动鞋店出售运动用品，equipment符合语境，故选B。 2. 考查名词词义辨析；句意：工作人员用一台简单的机器检查他的脚。window窗户；bottle瓶子；machine机器；book书。下文说用来了解脚和鞋子，machine符合语境，故选C。 3. 考查形容词词义辨析；句意：这帮助工作人员选择舒适的鞋子。broken坏的；empty空的；late迟的；comfortable舒适的。选择鞋子要考虑穿着感受，comfortable符合语境，故选D。 4. 考查名词词义辨析；句意：他解释每双鞋的优点，并给出诚实的意见。opinion意见；address地址；meal饭；color颜色。结合honest可知是诚实的意见，故选A。 5. 考查名词词义辨析；句意：他帮助Clint选择符合自己需要的一双鞋。noise噪音；weather天气；needs需要；station车站。前文围绕跑步情况和价格提供建议，needs符合语境，故选C。 6. 考查名词词义辨析；句意：他请经理给Clint较低的价格。road道路；price价格；team团队；name名字。下文说打折，lower price为合理搭配，故选B。 7. 考查名词词义辨析；句意：他更关心顾客的需要，而不是快速获利。sale销售；visit参观；answer答案；profit利润。与making a quick搭配并与顾客需求对比的是profit，故选D。 8. 考查形容词词义辨析；句意：这次服务很有针对性，也很有帮助。helpful有帮助的；silent安静的；heavy重的；famous著名的。工作人员提供建议和解决方案，helpful符合语境，故选A。 9. 考查形容词词义辨析；句意：热情接待、认真提问和诚实帮助能让顾客感到开心。angry生气的；happy开心的；busy忙的；weak虚弱的。良好服务带来积极感受，happy符合语境，故选B。 10. 考查代词词义辨析；句意：当人们受到尊重时，他们可能再次光顾并把这件事告诉别人。nothing没有什么；nobody没有人；anywhere任何地方；someone某人。tell someone about it表示告诉别人，故选D。 Ⅱ. 语法填空（11—20题，每题1.5分，共15分） 阅读下面短文，从方框中选择适当的词填空，使短文完整通顺。每个词限用一次。 A. if　　 B. for　　 C. In　　 D. their　　E. and Some companies win customers' hearts; others lose them. A dairy company (乳品公司) once listened to online jokes and invited the actress Ma Yili to be its brand ambassador (代言人). People praised it ____11____ its quick action. Another restaurant chain did the opposite. It refused to accept criticism, ____12____ its sales fell fast. ____13____ the digital age, customers talk loudly online. ____14____ a company ignores them, it may lose ____15____ trust. Good service is not about clever words. It is about solving real problems. A company that listens grows strong. A company that refuses to listen will soon fall behind. 【答案】 11.B 12.E 13.C 14.A 15.D 【导语】 本文是一篇议论文，作者论证“以消费者为中心”：伊利倾听网友建议请马伊琍代言被称赞，另一餐厅拒绝批评导致销量下滑，呼吁企业重视顾客反馈。 【详解】 11. 考查介词。句意：人们称赞它，因为它行动快。for 可表示原因，意为“因为、由于”，故选 B。 12. 考查并列连词。句意：它拒绝接受批评，于是销量迅速下滑。and 连接两个并列分句，故选 E。 13. 考查介词。句意：在数字时代，顾客在网上大声说话。固定搭配 in the digital age 意为“在数字时代”，故选 C。 14. 考查状语从句（条件状语从句）。句意：如果公司忽视顾客，就可能失去他们的信任。if 引导条件状语从句，表示“如果”，故选 A。 15. 考查物主代词。句意：……就可能失去他们的信任。their 作定语修饰 trust，指顾客的信任，故选 D。 阅读下面短文，在空白处填入1个适当单词或括号内单词的正确形式。 China Consumers Association (中国消费者协会) released a report on customer service. In the first half of this year, it handled (处理) about 986,000 complaints. About 27 percent of them were about after-sales service. Many people are unhappy ____16____ AI customer service. They cannot find a human worker easily. One man bought a wrong game pack. He could not get his money back ____17____ the seller. ____18____ woman was locked out of her home ____19____ her smart door lock stopped working. She called the company, but no human answered. At last, she paid for a locksmith (锁匠) herself. The association asks companies ____20____ (give) customers an easy way to reach human workers. AI can help, but people still matter. 【答案】 16.with 17.from 18.A 19.because 20.to give 【导语】 本文是一则新闻报道，介绍中国消费者协会发布的客服报告：上半年受理约 98.6 万件投诉，约 27% 与售后有关，AI 客服“找不到人工、信息不准”成为突出问题。 【详解】 16. 考查介词（无提示词）。句意：很多人对 AI 客服不满意。固定搭配 be unhappy with 意为“对……不满意”，故填 with。 17. 考查介词（无提示词）。句意：他无法从卖家那里拿回钱。固定搭配 get sth back from sb 意为“从某人那里拿回某物”，故填 from。 18. 考查冠词（无提示词）。句意：一位女士因为智能门锁停止工作而被锁在门外。a 是不定冠词，表示“一位”，故填 A。 19. 考查状语从句（原因状语从句）。句意：一位女士因为智能门锁坏了而被锁在门外。because 引导原因状语从句，说明被困的原因，故填 because。 20. 考查非谓语动词（不定式）。句意：消协要求公司为顾客提供方便找到人工客服的途径。固定搭配 ask sb to do sth 意为“要求某人做某事”，故填 to give。 Ⅲ. 阅读理解（21—32题，每题2.5分，共30分） 阅读下面三篇短文，从每题所给的四个选项中选出最佳选项。 Passage A Sunshine Hotel Customer Service Notice Time: 24 hours a day. Place: Front desk on Floor 1, or call 800-5566. What we can help with: We help guests with room problems, lost items, taxi booking, and simple travel questions. Guests can also borrow umbrellas and phone chargers at the desk. How to ask for help: Come to the front desk, or send a message through the hotel app. For urgent needs at night, please call the 24-hour line. Staff will answer in Chinese or English. After you leave: If you find a problem with your bill, please contact us within seven days. Keep your room card number and receipt. We will check and reply within two working days. 21. Where is the hotel front desk? A．On Floor 1. B．On Floor 5. C．At the airport only. D．In the basement shop. 22. What can guests borrow at the desk? A．Umbrellas and phone chargers. B．Cars and bikes. C．Schoolbooks and pens. D．Cooking pots and pans. 23. How can guests ask for help at night? A．Wait until the next morning only. B．Call the 24-hour line. C．Write a letter to the manager. D．Post a note on the door. 24. What should guests keep if there is a bill problem? A．Their room card number and receipt. B．Only a photo of the building. C．A map of the city center. D．A ticket for a free meal. 【答案】 21.A 22.A 23.B 24.A 【导语】 本文是一篇应用文，介绍Sunshine Hotel的客服服务时间、帮助内容、求助方式以及离店后账单问题的处理办法。 【详解】 21.细节理解题。根据“Place: Front desk on Floor 1”可知前台在一楼。故选A。 22.细节理解题。根据“Guests can also borrow umbrellas and phone chargers at the desk”可知可借用雨伞和充电器。故选A。 23.细节理解题。根据“For urgent needs at night, please call the 24-hour line”可知夜间可拨打24小时热线。故选B。 24.细节理解题。根据“Keep your room card number and receipt”可知账单有问题时需保留房卡号和小票。故选A。 Passage B Good phone customer service starts with listening. When a customer calls, the worker should let the person finish speaking before giving an answer. Short notes help the worker remember key facts such as the order number and the main problem. Clear language is also important. Workers should avoid words that are too hard. If a step is complex, they can break it into small parts. For example, they may say, "First open the app. Then tap 'Orders'." This helps customers follow each step. Sometimes the first answer is not enough. A good worker checks whether the problem is solved. They may ask, "Does it work now?" If not, they try another way or pass the call to a specialist. The goal is to solve the problem, not only to end the call quickly. Finally, a polite ending leaves a better feeling. Workers can thank the customer for waiting and tell them what will happen next. Even when the answer is "no", a clear reason and a possible choice can keep trust. Phone service is short, but care still matters. 25. What should a worker do first when a customer calls? A．Let the person finish speaking. B．Hang up at once. C．Speak only in long hard words. D．Ask the customer to write a letter. 26. Why should workers break a complex step into small parts? A．To make the call longer. B．To help customers follow each step. C．To sell more expensive products. D．To avoid writing any notes. 27. What may a good worker ask after giving an answer? A．"Does it work now?" B．"Why are you calling again?" C．"Can you pay more money?" D．"Do you want to stop shopping?" 28. What is the passage mainly about? A．How to give better phone customer service. B．How to build a new phone factory. C．How to write long school reports. D．How to close every shop early. 【答案】 25.A 26.B 27.A 28.A 【导语】 本文是一篇说明文，介绍电话客服中倾听、清楚表达、确认问题是否解决以及礼貌收尾等做法，强调用心服务的重要性。 【详解】 25.细节理解题。根据第一段“the worker should let the person finish speaking before giving an answer”可知应先让顾客说完。故选A。 26.细节理解题。根据第二段“This helps customers follow each step”可知拆分步骤是为了让顾客跟上。故选B。 27.细节理解题。根据第三段“They may ask, ‘Does it work now?’”可知会确认问题是否解决。故选A。 28.主旨大意题。全文围绕电话客服的倾听、表达、确认和收尾展开，说明如何提供更好的电话服务。故选A。 Passage C Liu Mei works at a supermarket customer service desk in Chongqing. Every day she meets people who need help with returns, price checks, or finding goods. She says a smile is the first tool of her job. One afternoon, an old man brought back a bag of rice. He said the bag was broken and some rice had fallen out. Liu checked the receipt and the bag. She found that the bag was damaged before sale. She gave the man a new bag and helped him put it into his cart. Later, a young mother could not find baby milk. The shelves looked empty. Liu called the storeroom and learned that a new box had just arrived. She walked with the mother to get the milk. The mother thanked her for saving time. Liu believes customer service is not only about rules. It is about seeing what people need and acting quickly. She keeps a small notebook of common questions so new workers can learn faster. "When customers leave happy," she says, "the store wins too." 29. Where does Liu Mei work? A．At a supermarket customer service desk. B．At a railway ticket office. C．At a hospital front desk. D．At a school library. 30. What did Liu do for the old man? A．She gave him a new bag of rice. B．She asked him to leave at once. C．She sold him a broken bag again. D．She called the police for help. 31. How did Liu help the young mother? A．She walked with her to get the baby milk. B．She told her to shop in another city. C．She asked her to wait until next month. D．She sold her a bag of rice instead. 32. What does Liu keep a notebook for? A．To help new workers learn common questions. B．To write school homework after work. C．To list every customer's phone number. D．To draw pictures of empty shelves. 【答案】 29.A 30.A 31.A 32.A 【导语】 本文是一篇记叙文，讲述重庆超市客服Liu Mei处理退换货、帮助顾客找商品，并用笔记本帮助新员工学习常见问题的经历。 【详解】 29.细节理解题。根据第一段“Liu Mei works at a supermarket customer service desk in Chongqing”可知她在超市客服台工作。故选A。 30.细节理解题。根据第二段“She gave the man a new bag”可知她给了老人一袋新米。故选A。 31.细节理解题。根据第三段“She walked with the mother to get the milk”可知她陪母亲去取奶粉。故选A。 32.细节理解题。根据第四段“She keeps a small notebook of common questions so new workers can learn faster”可知笔记本用于帮助新员工学习。故选A。 Ⅳ. 补全对话（33—37题，每题3分，共15分） 阅读下面对话，从A—G七个选项中选出五个最佳选项，其中有两个多余选项。 A: Excuse me. ____33____ B: I’m sorry to hear that. ____34____ A: I bought this headset here yesterday, but it doesn’t work. B: I see. ____35____ A: Yes. Here are the receipt and the headset. B: Thank you. We can exchange it for a new one. A: That would be great. ____36____ B: It usually takes about ten minutes. A: All right. I appreciate your help. B: It’s my pleasure. ____37____ A: Thank you. I’ll come again if I need something. A. Good service means listening carefully and solving problems quickly. B. May I have a look at your receipt? C. What seems to be the problem? D. Where is the fitting room? E. I’d like to make a complaint about this product. F. How long will the exchange take? G. Why did you break the headset on purpose? 【答案】 33.E 34.C 35.B 36.F 37.A 【导语】 本篇是一则售后投诉处理情景对话。对话围绕耳机故障换货展开：顾客礼貌提出投诉，店员认真询问问题、核对小票并办理换货，同时说明所需时间；最后强调优质服务在于认真倾听并迅速解决问题，体现规范、得体的客户服务交际场景。 【详解】 33. 考查情景交际。句意：我想就这件商品进行投诉。作为顾客开场，应先表明来意；下文店员表示抱歉并继续询问，E 选项符合投诉开场用语。 34. 考查情景交际。句意：请问是什么问题？前文已致歉，下文顾客说明耳机不能用，此处应询问具体故障，C 选项承接服务流程。 35. 考查情景交际。句意：我可以看一下您的小票吗？下文顾客出示小票和耳机，可知此处提出核验请求，B 选项符合售后办理规范。 36. 考查情景交际。句意：换货需要多久？前文店员提出可换新，下文回答大约十分钟，此处询问办理时长，F 选项与答语对应。 37. 考查情景交际。句意：好的服务意味着认真倾听并迅速解决问题。问题已处理完毕，本句总结服务理念，后文顾客表示认可并愿再来，A 选项符合结尾点题。 第Ⅱ卷 主观题（共20分） Ⅴ. 阅读下面短文，根据短文内容回答问题。（38—42题，每题4分，共20分） Many online shops now ask customers to rate service after each order. A clear rating helps the shop see what is good and what needs to change. Customers can give stars for delivery speed, product quality, and the worker's attitude. If a customer has a problem, the shop should reply within 24 hours. A useful reply explains the reason and offers a choice, such as a return, an exchange, or a small gift. Empty words like "Sorry" without a next step often make people more unhappy. Shops also train new workers with real examples. They listen to recorded calls and talk about better answers. The goal is not only high scores. It is to make customers feel respected and willing to shop again. 38. What can customers give stars for after each order? ________________________________________________ 39. How soon should the shop reply if a customer has a problem? ________________________________________________ 40. What may a useful reply offer as a choice? ________________________________________________ 41. Why are empty words like "Sorry" without a next step not enough? ________________________________________________ 42. What is the goal of training new workers with real examples? ________________________________________________ 【答案】 38. Delivery speed, product quality, and the worker's attitude. 39. Within 24 hours. 40. A return, an exchange, or a small gift. 41. Because they often make people more unhappy. 42. To make customers feel respected and willing to shop again. 【导语】 本文是一篇说明文，介绍网店如何通过评分、及时回复和真实案例培训来改进客户服务，让顾客感到被尊重并愿意再次购买。 【详解】 38.考查细节理解。根据第一段“Customers can give stars for delivery speed, product quality, and the worker's attitude”可知可就配送速度、商品质量和工作人员态度打星。 39.考查细节理解。根据第二段“the shop should reply within 24 hours”可知应在24小时内回复。 40.考查细节理解。根据第二段“offers a choice, such as a return, an exchange, or a small gift”可知可提供退货、换货或小礼物等选择。 41.考查细节理解。根据第二段“Empty words like ‘Sorry’ without a next step often make people more unhappy”可知空泛道歉会更让人不悦。 42.考查细节理解。根据末段“It is to make customers feel respected and willing to shop again”可知培训目标是让顾客感到被尊重并愿意再来。 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：60分钟 满分：100分 班级_____姓名_____学号_____成绩_____ 第Ⅰ卷 客观题（共80分） Ⅰ. 完形填空（1—10题，每题2分，共20分） 阅读下面短文，掌握大意，然后从每题所给的四个选项中选出最佳选项。 Clint wanted to start running, but he did not have running shoes. His family told him to visit Whirlaway Sports, a store that sells sports ____1____. He went there for help. A store worker welcomed him and called a running specialist. The specialist asked about Clint's running style, old shoes, and usual places to run. He also watched Clint move and checked his feet with a simple ____2____. This helped him understand what kind of shoes would feel ____3____. The specialist then showed Clint several pairs. He explained each pair and gave his honest ____4____. He did not push Clint to buy the most expensive shoes. Instead, he talked about price and helped Clint choose a pair that matched his ____5____. The worker thought the shoes might soon be on sale. He asked his manager to give Clint the lower ____6____. He cared more about the customer's needs than making a quick ____7____. Clint remembered the visit because the service was personal and ____8____. The worker listened, gave clear answers, and offered a useful solution. Clint later used this experience in his own customer-support work. The story shows that good service does not always need big actions. A warm welcome, careful questions, and honest help can make customers ____9____. When people feel respected, they may return to the store and tell ____10____ about it. 1．A．tickets B．equipment C．letters D．plants 2．A．window B．bottle C．machine D．book 3．A．broken B．empty C．late D．comfortable 4．A．opinion B．address C．meal D．color 5．A．noise B．weather C．needs D．station 6．A．road B．price C．team D．name 7．A．sale B．visit C．answer D．profit 8．A．helpful B．silent C．heavy D．famous 9．A．angry B．happy C．busy D．weak 10．A．nothing B．nobody C．anywhere D．someone Ⅱ. 语法填空（11—20题，每题1.5分，共15分） 阅读下面短文，从方框中选择适当的词填空，使短文完整通顺。每个词限用一次。 A. if　　 B. for　　 C. In　　 D. their　　E. and Some companies win customers' hearts; others lose them. A dairy company (乳品公司) once listened to online jokes and invited the actress Ma Yili to be its brand ambassador (代言人). People praised it ____11____ its quick action. Another restaurant chain did the opposite. It refused to accept criticism, ____12____ its sales fell fast. ____13____ the digital age, customers talk loudly online. ____14____ a company ignores them, it may lose ____15____ trust. Good service is not about clever words. It is about solving real problems. A company that listens grows strong. A company that refuses to listen will soon fall behind. 阅读下面短文，在空白处填入1个适当单词或括号内单词的正确形式。 China Consumers Association (中国消费者协会) released a report on customer service. In the first half of this year, it handled (处理) about 986,000 complaints. About 27 percent of them were about after-sales service. Many people are unhappy ____16____ AI customer service. They cannot find a human worker easily. One man bought a wrong game pack. He could not get his money back ____17____ the seller. ____18____ woman was locked out of her home ____19____ her smart door lock stopped working. She called the company, but no human answered. At last, she paid for a locksmith (锁匠) herself. The association asks companies ____20____ (give) customers an easy way to reach human workers. AI can help, but people still matter. Ⅲ. 阅读理解（21—32题，每题2.5分，共30分） 阅读下面三篇短文，从每题所给的四个选项中选出最佳选项。 Passage A Sunshine Hotel Customer Service Notice Time: 24 hours a day. Place: Front desk on Floor 1, or call 800-5566. What we can help with: We help guests with room problems, lost items, taxi booking, and simple travel questions. Guests can also borrow umbrellas and phone chargers at the desk. How to ask for help: Come to the front desk, or send a message through the hotel app. For urgent needs at night, please call the 24-hour line. Staff will answer in Chinese or English. After you leave: If you find a problem with your bill, please contact us within seven days. Keep your room card number and receipt. We will check and reply within two working days. 21. Where is the hotel front desk? A．On Floor 1. B．On Floor 5. C．At the airport only. D．In the basement shop. 22. What can guests borrow at the desk? A．Umbrellas and phone chargers. B．Cars and bikes. C．Schoolbooks and pens. D．Cooking pots and pans. 23. How can guests ask for help at night? A．Wait until the next morning only. B．Call the 24-hour line. C．Write a letter to the manager. D．Post a note on the door. 24. What should guests keep if there is a bill problem? A．Their room card number and receipt. B．Only a photo of the building. C．A map of the city center. D．A ticket for a free meal. Passage B Good phone customer service starts with listening. When a customer calls, the worker should let the person finish speaking before giving an answer. Short notes help the worker remember key facts such as the order number and the main problem. Clear language is also important. Workers should avoid words that are too hard. If a step is complex, they can break it into small parts. For example, they may say, "First open the app. Then tap 'Orders'." This helps customers follow each step. Sometimes the first answer is not enough. A good worker checks whether the problem is solved. They may ask, "Does it work now?" If not, they try another way or pass the call to a specialist. The goal is to solve the problem, not only to end the call quickly. Finally, a polite ending leaves a better feeling. Workers can thank the customer for waiting and tell them what will happen next. Even when the answer is "no", a clear reason and a possible choice can keep trust. Phone service is short, but care still matters. 25. What should a worker do first when a customer calls? A．Let the person finish speaking. B．Hang up at once. C．Speak only in long hard words. D．Ask the customer to write a letter. 26. Why should workers break a complex step into small parts? A．To make the call longer. B．To help customers follow each step. C．To sell more expensive products. D．To avoid writing any notes. 27. What may a good worker ask after giving an answer? A．"Does it work now?" B．"Why are you calling again?" C．"Can you pay more money?" D．"Do you want to stop shopping?" 28. What is the passage mainly about? A．How to give better phone customer service. B．How to build a new phone factory. C．How to write long school reports. D．How to close every shop early. Passage C Liu Mei works at a supermarket customer service desk in Chongqing. Every day she meets people who need help with returns, price checks, or finding goods. She says a smile is the first tool of her job. One afternoon, an old man brought back a bag of rice. He said the bag was broken and some rice had fallen out. Liu checked the receipt and the bag. She found that the bag was damaged before sale. She gave the man a new bag and helped him put it into his cart. Later, a young mother could not find baby milk. The shelves looked empty. Liu called the storeroom and learned that a new box had just arrived. She walked with the mother to get the milk. The mother thanked her for saving time. Liu believes customer service is not only about rules. It is about seeing what people need and acting quickly. She keeps a small notebook of common questions so new workers can learn faster. "When customers leave happy," she says, "the store wins too." 29. Where does Liu Mei work? A．At a supermarket customer service desk. B．At a railway ticket office. C．At a hospital front desk. D．At a school library. 30. What did Liu do for the old man? A．She gave him a new bag of rice. B．She asked him to leave at once. C．She sold him a broken bag again. D．She called the police for help. 31. How did Liu help the young mother? A．She walked with her to get the baby milk. B．She told her to shop in another city. C．She asked her to wait until next month. D．She sold her a bag of rice instead. 32. What does Liu keep a notebook for? A．To help new workers learn common questions. B．To write school homework after work. C．To list every customer's phone number. D．To draw pictures of empty shelves. Ⅳ. 补全对话（33—37题，每题3分，共15分） 阅读下面对话，从A—G七个选项中选出五个最佳选项，其中有两个多余选项。 A: Excuse me. ____33____ B: I’m sorry to hear that. ____34____ A: I bought this headset here yesterday, but it doesn’t work. B: I see. ____35____ A: Yes. Here are the receipt and the headset. B: Thank you. We can exchange it for a new one. A: That would be great. ____36____ B: It usually takes about ten minutes. A: All right. I appreciate your help. B: It’s my pleasure. ____37____ A: Thank you. I’ll come again if I need something. A. Good service means listening carefully and solving problems quickly. B. May I have a look at your receipt? C. What seems to be the problem? D. Where is the fitting room? E. I’d like to make a complaint about this product. F. How long will the exchange take? G. Why did you break the headset on purpose? 第Ⅱ卷 主观题（共20分） Ⅴ. 阅读下面短文，根据短文内容回答问题。（38—42题，每题4分，共20分） Many online shops now ask customers to rate service after each order. A clear rating helps the shop see what is good and what needs to change. Customers can give stars for delivery speed, product quality, and the worker's attitude. If a customer has a problem, the shop should reply within 24 hours. A useful reply explains the reason and offers a choice, such as a return, an exchange, or a small gift. Empty words like "Sorry" without a next step often make people more unhappy. Shops also train new workers with real examples. They listen to recorded calls and talk about better answers. The goal is not only high scores. It is to make customers feel respected and willing to shop again. 38. What can customers give stars for after each order? ________________________________________________ 39. How soon should the shop reply if a customer has a problem? ________________________________________________ 40. What may a useful reply offer as a choice? ________________________________________________ 41. Why are empty words like "Sorry" without a next step not enough? ________________________________________________ 42. What is the goal of training new workers with real examples? ________________________________________________ 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 $