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卷基础巩固卷，紧扣教材核心考点，通过铁路客服、机场服务等真实服务场景，考查学生语言理解与表达能力，适配单元复习需求。 **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|服务场景词汇（如answer, change）|以铁路客服故事考查词汇辨析，培养思维品质| |语法填空|10题/15分|虚词（如because, but）及语法（被动语态等）|结合咖啡店、餐厅服务情境，渗透文化意识| |阅读理解|12题/30分|机场服务、铁路宠物运输等信息获取|选取社会热点素材（如宠物高铁托运），提升语言能力| |补全对话|5题/15分|购物交际用语|模拟商店服务场景，强化语言应用能力| |阅读回答问题|5题/20分|失物招领流程信息提取|以滴滴服务计划为素材，考查信息整合与思维品质|

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 A卷·基础巩固 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。 Wang Ying answers calls on a railway service hotline. She helps passengers with travel problems. She has helped people find a ____1____ to their problems. Wang answers more than 200 calls each day. Every caller has a different need, ____2____ she listens carefully. Some people ask about tickets. Others need help when a train change makes their plan ____3____. Wang also writes down passengers' ideas. She sends the ideas to her team, and the team uses them to make the service ____4____. For example, the railway added easier ways to choose a seat and get a refund. One summer, a man needed to go home quickly to see his sick mother. He could not find a direct ticket. Wang checked the trains one by one and found a way for him to ____5____ trains and arrive that day. Wang says that a good service worker should be patient and ____6____. A kind voice can make a trip feel ____7____. Passengers now ask not only if a ticket can be bought, but also which train is faster or more ____8____. Wang believes that customer service is more than answering questions. It means hearing people, finding answers, and making travel ____9____. Her work shows that small acts of care can make a big ____10____. 1．A．color B．price C．answer D．noise 2．A．but B．or C．if D．so 3．A．hard B．quiet C．clean D．easy 4．A．worse B．better C．slower D．later 5．A．lose B．close C．stop D．change 6．A．empty B．famous C．careful D．cold 7．A．safe B．short C．late D．heavy 8．A．expensive B．comfortable C．slow D．dark 9．A．smaller B．older C．easier D．noisier 10．A．meal B．station C．ticket D．difference 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. because　　 B. to　　 C. a　　 D. also　　E. but Zhao Qiying is an 86-year-old coffee shop owner in Qingdao. She writes the menu on a small board. When a customer comes in, she asks: "What would you like to drink?" She writes every order in a notebook. Many students come to her shop ____11____ it is warm and friendly. Zhao says the shop is not just ____12____ place for coffee. It is ____13____ a warm home for students. Once customers asked for avocado coffee (牛油果咖啡), she tried ____14____ make it. She is old, ____15____ she keeps learning and working every day. 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。 Deng Wei is a kitchen manager at a hotpot restaurant in Zhengzhou. He cannot hear or speak. About half of the staff are like him. The restaurant is ____16____ (design) for them. Customers choose food by themselves. They also make their own sauce. So there is little need ____17____ talking. The walls show pictures of gestures (手势) ____18____ (help) communication. Every table has a card. A customer can point at the card ____19____ he wants more soup. The owner says: "All staff are the same. They work hard ____20____ (support) their families." He believes good service is about patience and kindness. 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 Beijing Service desks are at Beijing Capital International Airport and Beijing Daxing International Airport. They offer help in one place for visitors from other countries. Use the table to see what visitors can do at the airports and during a short stay. Staff provide help with money, phone, travel, culture and travel needs at both airports for visitors. Desks stand in arrival areas for visitors from other countries. Service — Details Payment help — Staff explain cash, bank-card and QR-code payment. They can also help visitors download a payment app. Money service — Visitors can get cash from foreign bank cards and change money at the desk. Travel card — The Beijing Pass is a card that can be used again after adding money for buses and trains and some shops and places to visit. Free tours — Visitors waiting for another flight can join a free half-day tour. One tour goes to the Great Wall; another visits the Temple of Heaven and passes Tian'anmen Square. When to sign up — Visitors can join at the airport. Tour guides meet them there each day. Main aim — The service helps visitors from other countries feel welcome and makes travel, shopping and visiting places easier. 21. Where can visitors from other countries find Beijing Service desks? A．At two Beijing airports. B．At every railway station. C．Only in the city centre. D．At the Great Wall. 22. What can staff help visitors do? A．Book a hotel abroad. B．Download a payment app. C．Drive a tour bus. D．Buy a train for the whole city. 23. Which place is on one of the free half-day tours? A．The Great Wall only. B．A village farm. C．The Temple of Heaven. D．Beijing Daxing Airport. 24. What does “help in one place” mean in the notice? A．Help with many needs in one place. B．A trip with no stops. C．A shop that sells only one thing. D．A bus that runs once a day. Passage B China Railway has started a test service for passengers who want to travel with cats or dogs. The service can be used on some high-speed trains between five stations on the Beijing-Shanghai line. Passengers must book a place at least two days before the trip through the 12306 system. A pet must be a healthy cat or dog. It must weigh no more than 15 kilograms and be no taller than 40 centimetres at the shoulder. The pet travels in a special box in a different part of the train, away from the seats. The box has air and water when needed. It also has tools to check the air. Railway staff check the pets often. Owners should arrive two to six hours before the train starts to get ready at the station. After the train arrives, owners can get their pets in one hour. A text message or phone call tells them when to get the pet. The service follows a simple rule: the pet and the owner leave and arrive on the same train. Owners cannot feed or see pets on the train. The test came after the railway customer service center asked the public about pet travel. Many passengers had asked for this kind of help. 25. What animals can use the test service? A．Healthy cats or dogs. B．All farm animals. C．Only birds. D．Large wild animals. 26. How early must passengers book a place? A．One hour before. B．One day before. C．At least two days before. D．After the train leaves. 27. Where do pets travel on the train? A．Under the owner's seat beside the passenger. B．In a different part of the train. C．In the dining car with the food. D．In the driver's room at the front. 28. What can we learn from the test service? A．Owners and pets travel on different trains. B．Only large dogs can use the new service. C．It was made after passengers asked for help. D．Pets can sit beside their owners on every train. Passage C Wan Haibo works at a delivery station in Tianjin. He became a delivery worker in 2018 after leaving his home in Hebei. Each package is important to the customer, so Wan tries to send it to the right person on time. He usually delivers about 500 packages a day. On big online shopping days, the number may go up to 700 or even 1,000. He starts early in the morning by sorting packages and may work until night. When bad weather could delay a package, he calls the customer and tells why. He calls customers when a package is late, so they know what is happening. Wan has delivered more than 720,000 packages without a mistake. He does not put fresh food or heavy packages in a box, although that would save time. Older people and people with health problems often need extra help. Wan helps them buy medicine and carry away rubbish when he brings their packages. He also volunteers in his local community. He checks the streets for rubbish and safety problems, then reports dangers to the local office. Wan says customer happiness is always important. He feels proud that delivery workers are getting more respect. He plans to keep serving customers and hopes more people will join volunteer work. 29. When did Wan become a delivery worker? A．In 2018. B．In 2020. C．In 2022. D．In 2025. 30. What does Wan do when bad weather may delay a package? A．He keeps silent. B．He sends it to a shop. C．He calls the customer. D．He stops all deliveries. 31. Who does Wan help buy medicine? A．Tour guides visiting the city. B．Older people and people who need extra help. C．Online shop owners from local stores. D．Train drivers working at stations. 32. What can we learn from Wan's work? A．Fast delivery is the only goal of this job. B．Delivery workers can serve their community too. C．Volunteers should never help customers or neighbors. D．Heavy packages should always go into lockers. 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: Good morning. Welcome to our store. ____33____ B: Yes, please. I’m looking for a schoolbag. A: ____34____ B: I want a blue one that is light and strong. A: This one may be right for you. ____35____ B: It looks nice. How much is it? A: 120 yuan. ____36____ B: Yes. I’ll take it. A: OK. I’ll pack it for you. ____37____ B: Thank you very much. A: You’re welcome. Have a nice day! A. When does the store close? B. What kind of schoolbag would you like? C. Please keep the receipt in case you need to return it. D. Would you like to try it on your shoulder? E. Why do you want to leave without buying anything? F. Can I help you? G. Would you like to take it? 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） Didi has made a plan to improve its lost-item service. The plan asks people who find a passenger's lost thing to contact the passenger at once and help return it. If they cannot call the passenger, they should call Didi's customer service. The passenger and the person who finds it can choose a good time and place to meet. A passenger may give the driver a fair amount of money for time and travel. If the two sides cannot agree, the driver should take the item to a police station within 48 hours after contacting the passenger. The plan also says that a driver who loses or damages an item should pay proper payment. Items worth 2,000 yuan or more are valuable things, and passengers should report them to the police. Didi asked the public to share more new ideas about the plan. The company hopes clear rules will make it easier for passengers and drivers to handle lost items. 38. What should a person who finds a lost thing do first after finding a passenger's lost item? ________________________________________________ 39. Who should the person who finds it contact if the passenger cannot be reached? ________________________________________________ 40. How much money may a passenger give the driver? ________________________________________________ 41. Where should the driver take the item if the two sides cannot agree? ________________________________________________ 42. What items are called valuable things in the plan? ________________________________________________ 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：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。 Wang Ying answers calls on a railway service hotline. She helps passengers with travel problems. She has helped people find a ____1____ to their problems. Wang answers more than 200 calls each day. Every caller has a different need, ____2____ she listens carefully. Some people ask about tickets. Others need help when a train change makes their plan ____3____. Wang also writes down passengers' ideas. She sends the ideas to her team, and the team uses them to make the service ____4____. For example, the railway added easier ways to choose a seat and get a refund. One summer, a man needed to go home quickly to see his sick mother. He could not find a direct ticket. Wang checked the trains one by one and found a way for him to ____5____ trains and arrive that day. Wang says that a good service worker should be patient and ____6____. A kind voice can make a trip feel ____7____. Passengers now ask not only if a ticket can be bought, but also which train is faster or more ____8____. Wang believes that customer service is more than answering questions. It means hearing people, finding answers, and making travel ____9____. Her work shows that small acts of care can make a big ____10____. 1．A．color B．price C．answer D．noise 2．A．but B．or C．if D．so 3．A．hard B．quiet C．clean D．easy 4．A．worse B．better C．slower D．later 5．A．lose B．close C．stop D．change 6．A．empty B．famous C．careful D．cold 7．A．safe B．short C．late D．heavy 8．A．expensive B．comfortable C．slow D．dark 9．A．smaller B．older C．easier D．noisier 10．A．meal B．station C．ticket D．difference 【答案】 1.C 2.D 3.A 4.B 5.D 6.C 7.A 8.B 9.C 10.D 【导语】 本文是一篇记叙文，介绍铁路客服人员Wang Ying接听热线、解决乘客出行问题并根据反馈改进服务的经历。 【详解】 1. 考查名词词义辨析；句意：她帮助许多人找到问题的答案。color颜色；price价格；answer答案；noise噪音。前文说帮助乘客解决问题，answer符合语境，故选C。 2. 考查连词辨析；句意：每位来电者的需求都不同，所以她会认真倾听。so所以；but但是；or或者；if如果。后句是前句的结果，so连接因果，故选D。 3. 考查形容词词义辨析；句意：有些人需要帮助，因为换乘让他们的计划变得困难。hard困难的；quiet安静的；clean干净的；easy容易的。需要客服帮助说明计划遇到困难，故选A。 4. 考查形容词词义辨析；句意：团队利用这些想法让服务变得更好。worse更差的；better更好的；slower更慢的；later更晚的。下文列举增加便利服务，说明服务得到改善，故选B。 5. 考查动词词义辨析；句意：Wang逐趟查看列车，找到让他换乘列车并在当天到达的方法。change更换；lose丢失；close关闭；stop停止。change trains意为换乘列车，符合语境，故选D。 6. 考查形容词词义辨析；句意：好的服务人员应该有耐心且细心。careful细心的；empty空的；famous著名的；cold寒冷的。客服需要认真处理需求，careful符合语境，故选C。 7. 考查形容词词义辨析；句意：亲切的声音仍然能让旅程感觉更安全。safe安全的；short短的；late迟的；heavy重的。客服帮助乘客解决出行问题，safe符合语境，故选A。 8. 考查形容词词义辨析；句意：乘客还会询问哪趟列车更快或更舒适。expensive昂贵的；comfortable舒适的；slow慢的；dark黑暗的。与更快并列的是出行体验，comfortable符合语境，故选B。 9. 考查形容词比较级辨析；句意：她的工作让旅行变得更容易。smaller更小的；older更老的；easier更容易的；noisier更吵的。客服的作用是解决问题、提供便利，easier符合语境，故选C。 10. 考查名词词义辨析与固定搭配；句意：小小的关心也能产生很大的影响。meal饭；station车站；ticket车票；difference影响。make a difference意为产生影响，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. because　　 B. to　　 C. a　　 D. also　　E. but Zhao Qiying is an 86-year-old coffee shop owner in Qingdao. She writes the menu on a small board. When a customer comes in, she asks: "What would you like to drink?" She writes every order in a notebook. Many students come to her shop ____11____ it is warm and friendly. Zhao says the shop is not just ____12____ place for coffee. It is ____13____ a warm home for students. Once customers asked for avocado coffee (牛油果咖啡), she tried ____14____ make it. She is old, ____15____ she keeps learning and working every day. 【答案】 11.A 12.C 13.D 14.B 15.E 【导语】 本文是一篇记叙文，讲述青岛 86 岁咖啡店主赵琦英的故事：她手写菜单、用笔记本记单，把店铺经营成学生的温暖聚集地，年纪虽大仍坚持学习新东西。 【详解】 11. 考查状语从句（原因状语从句）。句意：很多学生来她的店，因为这里温暖又友好。because 引导原因状语从句，说明学生来店里的原因，故选 A。 12. 考查冠词。句意：赵奶奶说这家店不只是喝咖啡的地方。place 是单数可数名词，用不定冠词 a 表示“一个”，故选 C。 13. 考查副词。句意：它也是学生们温暖的家。also 意为“也”，放在 be 动词之后，故选 D。 14. 考查非谓语动词（不定式）。句意：有一次顾客点了牛油果咖啡，她就学着做。固定搭配 try to do sth 意为“试着做某事”，故选 B。 15. 考查并列连词。句意：她年纪大了，但她仍然每天学习、工作。but 表转折关系，故选 E。 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。 Deng Wei is a kitchen manager at a hotpot restaurant in Zhengzhou. He cannot hear or speak. About half of the staff are like him. The restaurant is ____16____ (design) for them. Customers choose food by themselves. They also make their own sauce. So there is little need ____17____ talking. The walls show pictures of gestures (手势) ____18____ (help) communication. Every table has a card. A customer can point at the card ____19____ he wants more soup. The owner says: "All staff are the same. They work hard ____20____ (support) their families." He believes good service is about patience and kindness. 【答案】 16.designed 17.for 18.helping 19.when 20.to support 【导语】 本文是一篇说明文，介绍郑州一家为听障员工设计的火锅店：自助取餐减少沟通，手势海报和提示卡方便交流，员工靠自己的双手认真生活。 【详解】 16. 考查被动语态。句意：这家餐厅就是为他们设计的。restaurant 与 design 是被动关系，一般现在时的被动语态用 is designed，故填 designed。 17. 考查介词（无提示词）。句意：所以几乎不需要说话。need for sth 意为“对……的需要”，故填 for。 18. 考查非谓语动词（现在分词作定语）。句意：墙上贴着手势图片，帮助沟通。helping 与 pictures 是主动关系，作定语修饰 pictures。 19. 考查状语从句（时间状语从句）。句意：顾客想加汤时，可以指着卡片。when 引导时间状语从句，表示“当……的时候”，故填 when。 20. 考查非谓语动词（不定式表目的）。句意：他们努力工作来养家。work hard to do sth 用动词不定式 to support 表示目的。 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 Beijing Service desks are at Beijing Capital International Airport and Beijing Daxing International Airport. They offer help in one place for visitors from other countries. Use the table to see what visitors can do at the airports and during a short stay. Staff provide help with money, phone, travel, culture and travel needs at both airports for visitors. Desks stand in arrival areas for visitors from other countries. Service — Details Payment help — Staff explain cash, bank-card and QR-code payment. They can also help visitors download a payment app. Money service — Visitors can get cash from foreign bank cards and change money at the desk. Travel card — The Beijing Pass is a card that can be used again after adding money for buses and trains and some shops and places to visit. Free tours — Visitors waiting for another flight can join a free half-day tour. One tour goes to the Great Wall; another visits the Temple of Heaven and passes Tian'anmen Square. When to sign up — Visitors can join at the airport. Tour guides meet them there each day. Main aim — The service helps visitors from other countries feel welcome and makes travel, shopping and visiting places easier. 21. Where can visitors from other countries find Beijing Service desks? A．At two Beijing airports. B．At every railway station. C．Only in the city centre. D．At the Great Wall. 22. What can staff help visitors do? A．Book a hotel abroad. B．Download a payment app. C．Drive a tour bus. D．Buy a train for the whole city. 23. Which place is on one of the free half-day tours? A．The Great Wall only. B．A village farm. C．The Temple of Heaven. D．Beijing Daxing Airport. 24. What does “help in one place” mean in the notice? A．Help with many needs in one place. B．A trip with no stops. C．A shop that sells only one thing. D．A bus that runs once a day. 【答案】 21.A 22.B 23.C 24.A 【导语】 本文是一篇应用文，介绍北京两座机场的Beijing Service服务台及其为外国游客提供的支付、换汇、交通卡和短途游等服务。 【详解】 21.细节理解题。根据第一段“at Beijing Capital International Airport and Beijing Daxing International Airport”可知，服务台设在北京两座机场。故选A。 22.细节理解题。根据表格“Payment help”中的“help visitors download a payment app”可知，工作人员可以帮助游客下载支付应用。故选B。 23.细节理解题。根据表格“Free tours”中的“another visits the Temple of Heaven”可知，其中一条免费半日游线路参观天坛。故选C。 24.词义猜测题。表格列出了支付、换汇、交通卡和旅游等多项帮助，说明help in one place指在一个地方获得多种服务。故选A。 Passage B China Railway has started a test service for passengers who want to travel with cats or dogs. The service can be used on some high-speed trains between five stations on the Beijing-Shanghai line. Passengers must book a place at least two days before the trip through the 12306 system. A pet must be a healthy cat or dog. It must weigh no more than 15 kilograms and be no taller than 40 centimetres at the shoulder. The pet travels in a special box in a different part of the train, away from the seats. The box has air and water when needed. It also has tools to check the air. Railway staff check the pets often. Owners should arrive two to six hours before the train starts to get ready at the station. After the train arrives, owners can get their pets in one hour. A text message or phone call tells them when to get the pet. The service follows a simple rule: the pet and the owner leave and arrive on the same train. Owners cannot feed or see pets on the train. The test came after the railway customer service center asked the public about pet travel. Many passengers had asked for this kind of help. 25. What animals can use the test service? A．Healthy cats or dogs. B．All farm animals. C．Only birds. D．Large wild animals. 26. How early must passengers book a place? A．One hour before. B．One day before. C．At least two days before. D．After the train leaves. 27. Where do pets travel on the train? A．Under the owner's seat beside the passenger. B．In a different part of the train. C．In the dining car with the food. D．In the driver's room at the front. 28. What can we learn from the test service? A．Owners and pets travel on different trains. B．Only large dogs can use the new service. C．It was made after passengers asked for help. D．Pets can sit beside their owners on every train. 【答案】 25.A 26.C 27.B 28.C 【导语】 本文是一篇说明文，介绍高铁宠物运输试点的适用宠物、预约要求、运输方式、办理时间和服务缘起。 【详解】 25.细节理解题。根据第四句“A pet must be a healthy cat or dog”可知，试点服务面向健康的猫或狗。故选A。 26.细节理解题。根据“Passengers must book a place at least two days before the trip”可知，乘客至少要提前两天预约。故选C。 27.细节理解题。根据“The pet travels in a special box in a different part of the train”可知，宠物在列车的独立区域内运输。故选B。 28.推理判断题。文章说明客服中心先进行公众调查，且许多乘客曾询问宠物乘车，由此可知试点服务是根据乘客需求推出的。故选C。 Passage C Wan Haibo works at a delivery station in Tianjin. He became a delivery worker in 2018 after leaving his home in Hebei. Each package is important to the customer, so Wan tries to send it to the right person on time. He usually delivers about 500 packages a day. On big online shopping days, the number may go up to 700 or even 1,000. He starts early in the morning by sorting packages and may work until night. When bad weather could delay a package, he calls the customer and tells why. He calls customers when a package is late, so they know what is happening. Wan has delivered more than 720,000 packages without a mistake. He does not put fresh food or heavy packages in a box, although that would save time. Older people and people with health problems often need extra help. Wan helps them buy medicine and carry away rubbish when he brings their packages. He also volunteers in his local community. He checks the streets for rubbish and safety problems, then reports dangers to the local office. Wan says customer happiness is always important. He feels proud that delivery workers are getting more respect. He plans to keep serving customers and hopes more people will join volunteer work. 29. When did Wan become a delivery worker? A．In 2018. B．In 2020. C．In 2022. D．In 2025. 30. What does Wan do when bad weather may delay a package? A．He keeps silent. B．He sends it to a shop. C．He calls the customer. D．He stops all deliveries. 31. Who does Wan help buy medicine? A．Tour guides visiting the city. B．Older people and people who need extra help. C．Online shop owners from local stores. D．Train drivers working at stations. 32. What can we learn from Wan's work? A．Fast delivery is the only goal of this job. B．Delivery workers can serve their community too. C．Volunteers should never help customers or neighbors. D．Heavy packages should always go into lockers. 【答案】 29.A 30.C 31.B 32.B 【导语】 本文是一篇记叙文，讲述天津快递员Wan Haibo认真配送、帮助有需要的居民并参与社区志愿服务的经历。 【详解】 29.细节理解题。根据第一段“He became a delivery worker in 2018”可知，Wan于2018年成为快递员。故选A。 30.细节理解题。根据第四句“When bad weather could delay a package, he calls the customer”可知，恶劣天气可能造成延误时，他会给顾客打电话。故选C。 31.细节理解题。根据“Older people and people with health problems often need extra help”及“Wan helps them buy medicine”可知，他帮助老年人和有健康问题的人买药。故选B。 32.推理判断题。文章既介绍Wan的快递工作，也介绍他检查社区安全、报告隐患等志愿服务，说明快递员也可以服务社区。故选B。 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: Good morning. Welcome to our store. ____33____ B: Yes, please. I’m looking for a schoolbag. A: ____34____ B: I want a blue one that is light and strong. A: This one may be right for you. ____35____ B: It looks nice. How much is it? A: 120 yuan. ____36____ B: Yes. I’ll take it. A: OK. I’ll pack it for you. ____37____ B: Thank you very much. A: You’re welcome. Have a nice day! A. When does the store close? B. What kind of schoolbag would you like? C. Please keep the receipt in case you need to return it. D. Would you like to try it on your shoulder? E. Why do you want to leave without buying anything? F. Can I help you? G. Would you like to take it? 【答案】 33.F 34.B 35.D 36.G 37.C 【导语】 本篇是一则商店顾客服务情景对话。对话围绕购买书包展开：店员主动询问需求、推荐商品并请顾客试背，随后确认是否购买、打包并提醒保留小票以便退换，体现礼貌、规范的客户服务日常交际场景。 【详解】 33. 考查情景交际。句意：我能帮您吗？开场欢迎顾客后，店员应主动提供帮助；下文顾客表示在找书包，F 选项符合服务开场用语。 34. 考查情景交际。句意：您想要什么样的书包？下文顾客说明想要蓝色、轻便又结实的，可知此处询问具体需求，B 选项与答语对应。 35. 考查情景交际。句意：您要不要背上试试？前文已推荐商品，下文顾客评价看起来不错，此处请顾客试用体验，D 选项得体自然。 36. 考查情景交际。句意：您想买下它吗？前文已报价，下文顾客表示要买，说明此处确认是否购买，G 选项符合销售收尾用语。 37. 考查情景交际。句意：请保留小票，以备需要退货时使用。前文表示将帮忙打包，本句补充售后提醒，C 选项体现完整客户服务。 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） Didi has made a plan to improve its lost-item service. The plan asks people who find a passenger's lost thing to contact the passenger at once and help return it. If they cannot call the passenger, they should call Didi's customer service. The passenger and the person who finds it can choose a good time and place to meet. A passenger may give the driver a fair amount of money for time and travel. If the two sides cannot agree, the driver should take the item to a police station within 48 hours after contacting the passenger. The plan also says that a driver who loses or damages an item should pay proper payment. Items worth 2,000 yuan or more are valuable things, and passengers should report them to the police. Didi asked the public to share more new ideas about the plan. The company hopes clear rules will make it easier for passengers and drivers to handle lost items. 38. What should a person who finds a lost thing do first after finding a passenger's lost item? ________________________________________________ 39. Who should the person who finds it contact if the passenger cannot be reached? ________________________________________________ 40. How much money may a passenger give the driver? ________________________________________________ 41. Where should the driver take the item if the two sides cannot agree? ________________________________________________ 42. What items are called valuable things in the plan? ________________________________________________ 【答案】 38. Contact the passenger at once and help return the item. 39. Didi's customer service. 40. A fair amount for the driver's time and travel. 41. To a police station. 42. Items worth 2,000 yuan or more. 【导语】 本文是一篇说明文，介绍网约车平台关于乘客遗失物品的处理规则，包括联系失主、协商归还、联系客服和报警等办法。 【详解】 38.考查细节理解。根据第二句“contact the passenger at once and help return it”可知，找到物品后首先要立即联系乘客并协助归还。 39.考查细节理解。根据“If they cannot call the passenger, they should call Didi's customer service”可知，联系不到乘客时应联系滴滴客服。 40.考查细节理解。根据“A passenger may give the driver a fair amount of money for time and travel”可知，乘客可以给司机一笔合理的时间和路程补偿。 41.考查细节理解。根据“the driver should take the item to a police station”可知，双方无法达成一致时，司机应把物品送到警察局。 42.考查细节理解。根据“Items worth 2,000 yuan or more are valuable things”可知，价值2000元及以上的物品属于贵重物品。 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 $