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Unit 4　Customer Service
一、选择合适的单词或短语，用其适当形式补全以下句子
(complaint, make up for，apology，refund，mention，get... checked, repair, inconvenience)
1．We received a letter of ________ from Jack.He took the notebook by mistake.
2．I'm so sorry for the ________ caused.
3．—Did she ________ where she was going
—Yes. She said she would go to the library. 4.I'd like to have my mobile phone ________.It can’t be powered on.
5．Excuse me, I would like to make a ________.
6．If you are not satisfied with the goods, they will ________your money.
7．We'll________ your sports watch ________ immediately.
8．I hope you can reduce the price a bit to________ the loss.
二、英语知识运用
1．—Hi, Tom. ________？
—Pretty good, thanks. And you
A．How are you doing
B. How do you do
C. What are you doing
D. Who are you
2. —You'd better take an umbrella. It________ in the afternoon.
—Thank you. I will put one in my bag.
A．will be rain
B．rains
C．is raining
D．is going to rain
3．He often practices ________ the guitar after class.
A．play B．playing
C．to play D．played
4．A headmaster ________ a school.
A．in charge of B．is in charge of
C．in the charge of D．is in the charge of
5．—Lily, what will you do if you meet some crime
—I must call the police for help________.
A．in time B．at no time
C．all the time D．by the time
6．—I'm leaving now.
—________ you turn off the lights when you leave the room.
A．To make sure　 B．Make sure 　
C．Made sure 　 D．Making sure
7．________ the fact that sharks are caught and finned, the number of large sharks around America falls quickly.
A．In spite of　 B．Due to 　
C．Rather than 　 D．In case of
8．As a worker, you must know it’s important to ________ the quality of the products while working.
A．describe B．persuade
C．interrupt D．guarantee
9．It is impolite to talk back to your grandpa. please Go and________ to him.
A．explain　 B．apologize 　
C．listen 　 D．write
10．—Tell Mary that there’s someone ________ for her at the door.
—OK，no problem.
A．waiting B．waited
C．waits D．to wait
11．Cathy is afraid of the dog. She will run away ________she sees it.
A．ever since B．although
C．as soon as D．so that
12．Thanks to the development of science and technology，our lives are much________ than before.
A．most convenient
B．the most convenient
C．convenient
D．more convenient
13．—Mom, can I go to the party tonight
—________ you come back before 10 o'clock tonight, dear.
A．As long as B．Because
C．When D．Although
14．—What's the secret of success, Dr King
—Never give up，________you’ll make it someday.
A．and B．but
C．or D．so
15．This advertisement says the Huawei mobile phone ________.
FOR SALEHuawei mobile phoneBought last monthLook almost the same as a new one & work wellContact Mike：555888
A．is made by Mike
B．was sold last month
C．is in good condition
D．has been sold already
三、根据情景内容补全对话
S：Good morning, sir. 1.________ can I help you
C：Yes. I'd like to make a 2. ________ . The goods you sent to us seem to be out of joint with your samples.
S：What's the matter
C：It's not what I asked for.
S：What's 3. ________ with it
C：It's not the right material.
S：Really
C：The pattern is not right, either.
S：Let me check it.Oh, sorry, we sent the goods wrong.
C：Can you 4. ________ other goods for me
S：Sure. May I see your receipt
C：Of 5. ________. Here you are.
S：OK. We'll exchange other goods for you.
C：All right.
四、短文填空
Dear Sir or Madam，
I bought an electronic dictionary from your online shop on January 1st, 1.________ I found it has some problems after 2.________ (use) it for a short period of time.
To begin with, the battery needs 3.________ (recharge) after a mere 2 hours of use. This means that I need to carry my charger with me when I go 4.________ for a day. In addition, the buttons on the electronic dictionary 5.________(be) so small that it is nearly 6.________(possible) to type anything with them.
Personally, I found this to be 7.________(complete) unacceptable. Therefore, I would like either to 8.________(exchange) for another model 9.________ works well or a full refund . I am looking forward 10.________ your prompt reply.
Yours sincerely，
Li Ming
五、阅读理解
Hi, dear boys and girls! You are the customers today. Customers are the gods. I’m glad to tell you how to be a healthy kid. Here are some rules you should follow.
First, eat different foods, especially fruit and vegetables. You may have a favorite food, but you'd better eat something different. If you eat different foods, you will probably get more nutrients (营养物质) your body needs.
Then, drink water and milk as often as possible. When you're really thirsty, cold water is the No. l choice. Milk is a great drink that can give you more calcium (钙) your body needs to grow strong bones.
Next, listen to your body. How do you feel when you are full When you are eating, notice how your body feels and when your stomach feels comfortably full. Eating too much will not make you feel comfortable and make you fat.
Afterwards, limit (限制) screen time. Screen time is the time you watch TV, DVDs and videos, or using computers. It is good to take more exercise such as basketball, bike riding and swimming. You can't watch TV for more than two hours a day.
Finally, be active. One thing you'd like to do as a kid is to find out which activity you like best. Find ways to be active every day.
Follow these rules and you can be a healthy kid.
1．You have to eat different kinds of foods, especially ________.
A．meat B．hamburgers
C．sweets D．fruit and vegetables
2．Which kind of drinks can give you more calcium
A．Juice. B．Milk.
C．Cold water. D．Tea.
3．According to the passage, how many rules should you follow if you want to be healthy
A．Five. B．Nine.
C．Fifteen. D．Thirteen.
4．According to the passage, which of the following is TRUE
A．When you're eating, you don't have to pay attention to how your body feels.
B．You can eat your favorite food as much as you can.
C．You can watch TV whenever you like to get more information.
D．We should try to live in an active way in our life.
5．Which is the best title of the passage
A．How to make yourself popular
B．How to be a healthy kid
C．How to be a popular kid
D．How to make your parents healthy
六、写作
Mr.Liu向手机店投诉自己一个月前购买的手机总是自动重启，要求换货或退款，请你根据该投诉，帮Mr. Liu写一封投诉信。
内容包括：
1．投诉的原因
2．问题的解决方法
参考词汇：
自动重启restart automatically
全额退款get a refund of the full amount
兑换、交换exchange
注意：
1．文中不得出现个人真实信息；
2．可适当增加细节，以使行文连贯；
3．词数80－120。
Dear Madam/ Sir，
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Yours sincerely，
Mr. Liu
答案
一、选择合适的单词或短语，用其适当形式补全以下句子
1．apology　2.inconvenience　3.mention　4.repaired
5．complaint　6.refund　7.get... checked
8．make up for
二、英语知识运用
1．A　解析：本题考查情景交际。句意：——你好，汤姆！你最近好吗？ ——相当好，谢谢，你呢？根据回答可知是询问对方近况如何，B是陌生人之间初次见面的问候，C是问你在干什么，D是问你是谁，故选A。
2．D　解析：本题考查时态。句意：——你最好带上一把雨伞，今天下午有雨。——谢谢，我将在我包里放一把。今天下午是将来的时间状语，be going to do表示有迹象表明要发生的事，表达天气变化一般用be going to，故选D。
3．B　解析：本题考查固定搭配。句意：课后他经常练习弹吉他。practice 后跟doing，故选B。
4．B　解析：本题考查动词短语辨析。句意：校长负责管理一所学校。in charge of负责；in the charge of 在……的管理下；分子句子可知，句子缺少谓语动词，故排除A、C，根据句意校长负责一所学校。故选B。
5．A　解析：本题考查短语辨析，句意：——莉莉，如果你遇到犯罪，你会怎么做？——我必须叫警察及时来帮忙。in time及时； on time 按时； all the time 一直； at no tome 决不；by the time 到……的时候。根据 what will you do if you meet some crime？可知，当遇到一些犯罪行为的时候，应该是及时报警，故选A。
6．B　解析：考查祈使句。句意：——我现在要走了。——你确保在离开时把灯关了。根据句意可知，答句为祈使句，表示叮嘱。祈使句的一般结构： 动词原形＋其他。故选B。
7．B　解析：考查短语辨析。根据句意“the fact that sharks are caught and finned, the number of large sharks around America falls quickly”可知，美国大型鲨鱼的数量迅速下降是由于鲨鱼被捕获并割下鱼鳍。A.In spite of 尽管；B.Due to因为，由于；C.Rather than而不是；D.In case of 万一，假使。故选B。
8．D　解析：考查动词辨析。句意：作为一个工人，你必须知道在工作的时候保证产品的质量是很重要的。A意为描述，B意为说服，C表示打断，D表示保证，故选D。
9．B　解析：本题考查动词辨析。句意：和你爷爷顶嘴是不礼貌的。请去跟他道歉。 explain解释，说明；apologize道歉；listen听；write写。根据It is impolite to talk back to your grandpa.可知这里是应该跟爷爷道歉，故答案为B。
10．A　解析：考查非谓语动词。句意：——告诉玛丽门口某个人在等她。——好的，没问题。there's 句子中含有谓语动词，再出现动词wait应该为非谓语动词，这里someone和wait之间是主动关系，并且是作定语修饰someone，故答案为 A。
11．C　解析：考查连词用法．ever since自从……以来；although尽管；as soon as一……就；so that 因此。根据题意 Cathy害怕狗。她一看到狗就立即跑开，因此选C。
12．D　解析：考查形容词的比较级。句意：多亏了科学和技术的发展，我们的生活变得比以前更方便了。句子中有than before标志要用比较级形式，故选D。
13．A 　解析：考查状语从句。句意：——妈妈，我今晚可以去参加派对吗？——亲爱的，只要你今晚10点前回来就行。as long as只要；because因为；when当……时；although尽管。根据“you come back before 10 o'clock tonight”可知，只要今晚10点前回来就可以去，用as long as引导条件状语从句，故选A。
14．A　解析：考查连词。句意：——成功的秘诀是什么，金博士？——永远不要放弃。然后某一天你会做得到的。根据回答前后之间是并列递进关系，故选A。
15．C　解析：考查信息理解。句意：这个广告说华为手机________。这是一则待售广告，可知A和D错误，Bought last month可知B错误，故选C。
三、根据情景内容补全对话
1．How　2.complaint　3.wrong　4.exchange
5．course
四、短文填空
1．but　2.using　3.recharging　4.out　5.are
6．impossible　7.completely　8.exchange
9．that/which　10.to
五、阅读理解
1．D　解析：细节理解题．根据第二段句子First，eat different foods, especially fruit and vegetables.首先，吃不同的食物，尤其是水果和蔬菜，可知你必须吃不同种类的食物，尤其是水果和蔬菜。故选D。
2．B　解析： 细节理解题。根据第三段Milk is a great drink that can give you more calcium.牛奶是一种可以给你提供更多钙的好饮料，可知选B。
3．A　解析：细节理解题。根据整篇文章内容及其句子First，eat different foods，especially(尤其) fruit and vegetables.首先，吃不同的食物，尤其是水果和蔬菜，Second，drink water and milk as often as possible.其次，尽可能多喝水和牛奶．Third，listen to your body.第三，倾听你的身体．Fourth，limit(限制) screen time.第四，限制坐在电视等屏幕前的的时间．Fifth，be active.第五，每天要活跃．可知这篇文章一共给我们讲了五条规则，故选A。
4．D　解析：细节理解题。根据第四段的When you are eating, notice how your body feels可知A项错误，根据第二段的You may have a favorite food, but you'd better eat something different. If you eat different foods, you will probably get more nutrients (营养物质) your body needs.可知B项错误，根据第五段的You can't watch TV for more than two hours a day.可知C项错误，故选D。
5．B　解析：主旨大意题。根据整篇文章内容及其第一段句子I'm glad to tell you how to be a healthy kid. Here are some rules you should follow.我很高兴告诉你怎样做一个健康的孩子。下面是一些你应该遵循的规则．可知这篇文章主要讲述了如何保持健康，即如何成为一个健康的孩子。故选B。
六、写作
参考范文：
Dear Madam/ Sir，
I'm writing to complain about the phone I just received. I bought a phone on your website several days ago. But when I opened the package, I found that the phone always restart automatically. I felt disappointed. I had waited for the phone for 3 days, so personally, I found this to be completely unacceptable. Therefore, I would like either to exchange for a new one or get a refund of the full amount.I am looking forward to your prompt reply.
Yours sincerely，
Mr.Liu
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Unit 4 Customer Service

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