中职高教版（2021）Unit 4 Customer Service优秀单元测试同步练习题

Unit 4

Transcript:

Dialogue A

W: Can I help you, sir?

M: I’d like to have this cell phone refunded.

W: What’s the problem, sir?

M: The camera cannot take pictures.

Dialogue B

M: Good morning, Madame. What can I do for you?

W: I’m here to complain about the poor service I received from your company this morning.

M: I’m sorry, but what’s the problem?

W: I have been sitting at the table for a whole morning. Other customers all get served except me.

Dialogue C

W: Hello, this is the after-sale service center. What can I do for you?

M: I’d like to have my mobile exchanged.

W: What’s the problem, sir?

M: I found the screen of the mobile was broken when I opened the package.

Dialogue D

W: Morning. Anything we can do to help you?

M: I’m really angry. You know, we have been partners for years. I’ve been a loyal customer of your store. 

W: Thank you for your support. I’m sorry. What’s the problem?

M: The bag you sent me this time is a fake one, though the label is the same, but I didn’t find the product code on the official website. I request a refund.

Dialogue E

M: No. 13, please.

W: Good morning, sir. What can I do for you?

M: I’d like to have my mobile phone repaired. It seems that it won’t charge.

W: OK. We’ll have your mobile phone checked in a minute.

(After ten minutes)

W: I’m sorry for keeping you waiting. It’s the battery. You need to have the battery exchanged.

M: Is it free?

W: Have you brought your receipt? We’ll make sure it is still under guarantee.

M: Here you are.

W: We’ll have your battery exchanged for free. But we do not have the battery now. Can you wait for two days?

M: OK.

W: Your phone number, please.

Ⅰ.

1-7 AAABC BC

won’t charge, √Yes,√Yes, change the battery, two days, phone number

II.

1-5 AACBB

6. XX@Xmail.com

7. Expired dog food still on the shelf

8. became terribly ill

9. thousands of dollars

10. be affected

11-15 AEBCD

III.  

1. make a complaint  2. delayed    3. caused   4. Even though   5. make sure

6. won’t charge      7. Since    8. refund   9. arrange for    10. charge

IV. 

1.exchanged          2. won’t charge    3. charge  

4. exchange           5. 5% discount       6. similar

7. request          8. reduce      9. mentioned    10.solution

V.

  略