《2025年学习指导用书英语第五册》

一、听录音并选择正确答案。
8. What is the team scheduled to do?
A. Replace the air conditioner.
B. Check the heating system.
C. Fix the noisy air conditioner.
D. Set up a new machine.
9. Why is the customer dissatisfied?
A. The return process was too long.
B. The promise of a free repair wasn't kept.
C. The product wasn't replaced.
D. The staff were impolite.
10. What did the customer find in the package?
A. A damaged smartwatch.
B. A wrong model of the watch.
C. An empty box.
D. A missing book.

答案： 由于没有录音内容，无法确定答案。

二、从Ⅱ栏中选出与Ⅰ栏中句子相匹配的应答。
Ⅰ
1. The new smartphone I bought overheats when charging.
2. I'm not satisfied with the repair service; the problem isn't fixed.
3. Thank you for helping me get the refund quickly.
4. Do you have any suggestions to make our after-sales service faster?
5. The delivery driver was rude when delivering the package.
Ⅱ
A. We're sorry about this. We'll send you a replacement phone straight away.
B. Thank you for telling us. I'll share this with the delivery team to improve.
C. You're welcome! It's our job to make sure customers are happy.
D. How about giving a 24-hour response for urgent cases?
E. I'm sorry to hear that. Let me arrange another repair.

答案： 1. A
2. E
3. C
4. D
5. B
解析：1. 顾客说新买的手机充电时过热，A选项“我们对此感到抱歉。我们会立即给您寄一部替换手机”符合语境。
2. 顾客对维修服务不满意，问题没解决，E选项“听到这个消息我很抱歉。让我安排另一次维修”合适。
3. 顾客感谢快速拿到退款，C选项“不客气！确保顾客满意是我们的工作”是恰当的回应。
4. 询问如何让售后服务更快，D选项“对紧急情况给予24小时响应怎么样？”是建议，符合。
5. 顾客说送货司机粗鲁，B选项“感谢您告诉我们。我会和送货团队分享这个问题以改进”正确。

三、将对话按顺序排列，并将序号填在横线上。
A. Hi, Sarah. We've had a customer call to complain that the replacement part we sent isn't the right model.
B. Understood. Shall I also check if other orders have similar issues?
C. Good idea. Let's start by checking the warehouse's stock to prevent this from happening again.
D. That's not good. Did you apologise and promise to send the correct part straight away?
E. Yes, I did. She was glad about the quick response but suggested we always double-check parts before shipping.

答案： A→D→E→B→C
解析：首先A提出问题，即顾客投诉替换零件型号不对；然后D回应说不好，并询问是否道歉和承诺发送正确零件；E回答是的，并提到顾客的建议；接着B询问是否检查其他订单是否有类似问题；最后C表示好主意，并建议从检查仓库库存开始防止再次发生。