2025年六升七英语衔接期购物话题投诉用语试卷及答案

2025 年六升七英语衔接期购物话题投诉用语试卷及答案 Ⅰ. 单项选择题(每题2 分，共10 题) 1. 你在商店买的运动鞋才穿一天就开胶了，你应该对店员说： (A) I want a discount on another pair. (B) Excuse me, this shoe broke after one day. I'd like a refund. (C) Give me my money back! (D) Is this shoe on sale? 2. 当你在超市购买的牛奶是过期的，你应该如何礼貌地提出？ (A) This milk smells bad. (B) Your milk is expired. I need a refund. (C) Look! The expiry date was yesterday! (D) Excuse me, I found this milk is past its expiry date. Could I return it or exchange it? 3. 在网上订了一件T 恤，收货后发现颜色严重错误（蓝色寄成了红 色），联系客服怎么说？ (A) The T-shirt came in the wrong color. (B) I ordered blue, but red arrived. Please send me the correct one. (C) Why did you send red? (D) This is the wrong T-shirt. I'm very unhappy. 4. 你想投诉收到的裙子尺寸太小了，希望换一件大号的。最合适的表 达是： (A) This skirt is small. Give me a bigger one. (B) The skirt I received is too small. Could I exchange it for a larger size? (C) I don't like small skirts. Change it. (D) Is it possible to get a larger skirt? 5. 在餐厅用餐，上来的披萨和你点的不同（你想要海鲜的却上了鸡肉 的），你应该对服务员说： (A) This isn't what I ordered. (B) I ordered seafood pizza, not chicken. Please correct this order. (C) Wrong pizza! Take it away! (D) My pizza is chicken, but I want seafood. 6. 购买的新书封面有明显污损，回到书店怎么说比较礼貌？ (A) This book is dirty. (B) Look at this dirty cover! I want a new one. (C) Excuse me, this book arrived with a stain on the cover. May I exchange it for a clean copy? (D) Your book is damaged. Refund, please. 7. 电话客服没有解决你的问题还挂断了，你再次联系时投诉上一通电 话被挂断，应该说： (A) You hung up on me last time! (B) Why did you hang up? (C) Unfortunately, my previous call was disconnected before my issue was resolved. (D) The call ended suddenly. It was rude. 8. 购买的水果篮子发现最下面一层的水果都腐烂了，要求退款时怎么 说？ (A) This fruit basket is rotten. I need a refund. (B) The fruit at the bottom has gone bad. I can’t keep this. (C) Excuse me, I bought this fruit basket, but many fruits inside are rotten/mouldy. I’d like to return it for a refund. (D) Bad fruit! Give me my money back. 9. 新买的电动玩具玩了几分钟就坏了（不工作），你退回商店时最合 适的说法是： (A) This toy is broken. Give me a new one. (B) It stopped working. I want a refund. (C) Excuse me, this electronic toy stopped functioning after a very short time. Can I have a replacement or my money back? (D) Why is this toy not working? Fix it! 10. 你想投诉店员刚才的服务态度非常粗鲁(rude)，以下哪句最直接 明确？ (A) Your service is not good. (B) Can I speak to your manager? (C) The staff member who served me was quite rude and unhelpful. I’d like to file a complaint. (D) I'm unhappy with your employee. Ⅱ. 多项选择题(每题2 分，共10 题，每题至少有2 个正确答案) 11. 购买的商品存在质量问题（例如，衣服破洞，玩具零件缺失）， 你可能会合理地提出以下哪些要求？（选择所有适用项） (A) Request a replacement (换货) (B) Demand a full refund (全额退款) (C) Ask for store credit (换等价购物券) (D) Expect an apology only (只要道歉) 12. 有效的投诉用语通常应包含以下哪些要素？（选择所有适用项） (A) Clearly state the problem (描述问题) (B) Mention where and when you bought the item (购物时 间地点) (C) Shout loudly to show your anger (大声喊叫表达愤怒) (D) Politely state your desired resolution (礼貌提出期望解决 方案) 13. 当你购买的食品发现被打开过或包装损坏时，哪些投诉理由是恰 当的？（选择所有适用项） (A) Tampered packaging (包装被篡改) (B) Potential health risk (潜在健康风险) (C) I changed my mind (改变主意) (D) Wrong flavor received (收到错误口味) 14. 在哪些购物情景下投诉商品描述不符(Description doesn’t match the actual product) 是合理的？（选择所有适用项） (A) 网购服装，实际材质和网页说明不同 (B) 收到货物比预想的小很多 (C) 商品功能缺少网页宣传的重点功能 (D) 在实体店看到另一件更喜欢的 15. 如果你想投诉某个商店糟糕的售后服务(After-sales service)， 可以描述哪些情况？（选择所有适用项） (A) Slow response to email enquiries (回复邮件慢) (B) Unhelpful phone support (电话客服不解决问题) (C) Difficulty getting repairs done (维修困难) (D) The initial purchase experience was fine (购买过程本身 没问 16. 关于购买电子产品后出现故障要求退换货，以下哪些陈述通常是 真实的？（选择所有适用项） (A) You usually need proof of purchase like a receipt. (通 常需要发票等凭证) (B) The store may offer a replacement instead of a refund. (商店可能只提供换货而非退款) (C) You can return it even if you just don’t like it. (即使不 喜欢也可以退) (D) There might be a warranty period for repairs. (可能有 保修期可维修) 17. 在投诉结账时被多收钱时，哪些做法比较合适？（选择所有适用 项） (A) Point out the price difference politely. (礼貌指出价格差 异) (B) Show the advertised price if available. (如有广告价格可 出示) (C) Insist on getting the item for free. (坚持要求免费获得商 品) (D) Calmly ask for a correction and the correct amount back. (冷静要求更正并退还多收款) 18. 如果你购买的在线课程（Online Course）内容与宣传严重不 符，可以如何有效投诉？（选择所有适用项） (A) Email the provider listing specific shortcomings. (邮件 联系提供商列出具体不足) (B) Ask for partial or full refund. (要求部分或全额退款) (C) Write a negative review on their platform first. (先去平 台上写差评) (D) Request access to the missing or correct content. (要 求获得缺失或正确内容的访问权) 19. 在餐厅投诉食物不新鲜或有异味时，下列哪些表达是正确有效 的？（选择所有适用项） (A) "Excuse me, this meat tastes/smells off. I cannot eat it." (打扰一下，这肉吃起来/闻起来变质了，我无法吃) (B) "This food is disgusting!" (这食物太恶心了！) (C) "This doesn't taste fresh. Could you please check it and replace it?" (这不新鲜，请检查并换一份？) (D) "I hate this restaurant!" (我讨厌这家餐厅！) 20. 在电话投诉时，以下哪些行为有助于有效沟通？（选择所有适用 项） (A) Clearly state your name and order/reference number. (清晰说明姓名和订单/参考号) (B) Explain the issue calmly and clearly. (冷静清晰解释问题) (C) Keep notes of the call (date, time, agent name). (记录 通话细节：日期、时间、客服名) (D) Speak very fast to fit in all information. (说得很快以便囊 括所有信息) Ⅲ. 判断题(每题2 分，共10 题，正确选A ，错误选B) 21. 投诉时直接发脾气提高音量，更容易引起重视并获得想要的解决 方案。 22. 当你收到的网购包裹严重损坏，影响内部商品时，你有权要求退 换货。 23. 在英文投诉中，为了显得礼貌，应该以向商家道歉开头（比如 "I'm so sorry to bother you, but..."）。 24. 只要保留购物小票（receipt），大部分商店在合理期限内都接受 质量问题的退换货。 25. 如果在线购物商品描述为"Brand New"，但收到的明显是二手 用过且有磨损的，可以基于描述不符进行投诉。 26. 电话投诉时，无需告知客服之前通话的信息，直接重新说明问题 就好。 27. 在国外购物（如欧美），很多地方法律规定网购有冷静期（例如 7-14 天），即使只是不想要了（不喜欢），也可以无理由退货。 28. 投诉店员服务态度差时，最好能记住店员的姓名或工号以便详细 说明。 29. 在餐馆对菜品不满意，吃完后再找服务员投诉并要求免单是合理 做法。 30. 一份清晰、有条理、包含相关证据（如照片、订单号）的书面 （邮件）投诉通常比口头投诉更有效。 Ⅳ. 简答题(每题5 分，共4 题) 31. 你在一家电器商店（BestMart）购买了一个吹风机（hair dryer），使用两次后发现有奇怪的味道冒出，感觉不安全。请根据以 下要点写一段话给该店客服进行投诉： 商品名称及购买日期（自拟） 具体问题 你的诉求（退货退款或换新） (要求使用2-3 句完整句子表述) 32. 你在一家服装店（StyleShop）购买了一件白色连衣裙（white dress）。第一次清洗（按照标签说明手洗）后，裙子严重褪色变成了 粉红色，同时还有明显缩水。回到商店，请口头向店员说明问题并提 出换一件品质好的或退款。写出你要说的内容（约2-3 句）。 33. 你在一个大型超市（SuperSave）购买了一盒包装好的草莓。回 家打开包装后发现压在下面的草莓有近一半已经发霉。第二天你返回 超市服务台投诉。写出你会怎么清晰有礼地说明问题并请求退款（约 2-3 句）。 34. 你为弟弟的生日在网上商城（QuickShop.com）订购了一个遥控 汽车（remote control car），订单号：QS12345678。收货时发 现：1. 包装箱严重破损；2. 取出汽车后，一个前轮是断裂脱落的。请 根据以上信息，草拟一封简短的英文投诉邮件的关键内容（开头结尾 格式可省略），需包含：订单信息、收到时的问题描述、具体商品问 题、你的诉求（换货或退款）。（要求组织成一段连贯的文字，约3- 4 句话）。 答案(Answer Key) Ⅰ. 单项选择题: 1. B 2. D 3. B 4. B 5. B 6. C 7. C 8. C 9. C 10. C Ⅱ. 多项选择题: 11. ABC 12. ABD 13. AB 14. ABC 15. ABC 16. ABD 17. ABD 18. ABD 19. AC 20. ABC Ⅲ. 判断题: 21. B 22. A 23. B 24. A 25. A 26. B 27. A 28. A 29. B 30. A Ⅳ. 简答题(Sample Answers): 31. Dear BestMart Customer Service, I purchased an XYZ Hair Dryer (Model ABC123) from your store on (date). Unfortunately, after only two uses, I noticed a strong burning smell coming from it, which made me concerned for safety. I would like to return this faulty item for a full refund / request a safe replacement. 32. Excuse me, I bought this white dress here last week. I washed it carefully by hand as the label instructed, but it lost most of its color, turning pinkish, and also shrank significantly. Since it’s clearly defective, I need to exchange it for one without this issue or get a refund. 33. Hello, I bought this package of strawberries yesterday (show receipt if needed). When I opened it at home, I found that nearly half of the strawberries underneath were already mouldy. They are inedible, so I’d like a refund for them, please. 34. My recent order (Order QS12345678) for a Remote Control Car was delivered today. However, upon arrival, the outer shipping box was badly damaged. Inside, I discovered the toy car has a serious issue: one front wheel is completely broken and detached. Since the item arrived damaged and is non-functional, I request either a replacement undamaged car or a