2025年六升七英语衔接期购物话题投诉与解决对话试卷及答案

2025 年六升七英语衔接期购物话题投诉与解决对话试卷及答案 一、单项选择题（每题2 分，共10 题） 1. When returning a defective item, you should first: A. Demand a full refund angrily B. Provide the receipt politely C. Threaten to call the police D. Leave the store immediately 2. Which phrase is appropriate for a complaint? A. "This is garbage!" B. "I’m unsatisfied with this product." C. "Fix it now, idiot!" D. "Give me money back!" 3. If a shirt is too small, you might say: A. "I need a larger size." B. "Your sizes are wrong." C. "This is terrible quality." D. "I hate this color." 4. The store offers a refund only with a valid: A. Smile B. Receipt C. Grocery list D. Friend’s opinion 5. To resolve an issue calmly, you should: A. Shout at the manager B. Explain the problem clearly C. Cry loudly D. Break the item 6. "Defective" means the product is: A. New B. Faulty C. Expensive D. Popular 7. Which sentence shows politeness? A. "Hurry up!" B. "Could you help me, please?" C. "I don’t have time for this." D. "Whatever." 8. If a store refuses a refund, you might ask for: A. A fight B. The manager C. Free snacks D. A discount next time 9. "Exchange" means to: A. Throw away B. Replace with another item C. Sell online D. Ignore the problem 10. When complaining, always: A. Blame the cashier personally B. Describe the issue factually C. Use rude gestures D. Refuse to leave the store 二、多项选择题（每题2 分，共10 题） 11. Which items are valid reasons for a complaint? (Choose two) A. Torn packaging B. Wrong color received C. Changed your mind D. Found cheaper elsewhere 12. Essential information for a return includes: (Choose two) A. Your shoe size B. Original receipt C. Product’s batch number D. Weather forecast 13. Polite complaint phrases include: (Choose two) A. "I’d like to discuss an issue." B. "This is unacceptable!" C. "Could I speak to a supervisor?" D. "You ruined my day!" 14. Steps to resolve a complaint may involve: (Choose two) A. Yelling until satisfied B. Presenting proof of purchase C. Proposing a solution (e.g., exchange) D. Posting online immediately 15. When a product is defective, the store might offer: (Choose two) A. A repair B. Store credit C. A high-five D. An expired coupon 16. Customer rights include: (Choose two) A. Demanding free items weekly B. Receiving what was advertised C. Getting undivided attention D. Returning faulty goods 17. Effective communication involves: (Choose two) A. Clear speech B. Interrupting frequently C. Listening to the response D. Using slang terms 18. Post-complaint actions could be: (Choose two) A. Leaving a review B. Thanking the staff if resolved C. Stealing a replacement D. Forgetting the issue 19. To avoid complaints, check before buying: (Choose two) A. Expiry date B. Cashier’s name C. Product functionality D. Store music genre 20. Cultural norms in complaints: (Choose two) A. Shouting is effective everywhere B. Patience is valued in some cultures C. Documentation is universally important D. Bargaining is standard in supermarkets 三、判断题（每题2 分，共10 题） 21. Threatening staff guarantees faster service. (T/F) 22. Keeping calm increases resolution chances. (T/F) 23. A receipt is optional for returns. (T/F) 24. "I demand a refund" is always rude. (T/F) 25. Stores must accept returns without conditions. (T/F) 26. Describing the problem clearly helps staff assist you. (T/F) 27. Complaints should include personal insults. (T/F) 28. Checking store policies before complaining is wise. (T/F) 29. Exchanges require new payment. (T/F) 30. Customer feedback improves service quality. (T/F) 四、简答题（每题5 分，共4 题） 31. Draft a polite complaint for receiving a broken watch. Include: product issue, desired action (refund/exchange). 32. List three key details to provide when reporting a wrong item delivery. 33. Describe two differences between "exchange" and "refund." 34. Write a short dialogue (4 lines) where a customer requests an exchange for a damaged book. 答案 1. B 2. B 3. A 4. B 5. B 6. B 7. B 8. B 9. B 10. B 11. AB 12. BC 13. AC 14. BC 15. AB 16. BD 17. AC 18. AB 19. AC 20. BC 21. F 22. T 23. F 24. F 25. F 26. T 27. F 28. T 29. F 30. T 31. Example: "I purchased a watch yesterday, but the strap is broken. I would like a refund or a replacement, please." 32. Order number, incorrect item received, correct item expected. 33. Exchange: replace item; Refund: return money. 34. Customer: "Excuse me, this book has torn pages. May I exchange it?" Staff: "Do you have the receipt?" Customer: "Yes, here it is." Staff: "Certainly, I’ll get a new copy."