2025年六升七英语衔接期购物话题售后服务对话设计试卷及答案

2025 年六升七英语衔接期购物话题售后服务对话设计试卷及答案 一、单项选择题（每题2 分，共10 题） 1. If your new shoes are too big, you should say: A. I want a bigger size. B. These shoes are too large. Can I exchange them? C. Give me my money back. D. The shoes are perfect. 2. What does "refund" mean? A. Repairing a product B. Returning money to a customer C. Exchanging an item D. Delivering a new order 3. Choose the correct sentence to request an exchange: A. "I hate this shirt." B. "Can I change this for a different color?" C. "This is broken, fix it." D. "Where is the exit?" 4. If a clerk asks, "Do you have the receipt?" you should answer: A. "No, I lost it." B. "Yes, here it is." C. "I don’t like receipts." D. "Maybe tomorrow." 5. Which phrase is polite for complaining? A. "This is rubbish!" B. "I’m afraid this watch stopped working." C. "You sold me a fake!" D. "Hurry up and help me!" 6. To say "保修期" in English, use: A. Sale period B. Warranty period C. Shopping time D. Exchange date 7. If a customer says, "The zipper is stuck," the problem is: A. The color faded B. The size is wrong C. It doesn’t open smoothly D. It’s too expensive 8. Which question asks about return policies? A. "How much is this?" B. "Can I try it on?" C. "What is your exchange policy?" D. "Where are the changing rooms?" 9. "Defective" means: A. Brand new B. On sale C. Not working properly D. Popular 10. Complete the dialogue: Clerk: "Would you like a refund or exchange?" Customer: "_________" A. "No, thank you." B. "I’d like a refund, please." C. "The weather is nice." D. "See you later." 二、多项选择题（每题2 分，共10 题） 11. Which TWO are common reasons for returning an item? ( ) A. Wrong size B. Changed mind C. Enjoyed the product D. Found it cheaper elsewhere 12. Select TWO polite phrases for a complaint: ( ) A. "This is unacceptable!" B. "I’m sorry to bother you, but..." C. "Could you help me with this issue?" D. "It’s your fault!" 13. When requesting a refund, you typically need: ( ) A. Original receipt B. Product in original packaging C. A friend’s approval D. Proof of purchase 14. Which TWO are parts of a warranty? ( ) A. Free repairs within a period B. Lifetime free replacements C. Immediate cash return D. Discount on next purchase 15. If a jacket is torn, you might say: ( ) A. "The seam is ripped." B. "I wore it for a month." C. "Can I get a replacement?" D. "I don’t like the style anymore." 16. Choose TWO correct responses to: "When did you buy this?" ( ) A. "Last week." B. "I’m not sure." C. "At another store." D. "It was a gift." 17. Valid excuses for returning electronics include: ( ) A. "It won’t turn on." B. "The screen is cracked." C. "I didn’t read the manual." D. "My dog chewed the charger." 18. Which TWO indicate a defective product? ( ) A. Missing buttons B. Incorrect user manual C. Stain from customer’s use D. Factory-sealed box 19. A store might refuse a return if: ( ) A. Item is unused with tags B. No receipt provided C. Past return period D. Defective due to misuse 20. Polite closing phrases include: ( ) A. "Thanks for your help." B. "Have a good day." C. "Finally, you fixed it!" D. "That took too long." 三、判断题（每题2 分，共10 题） 21. "I need my money back" means requesting an exchange. ( ) 22. A receipt is always required for returns. ( ) 23. "Warranty" covers damage caused by accidents. ( ) 24. Saying "The battery drains quickly" describes a defect. ( ) 25. Stores must accept returns without any conditions. ( ) 26. "Defective" and "damaged" mean the same thing. ( ) 27. You can exchange items without explaining the reason. ( ) 28. "Refund" means getting store credit only. ( ) 29. "Out of warranty" means repairs are free. ( ) 30. "Can I speak to the manager?" is a rude question. ( ) 四、简答题（每题5 分，共4 题） 31. Write a sentence to return a faulty hairdryer that overheats. 32. How would you politely ask about a store’s exchange policy? 33. Describe TWO differences between "refund" and "exchange." 34. Complete the dialogue: Clerk: "What’s the problem with this backpack?" Customer: "___________________________" 答案 1. B 2. B 3. B 4. B 5. B 6. B 7. C 8. C 9. C 10. B 11. AB 12. BC 13. AD 14. AB 15. AC 16. AB 17. AB 18. AB 19. BCD 20. AB 21. F 22. F 23. F 24. T 25. F 26. F 27. F 28. F 29. F 30. F 31. (e.g.) This hairdryer gets too hot when I use it; I’d like a refund. 32. (e.g.) Could you tell me about your exchange policy, please? 33. Refund: Get money back; Exchange: Replace with another item. 34. (e.g.) The zipper is broken, and I can’t close it properly.