2025年六升七英语衔接期购物话题售后服务用语试卷及答案

2025 年六升七英语衔接期购物话题售后服务用语试卷及答案 一、单项选择题（共10 题，每题2 分） 1. If your new shoes are too small, you can ask to ______ them. A. return B. exchange C. repair D. sell 2. "This shirt has a hole." You should say: A. "I want a discount." B. "It’s defective. Can I get a refund?" C. "I need a bigger size." D. "Where is the fitting room?" 3. When returning an item, the shop assistant might ask: A. "Do you want to buy more?" B. "May I see your receipt?" C. "What’s your favorite color?" D. "Is it expensive?" 4. If you receive a wrong item, you could say: A. "I’ll keep it anyway." B. "This isn’t what I ordered." C. "The price is too high." D. "Do you have more colors?" 5. "The zipper is broken." This means the item is: A. too large B. on sale C. damaged D. out of stock 6. To request a refund, you need to provide: A. your address B. the receipt C. a gift card D. a shopping bag 7. "Can I exchange this for a different size?" is appropriate when: A. The item is cheap. B. The size doesn’t fit. C. You lost the receipt. D. You want a discount. 8. If a store policy says "No returns on sale items," you: A. can still return sale items B. cannot return discounted items C. must pay extra D. get free delivery 9. "I’d like to return this, please." The assistant might reply: A. "What’s your phone number?" B. "Is there anything wrong with it?" C. "Try it on first." D. "Pay at the counter." 10. When an item is out of stock, the store: A. has many left B. has none available C. sells it cheaply D. delivers it quickly 二、多项选择题（共10 题，每题2 分） 1. Which phrases could mean "退款"? (Choose two) A. refund B. exchange C. return policy D. money back 2. Valid reasons for returning an item include: (Choose two) A. You changed your mind. B. The item is damaged. C. You found it cheaper elsewhere. D. The size is incorrect. 3. What might you need for an exchange? (Choose two) A. Original packaging B. Receipt C. Credit card D. A friend 4. Polite ways to start a complaint: (Choose two) A. "This is terrible!" B. "Excuse me, I have a problem." C. "I need to speak to your manager." D. "Could you help me with something?" 5. If a customer says "The color faded after washing," the shop might: (Choose two) A. refuse any help B. offer a replacement C. suggest reading care labels D. charge extra money 6. "Defective" could describe: (Choose two) A. A missing button B. A perfect item C. A torn seam D. A correct size 7. Common store policies include: (Choose two) A. "Exchange within 30 days." B. "No refunds without receipt." C. "Free returns anytime." D. "Keep damaged items." 8. When requesting an exchange, you should specify: (Choose two) A. Your favorite food B. Desired size/color C. Reason for exchange D. Store location 9. A customer might say "I’d prefer a refund" if: (Choose two) A. They found a better price. B. The item is no longer needed. C. They want to try another size. D. The item is faulty. 10. To resolve a complaint, staff may: (Choose two) A. Apologize B. Ignore the customer C. Offer store credit D. Ask the customer to leave 三、判断题（共10 题，每题2 分） 1. You can always get a refund without a receipt. ( ) 2. "Exchange" means getting money back. ( ) 3. "Defective" means the item is broken or flawed. ( ) 4. Stores must accept returns after 6 months. ( ) 5. "Out of stock" means the item is available. ( ) 6. "I’d like to return this" is a polite request. ( ) 7. Sale items usually have stricter return policies. ( ) 8. Providing a receipt is unnecessary for exchanges. ( ) 9. "Refund" and "store credit" mean the same thing. ( ) 10. Checking the return policy before buying is wise. ( ) 四、简答题（共4 题，每题5 分） 1. Describe how to politely request a refund for a damaged item. Include key phrases. 2. A customer received a wrong item. Write a dialogue (3 lines) between the customer and shop assistant. 3. Explain the difference between "exchange" and "refund" in your own words. 4. List three pieces of information usually needed when returning an item. 答案 一、单项选择题：1.B 2.B 3.B 4.B 5.C 6.B 7.B 8.B 9.B 10.B 二、多项选择题：1.AD 2.BD 3.AB 4.BD 5.BC 6.AC 7.AB 8.BC 9.BD 10.AC 三、判断题：1.F 2.F 3.T 4.F 5.F 6.T 7.T 8.F 9.F 10.T 四、简答题： 1. Key phrases: "Excuse me, this item is damaged. Could I get a refund please?" Provide receipt and explain issue politely. 2. Customer: "Excuse me, I ordered a blue sweater but received red." Assistant: "I apologize. May I see your order confirmation? We’ll send the correct one." 3. Exchange: Trade item for another (e.g., different size). Refund: Get money back. 4. Receipt, original packaging, reason for return.