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六、阅读投诉信,完成下列任务。
Dear Sir or Madam,
Good evening. My name is Alice Green. I'm sorry to write to you so late.
Yesterday, March 7th, I bought a robot cleaner from your store. I took it home and turned it on, but it didn't work well. I didn't know what was wrong with it.
This morning, I took the robot cleaner and my receipt back to your store. An assistant checked it and found it really didn't work well. First, she gave lots of reasons. Then she said she could only give me a new one.
But I didn't want a new one. I wanted to get my money back. But she said that she had to ask the manager for help.
Could you please give me an answer as soon as possible? I am waiting for your answer. My phone number is 667372.
Yours,
Alice Green
任务一:根据信件内容,补全思维导图。
任务二:假如你是这家店的经理,请根据提示给顾客写一封回信。要求不少于5句话。
Tips
1. You'd better say sorry to her.
2. Tell her what you will do to help.
3. Tell her what she needs to do.
Dear Ms Green,
I am the manager of the store. Thank you for telling us about the problem.
We hope to provide you with better service in the future.
Manager
Dear Sir or Madam,
Good evening. My name is Alice Green. I'm sorry to write to you so late.
Yesterday, March 7th, I bought a robot cleaner from your store. I took it home and turned it on, but it didn't work well. I didn't know what was wrong with it.
This morning, I took the robot cleaner and my receipt back to your store. An assistant checked it and found it really didn't work well. First, she gave lots of reasons. Then she said she could only give me a new one.
But I didn't want a new one. I wanted to get my money back. But she said that she had to ask the manager for help.
Could you please give me an answer as soon as possible? I am waiting for your answer. My phone number is 667372.
Yours,
Alice Green
任务一:根据信件内容,补全思维导图。
任务二:假如你是这家店的经理,请根据提示给顾客写一封回信。要求不少于5句话。
Tips
1. You'd better say sorry to her.
2. Tell her what you will do to help.
3. Tell her what she needs to do.
Dear Ms Green,
I am the manager of the store. Thank you for telling us about the problem.
I am very sorry to hear that the robot cleaner you bought did not work well.
We will give you your money back.
Please bring the robot cleaner and your receipt to our store.
You can meet me at the service desk.
I will make sure you get your money back quickly.
We hope to provide you with better service in the future.
Manager
答案
任务一:1. March 7th
2. A robot cleaner
3. didn't work well
4. Get her money back
5. 667372
任务二:示例:
Dear Ms Green,
I am the manager of the store.
Thank you for telling us about the
problem. I am very sorry to hear that
the robot cleaner you bought did not
work well. We will give you your
money back. Please bring the robot
cleaner and your receipt to our store.
You can meet me at the service desk. I
will make sure you get your money
back quickly. We hope to provide you
with better service in the future.
Manager
解析
任务一:
1、2. 依据:Yesterday, March 7th, I bought a robot
cleaner from your store.
分析:购物日期为3月7日,故第1题填March
7th。购买的产品是清洁机器人,故第2
题填A robot cleaner。
3. 依据:An assistant checked it and found it really
didn't work well.
分析:产品的问题是无法正常工作,故填didn't
work well。
4. 依据:I wanted to get my money back.
分析:顾客的要求是退款,故填Get her money back。
5. 依据:My phone number is 667372.
分析:顾客的电话号码为667372,故填667372。
任务二:
写作思路
1. 表达歉意:真诚表达歉意。
2. 解决方案:明确告知顾客会为其办理退款,回
应顾客的要求。
3. 指导行动:告知顾客需携带清洁机器人和收据
到店办理退款。
写作注意事项
1. 逻辑清晰:按照顺序组织内容,让顾客能清晰
理解解决流程。
2. 内容完整:严格覆盖全部内容提示,不少于5
句话。
2. A robot cleaner
3. didn't work well
4. Get her money back
5. 667372
任务二:示例:
Dear Ms Green,
I am the manager of the store.
Thank you for telling us about the
problem. I am very sorry to hear that
the robot cleaner you bought did not
work well. We will give you your
money back. Please bring the robot
cleaner and your receipt to our store.
You can meet me at the service desk. I
will make sure you get your money
back quickly. We hope to provide you
with better service in the future.
Manager
解析
任务一:
1、2. 依据:Yesterday, March 7th, I bought a robot
cleaner from your store.
分析:购物日期为3月7日,故第1题填March
7th。购买的产品是清洁机器人,故第2
题填A robot cleaner。
3. 依据:An assistant checked it and found it really
didn't work well.
分析:产品的问题是无法正常工作,故填didn't
work well。
4. 依据:I wanted to get my money back.
分析:顾客的要求是退款,故填Get her money back。
5. 依据:My phone number is 667372.
分析:顾客的电话号码为667372,故填667372。
任务二:
写作思路
1. 表达歉意:真诚表达歉意。
2. 解决方案:明确告知顾客会为其办理退款,回
应顾客的要求。
3. 指导行动:告知顾客需携带清洁机器人和收据
到店办理退款。
写作注意事项
1. 逻辑清晰:按照顺序组织内容,让顾客能清晰
理解解决流程。
2. 内容完整:严格覆盖全部内容提示,不少于5
句话。
解析
【分析】
这道题分为两个部分，第一部分是思维导图细节信息提取，第二部分是应用文回信写作。做任务一时，我们可以先逐个明确每个空对应的查询目标：1空要找购物日期，2空要找购买的商品，3空要找商品存在的问题，4空要找顾客的诉求，5空要找顾客的联系电话，之后带着每个目标回到投诉信原文逐段定位对应的语句，直接提取匹配的信息即可。做任务二的回信写作时，严格按照题目给出的三个提示点：先向顾客真诚致歉，再明确告知对方你会执行的解决方案（满足顾客退款的要求），最后说明顾客需要完成的操作，保证语句通顺、总句数不少于5句，逻辑连贯即可。
【解析】
任务一：补全思维导图
1. 定位原文第二段第一句"Yesterday, March 7th, I bought a robot cleaner from your store."，可知购物日期是3月7日，因此填March 7th。
2. 从上述同一句中直接提取购买的物品是扫地机器人，因此填A robot cleaner。
3. 定位原文第三段"An assistant checked it and found it really didn't work well."，可知商品存在的问题是无法正常运行，因此填didn't work well。
4. 定位原文第四段"I wanted to get my money back."，可知顾客的诉求是退款，因此填Get her money back。
5. 定位原文倒数第二段"My phone number is 667372."，直接提取电话号码即可，因此填667372。
任务二：写回信
按照题目给出的三点要求组织内容：首先对顾客买到故障商品的不愉快体验表达歉意，接着明确告知顾客门店同意为她办理全额退款，最后告知顾客需要携带商品和收据到店、到服务台找你办理即可，保证语句通顺，满足不少于5句话的要求，示例内容符合所有要求。
【答案】
任务一:
1. March 7th
2. A robot cleaner
3. didn't work well
4. Get her money back
5. 667372
任务二:示例:
I am very sorry to hear that the robot cleaner you bought did not work well. We will give you your money back. Please bring the robot cleaner and your receipt to our store. You can meet me at the service desk. I will make sure you get your money back quickly.
【知识点】
1. 阅读细节定位
2. 投诉信阅读理解
3. 英文应用文写作
【点评】
本题兼顾输入和输出能力考察，信息提取部分难度低，能帮助学生锻炼快速从长文本抓取关键信息的能力，书信写作部分贴合生活实际，引导学生掌握商务场景礼貌回复的英文表达，整体考察维度全面，符合中小学英语实用应用的考察导向。
【难度系数】
0.6
这道题分为两个部分，第一部分是思维导图细节信息提取，第二部分是应用文回信写作。做任务一时，我们可以先逐个明确每个空对应的查询目标：1空要找购物日期，2空要找购买的商品，3空要找商品存在的问题，4空要找顾客的诉求，5空要找顾客的联系电话，之后带着每个目标回到投诉信原文逐段定位对应的语句，直接提取匹配的信息即可。做任务二的回信写作时，严格按照题目给出的三个提示点：先向顾客真诚致歉，再明确告知对方你会执行的解决方案（满足顾客退款的要求），最后说明顾客需要完成的操作，保证语句通顺、总句数不少于5句，逻辑连贯即可。
【解析】
任务一：补全思维导图
1. 定位原文第二段第一句"Yesterday, March 7th, I bought a robot cleaner from your store."，可知购物日期是3月7日，因此填March 7th。
2. 从上述同一句中直接提取购买的物品是扫地机器人，因此填A robot cleaner。
3. 定位原文第三段"An assistant checked it and found it really didn't work well."，可知商品存在的问题是无法正常运行，因此填didn't work well。
4. 定位原文第四段"I wanted to get my money back."，可知顾客的诉求是退款，因此填Get her money back。
5. 定位原文倒数第二段"My phone number is 667372."，直接提取电话号码即可，因此填667372。
任务二：写回信
按照题目给出的三点要求组织内容：首先对顾客买到故障商品的不愉快体验表达歉意，接着明确告知顾客门店同意为她办理全额退款，最后告知顾客需要携带商品和收据到店、到服务台找你办理即可，保证语句通顺，满足不少于5句话的要求，示例内容符合所有要求。
【答案】
任务一:
1. March 7th
2. A robot cleaner
3. didn't work well
4. Get her money back
5. 667372
任务二:示例:
I am very sorry to hear that the robot cleaner you bought did not work well. We will give you your money back. Please bring the robot cleaner and your receipt to our store. You can meet me at the service desk. I will make sure you get your money back quickly.
【知识点】
1. 阅读细节定位
2. 投诉信阅读理解
3. 英文应用文写作
【点评】
本题兼顾输入和输出能力考察，信息提取部分难度低，能帮助学生锻炼快速从长文本抓取关键信息的能力，书信写作部分贴合生活实际，引导学生掌握商务场景礼貌回复的英文表达，整体考察维度全面，符合中小学英语实用应用的考察导向。
【难度系数】
0.6
