Question

To: "The Shoe People" <inquiries@shoepeople.com>
From: "John Trimbald" <jtconstruction@img.com>
Subject: Customer Complaint
To Whom it May Concern,
I have trusted the Shoe People to protect the feet of my employees for over ten years now. I recently purchased a few pairs of boots from your company for my crew. Though my men were initially satisfied with the boots, the soles began to fall apart on them after just twelve weeks. This was extremely surprising considering they came with a six year warranty. The boots are unsafe to wear because my men are pouring hot concrete. Please respond as soon as possible with instructions on how I can return the boots and receive a refund.
Thank you,
John Trimbald, Foreman, JT Construction
To: “John Trimbald” <jtconstruction @ img. com>
From: “The Shoe People” <inquiries @ shoepeople. com>
Dear Mr. Trimbald,
Thank you for your e-mail concerning the poor quality of our rubber soled black workboots. A representative will be by your office next week to pick up the damaged boots. We apologize for any inconvenience this has caused you and your crew.
Along with five new pairs of workboots for your crew (we included one extra pair), we have enclosed a free year's supply of sole protector spray. In our retail stores, this spray is always recommended to buyers who work on heated floors. This should have been brought to your attention at the time of your initial order. Please excuse our oversight.
To date we have had no complaints about these workboots from customers who have used the protector spray. However, should you use the spray and find that you are still unsatisfied with the boots, please return the boots and spray for a full refund. Thank you for supporting The Shoe People. Have a Happy New Year.
Sincerely,
Stan Mason, President
【小题1】The first email is basically an email of        .

A．apology

B．sympathy

C．appreciation

D．complaint

【小题2】What’s wrong with the boots John Trimbald bought?

A．The soles of the boots began to fall apart.

B．The color of the boots had shaded a lot.

C．The boots didn’t fit the workers well.

D．The patterns of the boots didn’t satisfy the workers.

【小题3】What is the underlined word “spray” used for according to the passage?

A．To repair the damaged boots.	B．To protect the soles from heat.
C．To prevent the crew from danger.	D．To protect the boots from concrete.

【小题4】According to the president of The Shoe People, John Trimbald        .

A．can exchange the damaged boots with new ones at any time

B．must return the damaged boots to any of the retail stores

C．will get new pairs of boots and a free year’s supply of spray

D．can return the damaged boots and spray for a full refund now

Answer 1

【小题1】D
【小题2】A
【小题3】B
【小题4】C

解析试题分析：这是一篇电子邮件形式的应用文，内容是关于顾客对所买鞋子的质量问题投诉和卖家对此做出的答复和解决措施。
【小题1】推理题：从第一封邮件的最后一句话，Please respond as soon as possible with instructions on how I can return the boots and receive a refund.可知这是封投诉信。选D
【小题2】细节题：从第一封邮件的最后一句话，the soles began to fall apart on them after just twelve weeks.可知选A
【小题3】猜词题：由第二封邮件的句子：In our retail stores, this spray is always recommended to buyers who work on heated floors.可知spray的用途。选B
【小题4】推理题：从第二封邮件的第二段：Along with five new pairs of workboots for your crew (we included one extra pair), we have enclosed a free year's supply of sole protector spray.可知答案是C
考点：考查书信类短文
点评：文章属于信息筛选类短文，有两封书信，可以很快找到关键处，在解答这类问题时要求学生抓住题干文字信息，采用针对性方法进行阅读，答案在文章中可以直接找到。