2021年12月英语四级真题第2套 Part II Section B (1) 文章是什么体裁？难度如何？

体裁为对话。CEFR 难度 B1，全文 285 词、10 段；在英语四级全部 511 篇真题文章中，B1 级共 113 篇（占 22%）。

2021年12月英语四级真题第2套 Part II Section B (1) 文章的篇章结构是怎样的？

全文 10 段按对话骨架分为 8 个意群：第1段——客服开场与通话告知；第2段——顾客陈述退款问题；第3段、第4段——客服回应与信息核实；第5段——客服诊断问题根源；第6段——顾客确认问题成因；第7段——客服提供解决方案；第8段——顾客确认执行操作；第9段、第10段——客服承诺跟进并获顾客致谢。

2021年12月英语四级真题第2套 Part II Section B (1) 文章中有哪些值得积累的生词？

按文中出现顺序共 3 个：inquire（询问,打听）、warehouse（仓库）、log（登录;记录），每个词的词义都可以由文中上下文线索推断得出。

2021年12月英语四级真题第2套 Part II Section B (1)

CET-4 · 来自 2021年12月英语四级真题第2套 · Part II Section B (1) · 听力

2021年12月英语四级真题第2套 Part II Section B (1)

对话 · 听力 · 真题文章逐层精读

本页是 2021年12月英语四级真题第2套 Part II Section B (1) 文章的精读视角页——这篇对话全文 285 词、10 段，CEFR 难度 B1（B1 级在英语四级文章中占 22%）；英文原文之外，本篇已有的 6 项精读维度逐项展开，其中能迁移到其他英语四级真题文章的判断方法（篇章结构、修辞、言外之意、作者态度、体裁速判）随各维度一并讲透。

精读最佳实践

本页解析里的段号（P1）都可以点——点一下，原文在顶部翻开并定位到该段，解析引用的原文同步标亮；合上原文，你还停在刚才读到的位置。点 P1 试试。

PASSAGE · 文章原文

10 段英文原文

以下为2021年12月英语四级真题第2套 Part II Section B (1) 的听力原文，由懒笔记按试卷原文逐段核对收录，共 10 段。左侧 P1–P10 是段落编号——本页全部解析（结构、逐段、修辞、自检题）都以它为坐标回指原文，点击解析里的段号，原文即在顶部翻开并定位到该段、引用的原文同步标亮；合上原文仍停在当前阅读位置。原文保持卷面形态，不带翻译与标注。

M: Hello, you're through to customer service. This is Michael speaking. Before we continue, I just want to make you aware that this call is being recorded and may be used in the future for training purposes. What can I help you with today?

W: Hi, my name is Jean Seimon. I recently bought an office chair from your company, but I returned it about a week ago. I'm just calling to inquire when I will be able to get my money back. It says on your website that your company will pay back the money within three working days of you receiving the returned item. But it's been five working days and I haven't received anything.

M: I'm sorry to hear that, Miss Seimon. What's your customer reference number, please?

W: It's 389460.

M: Okay, 389460. I'm just looking on the system here. And according to our records, the chair you returned was received by our warehouse on Friday morning. The payment was made on Wednesday. But this seems to be a problem with your card number.

W: My card number? Oh, maybe it has something to do with my new card. It was sent to me on Tuesday. Maybe the bank canceled my old one before you've made the payment.

M: Well, you'll need to update your card details directly on our website. Just make sure you're logged in. And then under the description of your personal information, you should see an option for updating payment methods.

W: I am logged in, and I'll give that a go.

M: I'll make a note here on the system for you, so that the payment will be made tomorrow morning.

W: Thank you very much.

STRUCTURE · 篇章结构

8 个意群的对话骨架

按对话的行文骨架切分意群，每个意群标注它覆盖的段落与对主旨的作用——逐段读完后回到这里俯瞰全篇，能看清作者为什么按这个顺序行文。

P1

客服开场与通话告知

客服 Michael 在 opening 时先进行了 self-identification，然后告知 customer 这通 call 会被 recorded 用于 training purposes，最后用标准的 service phrase 询问 how can I help you，这是典型的 customer service dialogue 的 opening protocol。

这个 opening segment 建立了整个 service interaction 的 formal context，为后续 customer 提出 refund inquiry 搭建了 procedural framework，体现出 customer service call 的 standardized opening routine。
对话启动环节
P2

顾客陈述退款问题

Customer Jean Seimon 在这个 turn 中完成了完整的 complaint presentation，包括 self-identification、background information (bought and returned chair)、specific problem (refund delay)、evidence (website policy vs. actual situation)，这是 customer service dialogue 中 problem-reporting phase 的典型 structure。

这个 complaint segment 是整个 dialogue 的 trigger，它通过 presenting the discrepancy between policy (3 days) 和 reality (5 days) 来 establish the problem space，为后续的 troubleshooting interaction 提供了 topical focus 和 interactional motivation。
问题具体呈现
P3 P4

客服回应与信息核实

这两个 short turns 构成了一个 adjacency pair，客服用 empathy expression (I'm sorry to hear that) 来 acknowledge the problem，然后 initiate information verification 通过询问 customer reference number，这是 service dialogue 中从 problem presentation 转向 problem solving 的 transitional moves。

这个 brief exchange 在 dialogue 中起着 pivotal function，它通过 empathy token 和 information request 将 interaction 从 complaint phase 推进到 investigation phase，为后续的 system checking 和 problem diagnosis 建立了 procedural transition。
启动核查流程
P5

客服诊断问题根源

客服在 checking the system 后给出了详细的 diagnostic report，包括 factual timeline (chair received Friday, payment made Wednesday)，然后用 but 引出 problem diagnosis (card number issue)，这是 service dialogue 中 problem identification phase 的核心 informing move。

这个 diagnostic turn 是整个 dialogue 的 turning point，它通过 revealing the root cause (card issue) 将 unresolved complaint 转化为 solvable problem，为后续的 solution provision 提供了 causal foundation，是 dialogue 从 problem space 进入 solution space 的 critical juncture。
揭示问题原因
P6

顾客确认问题成因

Customer 在听到 card number issue 后立即进行了 self-diagnosis，用 oh maybe 表示 sudden realization，然后提供了 causal explanation (new card sent Tuesday, old card may be cancelled)，这是 dialogue 中 problem acknowledgment 和 co-construction of understanding 的 collaborative move。

这个 customer turn 在 dialogue 中完成了 collaborative problem understanding，通过 adding temporal details (new card on Tuesday) 来 confirm and elaborate 客服的 diagnosis，这种 co-construction 巩固了 shared understanding，为接下来的 solution provision 创造了 common ground。
补充因果细节
P7

客服提供解决方案

客服在这个 turn 中提供了完整的 solution instruction，包括 action directive (update card details)、location specification (on website, logged in)、step-by-step guidance (personal information - payment methods)，这是 service dialogue 中 solution provision phase 的典型 instructing sequence。

这个 instruction turn 是 dialogue 的 core solution segment，它通过 providing procedural guidance 将 identified problem 转化为 actionable steps，为 customer 提供了 self-service pathway，体现了 service dialogue 从 problem diagnosis 到 problem resolution 的 transactional completion。
给出操作指令
P8

顾客确认执行操作

Customer 用简短的 turn 来 indicate compliance，先确认 current state (I am logged in)，然后表达 willingness to act (I'll give that a go)，这是 dialogue 中 instruction-compliance pair 的 second part，标志着从 receiving instruction 到 taking action 的 transition。

这个 brief compliance turn 在 dialogue 中完成了 action commitment，它通过 confirming readiness 和 expressing intention 来 signal that the solution is being implemented，为整个 problem-solving sequence 提供了 interactional closure 的 first step。
承诺采取行动
P9 P10

客服承诺跟进并获顾客致谢

最后两个 turns 构成 dialogue 的 closing sequence，客服提供 additional assurance (make a note, payment tomorrow morning) 来 guarantee follow-through，customer 用 thank you very much 来 express appreciation 和 signal readiness to close，这是 service dialogue 的典型 closing protocol。

这个 closing segment 在 dialogue 中完成了 interactional closure，通过 agent's assurance 和 customer's gratitude 来 confirm that the problem is resolved 且 service interaction 圆满结束，为整个 problem-solving dialogue 提供了 transactional 和 relational 层面的 complete ending。
确认解决并收尾

MAIN IDEA · 速判主旨

4 步定位这篇文章的主旨

不读完全篇也能锁定主旨——以下 4 步按2021年12月英语四级真题第2套这篇原文的实际行文顺序给出，每步说明看哪里、看出什么，可直接迁移到其他英语四级文章。

抓住客服身份开场 P1

对话的 opening line 开场白通常会 reveal 揭示对话性质，customer service call 客服电话中 agent 客服的 greeting 问候语和 identity 身份说明能立即 establish 确立这是 service interaction 服务互动场景，这为理解 subsequent content 后续内容提供了 framework 框架
提取顾客诉求动词 P2

Customer 顾客的 first substantive turn 第一次实质性发言通常包含 primary issue 主要问题。Phrases like 短语如 'I'm just calling to inquire' 表明了 specific intention 具体意图，returned item 退货商品和 refund delay 退款延迟这两个 key elements 关键要素构成了 complaint scenario 投诉场景的 core 核心
捕捉诊断与指令 P5 P7

Agent 客服通过 system check 系统检查发现了 card number issue 卡号问题，这个 diagnosis 诊断是 dialogue progression 对话推进的 critical moment 关键时刻。Following 紧随其后的 instruction 指示（update card details 更新卡信息）构成了 resolution 解决方案，这两个 elements 要素共同 complete 完成了 service interaction 服务互动的 logical arc 逻辑弧线
串联问题到方案 P1 P2 P5 P7

主旨需要 capture 捕捉 complete narrative arc 完整叙事弧：from customer's issue 从顾客问题（delayed refund 延迟退款）到 identified cause 到识别原因（card problem 卡问题）再到 provided solution 到提供方案（update details 更新信息）。这个 three-part structure 三段式结构 reflects 反映了 service call 服务电话的 standard pattern 标准模式

主旨信号词 inquire P2 returned P2 problem P5 update P7 payment P5

MAIN IDEA · 主旨

这篇文章在说什么

一位顾客致电客服咨询退回办公椅的退款延迟问题。客服人员发现是由于顾客更换新卡导致的卡号问题,并指导她在线更新付款信息以完成退款处理。

A customer calls customer service to inquire about a delayed refund for a returned office chair. The agent identifies a card number issue caused by the customer's new card and instructs her to update payment details online for processing.

WORD INFERENCE · 生词推断

3 个生词的上下文推断

不查词典，只用文中线索推出词义——每个词给出推断出的释义与 完整推理链。已收录进英语四级高频真题词集的单词可点击进入词条页。

inquire 询问,打听

我们来把这些 clues 串联起来。首先,从 context 看,女士 calling 的 purpose 是想知道 when she can get money back,这说明 inquire 是一个 communicative action。其次,从 sentence structure 看,to inquire 作为 purpose marker,强化了这是一个主动 seeking information 的行为。最后,从 word formation 角度,qu- 这个 component 也 hints at questioning 的含义。三条线索都指向同一个方向:inquire 表示 ask for information 或 make a query about something。

语境—句法—构词三维交叉验证
warehouse 仓库

让我们 integrate 这些 evidence。从 immediate context,warehouse 是 receiving returned chair 的 location;从 word formation,ware(货物) + house(房子)直接 reveal 了它是 storing goods 的 place;从 broader business context,它在 company's logistics system 中扮演 central storage facility 的角色。三个 perspectives 都 converge on 一个结论:warehouse 是公司用于 storing and managing inventory 的 large building。

拆解复合词验证语境功能
log 登录;记录

我们来 synthesize 这些 observations。从第9段的 make a note on the system 我们看到 log 和 recording information 的关联;从第7段和第8段的 logged in 我们看到 log 在 computer context 中表示 entering/accessing system。这两个 usages 看似不同,但 underlying meaning 是一致的:log 的 core sense 是 making a record 或 official entry。Log in 就是 make an entry into the system,而 make a note on the system 就是 create a record。所以 log 本质上是 record 或 register 的意思。

多次出现寻找语义内核

RHETORIC · 修辞手法

5 处修辞手法与仿写

每处修辞给出它在本文的具体用法、同类信号词清单与一份可直接套用的 写作仿写建议——读完能认，也能写。

语气词
P1 P5

客服开场使用 'just want to make you aware' 这种 softening phrase，通过 'just' 这个 minimizer 来 tone down 通知录音的 potentially intrusive information。这种 politeness strategy 在 service context 里营造出 non-threatening 的氛围，让 customer 感到 respected 和 comfortable，从而为后续的 problem-solving interaction 奠定 cooperative foundation。

信号词 just perhaps maybe possibly kind of sort of a bit somewhat I wonder if would you mind

仿写： 当你需要 deliver potentially sensitive information 或 make a request 时，可以在 statement 前加入 'just'、'perhaps'、'maybe' 等 softening devices。比如告知规则时说 'I just need to mention that...' 而非直接 'You must know that...'。模版：'I just want to {verb phrase}' / 'Just to let you know' / 'Perhaps you could {action}'，这样能 make your tone more diplomatic 和 customer-friendly。
重复
P2

客户在第2段中重复提及 'three working days' 和 'five working days' 这个 time frame，通过 numerical repetition 来 emphasize the discrepancy between company policy 和 actual situation。这种 contrastive repetition 不仅 highlight 问题的 severity，还 establish factual grounds for complaint，让她的 inquiry 显得 reasonable 和 justified，从而增强 persuasive force。

信号词 but however yet while whereas although though

仿写： 当你要 present a problem 或 make a case 时，可以 strategically repeat key terms 特别是 numerical data 或 time references 来 build contrast。比如说 'You promised delivery in 2 days, but it's been 5 days'。模版：'{Company policy timeframe}, but {actual timeframe}' / 'You said {X}, however {Y}' / 'I was told {expectation}, yet {reality}'，这样能 make discrepancies stand out 并 strengthen your argument。
省略
P5 P9

客服在第5段使用 'I'm just looking on the system here' 然后在第9段说 'I'll make a note here on the system'，两次都用 'here' 这个 deictic marker 来 refer to the computer system，省略了 full description like 'on the computer in front of me'。这种 elliptical reference 通过 shared context 来 create immediacy 和 efficiency，让 interaction 显得 smooth 和 natural，同时 signal 说话者正在 actively working on the problem。

信号词 here this that it there now then

仿写： 当你在 describe actions 时，可以 use deictic words like 'here'、'this'、'that' 来 replace lengthy descriptions，前提是 context 已经 established。比如检查信息时说 'Let me check this' 而非 'Let me check this information in our database'。模版：'I'm {verb}ing here' / 'Let me {action} this' / 'I'll {verb} that for you'，这样能 make your service language more concise 和 conversational。
语气词
P6

客户在第6段使用 'Oh, maybe' 这个 combination of interjection 和 epistemic modal 来 express sudden realization。'Oh' 标记 cognitive shift，而 'maybe' 表达 tentative hypothesis。这种 hedged speculation 让她的 explanation 听起来 less definitive，显示出 uncertainty 的同时也 show willingness to cooperate 和 find solution，这在 problem-solving dialogue 中 project a reasonable 和 collaborative attitude。

信号词 Oh Ah Well Um Hmm I see Right Okay

仿写： 当你 suddenly realize something 或 want to propose a tentative explanation 时，可以用 'Oh' 或 'Ah' 加上 modal verbs 来 soften your statement。比如 'Oh, perhaps it's because...' 或 'Ah, maybe that explains...'。模版：'Oh, maybe {hypothesis}' / 'Ah, perhaps {explanation}' / 'Well, it might be {possibility}'，这样能 show your thinking process 同时保持 appropriate tentativeness。
语气词
P1 P3 P7

客服在多处使用 'I'm sorry to hear that'、'please'、'just' 等 politeness markers 来 construct a deferential tone。这些 mitigating devices 在 service context 中 essential for face work，它们 acknowledge customer's inconvenience，show empathy，并 soften potentially imposing requests。这种 systematic use of politeness strategies 对于 maintain customer satisfaction 和 de-escalate potential conflict 至关重要，体现 professional service communication 的 core principle。

信号词 sorry please thank you appreciate apologize excuse me pardon would you mind could you please I'm afraid

仿写： 在 service dialogue 中，应该 strategically distribute politeness markers throughout your responses。开始时用 empathy statement like 'I'm sorry to hear that'，提出 requests 时加 'please' 或 'would you mind'，explaining processes 时用 'just' 来 minimize task complexity。模版：'I'm sorry about {problem}' / 'Would you mind {action}?' / 'Please {request}' / 'You'll just need to {simple action}'，系统性使用这些能 consistently maintain professional 和 courteous tone。

IMPLIED MEANING · 言外之意

7 处话里有话

作者没有明说、但靠信号词传递出来的态度与暗示——每处给出原文片段、信号词类型与解读。

客服强调录音的合规告知
P1

I just want to make you aware that this call is being recorded and may be used in the future for training purposes.

委婉表达 just want to make you aware I'd like to inform you you might want to know for your information just so you know I should mention it's worth noting

客服说 just want to make you aware 表面是 friendly notification,实际言外之意是 this is a mandatory legal disclosure 我必须告知你。通过 softening the tone,客服在 fulfill company policy 的同时 maintain conversational warmth。对于 article theme 的作用是 establish the professional context,说明这是 regulated customer service interaction,为后续的 problem-solving process 设定 formal framework,同时也暗示 company 有 standardized procedures
客户用具体时间质疑公司承诺
P2

It says on your website that your company will pay back the money within three working days of you receiving the returned item. But it's been five working days and I haven't received anything.

转折类 But but however yet though although even though

客户说 But it's been five working days 表面是 stating a fact,言外之意是 you broke your promise,我有 legitimate reason to complain。通过先引用 website policy 再用 but 转折,客户在 establish accountability,暗示 this is your fault not mine。对 main theme 的价值是 introduce the conflict,展现客户的 justified frustration,推动 customer service agent 必须 take action 来 resolve the discrepancy,这是整个 refund problem 的 trigger point
客服用道歉承认公司责任
P3

I'm sorry to hear that, Miss Seimon.

情态词 I'm sorry to hear that I apologize for the inconvenience I understand your frustration That must be frustrating I'm sorry about that I regret the delay I can see why you're concerned

客服说 I'm sorry to hear that 表面是 expressing sympathy,言外之意是 I acknowledge your complaint is valid,现在我要 take control of the situation。这不是 admit company error,而是 professional acknowledgment,目的是 calm the customer 并 transition into problem-solving mode。对 theme 的作用是 shift the dynamic from confrontational 到 collaborative,为后续的 information verification 和 solution provision 创造 cooperative atmosphere,这是 effective customer service 的 standard technique
客服用系统查询暗示客观性
P5

I'm just looking on the system here. And according to our records, the chair you returned was received by our warehouse on Friday morning. The payment was made on Wednesday. But this seems to be a problem with your card number.

模糊限制语 I'm just looking on the system here I'm just looking according to our records it appears that it seems to be the system shows our records indicate

客服说 I'm just looking...according to...seems to be 表面是 providing factual information,言外之意是 don't shoot the messenger,这是 system data not my opinion,而且 the problem is with your card not our process。通过 layer hedging,客服在 gently shift blame 到客户端,同时 maintain neutral stance。对 main theme 的作用是 identify the root cause (card issue) while protecting company reputation,这个 subtle blame shift 是 problem resolution 的 critical turning point,从 company delay 转向 customer card problem
客户用猜测主动承担责任
P6

Oh, maybe it has something to do with my new card. It was sent to me on Tuesday. Maybe the bank canceled my old one before you've made the payment.

模糊限制语 Oh, maybe maybe perhaps probably might could be possibly

客户说 Oh, maybe it has something to do with my new card 表面是 making a guess,言外之意是 I realize this might be my fault not yours,我愿意 cooperate to fix it。这个 self-blame hypothesis 完全 reverses the complaint dynamic,从 you didn't pay me 变成 my card caused the problem。对 main theme 的价值是 defuse the conflict,establish mutual understanding,让 resolution 变得 straightforward。这是 dialogue 的 emotional turning point,从 adversarial 到 cooperative
客服用指令转移解决责任
P7

Well, you'll need to update your card details directly on our website.

情态词 you'll need to you have to you must you should you're required to it's necessary to you need to

客服说 you'll need to update 表面是 providing helpful instruction,言外之意是 this is your responsibility to fix,我已经 done my part by identifying the issue。通过 obligation modal,客服 politely but firmly 把 action item 交给客户,避免 company 进一步 liability。对 main theme 的作用是 establish the resolution pathway,明确 next steps,同时 protect company from further delay claims,因为 now the customer knows what to do 且 responsibility is clear
客服承诺加速处理显示权限
P9

I'll make a note here on the system for you, so that the payment will be made tomorrow morning.

承诺类 I'll make a note here I'll make a note I'll ensure I'll follow up I'll make sure I will arrange I'm going to

客服说 I'll make a note...so that...tomorrow morning 表面是 routine documentation,言外之意是 I have authority to expedite this,我 personally guarantee resolution。通过 specific timeline commitment,客服 elevate service level beyond standard procedure,显示 customer is valued。对 main theme 的作用是 provide satisfying closure,transform potential negative experience into positive impression of responsiveness。这个 proactive gesture 是 service excellence 的体现,确保 customer leaves satisfied despite initial delay

SENTENCE INSIGHTS · 句子精讲

2 句真题句逐层精讲

下列真题句各有独立的句子解析页——中文翻译、结构树逐层拆解、成分与时态、考点讲解与真题高频词。点击句子进入完整解析。

M: I'll make a note here on the system for you, so that the payment will be made tomorrow morning.
第9段，第1句
本句使用"so that"引导目的状语从句,这是四六级和考研阅读中高频出现的句式。从句使用被动语态也是真题常见的表达方式。主句结构虽然简单,但整句的"主句陈述动作 + 目的从句说明意图"这一模式非常典型,学习后可迁移到大量类似句子的理解中。
What does the man advise the woman to do?
第11题题干
疑问句 + 宾语补足语是四六级听力和阅读中的高频句式，"advise/tell/ask somebody to do something" 结构及其疑问形式在考试中反复出现。掌握本句结构后，可直接迁移到 tell、ask、want、expect 等动词的类似句式，复用性强。

FAQ · 常见问题

关于 2021年12月英语四级真题第2套 Part II Section B (1) 的常见问题

2021年12月英语四级真题第2套 Part II Section B (1) 文章的主旨是什么？: 一位顾客致电客服咨询退回办公椅的退款延迟问题。客服人员发现是由于顾客更换新卡导致的卡号问题,并指导她在线更新付款信息以完成退款处理。（英文表述：A customer calls customer service to inquire about a delayed refund for a returned office chair. The agent identifies a card number issue caused by the customer's new card and instructs her to update payment details online for processing.）
2021年12月英语四级真题第2套 Part II Section B (1) 文章是什么体裁？难度如何？: 体裁为对话。CEFR 难度 B1，全文 285 词、10 段；在英语四级全部 511 篇真题文章中，B1 级共 113 篇（占 22%）。
2021年12月英语四级真题第2套 Part II Section B (1) 文章的篇章结构是怎样的？: 全文 10 段按对话骨架分为 8 个意群：第1段——客服开场与通话告知；第2段——顾客陈述退款问题；第3段、第4段——客服回应与信息核实；第5段——客服诊断问题根源；第6段——顾客确认问题成因；第7段——客服提供解决方案；第8段——顾客确认执行操作；第9段、第10段——客服承诺跟进并获顾客致谢。
2021年12月英语四级真题第2套 Part II Section B (1) 文章中有哪些值得积累的生词？: 按文中出现顺序共 3 个：inquire（询问,打听）、warehouse（仓库）、log（登录;记录），每个词的词义都可以由文中上下文线索推断得出。