Total for test – 50 points

Total for test – 50 points

Unit 2 Customer Support Progress Test Key

Part 1 Reading

Task 1

6 points

G This is causing them to rethink plans to move services offshore.

E In other cases callers have been tricked into revealing their PIN numbers to the operators, which provides access to their accounts.

D Security consultants had been warning of such risks for years.

F This risk to the company brand is a big factor in some companies not offshoring their call centres.

A ‘It had a huge impact on the community,’ said the Mayor of Witheringham. ‘We were doing well, but overnight it was all gone.’

B More and more people are not waiting when they are put on hold.

C The staff have to be cheerful and understanding as many calls are recorded, and if they answer back they can be fired.

Task 2

7 points

1 process

2 supervisor

3 technician

4 symptoms

5 refund

6 service

7 looking

Part 2 Writing

Task 1

Maximum 5 points

See Guide to using the tests on how to mark.

Task 2

5 points

1 How can I help you?

2 Can you switch it on?

3 What is your name?

4 Can you give me the serial/reference number?

5 Can I call you back?

Part 3 Listening

Task 1

Maximum 16 points

Four points for each correct answer. Award 1–3 points for partially correct answers.

Mark as recording scripts 1.11–1.20.

Task 2

6 points

1 Two bathroom breaks per day

2 like having your own personal space

3 What’s the problem with job satisfaction?

4 they would like to send out instructions by email

5 it’s not much fun answering questions

6 get it straight from the horse’s mouth

Part 4 Speaking

Maximum 5 points

See Guide to using the tests on how to mark.

Total for test – 50 points

Unit 3 Products and Packaging Progress Test Key

Part 1 Reading

Task 1

7 points

1 C

2 A

3 D

4 B

5 A

6 C

7 D

Task 2

18 points

1 a / the

2 the

3 the

4 a

5 No article

6 No article

7 the

8 the

9 the

10 the / no article

11 The

12 the

13 A

14 the

15 an

16 the

17 a

18 a

Part 2 Writing

Task 1

Maximum 5 points

See Guide to using the tests on how to mark.

Task 2

5 points

1 This is the new product which was launched last week.

2 This is a low selling product which has to be relaunched. / which we have to relaunch.

3 Bill Gates, who is the chairman of Microsoft corporation, is the world’s richest man.

4 Apple is an American computer company whose products are beautiful.

5 Google, which is based in America, is a very successful company. / Google is a very successful company which is based in America.

Part 3 Listening

Task 1

5 points

1 hundreds

2 75%

3 Nine times out of ten

4 three seconds

5 millions of dollars

Task 2

5 points

1 Recommending

2 Comparing

3 Explaining

4 Reassuring

5 Reassuring

Part 4 Speaking

Maximum 5 points

See Guide to using the tests on how to mark.

Total for test – 50 points

Unit 4 Careers Progress Test Key

Part 1 Reading

Task 1

6 points

1 D it is expensive and time-consuming to interview more than six.

2 D a chairperson and two others on the panel.

3 B the longest and most important part of the whole interview.

4 B control the structure of the interview and connect the phases.

5 D to help them decide if they are a good match for the job.

6 C Interviews are too important to get wrong.

Task 2

20 points

1 travels

2 is

3 needs

4 dominates

5 is

6 sold

7 was

8 was

9 happened

10 went

11 were

12 believed

13 had

14 was

15 has given

16 is writing

17 has written

18 has had

19 has been

20 is

Part 2 Writing

Task 1

Maximum 5 points

See Guide to using the tests on how to mark.

Task 2

Maximum 5 points

One point per correct sentence.

Part 3 Listening

Task 1

Maximum 4 points

Give a mark out of two for the amount of detail noted about each metaphor.

0 = no detail; 1= some detail; 2 = all detail.

Possible answers:

Tree metaphor:

‘put down roots’ = establish yourself and consider the company your home for many years to come

‘stay put’ = stay within the company and develop your career

Surfer metaphor:

‘always moving’ = moving from job to job, moving up the career ladder with different companies

‘you can expect to fall’ = you may gamble to leave one company and go to another, but it doesn’t turn out to your advantage; it’s possible that due to your lack of commitment to one company, companies won’t owe you loyalty either, and you may lose out because of this, or lose your job

‘you have to get back up to catch that next wave’ = you have to have the resilience and resources to deal with failure and to continue looking for better opportunities

Task 2

5 points

1 high-flier

2 work

3 job

4 team-player

5 talented / ambitious

Part 4 Speaking

Maximum 5 points

See Guide to using the tests on how to mark.

Date: 2015-12-17; view: 1372