Answer key
Unit 1 Corporate Culture Progress Test Key
Part 1 Reading
Task 1
15 points
B profitability
D employees
B harder
C staff
D workload
B with
C unit
D for
B objectives
B structure
A guidelines
B director
D enforce
C balance
B run
Task 2
10 points
1 took
2 was checking
3 found
4 had put
5 was doing
6 had done
7 threatened
8 was using
9 (was) sending
10 lost
Part 2 Writing
Maximum 5 points
See Guide to using the tests on how to mark.
5 points
Suggested answers below. Accept grammatically correct and suitably diplomatic alternatives.
1 Wouldn’t it be better to wear smarter clothes to work?
2 Why don’t you try asking John for help?
3 It’s a good idea to learn to delegate.
4 You could perhaps try to do it this way instead.
5 Wouldn’t you agree that it’s not a very good idea?
Part 3 Listening
½ point per correct answer – total 5 points
1 Alex
2 Jason
3 Alex
4 Jason
5 Alex
6 Jason
7 Alex
8 Alex
9 Jason
10 Jason
1 before we go on
2 It’s about
3 It’s not about
4 You help them
5 I’m going to pass out
Part 4 Speaking
Total for test – 50 points
Unit 2 Customer Support Progress Test Key
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.
7 points
1 process
2 supervisor
3 technician
4 symptoms
5 refund
6 service
7 looking
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?
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.
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
Unit 3 Products and Packaging Progress Test Key
1 C
2 A
3 D
4 B
5 A
6 C
7 D
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
1 This is the new product which was launched last week.
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