Mock Test

MOCK TEST
ENGLISH LANGUGE I
Read the article on being a customer service advisor and sentences 1–5 below.
For each sentence 13–17 mark one letter (A, B, C or D). 5 PTS
Being a customer service advisor in a call centre in India is not sweatshop work. It is highly
skilled and not easy to do well. Advisors need to be educated and able to master complex
areas such as motor insurance and to be able to deal with many different English accents. Not
everyone can cope with this. Some just learn the standard responses and repeat these without
real understanding and this causes problems when something unusual or difficult occurs.
Compared with working conditions in other industries in India, the working environment in
call centres is extremely good and the wages are high. There is fierce competition for jobs and
the best companies attract the best people. Advisors often see working in a call centre as a
step up the corporate ladder to a management position or to another job, having worked on
their language and customer care skills. Having dealt with the high pressure of taking non-
stop calls from the UK in the middle of the night, advisors have proved themselves capable of
dealing with a heavy workload.
The job is not an easy one but then many jobs are difficult. Compared with coal mining or
industrial manufacturing, the kind of pressures are completely different and different people
can cope with different pressures.
Working in a call centre is not just answering the phone. It’s being able to cope with many
different problems and situations. It is a real skill to be able to sound patient and
understanding with equally stressed customers who many have been on hold for a long time
and who are calling because they have a problem which needs to be solved.
1 To be a good customer service advisor you need

A to be able to deal with a variety of challenges well.
B to learn what to say and say it.
C to be able to speak in many English accents.
D to know everything about cars and car insurance.
2 Experienced customer service advisors

A have a choice of career moves for the next stage in their career.
B can all become mangers.
C can easily find a job.
D can start to learn English and customer care skills.
3 Experienced customer service advisors have shown that they

A can use the telephone.
B can improve their language skills.
C can work at night.
D can cope well with a lot of pressure and a high volume of work.
4 Jobs in call centres
A are as difficult as coal mining and industrial manufacturing.
B are done by people who could be coal miners.
C do not have the same pressures as coal mining.
A are harder than coal mining and industrial manufacturing.
5 When a customer service advisor talks to a customer, they

B both want to finish the call quickly.
C both have a problem.
D both should be patient and understanding.
D are both under pressure.
II Complete the text with a, an, the or no article. The first two are done as an example
for you.
(00) The key to (0) a successful business is marketing. Marketing focuses (1) ____
company’s resources on (2) ____ most promising market opportunities and keeping
(3) ____ customer satisfied. There are (4) ____ lot of external factors to monitor, such as (5)
____ interest rates, (6) ____ fashion trends and (7) ____ legal requirements you must meet.
This is (8) ____ external environment which you cannot control.
III Join these pairs of sentences together with an appropriate relative clause.
1 This is the new product. It was launched last week.
_______________________________________________________________________
2 This is a low-selling product. We have to relaunch it.
_______________________________________________________________________
3 Bill Gates is the world’s richest man. He is the chairman of Microsoft Corporation.
_______________________________________________________________________
4 Apple is an American computer company. Its products are beautiful.
_______________________________________________________________________
5 Google is a very successful company. It is based in America.
_______________________________________________________________________
IV Complete this text with the correct form of the verbs in brackets. There are two
examples at the beginning.
Professor Jake K. McLear (00) is (be) a leading light in the Open Source Movement. He (0)
devotes (devote) his life to the crusade against software giants: he (1) ________ (travel) the
world from conference to conference arguing for Linux, Openoffice.org and other open source
initiatives as the only sensible and cost-effective alternative to products like Microsoft Office.
‘There (2) ________ (be) no answer to the Open Source Movement,’ he says, ‘Microsoft is a
giant which (3)________ (need) to be killed. It is least innovative in those areas it (4)
________ (dominate) – like Office and Explorer – and most innovative in new areas like
gaming. It’s too big, too fat and lazy.’
Professor McLear (5)________ (be) an unlikely champion for open source software as his
background was as an engineer for a large software company which (6)________ (sell) very
expensive network solutions to corporate clients. He worked there for ten years before he (7)
________ (be) made redundant in a takeover of the company. ‘It
(8) ________ (be) the best thing which (9) ever ________ (happen) to me,’ he now says.
V Read the text below about colour packaging.

Choose the best word to fill each gap from A, B, C or D below.
It’s been a busy quarter.You (1) ______________ one of your main products and it’s been a
disaster. (2) ______________ are down 10%. What went wrong? Did you try to
(3) ______________ your product too much from the competition? Or not enough?
Have you thought about the (4) ______________ colour? In your redesign you changed a lot
– perhaps too much?
Colour is a key factor in packaging, especially in today’s highly (5) ______________

marketplace. When a consumer walks along the supermarket shelves they will take a few
seconds to decide what to buy and you need to (6) ______________ the worth of your
product from three metres away.
1 A replaced B relaunched C retried D returned

2 A sales B losses C products D stocks
3 A change B alter C adapt D differentiate
4 A pack B box C packaging D product
5 A competitive B competition C compete D uncompetitive
6 A tell B communicate C make D show
VI Match the words with the definition
1 interface a fight or struggle

b join two pieces of metal by heating them
2 pliers c cut something in a violent way
3 weld d interact and communicate with each other
4 wrestle e a metal tool
5 slash
VII Write sentences using the given WORDS. (6 pts)
1 unique opportunity
____________________________________________________________________
2 intensive course
____________________________________________________________________
3 applied for
____________________________________________________________________
VIII Translate the following sentences from English (6 pts)
1 The fear of jumping in the deep end of the passion pool keeps many away from swimming
at all.
___________________________________________________________________________
___________________________________________________________________________
2 Get beyond what you love doing and break it down to underlying characteristics.
___________________________________________________________________________
___________________________________________________________________________
3 That culture places a lot of emphasis on material accomplishmnets and status.
___________________________________________________________________________
___________________________________________________________________________

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MOCK TEST

1 To be a good customer service advisor you need

2 Experienced customer service advisors

3 Experienced customer service advisors have shown that they

5 When a customer service advisor talks to a customer, they

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

2 This is a low-selling product. We have to relaunch it.

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

V Read the text below about colour packaging.

Colour is a key factor in packaging, especially in today’s highly (5) ______________

1 A replaced B relaunched C retried D returned

1 interface a fight or struggle

VII Write sentences using the given WORDS. (6 pts)

VIII Translate the following sentences from English (6 pts)

3 That culture places a lot of emphasis on material accomplishmnets and status.

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