Question Content

Key Instructions: The passage below has 20 blanks. Complete the passage by filling the blanks appropriately.
You have to choose from one of the four options given in italics, adjacent to each blank. PASSAGE BEGINS For
the past decade, companies in English-speaking countries such as the United States, Canada, the United
Kingdom, and Australia have outsourced customer service jobs to other countries like India, Malaysia, China
and the Philippines. Needless to say, this has  ___a___ (given rise / resulted / caused / started) in
job losses in the home countries, making the decision  ___b___ (scary / terrible / annoy /
unpopular) among some of its citizens. Companies argue that outsourcing call centers to other countries
is necessary as the  ___c___
(financials / feedback / cost / problem) of maintaining customer
support centers in their own countries have lowered their profits, thus affecting their financial stability.
  At no other time in history has a language been used as widely around the world as English is. From the
British Isles, where it first developed, it has now  ___d___
(taught / spoken / arrived / spread) to the rest of the world.
While the level of usage varies within each country, it cannot be  ___e___
(believed / denied / forgotten / disagreed) that English plays a
 ___f___ (diplomatic / complete / critical / superficial) role in the
international scene. As English spread out from the British Isles, where it  ___g___
(first / already / did / once) began to be used, it  ___h___
(arrived / developed / came / was) into contact with other
languages and developed into a number of varieties. Eventually, these varieties were grouped into what is now
commonly  ___i___ (titled / called / known / referred) to
as ‘World Englishes’.   In some places, the English language has changed so much that
new words have been  ___j___ (founded / chosen / said / coined) or old words have taken on
new  ___k___ (words / grammars / meanings / vocabularies). In other places, English hasn’t
changed as much, and the difference is mostly limited to the fact that the English words are spoken
 ___l___ (via / with / by / through) a different accent. In order to achieve the level of fluency and
cultural adaptation, employees or potential employees are  ___m___ (demonstrated / educating /
trained in / instructed) to understand the language and culture of the customers. These classes usually
involve input and practice in the English language as it is  ___n___ (required / spoken / to be spoken /
accustomed) in the home countries. In addition, they also involve some input about cultural aspects of
the customers’ countries. It is  ___o___ (importantly / of importance / advice /
acceptable) that the trainees are also given the chance to practice their language skills and cultural
 ___p___ (diversity / activity / needs / awareness). However, because the classes last only a few days, it
is more likely that most of the trainees don’t get  ___q___ (enough of / any / much /
sufficient) practice in class to fully develop their cross-cultural communication skills. Instead, they
 ___r___ (show off / use / hone / display) their communication skills on the  ___s___ (job /
work / training / phone calling) as they talk with customers on a daily  ___t___ (basis / arena /
operation / way). PASSAGE ENDS

Category
Vocabulary

Sub Category
Vocabulary

Marks
20
Type
Fill in the Blank

Difficulty
Smart

Correct
resulted,unpopular,cost,spread,denied,critical,first,came,referred,coined,meanings,with,instructed,spoken,of
importance,awareness,sufficient,hone,job,basis
Question Content
The caller has

Category
Listening Comprehension

Sub Category
Listening Comprehension

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Dropped the phone.,Been unable to send messages.,Damaged the screen.

Correct
Manually programmed the network settings.
Question Content
When the caller says “come to think of it”, she means

Category
Listening Comprehension

Sub Category
Listening Comprehension

Marks
1

Type
Single Choice

Difficulty
Smart

Options
She wants the agent to consider this information.,She often thinks about this.,None of these answers.

Correct
She has only just realized.
Question Content
The caller thinks that the problem may have been caused by

Category
Listening Comprehension

Sub Category
Listening Comprehension

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Being in Singapore.,Disabling a service on the phone.,Not being able to receive calls.

Correct
Enabling international roaming.
Question Content
The caller sounds like someone who

Category
Listening Comprehension

Sub Category
Listening Comprehension

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Pretends to have technical knowledge of mobile phones, but does not really.,Is embarrassed to be asking for
help with her mobile phones.,Doesn’t look after his mobile phone.

Correct
Has technical knowledge of mobile phones.
Question Content
When the caller says “I really should have worked that out for myself” she is

Category
Listening Comprehension

Sub Category
Listening Comprehension

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Annoyed.,Sarcastic.,None of these answers.

Correct
Embarrassed.
Question Content
From the given options, choose the one which is grammatically correct.

Category
Grammar

Sub Category
Grammar

Marks
1

Type
Single Choice

Difficulty
Smart

Options
If she had spoken more politely the customer likes it.,If she spoke more politely the customer could like it.,The
customer likes it if she will talk more politely.

Correct
The customer would like it if she talked more politely.
Question Content
From the given options, choose the one which is grammatically correct.

Category
Grammar

Sub Category
Grammar

Marks
1

Type
Single Choice

Difficulty
Smart

Options
You’re right. Three years ago, I have a job at a factory.,You’re right. Three years ago, I has a job
at a factory.,You’re right. Three years ago, I was having a job at a factory.

Correct
You’re right. Three years ago, I did have a job at a factory.
Question Content
From the given options, choose the one which is grammatically correct.

Category
Grammar

Sub Category
Grammar

Marks
1

Type
Single Choice

Difficulty
Smart

Options
They have been working here during last 2 years.,They have work here since 2008.,They have being work here
for 2 years.

Correct
They have worked here for 2 years.
Question Content
From the given options, choose the one which is grammatically correct.

Category
Grammar

Sub Category
Grammar

Marks
1

Type
Single Choice

Difficulty
Smart

Options
The house was been painted yesterday.,The house had being painted yesterday.,The house was for painting
yesterday.

Correct
The house was being painted yesterday.
Question Content
From the given options, choose the one which is grammatically correct.

Category
Grammar

Sub Category
Grammar

Marks
1

Type
Single Choice

Difficulty
Smart

Options
I came around that article you mentioned when I was reading the newspaper.,I came up to that article you
mentioned when I was reading the newspaper.,I came under that article you mentioned when I was reading
the newspaper.

Correct
I came across that article you mentioned when I was reading the newspaper.
Question Content
From the given options, choose the one which is grammatically correct.

Category
Grammar

Sub Category
Grammar

Marks
1

Type
Single Choice

Difficulty
Smart

Options
She will expects to visit New York next week.,She expect to visit New York next week.,She is expecting to
visiting New York next week.

Correct
She expects to be visiting New York next week.
Question Content
From the given options, choose the one which is grammatically correct.

Category
Grammar

Sub Category
Grammar

Marks
1

Type
Single Choice

Difficulty
Smart

Options
It’s a company has many employees.,It’s a company which have many employees.,It’s a
company who has many employees.

Correct
It’s a company which has many employees.
Question Content
From the given options, choose the one which is grammatically correct.

Category
Grammar

Sub Category
Grammar

Marks
1

Type
Single Choice

Difficulty
Smart

Options
I could have help you last night.,I could be helping you yesterday.,I could be help you in one hour.

Correct
I could help you this afternoon.
Question Content
From the given options, choose the one which is grammatically correct.

Category
Grammar

Sub Category
Grammar

Marks
1

Type
Single Choice

Difficulty
Smart

Options
The boy is grateful than the girl.,The boy is most grateful than the girl.,The boy is gratefuller than the girl.

Correct
The boy is more grateful than the girl.
Question Content
From the given options, choose the one which is grammatically correct.

Category
Grammar

Sub Category
Grammar

Marks
1

Type
Single Choice

Difficulty
Smart

Options
We should have discussion about it.,We should discuss about it.,We should a discussion about it.

Correct
We should discuss it.
Question Content
Customer: Hi. I’m trying to set up my TV to record programs at the same time every day.It was working
before but then it stopped. Now I can’t watch the programs that I want.

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Ok, sir.  What is the device model number?,I apologize that you can’t watch the programs that
you want. It could be just a glitch. ,Oh, sorry to hear that.  No worries, I can definitely help you out with
your concern.

Correct
Sorry to hear you are having issues with your TV.  Let me help you with this. Could you give me the
model number so that I can check?
Question Content
Customer: The model number is 22344322

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Ok, please hold on.,Please give me a few minutes while I check that on my system. ,Got it.  Just a
moment.  

Correct
Thanks for that.  Please give me a few minutes while I check that on my system.
Question Content
(3 minutes waiting time)

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Hi Nicole.  Are you in front of your TV now?  ,I apologize for the long hold Nicole.  I was just
checking to make sure that I have the right information to tell you. ,Thank you for waiting.   Based
on our records here, I see that your device is due for an upgrade.

Correct
Thanks for holding. Upon checking, the issue could be with the manual reset.  Do you have access to
your TV now?
Question Content
Customer:   I’m standing by the TV now. How long will this take?  I’m in a
hurry.

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Ok I will help you out as fast as possible now.  Please change the setting to automatic update.,Sorry to
hear you are in a hurry.  I will guarantee you we can fix this in 3 minutes.  ,I am not able to
promise that we can finish this quickly.  It will all depend how well you can follow the instructions.

Correct
This should take just around 10 minutes.  Is this ok with you? If that’s too long, then I can call you
back at a more convenient time.
Question Content
(After a few more minutes walking the customer through the reset…) Customer: OK. And after
I’ve done that?

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Allow the system to take in the changes we just did in the last few minutes.  Restarting your device will
allow settings to be refreshed. Could you hit the restart?,Just restart the device. ,Either you restart the device
now by hitting the restart button or check the settings again to make sure it’s updated to automatic
setup.  Either way is fine.

Correct
You will simply need to hit the restart button to check if the problem is fixed. Could you try that now?
Question Content
Customer: OK. It’s restarting now. I can see 3 green lights flashing.  I’ll record a few
seconds. Hang on. Ok, that’s working now. I can access the recording.  Wow, you are fantastic!

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
No problem.  Thank you for calling technical support.  Anything else?,You are welcome.  I
am happy to be of great service to our clients.  Would you like to talk to my supervisor about this
call? ,Don’t mention it.  That’s my job. I’m happy to know I’ve helped you
with your issue.

Correct
You are welcome. Glad I was able to help.  Is there anything else I can help you with?
Question Content
Customer: Hello. My online bank account is blocked and I don’t know why. I need to pay my bills due
today. Could you please help?

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Sure.  Can I have your name and account number? ,I’m not sure if I can get your account
restored for you right now, but I’ll try my best.  Your name and account number please? ,Sorry to
hear you are having issues with your bank account.  Who’s calling please? And what’s
wrong exactly with your account?

Correct
Yes of course.  Sorry to hear your account is blocked for some reason.  Let me get your account
number and name so we can go about restoring your account.
Question Content
Customer:  My name is Richard D. Risinger, 918-469-4722. I only received a message that it is an invalid
password.   What is going on?

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
I don’t know at this moment, but I can check.  Could you hold? , I’m sure it’s
something we can take care of Mr. Richard.  Just give me a few seconds, alright? ,Thank you very much.
 Would you mind holding for 2 minutes? I’ll just need to investigate on this further.

Correct
I’ll check on my system to see what the issue is, and thank you for the info.  Would it be fine to
put you on hold for 2 minutes?
Question Content
Customer:  Ok that’s fine. (after 2 minutes of investigating)

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
I’m back, thanks for staying on.  You are locked out of the system due to multiple incorrect
password entries. You must have forgotten your password. ,Mr. Richard, you are locked out because you
entered the wrong password many times. You can write your password and keep it in a safe so this does not
happen again., Upon checking, you are locked out of the system for multiple incorrect password entries. What
we can do is reset your password so you can regain access.

Correct
Thanks for holding.  It looks like you are locked out because of multiple wrong password entries. We
could do a password reset to help you regain access.
Question Content
Customer:  I really need this sorted out today.  I don’t want any more hassles. I already
have enough issues at home, and with my bank (frustrated sigh). 

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Ok, I understand.  Let me sort this out for you.  We don’t want you to suffer a hard time
with our bank.  Would you like me to go ahead and help you further? ,I’ll do my best to sort this
out for you as soon as I can.  We certainly have no intention to make this harder for you, so please allow
me to reset your password ok? , Oh, just hang in there sir.  I’m sure you are strong and can
handle whatever comes your way.  Things are going to get better. And let me help you out while you
have me here, ok?

Correct
Sorry to hear it’s been tough at home and with your bank.  I can help you with the password
reset now then, it’s quick and easy, so you can access your account again. Is this ok?
Question Content
Customer:  Alright, that would be wonderful.  Thanks.

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Sure. Are you at the password reset page now?  There’s a link in the email. I sent you the email
just now.  , Great.  I’m currently sending you an email.  The email has a link that you
can click to take you to the password reset page.  Have you got the email now? , You’re
welcome.  I’m sending you an email now that you can use to gain access again to your online
bank account.  When you have received it, let me know.

Correct
No problem. I’m sending you an email now with a link to reset the password.  Let me know when
you’re received it so I can walk you through the reset.
Question Content
Customer: Yes, I’m already at the reset password page. What’s next?

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
You will need to enter your password twice so you can log on.  So did it work? ,On that page you
should enter your new password twice.  If it doesn’t work, just try it again. Let me know if it
works. ,What’s next is you should enter a new password on that reset page.  You will see two
blank fields; enter the new password twice. Try and let me know what happens.

Correct
Ok, great.  Please enter your new password twice on that page.  It should log you on to your
account. I can stay here on the line as you try it out. Let me know if it works.
Question Content
Customer:  Hi, I’ll be using my credit card overseas and just want to let you know, so you
don’t block my card.  Can you help me?

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
That is part of what we do, thanks.  Kindly let me know which country you are travelling to and which
dates.  , Yes, Mr. Wilson, we automatically block your card if you do not inform us.  When is this
for and where’s the destination?,If you would let me know the travel dates and the destination, then
yes I can assist you with your travel notifications.

Correct
I can definitely help with that, Mr. Wilson.  First could you let me know where you are travelling and for
which dates?
Question Content
Customer:   I’ll be in Guatemala from August the 6th to the 12th.

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Thanks for the info.  Let me just put you on hold. , Thanks for the info.  Will you hold? ,Thanks for
the info.  Do you mind if I put you on hold?

Correct
Thanks for the info.   Could I place you on hold while I put that note on your credit card account?
Question Content
Customer:  Ok, I can hold.    (after 2 minutes of hold time)

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Thank you for holding, Mr. Wilson.  I’ve noted your account now for your travel to Guatemala.
 Is there anything else I can help you with? ,Thank you for holding, Mr. Wilson.
  You’re all good. I’ve noted your travel dates and destination on your card now.
 ,Thank you for holding, sir.  Your credit card is restored now and valid to be used in Guatemala
for those dates.  

Correct
Thank you for holding, Mr. Wilson. You’re all set.  I’ve added the travel notification on
your account and you should be able to use your credit card in Guatemala without any issues.
Question Content
Customer:   Are you sure it’s noted on my account?  Last time I did the same thing,
called you before I flew, but when I got to Panama, you froze my card anyway!  How am I sure I can use
my card in Guatemala?

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Yes this is noted on your account now, I am sure of that.  , The situation may not be the same.
 Your card being frozen in Panama may be due to other reasons.  Did you report it? We have
tighter security in other countries which may be the case.  ,This call is recorded, sir, and my name is
Patrick.  I have already put the travel notifications. You can contact us again and I’ll assist you I
promise as part of quality customer service.

Correct
I have put in the notification, Mr. Wilson.  Here’s the transaction number for reference. Sorry to
hear about the card issues before, but I’ve checked and you can use your card in Guatemala.
Question Content
Customer:  Alright.  I’ll trust you then.

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Appreciate your trust.  Thank you for calling BUPLAS bank. , Thank you for understanding.
 Anything else? ,Thank you for patience, and feel free to contact us again for anything.

Correct
Appreciate your trust.  Would there be anything else I could help with?
Question Content
Customer:  Just one other thing, how I can do this, the travel notification online, if in case I cannot call
you guys?

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
I’m afraid I can’t help with that.  I only do phone support. Is there anything else I can
help you with? , I’ll transfer you now to our online support department who has that information.
 Is that ok? , I’m sorry I cannot help you with that.  There’s a different department
in charge of online support.

Correct
We have another department that can help you with doing that online.  Would you like me to transfer
you to online support?
Question Content
Customer: Hi. I’m trying to set up my TV to record programs at the same time every day.It was working
before but then it stopped. Now I can’t watch the programs that I want.

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Ok, sir.  What is the device model number?,I apologize that you can’t watch the programs that
you want. It could be just a glitch. ,Oh, sorry to hear that.  No worries, I can definitely help you out with
your concern.

Correct
Sorry to hear you are having issues with your TV.  Let me help you with this. Could you give me the
model number so that I can check?
Question Content
Customer: The model number is 22344322

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Ok, please hold on.,Please give me a few minutes while I check that on my system. ,Got it.  Just a
moment.  

Correct
Thanks for that.  Please give me a few minutes while I check that on my system.
Question Content
(3 minutes waiting time)

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Hi Nicole.  Are you in front of your TV now?  ,I apologize for the long hold Nicole.  I was just
checking to make sure that I have the right information to tell you. ,Thank you for waiting.   Based
on our records here, I see that your device is due for an upgrade.

Correct
Thanks for holding. Upon checking, the issue could be with the manual reset.  Do you have access to
your TV now?
Question Content
Customer:   I’m standing by the TV now. How long will this take?  I’m in a
hurry.

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Ok I will help you out as fast as possible now.  Please change the setting to automatic update.,Sorry to
hear you are in a hurry.  I will guarantee you we can fix this in 3 minutes.  ,I am not able to
promise that we can finish this quickly.  It will all depend how well you can follow the instructions.

Correct
This should take just around 10 minutes.  Is this ok with you? If that’s too long, then I can call you
back at a more convenient time.
Question Content
(After a few more minutes walking the customer through the reset…) Customer: OK. And after
I’ve done that?

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
Allow the system to take in the changes we just did in the last few minutes.  Restarting your device will
allow settings to be refreshed. Could you hit the restart?,Just restart the device. ,Either you restart the device
now by hitting the restart button or check the settings again to make sure it’s updated to automatic
setup.  Either way is fine.

Correct
You will simply need to hit the restart button to check if the problem is fixed. Could you try that now?
Question Content
Customer: OK. It’s restarting now. I can see 3 green lights flashing.  I’ll record a few
seconds. Hang on. Ok, that’s working now. I can access the recording.  Wow, you are fantastic!

Category
Customer Conversation

Sub Category
Customer Converstion

Marks
1

Type
Single Choice

Difficulty
Smart

Options
No problem.  Thank you for calling technical support.  Anything else?,You are welcome.  I
am happy to be of great service to our clients.  Would you like to talk to my supervisor about this
call? ,Don’t mention it.  That’s my job. I’m happy to know I’ve helped you
with your issue.

Correct
You are welcome. Glad I was able to help.  Is there anything else I can help you with?