How to use this bank in the days before your test
This page holds 100 practice items for the English tests BPOs and contact centres use: Versant by Pearson, SHL SVAR and the Harver spoken language assessment, plus mock calls for the live round that Berlitz-style and in-house assessments use. There are 20 read-aloud items, 20 repeat sentences, 20 short-answer questions, 15 sentence builds, 7 story retells, 10 open questions and 8 customer calls. Every item has a timing, an answer key or a strong model response written by TalkDrill, and a note on the trait it scores. Nothing here is copied from a real test.
Use it like this. Say every item aloud; reading silently trains nothing these tests score. Record yourself on your phone or in TalkDrill's Read Aloud practice, which scores pronunciation word by word and highlights misread words. Then listen back with the self-check sheet below and fix one thing at a time. If you have a test link already, jump to the timed mocks and the practice route.
- Versant: about 17 minutes and scored 10 to 90 on the Global Scale of English, per the Pearson India store; the Rs 1,100 product there is a practice test, not the official exam.
- SVAR: 12 to 15 minutes; you repeat or respond in your own words, per SHL.
- Harver: single words, listen and repeat, and a paragraph read aloud, per Harver.
- Berlitz Philippines: a customisable speaking test online or by phone, per Berlitz; practise with the mock calls.
Not sure which test you will get? The comparison page covers who uses what, and the BPO English tests hub has the full overview. If you already have a score and want to know what it means, read scores and cut-offs.
Which test uses which task, with official timings
The tests share task families, which is good news: one hour on repeat sentences helps you in Versant, SVAR and Harver at once. The table shows where each task appears and the timing the test owner publishes. Where nobody publishes a timing, the column says "ours" and gives the timing we practise with.
| Task | Versant English Test (store sections) | Versant Speaking and Listening (2024 guide) | SVAR (SHL) | Harver | Timing we use |
|---|---|---|---|---|---|
| Read aloud | Reading | Not a listed part | Not described on SHL's page | Single words; a longer paragraph | Ours: start within 3 seconds; 20 to 45 seconds a paragraph |
| Repeat | Repeat | Part B, 16 items | "Repeat or respond" | Listen and repeat | Pearson: start within 6 seconds, 15 seconds to answer |
| Short answer | Short Answer Questions | Part A, 8 items; Parts C and D, 6 each | Comprehension is scored | Not listed | Pearson: in Part A, start within 6 seconds and answer within 15; in Parts C and D, start within 8 seconds |
| Sentence builds | Sentence Builds | Not a listed part | Not described | Not listed | Ours: start within 5 seconds |
| Story retell | Story Retelling | Part E, 2 items | Not described | Not listed | Pearson: 30 seconds |
| Open question | Open Questions | Part F, 2 items | "Respond in their own words" | Not listed | Pearson: 40 seconds |
| Customer call | Not part of Versant | Not part of Versant | Not described | Not listed; Harver says employers can add brand-specific talk tracks to its assessment | Ours: 3 to 5 minutes |
Sources: the Pearson India Versant store page, the Versant by Pearson Speaking and Listening official guide (PDF, 2024), the SHL SVAR page and the Harver Spoken Language Assessment page, all read on 21 October 2026. Pearson's pages describe two different speaking tests under the Versant name; both run about 17 minutes. If your invitation does not name the test, ask the recruiter which one you are taking.
The self-check sheet
Machine scorers listen for a short list of traits. The names differ by test, but they overlap. Pearson's store page lists Fluency, Pronunciation, Vocabulary and Sentence Mastery as Versant sub-skills; SHL lists pronunciation, fluency, comprehension, vocabulary and grammar for SVAR; Harver lists speaking rate, pauses and hesitations, cadence and pitch. The questions below are ours; use them after every recording. Mark each row green (fine), amber (sometimes) or red (often). Work on one red row a day.
| Trait (where it is named) | Ask yourself | Red sign | Items that fix it |
|---|---|---|---|
| Pronunciation (Versant, SVAR) | Would a stranger write down every word correctly, especially numbers and names? | f said as p, v and w merged, th as t or d, ship and sheep the same | r01, r05, r08, ra18 to ra20 |
| Fluency, rate and pauses (Versant, SVAR, Harver) | Did I pause only at commas and full stops? Any silence over two seconds? | Word-by-word reading; long pauses mid-sentence; restarts | r02, r03, r04, the Repeat section |
| Cadence and pitch (Harver) | Did my voice rise and fall, or stay on one note? Did lists rise and then fall? | Flat delivery; every sentence ending on a rise | r07, r09, r10 |
| Sentence mastery and grammar (Versant, SVAR) | Did I keep tenses, plurals and word order correct under time pressure? | Dropped -s and -ed; "is not working since"; question word order in statements | Sentence builds, p06, b02, b07 |
| Vocabulary (Versant, SVAR) | Did I use the exact word, or talk around it? | Long definitions instead of a word; the same adjective three times | Short answer, open questions |
| Comprehension (SVAR, Versant Listening) | Did I answer the question that was asked? | Answering a different detail; missing time words | s03, s05, s08, sa18, sa20 |
The self-check is a TalkDrill rubric, not an official one; none of the test owners publishes item-level marking. Use it to decide what to practise, not to predict a number. For what the numbers mean, see scores and cut-offs.
Read aloud: 20 items
Read-aloud tasks appear as Reading in the Versant English Test and as single words and a paragraph in Harver. They are the most coachable task in any of these tests, because you can see every word in advance. The usual trap is speed: nerves make people read too fast and too flat. Read each item below once cold, once with the model's stress marks, then once more at a calm agent's pace. Use the Read Aloud practice to get a word-by-word pronunciation score.
R01: Ten single words with three hidden traps
Harver-style single words. Read each word once, clearly, with a short pause between words.
Thursday, three, vehicle, fifteen, fifty, available, comfortable, February, schedule, receipt
Practice timing (ours): about 20 seconds for the whole list.
What the scorer listens for: Each word said the way a listener expects it: the th in Thursday and three, the v in vehicle, the stress difference between fifTEEN and FIFty, the final consonants in receipt and Thursday, and no extra syllables.
Strong response (TalkDrill worked example)
A strong reading, stressed syllable in capitals: THURS-day, THREE, VEE-uh-kul, fif-TEEN, FIF-tee, uh-VAY-luh-bul, KUMF-tuh-bul, FEB-roo-uh-ree, SHED-yool (or SKED-yool), ri-SEET.
Coaching note (TalkDrill): Three traps sit in this list. Comfortable has three spoken syllables, not four. Receipt has a silent p. Fifteen and fifty differ by stress, and an agent who blurs them gives a customer the wrong amount. Filipino speakers often turn the f in fifteen and February into a p; many Hindi and South Indian speakers say vehicle with a w. For both f and v, rest your top teeth on your lower lip and keep the air moving.
Trait scored: Trait: pronunciation of single words. Harver lists "single word testing" as the first section of its spoken assessment. Usual loss: f said as p, th said as t or d, and the stress of fifteen moved to the front.
R02: Four delivery sentences, read as one message
Versant-style reading. Read the sentences in order, as if you were reading them to a customer.
1. Your parcel left our warehouse on Tuesday evening.
2. It should reach the local hub by Thursday morning.
3. A driver will call you before the delivery.
4. Please keep your phone switched on.
Practice timing (ours): begin within 3 seconds; about 4 seconds a sentence.
What the scorer listens for: Accurate words (nothing added, nothing dropped), an even pace, pauses only where the punctuation is, and stress on the content words: parcel, warehouse, Tuesday, evening, hub, Thursday, driver, call, phone, on.
Strong response (TalkDrill worked example)
Stressed words in capitals, a short breath at each slash:
"Your PARcel left our WAREhouse / on TUESday EVEning. It should REACH the LOcal HUB / by THURSday MORNing. A DRIver will CALL you / beFORE the deLIVery. Please keep your PHONE / switched ON."
Coaching note (TalkDrill): The small words (your, our, on, the, by, a) are said quickly and lightly. That contrast between strong and weak words is what makes English rhythm sound natural, and it is the first thing a flat reading loses. Do not read word by word; let your eyes run one phrase ahead of your voice. If you misread a word, correct it once and carry on rather than restarting the sentence.
Trait scored: Trait: pronunciation and fluency in reading. The Pearson store lists Reading as a section and Fluency and Pronunciation among the sub-skills on the score report. Usual loss: equal stress on every word, and restarts after a slip.
R03: Billing paragraph: why the bill went up
Harver-style paragraph. Read the whole paragraph aloud once.
"Thank you for calling. I can see that your last bill was higher than usual. This is because the promotional discount on your plan ended on the fifth of this month. I understand that this is frustrating. The good news is that you qualify for a new loyalty offer, which brings your monthly charge back down. I can apply it today, and you will see the change on your next statement."
Practice timing (ours): 35 to 45 seconds.
What the scorer listens for: A steady speaking rate, pauses at punctuation only, no hesitation inside a phrase, a falling pitch at the end of each statement, a warmer lift on "the good news", and clear long words: promotional, frustrating, qualify, loyalty, statement.
Strong response (TalkDrill worked example)
Chunked for breathing, stressed syllables in capitals:
"THANK you for CALLing. / I can SEE / that your LAST BILL / was HIGHer than USual. / This is beCAUSE / the proMOtional DIScount on your PLAN / ENDed on the FIFTH of this MONTH. / I underSTAND / that this is frusTRATing. / The GOOD NEWS / is that you QUALify for a new LOYalty OFfer, / which brings your MONTHly CHARGE / BACK DOWN. / I can apPLY it toDAY, / and you will SEE the CHANGE / on your NEXT STATEment."
Coaching note (TalkDrill): Aim for the pace of a calm agent, not a newsreader. The first sentence sets your rate, so do not rush it. Let your voice fall at each full stop so the listener hears where a thought ends.
Trait scored: Trait: speaking rate, pauses and hesitations, cadence and pitch, the four factors Harver names for its assessment, whose third section is "reading a longer paragraph aloud". Usual loss: a rushed opening and a pitch that never falls.
R04: Technical support paragraph: restart the router
Paragraph read-aloud, technical support.
"Before we restart the router, please check that the small light on the front is green. If it is orange or flashing, switch the router off at the wall and wait for thirty seconds. Then switch it on again and give it about two minutes to reconnect. While we wait, could you tell me whether any other devices in your home are online?"
Practice timing (ours): 30 to 40 seconds.
What the scorer listens for: Clear th in the, thirty and then; a true v in devices; final consonants in check, light, front, wait and switched; instructions that sound like steps, with a pause between them; and a polite, slightly rising tone on the closing question.
Strong response (TalkDrill worked example)
"BeFORE we reSTART the ROUter, / please CHECK / that the SMALL LIGHT on the FRONT / is GREEN. / If it is ORange or FLASHing, / SWITCH the router OFF at the WALL / and WAIT for THIRty SEconds. / THEN switch it ON aGAIN / and give it aBOUT two MINutes / to reconNECT. / While we WAIT, / could you TELL me / whether any OTHer deVICes in your HOME / are onLINE?"
Coaching note (TalkDrill): Say router as ROW-ter or ROO-ter; both are standard, so pick one and keep it. Orange has two syllables, OR-inj. Leave a clear gap between "wait for thirty seconds" and "Then": instructions read as one breath are hard to follow on a call, and pause placement is part of what the machine hears.
Trait scored: Trait: intelligibility and pace. Pearson describes Manner of Speaking as pronouncing English sounds close to typical norms at a normal conversational pace, without too much hesitation. Usual loss: dropped final t and k sounds, and one long breath for three instructions.
R05: Six word pairs that must sound different
Single words in pairs. Read across each row and make the two words sound clearly different.
ship / sheep
full / fool
bill / bell
pan / fan
berry / very
live / leave
Practice timing (ours): about 15 seconds.
What the scorer listens for: A real contrast in every pair: short i against long ee (ship, sheep; live, leave), short u against long oo (full, fool), i against e (bill, bell), p against f (pan, fan) and b against v (berry, very).
Strong response (TalkDrill worked example)
Strong version: ship is short and relaxed, sheep is long with a smile; full is short with relaxed lips, fool is long with rounded lips; bill has the tongue a little higher than bell; pan starts with closed lips and a small puff of air, fan starts with teeth on the lower lip; berry starts with both lips together, very with teeth on the lip; live is short, leave is long.
Coaching note (TalkDrill): Tagalog and Bisaya have fewer vowel contrasts than English, so ship and sheep, full and fool can merge; p and f, b and v can swap too. Exaggerate the long vowels while you practise, then relax to normal. A scorer does not need a perfect accent; it needs the two words to be different.
Trait scored: Trait: pronunciation of vowel length and consonant pairs, heard in single-word and read-aloud tasks. Usual loss: one sound used for both words in a pair, which a listener hears as a wrong word.
R06: Reference numbers, an amount and a date
Read aloud, numbers and details.
"Your reference number is 4 7 0 9 2. The refund of 1,250 pesos will reach your account within seven working days. If it has not arrived by the 18th, please call us back and quote that reference."
Practice timing (ours): about 20 seconds.
What the scorer listens for: Digits read one at a time in small groups, the amount read in full, the date said as an ordinal (the eighteenth), and every number easy to write down on first hearing.
Strong response (TalkDrill worked example)
"Your reference number is / four seven, / oh nine two. / The refund of one thousand two hundred and fifty pesos / will reach your account / within seven working days. / If it has not arrived by the eighteenth, / please call us back / and quote that reference."
Coaching note (TalkDrill): Group long numbers in twos and threes with a tiny pause, the way you would read a phone number. Say oh or zero, but do not switch between them in one number. Eighteenth ends in a th; practise "eight-TEENTH" slowly. In India the same line would use rupees; the rhythm does not change. Numbers are where callers most often ask an agent to repeat, so slow down for them on purpose.
Trait scored: Trait: accuracy and intelligibility of numbers in reading. Usual loss: digits run together, eighteen said as eighty, and the th of eighteenth dropped.
R07: Apology paragraph: a late order
Paragraph read-aloud, apology.
"I am really sorry that your order has not arrived. I know you were expecting it last Friday, and I would be disappointed too. I have checked with the courier, and the parcel is at their depot in your city. They have promised to deliver it tomorrow before noon. I will also add a voucher to your account for the trouble."
Practice timing (ours): about 30 seconds.
What the scorer listens for: Warmth that does not sound scripted: real pitch movement on "really sorry" and "disappointed too", a firmer, level tone for the facts, and clear words: courier, depot, voucher.
Strong response (TalkDrill worked example)
"I am REALly SORry / that your ORder has NOT arRIVED. / I KNOW you were exPECTing it LAST FRIday, / and I would be disapPOINTed TOO. / I have CHECKED with the COURier, / and the PARcel is at their DEPot / in your CITy. / They have PROMised to deLIVer it / toMORrow beFORE NOON. / I will ALso ADD a VOUCHer to your acCOUNT / for the TROUble."
Coaching note (TalkDrill): Courier is KOO-ree-uh; depot is DEP-oh in British English and DEE-poh in American, both fine. The apology needs a lift and fall on "really sorry"; the facts need a level, confident voice. Reading the whole paragraph in one tone is the most common reason a read-aloud sounds robotic.
Trait scored: Trait: cadence and pitch, two of the four factors Harver names. Usual loss: one flat tone from start to finish, or a sing-song rise at the end of every sentence.
R08: Ten words that test v and w
Single words. Read each word clearly.
wallet, very, west, vest, worry, volume, award, invoice, twelve, weather
Practice timing (ours): about 15 seconds.
What the scorer listens for: A rounded-lip w with no teeth contact in wallet, west, worry, award, twelve and weather; a v with the top teeth on the lower lip in very, vest, volume, invoice and twelve; and a clear th in weather.
Strong response (TalkDrill worked example)
Strong version: WOL-it, VEH-ree, WEST, VEST, WUH-ree, VOL-yoom, uh-WORD, IN-voice, TWELV, WEH-thuh.
Coaching note (TalkDrill): Many Hindi, Marathi, Bengali, Telugu and Tamil speakers use one sound, somewhere between v and w, for both letters. Here is the test: west and vest must be two different words. For w, push your lips forward as if to blow out a candle and keep your teeth away. For v, bite gently on your lower lip and hum. Twelve has both sounds: w at the start, v at the end.
Trait scored: Trait: pronunciation of consonants in single words. Usual loss: v and w merged, which makes vest and west, and verse and worse, sound the same.
R09: Security check paragraph with a list
Paragraph read-aloud, account security.
"For your security, I need to verify a few details before I can discuss the account. Could you please confirm your full name, your date of birth and the last four digits of the card linked to this account? Thank you. I will now send a one-time code to the mobile number we have on file. Please read it back to me when it arrives."
Practice timing (ours): about 30 seconds.
What the scorer listens for: List intonation (up on full name, up on date of birth, down on the last item), clear long words (security, verify, details, digits), and a calm, unhurried pace that sounds trustworthy.
Strong response (TalkDrill worked example)
"For your seCURity, / I need to VERify a few DEtails / before I can disCUSS the acCOUNT. / Could you please conFIRM / your FULL NAME, (rise) / your DATE of BIRTH (rise) / and the LAST FOUR DIGits of the CARD (fall) / linked to this acCOUNT? / THANK you. / I will NOW send a ONE-time CODE / to the MObile number we have on FILE. / Please READ it BACK to me / when it arRIVES."
Coaching note (TalkDrill): Lists are where read-alouds go flat. Rising on each item and falling on the last tells the listener the list is complete. Mobile is MOH-bile in British English and MOH-bul in American; either is fine.
Trait scored: Trait: cadence and pitch (list intonation) and pronunciation of multi-syllable words. Usual loss: every list item said on the same note, and verify stressed on the second syllable.
R10: Correcting a number: fifteen, not fifty
Read aloud, contrast and correction.
"Sorry, I may not have been clear. The charge was fifteen dollars, not fifty. And it was taken on the thirteenth, not the thirtieth. So the amount we will refund is fifteen dollars, in full, by Monday."
Practice timing (ours): about 15 seconds.
What the scorer listens for: Contrastive stress that makes the correction unmistakable: fifTEEN against FIFty, thirTEENTH against THIRtieth, with a short pause before each "not".
Strong response (TalkDrill worked example)
"SORry, / I may not have been CLEAR. / The charge was fifTEEN dollars, / NOT FIFty. / And it was taken on the thirTEENTH, / NOT the THIRtieth. / So the amount we will reFUND / is fifTEEN DOLlars, / in FULL, / by MONday."
Coaching note (TalkDrill): In English the teen numbers are stressed at the end and the tens at the start. When you correct a number, stress the part that is different and pause before "not". Thirtieth has three syllables, THUR-tee-uth, and it ends in a th, not a t. Read this item at least three times, until the stress shift feels automatic.
Trait scored: Trait: word stress and intelligibility of numbers. Usual loss: fifteen and fifty stressed the same way, so the correction does not land.
Ten quick-fire sentences with keys (ra11 to ra20)
Practice timing (ours): start within 3 seconds; one breath group at a time. The key shows the stressed syllables in capitals and the trap in each sentence.
| Item | Read this aloud | Key |
|---|---|---|
| ra11 | Thank you for your patience while I check the system. | THANK you for your PAtience / while I CHECK the SYStem. Patience is PAY-shuns, two syllables. |
| ra12 | Your new password must contain at least eight characters. | Your NEW PASSword / must conTAIN at LEAST EIGHT CHARacters. Characters starts with a k sound. |
| ra13 | We have offices in Manila, Cebu and Davao. | List intonation: up on Manila, up on Cebu, down on Davao. |
| ra14 | The warranty covers the screen, but not the battery. | Contrast stress: the SCREEN / but NOT the BATtery. Warranty is WOR-un-tee. |
| ra15 | Please allow three to five working days for the refund. | Please alLOW / THREE to FIVE WORKing DAYS / for the REfund. Refund the noun is stressed at the front. |
| ra16 | I have escalated the issue to our technical team. | I have ESCalated the ISSue / to our TECHnical TEAM. Issue is ISH-oo. |
| ra17 | Could you confirm the email address linked to the account? | Could you conFIRM / the EMAIL adDRESS / linked to the acCOUNT? Linked ends in a t sound. |
| ra18 | The vehicle was available for viewing on Wednesday afternoon. | v and w trap: VEE-uh-kul, uh-VAY-luh-bul, VYOO-ing, WENZ-day. Keep v on the lip, w on rounded lips. |
| ra19 | Fifty-five people phoned before five o'clock on Friday. | f trap: every f and ph is teeth on the lower lip. Phoned is one syllable, fohnd. |
| ra20 | There are thirty-three things to think about this Thursday. | th trap: tongue tip lightly between the teeth for every th; there and this are voiced, thirty, three, things, think and Thursday are not. |
For the sound traps in ra18 to ra20, our guides on v and w and the th sound have slower drills.
Repeat: 20 sentences
Repeat tasks appear in all three machine-scored tests. Pearson's 2024 guide says you start within 6 seconds and have 15 seconds to answer, and its tip is to copy the same voice and tone, rhythm, pauses and intonation that you heard. Have a partner or the TalkDrill AI read each sentence once; do not look at the text. Hold the meaning, not the word list: who, what, when.
P01: Four words: please hold the line
Repeat the sentence exactly as you hear it. Have a partner or the TalkDrill AI say it once; do not look at the text while you answer.
"Please hold the line."
Timing: start within 6 seconds; up to 15 seconds to answer (Pearson's 2024 Speaking and Listening guide, Part B).
What the scorer listens for: All four words in order, the same rhythm and falling tone as the speaker, a clear final d in hold, and no added words such as "sir" or "okay".
Strong response (TalkDrill worked example)
"PLEASE HOLD the LINE." (falling tone at the end)
Coaching note (TalkDrill): Short repeats feel easy, and that is where careless mistakes happen. Pearson's tip for this part is to repeat using the same voice and tone: the same rhythm, pauses and intonation you heard. So copy the melody, not just the words. Make the d in hold audible, and do not add a polite word at the start or end. Then pause for a beat before the next item instead of rushing into it.
Trait scored: Trait: listening, speaking and Manner of Speaking. Pearson lists all three for Repeat the Sentence; SVAR and Harver also use listen-and-repeat. Usual loss: an added word, or a dropped final consonant.
P02: Eight words: the manager will call you back
Repeat the sentence exactly as you hear it.
"The manager will call you back this afternoon."
Timing: start within 6 seconds; up to 15 seconds to answer (Pearson's 2024 guide).
What the scorer listens for: Every word in order, "will call you back" kept as one smooth chunk, and the stress pattern MANager, CALL, BACK, afterNOON.
Strong response (TalkDrill worked example)
"The MANager / will CALL you BACK / this afterNOON."
Coaching note (TalkDrill): Do not try to remember eight separate words. Remember three chunks: who (the manager), what (will call you back), when (this afternoon). Your memory holds meaning much better than a list. While the speaker talks, picture the scene: a manager, a phone, the afternoon. Then say it back in the same three steps. If you lose a word, keep the rhythm and the meaning. Pearson's guide says you cannot re-record and should not correct yourself, so finish the sentence instead of stopping to restart.
Trait scored: Trait: listening and speaking (Pearson). Usual loss: "will" dropped ("The manager call you back"), or "this afternoon" turned into "in the afternoon".
P03: A polite question: could you spell your last name
Repeat the sentence exactly as you hear it.
"I'm sorry, could you spell your last name for me?"
Timing: start within 6 seconds; up to 15 seconds to answer (Pearson's 2024 guide).
What the scorer listens for: The contraction I'm kept as I'm, a pause after sorry, all ten words in order, and the polite question tone of the original.
Strong response (TalkDrill worked example)
"I'm SORry, / could you SPELL your LAST NAME for me?"
Coaching note (TalkDrill): Keep the contraction. If you hear "I'm", say "I'm", not "I am"; a repeat task checks that you heard exactly what was said. Copy the small pause after sorry, then keep "could you spell your last name for me" in one breath. You will say this line on real calls, so learn the melody: the voice rises a little on SPELL and settles on "for me". This is a good sentence to record five times in a row.
Trait scored: Trait: listening accuracy plus intonation. Usual loss: I'm expanded to I am, "for me" dropped, or the question said as a flat statement.
P04: Most customers prefer to pay online
Repeat the sentence exactly as you hear it.
"Most customers prefer to pay their bills online."
Timing: start within 6 seconds; up to 15 seconds to answer (Pearson's 2024 guide).
What the scorer listens for: Prefer stressed on the second syllable, their with a soft th, the final s in customers and bills, and all eight words in order.
Strong response (TalkDrill worked example)
"MOST CUStomers / preFER to PAY their BILLS onLINE."
Coaching note (TalkDrill): Prefer is stressed at the end, pre-FER; many speakers stress the front and it sounds like a different word. "Their" starts with the tongue lightly between the teeth, not with a d. Plural s matters too: customers and bills both end in a z sound. If you drop it, the grammar changes and a scorer hears "most customer prefer to pay their bill". Repeat it slowly twice, then at normal speed.
Trait scored: Trait: pronunciation (word stress, th, plural endings) and accuracy. Usual loss: preFER stressed as PREfer, and plural s dropped.
P05: Twelve words with a condition: if the screen stays black
Repeat the sentence exactly as you hear it.
"If the screen stays black, unplug the cable and wait ten seconds."
Timing: start within 6 seconds; up to 15 seconds to answer (Pearson's 2024 guide).
What the scorer listens for: Both halves of the sentence in order, the pause after black, and the consonant clusters in screen, stays, black, unplug and seconds kept whole.
Strong response (TalkDrill worked example)
"If the SCREEN stays BLACK, / unPLUG the CAble / and WAIT TEN SEconds."
Coaching note (TalkDrill): Longer repeats are where memory runs out. Use the grammar to help you: an "if" sentence always has two halves, the condition and the instruction. Hold the condition as one picture (black screen) and the instruction as two actions (unplug, wait). Consonant clusters at the start of words, such as scr and bl, must not grow an extra vowel ("is-screen", "ba-lack"). Practise "screen stays black" on its own until it is smooth.
Trait scored: Trait: listening, speaking and Manner of Speaking. Usual loss: a vowel added before or inside a consonant cluster, and the second action ("wait ten seconds") forgotten.
P06: Reported question: she asked whether
Repeat the sentence exactly as you hear it.
"She asked whether the new plan included free international calls."
Timing: start within 6 seconds; up to 15 seconds to answer (Pearson's 2024 guide).
What the scorer listens for: The reported-question word order kept (no "did"), the past tense in asked and included, and international stressed on the third syllable.
Strong response (TalkDrill worked example)
"She ASKED / whether the NEW PLAN inCLUDed / FREE interNAtional CALLS."
Coaching note (TalkDrill): This is a reported question, so the word order is a statement: "whether the new plan included", not "whether did the new plan include". If your memory slips, your grammar will try to rebuild the sentence, so knowing the pattern protects you. Asked ends in a t sound (askt); included ends in id. International has five syllables, in-ter-NASH-uh-nul; keep them all.
Trait scored: Trait: listening plus grammar under memory load. Usual loss: question word order inserted, and the past-tense endings dropped.
P07: Twelve words with linking: an hour earlier
Repeat the sentence exactly as you hear it.
"The store on the second floor closes an hour earlier on Sundays."
Timing: start within 6 seconds; up to 15 seconds to answer (Pearson's 2024 guide).
What the scorer listens for: Silent h in hour with "an" linked to it, closes with a z sound, and all twelve words in order with natural linking.
Strong response (TalkDrill worked example)
"The STORE on the SECond FLOOR / CLOSes an_HOUR EARlier / on SUNdays."
Coaching note (TalkDrill): "An hour" links into one sound, a-NOUR, because the h is silent. Closes is KLOH-ziz. Hold the sentence as where (the store on the second floor), what (closes an hour earlier) and when (on Sundays). If you hear "the store" and later say "a store", that is an error; listen for the small words as carefully as the big ones.
Trait scored: Trait: listening accuracy and connected speech. Usual loss: "an hour" said as "a hour" with a pronounced h, and "the" swapped for "a".
P08: Eleven words: before you leave the office
Repeat the sentence exactly as you hear it.
"Before you leave the office, make sure the windows are locked."
Timing: start within 6 seconds; up to 15 seconds to answer (Pearson's 2024 guide).
What the scorer listens for: A long ee in leave (not live), locked ending in a t sound, and the pause after office.
Strong response (TalkDrill worked example)
"BeFORE you LEAVE the OFfice, / make SURE the WINdows are LOCKED."
Coaching note (TalkDrill): Leave and live are different words; stretch the ee. Locked ends in a quick t sound (lokt), not "lock-ed" with two syllables. The sentence is a time clause followed by an instruction, so keep that order in your head. Filipino speakers sometimes shorten leave to live, and many Indian speakers add a vowel to locked. Both change what the listener hears.
Trait scored: Trait: pronunciation (vowel length and past-tense endings) and accuracy. Usual loss: leave said as live, and locked said with two syllables.
P09: Twelve words: review your complaint within two working days
Repeat the sentence exactly as you hear it.
"Our team will review your complaint and reply within two working days."
Timing: start within 6 seconds; up to 15 seconds to answer (Pearson's 2024 guide).
What the scorer listens for: Every word in order, review and reply both stressed on the second syllable, and "within two working days" kept whole.
Strong response (TalkDrill worked example)
"Our TEAM will reVIEW your comPLAINT / and rePLY within TWO WORKing DAYS."
Coaching note (TalkDrill): The sentence has two verbs joined by "and": review and reply. Hold them as a pair. Both are stressed at the end, re-VIEW and re-PLY. Complaint ends in a t; do not drop it. "Within two working days" is a fixed service phrase you will use at work, so it is worth learning as one unit. If you can say it without thinking, your memory is free for the rest of the sentence.
Trait scored: Trait: listening and speaking under memory load. Usual loss: one of the two verbs dropped, or "working days" changed to "days".
P10: Twelve words with a contrast: although the flight was delayed
Repeat the sentence exactly as you hear it.
"Although the flight was delayed, the passengers reached the hotel before midnight."
Timing: start within 6 seconds; up to 15 seconds to answer (Pearson's 2024 guide).
What the scorer listens for: The contrast structure (although, then the main clause, with no "but"), delayed and reached with their past-tense endings, and hotel stressed on the second syllable.
Strong response (TalkDrill worked example)
"ALTHOUGH the FLIGHT was deLAYED, / the PASSengers REACHED the hoTEL / beFORE MIDnight."
Coaching note (TalkDrill): Do not add "but" after although; English uses one or the other. Reached ends in a t sound (reecht). Hotel is ho-TEL. At this length, words start to drop out of the middle, so practise in rounds: listen, wait two seconds, then speak. The short wait trains you not to start before you have the whole sentence in your head.
Trait scored: Trait: listening, speaking and Manner of Speaking. Usual loss: "but" added, words dropped from the middle, and hotel stressed on the first syllable.
Ten more repeat sentences, graded by length (rp11 to rp20)
Timing: start within 6 seconds, 15 seconds to answer (Pearson's 2024 guide). The key shows the chunks to hold in memory and the stressed syllables.
| Item | Sentence | Length | Key: chunks and stress |
|---|---|---|---|
| rp11 | Thanks for waiting. | 3 words | THANKS / for WAITing. Final s in thanks. |
| rp12 | Your order is on its way. | 6 words | Your ORder / is ON its WAY. Link order_is and on_its. |
| rp13 | Let me check that for you. | 6 words | Let me CHECK that / for YOU. Not "let me check for you". |
| rp14 | The train leaves from platform four at noon. | 8 words | The TRAIN LEAVES / from PLATform FOUR / at NOON. |
| rp15 | I'll send you a confirmation email in a moment. | 9 words | I'll SEND you / a confirMAtion EMAIL / in a MOment. Keep I'll. |
| rp16 | Could you tell me when the problem first started? | 9 words | Could you TELL me / when the PROBlem FIRST STARTed? Statement order after "tell me when". |
| rp17 | Most of our staff take the bus to work every day. | 11 words | MOST of our STAFF / take the BUS to WORK / EVery DAY. |
| rp18 | The meeting was moved to Thursday because the director was travelling. | 11 words | The MEETing was MOVED to THURSday / beCAUSE the diRECtor was TRAVelling. |
| rp19 | Customers who renew before the end of the month receive a small discount. | 13 words | CUStomers who reNEW / before the END of the MONTH / reCEIVE a SMALL DIScount. |
| rp20 | If you need more help, you can reach us by chat at any time. | 14 words | If you NEED more HELP, / you can REACH us by CHAT / at ANy TIME. |
Short answer: 20 questions
Short-answer questions test listening. Pearson's guide says to answer in a single word or short phrase and not to give a long or detailed reply, and that if you do not start within 6 seconds the test moves on. So: listen for the key word, answer, stop. Questions s05 and sa18 are in the Part C conversation shape; s08 and sa20 are in the Part D passage shape. Pearson allows 8 seconds to start in both Part C and Part D.
S01: What do people use to cut paper?
Answer with one word or a short phrase.
"What do people usually use to cut paper?"
Timing: start within 6 seconds; up to 15 seconds to answer (Pearson's 2024 guide, Part A).
What the scorer listens for: A correct, short answer: scissors. The scorer is checking that you understood the question and replied quickly, not that you can make a long sentence.
Strong response (TalkDrill worked example)
"Scissors."
Also fine: "A pair of scissors."
Coaching note (TalkDrill): Pearson's own tip for this part is: do not give a long or detailed reply. One word is a complete answer. The c in scissors is silent and the word ends in a z sound, SIZ-erz. If you do not know the word, a short accurate phrase is better than silence: "the tool with two blades". Silence for six seconds moves the test on, per Pearson's guide, and the item is lost.
Trait scored: Trait: listening (Pearson lists Listening as the skill for Part A). Usual loss: a long sentence that adds grammar mistakes, or a slow start that runs out the clock.
S02: Opening hours: nine to five
Answer with one word or a short phrase.
"A shop opens at nine in the morning and closes at five in the afternoon. How many hours is it open?"
Timing: start within 6 seconds; up to 15 seconds to answer (Pearson's 2024 guide).
What the scorer listens for: The right number, said clearly: eight, or eight hours.
Strong response (TalkDrill worked example)
"Eight hours."
Coaching note (TalkDrill): Short-answer items often hide a small sum or a comparison. Do the maths, then give only the result. Do not explain ("Because from nine to five is..."): the extra words add risk and no marks. Say eight with a clear t at the end so it cannot be heard as "eh". If you hear a number question you did not catch, give your best single answer; a guess has a chance, silence has none.
Trait scored: Trait: listening comprehension and quick, accurate response. Usual loss: a slow start while counting aloud, or an explanation instead of an answer.
S03: If today is Wednesday
Answer with one word or a short phrase.
"If today is Wednesday, what day was it yesterday?"
Timing: start within 6 seconds; up to 15 seconds to answer (Pearson's 2024 guide).
What the scorer listens for: The correct day, Tuesday, with a clear initial T and the stress on the first syllable.
Strong response (TalkDrill worked example)
"Tuesday."
Coaching note (TalkDrill): The trap is the tense word "yesterday". Listen for time words (yesterday, tomorrow, before, after) because they decide the answer. Say TYOOZ-day or TOOZ-day; both are standard. Wednesday is WENZ-day, with the d silent, if you ever need to say it. One clear word, then stop and wait for the next question. Practise ten day and month questions in a row to make the answers automatic.
Trait scored: Trait: listening for time words. Usual loss: answering Thursday because "yesterday" was missed.
S04: The person who answers customer calls
Answer with one word or a short phrase.
"What do you call a person who answers customers' calls in a contact centre?"
Timing: start within 6 seconds; up to 15 seconds to answer (Pearson's 2024 guide).
What the scorer listens for: A correct name for the job: an agent, a customer service representative, or a call centre agent.
Strong response (TalkDrill worked example)
"An agent."
Also fine: "A customer service representative" or "A call centre agent."
Coaching note (TalkDrill): Any accurate name works. Use the article: "an agent", not "agent". Representative is a long word, rep-ri-ZEN-tuh-tiv, so if it trips you, say "agent". In a real test this kind of question checks vocabulary in context; in an interview, knowing the job titles (agent, team leader, quality analyst, trainer) also helps you sound like you understand the work.
Trait scored: Trait: listening and vocabulary. Usual loss: a long definition instead of the name, or a missing article.
S05: Conversation question: how is the man travelling?
Listen to the short conversation, then answer the question in a few words.
Man: "I'll take the earlier bus tomorrow."
Woman: "Good, then you'll be at the office by eight."
Question: "How is the man travelling?"
Timing: a few words or a short sentence (Pearson's 2024 guide, Part C).
What the scorer listens for: The correct detail from the conversation: by bus.
Strong response (TalkDrill worked example)
"By bus."
Also fine: "He's taking the bus."
Coaching note (TalkDrill): Conversation questions test whether you caught one detail. While you listen, note who, how, when and where in your head. The woman's line about eight o'clock is a distractor; the question asks how, not when. Answer the exact question asked. If the question had been "When will he arrive?", the answer would be "By eight." Two words are enough.
Trait scored: Trait: listening (Pearson lists Listening for Part C, answer a question about a conversation). Usual loss: answering a different detail from the one asked.
S06: A week or a fortnight
Answer with one word or a short phrase.
"Is a week longer or shorter than a fortnight?"
Timing: start within 6 seconds; up to 15 seconds to answer (Pearson's 2024 guide).
What the scorer listens for: The correct choice from the two options offered: shorter.
Strong response (TalkDrill worked example)
"Shorter."
Coaching note (TalkDrill): When a question offers two options ("longer or shorter"), the answer is one of them. Do not repeat the question. A fortnight is two weeks; the word is common in British, Indian and Australian English and less common in American English. If you meet a word you do not know, use the rest of the sentence: a question comparing a week with something suggests a longer period, which makes "shorter" the safe answer.
Trait scored: Trait: listening and vocabulary. Usual loss: repeating the whole question as a sentence and running out of time.
S07: Which is colder, ice or steam?
Answer with one word or a short phrase.
"Which is colder, ice or steam?"
Timing: start within 6 seconds; up to 15 seconds to answer (Pearson's 2024 guide).
What the scorer listens for: The correct option, ice, said clearly with the long i sound.
Strong response (TalkDrill worked example)
"Ice."
Coaching note (TalkDrill): General-knowledge comparisons are there to check comprehension, not knowledge; the answer is always simple. Ice is one syllable with a long vowel, EYES without the z. Avoid adding "the answer is"; it uses time and adds nothing. If you answer a short-answer item correctly in one or two words, your next job is to stay calm for the next one, because sections move quickly.
Trait scored: Trait: listening comprehension. Usual loss: misheard "colder" as "older" and a confused answer. Ask for nothing; answer what you heard.
S08: Passage question: how many people went to dinner?
Listen to the short story, then answer the question in a few words.
"Ana booked a table for four at seven o'clock. In the afternoon, two of her friends cancelled, so she called the restaurant and changed the booking to two people at eight."
Question: "How many people finally went to dinner?"
Timing: start within 8 seconds (Pearson's 2024 guide, Part D: answer questions about a passage).
What the scorer listens for: The final number after the change in the story: two.
Strong response (TalkDrill worked example)
"Two people."
Coaching note (TalkDrill): Passage questions love a change of plan: four became two, seven became eight. Listen for words that signal a change (but, so, changed, cancelled, instead) and keep the final version in mind. Pearson's guide says each passage in Part D carries three questions, so expect to be asked about the time and the reason too. Answer each one in a few words.
Trait scored: Trait: listening for the main idea and the detail that changed. Usual loss: answering with the first number heard (four).
Twelve more short-answer questions with keys (sa09 to sa20)
Timing: start within 6 seconds, 15 seconds to answer (Pearson's 2024 guide, Part A); for sa18 and sa20, start within 8 seconds (Parts C and D). Cover the key column, answer aloud, then check.
| Item | Question | Answer key |
|---|---|---|
| sa09 | What do you call the day after Friday? | Saturday. |
| sa10 | Where do people usually go to borrow books? | A library (or: to the library). |
| sa11 | How many minutes are there in half an hour? | Thirty. |
| sa12 | What do you wear on your feet? | Shoes (socks and sandals are also correct). |
| sa13 | A shirt costs 500 and you pay with 1,000. How much change do you get? | 500 (five hundred). |
| sa14 | What is the opposite of expensive? | Cheap (or inexpensive). |
| sa15 | Which month comes before June? | May. |
| sa16 | What do you call a doctor who looks after teeth? | A dentist. |
| sa17 | Is ice cream usually served hot or cold? | Cold. |
| sa18 | Woman: "Shall we meet at the café?" Man: "No, let's meet at the station; it's closer." Question: Where will they meet? | At the station. |
| sa19 | What do you call the room where food is cooked? | The kitchen. |
| sa20 | Story: "Mark wanted a blue phone case, but the shop only had black and red ones, so he bought the red one." Question: What colour did Mark buy? | Red. |
Sentence builds: 15 items
Sentence builds are a section of the Versant English Test, per the Pearson store page; they are not a listed part of the newer Speaking and Listening test. You hear three phrases out of order and say one correct sentence that uses all three. Find the subject and verb first, then attach the rest. Practice timing (ours): start within 5 seconds. These items train Sentence Mastery, the grammar sub-skill on the Versant score report.
B01: to the bank / she went / after lunch
Sentence build. You hear three short phrases in a mixed-up order. Put them together into one correct sentence and say it.
"to the bank" ... "she went" ... "after lunch"
Practice timing (ours): start within 5 seconds. The Pearson store lists Sentence Builds as a section of the Versant English Test but does not publish the timing.
What the scorer listens for: One grammatical sentence that uses all three phrases with no words added or changed, said smoothly.
Strong response (TalkDrill worked example)
"She went to the bank after lunch."
Also accepted: "After lunch, she went to the bank."
Coaching note (TalkDrill): Find the subject and verb first (she went), then ask where (to the bank) and when (after lunch). English usually puts place before time. Say the sentence in one breath; a pause between phrases makes it sound like three pieces again. If the order you choose is grammatical, it counts, so do not hesitate between two good options.
Trait scored: Trait: grammar in real time (the store lists Sentence Mastery as a score-report sub-skill). Usual loss: a long pause while choosing between two correct orders.
B02: since yesterday / my internet / has not been working
Sentence build. Put the three phrases into one correct sentence.
"since yesterday" ... "my internet" ... "has not been working"
Practice timing (ours): start within 5 seconds.
What the scorer listens for: The present perfect continuous kept as given, with the subject first and the time phrase at the end or the start.
Strong response (TalkDrill worked example)
"My internet has not been working since yesterday."
Also accepted: "Since yesterday, my internet has not been working."
Coaching note (TalkDrill): The phrase "has not been working" tells you the grammar: an action that started in the past and continues now, which is exactly why it goes with "since". Many learners say "is not working since yesterday" on calls; this item drills the correct form, and you will use it every day with customers. Say "hasn't been" if you hear the contraction.
Trait scored: Trait: grammar (tense with since). Usual loss: changing the given verb phrase to "is not working".
B03: for the delay / the customer / we apologised to
Sentence build. Put the three phrases into one correct sentence.
"for the delay" ... "the customer" ... "we apologised to"
Practice timing (ours): start within 5 seconds.
What the scorer listens for: The verb pattern "apologise to someone for something" in the right order, with no extra words.
Strong response (TalkDrill worked example)
"We apologised to the customer for the delay."
Coaching note (TalkDrill): Apologise takes "to" for the person and "for" for the reason, in that order. The phrase "we apologised to" ends in "to", so the next phrase must be a person. Using the end of one phrase to predict the next is the fastest way through sentence builds. Apologised ends in a d sound, uh-POL-uh-jized; American English spells it apologized, and both are fine in speech.
Trait scored: Trait: grammar (verb plus preposition patterns). Usual loss: "We apologised for the delay to the customer", which is understandable but awkward.
B04: the receipt / in the drawer / I left
Sentence build. Put the three phrases into one correct sentence.
"the receipt" ... "in the drawer" ... "I left"
Practice timing (ours): start within 5 seconds.
What the scorer listens for: Subject, verb, object, place: a natural English order with every phrase used once.
Strong response (TalkDrill worked example)
"I left the receipt in the drawer."
Coaching note (TalkDrill): The basic English order is subject, verb, object, then place: I / left / the receipt / in the drawer. When you are under time pressure, fall back on that pattern. Receipt is ri-SEET with a silent p. Drawer is one syllable in British English (DRAW) and two in American (DRAW-er); either is fine. Say the sentence with a falling tone so it sounds finished.
Trait scored: Trait: grammar (word order). Usual loss: "The receipt I left in the drawer", which is possible but sounds marked and slows you down.
B05: by post / your new card / will be sent
Sentence build. Put the three phrases into one correct sentence.
"by post" ... "your new card" ... "will be sent"
Practice timing (ours): start within 5 seconds.
What the scorer listens for: A correct passive sentence with the subject first and "by post" at the end.
Strong response (TalkDrill worked example)
"Your new card will be sent by post."
Coaching note (TalkDrill): "Will be sent" is passive, so the thing that is sent comes first: your new card. Agents use the passive all the time to sound polite and neutral ("your refund will be processed", "the technician will be assigned"). Learn the pattern here and it will also improve your open answers and mock calls. Say "post" with a long oh; in American English the same idea is "by mail".
Trait scored: Trait: grammar (passive voice). Usual loss: "By post will be sent your new card", built phrase by phrase without checking the grammar.
B06: we can fix it / if you call / before ten
Sentence build. Put the three phrases into one correct sentence.
"we can fix it" ... "if you call" ... "before ten"
Practice timing (ours): start within 5 seconds.
What the scorer listens for: A first conditional with both halves intact and "before ten" attached to "if you call".
Strong response (TalkDrill worked example)
"If you call before ten, we can fix it."
Also accepted: "We can fix it if you call before ten."
Coaching note (TalkDrill): "Before ten" belongs to the call, not to the fix, so keep it next to "if you call". When the if-clause comes first, pause briefly after it, where a comma would go. When it comes second, say the whole sentence in one breath. Both orders are correct, so choose the one that came to you first and say it with confidence.
Trait scored: Trait: grammar (conditional) and meaning. Usual loss: "We can fix it before ten if you call", which changes the meaning.
B07: he could not decide / to choose / which plan
Sentence build. Put the three phrases into one correct sentence.
"he could not decide" ... "to choose" ... "which plan"
Practice timing (ours): start within 5 seconds.
What the scorer listens for: The pattern "decide which X to choose" in the right order.
Strong response (TalkDrill worked example)
"He could not decide which plan to choose."
Coaching note (TalkDrill): After verbs like decide, know and explain, English uses question word plus noun plus to-infinitive: which plan to choose, what to say, how to pay. This is the hardest of the seven builds because the natural first guess, "he could not decide to choose which plan", is wrong. If you hear a question word (which, what, how), put it straight after the main verb.
Trait scored: Trait: grammar (question word plus infinitive). Usual loss: "to choose" placed before "which plan".
Eight more sentence builds with keys (sb08 to sb15)
Have a partner read the three phrases in the order shown. Other grammatical orders are also correct.
| Item | Phrases as heard | Key |
|---|---|---|
| sb08 | before the deadline / she finished / the report | She finished the report before the deadline. |
| sb09 | on public holidays / the office / is closed | The office is closed on public holidays. |
| sb10 | within an hour / I promise / to call you back | I promise to call you back within an hour. |
| sb11 | and processed / your payment / has been received | Your payment has been received and processed. |
| sb12 | or call back later / would you like / to hold | Would you like to hold or call back later? |
| sb13 | where to go / the driver / did not know | The driver did not know where to go. |
| sb14 | please / could you speak / more slowly | Could you speak more slowly, please? |
| sb15 | since 2024 / I have worked / here | I have worked here since 2024. |
Story retell: 7 stories
You hear a short story and retell it in your own words. Pearson's 2024 guide gives 30 seconds and says to remember names, places and what happened, to plan around who, what, when, where and the outcome, and not to repeat the story word for word. Our shortcut is a four-step skeleton: who, problem, action, outcome. Have a partner read each story aloud once. Do not read it yourself first.
T01: The birthday cake with the wrong message
Listen to the story, then retell it in your own words.
"Priya ordered a chocolate cake online for her father's sixtieth birthday. When the cake arrived that morning, the message on top said 'Happy Retirement' instead of 'Happy Birthday'. Priya called the bakery. The owner apologised, baked a new cake in two hours and delivered it himself, just before the guests arrived. Her father said it was the best cake he had ever had."
Timing: 30 seconds to retell (Pearson's 2024 guide, Part E).
What the scorer listens for: Who (Priya, her father), the problem (wrong message), the action (she called; the owner baked a new cake and delivered it), the outcome (in time; best cake), told in the past tense with your own linking words.
Strong response (TalkDrill worked example)
Model retell (TalkDrill, about 30 seconds):
"Priya ordered a cake online for her father's sixtieth birthday. But when it arrived, the message was wrong: it said 'Happy Retirement' instead of 'Happy Birthday'. So she called the bakery. The owner apologised, made a new cake in two hours and brought it himself, just before the guests arrived. In the end, her father said it was the best cake he had ever eaten."
Coaching note: Pearson's tips for this part are to remember names, places and what happened, and to use your own words. The skeleton is who, problem, action, outcome. Linking words (but, so, in the end) carry you from one to the next.
Trait scored: Trait: speaking, listening and Manner of Speaking (Pearson lists all three for Retell a Passage). Usual loss: present tense in a past story, and the outcome forgotten.
T02: The wallet left on the bus
Listen to the story, then retell it in your own words.
"Jun left his wallet on a bus on his way to a job interview. He only noticed when he tried to pay for a coffee. He was very worried because his ID was inside. That evening, a university student sent him a message on social media. She had found the wallet and used his ID to find his profile. She returned it the next day, and Jun bought her lunch to say thank you."
Timing: 30 seconds to retell (Pearson's 2024 guide).
What the scorer listens for: The sequence (lost, noticed, message, returned, thanked), the reason he was worried, how the student found him, and correct past forms: left, noticed, found, returned, bought.
Strong response (TalkDrill worked example)
Model retell (TalkDrill, about 30 seconds):
"Jun lost his wallet on a bus when he was going to a job interview, and he only realised when he tried to buy a coffee. He was worried because his ID was in it. Later that day, a student messaged him on social media. She had found the wallet and used his ID to find him online. She gave it back the next day, and Jun took her for lunch to thank her."
Coaching note: Irregular past forms are where retells lose grammar marks: left, found, bought, gave, took. Say them twice before you practise this story. Notice the model uses "realised" and "gave it back" instead of the original words; that is the "own words" Pearson asks for.
Trait scored: Trait: speaking and listening, with grammar under time pressure. Usual loss: "buyed", "finded", or present tense throughout.
T03: The new agent and the system crash
Listen to the story, then retell it in your own words.
"On her first day as a call centre agent, Aisha's computer system crashed just as a customer called about a missing payment. Instead of panicking, she apologised, took the customer's details on paper and promised to call back within the hour. When the system came back, she found the payment, called the customer and solved the problem. Her team leader shared her notes with the whole team as an example."
Timing: 30 seconds to retell (Pearson's 2024 guide).
What the scorer listens for: The setting (first day), the problem (system crash, missing payment), what she did (apologised, wrote details, promised a call-back), the outcome (found the payment, solved it, team leader shared her notes).
Strong response (TalkDrill worked example)
Model retell (TalkDrill, about 30 seconds):
"It was Aisha's first day as a call centre agent, and her computer crashed just when a customer called about a missing payment. She didn't panic. She said sorry, wrote the customer's details on paper and promised to call back within an hour. When the system was working again, she found the payment and called the customer back. Her team leader was so impressed that he showed her notes to the whole team."
Coaching note: The model adds a small judgement ("so impressed"), which is fine in a retell as long as the facts stay true. Aim for four or five sentences; that is about what 30 seconds holds at a calm pace.
Trait scored: Trait: speaking and listening. Usual loss: stopping after the problem because time ran out on the setting. Spend one sentence on the setting, not three.
T04: The beach trip that was rained off
Listen to the story, then retell it in your own words.
"Ravi and his friends planned a trip to the beach for months. On the morning they were supposed to leave, it started to rain heavily, and the trip was cancelled. Instead of going home, they stayed at Ravi's flat, cooked lunch together and played board games all afternoon. Years later, they still say it was their favourite holiday."
Timing: 30 seconds to retell (Pearson's 2024 guide).
What the scorer listens for: The plan, the problem, the change of plan, and the surprising outcome, linked with but, so and in the end.
Strong response (TalkDrill worked example)
Model retell (TalkDrill, about 30 seconds):
"Ravi and his friends had planned a beach trip for months, but on the day they were meant to leave, it rained heavily and they had to cancel. So instead of going home, they stayed at Ravi's flat. They cooked lunch together and played board games all afternoon. Funnily enough, years later they still say it was their best holiday ever."
Coaching note: The past perfect ("had planned") shows the plan came before the rain. You do not need it, but it shows grammar range. The ending is the point of this story; save enough time to say it clearly.
Trait scored: Trait: speaking range and coherence. Usual loss: the twist at the end left out, which is the part that shows you understood.
T05: The patient agent and the banking app
Listen to the story, then retell it in your own words.
"An elderly man called his bank because he could not log in to the new mobile app. The agent, Carlo, noticed that the man was nervous and was speaking very quickly. Carlo slowed down, explained one step at a time and waited while the man followed each instruction. After twenty minutes, the man logged in successfully. A week later, the bank received a letter from him praising Carlo's patience."
Timing: 30 seconds to retell (Pearson's 2024 guide).
What the scorer listens for: Who called and why, what Carlo noticed, what he did differently, the result, and the letter at the end.
Strong response (TalkDrill worked example)
Model retell (TalkDrill, about 30 seconds):
"An old man called his bank because he couldn't log in to the new app. The agent, Carlo, could hear that he was nervous, so he slowed down and explained everything one step at a time, waiting while the man followed each step. It took twenty minutes, but the man finally logged in. A week later, he wrote a letter to the bank to thank Carlo for being so patient."
Coaching note: Numbers and names are details the scorer can check, so keep them: Carlo, twenty minutes, a week later. If you forget a name, say "the agent" rather than stopping.
Trait scored: Trait: listening for detail and speaking clearly. Usual loss: the name or the time detail replaced by a long pause.
T06: The rider and the yellow church
Listen to the story, then retell it in your own words.
"A delivery rider could not find a customer's house because the address had no street number. Instead of returning the parcel, he called the customer, who explained that the house was opposite a yellow church. The rider found the church, delivered the parcel on time, and the customer gave him a five-star rating and a tip."
Timing: 30 seconds to retell (Pearson's 2024 guide).
What the scorer listens for: The problem (no street number), the solution (a call and a landmark), and the outcome (on time, rating and tip).
Strong response (TalkDrill worked example)
Model retell (TalkDrill, about 30 seconds):
"A delivery rider had a problem: the customer's address didn't have a street number, so he couldn't find the house. Instead of giving up and taking the parcel back, he called the customer, who told him the house was opposite a yellow church. He found the church and delivered on time, and the customer was so happy that she gave him five stars and a tip."
Coaching note: A short story leaves you spare seconds. Use them to connect ideas ("so", "instead of", "so happy that") rather than to add facts that were not in the story. Adding invented details can be marked as a misunderstanding.
Trait scored: Trait: speaking, with accurate content. Usual loss: invented details, or a retell that finishes in 15 seconds and leaves silence.
T07: The restaurant that ran out of rice
Listen to the story, then retell it in your own words.
"A restaurant ran out of rice during a busy Sunday lunch. The manager, Teresa, sent a waiter to the market, offered every table a free drink and explained the delay honestly. Most customers decided to stay. The next week, the restaurant received more online reviews than ever before, and many of them mentioned how well the staff had handled the problem."
Timing: 30 seconds to retell (Pearson's 2024 guide).
What the scorer listens for: The problem, Teresa's three actions (waiter to the market, free drinks, honest explanation), the customers' response, and the reviews afterwards.
Strong response (TalkDrill worked example)
Model retell (TalkDrill, about 30 seconds):
"During a busy Sunday lunch, a restaurant ran out of rice. The manager, Teresa, handled it well: she sent a waiter to buy more at the market, gave every table a free drink and told the customers honestly what had happened. Most of them stayed. The following week, the restaurant got more online reviews than ever, and a lot of them said how well the staff had dealt with the problem."
Coaching note: When a story lists three actions, use a colon or "first, then, and" to keep them in order. This story is also a small lesson for the call floor: honesty about a delay keeps customers. You can reuse that idea in open questions.
Trait scored: Trait: speaking and listening, with organisation. Usual loss: one of the three actions dropped, and the reviews forgotten.
Open questions: 10 prompts
Open questions ask for your opinion. Pearson's 2024 guide gives 40 seconds, and its tip is to decide your position and think of one or two arguments to support it. SVAR also asks candidates to respond in their own words. Speak in complete sentences, start with your answer, and finish with a short close. The model answers below are ours and run about 40 seconds at a calm pace; use your own true details.
O01: Night shift or day shift?
Answer the question with your opinion and reasons.
"Do you prefer working the night shift or the day shift? Why?"
Timing: 40 seconds (Pearson's 2024 guide, Part F: give your opinion).
What the scorer listens for: A clear position in the first sentence, one or two reasons (Pearson's tip is one to two arguments), a short example, and complete, grammatical sentences at a steady pace.
Strong response (TalkDrill worked example)
Model answer (TalkDrill, about 40 seconds):
"I'm comfortable with the night shift, and honestly I prefer it for this job. First, most of the customers on international accounts call during their daytime, which is our night, so that's when the real work happens. Second, my family is used to it: my brother works nights at a hospital. Of course, I know it needs discipline. I plan my sleep carefully and I don't skip meals. So for me, night shift is not a problem; it's part of the job."
Coaching note: Pearson's tip is to decide your position first, so open with it. Do not say "It depends" and stop.
Trait scored: Trait: speaking (Pearson lists Speaking and Manner of Speaking for Part F). Usual loss: a vague opening and a long pause before the first reason.
O02: Is the customer always right?
Answer the question with your opinion and reasons.
"Some people say the customer is always right. Do you agree?"
Timing: 40 seconds (Pearson's 2024 guide).
What the scorer listens for: A clear position (agree, disagree or partly), one or two reasons, an example from service work, and a closing line.
Strong response (TalkDrill worked example)
Model answer (TalkDrill, about 40 seconds):
"I partly agree. The customer is not always right about the facts. For example, a customer may think he was charged twice when one charge is only a pending authorisation. But the customer is always right about how they feel. If they are frustrated, that feeling is real, and my job is to respect it and then explain the facts calmly. So I would say the customer deserves respect every time, even when the information they have is wrong."
Coaching note: "Partly agree" is a strong position if you explain both halves. Use one concrete example; it is easier to speak about than an abstract idea.
Trait scored: Trait: speaking range and coherence. Usual loss: repeating "customer is always right" without adding a reason.
O03: The most useful skill for customer service
Answer the question with your opinion and reasons.
"What is the most useful skill for a customer service job?"
Timing: 40 seconds (Pearson's 2024 guide).
What the scorer listens for: One skill named in the first sentence, why it matters, an example of it in action, and a short close.
Strong response (TalkDrill worked example)
Model answer (TalkDrill, about 40 seconds):
"In my opinion, the most useful skill is listening. Many problems on a call happen because the agent starts solving before the customer has finished explaining. If you really listen, you understand the actual problem, and the customer feels respected. For example, a caller may say the internet is slow, but if you listen, you learn it's only slow on one device. That changes the whole solution. So I'd put listening first, even before product knowledge."
Coaching note: Choose one skill, not five. A list of skills ("communication, patience, teamwork...") sounds memorised and leaves no time for a reason.
Trait scored: Trait: speaking, with a developed idea. Usual loss: a memorised list of qualities with no example.
O04: Work from home or in an office?
Answer the question with your opinion and reasons.
"Would you rather work from home or in an office? Explain your answer."
Timing: 40 seconds (Pearson's 2024 guide).
What the scorer listens for: A clear preference, two reasons, and the conditional "I would rather" used correctly.
Strong response (TalkDrill worked example)
Model answer (TalkDrill, about 40 seconds):
"I'd rather work in an office, at least at the start of my career. The main reason is learning. When you're new, you can ask a team leader or a colleague a quick question, and you pick up a lot just by listening to experienced agents. The second reason is focus. At home there are more distractions, and the internet connection isn't always reliable. Maybe after a year or two, a hybrid arrangement would suit me, but for now, the office."
Coaching note: "I'd rather" is followed by the base verb: I'd rather work, not I'd rather working.
Trait scored: Trait: speaking and grammar. Usual loss: "I would rather to work" or "I prefer work".
O05: A time you helped someone solve a problem
Answer the question with a short example.
"Describe a time you helped someone solve a problem."
Timing: 40 seconds (Pearson's 2024 guide).
What the scorer listens for: A short past-tense story: the situation, what you did, and the result, told in order with time words.
Strong response (TalkDrill worked example)
Model answer (TalkDrill, about 40 seconds; use your own true example):
"Last year, my neighbour's son was stuck on his online college application because the portal kept rejecting his photo. I sat with him and read the instructions carefully. The problem was the file size, so I showed him how to compress the image on his phone. Then we checked the other documents in the same way. He submitted it that evening, an hour before the deadline. It taught me that most problems get easier when you read slowly and test one thing at a time."
Coaching note: Use a real event from your life. A simple true story is easier to tell fluently than an impressive invented one.
Trait scored: Trait: speaking (narrative in the past). Usual loss: present tense for past events, and no result at the end.
O06: Should children have mobile phones?
Answer the question with your opinion and reasons.
"Should children have their own mobile phones? Why or why not?"
Timing: 40 seconds (Pearson's 2024 guide).
What the scorer listens for: A clear position, a reason on each side if you choose a balanced view, and a conclusion that commits.
Strong response (TalkDrill worked example)
Model answer (TalkDrill, about 40 seconds):
"I think children shouldn't have their own smartphone until they are around thirteen or fourteen. Younger children can easily spend hours on games and social media, and that affects their sleep and their studies. On the other hand, parents need to contact them, so a basic phone that only calls and texts is a good middle way. So my answer is yes to a simple phone for safety, but no to a smartphone too early."
Coaching note: A balanced answer still needs a final position. "On the other hand" and "so my answer is" give the shape.
Trait scored: Trait: speaking (argument and organisation). Usual loss: a balanced answer that never says what you think.
O07: What makes a good team leader?
Answer the question with your opinion and reasons.
"What makes a good team leader?"
Timing: 40 seconds (Pearson's 2024 guide).
What the scorer listens for: Two qualities at most, each with a reason or a short example, and varied vocabulary.
Strong response (TalkDrill worked example)
Model answer (TalkDrill, about 40 seconds):
"For me, a good team leader does two things well. First, they give clear feedback. If an agent's call handling time is too long, a good leader shows them exactly which part of the call to shorten, instead of just saying 'be faster'. Second, they protect the team. When the floor is busy, a good leader takes a difficult escalation themselves, so the newer agents don't get overwhelmed. Clear feedback and support: that's what makes people want to stay."
Coaching note: Words like feedback, escalation and handling time show you understand the work. Use them only if you can say them naturally.
Trait scored: Trait: speaking range (vocabulary). Usual loss: "a good leader is good" circular answers, and filler such as "basically" and "actually".
O08: Save money or spend it on experiences?
Answer the question with your opinion and reasons.
"Is it better to save money or to spend it on experiences?"
Timing: 40 seconds (Pearson's 2024 guide).
What the scorer listens for: A position, reasons, and comparison language (better than, more important than, both, but).
Strong response (TalkDrill worked example)
Model answer (TalkDrill, about 40 seconds):
"I believe saving comes first, but experiences matter too. If you save regularly, you can handle emergencies without stress, and in my family that has been really important. At the same time, experiences such as a short trip with friends create memories that last longer than most things you buy. So my approach is simple: I save a fixed part of every salary first, and then I spend some of what is left on experiences, not on gadgets."
Coaching note: Comparison language is a quick way to show grammar range in 40 seconds.
Trait scored: Trait: speaking and grammar range. Usual loss: one-word reasons ("because saving is good") repeated.
O09: How technology changed shopping
Answer the question with your opinion and examples.
"How has technology changed the way people shop?"
Timing: 40 seconds (Pearson's 2024 guide).
What the scorer listens for: The present perfect used correctly ("has changed"), two concrete changes, and one effect on customer service.
Strong response (TalkDrill worked example)
Model answer (TalkDrill, about 40 seconds):
"Technology has changed shopping in two big ways. First, people can now compare prices on their phones in seconds, so shops have to be more competitive. Second, delivery has become so fast that many people order groceries online instead of going to the market. This has also changed customer service: more people contact a company by chat or phone when a delivery is late, which is one reason contact centres keep hiring."
Coaching note: "Has changed", "have to be" and "has become" are the tenses this question invites. Use them.
Trait scored: Trait: speaking and grammar (present perfect). Usual loss: past simple used throughout ("technology changed").
O10: Why do you want to work in a contact centre?
Answer the question honestly and with reasons.
"Why do you want to work in a contact centre?"
Timing: 40 seconds (Pearson's 2024 guide). You may hear the same question in the interview round.
What the scorer listens for: A direct, honest reason, a skill you bring, and what you hope to learn, without memorised phrases.
Strong response (TalkDrill worked example)
Model answer (TalkDrill, about 40 seconds; replace the details with your own):
"I want to work in a contact centre because I enjoy solving problems for people, and I like talking to people from different countries. In college I helped run our department's help desk during admissions, and I found I stay calm when someone is upset. I also want to keep improving my English and learn how a large customer service operation works. In a few years, I'd like to grow into a quality or training role."
Coaching note: Avoid "I want to work in a reputed company to enhance my skills". It sounds memorised to a recruiter and gives the scorer little to judge.
Trait scored: Trait: speaking, plus content that an interviewer will also judge. Usual loss: a memorised template answer.
You may hear open question o10 again in the interview round. For the interview itself, practise with the AI mock interview for customer support roles and read our BPO interview questions guide.
Customer calls: 8 mock calls
A machine-scored test is usually one step of several; the hiring process may also include a recruiter call, a mock call or a phone assessment. Berlitz Philippines says its testing runs online or over the phone and that its Speaking Skills test can be customised to the skills an employer needs, so rehearsing real call shapes is sensible preparation. Each call below has a caller brief, so a partner or the TalkDrill AI can play the customer in a role-play. Practice timing (ours): 3 to 5 minutes. The mock call guide has hold, empathy and closing phrases.
C01: Charged twice for one order
Mock call. You are the agent. A partner or the TalkDrill AI plays the caller. Handle the call in 3 to 5 minutes.
Scenario: A customer sees two charges for one online order.
Caller opens: "Hi, I've been charged twice for the same order and I want my money back now."
Caller brief (for whoever plays the customer): You are annoyed but polite. One charge is a pending authorisation that will disappear in a few days. Accept the explanation only if the agent explains it simply and gives a date.
Practice timing (ours): 3 to 5 minutes.
What the scorer listens for: A greeting with your name, empathy before explanation, account verification, a plain-English explanation of the pending charge, a clear date, a check that the customer understood, and a proper close.
Strong response (TalkDrill worked example)
Model call (TalkDrill):
Opening: "Thank you for calling, my name is Joy. I'm sorry to hear about the double charge; I understand that's worrying. Let me check it for you. May I have your order number, please?"
Hardest moment: "I can see two entries. One is the actual payment. The second one is a temporary hold, called a pending authorisation, that your bank places while it checks the payment. It isn't a second payment, and it should disappear from your statement within a few working days. If it's still there after Friday, please call us and quote this reference, and I'll raise it with our billing team."
Close: "Is there anything else I can help you with today? Thank you for your patience."
Trait scored: Trait: interaction and clarity on a call. Berlitz Philippines says its Speaking Skills test can be customised to the skills an employer needs, so a call scenario like this is a fair rehearsal. Usual loss: explaining before showing empathy, and jargon left unexplained.
C02: Angry caller: internet down for three days
Mock call. You are the agent.
Scenario: A home internet customer has had no service for three days.
Caller opens: "This is the third time I'm calling. My internet has been down since Monday and nobody has done anything!"
Caller brief: You work from home and have lost income. Interrupt the agent once. Calm down only if the agent acknowledges the repeat calls and gives a specific next step.
Practice timing (ours): 3 to 5 minutes.
What the scorer listens for: Letting the caller finish, acknowledging the repeat calls specifically, an apology that names the problem, ownership language ("I will"), a specific next step with a time, and no blame on the customer or colleagues.
Strong response (TalkDrill worked example)
Model call (TalkDrill):
Opening: "I'm really sorry. Three calls and three days without internet is not acceptable, especially if you work from home. I'm going to look at everything that's been done so far, so you don't have to explain it again."
Hardest moment (after the interruption): "You're right, and I won't ask you to restart the router again. I can see the line test failed yesterday. I'm booking a technician visit now. The earliest slot is tomorrow between nine and twelve. I'll also add a note so the credit for these days is applied to your next bill."
Close: "I'll send the visit details by text in the next five minutes. Is this the best number to reach you?"
Trait scored: Trait: listening under pressure and controlled tone. Usual loss: a scripted apology repeated three times, and talking over the caller.
C03: Cancellation request
Mock call. You are the agent.
Scenario: A subscriber wants to cancel a streaming plan.
Caller opens: "I'd like to cancel my subscription, please. It's too expensive."
Caller brief: You are calm and decided. You will consider a cheaper plan only if it is offered once, clearly, without pressure. If the agent pushes twice, insist on cancelling.
Practice timing (ours): 3 minutes.
What the scorer listens for: Respect for the request, one clear question to understand the reason, one offer made once, and a clean cancellation if the caller declines, with what happens next.
Strong response (TalkDrill worked example)
Model call (TalkDrill):
Opening: "Of course, I can help with that. Before I do, may I ask whether it's the price in general, or that you're not using it as much?"
Hardest moment: "Thank you for telling me. There is a basic plan at a lower monthly price with the same shows, but with adverts. Would that be useful, or would you prefer to cancel today?" (Caller declines.) "No problem at all. I've cancelled the subscription. You'll keep access until the end of this billing month, and you won't be charged again."
Close: "You'll receive a confirmation email shortly. Thank you for being with us."
Trait scored: Trait: interaction and polite persuasion. Usual loss: pushing an offer twice, which a scorer and a real customer both hear as not listening.
C04: Order not delivered
Mock call. You are the agent.
Scenario: A parcel shows as delivered, but the customer has not received it.
Caller opens: "The app says my parcel was delivered yesterday, but I never got it."
Caller brief: You checked with neighbours and the building guard. You want a refund or a replacement and you want to know which, today.
Practice timing (ours): 3 to 5 minutes.
What the scorer listens for: Questions asked one at a time, a summary of what the caller has already done, a clear choice offered, and a time frame.
Strong response (TalkDrill worked example)
Model call (TalkDrill):
Opening: "I'm sorry, that's frustrating, especially when the app says it's arrived. Let me check the delivery details. Can you confirm the order number for me?"
Hardest moment: "Thank you. So you've already checked with your neighbours and the guard, and it isn't there. I've opened an investigation with the courier, and because the parcel can't be found, I can offer you either a full refund or a replacement sent today. Which would you prefer?"
Close: "Done. The replacement will be sent today, and you'll get a tracking link by email. If the first parcel turns up, you don't need to do anything. Is there anything else I can help with?"
Trait scored: Trait: structured interaction (questioning and summarising). Usual loss: asking three questions at once, and offering a choice without a time frame.
C05: Locked account and verification
Mock call. You are the agent.
Scenario: A customer is locked out of an online account after too many wrong passwords.
Caller opens: "I can't get into my account. It says it's locked."
Caller brief: You are in a hurry and do not see why you need to answer security questions. Cooperate if the agent explains why briefly.
Practice timing (ours): 3 minutes.
What the scorer listens for: Verification done politely and firmly, a one-sentence reason for it, step-by-step instructions with checks, and a confirmation that it worked.
Strong response (TalkDrill worked example)
Model call (TalkDrill):
Opening: "I can help you with that. First, I need to confirm a few details; this protects your account from anyone else trying to get in. Could you confirm your full name and your registered email address?"
Hardest moment (caller objects): "I understand you're in a hurry, and this will only take a moment. Thank you. I have cleared the lock on the account and sent a password reset link to your email. Could you open it now while I'm on the line? Let me know when you see it."
Close: "Great, you're back in. For security, I'd suggest a new password you haven't used before. Thank you for your patience."
Trait scored: Trait: clarity of instructions and polite firmness. Usual loss: skipping verification because the caller pushes, or giving all the steps in one breath.
C06: A noisy line and a caller you cannot understand
Mock call. You are the agent.
Scenario: The line is noisy and the caller speaks quickly with a strong regional accent.
Caller opens: (fast, unclear) "Yeah hi, the thing I ordered, the colour is wrong, I need to swap it, the order's under my wife's name."
Caller brief: Speak quickly. Repeat yourself only when asked politely. Give the order name and the colour only when the agent asks for them one at a time.
Practice timing (ours): 3 minutes.
What the scorer listens for: Polite requests to repeat that never blame the caller, checking back with a summary, one question at a time, and spelling back names and numbers.
Strong response (TalkDrill worked example)
Model call (TalkDrill):
Opening: "I'm sorry, the line is a little unclear on my side. Could you say that once more, a bit more slowly?"
Hardest moment: "Thank you. So you received an item in the wrong colour, and you'd like to exchange it. The order is under your wife's name; may I have her full name, please? Could you spell the last name for me? So that's S, A, N, T, O, S. Thank you. And which colour would you like instead?"
Close: "I've arranged the exchange. A courier will collect the item and bring the new colour together. You'll receive the details by text."
Trait scored: Trait: comprehension and interaction. Usual loss: pretending to understand, or saying "What?" instead of a polite request to repeat.
C07: The caller who demands a manager
Mock call. You are the agent.
Scenario: A refund was promised two weeks ago and has not arrived.
Caller opens: "I've waited two weeks for this refund. Put me through to your manager. I'm not talking to you."
Caller brief: You are angry but reasonable. Stay on the line if the agent shows they can solve it now; otherwise insist on a supervisor.
Practice timing (ours): 3 to 5 minutes.
What the scorer listens for: No defensiveness, an honest answer about escalation, a real attempt to solve it first, a clear time frame, and a smooth transfer if still needed.
Strong response (TalkDrill worked example)
Model call (TalkDrill):
Opening: "I understand, and I'm sorry you've had to wait two weeks; that's longer than it should be. I can transfer you to my supervisor if you'd like. Could I take one minute first to check where the refund is? If I can't sort it, I'll transfer you straight away."
Hardest moment: "Thank you. I can see the refund was approved but not released. I've released it now; it should reach your card within three to five working days. Here is your reference number."
Close: "Would you still like to speak to my supervisor? I'm happy to transfer you." (If yes:) "Of course. I'll explain everything to them so you don't need to repeat it."
Trait scored: Trait: interaction and ownership under pressure. Usual loss: refusing the escalation, or transferring without trying.
C08: Hold and transfer to technical support
Mock call. You are the agent.
Scenario: A customer's issue needs the technical team; you must place them on hold and transfer.
Caller opens: "My new phone won't connect to the network. I've restarted it five times."
Caller brief: You hate being put on hold. You accept it if the agent asks permission, says how long, and checks back.
Practice timing (ours): 3 minutes.
What the scorer listens for: Asking permission before a hold, saying how long, thanking the caller on return, and a warm transfer that explains the issue so the caller does not repeat it.
Strong response (TalkDrill worked example)
Model call (TalkDrill):
Opening: "I'm sorry your new phone isn't connecting; that's frustrating when it's brand new. Thank you for already restarting it."
Hardest moment: "This needs our technical team, who can check the network settings on your line. May I put you on hold for about two minutes while I connect you?" (Caller agrees. Return.) "Thank you for holding. I have a technician on the line now, and I've explained that the phone is new and you've restarted it five times, so you won't need to repeat that."
Close: "I'll hand you over now. Thank you for your patience, and have a good day."
Trait scored: Trait: interaction and call control. Usual loss: a hold without permission or a time, and a cold transfer.
Three timed mocks built from this bank
Each mock below is our build, not an official form. The item counts are chosen to fill the published time; where Pearson publishes a part's item count, we match it.
Mock A: Versant Speaking and Listening shape, about 17 minutes
| Part (Pearson 2024 guide) | Official item count and timing | Use these items |
|---|---|---|
| A: short answer | 8 items; start within 6 seconds; 15 seconds each | s01, s02, s03, s04, s06, s07, sa09, sa10 |
| B: repeat the sentence | 16 items; start within 6 seconds; 15 seconds each | p01 to p10, rp11 to rp16 |
| C: question about a conversation | 6 items | s05, sa18, then write four of your own in the same shape |
| D: questions about a passage | 6 items; start within 8 seconds; 3 questions per story | s08, sa20, and two more questions on each |
| E: retell a passage | 2 items; 30 seconds each | t01, t03 |
| F: give your opinion | 2 items; 40 seconds each | o01, o03 |
Mock B: Versant English Test sections, about 17 minutes
The store page lists the sections in this order: Reading, Repeat, Short Answer Questions, Sentence Builds, Story Retelling, Open Questions. Pearson's store page gives 63 questions in total but no count per section, so ours is a shorter, practical spread: Reading r02 and ra11 to ra16; Repeat rp11 to rp20; Short answer sa11 to sa17 and sa19; Sentence builds b01 to b07; Story retell t02 and t05; Open questions o02 and o04.
Mock C: Harver three-section shape, about 5 minutes
Harver's three sections, in order: single words (r01, r05, r08), listen and repeat (p05 to p10), then a paragraph read aloud (r03, then r09). Harver does not publish timings; ours is about five minutes in total. Record the whole mock in one take and run the self-check on rate, pauses, cadence and pitch.
A practice route for 1, 3 or 7 days
| Time before the test | What to do (ours) |
|---|---|
| 1 day | One item from each task type to learn the shapes (r02, p05, s01, b01, t01, o01). Then the mock for your test. Then twenty minutes on the worst task. Early night. |
| 3 days | Day 1: all read-aloud and repeat items, recorded. Day 2: short answers, sentence builds and retells. Day 3: one full mock in the morning, open questions and two calls in the evening. |
| 7 days | Follow the 7-day BPO English test plan, which rotates these items day by day with a full mock on day 6. |
Two habits matter more than extra hours. First, record and listen back every day; the self-check only works on evidence. Second, fix the habits your first language brings. Filipino and Indian speakers lose marks in different places, and our mistakes by first language page lists them with drills. If filler words creep in when you think ("basically", "actually", "like"), the filler words guide helps.
Your TalkDrill route
1. Record the read-aloud items in Read Aloud for a word-by-word score. 2. Ask the AI to read the repeat and short-answer items to you and answer without looking. 3. Play each customer call as a role-play. 4. Do one timed mock, then read what your score means. Pearson's own free materials, including the official guides and a demo, are on its test-taker preparation page; use them alongside this bank. For a longer read on Versant itself, see our Versant English Test guide.