{
  "assessmentTests": {
    "english_proficiency": {
      "name": "Engelsk prøve",
      "desc": "Finn ut hvor ditt skrevne engelsk ligger på CEFR-skalaen, fra A1 til C2 — grammatikk, vokabular, lesing og daglig språkbruk på jobben, på 40 spørsmål.",
      "recommendation": "Ditt nivå i skrevet engelsk",
      "scope": {
        "title": "Hva denne testen måler — og hva den ikke gjør",
        "measures": "Skrevet engelsk: grammatikk, vokabular, leseforståelse og det praktiske språket i daglig arbeid — å spørre, å nekte, å unnskylde, å forklare.",
        "excludes": "Lytting og tale blir ikke målt. To av de fire CEFR-ferdighetene dekkes ikke i testen, så resultatet er et bånd for skrevet engelsk, ikke et fullt CEFR-nivå.",
        "standing": "Dette er et screeningverktøy kartlagt mot de publiserte CEFR-deskriptorer. Det er ikke en akkreditert sertifisering og det er ikke likeverdig med Cambridge, IELTS eller TOEFL — de er overvåket, dekker alle fire ferdigheter og utsteder sertifikater. Bruk dette til å bestemme hvem du skal snakke med, ikke til å sertifisere noen."
      },
      "questions": [
        {
          "question": "The new schedule ____ ready on Monday.",
          "options": [
            {
              "icon": "🧩",
              "label": "is"
            },
            {
              "icon": "🧩",
              "label": "are"
            },
            {
              "icon": "🧩",
              "label": "am"
            },
            {
              "icon": "🧩",
              "label": "be"
            }
          ]
        },
        {
          "question": "Priya looks at the ____ to find out what time she starts work today.",
          "options": [
            {
              "icon": "🔤",
              "label": "grocery list"
            },
            {
              "icon": "🔤",
              "label": "shift schedule"
            },
            {
              "icon": "🔤",
              "label": "weather forecast"
            },
            {
              "icon": "🔤",
              "label": "phone book"
            }
          ]
        },
        {
          "question": "Read this notice: \"The office is closed on Saturday and Sunday.\" - Which days is the office closed?",
          "options": [
            {
              "icon": "📄",
              "label": "Saturday and Sunday"
            },
            {
              "icon": "📄",
              "label": "Monday and Tuesday"
            },
            {
              "icon": "📄",
              "label": "Every day"
            },
            {
              "icon": "📄",
              "label": "Only Saturday"
            }
          ]
        },
        {
          "question": "Lena has two ____ this week.",
          "options": [
            {
              "icon": "🧩",
              "label": "shifts"
            },
            {
              "icon": "🧩",
              "label": "shift"
            },
            {
              "icon": "🧩",
              "label": "shifts's"
            },
            {
              "icon": "🧩",
              "label": "a shifts"
            }
          ]
        },
        {
          "question": "Tomas calls the scheduling office. What should he say first?",
          "options": [
            {
              "icon": "💬",
              "label": "Give me my shift now."
            },
            {
              "icon": "💬",
              "label": "Shift. Now. Tomas."
            },
            {
              "icon": "💬",
              "label": "Hello, this is Tomas. Can I ask about my shift?"
            },
            {
              "icon": "💬",
              "label": "I am angry about my shift."
            }
          ]
        },
        {
          "question": "Chen's shift starts at ____ in the morning.",
          "options": [
            {
              "icon": "🔤",
              "label": "Tuesday"
            },
            {
              "icon": "🔤",
              "label": "red"
            },
            {
              "icon": "🔤",
              "label": "tall"
            },
            {
              "icon": "🔤",
              "label": "nine o'clock"
            }
          ]
        },
        {
          "question": "Nadia ____ her shift early yesterday because she felt sick.",
          "options": [
            {
              "icon": "🧩",
              "label": "leaves"
            },
            {
              "icon": "🧩",
              "label": "leaving"
            },
            {
              "icon": "🧩",
              "label": "leave"
            },
            {
              "icon": "🧩",
              "label": "left"
            }
          ]
        },
        {
          "question": "Samuel couldn't come to work, so Aisha agreed to ____ him for the day.",
          "options": [
            {
              "icon": "🔤",
              "label": "fill up"
            },
            {
              "icon": "🔤",
              "label": "fill out"
            },
            {
              "icon": "🔤",
              "label": "fill in for"
            },
            {
              "icon": "🔤",
              "label": "fill down"
            }
          ]
        },
        {
          "question": "Read this message: \"Hi Diego, your shift on Friday has changed. You now start at 2pm instead of 9am. Please confirm you received this message.\" - What time does Diego start work on Friday now?",
          "options": [
            {
              "icon": "📄",
              "label": "9am"
            },
            {
              "icon": "📄",
              "label": "9pm"
            },
            {
              "icon": "📄",
              "label": "2pm"
            },
            {
              "icon": "📄",
              "label": "12pm"
            }
          ]
        },
        {
          "question": "This week Marco has ____ shifts than last week.",
          "options": [
            {
              "icon": "🧩",
              "label": "few"
            },
            {
              "icon": "🧩",
              "label": "less"
            },
            {
              "icon": "🧩",
              "label": "fewer"
            },
            {
              "icon": "🧩",
              "label": "least"
            }
          ]
        },
        {
          "question": "Priya doesn't understand the new rota. What should she say to her supervisor?",
          "options": [
            {
              "icon": "💬",
              "label": "Sorry, could you explain the new rota again?"
            },
            {
              "icon": "💬",
              "label": "Your rota is stupid."
            },
            {
              "icon": "💬",
              "label": "I refuse the rota."
            },
            {
              "icon": "💬",
              "label": "Rota, explain, now."
            }
          ]
        },
        {
          "question": "Lena must ask her ____ before she can change her shift.",
          "options": [
            {
              "icon": "🔤",
              "label": "customer"
            },
            {
              "icon": "🔤",
              "label": "supervisor"
            },
            {
              "icon": "🔤",
              "label": "invoice"
            },
            {
              "icon": "🔤",
              "label": "deadline"
            }
          ]
        },
        {
          "question": "Read these instructions: \"To request time off: first, open the app. Second, choose your dates. Third, send the request to your supervisor for approval.\" - What should you do right after choosing your dates?",
          "options": [
            {
              "icon": "📄",
              "label": "Open the app"
            },
            {
              "icon": "📄",
              "label": "Wait one week"
            },
            {
              "icon": "📄",
              "label": "Send the request to your supervisor"
            },
            {
              "icon": "📄",
              "label": "Call the supervisor"
            }
          ]
        },
        {
          "question": "Tomas ____ three night shifts so far this month.",
          "options": [
            {
              "icon": "🧩",
              "label": "worked"
            },
            {
              "icon": "🧩",
              "label": "has worked"
            },
            {
              "icon": "🧩",
              "label": "was working"
            },
            {
              "icon": "🧩",
              "label": "works"
            }
          ]
        },
        {
          "question": "Chen needs to ____ a request for annual leave before Friday.",
          "options": [
            {
              "icon": "🔤",
              "label": "do"
            },
            {
              "icon": "🔤",
              "label": "take"
            },
            {
              "icon": "🔤",
              "label": "make"
            },
            {
              "icon": "🔤",
              "label": "have"
            }
          ]
        },
        {
          "question": "Read this paragraph: \"Every Friday, the team leader posts next week's rota on the noticeboard. Staff should check it carefully, because shifts sometimes change at short notice. If someone finds a mistake, they must report it immediately, since the rota cannot be changed again after Monday morning.\" - What is the main idea of this paragraph?",
          "options": [
            {
              "icon": "📄",
              "label": "The team leader works every Friday"
            },
            {
              "icon": "📄",
              "label": "Staff must check the weekly rota carefully and report mistakes quickly"
            },
            {
              "icon": "📄",
              "label": "Shifts never change once posted"
            },
            {
              "icon": "📄",
              "label": "Staff can change the rota until Monday evening"
            }
          ]
        },
        {
          "question": "If Diego ____ his shift, he must call his supervisor first.",
          "options": [
            {
              "icon": "🧩",
              "label": "wants to swap"
            },
            {
              "icon": "🧩",
              "label": "will want to swap"
            },
            {
              "icon": "🧩",
              "label": "wanted to swap"
            },
            {
              "icon": "🧩",
              "label": "would want to swap"
            }
          ]
        },
        {
          "question": "A customer asks Nadia for a refund, but company policy doesn't allow it. What should she say?",
          "options": [
            {
              "icon": "💬",
              "label": "No refunds, ever."
            },
            {
              "icon": "💬",
              "label": "I understand your concern, but I'm unable to offer a refund in this case."
            },
            {
              "icon": "💬",
              "label": "That's not my problem."
            },
            {
              "icon": "💬",
              "label": "I don't know, ask someone else."
            }
          ]
        },
        {
          "question": "Samuel finished his report on time; ____, he still has to check it for errors.",
          "options": [
            {
              "icon": "🔤",
              "label": "because"
            },
            {
              "icon": "🔤",
              "label": "so that"
            },
            {
              "icon": "🔤",
              "label": "although"
            },
            {
              "icon": "🔤",
              "label": "however"
            }
          ]
        },
        {
          "question": "Read this paragraph: \"Aisha's shift begins at 8am every weekday. This morning she arrived at the office at 8:20am, twenty minutes late, and found her supervisor waiting at her desk with the attendance sheet already open, ready to record the time she arrived.\" - What can you conclude from this paragraph?",
          "options": [
            {
              "icon": "📄",
              "label": "Aisha arrived at work later than her scheduled start time"
            },
            {
              "icon": "📄",
              "label": "Aisha's supervisor was also late"
            },
            {
              "icon": "📄",
              "label": "Aisha never arrives late"
            },
            {
              "icon": "📄",
              "label": "The attendance sheet was lost"
            }
          ]
        },
        {
          "question": "The supervisor said that the new rota ____ the following Monday.",
          "options": [
            {
              "icon": "🧩",
              "label": "will be published"
            },
            {
              "icon": "🧩",
              "label": "is published"
            },
            {
              "icon": "🧩",
              "label": "would be published"
            },
            {
              "icon": "🧩",
              "label": "has been published"
            }
          ]
        },
        {
          "question": "Read this paragraph: \"Management insists the new shift-swap system is 'more flexible.' In practice, staff must submit requests five days in advance and get approval from two managers, whereas the old system needed only one signature. Several employees have already commented that the process now takes longer than before, though nobody has raised a formal complaint yet, since most people simply avoid using the system unless it is absolutely necessary.\" - What does the writer imply about the new system?",
          "options": [
            {
              "icon": "📄",
              "label": "It is faster than the old system"
            },
            {
              "icon": "📄",
              "label": "It is not really more flexible than the old one, despite what management claims"
            },
            {
              "icon": "📄",
              "label": "Employees have formally complained about it"
            },
            {
              "icon": "📄",
              "label": "Two managers now share one job"
            }
          ]
        },
        {
          "question": "Which sentence uses the most diplomatic hedging when telling a customer their request was declined?",
          "options": [
            {
              "icon": "💬",
              "label": "We refuse your request."
            },
            {
              "icon": "💬",
              "label": "Unfortunately, we're not able to approve this request at the moment, but we'd be happy to review it again next month."
            },
            {
              "icon": "💬",
              "label": "This is impossible, so stop asking."
            },
            {
              "icon": "💬",
              "label": "Your request is wrong."
            }
          ]
        },
        {
          "question": "Marco avoids ____ night shifts whenever possible.",
          "options": [
            {
              "icon": "🧩",
              "label": "to work"
            },
            {
              "icon": "🧩",
              "label": "work"
            },
            {
              "icon": "🧩",
              "label": "worked"
            },
            {
              "icon": "🧩",
              "label": "working"
            }
          ]
        },
        {
          "question": "Please ____ the scheduling team if you cannot attend your shift.",
          "options": [
            {
              "icon": "🔤",
              "label": "notice"
            },
            {
              "icon": "🔤",
              "label": "notify"
            },
            {
              "icon": "🔤",
              "label": "note"
            },
            {
              "icon": "🔤",
              "label": "raise"
            }
          ]
        },
        {
          "question": "Read this paragraph: \"Ana submitted her shift-change request on Monday. Her supervisor reviewed it on Tuesday and approved it the same afternoon, though he noted that future requests should be sent at least three days before the shift in question. Ana thanked him and said she would follow the new guideline going forward, since she understood why it mattered for planning purposes, especially now that the team was growing quickly.\" - In the sentence \"she understood why it mattered for planning purposes,\" what does \"it\" refer to?",
          "options": [
            {
              "icon": "📄",
              "label": "Sending requests at least three days in advance"
            },
            {
              "icon": "📄",
              "label": "Ana's shift-change request"
            },
            {
              "icon": "📄",
              "label": "The supervisor's approval"
            },
            {
              "icon": "📄",
              "label": "The growing team"
            }
          ]
        },
        {
          "question": "Which sentence is appropriate for a formal email to a client, rather than a quick chat message to a colleague?",
          "options": [
            {
              "icon": "💬",
              "label": "hey ur shift moved to 3, k?"
            },
            {
              "icon": "💬",
              "label": "shift = 3pm now lol"
            },
            {
              "icon": "💬",
              "label": "I am writing to confirm that your shift has been rescheduled to 3pm."
            },
            {
              "icon": "💬",
              "label": "yo shift's at 3 now"
            }
          ]
        },
        {
          "question": "____ did Farah realise the rota had changed.",
          "options": [
            {
              "icon": "🧩",
              "label": "She not until checked her phone"
            },
            {
              "icon": "🧩",
              "label": "Not until she checked her phone"
            },
            {
              "icon": "🧩",
              "label": "Not until she did check her phone"
            },
            {
              "icon": "🧩",
              "label": "Until not she checked her phone"
            }
          ]
        },
        {
          "question": "Read this paragraph: \"The operations director claims that the new rota system has 'significantly improved staff satisfaction.' The only evidence offered, however, is a single comment from one team leader, made in passing during a meeting, stating that 'a few people seem happier.' No survey has been conducted, no attendance figures have been compared, and no formal feedback process has been introduced since the system launched three months ago, despite repeated requests from staff representatives for exactly this kind of data.\" - What does the paragraph suggest about the director's claim?",
          "options": [
            {
              "icon": "📄",
              "label": "The claim is confirmed by a formal survey"
            },
            {
              "icon": "📄",
              "label": "Staff representatives agree the rota has improved satisfaction"
            },
            {
              "icon": "📄",
              "label": "Attendance figures prove satisfaction has risen"
            },
            {
              "icon": "📄",
              "label": "The claim is not well supported by solid evidence"
            }
          ]
        },
        {
          "question": "A team member is angry that his requested day off was denied. Which response best manages the conflict professionally?",
          "options": [
            {
              "icon": "💬",
              "label": "I understand this is frustrating; let's go through the reasons together and see what options remain."
            },
            {
              "icon": "💬",
              "label": "Rules are rules, so there's nothing to discuss."
            },
            {
              "icon": "💬",
              "label": "You should have asked earlier, that's your fault."
            },
            {
              "icon": "💬",
              "label": "I don't control the schedule, complain to someone else."
            }
          ]
        },
        {
          "question": "____ the rota earlier, Grace would have avoided the scheduling conflict.",
          "options": [
            {
              "icon": "🧩",
              "label": "If she checks"
            },
            {
              "icon": "🧩",
              "label": "She had checked"
            },
            {
              "icon": "🧩",
              "label": "Unless she checked"
            },
            {
              "icon": "🧩",
              "label": "Had she checked"
            }
          ]
        },
        {
          "question": "The manager said the final shift pattern is still ____, so nothing has been decided yet.",
          "options": [
            {
              "icon": "🔤",
              "label": "under the weather"
            },
            {
              "icon": "🔤",
              "label": "on the house"
            },
            {
              "icon": "🔤",
              "label": "up in the air"
            },
            {
              "icon": "🔤",
              "label": "out of the blue"
            }
          ]
        },
        {
          "question": "Read this paragraph: \"Farah's request to swap shifts with Grace was approved last week, on the condition that both employees confirm the arrangement in writing before the change takes effect. Grace sent her confirmation the same day, but Farah forgot to send hers until Friday, which meant the new rota could not be finalised until then. This delay, though minor, is exactly what the confirmation rule was designed to prevent in the first place.\" - In the final sentence, what does \"this delay\" refer to?",
          "options": [
            {
              "icon": "📄",
              "label": "The time between the approval and Farah finally sending her confirmation"
            },
            {
              "icon": "📄",
              "label": "Grace's confirmation being sent late"
            },
            {
              "icon": "📄",
              "label": "The original approval of the shift swap"
            },
            {
              "icon": "📄",
              "label": "The rule requiring written confirmation"
            }
          ]
        },
        {
          "question": "Approval for extra time off is ____ on the team having enough staff to cover the shift.",
          "options": [
            {
              "icon": "🔤",
              "label": "mitigated"
            },
            {
              "icon": "🔤",
              "label": "discretionary"
            },
            {
              "icon": "🔤",
              "label": "notwithstanding"
            },
            {
              "icon": "🔤",
              "label": "contingent"
            }
          ]
        },
        {
          "question": "Which sentence means that almost no supervisors approved requests this week, but not exactly zero?",
          "options": [
            {
              "icon": "🧩",
              "label": "A few supervisors approved requests this week."
            },
            {
              "icon": "🧩",
              "label": "Every supervisor approved requests this week."
            },
            {
              "icon": "🧩",
              "label": "Most supervisors approved requests this week."
            },
            {
              "icon": "🧩",
              "label": "Few supervisors approved requests this week."
            }
          ]
        },
        {
          "question": "Read this paragraph: \"It would be an overstatement to say that shift autonomy has been abandoned; rather, its scope has narrowed considerably. Employees may still propose alternative rotas, but final discretion now rests almost entirely with regional coordinators, a shift quietly formalised over the past two quarters without any accompanying policy announcement. Whether this reflects a deliberate centralisation strategy or simply an accumulation of ad hoc decisions remains unclear, though the practical effect on staff, who report feeling consulted rather than empowered, is not in dispute.\" - Which statement does the text actually support?",
          "options": [
            {
              "icon": "📄",
              "label": "Shift autonomy has been completely abandoned"
            },
            {
              "icon": "📄",
              "label": "Staff still influence rotas somewhat, but real decision-making power has shifted mostly to regional coordinators"
            },
            {
              "icon": "📄",
              "label": "A formal policy announcement explained the change in decision-making"
            },
            {
              "icon": "📄",
              "label": "Staff report feeling more empowered than before"
            }
          ]
        },
        {
          "question": "A manager wants to signal disapproval of a repeated late shift-swap request without directly criticising the employee. Which phrasing best achieves this?",
          "options": [
            {
              "icon": "💬",
              "label": "You are always late with these requests."
            },
            {
              "icon": "💬",
              "label": "This is unacceptable behaviour."
            },
            {
              "icon": "💬",
              "label": "I've noticed this is becoming a bit of a pattern - is everything alright with the scheduling on your end?"
            },
            {
              "icon": "💬",
              "label": "Stop submitting late requests immediately."
            }
          ]
        },
        {
          "question": "Despite three reminders, Omar remained ____ about updating his availability, refusing every request to comply.",
          "options": [
            {
              "icon": "🔤",
              "label": "reluctant"
            },
            {
              "icon": "🔤",
              "label": "lazy"
            },
            {
              "icon": "🔤",
              "label": "forgetful"
            },
            {
              "icon": "🔤",
              "label": "recalcitrant"
            }
          ]
        },
        {
          "question": "A colleague writes: \"The rota changed four times this week, which was... efficient.\" What does this most likely imply?",
          "options": [
            {
              "icon": "💬",
              "label": "The colleague is genuinely praising the scheduling process"
            },
            {
              "icon": "💬",
              "label": "The colleague made a factual error about efficiency"
            },
            {
              "icon": "💬",
              "label": "The colleague wants more changes to the rota"
            },
            {
              "icon": "💬",
              "label": "The colleague thinks the frequent changes were actually inefficient and frustrating"
            }
          ]
        },
        {
          "question": "Which sentence is grammatically correct?",
          "options": [
            {
              "icon": "🧩",
              "label": "Neither the supervisor nor the team leaders were informed about the change."
            },
            {
              "icon": "🧩",
              "label": "Neither the supervisor nor the team leaders was informed about the change."
            },
            {
              "icon": "🧩",
              "label": "Neither the supervisor or the team leaders were informed about the change."
            },
            {
              "icon": "🧩",
              "label": "Neither the supervisor nor the team leaders is informed about the change."
            }
          ]
        }
      ],
      "questionPools": [
        [
          {
            "question": "The new schedule ____ ready on Monday.",
            "options": [
              {
                "icon": "🧩",
                "label": "is"
              },
              {
                "icon": "🧩",
                "label": "are"
              },
              {
                "icon": "🧩",
                "label": "am"
              },
              {
                "icon": "🧩",
                "label": "be"
              }
            ]
          },
          {
            "question": "Priya looks at the ____ to find out what time she starts work today.",
            "options": [
              {
                "icon": "🔤",
                "label": "grocery list"
              },
              {
                "icon": "🔤",
                "label": "shift schedule"
              },
              {
                "icon": "🔤",
                "label": "weather forecast"
              },
              {
                "icon": "🔤",
                "label": "phone book"
              }
            ]
          },
          {
            "question": "Read this notice: \"The office is closed on Saturday and Sunday.\" - Which days is the office closed?",
            "options": [
              {
                "icon": "📄",
                "label": "Saturday and Sunday"
              },
              {
                "icon": "📄",
                "label": "Monday and Tuesday"
              },
              {
                "icon": "📄",
                "label": "Every day"
              },
              {
                "icon": "📄",
                "label": "Only Saturday"
              }
            ]
          },
          {
            "question": "Lena has two ____ this week.",
            "options": [
              {
                "icon": "🧩",
                "label": "shifts"
              },
              {
                "icon": "🧩",
                "label": "shift"
              },
              {
                "icon": "🧩",
                "label": "shifts's"
              },
              {
                "icon": "🧩",
                "label": "a shifts"
              }
            ]
          },
          {
            "question": "Tomas calls the scheduling office. What should he say first?",
            "options": [
              {
                "icon": "💬",
                "label": "Give me my shift now."
              },
              {
                "icon": "💬",
                "label": "Shift. Now. Tomas."
              },
              {
                "icon": "💬",
                "label": "Hello, this is Tomas. Can I ask about my shift?"
              },
              {
                "icon": "💬",
                "label": "I am angry about my shift."
              }
            ]
          },
          {
            "question": "Chen's shift starts at ____ in the morning.",
            "options": [
              {
                "icon": "🔤",
                "label": "Tuesday"
              },
              {
                "icon": "🔤",
                "label": "red"
              },
              {
                "icon": "🔤",
                "label": "tall"
              },
              {
                "icon": "🔤",
                "label": "nine o'clock"
              }
            ]
          },
          {
            "question": "Nadia ____ her shift early yesterday because she felt sick.",
            "options": [
              {
                "icon": "🧩",
                "label": "leaves"
              },
              {
                "icon": "🧩",
                "label": "leaving"
              },
              {
                "icon": "🧩",
                "label": "leave"
              },
              {
                "icon": "🧩",
                "label": "left"
              }
            ]
          },
          {
            "question": "Samuel couldn't come to work, so Aisha agreed to ____ him for the day.",
            "options": [
              {
                "icon": "🔤",
                "label": "fill up"
              },
              {
                "icon": "🔤",
                "label": "fill out"
              },
              {
                "icon": "🔤",
                "label": "fill in for"
              },
              {
                "icon": "🔤",
                "label": "fill down"
              }
            ]
          },
          {
            "question": "Read this message: \"Hi Diego, your shift on Friday has changed. You now start at 2pm instead of 9am. Please confirm you received this message.\" - What time does Diego start work on Friday now?",
            "options": [
              {
                "icon": "📄",
                "label": "9am"
              },
              {
                "icon": "📄",
                "label": "9pm"
              },
              {
                "icon": "📄",
                "label": "2pm"
              },
              {
                "icon": "📄",
                "label": "12pm"
              }
            ]
          },
          {
            "question": "This week Marco has ____ shifts than last week.",
            "options": [
              {
                "icon": "🧩",
                "label": "few"
              },
              {
                "icon": "🧩",
                "label": "less"
              },
              {
                "icon": "🧩",
                "label": "fewer"
              },
              {
                "icon": "🧩",
                "label": "least"
              }
            ]
          },
          {
            "question": "Priya doesn't understand the new rota. What should she say to her supervisor?",
            "options": [
              {
                "icon": "💬",
                "label": "Sorry, could you explain the new rota again?"
              },
              {
                "icon": "💬",
                "label": "Your rota is stupid."
              },
              {
                "icon": "💬",
                "label": "I refuse the rota."
              },
              {
                "icon": "💬",
                "label": "Rota, explain, now."
              }
            ]
          },
          {
            "question": "Lena must ask her ____ before she can change her shift.",
            "options": [
              {
                "icon": "🔤",
                "label": "customer"
              },
              {
                "icon": "🔤",
                "label": "supervisor"
              },
              {
                "icon": "🔤",
                "label": "invoice"
              },
              {
                "icon": "🔤",
                "label": "deadline"
              }
            ]
          },
          {
            "question": "Read these instructions: \"To request time off: first, open the app. Second, choose your dates. Third, send the request to your supervisor for approval.\" - What should you do right after choosing your dates?",
            "options": [
              {
                "icon": "📄",
                "label": "Open the app"
              },
              {
                "icon": "📄",
                "label": "Wait one week"
              },
              {
                "icon": "📄",
                "label": "Send the request to your supervisor"
              },
              {
                "icon": "📄",
                "label": "Call the supervisor"
              }
            ]
          },
          {
            "question": "Tomas ____ three night shifts so far this month.",
            "options": [
              {
                "icon": "🧩",
                "label": "worked"
              },
              {
                "icon": "🧩",
                "label": "has worked"
              },
              {
                "icon": "🧩",
                "label": "was working"
              },
              {
                "icon": "🧩",
                "label": "works"
              }
            ]
          },
          {
            "question": "Chen needs to ____ a request for annual leave before Friday.",
            "options": [
              {
                "icon": "🔤",
                "label": "do"
              },
              {
                "icon": "🔤",
                "label": "take"
              },
              {
                "icon": "🔤",
                "label": "make"
              },
              {
                "icon": "🔤",
                "label": "have"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"Every Friday, the team leader posts next week's rota on the noticeboard. Staff should check it carefully, because shifts sometimes change at short notice. If someone finds a mistake, they must report it immediately, since the rota cannot be changed again after Monday morning.\" - What is the main idea of this paragraph?",
            "options": [
              {
                "icon": "📄",
                "label": "The team leader works every Friday"
              },
              {
                "icon": "📄",
                "label": "Staff must check the weekly rota carefully and report mistakes quickly"
              },
              {
                "icon": "📄",
                "label": "Shifts never change once posted"
              },
              {
                "icon": "📄",
                "label": "Staff can change the rota until Monday evening"
              }
            ]
          },
          {
            "question": "If Diego ____ his shift, he must call his supervisor first.",
            "options": [
              {
                "icon": "🧩",
                "label": "wants to swap"
              },
              {
                "icon": "🧩",
                "label": "will want to swap"
              },
              {
                "icon": "🧩",
                "label": "wanted to swap"
              },
              {
                "icon": "🧩",
                "label": "would want to swap"
              }
            ]
          },
          {
            "question": "A customer asks Nadia for a refund, but company policy doesn't allow it. What should she say?",
            "options": [
              {
                "icon": "💬",
                "label": "No refunds, ever."
              },
              {
                "icon": "💬",
                "label": "I understand your concern, but I'm unable to offer a refund in this case."
              },
              {
                "icon": "💬",
                "label": "That's not my problem."
              },
              {
                "icon": "💬",
                "label": "I don't know, ask someone else."
              }
            ]
          },
          {
            "question": "Samuel finished his report on time; ____, he still has to check it for errors.",
            "options": [
              {
                "icon": "🔤",
                "label": "because"
              },
              {
                "icon": "🔤",
                "label": "so that"
              },
              {
                "icon": "🔤",
                "label": "although"
              },
              {
                "icon": "🔤",
                "label": "however"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"Aisha's shift begins at 8am every weekday. This morning she arrived at the office at 8:20am, twenty minutes late, and found her supervisor waiting at her desk with the attendance sheet already open, ready to record the time she arrived.\" - What can you conclude from this paragraph?",
            "options": [
              {
                "icon": "📄",
                "label": "Aisha arrived at work later than her scheduled start time"
              },
              {
                "icon": "📄",
                "label": "Aisha's supervisor was also late"
              },
              {
                "icon": "📄",
                "label": "Aisha never arrives late"
              },
              {
                "icon": "📄",
                "label": "The attendance sheet was lost"
              }
            ]
          },
          {
            "question": "The supervisor said that the new rota ____ the following Monday.",
            "options": [
              {
                "icon": "🧩",
                "label": "will be published"
              },
              {
                "icon": "🧩",
                "label": "is published"
              },
              {
                "icon": "🧩",
                "label": "would be published"
              },
              {
                "icon": "🧩",
                "label": "has been published"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"Management insists the new shift-swap system is 'more flexible.' In practice, staff must submit requests five days in advance and get approval from two managers, whereas the old system needed only one signature. Several employees have already commented that the process now takes longer than before, though nobody has raised a formal complaint yet, since most people simply avoid using the system unless it is absolutely necessary.\" - What does the writer imply about the new system?",
            "options": [
              {
                "icon": "📄",
                "label": "It is faster than the old system"
              },
              {
                "icon": "📄",
                "label": "It is not really more flexible than the old one, despite what management claims"
              },
              {
                "icon": "📄",
                "label": "Employees have formally complained about it"
              },
              {
                "icon": "📄",
                "label": "Two managers now share one job"
              }
            ]
          },
          {
            "question": "Which sentence uses the most diplomatic hedging when telling a customer their request was declined?",
            "options": [
              {
                "icon": "💬",
                "label": "We refuse your request."
              },
              {
                "icon": "💬",
                "label": "Unfortunately, we're not able to approve this request at the moment, but we'd be happy to review it again next month."
              },
              {
                "icon": "💬",
                "label": "This is impossible, so stop asking."
              },
              {
                "icon": "💬",
                "label": "Your request is wrong."
              }
            ]
          },
          {
            "question": "Marco avoids ____ night shifts whenever possible.",
            "options": [
              {
                "icon": "🧩",
                "label": "to work"
              },
              {
                "icon": "🧩",
                "label": "work"
              },
              {
                "icon": "🧩",
                "label": "worked"
              },
              {
                "icon": "🧩",
                "label": "working"
              }
            ]
          },
          {
            "question": "Please ____ the scheduling team if you cannot attend your shift.",
            "options": [
              {
                "icon": "🔤",
                "label": "notice"
              },
              {
                "icon": "🔤",
                "label": "notify"
              },
              {
                "icon": "🔤",
                "label": "note"
              },
              {
                "icon": "🔤",
                "label": "raise"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"Ana submitted her shift-change request on Monday. Her supervisor reviewed it on Tuesday and approved it the same afternoon, though he noted that future requests should be sent at least three days before the shift in question. Ana thanked him and said she would follow the new guideline going forward, since she understood why it mattered for planning purposes, especially now that the team was growing quickly.\" - In the sentence \"she understood why it mattered for planning purposes,\" what does \"it\" refer to?",
            "options": [
              {
                "icon": "📄",
                "label": "Sending requests at least three days in advance"
              },
              {
                "icon": "📄",
                "label": "Ana's shift-change request"
              },
              {
                "icon": "📄",
                "label": "The supervisor's approval"
              },
              {
                "icon": "📄",
                "label": "The growing team"
              }
            ]
          },
          {
            "question": "Which sentence is appropriate for a formal email to a client, rather than a quick chat message to a colleague?",
            "options": [
              {
                "icon": "💬",
                "label": "hey ur shift moved to 3, k?"
              },
              {
                "icon": "💬",
                "label": "shift = 3pm now lol"
              },
              {
                "icon": "💬",
                "label": "I am writing to confirm that your shift has been rescheduled to 3pm."
              },
              {
                "icon": "💬",
                "label": "yo shift's at 3 now"
              }
            ]
          },
          {
            "question": "____ did Farah realise the rota had changed.",
            "options": [
              {
                "icon": "🧩",
                "label": "She not until checked her phone"
              },
              {
                "icon": "🧩",
                "label": "Not until she checked her phone"
              },
              {
                "icon": "🧩",
                "label": "Not until she did check her phone"
              },
              {
                "icon": "🧩",
                "label": "Until not she checked her phone"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"The operations director claims that the new rota system has 'significantly improved staff satisfaction.' The only evidence offered, however, is a single comment from one team leader, made in passing during a meeting, stating that 'a few people seem happier.' No survey has been conducted, no attendance figures have been compared, and no formal feedback process has been introduced since the system launched three months ago, despite repeated requests from staff representatives for exactly this kind of data.\" - What does the paragraph suggest about the director's claim?",
            "options": [
              {
                "icon": "📄",
                "label": "The claim is confirmed by a formal survey"
              },
              {
                "icon": "📄",
                "label": "Staff representatives agree the rota has improved satisfaction"
              },
              {
                "icon": "📄",
                "label": "Attendance figures prove satisfaction has risen"
              },
              {
                "icon": "📄",
                "label": "The claim is not well supported by solid evidence"
              }
            ]
          },
          {
            "question": "A team member is angry that his requested day off was denied. Which response best manages the conflict professionally?",
            "options": [
              {
                "icon": "💬",
                "label": "I understand this is frustrating; let's go through the reasons together and see what options remain."
              },
              {
                "icon": "💬",
                "label": "Rules are rules, so there's nothing to discuss."
              },
              {
                "icon": "💬",
                "label": "You should have asked earlier, that's your fault."
              },
              {
                "icon": "💬",
                "label": "I don't control the schedule, complain to someone else."
              }
            ]
          },
          {
            "question": "____ the rota earlier, Grace would have avoided the scheduling conflict.",
            "options": [
              {
                "icon": "🧩",
                "label": "If she checks"
              },
              {
                "icon": "🧩",
                "label": "She had checked"
              },
              {
                "icon": "🧩",
                "label": "Unless she checked"
              },
              {
                "icon": "🧩",
                "label": "Had she checked"
              }
            ]
          },
          {
            "question": "The manager said the final shift pattern is still ____, so nothing has been decided yet.",
            "options": [
              {
                "icon": "🔤",
                "label": "under the weather"
              },
              {
                "icon": "🔤",
                "label": "on the house"
              },
              {
                "icon": "🔤",
                "label": "up in the air"
              },
              {
                "icon": "🔤",
                "label": "out of the blue"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"Farah's request to swap shifts with Grace was approved last week, on the condition that both employees confirm the arrangement in writing before the change takes effect. Grace sent her confirmation the same day, but Farah forgot to send hers until Friday, which meant the new rota could not be finalised until then. This delay, though minor, is exactly what the confirmation rule was designed to prevent in the first place.\" - In the final sentence, what does \"this delay\" refer to?",
            "options": [
              {
                "icon": "📄",
                "label": "The time between the approval and Farah finally sending her confirmation"
              },
              {
                "icon": "📄",
                "label": "Grace's confirmation being sent late"
              },
              {
                "icon": "📄",
                "label": "The original approval of the shift swap"
              },
              {
                "icon": "📄",
                "label": "The rule requiring written confirmation"
              }
            ]
          },
          {
            "question": "Approval for extra time off is ____ on the team having enough staff to cover the shift.",
            "options": [
              {
                "icon": "🔤",
                "label": "mitigated"
              },
              {
                "icon": "🔤",
                "label": "discretionary"
              },
              {
                "icon": "🔤",
                "label": "notwithstanding"
              },
              {
                "icon": "🔤",
                "label": "contingent"
              }
            ]
          },
          {
            "question": "Which sentence means that almost no supervisors approved requests this week, but not exactly zero?",
            "options": [
              {
                "icon": "🧩",
                "label": "A few supervisors approved requests this week."
              },
              {
                "icon": "🧩",
                "label": "Every supervisor approved requests this week."
              },
              {
                "icon": "🧩",
                "label": "Most supervisors approved requests this week."
              },
              {
                "icon": "🧩",
                "label": "Few supervisors approved requests this week."
              }
            ]
          },
          {
            "question": "Read this paragraph: \"It would be an overstatement to say that shift autonomy has been abandoned; rather, its scope has narrowed considerably. Employees may still propose alternative rotas, but final discretion now rests almost entirely with regional coordinators, a shift quietly formalised over the past two quarters without any accompanying policy announcement. Whether this reflects a deliberate centralisation strategy or simply an accumulation of ad hoc decisions remains unclear, though the practical effect on staff, who report feeling consulted rather than empowered, is not in dispute.\" - Which statement does the text actually support?",
            "options": [
              {
                "icon": "📄",
                "label": "Shift autonomy has been completely abandoned"
              },
              {
                "icon": "📄",
                "label": "Staff still influence rotas somewhat, but real decision-making power has shifted mostly to regional coordinators"
              },
              {
                "icon": "📄",
                "label": "A formal policy announcement explained the change in decision-making"
              },
              {
                "icon": "📄",
                "label": "Staff report feeling more empowered than before"
              }
            ]
          },
          {
            "question": "A manager wants to signal disapproval of a repeated late shift-swap request without directly criticising the employee. Which phrasing best achieves this?",
            "options": [
              {
                "icon": "💬",
                "label": "You are always late with these requests."
              },
              {
                "icon": "💬",
                "label": "This is unacceptable behaviour."
              },
              {
                "icon": "💬",
                "label": "I've noticed this is becoming a bit of a pattern - is everything alright with the scheduling on your end?"
              },
              {
                "icon": "💬",
                "label": "Stop submitting late requests immediately."
              }
            ]
          },
          {
            "question": "Despite three reminders, Omar remained ____ about updating his availability, refusing every request to comply.",
            "options": [
              {
                "icon": "🔤",
                "label": "reluctant"
              },
              {
                "icon": "🔤",
                "label": "lazy"
              },
              {
                "icon": "🔤",
                "label": "forgetful"
              },
              {
                "icon": "🔤",
                "label": "recalcitrant"
              }
            ]
          },
          {
            "question": "A colleague writes: \"The rota changed four times this week, which was... efficient.\" What does this most likely imply?",
            "options": [
              {
                "icon": "💬",
                "label": "The colleague is genuinely praising the scheduling process"
              },
              {
                "icon": "💬",
                "label": "The colleague made a factual error about efficiency"
              },
              {
                "icon": "💬",
                "label": "The colleague wants more changes to the rota"
              },
              {
                "icon": "💬",
                "label": "The colleague thinks the frequent changes were actually inefficient and frustrating"
              }
            ]
          },
          {
            "question": "Which sentence is grammatically correct?",
            "options": [
              {
                "icon": "🧩",
                "label": "Neither the supervisor nor the team leaders were informed about the change."
              },
              {
                "icon": "🧩",
                "label": "Neither the supervisor nor the team leaders was informed about the change."
              },
              {
                "icon": "🧩",
                "label": "Neither the supervisor or the team leaders were informed about the change."
              },
              {
                "icon": "🧩",
                "label": "Neither the supervisor nor the team leaders is informed about the change."
              }
            ]
          }
        ],
        [
          {
            "question": "Priya ____ a customer service agent.",
            "options": [
              {
                "icon": "🧩",
                "label": "is"
              },
              {
                "icon": "🧩",
                "label": "are"
              },
              {
                "icon": "🧩",
                "label": "am"
              },
              {
                "icon": "🧩",
                "label": "be"
              }
            ]
          },
          {
            "question": "Marco needs to ____ the customer's problem.",
            "options": [
              {
                "icon": "🔤",
                "label": "sleep"
              },
              {
                "icon": "🔤",
                "label": "solve"
              },
              {
                "icon": "🔤",
                "label": "swim"
              },
              {
                "icon": "🔤",
                "label": "cook"
              }
            ]
          },
          {
            "question": "Read this notice: \"The help desk is open from 9 to 5.\" - When is the help desk open?",
            "options": [
              {
                "icon": "📄",
                "label": "From 9 to 5"
              },
              {
                "icon": "📄",
                "label": "From 5 to 9"
              },
              {
                "icon": "📄",
                "label": "Only on Monday"
              },
              {
                "icon": "📄",
                "label": "It is closed"
              }
            ]
          },
          {
            "question": "The company has three ____ this week.",
            "options": [
              {
                "icon": "🧩",
                "label": "complaint"
              },
              {
                "icon": "🧩",
                "label": "complaints"
              },
              {
                "icon": "🧩",
                "label": "complaint's"
              },
              {
                "icon": "🧩",
                "label": "complaints'"
              }
            ]
          },
          {
            "question": "Read this chat message: Customer: \"Hi, I have a problem with my refund.\" Agent: ____",
            "options": [
              {
                "icon": "💬",
                "label": "Hello! Where are you from?"
              },
              {
                "icon": "💬",
                "label": "Hello! What is your favorite color?"
              },
              {
                "icon": "💬",
                "label": "Hello! How can I help you?"
              },
              {
                "icon": "💬",
                "label": "Hello! Goodbye."
              }
            ]
          },
          {
            "question": "The support office is closed on ____.",
            "options": [
              {
                "icon": "🔤",
                "label": "Twelve"
              },
              {
                "icon": "🔤",
                "label": "Angry"
              },
              {
                "icon": "🔤",
                "label": "Green"
              },
              {
                "icon": "🔤",
                "label": "Sunday"
              }
            ]
          },
          {
            "question": "Samuel ____ the manager about his refund yesterday.",
            "options": [
              {
                "icon": "🧩",
                "label": "called"
              },
              {
                "icon": "🧩",
                "label": "call"
              },
              {
                "icon": "🧩",
                "label": "calling"
              },
              {
                "icon": "🧩",
                "label": "calls"
              }
            ]
          },
          {
            "question": "The support team will ____ the complaint carefully before responding.",
            "options": [
              {
                "icon": "🔤",
                "label": "look after"
              },
              {
                "icon": "🔤",
                "label": "look for"
              },
              {
                "icon": "🔤",
                "label": "look into"
              },
              {
                "icon": "🔤",
                "label": "look up"
              }
            ]
          },
          {
            "question": "Read this email: \"Dear Ana, your refund of $45 will arrive in 5 business days. Thank you for your patience.\" - How much is the refund?",
            "options": [
              {
                "icon": "📄",
                "label": "$54"
              },
              {
                "icon": "📄",
                "label": "$45"
              },
              {
                "icon": "📄",
                "label": "5 days"
              },
              {
                "icon": "📄",
                "label": "45 days"
              }
            ]
          },
          {
            "question": "This month we received ____ complaints than last month.",
            "options": [
              {
                "icon": "🧩",
                "label": "few"
              },
              {
                "icon": "🧩",
                "label": "less"
              },
              {
                "icon": "🧩",
                "label": "more little"
              },
              {
                "icon": "🧩",
                "label": "fewer"
              }
            ]
          },
          {
            "question": "Read this chat: Agent: \"Your order number, please?\" Customer: \"Sorry, ____?\"",
            "options": [
              {
                "icon": "💬",
                "label": "I am fine thank you"
              },
              {
                "icon": "💬",
                "label": "see you later"
              },
              {
                "icon": "💬",
                "label": "could you repeat that"
              },
              {
                "icon": "💬",
                "label": "it is Tuesday"
              }
            ]
          },
          {
            "question": "Marco could not fix the problem, so he asked his ____ for help.",
            "options": [
              {
                "icon": "🔤",
                "label": "supervisor"
              },
              {
                "icon": "🔤",
                "label": "customer"
              },
              {
                "icon": "🔤",
                "label": "invoice"
              },
              {
                "icon": "🔤",
                "label": "deadline"
              }
            ]
          },
          {
            "question": "Read these instructions: \"First, open the refund form. Next, enter your order number. Finally, click submit.\" - What should you do after opening the form?",
            "options": [
              {
                "icon": "📄",
                "label": "click submit"
              },
              {
                "icon": "📄",
                "label": "close the form"
              },
              {
                "icon": "📄",
                "label": "call the manager"
              },
              {
                "icon": "📄",
                "label": "enter your order number"
              }
            ]
          },
          {
            "question": "Nadia ____ three emails about her refund, but nobody has replied yet.",
            "options": [
              {
                "icon": "🧩",
                "label": "has sent"
              },
              {
                "icon": "🧩",
                "label": "sent"
              },
              {
                "icon": "🧩",
                "label": "is sending"
              },
              {
                "icon": "🧩",
                "label": "send"
              }
            ]
          },
          {
            "question": "The manager decided to ____ a complaint seriously and offer a refund.",
            "options": [
              {
                "icon": "🔤",
                "label": "make"
              },
              {
                "icon": "🔤",
                "label": "do"
              },
              {
                "icon": "🔤",
                "label": "take"
              },
              {
                "icon": "🔤",
                "label": "have"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"Tomas ordered a laptop online, but it arrived with a cracked screen. He contacted customer support the same day and explained the problem. The company apologized, offered a full refund, and arranged for a courier to collect the damaged laptop the next morning. Tomas was satisfied with how quickly the issue was resolved.\" - What is this paragraph mainly about?",
            "options": [
              {
                "icon": "📄",
                "label": "A customer who forgot to pay for a laptop"
              },
              {
                "icon": "📄",
                "label": "A courier company changing its delivery schedule"
              },
              {
                "icon": "📄",
                "label": "A laptop factory with quality problems"
              },
              {
                "icon": "📄",
                "label": "A company resolving a customer's complaint quickly"
              }
            ]
          },
          {
            "question": "If the item arrives damaged, customers ____ contact support within 48 hours.",
            "options": [
              {
                "icon": "🧩",
                "label": "would"
              },
              {
                "icon": "🧩",
                "label": "should"
              },
              {
                "icon": "🧩",
                "label": "were"
              },
              {
                "icon": "🧩",
                "label": "did"
              }
            ]
          },
          {
            "question": "Read this reply: \"Unfortunately, we ____ offer a refund after 30 days, but we can send a replacement part.\" Choose the best phrase.",
            "options": [
              {
                "icon": "💬",
                "label": "are happy to"
              },
              {
                "icon": "💬",
                "label": "are unable to"
              },
              {
                "icon": "💬",
                "label": "never wanted to"
              },
              {
                "icon": "💬",
                "label": "always refuse to"
              }
            ]
          },
          {
            "question": "The refund was approved; ____, it will take five days to appear in your account.",
            "options": [
              {
                "icon": "🔤",
                "label": "otherwise"
              },
              {
                "icon": "🔤",
                "label": "because"
              },
              {
                "icon": "🔤",
                "label": "however"
              },
              {
                "icon": "🔤",
                "label": "so that"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"Priya called the support line four times this week about the same billing error. Each time, a different agent asked her to repeat the whole story from the beginning. By Friday, she asked to speak to a manager and canceled her subscription.\" - What can you infer about Priya?",
            "options": [
              {
                "icon": "📄",
                "label": "She was happy with the support she received"
              },
              {
                "icon": "📄",
                "label": "She never contacted the company"
              },
              {
                "icon": "📄",
                "label": "She was frustrated by having to repeat her problem repeatedly"
              },
              {
                "icon": "📄",
                "label": "She fixed the billing error herself"
              }
            ]
          },
          {
            "question": "Diego said that the refund ____ already been processed.",
            "options": [
              {
                "icon": "🧩",
                "label": "has"
              },
              {
                "icon": "🧩",
                "label": "have"
              },
              {
                "icon": "🧩",
                "label": "was"
              },
              {
                "icon": "🧩",
                "label": "had"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"Chen's email began politely, thanking the support team for their quick reply. However, by the third paragraph, his tone shifted: he listed every delay in bullet points and ended with, 'I trust this will finally be resolved, as I have already spent considerable time on this matter.' He did not use any angry words, but the message left little doubt about his patience running out.\" - What does the passage suggest about Chen's attitude?",
            "options": [
              {
                "icon": "📄",
                "label": "He is losing patience despite his polite wording"
              },
              {
                "icon": "📄",
                "label": "He is completely satisfied with the service"
              },
              {
                "icon": "📄",
                "label": "He does not care about the delay"
              },
              {
                "icon": "📄",
                "label": "He is thanking the team sincerely throughout"
              }
            ]
          },
          {
            "question": "Which sentence is the most diplomatic way to reject a refund request?",
            "options": [
              {
                "icon": "💬",
                "label": "No, you cannot have a refund."
              },
              {
                "icon": "💬",
                "label": "We understand your frustration, but unfortunately this falls outside our refund policy."
              },
              {
                "icon": "💬",
                "label": "You should have read the policy before buying."
              },
              {
                "icon": "💬",
                "label": "We refuse your request."
              }
            ]
          },
          {
            "question": "The agent finally managed ____ the source of the billing error.",
            "options": [
              {
                "icon": "🧩",
                "label": "to find"
              },
              {
                "icon": "🧩",
                "label": "finding"
              },
              {
                "icon": "🧩",
                "label": "find"
              },
              {
                "icon": "🧩",
                "label": "found"
              }
            ]
          },
          {
            "question": "The support team will ____ the customer by email once the refund is complete.",
            "options": [
              {
                "icon": "🔤",
                "label": "notify"
              },
              {
                "icon": "🔤",
                "label": "notice"
              },
              {
                "icon": "🔤",
                "label": "note"
              },
              {
                "icon": "🔤",
                "label": "know"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"Lena's complaint email was forwarded to three different departments before anyone replied. When the reply finally came, it apologized for the delay and explained that the ticket had been mislabeled from the start. This explanation, while accurate, did little to change how Lena felt about the overall experience, since the damage to her trust in the company had already been done.\" - What does 'this explanation' refer to?",
            "options": [
              {
                "icon": "📄",
                "label": "Lena's original complaint"
              },
              {
                "icon": "📄",
                "label": "The three departments involved"
              },
              {
                "icon": "📄",
                "label": "The explanation that the ticket had been mislabeled"
              },
              {
                "icon": "📄",
                "label": "The refund policy"
              }
            ]
          },
          {
            "question": "Which reply is appropriate for a formal complaint from a corporate client?",
            "options": [
              {
                "icon": "💬",
                "label": "Oops, sorry about that, my bad!"
              },
              {
                "icon": "💬",
                "label": "We sincerely apologize for the inconvenience and will resolve this promptly."
              },
              {
                "icon": "💬",
                "label": "Yeah, we'll sort it out soon, no worries."
              },
              {
                "icon": "💬",
                "label": "Chill, it happens sometimes."
              }
            ]
          },
          {
            "question": "____ had the refund been processed than the customer called to complain again.",
            "options": [
              {
                "icon": "🧩",
                "label": "As soon"
              },
              {
                "icon": "🧩",
                "label": "Not until"
              },
              {
                "icon": "🧩",
                "label": "Hardly ever"
              },
              {
                "icon": "🧩",
                "label": "No sooner"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"The company claims that its new complaint-handling system has reduced resolution time by half. Internal data shows that the average ticket now closes in two days rather than four. However, customer satisfaction scores have barely moved, suggesting that speed alone has not addressed the underlying issue: many customers report receiving faster replies that still fail to solve their actual problem. This gap suggests that faster replies do not necessarily mean genuinely resolved problems.\" - What does the evidence in the passage actually support?",
            "options": [
              {
                "icon": "📄",
                "label": "The company's complaint system has completely failed"
              },
              {
                "icon": "📄",
                "label": "Customer satisfaction scores have doubled"
              },
              {
                "icon": "📄",
                "label": "Faster replies have not made customers meaningfully more satisfied"
              },
              {
                "icon": "📄",
                "label": "The average ticket now takes four days to close"
              }
            ]
          },
          {
            "question": "Which phrasing best de-escalates an angry customer without conceding fault prematurely?",
            "options": [
              {
                "icon": "💬",
                "label": "Calm down, it's not that serious."
              },
              {
                "icon": "💬",
                "label": "That's not our fault, it's yours."
              },
              {
                "icon": "💬",
                "label": "I hear how frustrating this has been, and I want to understand exactly what happened."
              },
              {
                "icon": "💬",
                "label": "I don't see why you're upset."
              }
            ]
          },
          {
            "question": "____ the complaint himself, Samuel understood why the customer was upset.",
            "options": [
              {
                "icon": "🧩",
                "label": "Handled"
              },
              {
                "icon": "🧩",
                "label": "Having handled"
              },
              {
                "icon": "🧩",
                "label": "To handle"
              },
              {
                "icon": "🧩",
                "label": "Handling having"
              }
            ]
          },
          {
            "question": "Management announced that refund delays would be addressed ____ the board, not just for a few customers.",
            "options": [
              {
                "icon": "🔤",
                "label": "over"
              },
              {
                "icon": "🔤",
                "label": "along"
              },
              {
                "icon": "🔤",
                "label": "through"
              },
              {
                "icon": "🔤",
                "label": "across"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"Aisha filed her complaint on Monday, expecting a reply within 24 hours as promised on the company's website. When Thursday arrived with still no response, she escalated the matter to a regional manager, who admitted that the promise had never been realistic given current staffing levels. It was this admission, more than the original delay, that convinced her to leave the company for a competitor, since it showed the promise had been hollow from the very beginning.\" - What does 'this admission' refer to?",
            "options": [
              {
                "icon": "📄",
                "label": "Aisha's decision to leave the company"
              },
              {
                "icon": "📄",
                "label": "The manager's statement that the 24-hour promise was never realistic"
              },
              {
                "icon": "📄",
                "label": "The original delay in replying to her complaint"
              },
              {
                "icon": "📄",
                "label": "The company's website policy"
              }
            ]
          },
          {
            "question": "The refund offered was purely ____, meaning the company was not obligated to provide it.",
            "options": [
              {
                "icon": "🔤",
                "label": "mandatory"
              },
              {
                "icon": "🔤",
                "label": "contractual"
              },
              {
                "icon": "🔤",
                "label": "discretionary"
              },
              {
                "icon": "🔤",
                "label": "statutory"
              }
            ]
          },
          {
            "question": "By the time the manager arrived, the customer ____ for over an hour, growing visibly more frustrated.",
            "options": [
              {
                "icon": "🧩",
                "label": "was waiting"
              },
              {
                "icon": "🧩",
                "label": "has waited"
              },
              {
                "icon": "🧩",
                "label": "waited"
              },
              {
                "icon": "🧩",
                "label": "had been waiting"
              }
            ]
          },
          {
            "question": "Read this passage: \"Complaint-resolution metrics are frequently treated as proxies for customer trust, yet the two are only loosely correlated. A company might close tickets rapidly while offering solutions customers experience as inadequate, or it might take longer while ultimately restoring confidence through a more thorough process. What the data conceals is not the outcome itself but the customer's subjective sense of having been heard, a variable no ticketing system currently measures directly. Organizations that optimize exclusively for speed therefore risk mistaking administrative efficiency for genuine repair of the relationship.\" - Which statement does the passage actually support?",
            "options": [
              {
                "icon": "📄",
                "label": "Companies should stop measuring resolution time entirely"
              },
              {
                "icon": "📄",
                "label": "Fast ticket closure does not guarantee that a customer feels genuinely heard"
              },
              {
                "icon": "📄",
                "label": "Customer trust is always highest when tickets close quickly"
              },
              {
                "icon": "📄",
                "label": "Ticketing systems accurately measure customer trust"
              }
            ]
          },
          {
            "question": "Which reply implies a refund without ever explicitly promising one?",
            "options": [
              {
                "icon": "💬",
                "label": "We're reviewing your case, and I expect you'll be pleased with the outcome by Friday."
              },
              {
                "icon": "💬",
                "label": "You will get a full refund on Friday."
              },
              {
                "icon": "💬",
                "label": "We cannot offer a refund."
              },
              {
                "icon": "💬",
                "label": "There is no possibility of compensation."
              }
            ]
          },
          {
            "question": "The customer's complaint was ultimately deemed ____, meaning it had no basis in the company's actual policy.",
            "options": [
              {
                "icon": "🔤",
                "label": "unfinished"
              },
              {
                "icon": "🔤",
                "label": "unfamiliar"
              },
              {
                "icon": "🔤",
                "label": "unforeseen"
              },
              {
                "icon": "🔤",
                "label": "unfounded"
              }
            ]
          },
          {
            "question": "Read this line from an internal memo: \"The rollout of the new refund system was, shall we say, not without its complications.\" - What does this sentence actually imply?",
            "options": [
              {
                "icon": "💬",
                "label": "The rollout had significant problems"
              },
              {
                "icon": "💬",
                "label": "The rollout went perfectly"
              },
              {
                "icon": "💬",
                "label": "The refund system was cancelled"
              },
              {
                "icon": "💬",
                "label": "The memo writer is certain about the details"
              }
            ]
          },
          {
            "question": "Neither the manager nor the agents ____ aware that the refund policy had changed overnight.",
            "options": [
              {
                "icon": "🧩",
                "label": "was"
              },
              {
                "icon": "🧩",
                "label": "is"
              },
              {
                "icon": "🧩",
                "label": "has been"
              },
              {
                "icon": "🧩",
                "label": "were"
              }
            ]
          }
        ],
        [
          {
            "question": "My manager ____ very helpful during onboarding.",
            "options": [
              {
                "icon": "🧩",
                "label": "are"
              },
              {
                "icon": "🧩",
                "label": "am"
              },
              {
                "icon": "🧩",
                "label": "is"
              },
              {
                "icon": "🧩",
                "label": "be"
              }
            ]
          },
          {
            "question": "Priya needs a new ____ to log in to her computer.",
            "options": [
              {
                "icon": "🔤",
                "label": "weather"
              },
              {
                "icon": "🔤",
                "label": "password"
              },
              {
                "icon": "🔤",
                "label": "river"
              },
              {
                "icon": "🔤",
                "label": "bicycle"
              }
            ]
          },
          {
            "question": "Read this notice: \"The IT help desk opens at 9 a.m. and closes at 5 p.m.\" - What time does the help desk open?",
            "options": [
              {
                "icon": "📄",
                "label": "5 p.m."
              },
              {
                "icon": "📄",
                "label": "9 p.m."
              },
              {
                "icon": "📄",
                "label": "9 a.m."
              },
              {
                "icon": "📄",
                "label": "5 a.m."
              }
            ]
          },
          {
            "question": "There are three new ____ starting this week.",
            "options": [
              {
                "icon": "🧩",
                "label": "employee"
              },
              {
                "icon": "🧩",
                "label": "employees"
              },
              {
                "icon": "🧩",
                "label": "employee's"
              },
              {
                "icon": "🧩",
                "label": "employees'"
              }
            ]
          },
          {
            "question": "Nadia is starting her first chat with IT support. What should she type first?",
            "options": [
              {
                "icon": "💬",
                "label": "Give me the password now."
              },
              {
                "icon": "💬",
                "label": "Hello, could you help me set up my email account?"
              },
              {
                "icon": "💬",
                "label": "Why is this so slow?"
              },
              {
                "icon": "💬",
                "label": "I want this fixed."
              }
            ]
          },
          {
            "question": "The training session starts at ____ on Monday morning.",
            "options": [
              {
                "icon": "🔤",
                "label": "the weekend"
              },
              {
                "icon": "🔤",
                "label": "two kilometers"
              },
              {
                "icon": "🔤",
                "label": "nine o'clock"
              },
              {
                "icon": "🔤",
                "label": "five people"
              }
            ]
          },
          {
            "question": "Samuel ____ his new laptop yesterday afternoon.",
            "options": [
              {
                "icon": "🧩",
                "label": "receives"
              },
              {
                "icon": "🧩",
                "label": "received"
              },
              {
                "icon": "🧩",
                "label": "receiving"
              },
              {
                "icon": "🧩",
                "label": "has receive"
              }
            ]
          },
          {
            "question": "Can you fill me ____ on how the new ticketing system works?",
            "options": [
              {
                "icon": "🔤",
                "label": "up"
              },
              {
                "icon": "🔤",
                "label": "down"
              },
              {
                "icon": "🔤",
                "label": "in"
              },
              {
                "icon": "🔤",
                "label": "off"
              }
            ]
          },
          {
            "question": "Read this message: \"Hi Diego, your new laptop will arrive on Thursday. Please confirm your desk number so IT can deliver it.\" - What does Diego need to send?",
            "options": [
              {
                "icon": "📄",
                "label": "his new password"
              },
              {
                "icon": "📄",
                "label": "his desk number"
              },
              {
                "icon": "📄",
                "label": "his laptop model"
              },
              {
                "icon": "📄",
                "label": "his home address"
              }
            ]
          },
          {
            "question": "Chen has ____ questions about the onboarding schedule.",
            "options": [
              {
                "icon": "🧩",
                "label": "a few"
              },
              {
                "icon": "🧩",
                "label": "much"
              },
              {
                "icon": "🧩",
                "label": "a little"
              },
              {
                "icon": "🧩",
                "label": "less"
              }
            ]
          },
          {
            "question": "Lena did not understand the instructions in the training video. What should she write to her trainer?",
            "options": [
              {
                "icon": "💬",
                "label": "Sorry, could you explain that step again, please?"
              },
              {
                "icon": "💬",
                "label": "That video was terrible."
              },
              {
                "icon": "💬",
                "label": "I already know everything."
              },
              {
                "icon": "💬",
                "label": "You explained it wrong."
              }
            ]
          },
          {
            "question": "Marco must finish the report before the ____ on Friday.",
            "options": [
              {
                "icon": "🔤",
                "label": "recipe"
              },
              {
                "icon": "🔤",
                "label": "river"
              },
              {
                "icon": "🔤",
                "label": "umbrella"
              },
              {
                "icon": "🔤",
                "label": "deadline"
              }
            ]
          },
          {
            "question": "Read these instructions: \"Step 1: Turn on the computer. Step 2: Enter your username and password. Step 3: Click the blue Login button.\" - What should you do right after entering your password?",
            "options": [
              {
                "icon": "📄",
                "label": "Click the Login button"
              },
              {
                "icon": "📄",
                "label": "Turn on the computer"
              },
              {
                "icon": "📄",
                "label": "Enter your username"
              },
              {
                "icon": "📄",
                "label": "Restart the computer"
              }
            ]
          },
          {
            "question": "Priya ____ the new CRM system since she joined the company two months ago.",
            "options": [
              {
                "icon": "🧩",
                "label": "used"
              },
              {
                "icon": "🧩",
                "label": "was using"
              },
              {
                "icon": "🧩",
                "label": "uses"
              },
              {
                "icon": "🧩",
                "label": "has used"
              }
            ]
          },
          {
            "question": "If a customer calls while Priya is at lunch, could you please ____ a message for her?",
            "options": [
              {
                "icon": "🔤",
                "label": "make"
              },
              {
                "icon": "🔤",
                "label": "do"
              },
              {
                "icon": "🔤",
                "label": "take"
              },
              {
                "icon": "🔤",
                "label": "have"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"During your first week, you will complete several short online modules covering company policies, basic software tools, and workplace safety. Each module takes about twenty minutes and includes a short quiz at the end. Your supervisor will review your results and answer any questions you have.\" - What is this passage mainly about?",
            "options": [
              {
                "icon": "📄",
                "label": "The safety rules for using office equipment"
              },
              {
                "icon": "📄",
                "label": "How to contact the supervisor by phone"
              },
              {
                "icon": "📄",
                "label": "The company's policy on paid holidays"
              },
              {
                "icon": "📄",
                "label": "The training modules new employees complete in their first week"
              }
            ]
          },
          {
            "question": "If the system ____ down again, please contact the IT help desk immediately.",
            "options": [
              {
                "icon": "🧩",
                "label": "went"
              },
              {
                "icon": "🧩",
                "label": "would go"
              },
              {
                "icon": "🧩",
                "label": "had gone"
              },
              {
                "icon": "🧩",
                "label": "goes"
              }
            ]
          },
          {
            "question": "A customer asks Aisha to reset his password immediately, but the system is down. What should she write?",
            "options": [
              {
                "icon": "💬",
                "label": "No, that's not possible."
              },
              {
                "icon": "💬",
                "label": "It's not my problem, try again later."
              },
              {
                "icon": "💬",
                "label": "I can't help you today."
              },
              {
                "icon": "💬",
                "label": "I'm sorry, but I can't reset it right now because our system is temporarily down. I'll do it as soon as it's back."
              }
            ]
          },
          {
            "question": "The training was long; ____, most new employees found it useful.",
            "options": [
              {
                "icon": "🔤",
                "label": "however"
              },
              {
                "icon": "🔤",
                "label": "because"
              },
              {
                "icon": "🔤",
                "label": "so that"
              },
              {
                "icon": "🔤",
                "label": "unless"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"Tomas submitted his IT access request on Monday morning. The IT team usually processes requests within two business days. On Thursday, Tomas still could not log in to the shared drive, so he sent a follow-up message asking about the delay.\" - What can be concluded from the passage?",
            "options": [
              {
                "icon": "📄",
                "label": "Tomas never submitted a request"
              },
              {
                "icon": "📄",
                "label": "The IT team refused his request"
              },
              {
                "icon": "📄",
                "label": "Tomas received access on Monday"
              },
              {
                "icon": "📄",
                "label": "Tomas's request took longer than the usual processing time"
              }
            ]
          },
          {
            "question": "The trainer said that the new software ____ the following week.",
            "options": [
              {
                "icon": "🧩",
                "label": "will be installed"
              },
              {
                "icon": "🧩",
                "label": "is installed"
              },
              {
                "icon": "🧩",
                "label": "installs"
              },
              {
                "icon": "🧩",
                "label": "would be installed"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"The new onboarding portal is, in theory, a welcome improvement over the old paper forms. In practice, however, several new hires have reported spending over an hour simply trying to locate the correct upload button. The IT team insists the interface is intuitive, yet the volume of support tickets in the first week suggests otherwise. Until the interface is genuinely simplified, most employees will likely keep relying on colleagues for help rather than the portal itself.\" - What does the writer imply about the IT team's claim that the interface is intuitive?",
            "options": [
              {
                "icon": "📄",
                "label": "The writer fully agrees with the claim"
              },
              {
                "icon": "📄",
                "label": "The writer doubts the claim, based on the number of support tickets"
              },
              {
                "icon": "📄",
                "label": "The writer believes the old paper forms were worse"
              },
              {
                "icon": "📄",
                "label": "The writer thinks new hires are simply careless"
              }
            ]
          },
          {
            "question": "Which sentence is the most diplomatic way for Samuel to tell a customer their request was denied?",
            "options": [
              {
                "icon": "💬",
                "label": "We can't do that."
              },
              {
                "icon": "💬",
                "label": "Unfortunately, we're unable to approve this request at the moment, but I'd be happy to look into other options."
              },
              {
                "icon": "💬",
                "label": "Your request is denied."
              },
              {
                "icon": "💬",
                "label": "That's against the rules, sorry."
              }
            ]
          },
          {
            "question": "Nadia avoided ____ the wrong button during the software demo.",
            "options": [
              {
                "icon": "🧩",
                "label": "to click"
              },
              {
                "icon": "🧩",
                "label": "clicking"
              },
              {
                "icon": "🧩",
                "label": "click"
              },
              {
                "icon": "🧩",
                "label": "clicked"
              }
            ]
          },
          {
            "question": "IT will ____ all employees by email once the new system is ready.",
            "options": [
              {
                "icon": "🔤",
                "label": "notice"
              },
              {
                "icon": "🔤",
                "label": "notify"
              },
              {
                "icon": "🔤",
                "label": "note"
              },
              {
                "icon": "🔤",
                "label": "mention"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"New employees receive a temporary login on their first day. It expires after 48 hours, so employees must reset their password through the self-service portal before then. If they miss this window, they must contact the IT help desk directly, which can take longer during busy onboarding periods, especially at the start of each month. For this reason, most new hires prefer to reset their password as soon as possible, rather than waiting until the last hour.\" - What does \"It\" refer to in the second sentence?",
            "options": [
              {
                "icon": "📄",
                "label": "The self-service portal"
              },
              {
                "icon": "📄",
                "label": "The IT help desk"
              },
              {
                "icon": "📄",
                "label": "The temporary login"
              },
              {
                "icon": "📄",
                "label": "The first day"
              }
            ]
          },
          {
            "question": "Which greeting is appropriate for a first email to a new client's IT director?",
            "options": [
              {
                "icon": "💬",
                "label": "Hey, what's up!"
              },
              {
                "icon": "💬",
                "label": "Dear Mr. Alvarez, I hope this email finds you well."
              },
              {
                "icon": "💬",
                "label": "Yo, quick question."
              },
              {
                "icon": "💬",
                "label": "Hiya, got a sec?"
              }
            ]
          },
          {
            "question": "____ the onboarding portal crashed, the entire training schedule would have been delayed.",
            "options": [
              {
                "icon": "🧩",
                "label": "Had"
              },
              {
                "icon": "🧩",
                "label": "If"
              },
              {
                "icon": "🧩",
                "label": "Should"
              },
              {
                "icon": "🧩",
                "label": "Unless"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"Management maintains that the revised onboarding timeline improves retention, pointing to a modest uptick in first-quarter completion rates. Critics within the training team counter that the same period coincided with a hiring freeze, which naturally reduced the pool of new employees most likely to drop out early. Until the timeline is tested against a comparable hiring surge, the causal link between the shorter schedule and improved retention remains, at best, a plausible hypothesis rather than a demonstrated fact.\" - What is the passage's main argument?",
            "options": [
              {
                "icon": "📄",
                "label": "The hiring freeze caused the onboarding timeline to be shortened"
              },
              {
                "icon": "📄",
                "label": "Management deliberately falsified the completion rates"
              },
              {
                "icon": "📄",
                "label": "The claimed link between the shorter timeline and better retention has not been proven"
              },
              {
                "icon": "📄",
                "label": "The training team agrees that the new timeline works"
              }
            ]
          },
          {
            "question": "A client is angry that onboarding was delayed twice. Which reply best manages the escalation professionally?",
            "options": [
              {
                "icon": "💬",
                "label": "I understand your frustration, and I'd like to walk you through exactly what happened and how we'll prevent further delays."
              },
              {
                "icon": "💬",
                "label": "These things happen, there's nothing more we can do."
              },
              {
                "icon": "💬",
                "label": "You need to calm down before we continue."
              },
              {
                "icon": "💬",
                "label": "It's not really our fault this time."
              }
            ]
          },
          {
            "question": "____ the login issue, Diego decided to escalate the ticket to a senior technician.",
            "options": [
              {
                "icon": "🧩",
                "label": "Having tried everything else to resolve"
              },
              {
                "icon": "🧩",
                "label": "Have tried everything else to resolve"
              },
              {
                "icon": "🧩",
                "label": "Tried everything else to resolve"
              },
              {
                "icon": "🧩",
                "label": "To have tried everything else resolve"
              }
            ]
          },
          {
            "question": "The manager said several new features for the onboarding app are currently ____, though none has a launch date yet.",
            "options": [
              {
                "icon": "🔤",
                "label": "on the table"
              },
              {
                "icon": "🔤",
                "label": "off the record"
              },
              {
                "icon": "🔤",
                "label": "in the pipeline"
              },
              {
                "icon": "🔤",
                "label": "out of the blue"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"When Lena first raised the issue with her supervisor, she was told it would be addressed within the week. That deadline came and went without any update, prompting her to escalate the matter to the regional IT manager, who promised a resolution by Friday. Whether this promise will be kept remains uncertain, but Lena has decided to document every exchange in case the delay continues, since a written record could prove useful if the situation needs to go further.\" - What does \"this promise\" refer to?",
            "options": [
              {
                "icon": "📄",
                "label": "The regional IT manager's promise of a resolution by Friday"
              },
              {
                "icon": "📄",
                "label": "The supervisor's promise to fix it within the week"
              },
              {
                "icon": "📄",
                "label": "Lena's promise to document every exchange"
              },
              {
                "icon": "📄",
                "label": "The original deadline that came and went"
              }
            ]
          },
          {
            "question": "Approval for early system access is ____ on completing the mandatory security training first.",
            "options": [
              {
                "icon": "🔤",
                "label": "discretionary"
              },
              {
                "icon": "🔤",
                "label": "mitigated"
              },
              {
                "icon": "🔤",
                "label": "contingent"
              },
              {
                "icon": "🔤",
                "label": "notwithstanding"
              }
            ]
          },
          {
            "question": "By the time the new system launches, the team ____ testing it for nearly six months.",
            "options": [
              {
                "icon": "🧩",
                "label": "will be"
              },
              {
                "icon": "🧩",
                "label": "will have"
              },
              {
                "icon": "🧩",
                "label": "will have been"
              },
              {
                "icon": "🧩",
                "label": "would have been"
              }
            ]
          },
          {
            "question": "Read this paragraph: \"It would be a mistake to treat the drop in first-month attrition as straightforward vindication of the revised onboarding curriculum. Attrition figures are notoriously sensitive to labour-market conditions external to any single company's training practices, and the period in question also saw a broader slowdown in hiring across the sector. A more defensible reading is that the curriculum change may have contributed to the improvement, alongside factors that had nothing to do with onboarding at all, and disentangling the two without further data would be premature at best.\" - Which statement does the passage actually support?",
            "options": [
              {
                "icon": "📄",
                "label": "The curriculum change is definitely the sole cause of lower attrition"
              },
              {
                "icon": "📄",
                "label": "Labour-market conditions had no effect on attrition"
              },
              {
                "icon": "📄",
                "label": "The onboarding curriculum should be abandoned"
              },
              {
                "icon": "📄",
                "label": "The curriculum change may be only one of several factors behind the lower attrition"
              }
            ]
          },
          {
            "question": "Chen wants to signal, without directly criticizing anyone, that the onboarding timeline is unrealistic. Which reply best achieves this?",
            "options": [
              {
                "icon": "💬",
                "label": "This timeline is impossible and you know it."
              },
              {
                "icon": "💬",
                "label": "I don't think you understand how onboarding works."
              },
              {
                "icon": "💬",
                "label": "The dates are fine, I have no concerns."
              },
              {
                "icon": "💬",
                "label": "I want to make sure we're set up for success — is there any flexibility on the current dates?"
              }
            ]
          },
          {
            "question": "Her explanation, while technically accurate, was clearly intended to ____ responsibility for the error.",
            "options": [
              {
                "icon": "🔤",
                "label": "deflect"
              },
              {
                "icon": "🔤",
                "label": "reflect"
              },
              {
                "icon": "🔤",
                "label": "deflate"
              },
              {
                "icon": "🔤",
                "label": "detract"
              }
            ]
          },
          {
            "question": "A new hire asks the IT lead whether they can be given access to the production database on their first day. The lead replies: \"That's not something we'd normally do, but let me look into it.\" What is the lead most likely signalling?",
            "options": [
              {
                "icon": "💬",
                "label": "The request is unlikely to be granted, and the lead is avoiding a flat refusal"
              },
              {
                "icon": "💬",
                "label": "The request has been approved and access will be arranged today"
              },
              {
                "icon": "💬",
                "label": "The lead has not understood what the new hire is asking for"
              },
              {
                "icon": "💬",
                "label": "The lead is irritated and wants the new hire to stop asking questions"
              }
            ]
          },
          {
            "question": "Neither the onboarding schedule nor the training materials ____ ready when the new intake started last Monday.",
            "options": [
              {
                "icon": "🧩",
                "label": "was"
              },
              {
                "icon": "🧩",
                "label": "have been"
              },
              {
                "icon": "🧩",
                "label": "has been"
              },
              {
                "icon": "🧩",
                "label": "were"
              }
            ]
          }
        ],
        [
          {
            "question": "The invoice ____ ready for review.",
            "options": [
              {
                "icon": "🧩",
                "label": "is"
              },
              {
                "icon": "🧩",
                "label": "are"
              },
              {
                "icon": "🧩",
                "label": "am"
              },
              {
                "icon": "🧩",
                "label": "be"
              }
            ]
          },
          {
            "question": "Please ____ the invoice to the customer today.",
            "options": [
              {
                "icon": "🔤",
                "label": "spend"
              },
              {
                "icon": "🔤",
                "label": "borrow"
              },
              {
                "icon": "🔤",
                "label": "sell"
              },
              {
                "icon": "🔤",
                "label": "send"
              }
            ]
          },
          {
            "question": "Read this message: \"The office is closed today.\" - What does the message tell you?",
            "options": [
              {
                "icon": "📄",
                "label": "The office is very busy today."
              },
              {
                "icon": "📄",
                "label": "The office is opening today."
              },
              {
                "icon": "📄",
                "label": "The office is closed every day."
              },
              {
                "icon": "📄",
                "label": "The office is not open today."
              }
            ]
          },
          {
            "question": "Marco has two ____ this month.",
            "options": [
              {
                "icon": "🧩",
                "label": "invoice"
              },
              {
                "icon": "🧩",
                "label": "invoice's"
              },
              {
                "icon": "🧩",
                "label": "invoices'"
              },
              {
                "icon": "🧩",
                "label": "invoices"
              }
            ]
          },
          {
            "question": "Choose the polite way to start a message asking about a bill.",
            "options": [
              {
                "icon": "💬",
                "label": "Give me my bill now."
              },
              {
                "icon": "💬",
                "label": "Bill me now."
              },
              {
                "icon": "💬",
                "label": "Could you help me with my bill, please?"
              },
              {
                "icon": "💬",
                "label": "I want bill."
              }
            ]
          },
          {
            "question": "The payment is due on the ____ of May.",
            "options": [
              {
                "icon": "🔤",
                "label": "five"
              },
              {
                "icon": "🔤",
                "label": "fifty"
              },
              {
                "icon": "🔤",
                "label": "fifth"
              },
              {
                "icon": "🔤",
                "label": "fifthly"
              }
            ]
          },
          {
            "question": "Priya ____ the invoice yesterday afternoon.",
            "options": [
              {
                "icon": "🧩",
                "label": "sends"
              },
              {
                "icon": "🧩",
                "label": "send"
              },
              {
                "icon": "🧩",
                "label": "sending"
              },
              {
                "icon": "🧩",
                "label": "sent"
              }
            ]
          },
          {
            "question": "Please ____ the invoice before you send it.",
            "options": [
              {
                "icon": "🔤",
                "label": "look up"
              },
              {
                "icon": "🔤",
                "label": "look after"
              },
              {
                "icon": "🔤",
                "label": "look forward to"
              },
              {
                "icon": "🔤",
                "label": "look over"
              }
            ]
          },
          {
            "question": "Read this message: \"Hi Tomas, your invoice #4521 was sent on Monday. Please pay by Friday.\" - When is the payment due?",
            "options": [
              {
                "icon": "📄",
                "label": "On Monday."
              },
              {
                "icon": "📄",
                "label": "On Friday."
              },
              {
                "icon": "📄",
                "label": "Next week."
              },
              {
                "icon": "📄",
                "label": "Today."
              }
            ]
          },
          {
            "question": "This month's invoice is ____ than last month's.",
            "options": [
              {
                "icon": "🧩",
                "label": "more high"
              },
              {
                "icon": "🧩",
                "label": "highest"
              },
              {
                "icon": "🧩",
                "label": "high"
              },
              {
                "icon": "🧩",
                "label": "higher"
              }
            ]
          },
          {
            "question": "Choose the best way to ask a colleague to explain a billing term again.",
            "options": [
              {
                "icon": "💬",
                "label": "Say it again."
              },
              {
                "icon": "💬",
                "label": "What?"
              },
              {
                "icon": "💬",
                "label": "Sorry, could you explain that again?"
              },
              {
                "icon": "💬",
                "label": "I don't understand nothing."
              }
            ]
          },
          {
            "question": "If you have a question about your payment, ask your ____.",
            "options": [
              {
                "icon": "🔤",
                "label": "supervisor"
              },
              {
                "icon": "🔤",
                "label": "customer"
              },
              {
                "icon": "🔤",
                "label": "invoice"
              },
              {
                "icon": "🔤",
                "label": "deadline"
              }
            ]
          },
          {
            "question": "Read this notice: \"Step 1: Open the invoice. Step 2: Check the amount. Step 3: Click Approve.\" - What do you do right after checking the amount?",
            "options": [
              {
                "icon": "📄",
                "label": "Open the invoice."
              },
              {
                "icon": "📄",
                "label": "Check the amount again."
              },
              {
                "icon": "📄",
                "label": "Click Approve."
              },
              {
                "icon": "📄",
                "label": "Send an email."
              }
            ]
          },
          {
            "question": "Nadia ____ three invoices so far this week.",
            "options": [
              {
                "icon": "🧩",
                "label": "processed"
              },
              {
                "icon": "🧩",
                "label": "was processing"
              },
              {
                "icon": "🧩",
                "label": "has processed"
              },
              {
                "icon": "🧩",
                "label": "process"
              }
            ]
          },
          {
            "question": "Could you ____ a payment before the end of the day?",
            "options": [
              {
                "icon": "🔤",
                "label": "do"
              },
              {
                "icon": "🔤",
                "label": "take"
              },
              {
                "icon": "🔤",
                "label": "make"
              },
              {
                "icon": "🔤",
                "label": "give"
              }
            ]
          },
          {
            "question": "Read this notice: \"Our billing system will be updated next week. During the update, customers may not be able to view past invoices for a few hours. All payment information will stay safe, and no charges will be affected. We will send an email once the update is complete.\" - What is this notice mainly about?",
            "options": [
              {
                "icon": "📄",
                "label": "A temporary billing system update."
              },
              {
                "icon": "📄",
                "label": "A price increase for customers."
              },
              {
                "icon": "📄",
                "label": "A request for new payment details."
              },
              {
                "icon": "📄",
                "label": "A cancellation of past invoices."
              }
            ]
          },
          {
            "question": "If the customer ____ the invoice today, we will close the account tomorrow.",
            "options": [
              {
                "icon": "🧩",
                "label": "won't pay"
              },
              {
                "icon": "🧩",
                "label": "didn't pay"
              },
              {
                "icon": "🧩",
                "label": "doesn't pay"
              },
              {
                "icon": "🧩",
                "label": "not pay"
              }
            ]
          },
          {
            "question": "Choose the most appropriate way to tell a customer their refund request was declined.",
            "options": [
              {
                "icon": "💬",
                "label": "No, we won't give you money."
              },
              {
                "icon": "💬",
                "label": "Unfortunately, we are unable to approve this refund at this time."
              },
              {
                "icon": "💬",
                "label": "Your request is stupid."
              },
              {
                "icon": "💬",
                "label": "We refuse your request."
              }
            ]
          },
          {
            "question": "The invoice was sent on time; ____, the payment arrived two weeks late.",
            "options": [
              {
                "icon": "🔤",
                "label": "however"
              },
              {
                "icon": "🔤",
                "label": "therefore"
              },
              {
                "icon": "🔤",
                "label": "otherwise"
              },
              {
                "icon": "🔤",
                "label": "although"
              }
            ]
          },
          {
            "question": "Read this passage: \"Samuel checked his account and saw two charges he did not remember making. He contacted the support team immediately and reported both charges. The team told him they would investigate the issue and respond with an answer within three business days.\" - What can you conclude?",
            "options": [
              {
                "icon": "📄",
                "label": "Samuel's account has been closed."
              },
              {
                "icon": "📄",
                "label": "Samuel has not yet received an answer about the charges."
              },
              {
                "icon": "📄",
                "label": "The support team ignored Samuel's report."
              },
              {
                "icon": "📄",
                "label": "Samuel caused the charges himself."
              }
            ]
          },
          {
            "question": "The customer said that her payment ____ the previous day.",
            "options": [
              {
                "icon": "🧩",
                "label": "has been processed"
              },
              {
                "icon": "🧩",
                "label": "is processed"
              },
              {
                "icon": "🧩",
                "label": "was process"
              },
              {
                "icon": "🧩",
                "label": "had been processed"
              }
            ]
          },
          {
            "question": "Read this message: \"We understand that the delay in processing your refund has caused inconvenience, and we sincerely regret this. Our billing team is currently working through a backlog caused by a recent system change, and while we cannot promise an exact date, we are treating your case as a priority. We appreciate your patience and will keep you informed of any progress we make.\" - What does the writer's tone suggest?",
            "options": [
              {
                "icon": "📄",
                "label": "The company refuses to help the customer."
              },
              {
                "icon": "📄",
                "label": "The company is apologetic but cannot guarantee a timeline."
              },
              {
                "icon": "📄",
                "label": "The company blames the customer for the delay."
              },
              {
                "icon": "📄",
                "label": "The company has already solved the problem."
              }
            ]
          },
          {
            "question": "Choose the most diplomatic way to tell a customer their invoice had an error.",
            "options": [
              {
                "icon": "💬",
                "label": "It seems there may have been a small error on the invoice, which we are correcting now."
              },
              {
                "icon": "💬",
                "label": "You made a mistake on your invoice."
              },
              {
                "icon": "💬",
                "label": "The invoice is wrong because of you."
              },
              {
                "icon": "💬",
                "label": "Your invoice is a disaster."
              }
            ]
          },
          {
            "question": "The accountant, ____ has worked here for ten years, approved the refund.",
            "options": [
              {
                "icon": "🧩",
                "label": "that"
              },
              {
                "icon": "🧩",
                "label": "who"
              },
              {
                "icon": "🧩",
                "label": "which"
              },
              {
                "icon": "🧩",
                "label": "whose"
              }
            ]
          },
          {
            "question": "Please ____ us immediately if you notice any unusual charge on your account.",
            "options": [
              {
                "icon": "🔤",
                "label": "notify"
              },
              {
                "icon": "🔤",
                "label": "notice"
              },
              {
                "icon": "🔤",
                "label": "note"
              },
              {
                "icon": "🔤",
                "label": "notation"
              }
            ]
          },
          {
            "question": "Read this passage: \"Diego submitted his expense report on Tuesday, but the finance team returned it because two receipts were missing from the file. He resubmitted the report the next day with the correct documents attached, along with a short note explaining the delay to his supervisor. It was approved within an hour, and Diego received his reimbursement by Friday afternoon, well before the end of the month.\" - In the sentence \"It was approved within an hour,\" what does \"It\" refer to?",
            "options": [
              {
                "icon": "📄",
                "label": "The original expense report."
              },
              {
                "icon": "📄",
                "label": "The resubmitted expense report."
              },
              {
                "icon": "📄",
                "label": "The missing receipts."
              },
              {
                "icon": "📄",
                "label": "The finance team."
              }
            ]
          },
          {
            "question": "Which phrasing is appropriate in a formal email to a new client about an overdue invoice?",
            "options": [
              {
                "icon": "💬",
                "label": "We would like to remind you that invoice #2210 remains unpaid."
              },
              {
                "icon": "💬",
                "label": "Hey, you still owe us money!"
              },
              {
                "icon": "💬",
                "label": "Pay up already."
              },
              {
                "icon": "💬",
                "label": "Where's our cash?"
              }
            ]
          },
          {
            "question": "____ had the payment cleared than the account was reactivated.",
            "options": [
              {
                "icon": "🧩",
                "label": "No sooner"
              },
              {
                "icon": "🧩",
                "label": "Not until"
              },
              {
                "icon": "🧩",
                "label": "Only if"
              },
              {
                "icon": "🧩",
                "label": "As soon"
              }
            ]
          },
          {
            "question": "Read this passage: \"Some managers argue that automated billing reduces errors overall. Yet a recent internal review found that of the twelve billing disputes raised last quarter, nine involved cases where the automated system had misread a discount code. Only three disputes involved manual entry mistakes. This suggests that, contrary to the common assumption, automation itself was the more frequent source of billing errors in this particular period, rather than the solution it was expected to be.\" - What does the evidence in the review actually support?",
            "options": [
              {
                "icon": "📄",
                "label": "Manual entry caused most of the billing errors."
              },
              {
                "icon": "📄",
                "label": "Automated billing eliminated all disputes."
              },
              {
                "icon": "📄",
                "label": "Managers were correct that automation reduces errors."
              },
              {
                "icon": "📄",
                "label": "Automation was the more frequent cause of billing errors that quarter."
              }
            ]
          },
          {
            "question": "Choose the most effective wording for de-escalating an angry customer disputing a charge.",
            "options": [
              {
                "icon": "💬",
                "label": "I hear your frustration, and I'd like to look into this with you right away."
              },
              {
                "icon": "💬",
                "label": "I understand you're upset, but our records show the charge is correct."
              },
              {
                "icon": "💬",
                "label": "I'll pass this on to my manager, who will contact you at some point."
              },
              {
                "icon": "💬",
                "label": "Let's not worry about this charge for now; we can look at it later."
              }
            ]
          },
          {
            "question": "____ the discrepancy earlier, the accountant could have corrected it before the invoice was sent.",
            "options": [
              {
                "icon": "🧩",
                "label": "If he noticed"
              },
              {
                "icon": "🧩",
                "label": "Had he noticed"
              },
              {
                "icon": "🧩",
                "label": "He had noticed"
              },
              {
                "icon": "🧩",
                "label": "Having noticed"
              }
            ]
          },
          {
            "question": "The new billing rates will apply across the board, meaning ____.",
            "options": [
              {
                "icon": "🔤",
                "label": "they affect only new accounts"
              },
              {
                "icon": "🔤",
                "label": "they affect every account equally"
              },
              {
                "icon": "🔤",
                "label": "they might be cancelled soon"
              },
              {
                "icon": "🔤",
                "label": "they are still under discussion"
              }
            ]
          },
          {
            "question": "Read this passage: \"When the finance director reviewed the quarterly report, she noticed that several client accounts had been charged twice for the same service. She flagged this to the billing supervisor, who confirmed that a software update three weeks earlier had duplicated a batch of transactions. He assured her that the affected accounts would be refunded within five business days, and that the underlying issue causing it had already been fixed in the latest patch.\" - In the final clause, what does \"it\" refer to?",
            "options": [
              {
                "icon": "📄",
                "label": "The duplication of transactions."
              },
              {
                "icon": "📄",
                "label": "The quarterly report."
              },
              {
                "icon": "📄",
                "label": "The finance director."
              },
              {
                "icon": "📄",
                "label": "The five-day refund period."
              }
            ]
          },
          {
            "question": "The refund is ____ upon the item being returned within thirty days.",
            "options": [
              {
                "icon": "🔤",
                "label": "mitigated"
              },
              {
                "icon": "🔤",
                "label": "contingent"
              },
              {
                "icon": "🔤",
                "label": "discretionary"
              },
              {
                "icon": "🔤",
                "label": "notwithstanding"
              }
            ]
          },
          {
            "question": "By the time the audit began, the accountant ____ discrepancies for over a week, with several cases still unresolved.",
            "options": [
              {
                "icon": "🧩",
                "label": "has been investigating"
              },
              {
                "icon": "🧩",
                "label": "was investigating"
              },
              {
                "icon": "🧩",
                "label": "had been investigating"
              },
              {
                "icon": "🧩",
                "label": "had investigated"
              }
            ]
          },
          {
            "question": "Read this passage: \"Critics of usage-based billing often assume that unpredictability necessarily undermines customer trust. Our data, however, tells a more nuanced story: customers who received detailed, real-time breakdowns of variable charges reported trust levels comparable to those on fixed-rate plans, even when their bills fluctuated month to month. What appears to erode trust is not variability itself but opacity, the absence of a clear account of why a charge occurred. Where that account is supplied promptly, customers tolerate, and in some cases even prefer, billing that reflects their actual usage rather than a flat, averaged estimate.\" - Which statement does the text actually support?",
            "options": [
              {
                "icon": "📄",
                "label": "Fixed-rate plans always produce higher customer trust than variable billing."
              },
              {
                "icon": "📄",
                "label": "Customers dislike any bill that changes from month to month."
              },
              {
                "icon": "📄",
                "label": "Usage-based billing cannot be made transparent to customers."
              },
              {
                "icon": "📄",
                "label": "Clear explanation of charges matters more to trust than predictable pricing."
              }
            ]
          },
          {
            "question": "A manager wants to signal disapproval of a delayed invoice without directly blaming the employee. Which phrasing best achieves this?",
            "options": [
              {
                "icon": "💬",
                "label": "This invoice is late and that's unacceptable."
              },
              {
                "icon": "💬",
                "label": "You failed to send this invoice on time."
              },
              {
                "icon": "💬",
                "label": "Thanks for sending the invoice this week."
              },
              {
                "icon": "💬",
                "label": "I'm sure there's a reason this invoice went out three weeks late."
              }
            ]
          },
          {
            "question": "The finance team issued a ____ apology after the billing error affected hundreds of accounts.",
            "options": [
              {
                "icon": "🔤",
                "label": "wholesale"
              },
              {
                "icon": "🔤",
                "label": "bulk"
              },
              {
                "icon": "🔤",
                "label": "blanket"
              },
              {
                "icon": "🔤",
                "label": "gross"
              }
            ]
          },
          {
            "question": "A colleague writes: \"The invoice reconciliation only took most of the weekend.\" What does this most likely imply?",
            "options": [
              {
                "icon": "💬",
                "label": "The task was completed quickly and easily."
              },
              {
                "icon": "💬",
                "label": "The task took much longer than expected and was frustrating."
              },
              {
                "icon": "💬",
                "label": "The colleague did not work on the task at all."
              },
              {
                "icon": "💬",
                "label": "The colleague enjoyed working extra hours."
              }
            ]
          },
          {
            "question": "The billing manager, together with her two assistants, ____ reviewing every disputed charge this week.",
            "options": [
              {
                "icon": "🧩",
                "label": "have been"
              },
              {
                "icon": "🧩",
                "label": "were"
              },
              {
                "icon": "🧩",
                "label": "has been"
              },
              {
                "icon": "🧩",
                "label": "are"
              }
            ]
          }
        ],
        [
          {
            "question": "The delivery van ____ in the parking lot.",
            "options": [
              {
                "icon": "🧩",
                "label": "is"
              },
              {
                "icon": "🧩",
                "label": "are"
              },
              {
                "icon": "🧩",
                "label": "am"
              },
              {
                "icon": "🧩",
                "label": "be"
              }
            ]
          },
          {
            "question": "Priya works at the ____. She helps customers with their orders.",
            "options": [
              {
                "icon": "🔤",
                "label": "mountain"
              },
              {
                "icon": "🔤",
                "label": "river"
              },
              {
                "icon": "🔤",
                "label": "warehouse"
              },
              {
                "icon": "🔤",
                "label": "cloud"
              }
            ]
          },
          {
            "question": "Read this notice: \"The office is closed today. Please call us tomorrow.\" - According to the notice, what should the customer do?",
            "options": [
              {
                "icon": "📄",
                "label": "Visit the office"
              },
              {
                "icon": "📄",
                "label": "Send an email now"
              },
              {
                "icon": "📄",
                "label": "Wait at the office"
              },
              {
                "icon": "📄",
                "label": "Call tomorrow"
              }
            ]
          },
          {
            "question": "There is ____ package waiting for Diego at the front desk.",
            "options": [
              {
                "icon": "🧩",
                "label": "an"
              },
              {
                "icon": "🧩",
                "label": "a"
              },
              {
                "icon": "🧩",
                "label": "the"
              },
              {
                "icon": "🧩",
                "label": "some"
              }
            ]
          },
          {
            "question": "Nadia calls the delivery company. What does she say first?",
            "options": [
              {
                "icon": "💬",
                "label": "Goodbye, thank you."
              },
              {
                "icon": "💬",
                "label": "I am angry now."
              },
              {
                "icon": "💬",
                "label": "Where is my money."
              },
              {
                "icon": "💬",
                "label": "Hello, I have a question about my order."
              }
            ]
          },
          {
            "question": "The truck leaves at ____ o'clock every morning.",
            "options": [
              {
                "icon": "🔤",
                "label": "seventh"
              },
              {
                "icon": "🔤",
                "label": "seven"
              },
              {
                "icon": "🔤",
                "label": "seventy"
              },
              {
                "icon": "🔤",
                "label": "seventeen"
              }
            ]
          },
          {
            "question": "Samuel ____ the package to the wrong address yesterday.",
            "options": [
              {
                "icon": "🧩",
                "label": "sends"
              },
              {
                "icon": "🧩",
                "label": "send"
              },
              {
                "icon": "🧩",
                "label": "sending"
              },
              {
                "icon": "🧩",
                "label": "sent"
              }
            ]
          },
          {
            "question": "Aisha will ____ the parcel from the depot tomorrow.",
            "options": [
              {
                "icon": "🔤",
                "label": "pick up"
              },
              {
                "icon": "🔤",
                "label": "pick out"
              },
              {
                "icon": "🔤",
                "label": "pick on"
              },
              {
                "icon": "🔤",
                "label": "pick at"
              }
            ]
          },
          {
            "question": "Read this message: \"Hi Tomas, your order #4521 left the warehouse today. It will arrive on Friday. Thank you for your patience.\" - When will the order arrive?",
            "options": [
              {
                "icon": "📄",
                "label": "Today"
              },
              {
                "icon": "📄",
                "label": "Next Monday"
              },
              {
                "icon": "📄",
                "label": "It already arrived"
              },
              {
                "icon": "📄",
                "label": "On Friday"
              }
            ]
          },
          {
            "question": "This delivery is ____ than the last one - it only took two days.",
            "options": [
              {
                "icon": "🧩",
                "label": "faster"
              },
              {
                "icon": "🧩",
                "label": "fast"
              },
              {
                "icon": "🧩",
                "label": "fastest"
              },
              {
                "icon": "🧩",
                "label": "more fast"
              }
            ]
          },
          {
            "question": "Chen didn't understand the tracking number on the phone. What does she say?",
            "options": [
              {
                "icon": "💬",
                "label": "No, I don't want it."
              },
              {
                "icon": "💬",
                "label": "You are wrong about everything."
              },
              {
                "icon": "💬",
                "label": "Sorry, could you repeat that number, please?"
              },
              {
                "icon": "💬",
                "label": "I already know that."
              }
            ]
          },
          {
            "question": "Lena checks the ____ before she pays the delivery company.",
            "options": [
              {
                "icon": "🔤",
                "label": "suitcase"
              },
              {
                "icon": "🔤",
                "label": "invoice"
              },
              {
                "icon": "🔤",
                "label": "umbrella"
              },
              {
                "icon": "🔤",
                "label": "calendar"
              }
            ]
          },
          {
            "question": "Read these instructions: \"First, scan the barcode. Next, weigh the box. Then print the label and attach it to the package.\" - What should you do right after weighing the box?",
            "options": [
              {
                "icon": "📄",
                "label": "Scan the barcode"
              },
              {
                "icon": "📄",
                "label": "Print the label"
              },
              {
                "icon": "📄",
                "label": "Attach the label"
              },
              {
                "icon": "📄",
                "label": "Send the package"
              }
            ]
          },
          {
            "question": "Marco ____ the customer three times already this morning, but she still hasn't answered.",
            "options": [
              {
                "icon": "🧩",
                "label": "called"
              },
              {
                "icon": "🧩",
                "label": "calls"
              },
              {
                "icon": "🧩",
                "label": "was calling"
              },
              {
                "icon": "🧩",
                "label": "has called"
              }
            ]
          },
          {
            "question": "Priya needs to ____ a complaint about the delayed order.",
            "options": [
              {
                "icon": "🔤",
                "label": "make"
              },
              {
                "icon": "🔤",
                "label": "do"
              },
              {
                "icon": "🔤",
                "label": "take"
              },
              {
                "icon": "🔤",
                "label": "have"
              }
            ]
          },
          {
            "question": "Read this text: \"Our new tracking system lets customers see the exact location of their package at every stage of delivery. Since we introduced it last month, the number of calls to customer support asking 'Where is my order?' has dropped by half. Customers seem to prefer checking the app themselves.\" - What is the main idea of this text?",
            "options": [
              {
                "icon": "📄",
                "label": "The new tracking system has reduced customer support calls."
              },
              {
                "icon": "📄",
                "label": "Customers no longer receive their packages on time."
              },
              {
                "icon": "📄",
                "label": "The company removed the tracking feature."
              },
              {
                "icon": "📄",
                "label": "Customer support calls have increased since last month."
              }
            ]
          },
          {
            "question": "If the package ____ damaged, we will send a replacement immediately.",
            "options": [
              {
                "icon": "🧩",
                "label": "arrives"
              },
              {
                "icon": "🧩",
                "label": "arrived"
              },
              {
                "icon": "🧩",
                "label": "will arrive"
              },
              {
                "icon": "🧩",
                "label": "would arrive"
              }
            ]
          },
          {
            "question": "Nadia must tell a customer the item is out of stock. What should she write?",
            "options": [
              {
                "icon": "💬",
                "label": "We don't have it, so that's your problem."
              },
              {
                "icon": "💬",
                "label": "Unfortunately, this item is currently out of stock, but we expect more stock next week."
              },
              {
                "icon": "💬",
                "label": "You should have ordered earlier."
              },
              {
                "icon": "💬",
                "label": "It's not our fault, ask someone else."
              }
            ]
          },
          {
            "question": "The courier arrived late; ____, the customer still received the order the same day.",
            "options": [
              {
                "icon": "🔤",
                "label": "however"
              },
              {
                "icon": "🔤",
                "label": "although"
              },
              {
                "icon": "🔤",
                "label": "therefore"
              },
              {
                "icon": "🔤",
                "label": "otherwise"
              }
            ]
          },
          {
            "question": "Read this text: \"Samuel ordered a new laptop on Monday afternoon. The company's website states that delivery normally takes three business days from the order date. By Friday morning, Samuel still had not received any shipping confirmation email from the company. Feeling worried, he decided to contact customer support directly to ask about the status of his order.\" - Based on the passage, what can we infer about Samuel's order?",
            "options": [
              {
                "icon": "📄",
                "label": "It arrived exactly three days after he ordered it."
              },
              {
                "icon": "📄",
                "label": "Samuel cancelled the order himself."
              },
              {
                "icon": "📄",
                "label": "The company never sends confirmation emails to anyone."
              },
              {
                "icon": "📄",
                "label": "It has taken longer than the delivery time the company usually promises."
              }
            ]
          },
          {
            "question": "The manager said that the shipment ____ before the end of the week.",
            "options": [
              {
                "icon": "🧩",
                "label": "will be delivered"
              },
              {
                "icon": "🧩",
                "label": "would be delivered"
              },
              {
                "icon": "🧩",
                "label": "is delivered"
              },
              {
                "icon": "🧩",
                "label": "delivered"
              }
            ]
          },
          {
            "question": "Read this text: \"Although our courier partner promises next-day delivery, three of our last five shipments to the north region arrived two days late, with no explanation offered. Customers have started leaving negative reviews, and our support team is spending more time apologising than solving problems. It might be time to reconsider whether this partnership is still worth the cost, despite the discount we currently receive on bulk shipments.\" - What does the writer imply about the courier partnership?",
            "options": [
              {
                "icon": "📄",
                "label": "The writer is fully satisfied with the courier's performance."
              },
              {
                "icon": "📄",
                "label": "The writer believes the discount makes any delay acceptable."
              },
              {
                "icon": "📄",
                "label": "The writer is doubtful that the partnership should continue."
              },
              {
                "icon": "📄",
                "label": "The writer has already ended the partnership."
              }
            ]
          },
          {
            "question": "Aisha wants to tell a customer the refund will take longer than usual, without sounding rude. Which is best?",
            "options": [
              {
                "icon": "💬",
                "label": "The refund is late, that's just how it is."
              },
              {
                "icon": "💬",
                "label": "You will have to wait, there is nothing I can do."
              },
              {
                "icon": "💬",
                "label": "Refunds are always slow, so don't complain."
              },
              {
                "icon": "💬",
                "label": "I'm afraid the refund may take a little longer than expected; thank you for your patience."
              }
            ]
          },
          {
            "question": "The warehouse, ____ is located near the airport, handles all international shipments.",
            "options": [
              {
                "icon": "🧩",
                "label": "which"
              },
              {
                "icon": "🧩",
                "label": "that"
              },
              {
                "icon": "🧩",
                "label": "who"
              },
              {
                "icon": "🧩",
                "label": "whom"
              }
            ]
          },
          {
            "question": "The system will automatically ____ the customer when their package is out for delivery.",
            "options": [
              {
                "icon": "🔤",
                "label": "notice"
              },
              {
                "icon": "🔤",
                "label": "note"
              },
              {
                "icon": "🔤",
                "label": "notify"
              },
              {
                "icon": "🔤",
                "label": "mention"
              }
            ]
          },
          {
            "question": "Read this message: \"When Diego opened the box, he found that the item inside did not match what he had ordered. He immediately took a photo of it and sent it to customer support along with his order number. Within a few hours, a representative replied, apologising for the mix-up and explaining that a replacement would be shipped the next day at no extra charge.\" - In the sentence 'He immediately took a photo of it and sent it to customer support,' what does 'it' refer to?",
            "options": [
              {
                "icon": "📄",
                "label": "The order number"
              },
              {
                "icon": "📄",
                "label": "The customer support team"
              },
              {
                "icon": "📄",
                "label": "The item that did not match his order"
              },
              {
                "icon": "📄",
                "label": "The box the item came in"
              }
            ]
          },
          {
            "question": "Which phrasing is appropriate for a formal email to a business client about a delayed shipment?",
            "options": [
              {
                "icon": "💬",
                "label": "Sorry, we messed up, it happens sometimes."
              },
              {
                "icon": "💬",
                "label": "Oops, your stuff is late again, my bad."
              },
              {
                "icon": "💬",
                "label": "Yeah, the delivery's running behind, no big deal."
              },
              {
                "icon": "💬",
                "label": "We sincerely apologise for the delay and are working to resolve it as quickly as possible."
              }
            ]
          },
          {
            "question": "____ had the courier left the depot when the storm forced all deliveries to stop.",
            "options": [
              {
                "icon": "🧩",
                "label": "No sooner"
              },
              {
                "icon": "🧩",
                "label": "Not until"
              },
              {
                "icon": "🧩",
                "label": "Hardly"
              },
              {
                "icon": "🧩",
                "label": "Only when"
              }
            ]
          },
          {
            "question": "Read this text: \"Management claims that the new routing software has significantly improved on-time delivery rates across all regions. However, the data shared with staff only covers the two best-performing depots, both of which were already outperforming the network average well before the software was ever introduced. No figures have been released for the twelve depots that struggled most last quarter, despite repeated requests from regional supervisors who wanted to see a complete, fair comparison across the entire network.\" - What is the implied argument of this passage?",
            "options": [
              {
                "icon": "📄",
                "label": "The new software has clearly failed in every depot."
              },
              {
                "icon": "📄",
                "label": "The twelve struggling depots refused to share their data."
              },
              {
                "icon": "📄",
                "label": "The evidence for management's claim is incomplete and may be misleading."
              },
              {
                "icon": "📄",
                "label": "Regional supervisors agree completely with management's claim."
              }
            ]
          },
          {
            "question": "A customer is furious that their order was cancelled without notice. Which reply best manages the escalation professionally?",
            "options": [
              {
                "icon": "💬",
                "label": "There's nothing we can do, you'll have to accept it."
              },
              {
                "icon": "💬",
                "label": "I understand your frustration, and I'd like to look into exactly what went wrong so we can put this right."
              },
              {
                "icon": "💬",
                "label": "You're overreacting, cancellations happen all the time."
              },
              {
                "icon": "💬",
                "label": "If you keep shouting, I can't help you."
              }
            ]
          },
          {
            "question": "____ delayed by customs, the shipment finally reached the client two weeks later than planned.",
            "options": [
              {
                "icon": "🧩",
                "label": "Having"
              },
              {
                "icon": "🧩",
                "label": "Having been"
              },
              {
                "icon": "🧩",
                "label": "Been"
              },
              {
                "icon": "🧩",
                "label": "Delaying"
              }
            ]
          },
          {
            "question": "Several new delivery routes are ____ and should launch within the next quarter.",
            "options": [
              {
                "icon": "🔤",
                "label": "on the table"
              },
              {
                "icon": "🔤",
                "label": "in the pipeline"
              },
              {
                "icon": "🔤",
                "label": "off the record"
              },
              {
                "icon": "🔤",
                "label": "under the weather"
              }
            ]
          },
          {
            "question": "Read this text: \"The regional supervisor reviewed the complaint logs from the past month and noticed a pattern: most delays were linked to a single sorting facility. He flagged this to the operations director, who initially dismissed the concern, arguing that seasonal volume was the more likely cause. It was only after a second, independent audit confirmed his findings that she agreed to investigate the facility's equipment, which turned out to be outdated and frequently malfunctioning.\" - In the passage, who does 'she' refer to in 'that she agreed to investigate'?",
            "options": [
              {
                "icon": "📄",
                "label": "The regional supervisor"
              },
              {
                "icon": "📄",
                "label": "An independent auditor"
              },
              {
                "icon": "📄",
                "label": "A customer who complained"
              },
              {
                "icon": "📄",
                "label": "The operations director"
              }
            ]
          },
          {
            "question": "Approval of the emergency shipment is ____ upon the warehouse manager's final sign-off.",
            "options": [
              {
                "icon": "🔤",
                "label": "contingent"
              },
              {
                "icon": "🔤",
                "label": "discretionary"
              },
              {
                "icon": "🔤",
                "label": "mitigating"
              },
              {
                "icon": "🔤",
                "label": "notwithstanding"
              }
            ]
          },
          {
            "question": "Which sentence is grammatically correct?",
            "options": [
              {
                "icon": "🧩",
                "label": "Logistics, as a discipline, have become essential to every business strategy."
              },
              {
                "icon": "🧩",
                "label": "The logistics, as a discipline, has become essential to every business strategy."
              },
              {
                "icon": "🧩",
                "label": "Logistics, as a discipline, has become essential to every business strategy."
              },
              {
                "icon": "🧩",
                "label": "A logistics, as a discipline, has become essential to every business strategy."
              }
            ]
          },
          {
            "question": "Read this text: \"It would be premature to conclude that the recent dip in on-time delivery figures reflects a systemic failure in the logistics network. While isolated facilities have underperformed, the aggregate data suggests these are localized disruptions rather than evidence of a broader collapse. That said, dismissing the figures entirely as noise would be equally unwarranted, given that three consecutive months of decline is not easily explained by chance alone. A more measured reading is that something has shifted, even if its precise scope and cause remain, for now, unclear.\" - Which statement does the text actually support?",
            "options": [
              {
                "icon": "📄",
                "label": "The decline proves the logistics network has completely collapsed."
              },
              {
                "icon": "📄",
                "label": "The decline is definitely just random chance and should be ignored."
              },
              {
                "icon": "📄",
                "label": "The decline is real but its full extent and cause are not yet certain."
              },
              {
                "icon": "📄",
                "label": "The decline only affects one facility and nowhere else."
              }
            ]
          },
          {
            "question": "A manager wants to signal disapproval of a late shipment report without directly criticising the employee. Which phrasing best achieves this?",
            "options": [
              {
                "icon": "💬",
                "label": "This report is late, which is completely unacceptable."
              },
              {
                "icon": "💬",
                "label": "Late again. Do better next time."
              },
              {
                "icon": "💬",
                "label": "I don't care when you send it, just send it."
              },
              {
                "icon": "💬",
                "label": "I noticed this came in rather later than usual - is everything alright on your end?"
              }
            ]
          },
          {
            "question": "The audit found several ____ in the shipping records that needed to be corrected before the report could be finalised.",
            "options": [
              {
                "icon": "🔤",
                "label": "discrepancies"
              },
              {
                "icon": "🔤",
                "label": "disagreements"
              },
              {
                "icon": "🔤",
                "label": "differences"
              },
              {
                "icon": "🔤",
                "label": "distinctions"
              }
            ]
          },
          {
            "question": "After a shipment was delayed by three weeks and arrived damaged, a manager wrote: 'This hasn't quite gone according to plan.' What does this sentence most likely convey?",
            "options": [
              {
                "icon": "💬",
                "label": "A minor issue that barely matters."
              },
              {
                "icon": "💬",
                "label": "Genuine satisfaction with how things went."
              },
              {
                "icon": "💬",
                "label": "A serious problem, described with deliberate understatement."
              },
              {
                "icon": "💬",
                "label": "Confusion about what happened at all."
              }
            ]
          },
          {
            "question": "Which sentence is grammatically correct?",
            "options": [
              {
                "icon": "🧩",
                "label": "Neither the driver nor the dispatchers was informed about the route change."
              },
              {
                "icon": "🧩",
                "label": "Neither the driver nor the dispatchers were informed about the route change."
              },
              {
                "icon": "🧩",
                "label": "Neither the driver nor the dispatchers has been informed about the route change."
              },
              {
                "icon": "🧩",
                "label": "Neither the driver or the dispatchers were informed about the route change."
              }
            ]
          }
        ]
      ],
      "results": {
        "below_a1": {
          "name": "Under A1 — ikke brukbart skrevet engelsk ennå",
          "desc": "Denne poengsummen ligger under A1-grensen, så skrevet engelsk er ikke ennå et praktisk verktøy her. Et par kjente ord og fraser kan være gjenkjennelige, men å lese en vanlig arbeids-e-post og skrive et svar som en kollega kunne handle på, ligger utenfor rekkevidde for øyeblikket. Det er verdt å vite når du leser dette tallet: testen har fire valg per spørsmål, så å svare tilfeldig tjener omtrent en fjerdedel av poengene av seg selv. Et resultat i dette bånd ligger nær denne grensen, noe som gjør det til en uttalelse om at ingen brukbar skreven engelsk ble vist, snarere enn en måling av et bestemt nivå.",
          "recommendation": "Start med grunnlaget for daglig skrevet engelsk snarere enn med arbeidsmateriell: presens, grunnleggende spørsmålsformer, tall, datoer og tid, og de få hundre ordene som dekker hilsener, forespørsler og enkle beskrivelser. Et strukturert nybegynnerkurs overgår immersjon på dette stadiet, fordi immersjon uten et grunnlag er stort sett støy. Ta denne testen på nytt etter noen få måneder med jevn læring — fremskrittet vil være synlig.",
          "canDo": [
            "Kjenne igjen noen få kjente ord og faste uttrykk i en kort, enkel tekst",
            "Fylle ut et skjema med grunnleggende personopplysninger som navn, dato eller adresse",
            "Følge en veldig kort instruksjon når den er skrevet på enkelt språk"
          ],
          "notYet": [
            "Lese en vanlig arbeids-e-post og handle på den uten hjelp",
            "Skrive et svar som en kollega kan bruke, selv om det er kort"
          ]
        },
        "a1": {
          "name": "A1 — Nybegynner",
          "desc": "På A1 kan du kjenne igjen og bruke kjente daglige uttrykk og veldig grunnleggende fraser i skrift. På jobben strekker det seg til å forstå en kort instruksjon skrevet på enkelt språk og fullføre et skjema med personopplysninger. Det når ikke ennå til å lese en kundes melding og svare på den. Skrevet engelsk er ikke ennå pålitelig for noen rolle som innebærer å kommunisere skriftlig uten at noen sjekker resultatet.",
          "recommendation": "Bygg grunnlaget før spesialisering: presens og preteritum, de vanligste 500 til 1000 ordene, og korte funksjonelle setninger — å be om noe, fortelle hva som skjedde, gi enkle retninger. Kort daglig praksis flytter A1 til A2 betydelig raskere enn sporadiske lange økter, fordi på dette nivået er flaskehalsen hastigheten på gjenkallingen, ikke forståelsen.",
          "canDo": [
            "Forstå korte, enkle meldinger bygget fra daglige ord",
            "Skrive noen få enkle setninger om seg selv, sin rolle eller sin dag",
            "Håndtere skriftlig rutine som gjentar seg: skiftnotat, sjekkliste, standardskjema"
          ],
          "notYet": [
            "Følge en arbeids-e-post som forklarer en endring eller gir en grunn",
            "Skrive noe som en leser kan handle på uten å behøve å spørre"
          ]
        },
        "a2": {
          "name": "A2 — Grunnleggende",
          "desc": "På A2 kan du forstå setninger og ofte brukte uttrykk om kjente forhold, og skrive korte, enkle notater og meldinger om umiddelbare behov. På jobben dekker det en rutinemessig internmelding, en enkel statusoppdatering og et skjema med forutsigbare felt. Det som det ikke dekker, er uplanlagt skriftlig kommunikasjon: en uventet klage, en tvetydig forespørsel eller en melding som krever takt, vil pleie å mislykkes — ikke fordi grammatikken feiler, men fordi uttrykksrepertaret tar slutt akkurat der situasjonen blir vanskelig.",
          "recommendation": "Gå fra enkle setninger til korte, sammenhengede avsnitt. Øv deg på bindingsordene som holder arbeidsskriving sammen (fordi, så, imidlertid, selv om), fortid og fremtid, og høflige måter å be om noe på. Å lese en kort artikkel hver dag og oppsummere den med dine egne ord i tre setninger, er den mest effektive broen fra A2 til B1, fordi det trener både lesing og produksjon.",
          "canDo": [
            "Lese kort, rutinemessig arbeidstekst — en tidsplan, en enkel instruksjon, en kjent forespørsel",
            "Skrive en kort, klar e-post om en kjent oppgave",
            "Si hva som skjedde, hva som er planlagt, og hva de trenger, i enkle setninger"
          ],
          "notYet": [
            "Følge en lengre melding som inneholder vilkår, unntak eller underforstått betydning",
            "Tilpasse tonen for en kunde, en leder og en kollega uten å miste klarhet"
          ]
        },
        "b1": {
          "name": "B1 — Mellomliggende",
          "desc": "På B1 kan du håndtere de fleste situasjoner som oppstår i kjente omgivelser og skrive klar, sammenhengende tekst om kjente emner. I arbeidet betyr det rutinemessig skriftlig støtte på et produkt du kjenner, etter en dokumentert prosess, og eskalering når noe faller utenfor. Grensen for B1 vises i det ukjente og følsomme: tone under press, implisitt betydning og tett eller idiomatisk kildemateriale er ennå ikke pålitelig. For en rolle der ett skriftlig svar går til en kunde uten gjennomgang, trenger B1 vanligvis et sikkerhetsnett.",
          "recommendation": "Steget fra B1 til B2 handler mest om rekkevidde og presisjon, ikke flere grammatikkeregler. Les engelsk som jobben faktisk bruker — ekte kundeeposte, ekte dokumentasjon, ikke lærebokdialog — og skriv svar til dem. Konsentrer deg om ordforråd fra ditt område, om å kontrollere tone med vilje (bestemt, unnskyldende, nøytral), og om å lese lengre tekster for spesifikke detaljer i stedet for generell betydning.",
          "canDo": [
            "Les og handle på de fleste daglige arbeidseposte og intern dokumentasjon på egenhånd",
            "Skriv en tydelig melding som forklarer et problem, årsaken til det og hva de trenger videre",
            "Håndter skriftlig støtte eller koordinering på kjente emner uten gjennomgang"
          ],
          "notYet": [
            "Gripe nyanser pålitelig — implikasjon, forbehold, den høflige avslaget som aldri sier nei",
            "Skriv til en ekstern klient om noe følsomt uten at noen sjekker det"
          ]
        },
        "b2": {
          "name": "B2 — Øvre mellomtrinn",
          "desc": "På B2 kan du forstå hovedideene i kompleks tekst, inkludert en teknisk diskusjon på ditt område, og produsere klar, detaljert skriving med et synspunkt du kan forsvare. I arbeidet er dette nivået der noen håndterer en kundesamtale skriftlig på egenhånd: de leser meldinger som er irriterte, tvetydige eller dårlig skrevne, finner ut hva som faktisk blir spurt om, og svarer på en tone som passer. B2 er den vanlige standarden for fjernskriftlig kundestøtte, og dette resultatet er på eller over det.",
          "recommendation": "På B2 snevrer det nyttige arbeidet seg heller enn at det utvider seg — idiomatiske uttrykk, registertype og konvensjoner for den spesifikke rollen betyr mer enn generell øving. Les utmerkede eksempler på skrivingen jobben din krever og etterlign dem nøye. Flyttingen mot C1 handler om implisitt betydning: hva en melding antyder snarere enn sier, og å holde skrivingen klar når emnet selv er komplisert.",
          "canDo": [
            "Les ukjente arbeidsdokumenter og trekk ut det som betyr noe uten hjelp",
            "Skriv til kunder og kolleger i rett registertype, med vilje",
            "Argumenter for et standpunkt skriftlig, ta imot uenighet og hold samtalen sivilisert"
          ],
          "notYet": [
            "Skriv med samme presisjon som en spesialistforfatter på tett eller teknisk kildetekst",
            "Stol bare på instinkt når det gjelder idiom og registertype i kritisk skriving"
          ]
        },
        "c1": {
          "name": "C1 — Avansert",
          "desc": "På C1 kan du forstå krevende, lengre tekster og gripe implisitt betydning, og skrive klar, velstrukturert, detaljert tekst om komplekse emner. I arbeidet dekker det en vanskelig samtale uten manus, skriving som andre mennesker vil stole på — dokumentasjon, en policynota, et eskaljeringssammendrag — og skifte registertype med vilje mellom en kunde, en kollega og en sjef. På dette nivået har skriftlig engelsk sluttet å være en grense for hva rollen kan være.",
          "recommendation": "Videre studier på C1 er spesialisering snarere enn reparasjon. Dybde i registertypene arbeidet trenger — juridisk, medisinsk, teknisk, kommersiell — er verdt mer enn generell øving, og det samme gjelder bevisst eksponering for varianter av engelsk som leserne dine faktisk skriver, inkludert ikke-innfødt varianter som utgjør det meste av internasjonale forretningsbrev.",
          "canDo": [
            "Arbeide med skriftlig engelsk på ukjent og spesialistmateriale uten vanskeligheter",
            "Skriv for å overtale, forhandle eller dempe ned, med tone under bevisst kontroll",
            "Rediger og forbedre skriftlig engelsk fra andre"
          ],
          "notYet": [
            "Gjengi de siste få prosentene av innfødt idiom under tidspress uten da og da en glipp"
          ]
        },
        "c2": {
          "name": "C2 — Dyktig",
          "desc": "På C2 kan du forstå praktisk talt alt du leser med letthet og uttrykke deg presist, holde finere nyanser av betydning selv i komplekse situasjoner. I arbeidet betyr det å sette standarden for andres skriving: redigering, gjennomgang, utarbeiding av maler og tonen, og håndtering av utvekslinger der ett galt ord er dyrt. En grense som er verdt å si klart på dette nivået: denne testen måler bare skriftlig engelsk, så et C2-resultat sier ingenting om aksent, lytting eller talt flyt.",
          "recommendation": "Det finnes ingen generell læringsfase utover dette. Veien videre er praktisk — skriving som må overtale, skriving som må tåle juridisk gjennomgang, eller coaching av andres skriftlig engelsk. Hvis dette er en ansettelsessituasjon, er det verdt å spørre om denne personen burde gjennomgå andres skriftlig arbeid i stedet for bare å produsere det.",
          "canDo": [
            "Håndter alt skriftlig engelsk arbeidsplassen produserer, inkludert tett og dårlig skreven kildetekst",
            "Skifte registertype, tone og implikasjon som en erfaren innfødt skribent",
            "Eie skriftlig engelsk som ansvar: standarder, redigering, endelig godkjenning"
          ],
          "notYet": [
            "Ingenting i skriftlig engelsk er utenfor rekkevidden på dette nivået. Det gjenstår tale og lytting, som denne testen aldri vurderte."
          ]
        }
      },
      "retakePrompt": {
        "lastResult": "Ditt siste resultat:",
        "evolvedHint": "Skriftlig engelsk forbedres med lesing og praksis — en ny gjennomføring etter noen måneders studier viser det vanligvis.",
        "retakeButton": "Gjennomfør testen på nytt"
      },
      "subscales": {
        "grammar": {
          "name": "Grammatikk og struktur",
          "desc": "Formene som holder en setning sammen — tempus, kongruens, ordrekkefølge og setningen i setningen."
        },
        "vocabulary": {
          "name": "Omfang av ordforråd",
          "desc": "Hvor presist et ord kan velges, ikke bare hvor mange ord som gjenkjennes."
        },
        "reading": {
          "name": "Leseforståelse",
          "desc": "Hva som kan utvinnes fra en realistisk tekst, inkludert den detaljen som en leser må handle etter."
        },
        "functional": {
          "name": "Daglig bruk på arbeidsplassen",
          "desc": "Språkregisteret i en e-post, en overleveringsmelding eller en forespørsel til en kollega — engelsk som dominerer det meste av arbeidsdagen."
        }
      },
      "resultUi": {
        "yourLevel": "Ditt skriftlig engelsksnivå",
        "scaleLabel": "CEFR-skalaen",
        "belowScale": "under A1",
        "canDoTitle": "Hva denne personen kan gjøre på jobb, skriftlig",
        "notYetTitle": "Ikke ennå, på dette nivået",
        "areasTitle": "De fire områdene som utgjør nivået",
        "nextTitle": "Hva som påvirker nivået",
        "scoreNote": "{pct}% av oppgavene riktig. Nivået er resultatet — denne prosenten viser bare hvordan det ble oppnådd.",
        "areaLevel": {
          "nearPerfect": "Nesten perfekt",
          "strong": "Sterk",
          "mixed": "Blandet",
          "patchy": "Ujevn",
          "weak": "Svak"
        }
      }
    }
  },
  "testNames": {
    "english-proficiency": "Test i engelskferdigheter"
  }
}