{
  "assessmentTests": {
    "english_proficiency": {
      "name": "ఇంగ్లీష్ ప్రావీణ్య పరీక్ష",
      "desc": "మీ లిఖిత ఆంగ్లం CEFR స్కేల్‌లో A1 నుండి C2 వరకు ఎక్కడ నిలుస్తుందో తెలుసుకోండి — వ్యాకరణం, పదజాలం, చదవడం మరియు రోజువారీ కార్యాలయ వినియోగం, 40 ప్రశ్నల్లో.",
      "recommendation": "మీ లిఖిత ఆంగ్ల స్థాయి",
      "scope": {
        "title": "ఈ పరీక్ష దేనిని కొలుస్తుంది — మరియు దేనిని కొలవదు",
        "measures": "లిఖిత ఆంగ్లం: వ్యాకరణం, పదజాలం, చదివి అర్థం చేసుకునే సామర్థ్యం, మరియు రోజువారీ పని వ్యవహారాల ఆచరణాత్మక భాష — అడగడం, తిరస్కరించడం, క్షమాపణ చెప్పడం, వివరించడం.",
        "excludes": "వినికిడి మరియు మాట్లాడే నైపుణ్యాలు ఇందులో కొలవబడవు. CEFR నాలుగు నైపుణ్యాలలో రెండు ఈ పరీక్షలో అసలు లేవు కాబట్టి, ఫలితం లిఖిత ఆంగ్లానికి సంబంధించిన ఒక శ్రేణి మాత్రమే, భాష మొత్తానికి సంబంధించిన CEFR స్థాయి కాదు.",
        "standing": "ఇది ప్రచురించబడిన CEFR 'చేయగలిగేది' వివరణలతో సరిపోల్చిన ఒక స్క్రీనింగ్ సాధనం. ఇది గుర్తింపు పొందిన ధృవీకరణ కాదు మరియు Cambridge, IELTS లేదా TOEFL పరీక్షలకు సమానమైనది కాదు — ఆ పరీక్షలు పర్యవేక్షణలో నిర్వహించబడతాయి, నాలుగు నైపుణ్యాలను కవర్ చేస్తాయి, మరియు ధృవపత్రాలు జారీ చేస్తాయి. దీన్ని ఎవరితో మాట్లాడాలో నిర్ణయించుకోవడానికి వాడండి, ఎవరినైనా ధృవీకరించడానికి కాదు."
      },
      "results": {
        "below_a1": {
          "name": "A1 కంటే దిగువ — ఇంకా ఉపయోగపడే లిఖిత ఆంగ్లం లేదు",
          "desc": "ఈ స్కోరు A1 థ్రెషోల్డ్ కంటే దిగువన ఉంది, కాబట్టి లిఖిత ఆంగ్లం ఇంకా ఇక్కడ పనిచేసే సాధనంగా లేదు. కొన్ని పరిచయమైన పదాలు మరియు పదబంధాలు గుర్తించగలిగినా, ఒక సాధారణ పని ఇమెయిల్ చదివి, సహోద్యోగి చర్య తీసుకోగలిగే జవాబు రాయడం ప్రస్తుతానికి అందుబాటులో లేదు. ఈ సంఖ్యను చదివేటప్పుడు తెలుసుకోవలసింది: ఈ పరీక్షలో ప్రతి ప్రశ్నకు నాలుగు ఎంపికలు ఉంటాయి, కాబట్టి యాదృచ్ఛికంగా జవాబిస్తే కూడా దాదాపు నాలుగో వంతు మార్కులు వస్తాయి. ఈ శ్రేణిలోని ఫలితం ఆ రేఖకు దగ్గరగా ఉంటుంది, అంటే ఇది ఒక నిర్దిష్ట స్థాయిని కొలవడం కాదు, ఉపయోగపడే లిఖిత ఆంగ్లం ప్రదర్శించబడలేదని చెప్పే ప్రకటన మాత్రమే.",
          "recommendation": "పని సంబంధిత విషయాలతో కాకుండా, రోజువారీ లిఖిత ఆంగ్లం యొక్క పునాదులతో మొదలుపెట్టండి: present simple కాలం, ప్రాథమిక ప్రశ్న రూపాలు, సంఖ్యలు, తేదీలు మరియు సమయాలు, మరియు శుభాకాంక్షలు, అభ్యర్థనలు, సాధారణ వివరణలను కవర్ చేసే కొన్ని వందల పదాలు. ఈ దశలో నిర్మాణాత్మక ప్రాథమిక కోర్సు, పూర్తిగా భాషలో మునిగిపోవడం కంటే మెరుగైనది, ఎందుకంటే పునాది లేకుండా మునిగిపోవడం చాలావరకు గందరగోళమే అవుతుంది. కొన్ని నెలల స్థిరమైన అధ్యయనం తర్వాత ఈ పరీక్షను మళ్ళీ తీసుకోండి — పురోగతి స్పష్టంగా కనిపిస్తుంది.",
          "canDo": [
            "చిన్న, సరళమైన వచనంలో కొన్ని పరిచయమైన పదాలు మరియు స్థిర పదబంధాలను గుర్తించడం",
            "పేరు, తేదీ లేదా చిరునామా వంటి ప్రాథమిక వ్యక్తిగత వివరాలతో ఒక ఫారం నింపడం",
            "సాధారణ పదాలలో రాసిన ఒక చాలా చిన్న సూచనను అర్థం చేసుకుని పాటించడం"
          ],
          "notYet": [
            "సహాయం లేకుండా ఒక సాధారణ పని ఇమెయిల్ చదివి దానిపై చర్య తీసుకోవడం",
            "సహోద్యోగి ఉపయోగించగలిగే జవాబు రాయడం, చిన్నదైనా సరే"
          ]
        },
        "a1": {
          "name": "A1 — ప్రారంభ స్థాయి",
          "desc": "A1 స్థాయిలో మీరు పరిచయమైన రోజువారీ వ్యక్తీకరణలను మరియు చాలా ప్రాథమిక పదబంధాలను గుర్తించి, రాతలో వాడగలరు. పనిలో ఇది సాధారణ పదాలలో రాసిన చిన్న సూచనను అర్థం చేసుకోవడం మరియు వ్యక్తిగత వివరాలతో ఫారం పూర్తి చేయడం వరకు విస్తరిస్తుంది. ఇది ఇంకా కస్టమర్ సందేశాన్ని చదివి దానికి జవాబివ్వడం వరకు చేరదు. ఫలితాన్ని ఎవరూ తనిఖీ చేయకుండా రాతపూర్వకంగా సంభాషించాల్సిన ఏ పాత్రకైనా లిఖిత ఆంగ్లం ఇంకా నమ్మదగినది కాదు.",
          "recommendation": "ప్రత్యేకత కంటే ముందు మూల పునాదిని నిర్మించండి: present మరియు past simple కాలాలు, అత్యంత సాధారణమైన 500 నుండి 1,000 పదాలు, మరియు చిన్న ఆచరణాత్మక వాక్యాలు — ఏదైనా అడగడం, ఏమి జరిగిందో చెప్పడం, సాధారణ దిశానిర్దేశాలు ఇవ్వడం. అప్పుడప్పుడు జరిగే పొడవైన సెషన్ల కంటే చిన్న రోజువారీ అభ్యాసం A1 నుండి A2కి చాలా వేగంగా చేరుస్తుంది, ఎందుకంటే ఈ స్థాయిలో అడ్డంకి అర్థం చేసుకోవడం కాదు, గుర్తుకు తెచ్చుకునే వేగం.",
          "canDo": [
            "రోజువారీ పదాలతో నిర్మించిన చిన్న, సరళమైన సందేశాలను అర్థం చేసుకోవడం",
            "తమ గురించి, తమ పాత్ర గురించి లేదా తమ రోజు గురించి కొన్ని సాధారణ వాక్యాలు రాయడం",
            "పునరావృతమయ్యే లిఖిత నిత్యకృత్యాలను నిర్వహించడం: షిఫ్ట్ నోట్, చెక్‌లిస్ట్, ప్రామాణిక ఫారం"
          ],
          "notYet": [
            "ఒక మార్పును వివరించే లేదా కారణం చెప్పే పని ఇమెయిల్‌ను అర్థం చేసుకోవడం",
            "తిరిగి వచ్చి తనిఖీ చేయకుండానే పాఠకుడు చర్య తీసుకోగలిగేలా ఏదైనా రాయడం"
          ]
        },
        "a2": {
          "name": "A2 — ప్రాథమిక స్థాయి",
          "desc": "A2 స్థాయిలో మీరు పరిచయమైన విషయాల గురించి వాక్యాలను మరియు తరచుగా వాడే వ్యక్తీకరణలను అర్థం చేసుకోగలరు, మరియు తక్షణ అవసరాల గురించి చిన్న, సరళమైన నోట్లు మరియు సందేశాలు రాయగలరు. పనిలో ఇది ఒక నిత్యకృత్య అంతర్గత సందేశం, సాధారణ స్థితి నవీకరణ, మరియు ఊహించదగిన ఫీల్డులు గల ఫారంను కవర్ చేస్తుంది. ఇది కవర్ చేయనిది స్క్రిప్ట్ లేని లిఖిత సంభాషణ: ఊహించని ఫిర్యాదు, అస్పష్టమైన అభ్యర్థన, లేదా జాగ్రత్త అవసరమైన సందేశం సాధారణంగా తప్పుదోవ పడతాయి — వ్యాకరణం విఫలమవడం వల్ల కాదు, పరిస్థితి కష్టతరమయ్యే సరిగ్గా ఆ చోటనే వ్యక్తీకరణ పరిధి అయిపోవడం వల్ల.",
          "recommendation": "ఒంటరి వాక్యాల నుండి చిన్న అనుసంధానిత పేరాగ్రాఫ్‌లకు మారండి. కార్యాలయ రచనను ఒకదానితో ఒకటి కలిపి ఉంచే అనుసంధాన పదాలను (because, so, however, although) అభ్యసించండి, past మరియు future కాలాలను, మరియు మర్యాదపూర్వక అభ్యర్థన రూపాలను. ప్రతిరోజూ ఒక చిన్న వ్యాసం చదివి దాన్ని మీ సొంత మూడు వాక్యాలలో సంక్షిప్తం చేయడం A2 నుండి B1కి అత్యంత సమర్థవంతమైన వారధి, ఎందుకంటే ఇది చదవడం మరియు రాయడం రెండింటినీ ఒకేసారి శిక్షణ ఇస్తుంది.",
          "canDo": [
            "చిన్న నిత్యకృత్య పని వచనాన్ని చదవడం — ఒక షెడ్యూల్, ఒక సాధారణ సూచన, పరిచయమైన అభ్యర్థన",
            "పరిచయమైన పని గురించి చిన్న, స్పష్టమైన ఇమెయిల్ రాయడం",
            "సాధారణ వాక్యాలలో ఏమి జరిగిందో, ఏమి ప్రణాళిక చేయబడిందో మరియు తమకు ఏమి కావాలో చెప్పడం"
          ],
          "notYet": [
            "షరతులు, మినహాయింపులు లేదా సూచించబడిన అర్థం గల పొడవైన సందేశాన్ని అర్థం చేసుకోవడం",
            "స్పష్టతను కోల్పోకుండా కస్టమర్, మేనేజర్ మరియు సహోద్యోగి కోసం స్వరాన్ని సర్దుబాటు చేయడం"
          ]
        },
        "b1": {
          "name": "B1 — మధ్యస్థ స్థాయి",
          "desc": "B1 స్థాయిలో మీరు పరిచయమైన సందర్భంలో వచ్చే చాలా పరిస్థితులను నిర్వహించగలరు మరియు పరిచయమైన అంశాలపై సూటిగా అనుసంధానిత వచనం రాయగలరు. పనిలో దీని అర్థం మీకు తెలిసిన ఉత్పత్తిపై నిత్యకృత్య లిఖిత మద్దతు, డాక్యుమెంట్ చేయబడిన ప్రక్రియను అనుసరించడం, మరియు ఏదైనా దానికి బయట పడితే స్పష్టంగా ఎస్కలేట్ చేయడం. B1 యొక్క పరిమితి తెలియని మరియు సున్నితమైన విషయాలలో కనిపిస్తుంది: ఒత్తిడిలో స్వరం, సూచించిన అర్థం, మరియు దట్టమైన లేదా జాతీయపదాలతో కూడిన మూల విషయం ఇంకా నమ్మదగినవి కావు. లిఖిత జవాబు సమీక్ష లేకుండా నేరుగా కస్టమర్‌కు వెళ్ళే పాత్రకు, B1కి సాధారణంగా ఒక భద్రతా వలయం అవసరం అవుతుంది.",
          "recommendation": "B1 నుండి B2కి అడుగు ఎక్కువగా పరిధి మరియు కచ్చితత్వానికి సంబంధించినది, మరింత వ్యాకరణ నియమాలకు కాదు. మీ ఉద్యోగం నిజంగా వాడే ఆంగ్లాన్ని చదవండి — నిజమైన కస్టమర్ ఇమెయిల్స్, నిజమైన డాక్యుమెంటేషన్, పాఠ్యపుస్తక సంభాషణలు కాదు — మరియు వాటికి జవాబులు రాయండి. మీ స్వంత రంగపు పదజాలంపై, ఉద్దేశపూర్వకంగా స్వరాన్ని నియంత్రించడంపై (దృఢంగా, క్షమాపణాపూర్వకంగా, తటస్థంగా), మరియు సాధారణ సారాంశం బదులు నిర్దిష్ట వివరాల కోసం పొడవైన వచనాలను చదవడంపై దృష్టి పెట్టండి.",
          "canDo": [
            "సహాయం లేకుండా చాలా రోజువారీ పని ఇమెయిల్స్ మరియు అంతర్గత డాక్యుమెంటేషన్‌ను చదివి దానిపై చర్య తీసుకోవడం",
            "ఒక సమస్యను, దాని కారణాన్ని మరియు తరువాత తమకు ఏమి కావాలో వివరించే స్పష్టమైన సందేశం రాయడం",
            "సమీక్షకుడు లేకుండా పరిచయమైన అంశాలపై లిఖిత మద్దతు లేదా సమన్వయాన్ని నిర్వహించడం"
          ],
          "notYet": [
            "సూక్ష్మభావాలను నమ్మదగిన రీతిలో పట్టుకోవడం — సూచన, తప్పించుకునే మాటలు, ఎప్పుడూ 'లేదు' అనకుండా మర్యాదపూర్వకంగా తిరస్కరించడం",
            "మరొకరి సమీక్ష లేకుండా బాహ్య క్లయింట్‌కు సున్నితమైన విషయంపై రాయడం"
          ]
        },
        "b2": {
          "name": "B2 — ఉన్నత మధ్యస్థ స్థాయి",
          "desc": "B2 స్థాయిలో మీరు సంక్లిష్టమైన వచనం యొక్క ప్రధాన భావాలను అర్థం చేసుకోగలరు, మీ స్వంత రంగంలో సాంకేతిక చర్చతో సహా, మరియు మీరు సమర్థించగలిగే దృక్కోణంతో స్పష్టమైన, వివరణాత్మక రచన చేయగలరు. పనిలో ఇది ఎవరైనా తమంతట తాము లిఖితపూర్వకంగా కస్టమర్ సంభాషణను నిర్వహించే స్థాయి: కోపంగా, అస్పష్టంగా లేదా సరిగ్గా రాయని సందేశాన్ని చదివి, నిజంగా ఏమి అడుగుతున్నారో గ్రహించి, తగిన స్వరంతో దానికి జవాబివ్వడం. రిమోట్ లిఖిత మద్దతు పాత్రలకు సాధారణ ప్రమాణం B2, మరియు ఈ ఫలితం దానికి సమానంగా లేదా అంతకంటే ఎక్కువగా ఉంది.",
          "recommendation": "B2 స్థాయిలో ఉపయోగకరమైన పని విస్తరించడం కంటే కుదించబడుతుంది — నిర్దిష్ట పాత్ర యొక్క జాతీయపదాలు, రిజిస్టర్ మరియు సంప్రదాయాలు సాధారణ అధ్యయనం కంటే ఎక్కువ ప్రాముఖ్యత కలిగి ఉంటాయి. మీ ఉద్యోగానికి అవసరమైన రచనకు అద్భుతమైన ఉదాహరణలను చదివి వాటిని దగ్గరగా అనుకరించండి. C1 వైపు అడుగు అంతర్లీన అర్థానికి సంబంధించినది: సందేశం చెప్పేదాని కంటే సూచించేదేమిటి, మరియు విషయం సంక్లిష్టంగా ఉన్నప్పుడు కూడా రచనను స్పష్టంగా ఉంచడం.",
          "canDo": [
            "సహాయం లేకుండా తెలియని పని పత్రాలను చదివి ముఖ్యమైనది గ్రహించడం",
            "ఉద్దేశపూర్వకంగా క్లయింట్లకు మరియు సహోద్యోగులకు సరైన రిజిస్టర్‌లో రాయడం",
            "లిఖితపూర్వకంగా ఒక వాదనను వినిపించడం, భిన్నాభిప్రాయాన్ని స్వీకరించడం, మరియు సంభాషణను మర్యాదగా ఉంచడం"
          ],
          "notYet": [
            "దట్టమైన లేదా సాంకేతిక మూల వచనంపై కచ్చితత్వంలో నిపుణుడైన రచయితతో సరితూగడం",
            "అధిక ప్రాధాన్యత గల రచనలో జాతీయపదాలు మరియు రిజిస్టర్ కోసం కేవలం సహజ ప్రవృత్తిపై ఆధారపడటం"
          ]
        },
        "c1": {
          "name": "C1 — ఉన్నత స్థాయి",
          "desc": "C1 స్థాయిలో మీరు క్లిష్టమైన, పొడవైన వచనాలను అర్థం చేసుకోగలరు మరియు అంతర్లీన అర్థాన్ని గ్రహించగలరు, మరియు సంక్లిష్ట అంశాలపై స్పష్టమైన, చక్కగా నిర్మించబడిన, వివరణాత్మక వచనం రాయగలరు. పనిలో ఇది స్క్రిప్ట్ లేకుండా కష్టమైన సంభాషణను, ఇతరులు ఆధారపడే రచనను — డాక్యుమెంటేషన్, పాలసీ నోట్, ఎస్కలేషన్ సారాంశం — మరియు కస్టమర్, సహోద్యోగి మరియు మేనేజర్ మధ్య ఉద్దేశపూర్వకంగా రిజిస్టర్‌ను మార్చడాన్ని కవర్ చేస్తుంది. ఈ స్థాయిలో లిఖిత ఆంగ్లం ఆ పాత్ర ఏమి కాగలదో దానిపై పరిమితిగా ఉండటం మానేసింది.",
          "recommendation": "C1 స్థాయిలో తదుపరి అధ్యయనం మరమ్మత్తు కాదు, ప్రత్యేకత. పని అవసరమయ్యే రిజిస్టర్‌లో లోతు — న్యాయపరమైన, వైద్య, సాంకేతిక, వాణిజ్యపరమైన — సాధారణ అభ్యాసం కంటే విలువైనది, అలాగే మీ పాఠకులు నిజంగా రాసే ఆంగ్ల రకాలకు ఉద్దేశపూర్వకంగా బహిర్గతం కావడం కూడా, అంతర్జాతీయ వాణిజ్య ఉత్తరప్రత్యుత్తరాలలో ఎక్కువ భాగాన్ని కలిగి ఉండే స్థానికేతర రకాలతో సహా.",
          "canDo": [
            "తెలియని మరియు ప్రత్యేక విషయంపై ఎలాంటి ఇబ్బంది లేకుండా లిఖిత ఆంగ్లంలో పనిచేయడం",
            "ఒప్పించడానికి, చర్చలు జరపడానికి లేదా ఉద్రిక్తతను తగ్గించడానికి, ఉద్దేశపూర్వక నియంత్రణలో ఉన్న స్వరంతో రాయడం",
            "ఇతరుల లిఖిత ఆంగ్లాన్ని సవరించి మెరుగుపరచడం"
          ],
          "notYet": [
            "సమయ ఒత్తిడిలో అప్పుడప్పుడు జారిపోకుండా స్థానిక భాషా జాతీయపదాల చివరి కొద్ది శాతాన్ని పునరుత్పత్తి చేయడం"
          ]
        },
        "c2": {
          "name": "C2 — నిష్ణాత స్థాయి",
          "desc": "C2 స్థాయిలో మీరు చదివే దాదాపు ప్రతిదాన్ని సునాయాసంగా అర్థం చేసుకోగలరు మరియు సంక్లిష్ట పరిస్థితులలో కూడా సూక్ష్మ భావభేదాలను నిలుపుకుంటూ కచ్చితంగా మిమ్మల్ని మీరు వ్యక్తీకరించుకోగలరు. పనిలో దీని అర్థం ఇతరుల రచనకు ప్రమాణాన్ని నిర్దేశించడం: సవరించడం, సమీక్షించడం, టెంప్లేట్లను మరియు స్వర శైలిని రూపొందించడం, మరియు ఒక తప్పు పదం ఖరీదైనదిగా మారే మార్పిడులను నిర్వహించడం. ఈ స్థాయిలో స్పష్టంగా చెప్పవలసిన ఒక పరిమితి: ఈ పరీక్ష లిఖిత ఆంగ్లాన్ని మాత్రమే కొలుస్తుంది, కాబట్టి C2 ఫలితం ఉచ్చారణ, వినికిడి లేదా మాట్లాడే నైపుణ్యం గురించి ఏమీ చెప్పదు.",
          "recommendation": "దీని కంటే పైన సాధారణ అధ్యయన దశ ఏదీ లేదు. ఉపయోగకరమైన దిశ ఆచరణాత్మకమైనది — ఒప్పించవలసిన రచన, న్యాయపరమైన సమీక్షను తట్టుకోవలసిన రచన, లేదా ఇతరుల లిఖిత ఆంగ్లానికి కోచింగ్ ఇవ్వడం. ఇది నియామక సందర్భమైతే, ఈ వ్యక్తి కేవలం రచన చేయడం కాకుండా లిఖిత పనిని సమీక్షించాలా అని అడగడం విలువైనది.",
          "canDo": [
            "కార్యాలయం ఉత్పత్తి చేసే ఏ లిఖిత ఆంగ్లాన్నైనా నిర్వహించడం, దట్టమైన మరియు సరిగ్గా రాయని మూల వచనంతో సహా",
            "అనుభవజ్ఞుడైన స్థానిక రచయిత చేసే విధంగా రిజిస్టర్, స్వరం మరియు సూచనను మార్చడం",
            "లిఖిత ఆంగ్లాన్ని ఒక బాధ్యతగా స్వీకరించడం: ప్రమాణాలు, సవరణ, తుది ఆమోదం"
          ],
          "notYet": [
            "ఈ స్థాయిలో లిఖిత ఆంగ్లంలో అందుబాటులో లేనిది ఏదీ లేదు. బహిరంగ ప్రశ్న మాట్లాడటం మరియు వినడం, వీటిని ఈ పరీక్ష ఎప్పుడూ పరిశీలించలేదు."
          ]
        }
      },
      "retakePrompt": {
        "lastResult": "మీ చివరి ఫలితం:",
        "evolvedHint": "చదవడం మరియు అభ్యాసంతో లిఖిత ఆంగ్లం మెరుగుపడుతుంది — కొన్ని నెలల అధ్యయనం తర్వాత మళ్ళీ పరీక్ష తీసుకుంటే సాధారణంగా అది కనిపిస్తుంది.",
        "retakeButton": "ఈ పరీక్షను మళ్ళీ తీసుకోండి"
      },
      "subscales": {
        "grammar": {
          "name": "వ్యాకరణం & నిర్మాణం",
          "desc": "ఒక వాక్యాన్ని కలిపి ఉంచే రూపాలు — కాలం, అన్వయం, పద క్రమం, మరియు ఒక ఉపవాక్యంలోని మరో ఉపవాక్యం."
        },
        "vocabulary": {
          "name": "పదజాల పరిధి",
          "desc": "ఎన్ని పదాలు గుర్తించగలరు అనేది కాదు, ఒక పదాన్ని ఎంత కచ్చితంగా ఎంచుకోగలరు అనేది."
        },
        "reading": {
          "name": "చదివి అర్థం చేసుకునే సామర్థ్యం",
          "desc": "ఒక వాస్తవిక పేరా నుండి ఏమి గ్రహించగలరు, పాఠకుడు చర్య తీసుకోవలసిన ఆ ఒక్క వివరంతో సహా."
        },
        "functional": {
          "name": "రోజువారీ కార్యాలయ వినియోగం",
          "desc": "ఒక ఇమెయిల్, హ్యాండోవర్ నోట్ లేదా సహోద్యోగికి చేసే అభ్యర్థన యొక్క రిజిస్టర్ — రోజులో ఎక్కువ భాగాన్ని మోసుకెళ్ళే ఆంగ్లం."
        }
      },
      "resultUi": {
        "yourLevel": "మీ లిఖిత ఆంగ్ల స్థాయి",
        "scaleLabel": "CEFR స్కేల్",
        "belowScale": "A1 కంటే దిగువ",
        "canDoTitle": "ఈ వ్యక్తి పనిలో, రాతలో ఏమి చేయగలరు",
        "notYetTitle": "ఈ స్థాయిలో ఇంకా కాదు",
        "areasTitle": "ఈ శ్రేణి వెనుక ఉన్న నాలుగు రంగాలు",
        "nextTitle": "స్థాయిని మెరుగుపరిచేది ఏమిటి",
        "scoreNote": "{pct}% అంశాలు సరైనవి. శ్రేణి అనేది ఫలితం — ఈ శాతం దానికి ఎలా చేరుకున్నారో మాత్రమే చూపిస్తుంది.",
        "areaLevel": {
          "nearPerfect": "దాదాపు పరిపూర్ణం",
          "strong": "బలమైనది",
          "mixed": "మిశ్రమమైనది",
          "patchy": "అసంపూర్ణమైనది",
          "weak": "బలహీనమైనది"
        }
      },
      "questions": [
        {
          "question": "The new schedule ____ ready on Monday.",
          "options": [
            {
              "icon": "🧩",
              "label": "are"
            },
            {
              "icon": "🧩",
              "label": "am"
            },
            {
              "icon": "🧩",
              "label": "be"
            },
            {
              "icon": "🧩",
              "label": "is"
            }
          ]
        },
        {
          "question": "Priya looks at the ____ to find out what time she starts work today.",
          "options": [
            {
              "icon": "🔤",
              "label": "grocery list"
            },
            {
              "icon": "🔤",
              "label": "weather forecast"
            },
            {
              "icon": "🔤",
              "label": "phone book"
            },
            {
              "icon": "🔤",
              "label": "shift schedule"
            }
          ]
        },
        {
          "question": "Read this notice: \"The office is closed on Saturday and Sunday.\" - Which days is the office closed?",
          "options": [
            {
              "icon": "📄",
              "label": "Monday and Tuesday"
            },
            {
              "icon": "📄",
              "label": "Saturday and Sunday"
            },
            {
              "icon": "📄",
              "label": "Every day"
            },
            {
              "icon": "📄",
              "label": "Only Saturday"
            }
          ]
        },
        {
          "question": "Lena has two ____ this week.",
          "options": [
            {
              "icon": "🧩",
              "label": "shift"
            },
            {
              "icon": "🧩",
              "label": "shifts's"
            },
            {
              "icon": "🧩",
              "label": "shifts"
            },
            {
              "icon": "🧩",
              "label": "a shifts"
            }
          ]
        },
        {
          "question": "Tomas calls the scheduling office. What should he say first?",
          "options": [
            {
              "icon": "💬",
              "label": "Give me my shift now, and be quick about it, I am busy today."
            },
            {
              "icon": "💬",
              "label": "Shift. Now. Tomas. Shift information. Tell me. Shift. Now."
            },
            {
              "icon": "💬",
              "label": "I am angry about my shift and somebody needs to fix it today."
            },
            {
              "icon": "💬",
              "label": "Hello, this is Tomas. Can I ask about my shift?"
            }
          ]
        },
        {
          "question": "Chen's shift starts at ____ in the morning.",
          "options": [
            {
              "icon": "🔤",
              "label": "nine o'clock"
            },
            {
              "icon": "🔤",
              "label": "Tuesday"
            },
            {
              "icon": "🔤",
              "label": "red"
            },
            {
              "icon": "🔤",
              "label": "tall"
            }
          ]
        },
        {
          "question": "Nadia ____ her shift early yesterday because she felt sick.",
          "options": [
            {
              "icon": "🧩",
              "label": "leaves"
            },
            {
              "icon": "🧩",
              "label": "left"
            },
            {
              "icon": "🧩",
              "label": "leaving"
            },
            {
              "icon": "🧩",
              "label": "leave"
            }
          ]
        },
        {
          "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 down"
            },
            {
              "icon": "🔤",
              "label": "fill in for"
            }
          ]
        },
        {
          "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 and nobody here can understand it."
            },
            {
              "icon": "💬",
              "label": "I refuse the rota and I am not going to follow it at all."
            },
            {
              "icon": "💬",
              "label": "Rota, explain, now. Rota. Explain it now. I said now, explain."
            }
          ]
        },
        {
          "question": "Lena must ask her ____ before she can change her shift.",
          "options": [
            {
              "icon": "🔤",
              "label": "customer"
            },
            {
              "icon": "🔤",
              "label": "invoice"
            },
            {
              "icon": "🔤",
              "label": "supervisor"
            },
            {
              "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 and start the whole request again"
            },
            {
              "icon": "📄",
              "label": "Wait one week before you do anything else at all"
            },
            {
              "icon": "📄",
              "label": "Call the supervisor and ask about the dates"
            },
            {
              "icon": "📄",
              "label": "Send the request to your 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": "have"
            },
            {
              "icon": "🔤",
              "label": "make"
            }
          ]
        },
        {
          "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": "Staff must check the weekly rota carefully and report mistakes quickly"
            },
            {
              "icon": "📄",
              "label": "The team leader is the only person who works on the noticeboard every Friday"
            },
            {
              "icon": "📄",
              "label": "Shifts never change once posted"
            },
            {
              "icon": "📄",
              "label": "Staff are allowed to change the rota themselves until Monday evening each week"
            }
          ]
        },
        {
          "question": "If Diego ____ his shift, he must call his supervisor first.",
          "options": [
            {
              "icon": "🧩",
              "label": "will want to swap"
            },
            {
              "icon": "🧩",
              "label": "wanted to swap"
            },
            {
              "icon": "🧩",
              "label": "wants 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, and there is nothing more that I am going to say about it."
            },
            {
              "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 anything about refunds, so you will have to go and ask somebody 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": "however"
            },
            {
              "icon": "🔤",
              "label": "although"
            }
          ]
        },
        {
          "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's supervisor arrived at the office later than Aisha did that morning"
            },
            {
              "icon": "📄",
              "label": "Aisha has never once arrived late for her shift at any point this year"
            },
            {
              "icon": "📄",
              "label": "The attendance sheet was lost"
            },
            {
              "icon": "📄",
              "label": "Aisha arrived at work later than her scheduled start time"
            }
          ]
        },
        {
          "question": "The supervisor said that the new rota ____ the following Monday.",
          "options": [
            {
              "icon": "🧩",
              "label": "will be published"
            },
            {
              "icon": "🧩",
              "label": "would be published"
            },
            {
              "icon": "🧩",
              "label": "is 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": "Employees have already made a formal written complaint about the new shift-swap system"
            },
            {
              "icon": "📄",
              "label": "Two managers now share one job"
            },
            {
              "icon": "📄",
              "label": "It is not really more flexible than the old one, despite what management claims"
            }
          ]
        },
        {
          "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": "This is impossible, so stop asking."
            },
            {
              "icon": "💬",
              "label": "Your request is wrong."
            },
            {
              "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."
            }
          ]
        },
        {
          "question": "Marco avoids ____ night shifts whenever possible.",
          "options": [
            {
              "icon": "🧩",
              "label": "to work"
            },
            {
              "icon": "🧩",
              "label": "work"
            },
            {
              "icon": "🧩",
              "label": "working"
            },
            {
              "icon": "🧩",
              "label": "worked"
            }
          ]
        },
        {
          "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 that she submitted on Monday"
            },
            {
              "icon": "📄",
              "label": "The supervisor's approval of the request on Tuesday afternoon"
            },
            {
              "icon": "📄",
              "label": "The team growing quickly now that more people have joined"
            }
          ]
        },
        {
          "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? lemme know if thats gonna be a problem for u"
            },
            {
              "icon": "💬",
              "label": "I am writing to confirm that your shift has been rescheduled to 3pm."
            },
            {
              "icon": "💬",
              "label": "shift = 3pm now lol just letting u know before u turn up at the wrong time"
            },
            {
              "icon": "💬",
              "label": "yo shift's at 3 now, dont come in at the old time or ull be waiting about"
            }
          ]
        },
        {
          "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 not well supported by solid evidence"
            },
            {
              "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"
            }
          ]
        },
        {
          "question": "A team member is angry that his requested day off was denied. Which response best manages the conflict professionally?",
          "options": [
            {
              "icon": "💬",
              "label": "Rules are rules, so there's nothing to discuss."
            },
            {
              "icon": "💬",
              "label": "I understand this is frustrating; let's go through the reasons together and see what options remain."
            },
            {
              "icon": "💬",
              "label": "You should have asked earlier, that's your fault."
            },
            {
              "icon": "💬",
              "label": "I don't control the schedule at all, so if you want it changed you will have to go and complain to somebody else."
            }
          ]
        },
        {
          "question": "____ the rota earlier, Grace would have avoided the scheduling conflict.",
          "options": [
            {
              "icon": "🧩",
              "label": "Had she checked"
            },
            {
              "icon": "🧩",
              "label": "If she checks"
            },
            {
              "icon": "🧩",
              "label": "She had checked"
            },
            {
              "icon": "🧩",
              "label": "Unless she checked"
            }
          ]
        },
        {
          "question": "The manager said the final shift pattern is still ____, so nothing has been decided yet.",
          "options": [
            {
              "icon": "🔤",
              "label": "up in the air"
            },
            {
              "icon": "🔤",
              "label": "under the weather"
            },
            {
              "icon": "🔤",
              "label": "on the house"
            },
            {
              "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": "Grace's written confirmation being sent later in the week than it should have been"
            },
            {
              "icon": "📄",
              "label": "The time between the approval and Farah finally sending her confirmation"
            },
            {
              "icon": "📄",
              "label": "The original approval of the shift swap between Farah and Grace during last week"
            },
            {
              "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": "contingent"
            },
            {
              "icon": "🔤",
              "label": "notwithstanding"
            }
          ]
        },
        {
          "question": "Which sentence means that almost no supervisors approved requests this week, but not exactly zero?",
          "options": [
            {
              "icon": "🧩",
              "label": "Few supervisors approved requests this week."
            },
            {
              "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."
            }
          ]
        },
        {
          "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": "A formal policy announcement explained the change in decision-making"
            },
            {
              "icon": "📄",
              "label": "Staff still influence rotas somewhat, but real decision-making power has shifted mostly to regional coordinators"
            },
            {
              "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 and I have now had to point it out to you more than once this month."
            },
            {
              "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": "recalcitrant"
            },
            {
              "icon": "🔤",
              "label": "reluctant"
            },
            {
              "icon": "🔤",
              "label": "lazy"
            },
            {
              "icon": "🔤",
              "label": "forgetful"
            }
          ]
        },
        {
          "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 thinks the frequent changes were actually inefficient and frustrating"
            },
            {
              "icon": "💬",
              "label": "The colleague is genuinely praising the scheduling process for how well it handled the week"
            },
            {
              "icon": "💬",
              "label": "The colleague has made a simple factual error about what the word efficient actually means"
            },
            {
              "icon": "💬",
              "label": "The colleague wants more changes to the rota"
            }
          ]
        },
        {
          "question": "Which sentence is grammatically correct?",
          "options": [
            {
              "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."
            },
            {
              "icon": "🧩",
              "label": "Neither the supervisor nor the team leaders were informed about the change."
            }
          ]
        }
      ],
      "questionPools": [
        [
          {
            "question": "The new schedule ____ ready on Monday.",
            "options": [
              {
                "icon": "🧩",
                "label": "are"
              },
              {
                "icon": "🧩",
                "label": "am"
              },
              {
                "icon": "🧩",
                "label": "be"
              },
              {
                "icon": "🧩",
                "label": "is"
              }
            ]
          },
          {
            "question": "Priya looks at the ____ to find out what time she starts work today.",
            "options": [
              {
                "icon": "🔤",
                "label": "grocery list"
              },
              {
                "icon": "🔤",
                "label": "weather forecast"
              },
              {
                "icon": "🔤",
                "label": "phone book"
              },
              {
                "icon": "🔤",
                "label": "shift schedule"
              }
            ]
          },
          {
            "question": "Read this notice: \"The office is closed on Saturday and Sunday.\" - Which days is the office closed?",
            "options": [
              {
                "icon": "📄",
                "label": "Monday and Tuesday"
              },
              {
                "icon": "📄",
                "label": "Saturday and Sunday"
              },
              {
                "icon": "📄",
                "label": "Every day"
              },
              {
                "icon": "📄",
                "label": "Only Saturday"
              }
            ]
          },
          {
            "question": "Lena has two ____ this week.",
            "options": [
              {
                "icon": "🧩",
                "label": "shift"
              },
              {
                "icon": "🧩",
                "label": "shifts's"
              },
              {
                "icon": "🧩",
                "label": "shifts"
              },
              {
                "icon": "🧩",
                "label": "a shifts"
              }
            ]
          },
          {
            "question": "Tomas calls the scheduling office. What should he say first?",
            "options": [
              {
                "icon": "💬",
                "label": "Give me my shift now, and be quick about it, I am busy today."
              },
              {
                "icon": "💬",
                "label": "Shift. Now. Tomas. Shift information. Tell me. Shift. Now."
              },
              {
                "icon": "💬",
                "label": "I am angry about my shift and somebody needs to fix it today."
              },
              {
                "icon": "💬",
                "label": "Hello, this is Tomas. Can I ask about my shift?"
              }
            ]
          },
          {
            "question": "Chen's shift starts at ____ in the morning.",
            "options": [
              {
                "icon": "🔤",
                "label": "nine o'clock"
              },
              {
                "icon": "🔤",
                "label": "Tuesday"
              },
              {
                "icon": "🔤",
                "label": "red"
              },
              {
                "icon": "🔤",
                "label": "tall"
              }
            ]
          },
          {
            "question": "Nadia ____ her shift early yesterday because she felt sick.",
            "options": [
              {
                "icon": "🧩",
                "label": "leaves"
              },
              {
                "icon": "🧩",
                "label": "left"
              },
              {
                "icon": "🧩",
                "label": "leaving"
              },
              {
                "icon": "🧩",
                "label": "leave"
              }
            ]
          },
          {
            "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 down"
              },
              {
                "icon": "🔤",
                "label": "fill in for"
              }
            ]
          },
          {
            "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 and nobody here can understand it."
              },
              {
                "icon": "💬",
                "label": "I refuse the rota and I am not going to follow it at all."
              },
              {
                "icon": "💬",
                "label": "Rota, explain, now. Rota. Explain it now. I said now, explain."
              }
            ]
          },
          {
            "question": "Lena must ask her ____ before she can change her shift.",
            "options": [
              {
                "icon": "🔤",
                "label": "customer"
              },
              {
                "icon": "🔤",
                "label": "invoice"
              },
              {
                "icon": "🔤",
                "label": "supervisor"
              },
              {
                "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 and start the whole request again"
              },
              {
                "icon": "📄",
                "label": "Wait one week before you do anything else at all"
              },
              {
                "icon": "📄",
                "label": "Call the supervisor and ask about the dates"
              },
              {
                "icon": "📄",
                "label": "Send the request to your 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": "have"
              },
              {
                "icon": "🔤",
                "label": "make"
              }
            ]
          },
          {
            "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": "Staff must check the weekly rota carefully and report mistakes quickly"
              },
              {
                "icon": "📄",
                "label": "The team leader is the only person who works on the noticeboard every Friday"
              },
              {
                "icon": "📄",
                "label": "Shifts never change once posted"
              },
              {
                "icon": "📄",
                "label": "Staff are allowed to change the rota themselves until Monday evening each week"
              }
            ]
          },
          {
            "question": "If Diego ____ his shift, he must call his supervisor first.",
            "options": [
              {
                "icon": "🧩",
                "label": "will want to swap"
              },
              {
                "icon": "🧩",
                "label": "wanted to swap"
              },
              {
                "icon": "🧩",
                "label": "wants 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, and there is nothing more that I am going to say about it."
              },
              {
                "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 anything about refunds, so you will have to go and ask somebody 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": "however"
              },
              {
                "icon": "🔤",
                "label": "although"
              }
            ]
          },
          {
            "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's supervisor arrived at the office later than Aisha did that morning"
              },
              {
                "icon": "📄",
                "label": "Aisha has never once arrived late for her shift at any point this year"
              },
              {
                "icon": "📄",
                "label": "The attendance sheet was lost"
              },
              {
                "icon": "📄",
                "label": "Aisha arrived at work later than her scheduled start time"
              }
            ]
          },
          {
            "question": "The supervisor said that the new rota ____ the following Monday.",
            "options": [
              {
                "icon": "🧩",
                "label": "will be published"
              },
              {
                "icon": "🧩",
                "label": "would be published"
              },
              {
                "icon": "🧩",
                "label": "is 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": "Employees have already made a formal written complaint about the new shift-swap system"
              },
              {
                "icon": "📄",
                "label": "Two managers now share one job"
              },
              {
                "icon": "📄",
                "label": "It is not really more flexible than the old one, despite what management claims"
              }
            ]
          },
          {
            "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": "This is impossible, so stop asking."
              },
              {
                "icon": "💬",
                "label": "Your request is wrong."
              },
              {
                "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."
              }
            ]
          },
          {
            "question": "Marco avoids ____ night shifts whenever possible.",
            "options": [
              {
                "icon": "🧩",
                "label": "to work"
              },
              {
                "icon": "🧩",
                "label": "work"
              },
              {
                "icon": "🧩",
                "label": "working"
              },
              {
                "icon": "🧩",
                "label": "worked"
              }
            ]
          },
          {
            "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 that she submitted on Monday"
              },
              {
                "icon": "📄",
                "label": "The supervisor's approval of the request on Tuesday afternoon"
              },
              {
                "icon": "📄",
                "label": "The team growing quickly now that more people have joined"
              }
            ]
          },
          {
            "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? lemme know if thats gonna be a problem for u"
              },
              {
                "icon": "💬",
                "label": "I am writing to confirm that your shift has been rescheduled to 3pm."
              },
              {
                "icon": "💬",
                "label": "shift = 3pm now lol just letting u know before u turn up at the wrong time"
              },
              {
                "icon": "💬",
                "label": "yo shift's at 3 now, dont come in at the old time or ull be waiting about"
              }
            ]
          },
          {
            "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 not well supported by solid evidence"
              },
              {
                "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"
              }
            ]
          },
          {
            "question": "A team member is angry that his requested day off was denied. Which response best manages the conflict professionally?",
            "options": [
              {
                "icon": "💬",
                "label": "Rules are rules, so there's nothing to discuss."
              },
              {
                "icon": "💬",
                "label": "I understand this is frustrating; let's go through the reasons together and see what options remain."
              },
              {
                "icon": "💬",
                "label": "You should have asked earlier, that's your fault."
              },
              {
                "icon": "💬",
                "label": "I don't control the schedule at all, so if you want it changed you will have to go and complain to somebody else."
              }
            ]
          },
          {
            "question": "____ the rota earlier, Grace would have avoided the scheduling conflict.",
            "options": [
              {
                "icon": "🧩",
                "label": "Had she checked"
              },
              {
                "icon": "🧩",
                "label": "If she checks"
              },
              {
                "icon": "🧩",
                "label": "She had checked"
              },
              {
                "icon": "🧩",
                "label": "Unless she checked"
              }
            ]
          },
          {
            "question": "The manager said the final shift pattern is still ____, so nothing has been decided yet.",
            "options": [
              {
                "icon": "🔤",
                "label": "up in the air"
              },
              {
                "icon": "🔤",
                "label": "under the weather"
              },
              {
                "icon": "🔤",
                "label": "on the house"
              },
              {
                "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": "Grace's written confirmation being sent later in the week than it should have been"
              },
              {
                "icon": "📄",
                "label": "The time between the approval and Farah finally sending her confirmation"
              },
              {
                "icon": "📄",
                "label": "The original approval of the shift swap between Farah and Grace during last week"
              },
              {
                "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": "contingent"
              },
              {
                "icon": "🔤",
                "label": "notwithstanding"
              }
            ]
          },
          {
            "question": "Which sentence means that almost no supervisors approved requests this week, but not exactly zero?",
            "options": [
              {
                "icon": "🧩",
                "label": "Few supervisors approved requests this week."
              },
              {
                "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."
              }
            ]
          },
          {
            "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": "A formal policy announcement explained the change in decision-making"
              },
              {
                "icon": "📄",
                "label": "Staff still influence rotas somewhat, but real decision-making power has shifted mostly to regional coordinators"
              },
              {
                "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 and I have now had to point it out to you more than once this month."
              },
              {
                "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": "recalcitrant"
              },
              {
                "icon": "🔤",
                "label": "reluctant"
              },
              {
                "icon": "🔤",
                "label": "lazy"
              },
              {
                "icon": "🔤",
                "label": "forgetful"
              }
            ]
          },
          {
            "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 thinks the frequent changes were actually inefficient and frustrating"
              },
              {
                "icon": "💬",
                "label": "The colleague is genuinely praising the scheduling process for how well it handled the week"
              },
              {
                "icon": "💬",
                "label": "The colleague has made a simple factual error about what the word efficient actually means"
              },
              {
                "icon": "💬",
                "label": "The colleague wants more changes to the rota"
              }
            ]
          },
          {
            "question": "Which sentence is grammatically correct?",
            "options": [
              {
                "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."
              },
              {
                "icon": "🧩",
                "label": "Neither the supervisor nor the team leaders were informed about the change."
              }
            ]
          }
        ],
        [
          {
            "question": "Priya ____ a customer service agent.",
            "options": [
              {
                "icon": "🧩",
                "label": "are"
              },
              {
                "icon": "🧩",
                "label": "am"
              },
              {
                "icon": "🧩",
                "label": "is"
              },
              {
                "icon": "🧩",
                "label": "be"
              }
            ]
          },
          {
            "question": "Marco needs to ____ the customer's problem.",
            "options": [
              {
                "icon": "🔤",
                "label": "sleep"
              },
              {
                "icon": "🔤",
                "label": "swim"
              },
              {
                "icon": "🔤",
                "label": "solve"
              },
              {
                "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": "complaint's"
              },
              {
                "icon": "🧩",
                "label": "complaints'"
              },
              {
                "icon": "🧩",
                "label": "complaints"
              }
            ]
          },
          {
            "question": "Read this chat message: Customer: \"Hi, I have a problem with my refund.\" Agent: ____",
            "options": [
              {
                "icon": "💬",
                "label": "Hello! How can I help you?"
              },
              {
                "icon": "💬",
                "label": "Hello! Where are you from originally?"
              },
              {
                "icon": "💬",
                "label": "Hello! What is your favorite color?"
              },
              {
                "icon": "💬",
                "label": "Hello! Goodbye and have a very nice day."
              }
            ]
          },
          {
            "question": "The support office is closed on ____.",
            "options": [
              {
                "icon": "🔤",
                "label": "Twelve"
              },
              {
                "icon": "🔤",
                "label": "Angry"
              },
              {
                "icon": "🔤",
                "label": "Sunday"
              },
              {
                "icon": "🔤",
                "label": "Green"
              }
            ]
          },
          {
            "question": "Samuel ____ the manager about his refund yesterday.",
            "options": [
              {
                "icon": "🧩",
                "label": "call"
              },
              {
                "icon": "🧩",
                "label": "called"
              },
              {
                "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 out for"
              },
              {
                "icon": "🔤",
                "label": "look into"
              }
            ]
          },
          {
            "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": "fewer"
              },
              {
                "icon": "🧩",
                "label": "less"
              },
              {
                "icon": "🧩",
                "label": "more little"
              }
            ]
          },
          {
            "question": "Read this chat: Agent: \"Your order number, please?\" Customer: \"Sorry, ____?\"",
            "options": [
              {
                "icon": "💬",
                "label": "could you repeat that"
              },
              {
                "icon": "💬",
                "label": "I am doing fine today thank you"
              },
              {
                "icon": "💬",
                "label": "see you later"
              },
              {
                "icon": "💬",
                "label": "it is Tuesday afternoon today"
              }
            ]
          },
          {
            "question": "Marco could not fix the problem, so he asked his ____ for help.",
            "options": [
              {
                "icon": "🔤",
                "label": "customer"
              },
              {
                "icon": "🔤",
                "label": "supervisor"
              },
              {
                "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 and finish now"
              },
              {
                "icon": "📄",
                "label": "enter your order number"
              },
              {
                "icon": "📄",
                "label": "close the form"
              },
              {
                "icon": "📄",
                "label": "call the manager on the phone"
              }
            ]
          },
          {
            "question": "Nadia ____ three emails about her refund, but nobody has replied yet.",
            "options": [
              {
                "icon": "🧩",
                "label": "sent"
              },
              {
                "icon": "🧩",
                "label": "is sending"
              },
              {
                "icon": "🧩",
                "label": "send"
              },
              {
                "icon": "🧩",
                "label": "has sent"
              }
            ]
          },
          {
            "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 the laptop he ordered online"
              },
              {
                "icon": "📄",
                "label": "A company resolving a customer's complaint quickly"
              },
              {
                "icon": "📄",
                "label": "A courier company changing its delivery schedule at short notice"
              },
              {
                "icon": "📄",
                "label": "A laptop factory with quality problems"
              }
            ]
          },
          {
            "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 unable to"
              },
              {
                "icon": "💬",
                "label": "are happy 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": "however"
              },
              {
                "icon": "🔤",
                "label": "otherwise"
              },
              {
                "icon": "🔤",
                "label": "as a result"
              },
              {
                "icon": "🔤",
                "label": "in order 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 from every agent she spoke to"
              },
              {
                "icon": "📄",
                "label": "She never contacted the company about the billing error at any point"
              },
              {
                "icon": "📄",
                "label": "She fixed the billing error herself without any help from support"
              },
              {
                "icon": "📄",
                "label": "She was frustrated by having to repeat her problem repeatedly"
              }
            ]
          },
          {
            "question": "Diego said that the refund ____ already been processed.",
            "options": [
              {
                "icon": "🧩",
                "label": "has"
              },
              {
                "icon": "🧩",
                "label": "had"
              },
              {
                "icon": "🧩",
                "label": "have"
              },
              {
                "icon": "🧩",
                "label": "was"
              }
            ]
          },
          {
            "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": "You should have read the policy before buying."
              },
              {
                "icon": "💬",
                "label": "We refuse your request."
              },
              {
                "icon": "💬",
                "label": "We understand your frustration, but unfortunately this falls outside our refund policy."
              }
            ]
          },
          {
            "question": "The agent finally managed ____ the source of the billing error.",
            "options": [
              {
                "icon": "🧩",
                "label": "finding"
              },
              {
                "icon": "🧩",
                "label": "find"
              },
              {
                "icon": "🧩",
                "label": "to find"
              },
              {
                "icon": "🧩",
                "label": "found"
              }
            ]
          },
          {
            "question": "The support team will ____ the customer by email once the refund is complete.",
            "options": [
              {
                "icon": "🔤",
                "label": "notice"
              },
              {
                "icon": "🔤",
                "label": "note"
              },
              {
                "icon": "🔤",
                "label": "know"
              },
              {
                "icon": "🔤",
                "label": "notify"
              }
            ]
          },
          {
            "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 email that was forwarded onwards"
              },
              {
                "icon": "📄",
                "label": "The three different departments the complaint was forwarded to"
              },
              {
                "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! I'll get someone to look at it whenever I can."
              },
              {
                "icon": "💬",
                "label": "Yeah, we'll sort it out soon, no worries, just give us a shout if it's still playing up."
              },
              {
                "icon": "💬",
                "label": "We sincerely apologize for the inconvenience and will resolve this promptly."
              },
              {
                "icon": "💬",
                "label": "Chill, it happens sometimes, honestly there is no need to make a big thing out of it."
              }
            ]
          },
          {
            "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": "Faster replies have not made customers meaningfully more satisfied"
              },
              {
                "icon": "📄",
                "label": "Customer satisfaction scores have doubled"
              },
              {
                "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": "I hear how frustrating this has been, and I want to understand exactly what happened."
              },
              {
                "icon": "💬",
                "label": "Calm down, it's not that serious, and there is really no reason to get worked up about it."
              },
              {
                "icon": "💬",
                "label": "That's not our fault, it's yours, and I am not going to spend any more time arguing about it."
              },
              {
                "icon": "💬",
                "label": "I don't see why you're upset, because as far as I can tell nothing has actually gone wrong."
              }
            ]
          },
          {
            "question": "____ the complaint himself, Samuel understood why the customer was upset.",
            "options": [
              {
                "icon": "🧩",
                "label": "Handled"
              },
              {
                "icon": "🧩",
                "label": "To handle"
              },
              {
                "icon": "🧩",
                "label": "Having handled"
              },
              {
                "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": "across"
              },
              {
                "icon": "🔤",
                "label": "along"
              },
              {
                "icon": "🔤",
                "label": "through"
              }
            ]
          },
          {
            "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 own decision to leave the company and move over to a competitor"
              },
              {
                "icon": "📄",
                "label": "The original delay in replying to the complaint that she filed on Monday"
              },
              {
                "icon": "📄",
                "label": "The company's website policy"
              },
              {
                "icon": "📄",
                "label": "The manager's statement that the 24-hour promise was never realistic"
              }
            ]
          },
          {
            "question": "The refund offered was purely ____, meaning the company was not obligated to provide it.",
            "options": [
              {
                "icon": "🔤",
                "label": "mandatory"
              },
              {
                "icon": "🔤",
                "label": "contractual"
              },
              {
                "icon": "🔤",
                "label": "statutory"
              },
              {
                "icon": "🔤",
                "label": "discretionary"
              }
            ]
          },
          {
            "question": "By the time the manager arrived, the customer ____ for over an hour, growing visibly more frustrated.",
            "options": [
              {
                "icon": "🧩",
                "label": "had been waiting"
              },
              {
                "icon": "🧩",
                "label": "was waiting"
              },
              {
                "icon": "🧩",
                "label": "has waited"
              },
              {
                "icon": "🧩",
                "label": "waited"
              }
            ]
          },
          {
            "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": "Fast ticket closure does not guarantee that a customer feels genuinely heard"
              },
              {
                "icon": "📄",
                "label": "Companies should stop measuring resolution time entirely"
              },
              {
                "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 paid back onto your card on Friday, and that is a firm promise."
              },
              {
                "icon": "💬",
                "label": "We cannot offer a refund in this case, and there is no point in asking us again about it."
              },
              {
                "icon": "💬",
                "label": "There is no possibility of compensation of any kind for this, either now or at any later date."
              }
            ]
          },
          {
            "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": "unfounded"
              },
              {
                "icon": "🔤",
                "label": "unforeseen"
              }
            ]
          },
          {
            "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 went perfectly"
              },
              {
                "icon": "💬",
                "label": "The refund system was cancelled"
              },
              {
                "icon": "💬",
                "label": "The memo writer is certain about the details"
              },
              {
                "icon": "💬",
                "label": "The rollout had significant problems"
              }
            ]
          },
          {
            "question": "Neither the manager nor the agents ____ aware that the refund policy had changed overnight.",
            "options": [
              {
                "icon": "🧩",
                "label": "was"
              },
              {
                "icon": "🧩",
                "label": "is"
              },
              {
                "icon": "🧩",
                "label": "were"
              },
              {
                "icon": "🧩",
                "label": "has been"
              }
            ]
          }
        ],
        [
          {
            "question": "My manager ____ very helpful during onboarding.",
            "options": [
              {
                "icon": "🧩",
                "label": "is"
              },
              {
                "icon": "🧩",
                "label": "are"
              },
              {
                "icon": "🧩",
                "label": "am"
              },
              {
                "icon": "🧩",
                "label": "be"
              }
            ]
          },
          {
            "question": "Priya needs a new ____ to log in to her computer.",
            "options": [
              {
                "icon": "🔤",
                "label": "calculator"
              },
              {
                "icon": "🔤",
                "label": "river"
              },
              {
                "icon": "🔤",
                "label": "bicycle"
              },
              {
                "icon": "🔤",
                "label": "password"
              }
            ]
          },
          {
            "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": "9 a.m."
              },
              {
                "icon": "📄",
                "label": "5 p.m."
              },
              {
                "icon": "📄",
                "label": "9 p.m."
              },
              {
                "icon": "📄",
                "label": "5 a.m."
              }
            ]
          },
          {
            "question": "There are three new ____ starting this week.",
            "options": [
              {
                "icon": "🧩",
                "label": "employee"
              },
              {
                "icon": "🧩",
                "label": "employee's"
              },
              {
                "icon": "🧩",
                "label": "employees"
              },
              {
                "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 for my email account right now please."
              },
              {
                "icon": "💬",
                "label": "Why is this taking so long, it should have been done already?"
              },
              {
                "icon": "💬",
                "label": "I want this fixed and I want it fixed straight away today."
              },
              {
                "icon": "💬",
                "label": "Hello, could you help me set up my email account?"
              }
            ]
          },
          {
            "question": "The training session starts at ____ on Monday morning.",
            "options": [
              {
                "icon": "🔤",
                "label": "the weekend"
              },
              {
                "icon": "🔤",
                "label": "two kilometers"
              },
              {
                "icon": "🔤",
                "label": "five people"
              },
              {
                "icon": "🔤",
                "label": "nine o'clock"
              }
            ]
          },
          {
            "question": "Samuel ____ his new laptop yesterday afternoon.",
            "options": [
              {
                "icon": "🧩",
                "label": "received"
              },
              {
                "icon": "🧩",
                "label": "receives"
              },
              {
                "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 desk number"
              },
              {
                "icon": "📄",
                "label": "his new password"
              },
              {
                "icon": "📄",
                "label": "his laptop model"
              },
              {
                "icon": "📄",
                "label": "his home address"
              }
            ]
          },
          {
            "question": "Chen has ____ questions about the onboarding schedule.",
            "options": [
              {
                "icon": "🧩",
                "label": "much"
              },
              {
                "icon": "🧩",
                "label": "a few"
              },
              {
                "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": "That video was terrible and a complete waste of my time."
              },
              {
                "icon": "💬",
                "label": "Sorry, could you explain that step again, please?"
              },
              {
                "icon": "💬",
                "label": "I already know everything in that video so I do not need it."
              },
              {
                "icon": "💬",
                "label": "You explained it wrong and now I have to work it out myself."
              }
            ]
          },
          {
            "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": "Turn the computer on again"
              },
              {
                "icon": "📄",
                "label": "Enter your username"
              },
              {
                "icon": "📄",
                "label": "Click the Login button"
              },
              {
                "icon": "📄",
                "label": "Restart the computer"
              }
            ]
          },
          {
            "question": "Priya ____ the new CRM system since she joined the company two months ago.",
            "options": [
              {
                "icon": "🧩",
                "label": "has used"
              },
              {
                "icon": "🧩",
                "label": "used"
              },
              {
                "icon": "🧩",
                "label": "was using"
              },
              {
                "icon": "🧩",
                "label": "uses"
              }
            ]
          },
          {
            "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 that apply when using any office equipment on site"
              },
              {
                "icon": "📄",
                "label": "How to contact your supervisor by phone during your first week of work"
              },
              {
                "icon": "📄",
                "label": "The company's policy on paid holidays and unpaid leave of absence"
              },
              {
                "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": "goes"
              },
              {
                "icon": "🧩",
                "label": "went"
              },
              {
                "icon": "🧩",
                "label": "would go"
              },
              {
                "icon": "🧩",
                "label": "had gone"
              }
            ]
          },
          {
            "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 an IT access request at any point that week"
              },
              {
                "icon": "📄",
                "label": "Tomas's request took longer than the usual processing time"
              },
              {
                "icon": "📄",
                "label": "The IT team formally refused his access request early on Monday"
              },
              {
                "icon": "📄",
                "label": "Tomas received access to the shared drive on Monday afternoon"
              }
            ]
          },
          {
            "question": "The trainer said that the new software ____ the following week.",
            "options": [
              {
                "icon": "🧩",
                "label": "will be installed"
              },
              {
                "icon": "🧩",
                "label": "is installed"
              },
              {
                "icon": "🧩",
                "label": "would be installed"
              },
              {
                "icon": "🧩",
                "label": "installs"
              }
            ]
          },
          {
            "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 IT team's claim about the interface"
              },
              {
                "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 than the new portal"
              },
              {
                "icon": "📄",
                "label": "The writer thinks the new hires are simply careless and badly prepared"
              }
            ]
          },
          {
            "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 first day"
              },
              {
                "icon": "📄",
                "label": "The temporary login"
              }
            ]
          },
          {
            "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": "If"
              },
              {
                "icon": "🧩",
                "label": "Should"
              },
              {
                "icon": "🧩",
                "label": "Had"
              },
              {
                "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 was the reason that the onboarding timeline was shortened earlier this year"
              },
              {
                "icon": "📄",
                "label": "Management deliberately falsified the first-quarter completion rates that appear in its report"
              },
              {
                "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 and shorter timeline works well in practice for everyone"
              }
            ]
          },
          {
            "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": "Have tried everything else to resolve"
              },
              {
                "icon": "🧩",
                "label": "Tried everything else to resolve"
              },
              {
                "icon": "🧩",
                "label": "To have tried everything else resolve"
              },
              {
                "icon": "🧩",
                "label": "Having tried everything else to 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": "out of the blue"
              },
              {
                "icon": "🔤",
                "label": "in the pipeline"
              }
            ]
          },
          {
            "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 supervisor's promise to fix the issue within the same week"
              },
              {
                "icon": "📄",
                "label": "Lena's promise to document every exchange"
              },
              {
                "icon": "📄",
                "label": "The regional IT manager's promise of a resolution by Friday"
              },
              {
                "icon": "📄",
                "label": "The original deadline that came and went without any update at all"
              }
            ]
          },
          {
            "question": "Approval for early system access is ____ on completing the mandatory security training first.",
            "options": [
              {
                "icon": "🔤",
                "label": "discretionary"
              },
              {
                "icon": "🔤",
                "label": "mitigated"
              },
              {
                "icon": "🔤",
                "label": "notwithstanding"
              },
              {
                "icon": "🔤",
                "label": "contingent"
              }
            ]
          },
          {
            "question": "By the time the new system launches, the team ____ testing it for nearly six months.",
            "options": [
              {
                "icon": "🧩",
                "label": "will have been"
              },
              {
                "icon": "🧩",
                "label": "will be"
              },
              {
                "icon": "🧩",
                "label": "will have"
              },
              {
                "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 only cause of the lower first-month attrition"
              },
              {
                "icon": "📄",
                "label": "Labour-market conditions outside the company had no effect at all on the attrition figures"
              },
              {
                "icon": "📄",
                "label": "The curriculum change may be only one of several factors behind the lower attrition"
              },
              {
                "icon": "📄",
                "label": "The onboarding curriculum should be abandoned"
              }
            ]
          },
          {
            "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": "I want to make sure we're set up for success — is there any flexibility on the current dates?"
              },
              {
                "icon": "💬",
                "label": "The dates are fine, I have no concerns."
              }
            ]
          },
          {
            "question": "Her explanation, while technically accurate, was clearly intended to ____ responsibility for the error.",
            "options": [
              {
                "icon": "🔤",
                "label": "reflect"
              },
              {
                "icon": "🔤",
                "label": "deflect"
              },
              {
                "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 has already been approved and access will be arranged later on today"
              },
              {
                "icon": "💬",
                "label": "The request is unlikely to be granted, and the lead is avoiding a flat refusal"
              },
              {
                "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 so many questions about it"
              }
            ]
          },
          {
            "question": "Neither the onboarding schedule nor the training materials ____ ready when the new intake started last Monday.",
            "options": [
              {
                "icon": "🧩",
                "label": "were"
              },
              {
                "icon": "🧩",
                "label": "was"
              },
              {
                "icon": "🧩",
                "label": "have been"
              },
              {
                "icon": "🧩",
                "label": "has been"
              }
            ]
          }
        ],
        [
          {
            "question": "The invoice ____ ready for review.",
            "options": [
              {
                "icon": "🧩",
                "label": "are"
              },
              {
                "icon": "🧩",
                "label": "am"
              },
              {
                "icon": "🧩",
                "label": "be"
              },
              {
                "icon": "🧩",
                "label": "is"
              }
            ]
          },
          {
            "question": "Please ____ the invoice to the customer today.",
            "options": [
              {
                "icon": "🔤",
                "label": "send"
              },
              {
                "icon": "🔤",
                "label": "spend"
              },
              {
                "icon": "🔤",
                "label": "borrow"
              },
              {
                "icon": "🔤",
                "label": "sell"
              }
            ]
          },
          {
            "question": "Read this message: \"The office is closed today.\" - What does the message tell you?",
            "options": [
              {
                "icon": "📄",
                "label": "The office is not open today."
              },
              {
                "icon": "📄",
                "label": "The office is very busy today."
              },
              {
                "icon": "📄",
                "label": "The office is opening today."
              },
              {
                "icon": "📄",
                "label": "The office is closed every day."
              }
            ]
          },
          {
            "question": "Marco has two ____ this month.",
            "options": [
              {
                "icon": "🧩",
                "label": "invoice"
              },
              {
                "icon": "🧩",
                "label": "invoices"
              },
              {
                "icon": "🧩",
                "label": "invoice's"
              },
              {
                "icon": "🧩",
                "label": "invoices'"
              }
            ]
          },
          {
            "question": "Choose the polite way to start a message asking about a bill.",
            "options": [
              {
                "icon": "💬",
                "label": "Give me my bill right now, I am not waiting any longer."
              },
              {
                "icon": "💬",
                "label": "Bill me now and do not send me any more messages."
              },
              {
                "icon": "💬",
                "label": "I want bill and I want it sent to me straight away."
              },
              {
                "icon": "💬",
                "label": "Could you help me with my bill, please?"
              }
            ]
          },
          {
            "question": "The payment is due on the ____ of May.",
            "options": [
              {
                "icon": "🔤",
                "label": "fifth"
              },
              {
                "icon": "🔤",
                "label": "five"
              },
              {
                "icon": "🔤",
                "label": "fifty"
              },
              {
                "icon": "🔤",
                "label": "fifthly"
              }
            ]
          },
          {
            "question": "Priya ____ the invoice yesterday afternoon.",
            "options": [
              {
                "icon": "🧩",
                "label": "sends"
              },
              {
                "icon": "🧩",
                "label": "sent"
              },
              {
                "icon": "🧩",
                "label": "send"
              },
              {
                "icon": "🧩",
                "label": "sending"
              }
            ]
          },
          {
            "question": "Please ____ the invoice before you send it.",
            "options": [
              {
                "icon": "🔤",
                "label": "look over"
              },
              {
                "icon": "🔤",
                "label": "look up"
              },
              {
                "icon": "🔤",
                "label": "look after"
              },
              {
                "icon": "🔤",
                "label": "look forward to"
              }
            ]
          },
          {
            "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": "higher"
              },
              {
                "icon": "🧩",
                "label": "highest"
              },
              {
                "icon": "🧩",
                "label": "high"
              }
            ]
          },
          {
            "question": "Choose the best way to ask a colleague to explain a billing term again.",
            "options": [
              {
                "icon": "💬",
                "label": "Say it again because I did not hear you properly."
              },
              {
                "icon": "💬",
                "label": "What? I have no idea what any of that means."
              },
              {
                "icon": "💬",
                "label": "I don't understand nothing of what you just said to me."
              },
              {
                "icon": "💬",
                "label": "Sorry, could you explain that again?"
              }
            ]
          },
          {
            "question": "If you have a question about your payment, ask your ____.",
            "options": [
              {
                "icon": "🔤",
                "label": "supervisor"
              },
              {
                "icon": "🔤",
                "label": "receptionist"
              },
              {
                "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": "give"
              },
              {
                "icon": "🔤",
                "label": "make"
              }
            ]
          },
          {
            "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 price increase for customers."
              },
              {
                "icon": "📄",
                "label": "A temporary billing system update."
              },
              {
                "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": "doesn't pay"
              },
              {
                "icon": "🧩",
                "label": "won't pay"
              },
              {
                "icon": "🧩",
                "label": "didn'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": "Your request is stupid."
              },
              {
                "icon": "💬",
                "label": "Unfortunately, we are unable to approve this refund at this time."
              },
              {
                "icon": "💬",
                "label": "We refuse your request."
              }
            ]
          },
          {
            "question": "The invoice was sent on time; ____, the payment arrived two weeks late.",
            "options": [
              {
                "icon": "🔤",
                "label": "therefore"
              },
              {
                "icon": "🔤",
                "label": "however"
              },
              {
                "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 by the support team already."
              },
              {
                "icon": "📄",
                "label": "Samuel has not yet received an answer about the charges."
              },
              {
                "icon": "📄",
                "label": "The support team ignored Samuel's report about the two charges."
              },
              {
                "icon": "📄",
                "label": "Samuel caused the two charges himself and then forgot about them."
              }
            ]
          },
          {
            "question": "The customer said that her payment ____ the previous day.",
            "options": [
              {
                "icon": "🧩",
                "label": "had been processed"
              },
              {
                "icon": "🧩",
                "label": "has been processed"
              },
              {
                "icon": "🧩",
                "label": "is processed"
              },
              {
                "icon": "🧩",
                "label": "was process"
              }
            ]
          },
          {
            "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 with the refund request."
              },
              {
                "icon": "📄",
                "label": "The company blames the customer for the delay in the refund."
              },
              {
                "icon": "📄",
                "label": "The company is apologetic but cannot guarantee a timeline."
              },
              {
                "icon": "📄",
                "label": "The company has already solved the problem and closed the case."
              }
            ]
          },
          {
            "question": "Choose the most diplomatic way to tell a customer their invoice had an error.",
            "options": [
              {
                "icon": "💬",
                "label": "You made a mistake on your invoice."
              },
              {
                "icon": "💬",
                "label": "The invoice is wrong because of you."
              },
              {
                "icon": "💬",
                "label": "It seems there may have been a small error on the invoice, which we are correcting now."
              },
              {
                "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 that was returned."
              },
              {
                "icon": "📄",
                "label": "The two receipts that were missing from the file."
              },
              {
                "icon": "📄",
                "label": "The resubmitted expense report."
              },
              {
                "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": "Hey, you still owe us money!"
              },
              {
                "icon": "💬",
                "label": "Pay up already."
              },
              {
                "icon": "💬",
                "label": "We would like to remind you that invoice #2210 remains unpaid."
              },
              {
                "icon": "💬",
                "label": "Where's our cash?"
              }
            ]
          },
          {
            "question": "____ had the payment cleared than the account was reactivated.",
            "options": [
              {
                "icon": "🧩",
                "label": "Not until"
              },
              {
                "icon": "🧩",
                "label": "Only if"
              },
              {
                "icon": "🧩",
                "label": "As soon"
              },
              {
                "icon": "🧩",
                "label": "No sooner"
              }
            ]
          },
          {
            "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": "Automation was the more frequent cause of billing errors that quarter."
              },
              {
                "icon": "📄",
                "label": "Manual entry caused most of the billing errors raised in the last quarter."
              },
              {
                "icon": "📄",
                "label": "Automated billing eliminated all of the disputes raised in that quarter."
              },
              {
                "icon": "📄",
                "label": "Managers were entirely correct that automation reduces billing errors overall."
              }
            ]
          },
          {
            "question": "Choose the most effective wording for de-escalating an angry customer disputing a charge.",
            "options": [
              {
                "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."
              },
              {
                "icon": "💬",
                "label": "I hear your frustration, and I'd like to look into this with you right away."
              }
            ]
          },
          {
            "question": "____ the discrepancy earlier, the accountant could have corrected it before the invoice was sent.",
            "options": [
              {
                "icon": "🧩",
                "label": "If he noticed"
              },
              {
                "icon": "🧩",
                "label": "He had noticed"
              },
              {
                "icon": "🧩",
                "label": "Had he noticed"
              },
              {
                "icon": "🧩",
                "label": "Having noticed"
              }
            ]
          },
          {
            "question": "The new billing rates will apply across the board, meaning ____.",
            "options": [
              {
                "icon": "🔤",
                "label": "they affect only newly opened accounts"
              },
              {
                "icon": "🔤",
                "label": "they might be cancelled soon"
              },
              {
                "icon": "🔤",
                "label": "they affect every account equally"
              },
              {
                "icon": "🔤",
                "label": "they are still under internal 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 business day refund period."
              }
            ]
          },
          {
            "question": "The refund is ____ upon the item being returned within thirty days.",
            "options": [
              {
                "icon": "🔤",
                "label": "mitigated"
              },
              {
                "icon": "🔤",
                "label": "discretionary"
              },
              {
                "icon": "🔤",
                "label": "notwithstanding"
              },
              {
                "icon": "🔤",
                "label": "contingent"
              }
            ]
          },
          {
            "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": "had been investigating"
              },
              {
                "icon": "🧩",
                "label": "was 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": "I'm sure there's a reason this invoice went out three weeks late."
              },
              {
                "icon": "💬",
                "label": "Thanks for sending the invoice this week."
              }
            ]
          },
          {
            "question": "The finance team issued a ____ apology after the billing error affected hundreds of accounts.",
            "options": [
              {
                "icon": "🔤",
                "label": "wholesale"
              },
              {
                "icon": "🔤",
                "label": "bulk"
              },
              {
                "icon": "🔤",
                "label": "gross"
              },
              {
                "icon": "🔤",
                "label": "blanket"
              }
            ]
          },
          {
            "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 over the whole weekend."
              },
              {
                "icon": "💬",
                "label": "The task took much longer than expected and was frustrating."
              },
              {
                "icon": "💬",
                "label": "The colleague did not work on the reconciliation task at all."
              },
              {
                "icon": "💬",
                "label": "The colleague enjoyed working the extra hours over the weekend."
              }
            ]
          },
          {
            "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": "are"
              },
              {
                "icon": "🧩",
                "label": "has been"
              }
            ]
          }
        ],
        [
          {
            "question": "The delivery van ____ in the parking lot.",
            "options": [
              {
                "icon": "🧩",
                "label": "are"
              },
              {
                "icon": "🧩",
                "label": "am"
              },
              {
                "icon": "🧩",
                "label": "is"
              },
              {
                "icon": "🧩",
                "label": "be"
              }
            ]
          },
          {
            "question": "Priya works at the ____. She helps customers with their orders.",
            "options": [
              {
                "icon": "🔤",
                "label": "mountain range"
              },
              {
                "icon": "🔤",
                "label": "warehouse"
              },
              {
                "icon": "🔤",
                "label": "river"
              },
              {
                "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": "Call tomorrow"
              },
              {
                "icon": "📄",
                "label": "Send an email now"
              },
              {
                "icon": "📄",
                "label": "Wait at the office"
              }
            ]
          },
          {
            "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 very much for your time today."
              },
              {
                "icon": "💬",
                "label": "I am angry now."
              },
              {
                "icon": "💬",
                "label": "Hello, I have a question about my order."
              },
              {
                "icon": "💬",
                "label": "Where is my money."
              }
            ]
          },
          {
            "question": "The truck leaves at ____ o'clock every morning.",
            "options": [
              {
                "icon": "🔤",
                "label": "seven"
              },
              {
                "icon": "🔤",
                "label": "seventh"
              },
              {
                "icon": "🔤",
                "label": "seventy"
              },
              {
                "icon": "🔤",
                "label": "seventeen"
              }
            ]
          },
          {
            "question": "Samuel ____ the package to the wrong address yesterday.",
            "options": [
              {
                "icon": "🧩",
                "label": "sends"
              },
              {
                "icon": "🧩",
                "label": "send"
              },
              {
                "icon": "🧩",
                "label": "sent"
              },
              {
                "icon": "🧩",
                "label": "sending"
              }
            ]
          },
          {
            "question": "Aisha will ____ the parcel from the depot tomorrow.",
            "options": [
              {
                "icon": "🔤",
                "label": "pick out"
              },
              {
                "icon": "🔤",
                "label": "pick up"
              },
              {
                "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": "On Friday"
              },
              {
                "icon": "📄",
                "label": "Today"
              },
              {
                "icon": "📄",
                "label": "Next Monday"
              },
              {
                "icon": "📄",
                "label": "It already arrived"
              }
            ]
          },
          {
            "question": "This delivery is ____ than the last one - it only took two days.",
            "options": [
              {
                "icon": "🧩",
                "label": "fast"
              },
              {
                "icon": "🧩",
                "label": "fastest"
              },
              {
                "icon": "🧩",
                "label": "more fast"
              },
              {
                "icon": "🧩",
                "label": "faster"
              }
            ]
          },
          {
            "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": "Sorry, could you repeat that number, please?"
              },
              {
                "icon": "💬",
                "label": "You are wrong about everything you have just told me."
              },
              {
                "icon": "💬",
                "label": "I already know that."
              }
            ]
          },
          {
            "question": "Lena checks the ____ before she pays the delivery company.",
            "options": [
              {
                "icon": "🔤",
                "label": "suitcase"
              },
              {
                "icon": "🔤",
                "label": "umbrella"
              },
              {
                "icon": "🔤",
                "label": "invoice"
              },
              {
                "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": "has called"
              },
              {
                "icon": "🧩",
                "label": "was calling"
              }
            ]
          },
          {
            "question": "Priya needs to ____ a complaint about the delayed order.",
            "options": [
              {
                "icon": "🔤",
                "label": "do"
              },
              {
                "icon": "🔤",
                "label": "take"
              },
              {
                "icon": "🔤",
                "label": "have"
              },
              {
                "icon": "🔤",
                "label": "make"
              }
            ]
          },
          {
            "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 any of their packages on time at all."
              },
              {
                "icon": "📄",
                "label": "The company removed the tracking feature."
              },
              {
                "icon": "📄",
                "label": "Customer support calls have increased sharply since the system launched."
              }
            ]
          },
          {
            "question": "If the package ____ damaged, we will send a replacement immediately.",
            "options": [
              {
                "icon": "🧩",
                "label": "arrived"
              },
              {
                "icon": "🧩",
                "label": "will arrive"
              },
              {
                "icon": "🧩",
                "label": "arrives"
              },
              {
                "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 business days after he placed the order on Monday."
              },
              {
                "icon": "📄",
                "label": "Samuel cancelled the order himself."
              },
              {
                "icon": "📄",
                "label": "The company never sends shipping confirmation emails to any of its customers."
              },
              {
                "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": "is delivered"
              },
              {
                "icon": "🧩",
                "label": "delivered"
              },
              {
                "icon": "🧩",
                "label": "would be 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 has already ended the partnership."
              },
              {
                "icon": "📄",
                "label": "The writer is doubtful that the partnership should continue."
              }
            ]
          },
          {
            "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": "I'm afraid the refund may take a little longer than expected; thank you for your patience."
              },
              {
                "icon": "💬",
                "label": "You will have to wait, there is nothing I can do."
              },
              {
                "icon": "💬",
                "label": "Refunds are always slow, so don't complain."
              }
            ]
          },
          {
            "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": "notify"
              },
              {
                "icon": "🔤",
                "label": "notice"
              },
              {
                "icon": "🔤",
                "label": "note"
              },
              {
                "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 item that did not match his order"
              },
              {
                "icon": "📄",
                "label": "The order number"
              },
              {
                "icon": "📄",
                "label": "The customer support team that he wrote to"
              },
              {
                "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": "We sincerely apologise for the delay and are working to resolve it as quickly as possible."
              },
              {
                "icon": "💬",
                "label": "Yeah, the delivery's running behind, no big deal."
              }
            ]
          },
          {
            "question": "____ had the courier left the depot when the storm forced all deliveries to stop.",
            "options": [
              {
                "icon": "🧩",
                "label": "Hardly"
              },
              {
                "icon": "🧩",
                "label": "No sooner"
              },
              {
                "icon": "🧩",
                "label": "Not until"
              },
              {
                "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 any of their delivery data."
              },
              {
                "icon": "📄",
                "label": "Regional supervisors agree completely with management's claim about the software."
              },
              {
                "icon": "📄",
                "label": "The evidence for management's claim is incomplete and may be misleading."
              }
            ]
          },
          {
            "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": "You're overreacting, cancellations happen all the time."
              },
              {
                "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": "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": "Been"
              },
              {
                "icon": "🧩",
                "label": "Delaying"
              },
              {
                "icon": "🧩",
                "label": "Having been"
              }
            ]
          },
          {
            "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 operations director"
              },
              {
                "icon": "📄",
                "label": "The regional supervisor"
              },
              {
                "icon": "📄",
                "label": "An independent auditor"
              },
              {
                "icon": "📄",
                "label": "A customer who complained"
              }
            ]
          },
          {
            "question": "Approval of the emergency shipment is ____ upon the warehouse manager's final sign-off.",
            "options": [
              {
                "icon": "🔤",
                "label": "discretionary"
              },
              {
                "icon": "🔤",
                "label": "mitigating"
              },
              {
                "icon": "🔤",
                "label": "notwithstanding"
              },
              {
                "icon": "🔤",
                "label": "contingent"
              }
            ]
          },
          {
            "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 that the whole logistics network has completely collapsed."
              },
              {
                "icon": "📄",
                "label": "The decline is definitely just random chance and should therefore be ignored."
              },
              {
                "icon": "📄",
                "label": "The decline only affects one facility and nowhere else."
              },
              {
                "icon": "📄",
                "label": "The decline is real but its full extent and cause are not yet certain."
              }
            ]
          },
          {
            "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."
              }
            ]
          }
        ]
      ]
    }
  },
  "testNames": {
    "english-proficiency": "ఇంగ్లీష్ ప్రావీణ్య పరీక్ష"
  }
}