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Unit 6

Lead in > Task 1 Basic listening practice CDACB

Listening in > Task 1 ABAABAA

Listening in > Task 2 BCCAD

Listening in > Task 3 CAACB

Let's talk > Task 1 (1) 900

(2) customer calls (3) 70

(4) human resources (5) supported (6) customer-facing

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(7) place (8) two

(9) right people (10) realistic Let's talk > Task 2

(3) Candidates have a telephone interview that would last somewhere in the region of 15 minutes.

(2) Candidates come to have a tour of the centre. They get to see the role, see how it feels, and feel the culture of the company. (1) Candidates complete an application form.

(4) Candidates have a two-hour assessment consisting of a role-play which looks at their customer service ability and a competency interview.

Let's talk > Task 3

Further listening and speaking > Further listening > Task 1 (1) coast (2) impressed

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(3) shipping company (4) cargo

(5) communication skills (6) essential (7) asset (8) team spirit (9) her age (10) her parents

Further listening and speaking > Further listening > Task 2 BAABA Task 3 CCBAD

Further listening and speaking > Viewing and speaking > Task 1

(1) selection (2) pressure

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