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Candidate Guide (opens in new window)

Instructions

You will be presented with a scenario introduction and a segment of a conversation with a customer, in either text, audio or video format. You are asked to select which of three responses you would be most likely to give.

You will then be presented with a reply from the customer based on your selection. You are asked to select a further response from the three options presented. 

Each question in this section moves you forwards after you click 'Next'.  You cannot go back and change your answer. 

Click 'Next' to view an example scenario for this section.