Model answer notes
Built from each question on this page — a shape to follow and some phrases to borrow, not a script to memorise. Examiners mark you down for answers that sound learned by heart.
Part 1 · Question 1
Can you ride a bicycle?
Aim for 40–60 words, roughly 20–30 seconds.
Answer the question directly in the first sentence, add the reason behind it, then finish on one concrete detail from your own life. Do not stop after three words, and do not turn it into a speech.
Pick up and paraphrase: bicycle
- To be honest, …
- …, which is something I have always found useful.
- The main reason for that is …
Part 1 · Question 2
When did you learn to cycle?
Aim for 40–60 words, roughly 20–30 seconds.
Answer the question directly in the first sentence, add the reason behind it, then finish on one concrete detail from your own life. Do not stop after three words, and do not turn it into a speech.
Pick up and paraphrase: learn, cycle
- What springs to mind is …
- …, and that is fairly typical where I am from.
- If I had to pick one, it would be …
Part 1 · Question 3
How common are bicycles in your city?
Aim for 40–60 words, roughly 20–30 seconds.
Answer the question directly in the first sentence, add the reason behind it, then finish on one concrete detail from your own life. Do not stop after three words, and do not turn it into a speech.
Pick up and paraphrase: common, bicycles
- It depends, but generally …
- …, whereas ten years ago it was quite different.
- A good example of that would be …
Part 1 · Question 4
Would you cycle to work if there were safe lanes?
Aim for 40–60 words, roughly 20–30 seconds.
Answer the question directly in the first sentence, add the reason behind it, then finish on one concrete detail from your own life. Do not stop after three words, and do not turn it into a speech.
Pick up and paraphrase: cycle, lanes
- I would say so, yes, mainly because …
- …, at least that has been my experience.
- On the other hand, some people would argue …
Part 1 · Question 5
What stops more people from cycling where you live?
Aim for 40–60 words, roughly 20–30 seconds.
Answer the question directly in the first sentence, add the reason behind it, then finish on one concrete detail from your own life. Do not stop after three words, and do not turn it into a speech.
Pick up and paraphrase: stops, cycling
- Not particularly, no — the thing is …
- …, which makes a real difference day to day.
- That said, I can see why others might …
Part 1 · Question 6
Should cities give more road space to cyclists?
Aim for 40–60 words, roughly 20–30 seconds.
Answer the question directly in the first sentence, add the reason behind it, then finish on one concrete detail from your own life. Do not stop after three words, and do not turn it into a speech.
Pick up and paraphrase: cities, space, cyclists
- To be honest, …
- …, which is something I have always found useful.
- The main reason for that is …
Part 2 · Question 7
Describe an occasion when you complained about a poor service.
Aim for 180–220 words — the full two-minute long turn.
Use the one minute of preparation to jot a word per bullet. Take the bullets in the order they are printed, spend the most time on the last one, and close by answering the final line of the card. Keep talking until the examiner stops you.
Pick up and paraphrase: occasion, complained, service
- What springs to mind is …
- …, and that is fairly typical where I am from.
- If I had to pick one, it would be …
Part 3 · Question 8
What stops people from complaining even when they've been treated badly?
Aim for 80–110 words, roughly 40–60 seconds.
Give your position, justify it, illustrate it with a general example rather than a personal story, then acknowledge the other side. Part 3 rewards discussion, not autobiography.
Pick up and paraphrase: stops, complaining, they've
- It depends, but generally …
- …, whereas ten years ago it was quite different.
- A good example of that would be …
Part 3 · Question 9
How has social media changed the way companies respond to unhappy customers?
Aim for 80–110 words, roughly 40–60 seconds.
Give your position, justify it, illustrate it with a general example rather than a personal story, then acknowledge the other side. Part 3 rewards discussion, not autobiography.
Pick up and paraphrase: social, media, changed
- I would say so, yes, mainly because …
- …, at least that has been my experience.
- On the other hand, some people would argue …
Part 3 · Question 10
Are consumers in your country well protected when something goes wrong?
Aim for 80–110 words, roughly 40–60 seconds.
Give your position, justify it, illustrate it with a general example rather than a personal story, then acknowledge the other side. Part 3 rewards discussion, not autobiography.
Pick up and paraphrase: consumers, country, protected
- Not particularly, no — the thing is …
- …, which makes a real difference day to day.
- That said, I can see why others might …
Part 3 · Question 11
Which is more effective in the long run, complaining publicly or complaining privately?
Aim for 80–110 words, roughly 40–60 seconds.
Give your position, justify it, illustrate it with a general example rather than a personal story, then acknowledge the other side. Part 3 rewards discussion, not autobiography.
Pick up and paraphrase: effective, complaining, publicly
- To be honest, …
- …, which is something I have always found useful.
- The main reason for that is …
Part 3 · Question 12
Why do standards of service vary so much from one industry to another?
Aim for 80–110 words, roughly 40–60 seconds.
Give your position, justify it, illustrate it with a general example rather than a personal story, then acknowledge the other side. Part 3 rewards discussion, not autobiography.
Pick up and paraphrase: standards, service, industry
- What springs to mind is …
- …, and that is fairly typical where I am from.
- If I had to pick one, it would be …
Part 3 · Question 13
How could organisations use complaints to improve rather than simply to apologise?
Aim for 80–110 words, roughly 40–60 seconds.
Give your position, justify it, illustrate it with a general example rather than a personal story, then acknowledge the other side. Part 3 rewards discussion, not autobiography.
Pick up and paraphrase: organisations, complaints, improve
- It depends, but generally …
- …, whereas ten years ago it was quite different.
- A good example of that would be …
- what the service was
- what went wrong
- how you made the complaint