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CASAS study materials
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CASAS practice questions

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Question 1Basic Communication (listening and speaking)

A customer says to you: "Could you speak a little slower, please?" What is the customer asking you to do?

  1. Repeat the entire conversation
  2. Speak more loudly
  3. Reduce your speaking speed Correct answer.
  4. Write everything down

Explanation

The phrase "a little slower" refers directly to the pace of speech, so the request is about tempo rather than volume or repetition. Recognizing the comparative form "slower" is the key listening cue in this kind of service encounter.

Question 2Basic Communication (listening and speaking)

A coworker tells you: "The supervisor wants those forms on her desk by noon." What information is the coworker giving you?

  1. A question about your schedule
  2. A request to cancel the meeting
  3. A complaint about the forms
  4. A deadline and a location for delivery Correct answer.

Explanation

The statement names a time (by noon) and a place (on her desk), which together describe when and where to deliver the forms. Listening for time and place markers is a core workplace listening skill.

Question 3Basic Communication (listening and speaking)

You answer the phone and hear: "Hi, this is Dana from Riverside Clinic calling to confirm your appointment." What is the caller's purpose?

  1. To ask you to change clinics
  2. To report a billing error
  3. To sell you a medical product
  4. To verify that you will attend a scheduled visit Correct answer.

Explanation

The verb "confirm" signals that the caller wants verification of an existing appointment. Identifying the purpose verb in a phone opening helps a listener respond appropriately.

Question 4Basic Communication (listening and speaking)

A speaker says: "Turn left at the second light, then the office is the first building on your right." Where is the office?

  1. Directly across from the second light
  2. Behind the parking lot
  3. On the right side just after the turn Correct answer.
  4. On the left side before the light

Explanation

The directions place the turn at the second light and then locate the office as the first building on the right. Following a sequence of landmarks in order is how listeners reconstruct a route.

Question 5Basic Communication (listening and speaking)

A receptionist says: "I'm sorry, Dr. Patel is booked solid this morning. I can fit you in at two." What is the receptionist offering?

  1. An afternoon appointment time Correct answer.
  2. A different doctor
  3. A phone consultation now
  4. A refund of your copay

Explanation

"I can fit you in at two" offers an available slot later in the day, which is an afternoon appointment. The apology plus the alternative shows the speaker is negotiating a new time.

Question 6Basic Communication (listening and speaking)

Someone says to you: "Excuse me, is this seat taken?" What do they want to know?

  1. Whether the seat is comfortable
  2. Whether the seat is already claimed by someone Correct answer.
  3. When the event begins
  4. Where the seat is located

Explanation

The idiom "taken" means already occupied or reserved by another person. Understanding common idioms is essential for interpreting polite requests in public settings.

Question 7Basic Communication (listening and speaking)

A message says: "Please call me back before five; otherwise I'll assume you're not coming." What will happen if you do not call?

  1. The speaker will think you are not attending Correct answer.
  2. The speaker will send an email instead
  3. The speaker will call the police
  4. The event will be moved to five

Explanation

The word "otherwise" introduces the consequence of not calling, which is that the speaker will assume you are absent. Conditional connectors like otherwise tell listeners what follows from an action.

Question 8Basic Communication (listening and speaking)

A customer says: "I've been waiting for twenty minutes and nobody has helped me." What is the customer expressing?

  1. Dissatisfaction with the service Correct answer.
  2. Confusion about the store hours
  3. Satisfaction with the wait
  4. Interest in a new product

Explanation

Stating a long wait and noting that no one helped signals a complaint about service. Tone and the mention of unmet expectations are the cues that identify dissatisfaction.

Question 9Basic Communication (listening and speaking)

A supervisor says: "Before you clock out, make sure the register is counted and the door is locked." What should you do first according to the order given?

  1. Turn off the lights
  2. Count the register Correct answer.
  3. Clock out
  4. Lock the door

Explanation

The instruction lists counting the register before locking the door, and both happen before clocking out. When tasks appear in a series, the first item named is the first action to complete.

Question 10Basic Communication (listening and speaking)

A recorded message says: "Your appointment on Thursday has been rescheduled to Friday at the same time." What changed?

  1. The doctor for the appointment
  2. The location of the appointment
  3. The length of the appointment
  4. The day of the appointment Correct answer.

Explanation

Rescheduling from Thursday to Friday changes the day while keeping the time the same. Distinguishing which detail changed from which detail stayed constant is a key listening skill.

Question 11Basic Communication (listening and speaking)

A coworker says: "I would have finished the report, but the printer jammed." What does the coworker mean?

  1. The printer was fixed before the deadline
  2. The report was finished on time
  3. The coworker never started the report
  4. The report was not completed because of a printer problem Correct answer.

Explanation

The pattern "would have ... but ..." describes a result that did not happen because of an interrupting cause. Here the jam prevented completion of the report.

Question 12Basic Communication (listening and speaking)

A speaker says: "Take the bus downtown, and from there the clinic is a five-minute walk." What does the speaker imply about the clinic?

  1. It is only open in the morning
  2. It has no parking lot
  3. It requires an appointment
  4. It is close to the downtown bus stop Correct answer.

Explanation

Describing the clinic as a five-minute walk from the downtown stop implies proximity to that stop. Implied meaning comes from spatial descriptions rather than explicit statements.

Question 13Basic Communication (listening and speaking)

A customer says quickly: "Can you tell me where the customer service desk is at?" Which detail should you listen for to answer?

  1. The location the customer is asking about Correct answer.
  2. The time of day
  3. The customer's name
  4. The reason for the visit

Explanation

The question word "where" signals that the needed information is a location. Focusing on the question word helps a listener identify which detail matters.

Question 14Basic Communication (listening and speaking)

A message says: "If it rains tomorrow, the picnic will be moved to the community hall." What is the condition for the change?

  1. A larger crowd than expected
  2. A booking conflict at the park
  3. Rain tomorrow Correct answer.
  4. Cold temperatures

Explanation

An if-clause states the condition that triggers the result. Here rain is the stated condition for relocating the picnic.

Question 15Basic Communication (listening and speaking)

A nurse says: "Hold the line for a moment while I check that for you." What does the nurse want you to do?

  1. Come to the office
  2. Call back later
  3. Wait without hanging up Correct answer.
  4. Speak to a different department

Explanation

"Hold the line" is a fixed telephone expression meaning to stay on the call and wait. Idiomatic phone phrases are frequent in service calls and must be recognized quickly.

Question 16Basic Communication (listening and speaking)

A speaker says: "I'm not sure I follow. Could you go over that one more time?" What does the speaker need?

  1. A written contract
  2. A repetition of the information Correct answer.
  3. A louder voice
  4. A different topic

Explanation

"I'm not sure I follow" politely signals a failure to understand, and "go over that one more time" asks for the information again. Recognizing polite repair requests keeps communication moving.

Question 17Basic Communication (listening and speaking)

An announcement says: "The 4:15 train will depart from track 6 instead of track 2." What should a listener do differently?

  1. Buy a new ticket
  2. Take a different train line
  3. Board at a different track Correct answer.
  4. Board at a different time

Explanation

The word "instead" contrasts the new track with the old one, so the only change is the boarding location. Tracking substitution words is essential in transit announcements.

Question 18Basic Communication (listening and speaking)

A customer says: "This is the third time I've called about the same problem." What is the customer most likely feeling?

  1. Unsure what the problem is
  2. Ready to buy a new product
  3. Frustrated that the issue is unresolved Correct answer.
  4. Pleased with the quick response

Explanation

Repeating a call about the same problem implies the earlier contacts did not solve it, which typically produces frustration. Tone plus repetition conveys the speaker's attitude.

Question 19Basic Communication (listening and speaking)

A supervisor says: "Feel free to ask questions as we go; I'd rather answer them now than fix mistakes later." What is the supervisor encouraging?

  1. Working without any supervision
  2. Writing questions down for later
  3. Waiting until the end to raise concerns
  4. Asking for clarification during the task Correct answer.

Explanation

"As we go" means during the process, and the comparison with fixing mistakes later explains why. The supervisor prefers immediate clarification over later correction.

Question 20Basic Communication (listening and speaking)

A speaker says: "The deadline isn't until Friday, so there's no rush, but I'd like a draft by Wednesday." What is requested by Wednesday?

  1. A written apology
  2. A meeting with the client
  3. A preliminary version of the work Correct answer.
  4. The final completed project

Explanation

A "draft" is an early version, and the speaker separates it from the final Friday deadline. Distinguishing interim from final deliverables is a common workplace listening task.

Question 21Basic Communication (listening and speaking)

A receptionist says: "I'm afraid Dr. Lin is out of the office until Monday. Would you like to speak with the nurse practitioner?" What is being offered?

  1. An alternative provider for the same concern Correct answer.
  2. A refund for today's visit
  3. A transfer to the billing office
  4. A Monday appointment with Dr. Lin

Explanation

When the named doctor is unavailable, offering another clinician is an alternative way to address the same need. Recognizing substitute offers helps a listener choose a next step.

Question 22Basic Communication (listening and speaking)

A speaker says: "Had I known the form needed a signature, I would have brought a pen." What is true?

  1. The speaker did not bring a pen Correct answer.
  2. The speaker signed the form already
  3. The speaker brought two pens
  4. The form did not need a signature

Explanation

The past unreal conditional "had I known ... I would have" describes a situation that did not occur. Because the speaker lacked the information, no pen was brought.

Question 23Basic Communication (listening and speaking)

A caller says: "I'm returning your call about the invoice, but I only have a couple of minutes." What should you do?

  1. Get to the main point quickly Correct answer.
  2. Ask the caller to hold for several minutes
  3. Schedule a meeting for next week
  4. Transfer the call without speaking

Explanation

Stating that only a couple of minutes are available signals a need for a brief, focused exchange. Responding to time constraints is part of managing a call efficiently.

Question 24Basic Communication (listening and speaking)

A speaker says: "Not that the schedule matters much, since the client moved the meeting anyway." What does the speaker mean?

  1. The client canceled the project
  2. The schedule is the most important issue
  3. The schedule is now irrelevant because the meeting changed Correct answer.
  4. The speaker created the schedule

Explanation

The construction "not that ... since ..." downplays the first point and gives the reason it no longer matters. The client's change makes the schedule unimportant.

Question 25Basic Communication (listening and speaking)

A supervisor says: "I'd appreciate it if concerns came to me directly rather than circulating among the team." What is the supervisor asking for?

  1. A team meeting to discuss every concern
  2. Problems raised privately with the supervisor first Correct answer.
  3. Silence about all workplace problems
  4. Written complaints sent to the whole team

Explanation

The contrast between coming "to me directly" and "circulating among the team" shows a preference for private, direct communication. Indirect polite requests still carry a clear expectation.

Question 26Basic Communication (listening and speaking)

A front desk clerk says: "I'm sorry, the doctor is running about twenty minutes behind. Would you like to wait in the seating area?" What is the clerk asking you to do?

  1. Wait for the doctor in the seating area. Correct answer.
  2. Reschedule your appointment.
  3. Come back another day.
  4. See a different doctor instead.

Explanation

The clerk explains the doctor is delayed and offers the seating area as a place to wait. The question 'Would you like to wait in the seating area?' directly invites you to stay and wait there.

Question 27Basic Communication (listening and speaking)

A recorded phone message says: "Please press one to confirm your appointment, press two to cancel, or stay on the line to speak with a representative." You want to keep your appointment. What should you do?

  1. Press two.
  2. Hang up and call back later.
  3. Press one. Correct answer.
  4. Stay on the line.

Explanation

The message lists each option with its purpose: pressing one confirms the appointment. To keep the appointment, you choose the confirmation option. Staying on the line connects you to a person, not to the confirmation system.

Question 28Basic Communication (listening and speaking)

A coworker tells you: "The copier on the second floor is out of toner, so use the one in the mailroom." What does the coworker want you to do?

  1. Replace the toner on the second floor.
  2. Wait until the second-floor copier is fixed.
  3. Use the copier in the mailroom. Correct answer.
  4. Order more toner for the office.

Explanation

The coworker gives a reason (no toner) and then an instruction (use the mailroom copier). The word 'so' signals that the instruction is the intended action. The coworker is redirecting you to a working machine.

Question 29Basic Communication (listening and speaking)

A speaker says: "The lobby closes at six, so please pick up your package before then." What is the latest time you can pick up the package?

  1. Before six o'clock. Correct answer.
  2. At six o'clock exactly.
  3. Any time the next morning.
  4. After six o'clock.

Explanation

The speaker states the lobby closes at six and asks you to pick up the package before then. 'Before then' refers to the closing time, so the latest safe time is before six. Picking up at or after closing would not work.

Question 30Basic Communication (listening and speaking)

A caller says: "I'm trying to reach someone about a billing error, but I keep getting transferred to the wrong department." What does the caller need?

  1. To speak with a supervisor about an employee.
  2. To pay the bill immediately.
  3. To cancel the account.
  4. To be connected to the correct department for billing. Correct answer.

Explanation

The caller describes repeated wrong transfers while trying to reach billing. The underlying need is to be routed to the right place. The words 'billing error' and 'wrong department' point to correct routing, not payment or cancellation.

Question 31Basic Communication (listening and speaking)

A supervisor says: "When you answer the phone, give your name and the department, then ask how you can help." What should you say first?

  1. How you can help.
  2. The caller's name.
  3. Your name and the department. Correct answer.
  4. The reason for the call.

Explanation

The supervisor lists the steps in order: give your name and department, then ask how you can help. The word 'first' in the question matches the first item in that sequence. The caller's name and reason are not part of the greeting.

Question 32Basic Communication (listening and speaking)

A customer says: "I'm looking for something for a dry cough, but I don't want anything that makes me sleepy." What does the customer want?

  1. A cough remedy that does not cause drowsiness. Correct answer.
  2. A prescription for a stronger medicine.
  3. A recommendation for a different store.
  4. A cough remedy that helps with sleep.

Explanation

The customer names a product need (something for a dry cough) and a restriction (nothing that makes them sleepy). Both parts must be satisfied. The request is for a non-drowsy cough product.

Question 33Basic Communication (listening and speaking)

A speaker says: "I was going to mail the form, but it's faster to drop it off at the office." What does the speaker plan to do?

  1. Fill out the form online.
  2. Ask someone else to deliver the form.
  3. Drop the form off at the office. Correct answer.
  4. Mail the form.

Explanation

The speaker contrasts an earlier plan (mailing) with a better one (dropping off). The phrase 'but it's faster' signals the chosen action. The plan is to deliver the form in person at the office.

Question 34Basic Communication (listening and speaking)

A receptionist says: "The doctor can see you now, but I'll need your insurance card and a photo ID before you go back." What should you do before seeing the doctor?

  1. Take a seat and wait.
  2. Fill out a new patient form.
  3. Show your insurance card and photo ID. Correct answer.
  4. Pay your bill in full.

Explanation

The receptionist states a condition that must be met before you go back: providing an insurance card and photo ID. The word 'before' marks the required step. Payment and forms are not mentioned in this exchange.

Question 35Basic Communication (listening and speaking)

A speaker says: "I can't hear you very well. There's a lot of noise on my end. Could you repeat that?" What is the speaker's problem?

  1. The speaker disagrees with what you said.
  2. The speaker is too busy to talk.
  3. The speaker wants to end the call.
  4. The connection is noisy and the message was unclear. Correct answer.

Explanation

The speaker gives a reason (noise on the line) and a request (repeat that). The problem is poor audio, not disagreement or lack of time. Repeating the message is the appropriate response.

Question 36Basic Communication (listening and speaking)

A speaker says: "I'm sorry to keep you waiting. The system was down earlier, so everything is running about ten minutes late." What does the speaker mean?

  1. The system will be down for the rest of the day.
  2. You have missed your appointment.
  3. The appointment has been canceled.
  4. There is a delay because of an earlier system problem. Correct answer.

Explanation

The speaker apologizes for a wait and explains the cause: an earlier system outage that slowed everything down. The effect is a ten-minute delay. Nothing suggests cancellation or a missed appointment.

Question 37Basic Communication (listening and speaking)

A supervisor says: "If a customer asks for a refund without a receipt, call me over before you say anything." What should you do if a customer has no receipt?

  1. Ask the customer to come back with a receipt.
  2. Refuse the refund and explain the policy.
  3. Give the refund immediately.
  4. Get the supervisor before responding to the customer. Correct answer.

Explanation

The supervisor gives a conditional instruction: when a refund is requested without a receipt, call the supervisor before speaking. The word 'before' makes the order of actions clear. You should not give or refuse the refund on your own.

Question 38Basic Communication (listening and speaking)

A speaker says: "The training is mandatory for new hires, but experienced staff can attend if they're interested." Who must attend the training?

  1. All employees.
  2. No one; it is optional.
  3. New hires. Correct answer.
  4. Experienced staff only.

Explanation

The sentence uses 'mandatory for new hires' to set a requirement and 'can attend if they're interested' to make it optional for experienced staff. The contrast word 'but' separates the two groups. Only new hires are required.

Question 39Basic Communication (listening and speaking)

A caller says: "I'm sorry, I think we got disconnected. You were telling me about the payment plan." What should you do?

  1. Transfer the caller to another department.
  2. Ask the caller to call back later.
  3. Start the entire conversation over from the beginning.
  4. Continue explaining the payment plan from where you left off. Correct answer.

Explanation

The caller indicates the call dropped and reminds you of the topic. The polite and efficient response is to resume the explanation. Restarting from the beginning or transferring would ignore the caller's request.

Question 40Basic Communication (listening and speaking)

A speaker says: "I would have called you sooner, but I didn't have your number until this morning." What does the speaker mean?

  1. They chose not to call earlier.
  2. They will call again this morning.
  3. They could not call earlier because they lacked the number. Correct answer.
  4. They called earlier but you did not answer.

Explanation

The 'would have ... but' structure explains why an earlier action did not happen. The speaker says the missing phone number prevented an earlier call. The call is happening now that the number is available.

Question 41Community Resources

A family needs help paying for groceries and does not know which local office to contact. Which community resource is designed to provide this kind of short-term food assistance?

  1. A food pantry or emergency food program Correct answer.
  2. A department of motor vehicles office
  3. A public library branch
  4. A neighborhood watch group

Explanation

Food pantries and emergency food programs exist specifically to supply groceries and meals to residents facing temporary shortages. They are the standard community referral when a household cannot afford enough food. Other listed offices serve unrelated functions.

Question 42Community Resources

A resident wants to report a broken streetlight on their block so it gets repaired. Which action best matches how local government services usually work?

  1. Wait for the next national election and vote
  2. Ask a neighbor to fix the light personally
  3. Call the city or county public works or service request line Correct answer.
  4. Mail a letter to the state governor's office

Explanation

Cities and counties maintain streetlights and accept service requests through public works departments or a central request line. Reporting through that channel creates a work order that staff track. State and federal offices do not handle routine local maintenance.

Question 43Community Resources

What is the main purpose of a public library card in most communities?

  1. It serves as an official photo identification for voting
  2. It provides free bus transportation within the county
  3. It allows residents to borrow materials and use computers and databases Correct answer.
  4. It certifies that the holder has paid local property taxes

Explanation

A library card is issued so residents can borrow books and media and access computers, Wi-Fi, and subscription databases. It is a service account, not a government ID or transit pass. Knowing this helps candidates direct people to free information resources.

Question 44Community Resources

A person without health insurance feels sick and wants low-cost care. Which community resource is most appropriate to recommend first?

  1. A community health center that charges on a sliding fee scale Correct answer.
  2. A retail store's customer service desk
  3. A home improvement warehouse
  4. A private law office

Explanation

Federally supported community health centers provide primary care and adjust charges based on income through sliding fee scales. They are the standard referral for uninsured residents who need medical attention. The other options do not deliver health care.

Question 45Community Resources

A newcomer needs to find out whether they qualify for a program that helps pay heating bills. Where should they apply?

  1. The animal control shelter
  2. The public transit authority's fare office
  3. The local energy assistance office that administers the low-income home energy program Correct answer.
  4. The county recorder's office

Explanation

Low-income home energy assistance is administered through designated local agencies that review income and household information. Applying at that office starts the eligibility review. Transit, recording, and animal control offices handle unrelated services.

Question 46Community Resources

Which statement best describes the role of a 211 service in many communities?

  1. It connects callers to health and human service referrals Correct answer.
  2. It collects federal income taxes
  3. It dispatches police for emergencies
  4. It issues driver's licenses

Explanation

A 211 line is an information and referral service that helps callers find food, housing, counseling, and other community supports. It is not an emergency line and does not handle licensing or taxes. Knowing the difference between 211 and 911 matters for correct referrals.

Question 47Community Resources

A resident receives a notice that their water will be shut off unless a past-due balance is paid. What is the most practical first step to resolve the problem through community resources?

  1. Pay the balance with a high-interest payday loan without checking other options
  2. Ask a neighbor to call the utility and pretend to be the account holder
  3. Contact the utility's customer service to ask about payment plans or assistance programs Correct answer.
  4. Ignore the notice until the shutoff date passes

Explanation

Utility customer service can explain payment arrangements and often refers customers to bill assistance programs. Acting before the shutoff date preserves service and avoids reconnection fees. Ignoring the notice or borrowing at high cost creates larger problems.

Question 48Community Resources

A tenant's landlord refuses to fix a broken heater during winter. Which community resource is most likely to help the tenant address this legally?

  1. The public works street maintenance crew
  2. A legal aid office that handles housing issues Correct answer.
  3. The local chamber of commerce
  4. A food bank's volunteer coordinator

Explanation

Legal aid organizations provide free or low-cost help with housing problems such as habitability and repair disputes. They can explain tenant rights and help the tenant send a formal demand or file a complaint. The other offices do not handle landlord-tenant matters.

Question 49Community Resources

A parent wants free or low-cost early childhood education for a four-year-old before kindergarten. Which community program is the most direct fit?

  1. A senior center's lunch program
  2. A community college's adult literacy class
  3. A publicly funded preschool or Head Start program Correct answer.
  4. An after-school sports league for teenagers

Explanation

Head Start and state-funded prekindergarten programs are designed to prepare children for school at little or no cost to eligible families. They enroll children before kindergarten age. The other programs serve adults, teens, or seniors rather than preschoolers.

Question 50Community Resources

A resident wants to donate used clothing so it reaches people in need rather than being resold for profit. What is the best way to confirm how a donation will be used?

  1. Ask the organization directly and request written information about its distribution policy Correct answer.
  2. Assume every donation bin supports charity
  3. Give the clothing to a for-profit resale shop and assume it will be distributed
  4. Drop items in any bin without checking the label

Explanation

Donation bins vary widely, and some are operated by for-profit companies. Asking the organization for written information about its programs confirms whether items are distributed free or sold. This protects the donor's intent and directs goods where they are needed.