I was invited to a room where I had a role play with one of the managers (?). She was "calling" with a problem and I had to fill in the information such as address, name, phone number, brief description of the problem. I was told to follow the questions, but I thought it was a general recommendation to follow the structure, not word-by-word. So I asked a couple of questions in a different way to not sound like a robot (nothing major, just swapped the word order) and didn't get through to the next round because of that. The receptionist told me that it happens a lot that people don't follow it word-by-word (I personally think it's not appropriate not pass people if they do not know the reasons why it's so important to not change anything). So a piece of advice, follow the questions and the structure word-by-word and you should be fine! Ooh, and I think I also did a second literacy test upon arrival, but not 100% sure.