Free Customer Service Situational Judgement Test Practice 2024

Best response: A

Subject: Changes and development, learning about new products.
Competencies: Dealing with changes/learning, achievement, independence

Explanation: Here you are asked about your strategy in learning new things, and specifically – the first step you would take. A word of caution - these questions are sometimes misleading, as they still require you to take into consideration the importance of each response.

Answer choice A is the basic response – simply read the key information about this product. This is the first and most important step you should take, because any other step will be more efficient after you have gathered basic information about the product. This response demonstrates adaptability (dealing with change and learning new things), achievement and independence.

Scheduling a Q&A meeting (answer choice B) is a good idea, but you need to read about the product before you can ask questions about it.

Asking a colleague to tell you about the product (answer choice C) cannot replace reading about it yourself. Relying on someone else’s understanding can be problematic. Moreover, you cannot be sure that your colleague’s unofficial summary will include all the information you need. Generally speaking, talking to colleagues about their understanding of the information you need to learn can be beneficial, but only as an addition to your own reading.

Answer choice D is unprofessional and irresponsible; you should be knowledgeable and prepared before you begin selling the product.

Another word of caution here – there is no clear-cut answer to this question. Some employers may prefer that you ask a colleague about the best strategy before beginning your research. It could show your planning and organization. As a general tip, we recommend reading about the employer and the role you are applying for, and try to familiarize yourself with the required competencies and values.

Best response: C

Subject: Customer complaints
Competencies: Problem solving; active listening/effective speaking; proactivity

Explanation: In this scenario, you are facing a customer’s complaint about the service. You don’t know the original reason for their visit to the store. Looking at the answer choices, we see that they are in the form of direct speech. This implies that we need to pay attention to communication, specifically effective speaking with the customer.

Answer choice A includes an apology for the way the customer feels, which shows service orientation and care for them. In addition, there is an offer to call the manager. This is a rather extreme course of action at this point, as you have not yet heard the problem and tried to address it yourself.

Answer choice B shows empathy and provides an explanation for the situation. However, the customer has not told you their problem with the service yet. More importantly, you want to try to provide a solution rather than provide explanations for the slow service, as they could sound like excuses.

Answer choice C is the only one in which you ask the customer to tell you what happened. This shows both interest and readiness to hear the customer – active listening. It also demonstrates a willingness to find a solution – a proactive, problem solving approach.

Answer choice D is polite and emphatic. However, it is ineffective and offers no attempt to correct whatever happened.