Customer Service Aptitude Test

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About the test

The Customer Service aptitude test evaluates a candidate's ability to provide assistance to a company’s customers as well as aptitude for logical, numerical, and verbal reasoning.

It's an ideal test for pre-employment screening of candidates applying for a variety of customer service roles, including call center and customer support. A good candidate for a customer service job will be able to display a high level of interpersonal skills, keen problem-solving abilities, and excellent written communication.

This test requires candidates to answer multiple-choice and writing-prompt questions to demonstrate how they would handle live interactions with customers as well as the ability to comprehend and reason about numerical and written information.

Sample public questions

Easy
2 min
mca
Public
AI-resistant
Issue Resolution
Customer Service
Insufficient Information

The customer you are speaking with needs help solving a relatively common problem with his computer printer. Early on in the conversation, you realize he is not at home and can't provide the model number and other information you normally need to process this request. How do you proceed with the call once you discover this information?

Easy
7 min
text
Public
Customer Emails
Angry Customer
Cancellation Threats
Customer Service
Manually Scored

You are on the support team for a cable/internet company and you have received the following email from a customer, Mike Smith:

I am very upset that your installation tech did not come to my home today at the appointed time. I took time off from work, all for no reason! I was told he should arrive between 12:00 and 5:00. He didn’t get here until 5:45. I could have just stayed at work since I normally get home at 5:30. This is not a good way to start my new service with you and I am already considering canceling!

A quick check of the notes on the customer’s account shows that the tech was scheduled to arrive ideally between 12:00 and 5:00pm, but didn’t get there until about 5:45 because of heavy traffic resulting from a car accident on one of the major crosstown roadways.

Please draft your response to this customer in the box below.

Easy
2 min
mca
Public
Interpersonal Skills
Customer Service
Technology Challenged

An elderly customer calls with a problem finding some product information on your company’s website. He is nice enough, just frustrated and hopeless because he can’t find what he needs. The information he’s looking for is too long and complicated to share over the phone. What are the best next steps?

Easy
10 min
fill
Public
AI-resistant
Verbal Reasoning
Deductive Reasoning
Understanding Rules

The company's sick leave policy says:

This company’s sick leave policy applies to all our employees who have been with our company for more than six months. Our employees can take sick leave only when they want to recover from a sudden illness, accident, or injury. They can use up to 10 days of sick leave for these purposes per calendar year.

Upon completion of each 12 month period of employment, employees will receive 3 additional days of sick leave for every completed 12 month period of working for the company. Unspent additional sick leave days cannot be transferred to the next 12 month period. For example, an employee who has worked for the company for 10 years would receive 30 additional days of sick leave, or 40 in total.

Keep in mind that employees who become sick should either use their sick days or work from home to avoid spreading illnesses.

Fill in the blanks, with numbers, for the cases below. Enter the number 0 for cases when an employee doesn't have the right to sick leave, according to the policy.

  • Emily, who has worked for us for almost half a year and still hasn't used any sick leave days, has the right to use up to __ sick leave days this year.
  • Faith, who just started her 3rd year of working for us and has not taken sick leave until now, had a car accident. She has the right to use up to __ days of sick leave to recover from her injuries.
  • Vanessa, who started to work for us a little over a year ago, took 2 days of sick leave last year. She was Faith's passenger in the car accident. Vanessa has the right to use up to __ days of sick leave to recover from her injuries.
  • Edith, who began working for us 8 months ago, has the right to use up to __ sick leave days for a volunteer adult care program at a local hospital that lasts the whole day.
  • If Gabrielle, who has worked for us for 20 months, and who took a 10-day sick leave immediately after her 6-month trial period had finished, gets ill tomorrow, she will have the right to use up to __  days of sick leave.
Easy
3 min
num
Public
AI-resistant
Numerical Reasoning
Table Lookup

Five types of tires were tested in three different driving conditions.

Consider the following table of their test scores:

Tire Type Driving Condition Test Scores
Dry Wet Snow
Desert 10 4 1
Beach 5 8 5
Mountain 6 9 6
Swamp 7 10 4
Jungle 7 5 6

If a tire type scored 4 or less in any category, it failed the test.

What is the highest average score of the tire types that passed the test?

Easy
1 min
mca
Public
AI-resistant
Logical Reasoning
Appeal to Probability

Dan put a large bet on a horse. However, a day before the race, the horse was injured.

Select which of the following statements are true:

Easy
5 min
mmcq
Public
AI-resistant
Verbal Reasoning
Critical Thinking

Germany's economy avoided falling into recession during the final three months of last year. This means that it avoided two consecutive quarters of negative GDP growth, which is the definition of a recession. This was a small, but positive, surprise for all analysts who, after the July-to-September period that featured a 0.3% decline, predicted the continuation of this negative trend.

Reasons for slower growth last year include a slowdown in the global economy and a weaker car sector, with some German consumers less willing to buy new cars amid confusion over new emission standards.

Joe Johnson, senior financial analyst, told the BBC that US tariffs on EU car exports, which US President Donald Trump has threatened, could have a major impact on Germany. He thinks that, if this happens, Germany might fall into recession.

What can be concluded from the text above?

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85 more premium Customer Service Aptitude questions

Life Expectancy, Product Defect, Angry Jones, Renewable Energy, Employee of the Year, Fossil Dig, Bikers, Apprenticeship, Plaster, Thief, Workplace, Alarm System, Condominium, Customer Parking, Math Courses, Working Week, Blue-collar Workers, Candidate Answers, Road Trip, Kindergarten, Penny Flipping, Elementary School, World Championship, Fruit Juice Processing, Busy Intersection, All-Stars, Masked Burglar, Race Track, Laptop Setup, Employees to Digits, Break, Clock Angles, Plans, Free Calls, Broken Clock, Gas Price, Gas Price Change, Ears, Digits to Employees, Pages Turned, Olive Oil Press, Discount, Clock Hands, Gear Wheels, Game Rules, Drawing the Next Card, Red Black Chart, Traffic Tickets, Business Reports, Profit Margin, Profits, Revenue Growth, Starfish, Outdoor Tub, Traffic Counter, Revenue No Growth, Troubleshooting Flowchart, Critical Client, Service Failure, Travel Club, Product of the Day, Data Exposure, Uber, Digital Ads, Money, Holidays, Tax, Cooking Oil, Unavailable Teammate, Thank You Email, Shirt Colors, Pet Supplies, Pricing Mistake, Soda and Battery, Refund Demand, Cancelled Customer, Eco Refrigerator, Avoiding Calls, Middle Ages Warlords, Football Stadium Renovation, Vacation Days, Riviera Hotels, Lucky Roller, Flower Exports, Pages.

Skills and topics tested

  • Verbal Reasoning
  • Inductive Reasoning
  • Interpersonal Skills
  • Customer Service
  • True Statement
  • Customer Emails
  • Customer Feedback
  • Logical Reasoning
  • Deductive Reasoning
  • Fallacy of the Undistributed Middle
  • Illicit Major
  • Attribute Substitution
  • Work Rate
  • Exponential Growth Bias
  • Argument from Fallacy
  • Affirming the Consequent
  • Fallacy of Composition
  • Existential Fallacy
  • Modal Fallacy
  • Fallacy of Exclusive Premises
  • Double Counting
  • Fallacy of Division
  • Set Theory
  • Gambler's Fallacy
  • Affirming a Disjunct
  • Conjunction Fallacy
  • Masked-Man Fallacy
  • Numerical Reasoning
  • Mechanics
  • Divide and Conquer
  • Table Lookup
  • Working with Time
  • Geometry
  • Linear Equations
  • Arithmetic
  • Percentages
  • Circular Reasoning
  • Dependent Events
  • Probability
  • Correlation and Causation
  • Chart Lookup
  • Issue Resolution
  • Process Improvement
  • Customer Complaint
  • Angry Customer
  • Upselling
  • Call Center
  • Most Effective Summary
  • Newspaper Excerpts
  • Insufficient Information
  • Cybersecurity Awareness
  • Unfulfilled Request
  • Return Request
  • Critical Thinking
  • Understanding Rules
  • Fractions

For job roles

  • Call Center Agent
  • Customer Support

Sample candidate report

What others say

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Simple, straight-forward technical testing

TestDome is simple, provides a reasonable (though not extensive) battery of tests to choose from, and doesn't take the candidate an inordinate amount of time. It also simulates working pressure with the time limits.

Jan Opperman, Grindrod Bank

Product reviews

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Capterra - Shortlist (2023)

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