Customer Service Aptitude Test

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About the test

The Customer Service Aptitude test evaluates the ability to help customers, and skills in logical, numerical, and verbal reasoning.

The vital skills assessed in this test for daily tasks at work include:

  • Using interpersonal skills to handle difficult situations effectively.
  • Identifying underlying issues and appropriate resolutions.
  • Logical, numerical, and verbal reasoning to deduce and quantify customers' needs and solutions.

Roles that involve customer support such as customer service representative and call center agent need to display a high level of interpersonal skills and keen problem-solving abilities.

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
AI-resistant
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
5 min
num
Public
AI-resistant
Numerical Reasoning
Chart Lookup

The charts below show the number of cars John sold last year and the profit per car he made.

A chart showing the number of cars sold and the profit per car.

How much did John earn last year?

Hard
2 min
mca
Public
AI-resistant
Verbal Reasoning
Deductive Reasoning
True Statement

catCats are common pets throughout the world, and their worldwide population exceeds 500 million.

Cats are the second most popular pet in the U.S. by number of pets owned, behind freshwater fish. Although cat ownership has commonly been associated with women, research has shown that men and women in the U.S. are equally likely to own a cat.

They are ranked as the third most popular pet in the U.K. by number of pets owned, after fish and dogs, with 8 million being owned.

What can be concluded from the text above?

Easy
5 min
mca
Public
AI-resistant
Logical Reasoning
Deductive Reasoning

You are having a discussion with your friend about the apps you both use.

Every app your friend uses, you also use. Spreadsheet is the app you use the most. You don't use the Calculator app at all.

With regard to what’s written above, select which of the following statements are true.

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91 more premium Customer Service Aptitude questions

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

Skills and topics tested

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

For job roles

  • Call Center Agent
  • Customer Support

Sample candidate report

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