This Customer Service Aptitude Test Separates Good From Bad Hires

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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
Interpersonal Skills
Customer Service

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
2 min
mca
Public
Issue Resolution
Customer Service

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
1 min
mcq
Public
Logical Reasoning
Zero-Sum Thinking

An eagerly awaited new album has been leaked several hours before its official release. Listeners are now able to download the album for free.

How will this affect album sales?

Easy
3 min
num
Public
Numerical Reasoning
Linear Equations

How old is John if, in 38 years, he will be 3 times as old as he is today?

Easy
3 min
mcq
Public
Verbal Reasoning
Most Effective Summary

An author writes an argumentative essay to persuade readers to agree with a claim about a topic. When writing an argumentative essay, it's important to establish credibility with readers to convince them that the author is trustworthy. True statements, accurate evidence, and clear logic increase an author's credibility. However, false statements, inaccurate evidence, and unclear logic make an author less credible. With lower credibility, an author is less likely to persuade readers to agree with a claim--even when it is trustworthy.

Select the statement that most effectively summarizes the above text:

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
1 min
mca
Public
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:

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83 more premium Customer Service Aptitude questions

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

Skills and topics tested

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

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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