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The Receptionist test evaluates a candidate’s ability to be the first point of contact for a business, including taking responsibility for greeting visitors, answering calls and emails, scheduling appointments, and performing other administrative duties.
It’s an ideal test for pre-employment screening of candidates applying for front desk roles, such as receptionists, front desk clerks, and other administrative office roles. A good candidate for a receptionist job will be able to display a high level of interpersonal skills, the ability to resolve customer issues, excellent written communication, proficiency in scheduling appointments, thoroughness in detail-oriented work, an aptitude for understanding numerical information, thorough comprehension of written information presented in reports and emails, and the ability to make logical conclusions about facts and figures.
This test requires candidates to demonstrate their abilities in real-world scenarios by answering a series of multiple-choice and fill-in-the-blank questions.
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.
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?
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?
When writing an argumentative essay, it's very important to establish credibility with the audience. Providing inaccurate or false information is a surefire way to lose credibility with the reader. Once the essay’s credibility is lost, the reader will be less likely to believe other statements even if they are backed up by facts.
Select the statement that most effectively summarizes the above text:
You drafted an email on your phone in poor lighting while in transit. Now back in the office, you need to proofread what you wrote before sending it out. Read the email draft below.
The agenda for next week’s meeting includes presentations from both the marketing and sales teams. Marisol, you will need to has completed the analysis of the most recent campaign by then. You guys need to present slides of those outcomes at the meeting, OK? Meanwhile, Lucas should do something similar for the sales team. Rather than presenting individual case studies, tries to analyze the quarter as a whole this time. Let's nail these presentations and show the executives how much improvement we have made?
Which sentences have errors in grammar or punctuation?
Your company has been working to add old paper invoices to their new digital system. You have been tasked with checking the implementation to ensure that the details from the paper copy have been entered into the new system accurately.
Compare each item in the list below to see if the version displayed on your screen matches the paper copy.
In the Match? column, choose Y if the items match or choose N if they do not match.
|_____||Name||Bhuvana Ananathram||Bhuvana Anantharam|
|_____||Order Total||USD 1,717,771.17||USD 1,717,771.17|
|_____||Address||1255 34th, 32356||1255 34th, 323S6|
|_____||Payment||ALL 1,717,771.17||ALL 1,717,771.77|
As a customer care representative named Jim for an online shoe store, you start a live support chat with Amy. She is a customer who wants to exchange shoes that don’t fit for the same shoes in another size. You greet the customer with your name and let her know that you will take care of her return immediately. Then, you offer to find the shoes in a better size for her. She replies, “No offense Jim, but I’d rather talk to a woman about women’s shoes.”
What are appropriate responses?
You are covering for a coworker who is out on leave. Your coworker has left you a voicemail message specifying the tasks you will need to do for them.
Hi there! Thanks so much for covering for me. So, the main thing you need to do is complete the monthly revenues spreadsheet. You can do that by looking up the latest ad revenue in the reporting from marketing. Ok, so after you do all of that, go ahead and check my email and then my voicemail to see if there are any requests from the executives. If there are any such requests, do those first unless you have an emergency request from another department. Once you’re done with fulfilling requests, please water my desk plant after you turn off the computer. Oh, wait, I should have mentioned a couple of things: you have to log in with manager access in order to see the marketing reports, and you'll need to send me an update email right after you finish handling the requests. OK, thanks again. This is a big help! I owe you lunch when I’m back.
Place the tasks in the correct order.
Carefully read the following excerpt from an article on paper production:
With the recovery rate of used paper for recycling approaching 70 percent in the United States and Europe, and approaching 80 percent in Japan, to keep up with our demand for paper we need to continue using fresh fiber as well as recycled, according to the premise set forward in a new report by the World Business Council for Sustainable Development (WBCSD).
Detailing the reasons why fresh fiber combined with recycled is important for a single integrated wood fiber system, the report examines the “complementarity” of using both and discusses the functions of different types of fibers and the issues related to both recycling old fiber and sourcing fresh fiber. In 2012, 400 million tons of paper and paperboard were produced and consumed globally, which is double that in 1985, notes the report. As the population continues to expand and standards of living increase, this number is expected to climb by another 40 percent by 2028. While many would advocate for cutting down on paper use in the first place, in the face of global demand the most sustainable fiber may have to be the next best thing. But therein lies the rub: finding adequate quantities of said fiber will be the challenge of the global pulp and paper industry.
Which statement most effectively summarizes the text?
In an upcoming referendum, voters will be asked whether the minimum wage should be increased. Telephone polls of likely voters were conducted to predict what the result might be. All respondents were put into at least one of six categories based on profession and age: scientist, lawyer, hourly wage earner, small business owner, younger voter, older voter.
The opinion polls showed:
- A majority of voters are in favor of keeping the current minimum wage.
- A majority of scientists and lawyers supported a rise in the minimum wage.
- Younger voters are more inclined to support a rise in the minimum wage.
- Older voters tend to support no change.
- Hourly wage earners overwhelmingly supported a rise in the minimum wage.
- Small business owners were evenly split on the subject.
Select all the statements that can be concluded from the above text:
Consider the following table of tire test scores:
If a tire scores 4 or less in any category, it fails the test.
What is the highest average score of the tires that pass the test?
As a customer support agent for a music equipment company you receive an email from Fatema about a violin she bought last week for her son. She says the strings broke while he was playing in his school’s holiday concert and he was embarrassed to tears. She asks what you can do to make it up to him.
As part of your customer service work for QuikPizza, you monitor the restaurant's social media accounts to make sure that customers have positive experiences with the restaurant. When you come into work one morning, you see the following public post from the night before, which already has 138 likes.
Given that this message is on social media, how do you respond appropriately?
John has some apples, and two brothers, Jack and Jim.
John eats 3 of his apples and splits the remainder equally between himself and each one of his brothers. Jack and Jim both eat half the apples they have been given. Together the three brothers have 4 apples left.
How many apples did John start with?
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?
Which product line saw the largest absolute increase in income (dollar amount, not percentage) in the second half of the year compared to the first half of the year?
Your assistant attended several meetings on your behalf while you were out on sick leave. You need to include a summary of each meeting in your next team newsletter. For each meeting below, choose the clearest and most concise way to restate the key points your assistant compiled.
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.
Cats 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?
A customer phones to complain about a printer she purchased last week that stopped working. The customer tells you the brand of printer and it's clear she has called the wrong number because your company has never sold that brand.
What responses show appropriate customer service in this situation?
While training to be a workplace investigator, you are taught to read mirrored writing so you can read a suspect's monitor that is facing away from you when there is a window or mirror behind it. To test your skill, you are asked to compare a list of passwords to a list of mirrored images.
|Password #||Passwords||Mirrored Images|
Which of the passwords are the same as the mirrored images?
As a customer support agent, you receive the following email from an angry customer.
|Subject: YOU LIE AND I AM SUING IF I DO NOT GET MY MONEY TODAY!!|
|Text: I have emailed your company several times to get a refund for a television that I returned three weeks ago. Each time, someone from your company promised that my refund was on the way but I got nothing. I have attached the emails from your company as proof of the lies. I'M TIRED OF WAITING!! If I don't get my refund today, I'm suing.|
What are appropriate responses?
To improve communications, your company's CEO gives you a list of meetings she wants you to schedule between all possible combinations of herself, the CFO, the COO, and the CCO. You come up with your own list to compare with hers.
Based on your list, which meetings are missing, mistaken, or misspelled on the CEO's list?
It takes Billy 4 hours to paint a fence by himself. It takes Suzy 6 hours to paint the same fence by herself.
How long will it take them if they start working on the same fence together and neither of them stops until the fence is completely painted?
As a customer success specialist, you can only approve in-app purchase refund requests that are made within time limits determined by whether the customer is an adult or a child and whether the request came through the app store or by email.
|Adult Time Limit for Approval||Child Time Limit for Approval|
|App Store Refund Request||4 hours after purchase||8 hours after purchase|
|Email Refund Request||8 hours after purchase||16 hours after purchase|
NOTE: US customers use the date format MONTH/DAY/YEAR while Europeans use DAY/MONTH/YEAR. According to your company, a child is anyone born after 1/2/2010 for US customers and after the same date of 2/1/2010 for Europeans.
The table below gives the details you need to decide which customers' refund requests to approve.
|Damian Brook||US||1/2/2010||app store||1/2/2021||06:00||1/2/2021||09:00|
|Tamzin Olson||Europe||1/2/2010||app store||2/2/2021||13:00||2/2/2021||20:00|
|Yassin Clements||US||2/1/2010||app store||2/1/2021||22:00||2/2/2021||5:00|
Whose refund request should be approved?
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Revenue No Growth, Tax, Uber, Drawing the Next Card, Revenue Growth, Life Expectancy, Business Reports, Broken Clock, Parrots, Gas Price, Swimming Pool, Employees to Digits, Traffic Counter, Pages, Ears, Profits, Gas Price Change, Digits to Employees, Fruit Juice Processing, Penny Flipping, World Championship, Elementary School, Kindergarten, Alarm System, Game Rules, Bikers, Riviera Hotels, Masked Burglar, Math Courses, Middle Ages Warlords, Profit Margin, Race Track, Road Trip, Thief, Digital Ads, Holidays, Money, Workplace, All-Stars, Customer Parking, Working Week, Fossil Dig, Vacation Days, Lucky Roller, Elves, Upselling, Product Defect, Travel Club, Angry Jones, Service Failure, Critical Client, Traffic Tickets, Blue-collar Workers, Renewable Energy, Refund Demand, Unavailable Teammate, Flower Exports, Event Booking, Restaurant Meeting, Busy Intersection, Report Distribution, Conference Instructions, Training Session, Billable Hours, Pages Turned, Condominium, Football Stadium Renovation, Candidate Answers, Money, Mold, Intern Design, Thank You Email, Cancelled Customer, Pet Supplies, Pricing Mistake, Troubleshooting Flowchart, Eco Refrigerator, Shirt Colors, Data Breach, Avoiding Calls, File Encryption, Red Black Chart, Clock Hands, Gear Wheels, Olive Oil Press, Clock Angles, Brainstorming Session, License Match, Seating Plan, Text to Code, Eye Color, Cooking Oil, Discount, Break, Free Calls, Plans, Document Organization, Sales Flights, Email Dictation, Sunscreen Ingredients, Hair Products, Food Additive, Work to Finish, Company Rules, Reversed Accounts, Automatic Entries, Inventory Count, Project Hours, Daily Tasks, Employee of the Year, Whitepaper Estimate, Busy Schedule, Assign Staff.
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