customer service situational judgement test

Shay is a new employee in john Lewis. As you have experience using the Tills, Eric, your supervisor, assigned you to help Shay learn the basics of the system. Although you believe the system is very easy to use, shay seems to be having a lot of difficulty following your instruction.

What should you do?

• Tell shay that everyone had an easy time learning how to operate the system and that he should not have any problems learning it.

• Let Jovi, who is more experienced than you, teach shay for the rest of the day and get back to your other tasks.

• Ask shay to do this later. You are becoming impatient and have other tasks to complete.

• be patient with shay, and ask what part of the explanation is unclear. Try to provide detailed explanations to questions he may have.

A customer calls and complains that a package he ordered has not arrived by the due date. When you check the delivery information, you see that it has not been delivered yet due to a stock shortage.

• I apologise and say it seems that there has been a delay in your order. Would you like me to give you a call when it has been dispatched?”

• say “I’m sorry, it seems that we are currently out of stock, but I’m sure your package will be delivered soon.”

• You are right; the package was not delivered yet. Unfortunately, we are out of stock at the moment so there isn't much I can do to help.”

• it seems that we’re out of stock of this product at the moment. You will have to be patient for a little longer.”

A new model of iPhone phone has just arrived in the Vodafone shop where you work, As a sales representative, which of the following is the most important thing you should do before starting to sell this product?

• Make sure that the product is displayed every where in the store.so customers can see the products and the posters

• Read about the popularity of the new product.

• Check how one of your competitors is displaying and selling the product.

• Try out the product yourself in order to familiarise yourself with it. so you can explain the different features of the product to customers.

It is a Tuesday morning and a colleague in the stationery section is away on sick leave. At 11am you are on your way to the staff room to take a quick tea break when, passing through the stationery section, you noticed a lot of the products have fallen on the floor and could be trip hazard for customers. what would you do

• Take your tea break and then on the way back quickly tidy up.

• Find another member of staff and ask them to tidy up

• Just put a sign next to the untidy area to warn customers, and go for your break

• Tidy up the area quickly yourself, it will only take few minutes of your break.

Arthur was working in Sainsbury's when an old lady who has a hearing difficulties asked him where the sugar is, he tells her twice where sugar is, but she cant hear what should he do.

• Repeat for a third time and point to the direction of the sugar

• ask someone else to help her

• walk away as he already told her three times.

• repeat a little louder for the third time, and take the customer to where the sugar is.

Rosi was working in Waterstone book shop when she noticed a customer browsing in the children's books area looking very dissatisfied and frustrated. he approaches Rosi asking for a particular book, however that particular book is out of stock, how should Rosi respond to the customer.

• Apologise and tell the customer the book is out of stock.

• Apologise and tell the customers the book is out of stock. Offer to order the book for him on the system and let him know how long this will take. offer to call him when the book arrives

• Tell the customer to buy it online on eBay or amazon, informing the customer they are a lot cheaper there than in Waterstone.

• Direct the customer to the supervisor, as you don't want deal with him in case he gets angry once he finds out the book is out of stock.

As part of the supported internship Louisa has been undertaking a variety of placements with different departments in the council. she is close to finishing a really successful placement in the marketing team and will be moving onto the Finance team in a week's time. At lunchtime a colleague from Marketing, who she have become quite close to, takes Louisa aside and warns her that there are a number of people in the Finance team who she has had problems with in the past. She says that there are people in the Finance team who are not to be trusted in her view and that Louisa would be better off avoiding them. what do think Louisa should do?

• ask what makes her think they can’t be trusted? find who shouldn't be trusted and why

• Say thanks for letting me know, but it’s probably better if I go there with an open mind rather than having preconceptions about my future colleagues.'

• Take her colleges word for it, and ask her job coaches not work with the finance team.

• Tell her friend she doesn't think it is appropriate for her to talk about people in this manner and tell her is probably best if they end the conversation now.

Tom and Jessica have been working on a presentation for a large and important client due by the end of the week. Your supervisor will present your work to the board of directors. Jessica is responsible for gathering data related to the customer, while Tom is responsible for transforming data into presentation slides. Accidentally, Jessica has collected the data from a wrong document- which caused Tom to produce 30 inaccurate slides. Your manager is counting on the presentation to be ready on time for the weekend meeting. what do think Tom should do

• Explain to the supervisor that Jessica has made an error gathering the data- which can cause a delay in the presentation. Ask Jessica politely if she could fix the mistake- as it was mostly her doing.

• Tell the supervisor that you and Jessica made an error while building the presentation from the data. Correct the inaccurate slides accordingly with the help of Jessica.

• Don’t tell the supervisor about the mistake. Hand him notes with some corrections to include while presenting the presentation.

• No need to bother the supervisor with this. he should talk to Jessica about fixing the inaccurate slides as soon as possible.

You are working in a call centre when a customer calls, to complain. The customer advises you that they have not yet received their goods that they purchased online, despite paying for next day delivery. The customer is angry and is talking with a raised voice.

• Advise the customer that the company is very busy and that their goods will be with them as soon as possible.

• Tell the customer you will look into it and hung up.

• Agree with the customer: The service is terrible.

• Apologise and advise the customer to stay on the line, whilst you speak to the delivery driver and get a time slot for delivery.

Rashed is a new employee in Tesco when customer approaches him and asked him where he could find the olive oil, Rashed is new so does not know where it is, what should he do

• Tell the customer he is new so he doesn't know where it is

• Direct the customer to where he thinks the oil is, although he is unsure

• Apologise and tell the customer he is new and he is not sure where it is, but he will find out for her. asking the customer to wait while he finds out.

• Tell the customer that's not his section and advise the customer to find someone else who works in that department.