Customer Focus and Orientation Skills Test

The customer focus and orientation skills test provides candidates with a series of customer service scenarios including both the issue presented by the customer and an example response. After reading or listening to each scenario, candidates select how effective they think the sample response was in that particular situation. Each question has a three-minute time limit in order to simulate the ability of the candidate to think quickly in each special request, service error, angry customer, or miscommunication scenario. The customer service test also assesses an applicant’s ability to:

  • Quickly identify the severity of a situation.
  • Respond to a customer thoughtfully and effectively.
  • Address future problems before they occur.
  • Calm angry or disappointed customers by addressing their needs.
  • Uphold company reputation through kindness, understanding, and engagement.

element-grad-cap   ABILITIES EVALUATED

  • Ability to display a good-natured and cooperative demeanor when dealing with others in challenging situations
  • Ability to demonstrate sensitivity to others’ needs and willingness to address their concerns.

element-grad-cap   QUESTION FORMAT

  • Situational Judgment Test

element-grad-cap   LANGUAGE

  • English

element-grad-cap   DIFFICULTY

  • Easy

WHY TEST?

Hiring customer service representatives that can effectively address customer needs and solve complex problems is imperative to ensuring a positive reputation for your company. To help guarantee that your customers are satisfied with the product or service they received and would return to your business, consider screening applicants for customer service skills.

The customer focus and orientation skills test is designed to quickly identify candidates who can think on their feet in all sorts of customer service scenarios, from a miscommunication error by the company to a customer requesting an exception to a rule. The test will help you find candidates who can make clear judgement calls in delicate situations in a way that upholds brand integrity and ensures a happy customer. Screening candidates for customer service skills can help you increase your customer satisfaction and retention while reducing the rate of complaints or errors.

The customer focus and orientation skills test predicts a job candidate’s ability to:

  • Communicate clearly with customers about company policy without dismissing their concerns.
  • Identify possible issues caused by a company error and address all customer needs.
  • Speak with angry customers in a calming manner.
  • Offer solutions that address customer complaints and encourage a good reputation for the company.
  • Direct customers to the proper management when needed.
  • Handle special requests to the best of company ability to ensure the customer feels unique needs are accommodated.

Use this customer focus and orientation skills test to quickly screen entry-level and experienced applicants, including retail and sales associates, technical support specialists, food service workers, or any other role that requires regular interaction with customers. This assessment provides an easy way to see candidate responses to real-world scenarios before they start the job.

EXAMPLE QUESTIONS

Sample Question #1

After a sales associate spends 20 minutes helping a customer find three products throughout the store, the customer asks for help finding a fourth product. The sales associate says he has another appointment, but tells the customer he thinks it is “around Aisle 10.”

How effective is the sales associate’s response to this situation?

  • 5 = Highly Effective. An ideal response.
  • 4 = Very Effective. A good response, but one or more aspects could have been better.
  • 3 = Moderately Effective. A reasonable response, but the solution is incomplete or may have unintended consequences.
  • 2 = Slightly Effective. There is a positive element to the response but it generally does not address the situation very well.
  • 1 = Ineffective. This response does nothing to address the situation or could have negative consequences.

 

Sample Question #2

A customer calls the sales representative at a house painting company.

     Customer: “Why did your crew also paint my guest bedroom? That wasn’t on the list of rooms to be painted.”

     Customer Service Representative: “We must have had a miscommunication earlier. I’m so sorry about this. I’ll deduct the charge for the room from your bill.”

How effective is the painting company representative’s response to this customer?

  • 5 = Highly Effective. An ideal response.
  • 4 = Very Effective. A good response, but one or more aspects could have been better.
  • 3 = Moderately Effective. A reasonable response, but the solution is incomplete or may have unintended consequences.
  • 2 = Slightly Effective. There is a positive element to the response but it generally does not address the situation very well.
  • 1 = Ineffective. This response does nothing to address the situation or could have negative consequences.

 

RELATED JOBS

  • Administrative & Customer Support
  • Food & Beverage
  • Personal Service
  • Sales & Retail
  • Travel
  • Attraction
  • Events

ABOUT THE AUTHOR

The Customer Focus & Orientation Skills module content was developed by the Indeed Assessment Science Team, with expertise in Industrial/Organizational Psychology, Instructional Design, Education, and Graphic Design. In addition, team members worked in collaboration with subject matter experts (SMEs). Indeed’s SMEs are required to demonstrate experience performing at a high level, supervisory experience, or responsibility for defining requirements for those jobs that require customer focus and orientation.