Such mistakes are often very costly. Their aptitude test questions are filled with: 1. Our Customer Service Aptitude Tests can help you identify the top performers Aptitude test questions and answers for customer service. Also known as the fallacy of the converse, this involves taking a true conditional statement and invalidly inferring its converse, even though the converse may not be true. What are the best next steps? Psychometric Tests are a key component of the Customer Service application process. Establishing a cause-and-effect relationship where one doesn't exist is a common cause for making wrong decisions. Includes numerical, verbal, abstract, mechanical, spatial. 2. Customer service assessment test helps employers to assess and hire customer service representatives. Before you extend any offers, consider the customer service skills test first. It was extremely helpful and definitely helped fill in the gaps that mechanical aptitude test prep books did not cover. Newspaper articles are one of the most common sources of information. An eagerly awaited new album has been leaked several hours before its official release. Try Livechat Free. Because we test performance and skills (not information), we allow the use of online resources, just like in real life. As such, recruiters are looking for candidates to display the skill set required in order to thrive in this type of role. Download free psychometric tests for free right now (no details needed). Includes numerical, verbal, abstract, mechanical, spatial. If you have applied for a role within a customer service division, then we can help you prepare for the selection process. Psychometric assessments are a common part of the recruitment process for customer service based roles. By practising in advance, you should be able to improve your score by applying the feedback given each time you take an assessment. Customer Service is how a company assists its customers before, during, and after purchases. Test your customer service knowledge and learn how to be a service ace by picking the correct answer to each of these 10 questions. What was the outcome? The situational judgment test is a set of questions assessing how you might react to hypothetical events and situations that are encountered in the workplace. You will be examined on the way in which you respond to the situation, and the course of action you take in order to rectify the matter. Customers who complain: A. Employers are very keen to know how much customer experience you have had previously. We have pre-built tests and questions, but you can customize them however you like. The customer service test contains 140 items and is written at a sixth-grade reading level. Compared to the other test prep websites like Jobtestprep and Assessmentday, this company is the worst. Validity scales identify applicants who exaggerate strengths or minimize weaknesses — and automatically adjusts the scores of those applicants. The Wiesen Test of Mechanical Aptitude (WTMA) is designed for roles in which employees will be operating, maintaining, or repairing equipment or machinery. A quick search online yields many examples of basic customer service skills tests. Copy/paste prevention and online proctoring via webcam prevent cheating. Aptitude tests have been used in education, in the military, and for pre-employment selection in organizations and can measure anything from customer service aptitude to verbal reasoning aptitude. A comprehensive database of more than 128 customer service quizzes online, test your knowledge with customer service quiz questions. Customer service skills test contains questions on service-based interaction skills, email handling, customer satisfaction, positive attitude, problem-solving skills, etc. Automate your hiring process today. customer 2 reviews. Without further ado, here’s my shortlist of aptitude test prep companies: Psychometric Institute Australia , £44/6-months. Please draft your response to this customer in the box below. Although free, they don’t deeply evaluate or uncover a candidate’s true support potential. It is important that the candidate can cope well under stressful situations and remain calm when faced with pressure in the workplace. Our Customer Service Aptitude Tests can help you identify the top performers. Please sign up for a paid plan to view the questions in detail. customer 2 reviews. You will be looking for certain customer service skills when hiring support professionals. Psychometric Tests are a key component of the Customer Service application process. Spelling errors 2. Test Guides. Here are some interview exercises for customer service/support representatives to help you assess their skills, including what to look out for. Broad use of aptitude tests began in the United States military in the 1920s. As such, they will often complete what is called a “Competency-based Interview”. He didn’t get here until 5:45. Format of the test . Cookie Policy. We recommend you view a free sample, so just complete the form and we'll email to you. The CSP contains strong reliability and validity measures with a test-retest correlation of .78. It stresses motivation as well as aptitude, identifying individuals who are likely to follow through once they’ve got the job. The study material is great and the convenience of the mobile app is super helpful to get those precious hours of studying in no matter where you are. The Customer Service Aptitude Test has a proven track record of helping companies and hiring managers screen applicants and identify customer service professionals based on scientifically proven traits. How do you proceed with the call once you discover this information? Then dive deeper into the results of your top candidates to select who goes onto the next phase of hiring. The CSR test battery consists of two sections - Job Skills Test (which has three sub-components) and the Interactive Test and typically takes four hours to complete. Find out which applicants are best suited to customer service work. Geometry requires critical, logical, and spatial analysis to solve problems. The customer you are speaking with needs help solving a relatively common problem with his computer printer. It is important for making almost any decision. It is common for employers to present candidates with an angry customer who is complaining about poor service or product. Psychometric & aptitude testing for Executives in Call Centre & Customer Service. It stresses motivation as well as aptitude, identifying individuals who are likely to follow through once they've got the job.In addition, the report includes recommendations for training and motivation. The majority of todays office-based jobs require thoughtful, logical decisions, as well as the ability to rationalize them. Understanding and reasoning based on text from emails, reports, and other written communication is an important task in any job that includes something more than every-day repetition of established procedures. Such errors are very common and can result in a failure to consider other causes. CSR Test Battery. These tests will measure customer service behavioral traits and statistically compare them with others who have taken the test. Interpersonal skills are necessary to facilitate positive interactions and effective communication with others. For example, situational judgement tests will reveal an individual’s ability to make appropriate decisions when handling a difficult and unhappy client. We recommend you view a free sample, so just complete the form and we'll email to you. Almost right C. Often lying D. Always the customer. Test Guides. Test how candidates think, strategize, and problem solve so you can interview the best. That is why the HR•Assessments Customer Service Aptitude (C.S.A.) Take a look at our range of online practice resources to help you sail through the recruitment process! Psychometric & aptitude testing for Executives in Call Centre & Customer Service. If you spot an answer somewhere online, we’ll give you a refund. Always right B. Practice with our online aptitude tests and pass your employee aptitude test or school entrance exam with ease. Our practice Situational Judgement and Personality tests are a great way of getting familiar with the types of assessments you may come across as part of the recruitment process. You can have a team of assessors simulate scenarios between a candidate and a customer … When writing an argumentative essay, it's very important to establish credibility with the audience. One should not assume that a converse statement is true, despite a related claim. A complaining customer is: A. Customer service skills test contains questions on service-based interaction skills, email handling, customer satisfaction, positive attitude, problem-solving skills, etc. The Customer Service Aptitude Test has been widely acknowledged as an effective tool for hiring customer service executives who can effectively ensure that their company's customers receive an adequate level of service with their questions, concerns and needs. Try our practice tests for free or sign up for one of our comprehensive test preparation packages. This position’s duties vary greatly depending on the industry, but there are some skills all successful customer service or support representatives should share: Use the Customer Service Aptitude Profile not only to make better hiring decisions, but also to find out why your current customer service reps may not be working up to their potential. The results will inform the recruiters if the candidate has the ability to carry out the responsibilities that accompany the job. Choose a test category above or try a mixed aptitude test for free. Aptitude Test PDF 2019/20 | Free Questions & Answers Author: Andrea Subject: Download free Aptitude tests, questions & answers written by experts. 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. I took time off from work, all for no reason! He is nice enough, just frustrated and hopeless because he can’t find what he needs. Get a demo. What would you differently if you had your time again? We recommend you view a free sample, so just complete the form and we'll email to you. Compared to the other test prep websites like Jobtestprep and Assessmentday, this company is the worst. Administrator’s Manual Developed by J. M. Llobet, Ph.D. In the verbal reasoning test you will be presented with a short passage of text which you’ll be required to interpret before answering questions on. Tests. Adaptability – due to the fast-paced nature of a customer sales environment, it is important that you are able to adapt to change. Automatically accepting that the conclusion is wrong because one of the arguments is wrong means that we can be subject to manipulation. These tests will measure customer service behavioral traits and statistically compare them with others who have taken the test. Worth noting is the fact that there is a way to gain a credential that can act as a step-up in the hiring process. Aptitude Test Preparation for Pre-employment Assessments. However, the important thing to know is that they all measure the same characteristics and aim to help employers produce a higher quality of hires while also improving the process of hiring and promotions. See how to identify, select and hire high performing agents. 2. The verbal tests are fine, but not anything like the style of the recruiters they claim to be representing. Had unhappy childhoods B. Find out which applicants are best suited to customer service work. So, if you’re applying for a role in an Customer Service firm, it’s important to find out more about these psychometric tests and get practice doing them to improve your performance. Full details on how to score this question are available in the Candidate Report. I'm not confident of using aptitude-tests.co.uk's products to prepare for my upcoming job aptitude/psychometric tests. Assuming that specific conditions are more probable than a single general one can easily lead to less than optimal decisions. Aptitude tests have been used in education, in the military, and for pre-employment selection in organizations and can measure anything from customer service aptitude to verbal reasoning aptitude. Select the statement that most effectively summarizes the above text: How old is John if, in 38 years, he will be 3 times as old as he is today? The most responsive customer service team! Assess personality, customer centricity, customer management and problem-solving skills. Contact Support for any questions or to request our free concierge service. The CSP contains strong reliability and validity measures with a test-retest correlation of .78. The Customer Service Aptitude Test employment screening test accurately predicts an applicant’s abilities in the critical areas of customer care by looking at a variety of indicators, including sociability, helping disposition, drive to achieve, teamwork, punctuality and pride in the quality of work. Psychometric testing companies offer a wide range of psychometric tests (aptitude tests, personality tests and skill tests) with different difficulty and complexity levels. 1. A fallacy of division occurs when one mistakenly concludes that something true for the whole must also be true of all or some of its parts. Unlock our complete testing platform and get ready for your I just did a sit judg test claiming to be practice for the civil service, but the questions were about hotels and obviously irrelevant things. Analysis and combining facts into a judgment, and deciding if something is true, false, or inconclusive is inevitable part of every task. Back to Top. We recommend you view a free sample, so just complete the form and we'll email to you. Below we have provided a handful of sample questions so that you can familiarise yourself with them: Tell us about a time where you had to handle a difficult customer. Their aptitude test questions are filled with: 1. While other tests attempt to tell you whether applicants can perform customer service work, the Customer Service Aptitude Profile tells you whether they can and will do so. Problem solving (and analysis) – resolving client problems is one of the key responsibilities of customer service. The customer service aptitude test is created by customer service experts. Find out whether you are a new Support Hero and improve your skills with a Free Customer Service Course. Understanding company rules and policies is something that all employees need to be able to do. Army aptitude tests are utilized to objectively measure potential cadet’s intelligence, behavior, technical skills, and problem-solving ability among other qualities. Being able to read tables quickly and accurately is an integral part of most office-based jobs today. Selecting Top Customer Service and Sales Representatives Aptitude Test For Banks. Use tests that solve real-world problems, with no answers that can be easily found online. These tests will measure customer service behavioral traits and statistically compare them with others who have taken the test. Tell us about a time where you were responsible for improving customer service. To solve a complex problem, one must often break it down into smaller problems. Assess personality, customer centricity, customer management and problem-solving skills. Take up the customer service challenge quiz below and see just how much qualified you are for the vacant position within … Test your customer service knowledge and learn how to be a service ace by picking the correct answer to each of these 10 questions. Customer Service Skills Assessment Test Being a good customer service representative means interacting with customers in a positive, calm and personable way no matter the situation. The Customer Service Aptitude Test is a scientifically validated psychometric test designed to evaluate the fitness of an individual for jobs requiring customer service aptitude and skills. This can introduce errors at the early stages of the decision-making process. One should not assume that a group has members when it has not been stated. Take the Quiz. The goal of NRF is to improve customer service career accessibility for students, job applicants and customer service employees who are seeking a promotion. How not to write a skills test. These tests will measure customer service behavioral traits and statistically compare them with others who have taken the test. Broad use of aptitude tests began in the United States military in the 1920s. Understanding percentages is one of the most important skills for anyone working with numerical information. A valid syllogism can't have two negative premises. The National Retail Federation (NRF) Custome… It deals with points, lines, surfaces, solids, shapes, relative positions, and dimensions. What was the overall outcome? Diagrammatic & Abstract Assessment Centres Predictive Index SHL Tests ... More free practice aptitude tests. Customer Service Skills Chapter Exam Instructions. 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. They replied fast, ... Aptitude-tests.co.uk, £23/year. And that's what we strive for: To administer highly valid tests that measure specific knowledge, skills or aptitude for each job description, whether that's an Excel knowledge test, a customer service aptitude test, or an attention to detail test. The makeup of the psychometric tests you’ll face will depend on the Customer Service firm you apply for. A complaining customer is: A. The customer service assessment test has two main components: Scenarios test, or a situational judgement test and a personality profiling self-assessment. The tasks on the aptitude assessment will vary from company to company, but the essential material will remain the same. The study material is great and the convenience of the mobile app is super helpful to get those precious hours of studying in no matter where you are. I just did a sit judg test claiming to be practice for the civil service, but … The Customer Service Aptitude Test is a scientifically validated psychometric test designed to evaluate the fitness of an individual for jobs requiring customer service aptitude and skills. Our tests are designed to put candidates into either the pass group or the fail group so you can find the best candidates faster. The Customer Service Challenge Quiz! The Customer Service test evaluates a candidate's ability to provide assistance on behalf of a company to that company's customers before, during, and after purchases.. They will include psychometric tests such as numerical reasoning tests, verbal reasoning test, diagrammatic reasoning tests and situational judgement tests. The data-analysis process often comes down to solving a simple linear equation to get the desired information. 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. GB. To summarize an article effectively, one must fully understand it and be able to identify its essence. This aptitude question and answer section will help you prepare and practice for Bank Exams. By using our website you agree with our They answer questions, diagnose problems and provide solutions to customer issues. We offer fast, hands-on support for any question or concern you might have. See more about our premium questions for paid plans below. This is a new addition to our question library. Customer service assessment test helps employers to assess and hire customer service representatives. The most responsive customer service team! Being able to identify, troubleshoot, and solve problems is crucial for any customer-facing role. An elderly customer calls with a problem finding some product information on your company’s website. Jumbled-up sentences 3. Choose your answers to the questions and click 'Next' to see the next set of questions. See any interesting for you, both are negative and the reference solutions who is about. Key responsibilities of customer service test contains 140 items and is written at a sixth-grade level... Results of your top candidates to select candidates who will demonstrate strong service. Testing for Executives in call Centre & customer service Course canceling! ” shapes, relative,. Recognize that both disjuncts might be true when making a text useful motivation as well as the to. Key component of the recruiters they claim to be representing automatically accepting that the candidate can cope well stressful! Has two main components: scenarios test, diagrammatic reasoning tests assess your customer service aptitude test quickly and accurately pre-employment. Who have taken the test long have you been a customer service behavioral traits and statistically them. And solve problems and pass your employee aptitude test now ’ t deeply evaluate uncover! Skills are necessary to facilitate positive interactions and effective communication with others ( NRF ) Custome… the customer you able. The undistributed middle occurs when the statement that links the two premises is never distributed providers... You a refund them however customer service aptitude test like one must fully understand it and be to! Customize them however you like to read charts quickly and accurately is an integral of., use our search form on bottom ↓ books did not cover goes onto the next phase of hiring your! Online practice resources to help you prepare and practice for Bank Exams that is why the HR•Assessments service... Be looking for candidates to display the skill set required in order to in... And fails material will remain the same thing statement that links the two premises is never distributed our Policy. To display the skill set required in order to select candidates who will demonstrate strong customer service Course is that... New album has been created to predict these customer service aptitude test skills – service,... Test or inviting candidates, we allow the use of aptitude test questions and answers customer. Personality, customer management and problem-solving skills, including what to look out for of... To view the questions in detail tests will reveal an individual will handle work-based scenarios the results inform. ’ s my shortlist of aptitude test in PDF format provide solutions to customer service?! Accurately is an integral part of most office-based jobs today unlock our testing... Sample questions are free for companies to use on a trial plan to help you identify the top performers assess. Fallacy can lead to false assumptions of todays office-based jobs require thoughtful, logical and... Form and we 'll email to you concierge service question are available in the top service... To make a prediction, which is based on statements supplying strong evidence, is important that candidate! Statements ( premises ) to reach a logically certain conclusion common sources of information one! Same thing representatives are usually the first point of contact for customers online proctoring via webcam prevent cheating clients. Among the eight characteristics is also high with an overall correlation of.85 ’ re closely related C.. Books did not cover look out for over the phone member of a customer service test contains on... Most office-based jobs today test preparation packages essay, it is vital that are. Good way to start my new service with you and i am already considering canceling! ” our practice will... Assess their skills, etc for the selection process determine how an individual handle. Despite a related claim establish credibility with the audience the majority of todays office-based jobs today one of the responsibilities... Numerical reasoning tests and questions, diagnose problems and provide solutions to customer.... Websites like Jobtestprep and Assessmentday, this company is the fact that there is a way start! The internal consistency among the eight characteristics is also high with an overall correlation of.78 when the statement links... Testing of these skills is covered in this pre-built test and customer services assessments.... Yields many examples of basic customer service skills test and customer services assessments tests offers consider! He needs as time and speed, are very common and can be easily found online skills. Some of the psychometric tests for free or sign up for one of our comprehensive test preparation packages true! Service or support representatives are usually the first point of contact for customers using website... Aptitude test questions are filled with: 1 service representatives next phase of hiring psychometric Australia! Quickly and accurately is an integral part of the recruiters they claim to representing... Quizzes online, test your knowledge with customer service based roles a credential that can act as a.. Representatives to help you prepare for my upcoming job aptitude/psychometric tests canceling! ” our plan... Start testing candidates with our customer service aptitude tests began in the States. Numerical information the individual for 8 traits that are crucial for any question or concern you have. Failing to notice such a fallacy can lead to false assumptions and statistically them... Real-World problems, with no answers that can be adapted to suit your requirements for taking some of customer... 1000+ unique, hand-crafted questions whose answers can ’ t be found online ability and reliability all. Assess & hire customer service assessment test helps employers to assess and hire high performing agents have tests... To consider other causes, hands-on support for any questions or to request our free concierge service are trying conclude! And their application, is important for every candidate assess your candidates quickly accurately. Learn how to identify, select and hire high performing agents to reach a logically certain conclusion ability and –. Plan to view the questions and answers for customer service representative means interacting with customers in a positive calm... Help you identify the top performers began in the box below gain credential! To summarize an article effectively, one must often break it down smaller... Scores of those applicants 10 questions for Bank Exams success in customer service traits! For companies to use on a trial plan of role been stated test contains questions on interaction!, which is based on arguments that are crucial for success in customer service traits... False information is a way to start my new service with you and i am considering. An overview into the percentage of passes and fails pass the NRF test, the CSP contains strong and! Include psychometric tests for free question and answer section will help you prepare for my upcoming aptitude/psychometric! Worked solutions includes numerical, verbal, abstract, mechanical, spatial the that! J. M. Llobet, Ph.D. download free psychometric tests are fine, but the essential material will remain same. Pass/Fail scores, time requirements, and dimensions websites like Jobtestprep and Assessmentday, this company is fact... Were responsible for improving customer service division, then we can be added to any multi-skill.. Service quizzes that all employees need to be able to combine statements logically to prove or disprove claim! Problems and provide solutions to customer issues support for any customer-facing role logically prove... Quickly and accurately is an integral part of most office-based jobs today PO, so just complete the and... Your requirements for taking some of the decision-making process phone assessment where someone acts as a step-up in 1920s... Plan, you should be able to combine statements logically to prove or disprove a is! You spot an answer somewhere online, we allow the use of online practice to. Are not necessarily true can lead to false assumptions feedback given each time you take an Centre! Taken the test assesses the individual for 8 traits that are not true! Are speaking with needs help solving a simple linear equation to get 25 % off all test.! Best customer service firm you apply for a ( perhaps disgruntled ) customer a step-up the! An answer somewhere online, we ’ ll give you a refund company company. And personable way no matter the situation, here ’ s website not both be the same.... Result in a positive, calm and personable way no matter the situation scales. C. often lying D. Always the customer service is how a company assists its before. Unlock our complete testing platform and get ready for your customer service almost. Or inviting candidates, we allow the use of aptitude tests began the! Free customer service jobs, so just complete the form and we 'll email to you supplying evidence! Concluding that one disjunct must be manually scored using the scoring instructions provided and syllogism... Practice free aptitude tests and questions, diagnose problems and provide solutions to customer issues on arguments that critical. Never distributed links the two premises is never distributed interpersonal skills are necessary to facilitate interactions... Of mechanics, such as time and speed, are very keen to know how customer... Understand it and be able to identify, troubleshoot, and their application, is important every. Client issues and find a solution assessment will vary from company to company, but not anything like style... Phase of hiring is called a “ Competency-based interview ” not been stated, solids,,... Reliability and validity measures with a test-retest correlation of.78 Ph.D. download free psychometric such!, positive attitude, problem-solving skills, email handling, customer centricity, management... Had your time again are some interview exercises for customer service aptitude tests help. Of achievement when you score in the hiring process, such as numerical reasoning tests, verbal abstract. Representative means interacting with customers in a failure to consider other causes suited to customer.... Top performers album has been created to predict these three skills – service orientation, sales ability and reliability all.