Situational Judgement Test Practice Course: Policy, honesty and privacy

1. Question 1 of 16

   A customer wants a cash refund without a receipt. Store policy allows only store credit without a receipt. What should you do?

   • ASay no and walk away to serve someone else
   • BGive a cash refund, since it is faster and avoids an argument
   • CTell them to come back when a different cashier is working
   • DPolitely explain the policy and offer store credit
   Show answer

   Answer: D. Politely explain the policy and offer store credit

   Follow policy and stay polite. Explain what you can offer; if the customer asks for an exception, a manager can decide.

2. Question 2 of 16

   You notice a mistake on an invoice you already sent to a client. What is the most effective action?

   • AQuietly change your own copy so the records seem to match
   • BTell your supervisor now and help send a corrected invoice
   • CSay the billing software made the mistake
   • DWait and hope the client does not notice the mistake
   Show answer

   Answer: B. Tell your supervisor now and help send a corrected invoice

   Communicate and own your mistakes. Reporting errors early lets them be fixed honestly before they cause bigger problems.

3. Question 3 of 16

   A friend asks you, a hotel front-desk clerk, to book them a room at the staff discount rate. The policy says the rate is for employees only. What should you do?

   • ABook it at the staff rate and tell no one
   • BAsk your friend to pretend to be a new employee
   • CBook the staff rate, since it is only for one night and helps a friend
   • DPolitely say no and offer the best public rate available
   Show answer

   Answer: D. Politely say no and offer the best public rate available

   Follow policy and be fair: the same rules apply to friends as to everyone else. You can still be helpful by offering what is allowed.

4. Question 4 of 16

   A neighbour asks how their relative is doing. The relative is a patient where you work as a health care aide. What should you do?

   • AShow them a photo of the patient's chart
   • BTell them briefly, since they are a neighbour who cares
   • CShare only the diagnosis but not the details of the treatment
   • DSay you cannot share patient information and suggest they ask the family
   Show answer

   Answer: D. Say you cannot share patient information and suggest they ask the family

   Follow policy and protect privacy. Health details are personal information, so share them only as your workplace's privacy rules allow.

5. Question 5 of 16

   On a night shift as a security guard, you missed the 2 a.m. patrol round because you were dealing with a false alarm. What should you do?

   • ASkip the round and say nothing, since the site is quiet tonight
   • BWrite in the log that the round was done at 2 a.m. as planned
   • CDo the round now and record the true times and reason in the log
   • DAsk another guard to sign that they did the round
   Show answer

   Answer: C. Do the round now and record the true times and reason in the log

   Follow policy and be honest. A log must show what really happened; a false entry can mislead others and can cost you your job.

6. Question 6 of 16

   You buy office supplies for your company. A supplier offers you two free concert tickets. What is the best action?

   • ACheck the gift policy and tell your supervisor before accepting
   • BAccept them and give the supplier more orders as thanks
   • CAccept them quietly and keep it to yourself
   • DAccept them, since many people get small gifts from suppliers
   Show answer

   Answer: A. Check the gift policy and tell your supervisor before accepting

   Follow policy and be fair. Gifts from suppliers can affect, or seem to affect, your decisions, so check the rules and be open about it.

7. Question 7 of 16

   At the end of your shift, your cash drawer is $20 short. What is the most effective action?

   • AReport the shortage and follow the cash procedure
   • BTake $20 from a coworker's drawer to balance it
   • CPut in $20 of your own money and say nothing about it
   • DChange the count sheet so that the totals match
   Show answer

   Answer: A. Report the shortage and follow the cash procedure

   Follow policy and be honest. Reporting the shortage lets the business find the cause; hiding it breaks the cash rules and hides possible errors or theft.

8. Question 8 of 16

   Your office asks everyone to sign visitors in on paper and in the computer. You think this wastes time. What should you do?

   • ATell visitors to sign themselves in however they like
   • BUse only the computer and skip the paper sign-in from now on
   • CFollow both steps and suggest an improvement to your supervisor
   • DStop signing visitors in until the rule is changed
   Show answer

   Answer: C. Follow both steps and suggest an improvement to your supervisor

   Follow policy while you raise concerns through the right channel. Ideas to improve a process are welcome; ignoring the rule on your own is not.

9. Question 9 of 16

   A coworker asks you to email a list of customer names and phone numbers to their personal email so they can work from home. What should you do?

   • ASend it, since they are a coworker and need it to do their work
   • BDecline and suggest they ask about an approved method
   • CSend only the phone numbers, but not the names
   • DPost the list in a public online folder for them
   Show answer

   Answer: B. Decline and suggest they ask about an approved method

   Follow policy and protect personal information. Names and phone numbers are personal information and should only be shared through approved, safe methods.

10. Question 10 of 16

    In a clothing store, you see a coworker put a shirt in their bag without paying. What is the most effective action?

    • AReport what you saw to your manager, following store policy
    • BTake something yourself, since no one checks
    • CIgnore it, because it is only one shirt and they work hard
    • DThreaten to tell everyone unless they give it back
    Show answer

    Answer: A. Report what you saw to your manager, following store policy

    Follow policy and stay honest. Report facts to the right person; ignoring it or making threats does not deal with the problem properly.

11. Question 11 of 16

    A contractor arrives at your office building without a visitor pass and asks to be let into a locked server room. You are not sure of the rules. What should you do?

    • ALet them in, because they seem to know exactly what the job is
    • BKeep it locked and check with your supervisor
    • CProp the door open so they can come and go
    • DLend them your own access card for the day
    Show answer

    Answer: B. Keep it locked and check with your supervisor

    Follow policy, and when you are not sure, ask before you act. Letting someone into a restricted area without approval can create security risks.

12. Question 12 of 16

    A young-looking customer wants to buy an age-restricted product. They say they forgot their ID. Policy says to ask for ID. What should you do?

    • ASell it, since they say they are old enough and seem honest
    • BAsk another customer to buy it for them
    • CPolitely say you cannot sell it without ID
    • DSell it if they promise to bring their ID back later
    Show answer

    Answer: C. Politely say you cannot sell it without ID

    Follow policy and the law. The ID rule applies to everyone, so a polite refusal is the right answer.

13. Question 13 of 16

    Your manager asks you to put last week's date on a safety inspection you have not done yet. What is the best response?

    • AUse the real date and offer to inspect now
    • BRefuse loudly in front of the whole team
    • CSign it with last week's date, since the manager is responsible for it
    • DSign it, then post about it on social media
    Show answer

    Answer: A. Use the real date and offer to inspect now

    Follow policy and be honest: records must be true. Offer a solution, and if pressure continues, raise it through the proper channel.

14. Question 14 of 16

    A customer at your restaurant did something funny, and a coworker wants you to post a video of them online. What should you do?

    • ADo not record or post it; their image can be personal information
    • BPost it on your own account instead of the restaurant's
    • CPost it, since it happened in a public place
    • DPost it, but blur the background a little first
    Show answer

    Answer: A. Do not record or post it; their image can be personal information

    Respect and privacy: a video or photo of a person can be personal information, and posting it can embarrass the customer and break workplace policy.

15. Question 15 of 16

    You are on a hiring panel, and your cousin has applied for the job. What is the most effective action?

    • AStay on the panel but do not mention the relationship
    • BStay on the panel and score your cousin like any other candidate
    • CTell your supervisor about the relationship and step back
    • DHelp your cousin by sharing the interview questions
    Show answer

    Answer: C. Tell your supervisor about the relationship and step back

    Fairness and follow policy: a close relationship is a conflict of interest. Telling your supervisor and stepping back keeps the process fair.

16. Question 16 of 16

    A coworker is locked out of the computer system and asks to use your password for the rest of the day. What should you do?

    • AGive it to them, since you trust them and they need to work
    • BKeep your password private and help them contact IT or the supervisor
    • CLog in for them and leave them on your account
    • DWrite your password on a note and leave it at the desk
    Show answer

    Answer: B. Keep your password private and help them contact IT or the supervisor

    Follow policy: passwords are personal. Anything done under your login is recorded as yours, so help them get their own access fixed.

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