Situational Judgement Test Practice Course: Customers and difficult situations

1. Pergunta 1 de 15

   There is a long line at your till, and a customer complains loudly about the wait. What is the most effective response?

   • ATell the customer that everyone has to wait, so they should stop complaining
   • BLeave the till to explain the staffing problem in detail
   • CIgnore the comment and keep your eyes on the till
   • DApologize for the wait, keep serving and call for backup
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   Resposta: D. Apologize for the wait, keep serving and call for backup

   Communicate and serve: acknowledge the problem, keep the line moving and get help if available.

2. Pergunta 2 de 15

   A restaurant guest is upset because their order is wrong and starts raising their voice. What should you do first?

   • AExplain that the kitchen made the mistake, so it is not your fault
   • BWalk away until the guest calms down
   • CStay calm, listen and offer to fix it
   • DTell the guest to lower their voice or leave
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   Resposta: C. Stay calm, listen and offer to fix it

   Remain calm and listen without interrupting. An apology and a quick fix usually calm the situation.

3. Pergunta 3 de 15

   A customer starts swearing at you and calling you names. What is the most effective response?

   • ACalmly say you will not accept that language
   • BWalk off without saying a word
   • CSwear back at them so they understand how it feels
   • DSay nothing and let them keep going until they are done
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   Resposta: A. Calmly say you will not accept that language

   Respect goes both ways. Calmly set a limit; tell the person you will end the conversation if the abuse continues.

4. Pergunta 4 de 15

   A customer has been shouting at you, refuses to leave and moves toward you in a threatening way. What should you do?

   • AMove away to a safe place and get your manager or security
   • BKeep serving other customers and ignore them
   • CStand your ground and argue with them until they finally leave
   • DGrab their arm and lead them to the door
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   Resposta: A. Move away to a safe place and get your manager or security

   Safety first: remove yourself from the scene and get help from your manager or security. Then report the incident.

5. Pergunta 5 de 15

   A customer using a wheelchair comes to your counter with a friend. What is the best way to start?

   • ADecide what the customer needs before they ask
   • BSpeak directly to the customer and ask how you can help
   • CSpeak only to the friend, since they can explain what is needed
   • DAsk the friend whether the customer can understand you
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   Resposta: B. Speak directly to the customer and ask how you can help

   Respect: treat every customer as the person you are serving. Speak to them directly and ask, rather than assume.

6. Pergunta 6 de 15

   A hotel guest wants to keep using the pool after it has closed for cleaning. What should you do?

   • ASay "rules are rules" and walk away
   • BLet them swim, since one guest will not make a difference
   • CTell them to complain to the manager about it
   • DPolitely explain the closing time and when it reopens
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   Resposta: D. Politely explain the closing time and when it reopens

   Follow policy politely. Explaining the rule and offering what is possible keeps the guest informed and respected.

7. Pergunta 7 de 15

   Two customers reach your counter at the same moment. One is a regular you know well. Who should you serve first?

   • AThe customer who arrived first, or ask if you are not sure
   • BThe one who seems friendlier to you
   • CThe regular, because loyal customers should come first
   • DThe one who looks like they will spend more
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   Resposta: A. The customer who arrived first, or ask if you are not sure

   Fairness: serve people in order, not by who you know or what they might spend. If you truly cannot tell, ask them.

8. Pergunta 8 de 15

   A customer has a complaint you cannot fix yourself. What is the most effective action?

   • AGive them the head office address and end the conversation there
   • BTell the customer that nothing can be done about it
   • CPromise a full refund, even though you cannot give one
   • DPass it to the right person and explain next steps
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   Resposta: D. Pass it to the right person and explain next steps

   Communicate and escalate: send the complaint to someone who can act, and tell the customer clearly what will happen.

9. Pergunta 9 de 15

   In a call centre, a caller is upset because they have been transferred three times. What is the best response?

   • ATransfer them again to the department that seems closest to the problem
   • BListen fully and take ownership of the problem
   • CPut them on hold while you take a break
   • DTell them they should have called the right number
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   Resposta: B. Listen fully and take ownership of the problem

   Customer service means taking ownership. Listen fully, then solve it or arrange a proper handoff or callback.

10. Pergunta 10 de 15

    At a hospital reception desk, a visitor demands to see a patient after visiting hours and begins to get angry. What should you do?

    • ATell them to stop shouting or you will call the police
    • BTurn away and refuse to discuss it
    • CLet them in, since they are upset and it is only one visit
    • DCalmly explain the rules and get help if needed
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    Resposta: D. Calmly explain the rules and get help if needed

    Stay calm, follow policy and offer options. If the person becomes abusive or unsafe, contact security or a trained person.

11. Pergunta 11 de 15

    A customer insists, "Your coworker promised me half off yesterday." You have no record of this. What is the most effective action?

    • AListen, then check before you decide
    • BTell the customer that they are lying
    • CRefuse without listening to the rest of the story
    • DGive half off right away to avoid an argument at the counter
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    Resposta: A. Listen, then check before you decide

    Do not agree to something that may not be true, but do not reject it right away either. Check the facts with your coworker or manager.

12. Pergunta 12 de 15

    You promised to call a customer back by 3 p.m., but you do not have the answer yet. What should you do?

    • ACall at 3 p.m. to give an update and a new time
    • BCall back only if they call you first
    • CWait until you have the full answer, however long that takes
    • DSend them to another department so they call there
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    Resposta: A. Call at 3 p.m. to give an update and a new time

    Communicate and keep your word. An update on time builds trust, even when you do not have the answer yet.

13. Pergunta 13 de 15

    At an event entrance, a guest is upset about having their bag checked. What is the most effective response as a security guard?

    • ALet the guest in without a check, since it is better to avoid trouble
    • BCalmly explain that every bag is checked, and offer the allowed options
    • CGrab the bag and search it while they argue
    • DTell the guest they look suspicious
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    Resposta: B. Calmly explain that every bag is checked, and offer the allowed options

    Fairness and follow policy: the same check applies to everyone. Explain calmly and give the options your policy allows.

14. Pergunta 14 de 15

    A customer makes a racist remark to your coworker at the counter next to you. What is the most effective action?

    • AIgnore it, because the remark was not aimed at you
    • BLaugh it off so that the customer does not become any angrier
    • CSay the remark is not acceptable, support your coworker and get your manager
    • DInsult the customer back on your coworker's behalf
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    Resposta: C. Say the remark is not acceptable, support your coworker and get your manager

    Respect: support the person targeted and get help. Race is a protected ground under human rights law, and harassment should be reported.

15. Pergunta 15 de 15

    A customer says they will post a bad online review unless they get a free meal they are not entitled to. What should you do?

    • AArgue that their review would be unfair
    • BGive the free meal so that the bad review is never posted
    • COffer what policy allows and involve your manager
    • DTell them you will post a bad review about them
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    Resposta: C. Offer what policy allows and involve your manager

    Follow policy and stay calm. Offer what you can; a manager can decide on anything beyond that.

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