Customer Service Aptitude Test
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The Customer Service aptitude test evaluates a candidate's ability to provide assistance to a company’s customers as well as aptitude for logical, numerical, and verbal reasoning.
It's an ideal test for pre-employment screening of candidates applying for a variety of customer service roles, including call center and customer support. 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.
This test requires candidates to answer multiple-choice and writing-prompt questions to demonstrate how they would handle live interactions with customers as well as the ability to comprehend and reason about numerical and written information.
Sample public questions
The customer you are speaking with needs help solving a relatively common problem with his computer printer. Early on in the conversation, you realize he is not at home and can't provide the model number and other information you normally need to process this request. How do you proceed with the call once you discover this information?
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. I took time off from work, all for no reason! I was told he should arrive between 12:00 and 5:00. He didn’t get here until 5:45. I could have just stayed at work since I normally get home at 5:30. This is not a good way to start my new service with you and I am already considering canceling!
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.
Please draft your response to this customer in the box below.
An elderly customer calls with a problem finding some product information on your company’s website. He is nice enough, just frustrated and hopeless because he can’t find what he needs. The information he’s looking for is too long and complicated to share over the phone. What are the best next steps?
The charts below show the number of cars John sold last year and the profit per car he made.
How much did John earn last year?
In an upcoming referendum, voters will be asked whether the minimum wage should be increased. Telephone polls of likely voters were conducted to predict what the result might be. All respondents were put into at least one of six categories based on profession and age: scientist, lawyer, hourly wage earner, small business owner, younger voter, older voter.
The opinion polls showed:
- A majority of voters are in favor of keeping the current minimum wage.
- A majority of scientists and lawyers supported a rise in the minimum wage.
- Younger voters are more inclined to support a rise in the minimum wage.
- Older voters tend to support no change.
- Hourly wage earners overwhelmingly supported a rise in the minimum wage.
- Small business owners were evenly split on the subject.
Select all the statements that can be concluded from the above text:
You are having a discussion with your friend about the apps you both use.
Every app your friend uses, you also use. Spreadsheet is the app you use the most. You don't use the Calculator app at all.
With regard to what’s written above, select which of the following statements are true.
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91 more premium Customer Service Aptitude questions
Life Expectancy, Product Defect, Angry Jones, Employee of the Year, Workplace, Math Courses, Blue-collar Workers, Candidate Answers, Road Trip, Kindergarten, Penny Flipping, Elementary School, World Championship, All-Stars, Masked Burglar, Employees to Digits, Clock Angles, Plans, Free Calls, Broken Clock, Digits to Employees, Pages Turned, Olive Oil Press, Discount, Gear Wheels, Traffic Tickets, Business Reports, Critical Client, Service Failure, Travel Club, Product of the Day, Data Exposure, Cooking Oil, Unavailable Teammate, Thank You Email, Shirt Colors, Pet Supplies, Pricing Mistake, Soda and Battery, Refund Demand, Cancelled Customer, Avoiding Calls, Middle Ages Warlords, Football Stadium Renovation, Vacation Days, Break, Thief, Alarm System, Condominium, Working Week, Game Rules, Fossil Dig, Bikers, Elves, Mold, Laptop Setup, Gas Price, Gas Price Change, Busy Intersection, Fruit Juice Processing, Feature Usage, Riviera Hotels, Uber, Renewable Energy, Flower Exports, Lucky Roller, Customer Parking, Eco Refrigerator, Digital Ads, Holidays, Tax, Money, Troubleshooting Flowchart, Drawing the Next Card, Red Black Chart, Clock Hands, Closed Deals, Currency Exchange, Ears, Marbles, Outdoor Tub, Pages, Profit Margin, Profits, Race Track, Revenue Growth, Revenue No Growth, Snack, Spin the Wheel, Traffic Counter, Turtles.
Skills and topics tested
- Verbal Reasoning
- Inductive Reasoning
- Interpersonal Skills
- Customer Service
- Customer Emails
- Customer Feedback
- Logical Reasoning
- Deductive Reasoning
- Fallacy of the Undistributed Middle
- Fallacy of Exclusive Premises
- Fallacy of Division
- Fallacy of Composition
- Set Theory
- Gambler's Fallacy
- Affirming a Disjunct
- Masked-Man Fallacy
- Numerical Reasoning
- Divide and Conquer
- Geometry
- Working with Time
- Linear Equations
- Table Lookup
- Arithmetic
- Mechanics
- Correlation and Causation
- Attribute Substitution
- Customer Complaint
- Angry Customer
- Issue Resolution
- Upselling
- Call Center
- Process Improvement
- Insufficient Information
- Cybersecurity Awareness
- Unfulfilled Request
- Return Request
- Critical Thinking
- Understanding Rules
- Argument from Fallacy
- Affirming the Consequent
- Double Counting
- Circular Reasoning
- Illicit Major
- Work Rate
- Percentages
- Conjunction Fallacy
- Venn Diagram
- Most Effective Summary
- True Statement
- Existential Fallacy
- Modal Fallacy
- Newspaper Excerpts
- Dependent Events
- Probability
- Arithmetic Mean
- Chart Lookup
- Fractions
- Rotating Elements
For job roles
- Call Center Agent
- Customer Support
Sample candidate report
What others say
Simple, straight-forward technical testing
TestDome is simple, provides a reasonable (though not extensive) battery of tests to choose from, and doesn't take the candidate an inordinate amount of time. It also simulates working pressure with the time limits.
Jan Opperman, Grindrod Bank
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