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What do Situational Judgement Tests assess?
A Situational Judgement Test or SJT is a type of psychometric test that presents candidates with real-life work situations and then asks them to decide on the best response to that situation. The Retail Customer Service SJT is a situational judgement test that is specifically geared towards client-facing roles in the retail industry.
Typical roles that would use our Customer Service SJT are:
1. Shop Floor Assistants
2. Cashiers
3. Retail Advisors
Overview of the Situational Judgement Test (SJT)
Our Customer Service SJT presents candidates with 20 distinct situations that client-facing staff in retail may find familiar across a variety of organisations. For each situation, 4 possible responses are given, each presenting a feasible response someone in a role may take. Candidates are asked to review these responses and select 1 response they consider to be ‘most appropriate’ and another they think would be the ‘least appropriate’. As with all our SJTs, the Customer Service SJT is untimed but typically takes up to 15 minutes to complete.
Our SJT measures 5 competencies / behaviours:
1. Communicating: Ensuring the message is communicated clearly to customers.
2. Collaborating: Working closely with others to find and implement solutions to problems.
3. Understanding Customers: Listening to the customer and recognising what they need before delivering in a way that they want.
4. Showing Initiative: Being proactive and taking responsibility in sorting out an issue, rather than waiting for someone else.
5. Dealing with Challenge: Remaining cool under pressure from the customer or elsewhere and handling the matter effectively.
Each competency comprises of 4 behavioural indicators, and each indicator is measured by a specific question in the Customer Service SJT. This ensures a comprehensive and valid assessment of the competency. It also ensures that the interpretive reports provided are accurate and valid.
Example Customer Service SJT Question
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Customer Service SJT – Sample Reports
On completion of the Customer Service SJT, you can download 2 reports as standard:
1. Recruitment Report, where the content is designed for an organisation and supports a recruitment decision. This report provides tests scores, behavioural interpretation and interview questions.
2. Candidate Report, where the content is designed for a candidate(s) and provides feedback on the test performance. This report provides behavioural interpretation and suggests development goals for improving their competencies.
Free Tests!
Take a free test. On completion you will be able to download a detailed report based on your results. We will not ask you for any personal information to be able to view your report.
Take a free Critical Reasoning Test
How to do well in your Customer Service SJT
To do well in a Customer Service SJT, it is good to implement the following tips:
1. Prioritise Customer Satisfaction and Service Quality: In retail, customer satisfaction is paramount. For SJT scenarios, choose responses that demonstrate a commitment to providing high-quality service, addressing customer needs effectively, and ensuring a positive shopping experience. Highlight your ability to understand and meet customer expectations with professionalism and courtesy.
2. Handle Complaints and Difficult Situations Gracefully: Dealing with complaints and challenging customers is a common aspect of retail customer service. In the SJT, opt for options that show your skill in managing difficult situations calmly and efficiently, offering solutions that satisfy the customer while adhering to company policies.
3. Demonstrate Product Knowledge and Sales Skills: Extensive product knowledge and effective sales skills are essential in retail. When responding to SJT scenarios, focus on choices that reflect your ability to inform and advise customers accurately about products, helping them make informed decisions, and contributing to sales through effective communication and persuasive skills.