Situational judgement test · Retail
Recruit retail staff who understand customers and handle challenges well
Candidates choose the most and least appropriate responses to 16 realistic job scenarios that retail staff will recognise, across 4 competencies. Recruitment and Candidate Reports come as standard.
See what candidates see
Choose the most and least appropriate responses to 16 retail customer service situations. Untimed.
Every candidate gets clear instructions and examples before the test starts. To try the full test yourself, ask us for a free trial.
What the Customer Service SJT measures
The Customer Service SJT is a situational judgement test for client-facing roles in retail. Candidates are presented with realistic situations that retail staff will recognise and decide on the best response. It measures 4 competencies:
Communicating
Communicating clearly and convincingly with others, especially customers.
Collaborating
Supporting and encouraging others to maximise team performance.
Understanding customers
Carefully building an understanding of customer needs and priorities.
Dealing with challenge
Managing challenging situations and difficult individuals effectively.
Why organisations choose Viewpoint SJTs
Realistic job scenarios
Candidates respond to situations they would really face in the role, so you see how they would handle the job.
Measures judgement, not knowledge
SJTs show how people weigh up a situation and choose what to do, which experience and CVs rarely reveal.
A preview of the job
Candidates get a realistic picture of the role, which helps them decide if it is right for them.
Reports for every audience
Reports for recruiters and for candidates, so everyone gets feedback that is useful to them.
Reports that do the work for you
You can download 2 reports as standard. Recruitment Report: for the organisation, to support a recruitment decision, with test scores, behavioural interpretation and interview questions. Candidate Report: for the candidate, with feedback on their performance, behavioural interpretation and development goals.
View sample
Recruitment Report
For recruiters and hiring managers
- An overall score and a score for each competency
- Behavioural interpretation of the results
- Interview questions to explore each competency
View sample
Candidate Report
For the person who took it
- Constructive feedback in plain English
- No scores shown
- Practical suggestions for development
Who it’s for
The test is designed for client-facing staff in retail. Typical roles.
High-volume retail hiring
Compare shop floor, cashier and advisor applicants on consistent, job-relevant criteria.
Customer focus
Assess communicating, collaborating and understanding customers before candidates meet the public.
Candidate feedback
Give candidates behavioural feedback and development goals.
How it works
- 1
Invite
Send candidates their link from the Viewpoint platform. They can complete it wherever suits them.
- 2
Respond to the scenarios
Candidates read or watch each scenario and choose the most and least appropriate responses.
- 3
Get the reports
Reports are ready as soon as the candidate finishes, for recruiters and for candidates.
At a glance
- 16 realistic work situations
- 4 possible responses for each situation
- Candidates choose the most appropriate and the least appropriate response
- Untimed, but typically takes up to 15 minutes
- Each competency has 4 behavioural indicators, and each indicator is measured by its own question.
Related tests
Sales SJTChoose the most and least appropriate responses to 12 sales situations. Untimed.
Barista SJTChoose the most and least appropriate responses to realistic barista situations. Untimed, about 15 minutes.
Contact Centre SJTChoose the most and least appropriate responses to 16 contact centre situations. Untimed.
Administrator SJTChoose the most and least appropriate responses to 12 administrator and PA situations. Untimed.How candidates can do their best
Put the customer first
Choose responses that give high-quality service, meet customer needs and leave a positive experience.
Handle complaints calmly
Look for options that resolve difficult situations efficiently while following company policy.
Use product knowledge
Favour responses that inform and advise customers accurately so they can make good decisions.
See the Customer Service SJT for yourself
Try it and see the reports your team would receive. Contact us for a free trial or a demonstration of the platform.
More Free Tests
Try additional psychometric tests for free:
Take a Free SJT Take a Free Personality Test Take a Free Critical Reasoning Test Take a Free Barista SJT