Sample questions 1 and 2

You work in the Information Technology department and are helping your client, Samir, at the service counter. Samir had scheduled an appointment to come see you at this time. Another client, Paula, comes in seeking assistance. You politely ask Paula to contact the Service Desk from her work station to make an appointment, as per the operating procedure. However, Paula demands help now, as she feels her issue is very urgent. She seems in a panic and keeps interrupting while you try to talk to Samir.

1. The most effective response to this situation would be:
2. The least effective response to this situation would be:
   
   1. Ignore Paula and continue helping Samir, as he had an appointment.
   2. Tell Paula that you will be happy to help her after you finish serving Samir.
   3. Call a colleague to help Paula since her issue appears to be urgent.
   4. Tell Paula she should have called to make an appointment and that she must wait her turn.
   5. Once again ask Paula to return to her work station and call the Service Desk since that is the quickest way for her to get served.

Answers

1. c
2. a

If your choice for the most effective response to the situation is (c) and the least effective response is (a), you must darken the appropriate circles on your answer sheet corresponding to the question numbers as illustrated below:

Question 1. (a) (b) (c) (d) (e)

Question 2. (a) (b) (c) (d) (e)

For online tests, click on the circle corresponding to answer (c) for Question 1 and on the circle corresponding to answer (a) for Question 2.

Sample questions 3 and 4

Your team leader shows employees in your section a new computer system and informs everyone that it will be used in six months. Your team leader then encourages everyone to try it out in order to get used to it. After the team leader is gone, several employees tell you that the system is not as precise or user-friendly as the current system.

3. The most effective response to this situation would be:
4. The least effective response to this situation would be:
   
   1. You know it won't be easy, but you decide to try the new system.
   2. Decide that you will try the new system in six months when you absolutely have to, as doing so now is not a good use of your time.
   3. Practise using the new system. When you are convinced that you are using it correctly, speak to your colleagues about the benefits of this system.
   4. As you feel the old system is better, meet with your team leader to share your concerns with her.
   5. Try and convince your colleagues to band together and refuse to use the new system since it is not as good as your current system and thus will impact your ability to do your job.

Answers

3. c
4. e

If your choice for the most effective response to the situation is (c) and the least effective response is (e), you must darken the appropriate circles on your answer sheet corresponding to the question numbers as illustrated below:

Question 3. (a) (b) (c) (d) (e)

Question 4. (a) (b) (c) (d) (e)

For online tests, click on the circle corresponding to answer (c) for Question 3 and on the circle corresponding to answer (e) for Question 4.

Sample questions 5 and 6

You have been working at a call centre for a few years. You are very experienced on the phone and are quite comfortable with that aspect of your job. Recently you have been receiving a lot of questions from your co-workers and you realize that many of them are unsure about what to tell clients on the phone. Responding to these questions is beginning to affect your own productivity.

5. The most effective response to this situation would be:
6. The least effective response to this situation would be:
   
   1. Inform your supervisor of the situation so she can speak with your co-workers and ask them to stop asking you questions.
   2. Come up with a list of frequently asked questions and answers, and send them to all your co-workers.
   3. Tell your co-workers that you can no longer answer their questions because they are taking too much of your time and it is affecting your own work.
   4. Start telling your co-workers when they approach you that you are too busy to answer their question so that they get the message.
   5. Suggest that your co-workers ask your supervisor instead so you can focus on your own work.

Answers

5. b
6. d

If your choice for the most effective response to the situation is (b) and the least effective response is (d), you must darken the appropriate circles on your answer sheet corresponding to the question numbers as illustrated below:

Question 5. (a) (b) (c) (d) (e)

Question 6. (a) (b) (c) (d) (e)

For online tests, click on the circle corresponding to answer (b) for Question 5 and on the circle corresponding to answer (d) for Question 6.

Sample questions 7 and 8

You are a customer service agent. A client approaches the counter and demands that your organization refund her an amount to which she feels she is entitled. She quotes sections from different acts and is convinced she is right. You know she is not entitled to a refund. In an aggressive tone she tells you “I hope you are competent enough to answer my request. I refuse to leave here without my refund.”

7. The most effective response to this situation would be:
8. The least effective response to this situation would be:
   
   1. Respond to the client, “I would appreciate a more respectful tone. I am here to help you”.
   2. Invite the client into a side office and, in a sensitive way, explain to her why she will not be receiving a refund.
   3. Recommend she go see an accountant so that they can explain to her why she is not entitled to a refund.
   4. Say, “I can't help you right now because you are being unreasonable. Come back and see me when you have calmed down.”
   5. Apologize and say you will not respond to her right now because you feel that it is not a good time for her.

Answers

7. b
8. d

If your choice for the most effective response to the situation is (b) and the least effective response is (d), you must darken the appropriate circles on your answer sheet corresponding to the question numbers as illustrated below:

Question 7. (a) (b) (c) (d) (e)

Question 8. (a) (b) (c) (d) (e)

For online tests, click on the circle corresponding to answer (b) for Question 7 and on the circle corresponding to answer (d) for Question 8.