Free Customer Service Situational Judgement Test Practice

Here you'll find free Situational Judgment Customer Service practice as well as info about the objectives, and format of common SJT questions.

What is the Customer Service Situational Judgment Test?

This is a test that presents to the test taker realistic customer service situations and asks them to identify the most appropriate response. The test is commonly used in both the industrial and governmental sectors.

You may encounter both the Customer Service Assessment Test and the Customer Service SJT when seeking employment with various companies and fields.

A Customer Service SJT measures the competencies valued by employers in customer service representatives.

What Is the Objective of The Customer Service Situational Judgment Test?

The objective of a Customer Service Representative SJT is to assess competencies and skills such as:

  • Communication skills
  • Negotiation skills
  • Flexibility
  • Interaction and collaboration with co-workers
  • The incentive to meet the needs of customers
  • Handling challenging requests and interactions with clients
  • Adaptability in specific realistic situations

This test is sometimes used in conjunction with knowledge-based tests to offer a broad scope of the capacity of applicants to succeed in the available position. The Customer Service Situational Judgment Test is most often given during the initial phase of the application process.

Free SJT Customer Service Test Questions

The following SJT customer service exam questions can give you a taste of the type of questions you can expect on the real customer service exam.

Sample Questions 1

What is the first step in learning about a new product?

A. Take some time to read the information provided with the product.

B. Ask the manager for a Q&A meeting about the product.

C. Ask a colleague who has already read about the product to give you a brief summary of the information you need.

D. Read the information provided with the product while helping customers.


Best response: A
Subject: Changes and development, learning about new products.
Competencies: Dealing with changes/learning, achievement, independence

Explanation: Here you are asked about your strategy in learning new things, and specifically – the first step you would take. A word of caution - these questions are sometimes misleading, as they still require you to take into consideration the importance of each response.

Answer choice A is the basic response – simply read the key information about this product. This is the first and most important step you should take, because any other step will be more efficient after you have gathered basic information about the product. This response demonstrates adaptability (dealing with change and learning new things), achievement and independence.

Scheduling a Q&A meeting (answer choice B) is a good idea, but you need to read about the product before you can ask questions about it.

Asking a colleague to tell you about the product (answer choice C) cannot replace reading about it yourself. Relying on someone else’s understanding can be problematic. Moreover, you cannot be sure that your colleague’s unofficial summary will include all the information you need. Generally speaking, talking to colleagues about their understanding of the information you need to learn can be beneficial, but only as an addition to your own reading.

Answer choice D is unprofessional and irresponsible; you should be knowledgeable and prepared before you begin selling the product.

Another word of caution here – there is no clear-cut answer to this question. Some employers may prefer that you ask a colleague about the best strategy before beginning your research. It could show your planning and organization. As a general tip, we recommend reading about the employer and the role you are applying for, and try to familiarize yourself with the required competencies and values.


Sample Question 2

A customer approaches you and says: “The service here is just horrible!” What would you say to her?

A. "I am really sorry you feel that way. Would you like to get the manager so that you can talk to him?"

B. "I understand your frustration; this is an unexpectedly busy hour. We are doing our best."

C.  "I am sorry to hear that. What is it about the service that disappointed you today?"

D. "I am sorry to hear that you had a bad experience today. I how your next visit will be more pleasant.


Best response: C
Subject: Customer complaints
Competencies: Problem solving; active listening/effective speaking; proactivity

Explanation: In this scenario, you are facing a customer’s complaint about the service. You don’t know the original reason for their visit to the store. Looking at the answer choices, we see that they are in the form of direct speech. This implies that we need to pay attention to communication, specifically effective speaking with the customer.

Answer choice A includes an apology for the way the customer feels, which shows service orientation and care for them. In addition, there is an offer to call the manager. This is a rather extreme course of action at this point, as you have not yet heard the problem and tried to address it yourself.

Answer choice B shows empathy and provides an explanation for the situation. However, the customer has not told you their problem with the service yet. More importantly, you want to try to provide a solution rather than provide explanations for the slow service, as they could sound like excuses.

Answer choice C is the only one in which you ask the customer to tell you what happened. This shows both interest and readiness to hear the customer – active listening. It also demonstrates a willingness to find a solution – a proactive, problem solving approach.

Answer choice D is polite and emphatic. However, it is ineffective and offers no attempt to correct whatever happened.

How to Pass the Customer Service Assessment Test?

JobTestPrep employs a team of psychologists and cognitive specialists who use their know-how to create the most accurate and complete customer service recruitment preparation around.

Each SJT test is thoroughly researched and frequently updated to ensure that you get the most accurate and comprehensive test practice available.

Customer Service SJT Format

The Customer Service Situational Judgment Test may either be a paper & pencil exam, online test, film or audio recording. The questions are comprised of scenarios that depict realistic situations that occur daily on the job, followed by multiple-choice questions in which you are requested to choose an appropriate response or to rate the effectiveness of optional responses. The Customer Service SJT contains 25-50 situations, each followed by one to three multiple-choice questions. While some Customer Service SJTs have time limits, most do not.

Start Preparing for Customer Service SJT

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