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Retail Customer Service SJT

This Situational Judgement Test presents scenarios familiar to client-facing staff in retail, covering clear communication with customers, working with colleagues, understanding customer needs and handling challenging situations.

The assessment includes 16 scenarios, with candidates selecting the most and least appropriate response from four options for each. It is untimed and typically takes up to 15 minutes, and is designed for shop floor assistants, cashiers and retail advisors.

Duration
Approximately 15 minutes
Untimed
Scenarios
16
Format
Video scenarios
Competencies
Collaborating, Communicating, Understanding Customer Needs, Dealing with Challenges
Reports
3 samples
See below

Try a sample question

These are the practice questions a candidate sees before the Retail Customer Service SJT starts. Have a go — the answer and an explanation appear after each one. Nothing is recorded.

Transcript of the scenario

You hear a colleague talking to a customer. They are discussing the cost of a product and in a direct tone, your colleague says, “that’s the price” and that they are unable to do anything about it. Staff should always be helpful and polite with customers. At the same time, your colleague has been somewhat preoccupied of late. How would you tackle this?

Select the response you believe is MOST appropriate and the response you believe is LEAST appropriate.

MostLeast
Talk with your colleague, clearly outlining how they can do things differently when talking with customers.
Gently find out if anything is worrying them, while openly setting out your expectations of positive customer service.
Ask your colleague to join you for a coffee so you can assess their emotional state and offer some support if needed.
Hold off giving them direct feedback on this occasion, but quickly make sure they observe how you handle a similar conversation.

Sample reports

Real reports generated for a sample candidate through the same pipeline a live sitting goes through.

PDF
Sample Recruitment Report
See a real example of the confidential report the hiring team receives -- percentile, band and interpretation for each competency.
Open the report
PDF
Sample Candidate Report
See a real example of the feedback report a candidate can be sent -- no scores, plain-language development advice.
Open the report
PDF
Sample Interview Guide
See a real example of the interview guide -- probe questions for each competency, ready for the panel.
Open the report
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