The following exercises will help you assess customer service or customer support representatives in your interviews. Modify them to meet your specific needs.

1. Technical skill tests cover several types of other aptitude tests such as numerical, visual, verbal, and mechanical thinking tests. These skill tests consist of a total of fifty tests that have about thousand or more questions. Since the questions are tricky, you need to practice as many sample tests as possible.
2. Technical Test - 1. By: Anonymous; 30 min 25 Ques Start Test. M JTO Telecom Technical Mock - 6.
3. The second step is to pass the CCAT, Criteria's Cognitive Aptitude Test, which is a 15-minute online test that includes 50 questions covering numerical, logical, verbal, and spatial reasoning. For more information about CCAT, free examples and a comparison between the best online preparations, please visit the following page. Step 3: English test.

An aptitude test is a systematic means of testing a job candidate’s abilities to perform specific tasks and react to a range of different situations. The tests each have a standardised method of administration and scoring, with the results quantified and compared with all other test takers. Easily get started by selecting from over 150 expertly designed test assessments to match your needs. Our comprehensive employment assessment library includes a wide range of job levels and industries to let you screen candidates for their aptitude, cognitive abilities, and specific skills that fit.

What do customer service or support representatives do?

Customer service or support representatives are usually the first point of contact for customers. They answer questions, diagnose problems and provide solutions to customer issues. This position’s duties vary greatly depending on the industry, but there are some skills all successful customer service or support representatives should share:

• Troubleshooting: Curiosity and drive to get to the root of a problem.
• Decision-making: Confidence to make sound judgments.
• Communication: The ability to effectively communicate abstract topics.
• Comprehension: The ability to interpret customer intentions, despite what they are asking/saying.

Potential to learn fast and grow into other roles often make good entry-level customer service/support representatives excellent long-term team members. The best customer service/ support representatives serve as consultants to customers. They work to help customers resolve issues as quickly as possible.

Ways to assess customer service/support skills in interviews

Use a combination of interview questions that include hypothetical scenarios to test customer service/support representative skills and multiple-choice and essay questions to test candidates on products unique to your company.

Here are some interview exercises for customer service/support representatives to help you assess their skills, including what to look out for. You can use these skills assessments during first, second or final-round interviews. Keep in mind that there are no right or wrong answers. In customer support, it’s the process of arriving to a solution that matters the most.

1. Troubleshooting skills assessment

Exercise: I’m seeking technical help. I turn to you and say, “My cell phone is broken. How do I fix it?” How would you go about troubleshooting the problem?

What to look for: Most people have used cell phones, so this exercise is a simple and relatable way to test candidates’ abilities to ask questions and diagnose problems. Here are some responses to look for:

• What’s the exact issue you’re having with your cell phone?
• When did this issue start?
• What is the model of the phone?

Red flags: Watch out for hesitance or for jumping to conclusions too quickly. Candidates who don’t address the problem, seem nervous or aren’t curious about the issue may not have the troubleshooting skills required for a customer support role.

2. Decision-making skills assessment

Essay answer: Our company offers a one-month free trial of [XYZ] product. A customer is on the last day of their trial, and they are requesting another free one-month trial of the product before committing to a purchase. Do you reject the request or grant the customer an extension?

Explain your answer in less than 100 words: _____________________________________.

What to look for: It’s up to you to decide if there’s a right or wrong answer here. In general though, any position could be correct as long as the candidate defends it with logical criteria and delivers their reasoning with tact. Look for signs that candidates carefully considered the issue. Here are some criteria they might list as reasons for their decisions:

General Technical Aptitude Test

• Granting the request to maintain a positive company brand reputation.
• Rejecting the request based on asking whether there’s a company policy that prohibits trial extensions.
• Granting the request with the hope that the customer will purchase the product.

You may have relevant articles on your customer support blog that already cover this issue. If that’s the case, bonus points go to candidates who’ve researched your company thoroughly enough to cite your blog and provide your official answer.

3. Communication skills assessment

1. Verbal exercise: You are a customer service/support representative employed at a computer store. An irate customer approaches your desk, demanding to know why the laptop they just purchased is running so slow. How do you respond?

2. Written exercise: Describe in fewer than 75 words a hobby or topic you’re deeply interested in. Explain it to me as if I know nothing about it.

What to look for:

• Verbal exercise: Candidates who are immediately attentive and show empathy for the customer’s frustrations will stand out. “I’m sorry you’re experiencing this issue. Can I take a look at your computer if you have it with you?” is an appropriate response in person.
• Written exercise: Some businesses handle all customer support queries via email or help desk software. Look for candidates who can succinctly describe in writing something they know very well, like a hobby or a field of study.

Red flags: Candidates who visibly shut down during the verbal exercise may have difficulty handling customer support queries. For the written assignment, candidates who use jargon, exceed the 75-word limit or struggle with writing clearly may end up confusing customers.

4. Comprehension skills assessment

Exercise: Start by providing a brochure of your company product’s features. Here’s an example using Workable’s features. The brochure could look something like this:

Workable features:
-Posts to 15+ job boards.
-Offers a sourcing tool called People Search.
-Can create a branded careers page.

Ask your candidates to study these features and then poll them with a sample customer query:

A potential customer asks you if your product integrates with HR software that powers careers pages. It does not. How do you respond?

What to look for: This question will reveal your candidates’ abilities to understand your product and your customer’s needs. Look for responses like, “We don’t integrate with X but our product offers branded careers pages. Here’s a support link to what they look like.”

Red flags: The main red flag is responding with “No, it does not integrate.” A flat-no response indicates that candidates did not accurately comprehend the customer’s problem or your product’s features and are not trying to help customers achieve the goal that their question reveals.

A technical test, officially known as the Technical Test Battery, is an exam designed not only to test your knowledge of basic mechanics, but also to assess your spatial reasoning and visual acuity.

Designed for anyone applying for any kind of technical role, the Technical Test Battery will evaluate your ability to work deftly with your hands, manipulate three-dimensional space, and analyse reports. The tasks on the aptitude assessment will vary from company to company, but the essential material will remain the same.

Below, we’ve put together a general overview of technical aptitude tests so you know what to expect from each section and how you can best approach each question. We’ve also included several technical test questions on our questions tab that you can use to start preparing immediately.

What Is a Technical Test?

Technical tests are designed specifically for technical fields. A technical exam is a pre-employment assessment for graduates who want to become engineers, mechanics, technicians, and machine operators.

Research has shown that, while psychometric exams effectively measure general intelligence, they don’t necessarily evaluate technical ability. The skills required for a job in a technical field are, in fact, quite different from the skills needed for a corporate job, for example.

Technical Aptitude Interview Questions

On a Technical Test Battery, you’ll be tested in three fields: spatial reasoning, visual acuity, and mechanical ability. Depending on the test company, you might also be tested on verbal comprehension and numerical skills. They want to know that you can perform calculations quickly and accurately and that you can analyse a written report and extract the relevant information.

While the verbal and mathematical components aren’t mechanical nature, you won’t be tested on anything that isn’t directly related to the technical fields. That is to say that the texts you’ll be asked to read will contain technical jargon and discuss mechanical work. Likewise, the numerical portion will contain short problems designed to test whether you can interpret data, make measurements, and perform calculations you’ll need to do your job properly.

What Is Technical Knowledge?

Technical assessment questions aren’t designed solely to test your knowledge of tools and simple machines. Microsoft powerbi for mac. You will be asked to respond to questions about fluids, mechanics, optics, and electrical circuits, and you will need to have had experience with these systems. However, technical knowledge involves far more than just experience.

The test will also evaluate your ability to visualise patterns and concentrate for long periods of time on intricate diagrams. In order to design, build, and repair machines, you’ll need to be able to conjure up complicated images in your head and focus on small pieces and detailed electronic circuitry for long periods of time.

Mechanical Reasoning:

In this section, you’ll be given a diagram of an electrical circuit, a set of gears, a simple machine, etc. followed by a set of questions. Not only will you need to understand how the machine operates, but you’ll also have to know the basic physical principles that allow it to function. Read more about mechanical reasoning tests.

Spatial Reasoning:

In the spatial reasoning section, you’ll be given a wide range of geometric puzzles. For instance, you might be given several shapes and told to piece them together in a specific way without drawing the problem on paper. You might also encounter diagrammatic reasoning questions where you’ll need to analyse a set of unnamed functions in a fictive operation. They could also ask you to match two-dimensional drawings with the relevant three-dimensional figures.

Customer Service Aptitude Test Pdf

Visual Acuity:

Technology Aptitude Test

If you’re repairing a machine or fixing a broken part, you’ll need to scan a complex web of wires and circuitry to identify the issue. That’s why this section of the test will ask you to complete a set of mazes. If you always thought of mazes as games for children, then guess again.

Verbal Comprehension:

Technical Support Aptitude Tests

Not all tests have a verbal comprehension section; however, those that do won’t ask you to read an excerpt from a novel or a historical speech. They will ask you to read a report and answer true or false questions based on your understanding. You won’t have to know any advanced vocabulary or grammar, but you will need to understand relevant jargon and extract the important information.

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Numerical Reasoning:

Numerical reasoning is important to mechanics and technicians. You’ll need to measure precisely, order new parts, and keep track of inventory. You may not need to solve differential equations, but you will have to perform basic calculations. This section will test basic numeracy, and a calculator won’t be allowed.

Technical Aptitude Assessment Test

How to Prepare for a Technical Aptitude Test

You’ll need to make sure that you practice ahead of time. Even if you’ve been working with tools for years, you may not be ready for the spatial reasoning and visual acuity sections. These questions are unique, and while they’re not necessarily difficult, you probably won’t have encountered anything like them before. You don’t want to lose out on a job just because you weren’t prepared. So, take the time to answer some of our practice questions before you head out to the assessment centre.

Final Thoughts on Technical Assessment Tests:

Looking for some practice? Check out our sample online technical test to practice your skills!