Customer Service Rep Assessment

This assessment only takes a few minutes and contains simple questions to determine where your skill set is.

# of Questions: 10

Time to Complete: 3 minutes~

If you do not complete this assessment, StartCap will not receive your resume.

You receive an update about a policy change while handling a customer who is asking about the old policy. How do you proceed?

Inform the customer of the change and explain the new policy

Follow the old policy to avoid confusion

End the conversation and call them back once you've studied the new policy

Avoid mentioning the change and handle it based on your current knowledge

You are assigned a task that requires significant time, but you have a queue of customers waiting. How do you manage this situation?

Focus on the task and ignore the customers until you’re done

Address the customers first and then return to the task

Try to multitask and handle both at the same time

Delegate the task to another team member and focus on the customers

What is the most important aspect of communicating with a customer over the phone?

Speaking quickly to save time

Speaking clearly and listening actively

Using technical jargon to sound knowledgeable

Interrupting the customer to clarify their issue

A customer seems upset and frustrated. What is the best first step to take?

Ignore their frustration and stick to the facts

Apologize for any inconvenience and listen to their concerns

Tell them to calm down before continuing

Offer them a discount immediately to make them happy

A customer is reporting an issue that you do not have the immediate answer to. What should you do?

Guess the solution and hope it works

Tell them you don’t know and leave it at that

Inform the customer that you will investigate the issue and follow up with them shortly

Transfer the customer to a colleague immediately

How can you ensure that a customer leaves a support interaction satisfied?

Offer them a discount

Ask them if their issue was resolved and if there's anything else you can help with

End the call quickly so they can get back to their day

Follow up with an email after every interaction

A customer is unhappy with a product they purchased. What is the best way to handle their complaint?

Tell them they cannot return it because it’s against company policy

Ask them to explain the issue, express empathy, and offer a solution or alternative

Advise them to reach out to the product manufacturer directly

Ignore their complaint and move on to the next customer

You have three tasks: an email inquiry, a live chat request, and a phone call from an important client. How do you prioritize?

Answer the phone call first, then handle the email and chat

Answer the live chat first since it’s in real-time, then the phone call

Answer the email first, then the chat, and then the phone call

Try to handle all tasks at once

Basic search engine usage

As a basic litmus test, follow the instructions below.

Go to Google.com
Search for the phrase "Startup Business Loans StartCap" Copy
Find StartCap.org, count the organic ranking position, and then put the number in the box below
Click the search result and go to the StartCap website

Phrase

Ability to follow instructions

Question 10: Last Step!

Scroll to the very bottom of the page, find the "Start-Up Loans" menu & click any option to visit the page.
Copy the second heading (h2) from that page and paste it into the box below