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Customer Service Assessment Test Online Preparation – 2024

Work Exams

Preparing for the customer service positions assessment can seem a bit daunting because there is a wide variety of tests under the label of customer service assessment. However, the important thing to know is that they all measure the same characteristics and aim to help employers produce a higher quality of hires while also improving the process of hiring and promotions.


What Is the Customer Service Positions Test?

The customer service positions assessment is an exam focused on assessing how well any given job-seeker or graduate would fit with the company’s needs and the overall position as a customer service representative. The job is demanding in terms of people skills, so these tests usually focus on strong people skills, which are a necessity for the job.

Worth noting is the fact that there is a way to gain a credential that can act as a step-up in the hiring process. The National Retail Federation (NRF) Customer Service Test is the most popular option for this since they work to improve customer service career accessibility for students, job applicants, and customer service employees seeking a promotion. Their certification is well-known and recognized among employers.


What to Expect on the Exam?

Knowing what to expect on an exam is half of the battle to gain a high score. The Customer Service Representative Assessment focuses on several key areas and skills that every customer service representative needs to be strong in. They are as follows:

  • Cooperativeness
  • Assertiveness
  • Patience
  • Diplomacy
  • Customer Focus
  • Positive Attitude
  • Sales Perspective
  • Problem Solving
  • Multitasking
  • Processing Speed
  • Quality Service

Memorizing the qualities that the employers are looking for, or at least becoming very familiar with them, can help applicants to perform better on the assessment. Answers should be tailored toward being honest but showcasing how the individual measures up to these requirements.

The test itself is a multiple-choice test that is typically administered online. However, the test may also be administered in person with paper and pencil. It is used in every industry where company representatives must interact with the clients, so if the position applied for requires this, expect to take this type of exam.

The exam is split into two different sections: a situational-judgment portion and a personality profiling self-assessment. Any questions on the scenarios given for the situational judgment test should be answered with respect to the actions the applicant would be most likely to take if in a similar situation. The personality questions should be answered based upon how well each question does or does not fit the individual taking the test.

The goal of these two sections is to provide the employer with a better understanding of each applicant’s personality and skills. The situational-judgment test looks to help employers understand how the applicant might perform on the job, and the personality profile helps them to understand the applicant’s level of soft skills such as control of emotions, ability to resolve conflicts effectively, and handling of intimidation or criticism.


How to Pass a Customer Service Assessment?

Most likely, if you are reading this article, you are seeking ways to do well on an upcoming customer service assessment yourself.  While knowing what to expect is wonderful, it does not tell you how to actually prepare. So, what can you do to be successful on your exam?

First and foremost, you must think like a customer service agent. Keep in mind the priority of the customer in every situation you face, and keep the skills and personality traits you want to be most prominent to the employer in the back of your mind as you answer the personality questions. This may be your only chance to put your best foot forward, so take it and make the most of it.

Second, when it comes to preparing you should be doing practice tests and problems. While many assessment companies claim there is no correct answer to a personality assessment question, this simply is not true.

The employer is looking at your answers and making a judgment call on how well you do or do not fit with what they need. The same goes for the situational judgment portion of the test. Give the proper attention and focus to practicing some of these types of exams so that you can answer in a way that illustrates your best qualities.

Finally, relax and take your time. Read everything carefully and avoid panicking. You will have the time you need as long as you do not dawdle. Just read through, make sure you understand, and then begin answering. Rushing or carelessness will lead to answers that are less than flattering.



The customer service assessment is not an impossible test or something that should make you anxious. If you take the time to prepare and practice, and you do not take your preparation lightly, then you should be fine. That extra practice you put in will give you confidence in the format of the test and the types of questions you face so that you can go into the test feeling calm and prepared. After that, you can take your test knowing you can ace it.