FREE Situational Judgement Question and Answers

Question 1

After roughly 10 minutes of browsing in your sector, a customer is starting to become impatient and frustrated. He comes up to you and asks if you have a specific book that he is looking for, and after looking it up on your computer, you have to tell him that it is "out of stock" right now.
Review the replies that you feel best to describe the decision you would "most likely" make in the given circumstance.

Accepted Answer

Offer to order the book for the customer and let him know how long this will take. Offer to call him when the book arrives.

Answer

Offering to order the book directly for the customer is the most proactive and customer-centric solution. It directly solves their problem without requiring them to travel further or search elsewhere, demonstrating excellent service. This approach minimizes customer effort and ensures the sale remains with the store.

Question 2

On this Tuesday morning, a coworker in the stationery department is absent due to illness. When you pass by the stationery section on your way to the staff room to grab a quick cup of tea at 11 a.m., you notice that it is reasonably disorganized. The shelves are messy, there are items on the wrong shelves, and items have fallen to the floor and been left there.
Review the following responses and then choose which one you think would be your "least likely to make" in each situation.

Accepted Answer

Do nothing. The stationery team leader probably has it all under control and will deal with it soon. It’s understandable that there’s a bit of a mess as someone is away and you don’t want to insult the stationery team by mentioning anything.

Answer

Doing nothing is the least effective response as it ignores a clear problem affecting the store's presentation and customer experience. Assuming the team leader 'has it all under control' and worrying about 'insulting' the team are excuses for inaction. A responsible employee would at least flag the issue or offer assistance, rather than passively allowing disorganization to persist.

Question 3

Late June has come. Your team just finished its monthly meeting for the "book section," and your team leader has given you a specific goal for the following month. You are expected to work toward a 15% increase in children's book sales over last July's figures. Since it is the end of the summer term and families are less likely to spend money on children's books or stationery at this time, July is always a challenging month for children's products. You won't have any extra money to use toward achieving this objective.
Review the following responses and choose the one you feel would be "most likely to make" in the given circumstance.

Accepted Answer

Approach as many customers with children (or who look like they may have children or grandchildren) and politely mention to them that More Than Pens has a great range of summer holiday activity books and story books for children and show them where the children’s books are.

Answer

Approaching customers directly and making personal recommendations is the most proactive and effective sales strategy, especially with no extra budget. This direct engagement targets the relevant demographic and highlights specific products, which is more likely to drive sales than passive merchandising or signage alone.

Question 4

On a busy Saturday afternoon, you are working a shift at the cash register. You are manning the main bank of tills near the store's entrance, where customers can come from all over to make purchases. One of the team leaders informs you that it will be 15 minutes before the system provider can fix the issue after the credit card transaction system abruptly stops functioning. Customers are lined up in a long waiting line.
Review the following responses and choose the one you feel is the one you would be "least likely to make" in the given circumstance.

Accepted Answer

Take the opportunity to take your afternoon tea break as it appears that most customers will have to come back later when the system is working again.

Answer

Taking a tea break during a customer service crisis, especially when customers are queuing due to a system failure, is highly irresponsible and unprofessional. A responsible employee would prioritize assisting customers, managing the situation, or seeking guidance from a team leader, rather than abandoning their post.

Question 5

Sarah Arkwright, a senior manager in the finance division, sent you an email. She will oversee your placement when you join the team in three months. She wants you to be aware that you'll be starting at the department's busiest time. The busiest time for financial planning is January, when you are scheduled to begin working in finance. The team will put in all-out effort to create the annual business plans and budget allotments for each department at Sutton & Sykes and to match these with the company's projected profit and loss. In order for you to "hit the ground running" when you join the team, your supervisor believes it is crucial that you are aware of this. You've never held a position in finance before.
Review the following responses and then choose the one that you feel is the situation's "least effective" response.

Accepted Answer

Thank Sarah and say that you will contact her in December, a few weeks before your placement, and ask for specific details of your projects.

Answer

Waiting until a few weeks before your placement to contact your supervisor is the least effective response. The manager explicitly warned you to 'hit the ground running' due to the department's busiest time. Delaying your preparation and information gathering until December demonstrates a lack of proactive engagement and could hinder your ability to perform effectively from day one.

Situational Judgement Test Practice Test

Situational Judgement Test Practice Test

FREE Situational Judgement Question and Answers