Free Situational Judgement Question and Answers — Questions 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.<br> Review the replies that you feel best to describe the decision you would "most likely" make in the given circumstance.
- Suggest he try the Alpston branch of More Than Pens (which is the nearest neighbouring town, 40 minutes drive away) or other bookshops in Saldringham.
- Give the customer the ISBN (book serial number) of the book so that he can easily and quickly search it out elsewhere, either online or at another bookshop.
- 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. (Correct answer)
- Apologize that the book is unavailable and suggest he try Morethanpens.co.uk or another online retailer instead.
Correct 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.
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. <br> Review the following responses and then choose which one you think would be your "least likely to make" in each situation.
- Inform the stationery team leader that there is a problem with the presentation of the section.
- 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. (Correct answer)
- Go back to your section and ask your team leader whether you can be spared for 10 or 15 minutes to help out in stationery. If agreed, offer your help to the stationery team leader to quickly tidy up the area and take your tea break at 11.30am.
- Take your tea break and then on the way back quickly tidy up a few bits and pieces if it’s still in a state.
Correct 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.
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. <br> Review the following responses and choose the one you feel would be "most likely to make" in the given circumstance.
- 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. (Correct answer)
- Tidy up the children’s book area and make it look as presentable as possible.
- Pick out a selection of summer-themed books and ‘summer holiday’ activity books and put them near the front of the children’s area
- Put a hand-written poster near the till promoting the great range of summer activity books that More Than Pens stock for children.
Correct 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.
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. <br> Review the following responses and choose the one you feel is the one you would be "least likely to make" in the given circumstance.
- 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. (Correct answer)
- Ask the team leader what to do.
- Continue serving customers and apologize about the lack of availability of credit card payment.
- Talk to the team leader and suggest that someone goes down the line of customers informing them of the problem and how long it will take to resolve. This will save customers queuing up in case they have no cash or chequebook on them.
Correct 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.
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. <br> Review the following responses and then choose the one that you feel is the situation's "least effective" response.
- Email Sarah thanking her for her early warning. Ask her whether she can provide any information on the projects on which you might be working in January.
- 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. (Correct answer)
- Email Sarah and ask whether it would be possible to have a one-to-one meeting with her before you begin your placement to find out as much as possible about the projects on which you might be working.
- Search on the internet for information about business planning, budgeting and profit & loss calculation.
Correct 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.
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.
Question 6: "On a Monday morning at 9 a.m., your boss, Mary Alvarez, sends you an email requesting that you move up the due date for a small research project you were working on for her so that it "closes of play" today. She claims that since she has an urgent meeting tomorrow morning regarding the matter, she needs the written report from you sooner than she originally anticipated (she told you about the report on Friday and said it would be due by the end of the following day). You haven't even begun writing the report, but you anticipate finishing it in 4 or 5 hours. You have two additional emails in your inbox. One comes from a coworker in HR who is out with the flu today but was scheduled to join the head of the research department for an HR liaison meeting in Southampton. According to the email, Mary has agreed to let you go in his place after hearing from him. The meeting is scheduled to begin at 11 am, and it takes about an hour to travel from Alton to Southampton. The Graduate Development Manager (GDM) sent a feedback form to all Graduate Trainees a week ago, and the third email serves as a reminder about it. He wants to know your thoughts on how to make the trainee program better for the incoming class in January. You quickly scan the sheet and notice that it is a four-page questionnaire that needs thoughtful answers from you. To give him time to review the feedback and put it to good use, the GDM needs the form back by the end of the day. Review the following responses and choose which you think is the situation's "most effective" response.
- Agree to attend the meeting and flag up to Mary that you are going. Email the GDM and apologize that you won’t be able to get him the feedback until mid-morning tomorrow. Email the Head of the Research Department and apologize that you will only be able to meet for up to 1 hour today due to a busy schedule; ask if he would rather re-schedule when your colleague is back at work or if he is happy with a short meeting. Start your report between 9am and 10am. Attend the meeting, if appropriate, and then return to Alton by 1pm and write your report for Maria until 5pm. (Correct answer)
- Complete the feedback sheet for the GDM first thing as this has been waiting for the longest time to be done. Say to Maria that you can’t attend the meeting because if you do you might not complete her report. Spend the remainder of the day writing your report for Mary.
- Say that you will attend the meeting and then return to the office this afternoon to complete your report for Mary. Email the GDM and say that you may not get the feedback to him until tomorrow mid-morning.
- Speak to Mary and explain that if you go to the meeting in Southampton it may stop you getting your report done on time and therefore it would be better if someone else went instead. Email the GDM and say that unfortunately you might not get the feedback to him until tomorrow mid-morning.
Correct answer: Agree to attend the meeting and flag up to Mary that you are going. Email the GDM and apologize that you won’t be able to get him the feedback until mid-morning tomorrow. Email the Head of the Research Department and apologize that you will only be able to meet for up to 1 hour today due to a busy schedule; ask if he would rather re-schedule when your colleague is back at work or if he is happy with a short meeting. Start your report between 9am and 10am. Attend the meeting, if appropriate, and then return to Alton by 1pm and write your report for Maria until 5pm.
This option demonstrates strong prioritization, time management, and communication skills. It addresses the most urgent and manager-requested tasks (Mary's report and the meeting) while proactively communicating potential delays for the less immediate GDM feedback. It also shows initiative by starting the report early and managing expectations for the meeting.
Question 7: "You're attending a meeting with Marinell, your boss. You have been asked to attend the meeting with the representatives of Jack Lanis Stores, a prospective new retail client. A sizable group of department stores known as Jack Lanis Stores (JLS) has developed a solid reputation as an ethical and responsible retailer. The chain takes pride in offering British-made, environmentally friendly, and ethically sourced products on the UK high street. Jack Lanis examines potential suppliers' records with regard to the moral and equitable treatment of employees because the company is run as a co-operative in which all of the employees own a portion of the business. Pay rates and the terms and conditions of an employee's employment contract are included. A significant agreement could be signed for Sutton & Sykes to supply the retail chain with 40,000 washing machines and 14,000 tumble dryers annually if this meeting goes well (i.e., the Jack Lanis representatives leave confident that Sutton & Sykes are a fair and ethical company with regard to how it treats its employees). You are a relative newcomer to the company when Nazib Khan, the senior buyer from JLS, turns to you halfway through the meeting and inquires about your opinion of Sutton & Sykes. <br> Review the following responses and then choose the one that you feel is the situation's "least effective" response.
- Thank Mr. Khan for asking your opinion but say that the meeting was supposed to be about Sutton & Sykes’ policies and procedures for all employees and your experience might not be a representative one, therefore you’d rather not go into too much detail about yourself. (Correct answer)
- Give an honest and positive account of your recruitment, selection, training and management as a graduate trainee; include a few specific examples of how these things were done fairly and ethically by Sutton & Sykes.
- Thank Mr. Khan for asking your opinion and say that you have always been treated in accordance with Sutton & Sykes’ fair and ethical employment structure. Illustrate this by showing Mr. Khan a Sutton & Sykes’ employment policy document.
- Thank Mr. Khan for asking your opinion and check what it is that he would like to hear about in particular, then try to respond to his interest as honestly and positively as possible.
Correct answer: Thank Mr. Khan for asking your opinion but say that the meeting was supposed to be about Sutton & Sykes’ policies and procedures for all employees and your experience might not be a representative one, therefore you’d rather not go into too much detail about yourself.
Deflecting the question by stating your experience 'might not be representative' and refusing to go into detail is the least effective response. It appears evasive and misses a crucial opportunity to provide a personal, positive endorsement of the company's ethical practices, which is precisely what the client is interested in. A more effective response would be to share your positive experiences, even if limited.
Free Situational Judgement Question and Answers
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.