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Customer Service Manager Test

Customer Service Manager Test

Using this pre-employment personality and aptitude test ensures hiring a good Customer Service Manager each time.

Pre-Employment Test


Purpose: The Customer Service Manager test screens for candidates with leadership qualities who will make decisions that are ethical and efficient. High performing employees also keep on top of departmental work, motivate subordinates, and have an inherent drive to create a customer-oriented culture.

About This Test: This test will take most candidates approximately 75 minutes. It consists of 3 parts:

  • An untimed personality assessment
  • An untimed General Cognitive Aptitude Test (includes verbal, numerical, and abstract reasoning)
  • An untimed set of open-ended statements to which the candidate has to type in a short answer

What the Report Gives You: A graphical display of personality trait scores, feedback regarding strengths and developmental concerns, an explanation of aptitude results, a display of narrative responses given to the open-ended statements, and suggested interview questions.

Testing Process:

  • Immediate score report upon completion.
  • Proctoring desirable but not required.
  • The use of mobile phones is discouraged.

Options: Contact us to learn how we can customize the test content or the way information is presented in the report to meet your specifications.

Sample Personality Item:

For the statement 
on the left
I feel very strongly about it
I feel it describes me most of the time
I can’t decide between the two statements
I feel it describes me most of the time
I feel very strongly about it
For the statement 
on the right
I prefer working in a quiet environment where I don’t have to talk to people very often.
I prefer working in a busy environment with a lot of activity and social interaction.
Sample Questions for General Cognitive Aptitude Test

Sample verbal reasoning item: House is to dwelling as car is to ____________.

(A) transportation
(B) traveling
(C) speed
(D) automobile
(E) mechanical

Sample numerical reasoning item: Which number comes next in this series? 3 6 9 19 22 25

(A) 32
(B) 35
(C) 52
(D) 15
(E) 28

Sample abstract reasoning item: Which figure would come next in the series?

Sample Question for Open-Ended Statement

The three things I want most from my job are...

(Sample questions differ from actual test appearance and do not contain real test content.)

The Customer Service Manager Test Evaluates:

Less Desirable Behaviors Test Content Desirable Behaviors
Slow learner, overwhelmed with complexity General Cognitive Aptitude Quick learner, handles challenging tasks well
Simplistic thoughts, negative attitudes, grammatical mistakes Open-ended Statements Articulate, meaningful comments, expresses positive attitudes, no grammatical mistakes
Argumentative, contentious Agreeableness Easy to get along with, amiable
Does not want to be responsible for the work of others Assertive Leadership Comfortable directing and controlling work of others
Fails to live up to promises Conscientiousness Reliable, dependable
Not service minded Customer Service Enjoys serving people
Overreacts to stress, gets upset easily Emotional Resilience Calm, level-headed, handles stress well
Lacks intuition about others’ feelings Empathy Sensitive to others’ feelings, empathetic
Doesn’t want to have to deal with people Extroversion Likes people involvement at work
Blunt, unsophisticated, politically naive Impression Management Socially sensitive, polite, diplomatic
Bends rules to suit own purposes Integrity Strong moral code
Doesn’t feel responsible for how employees feel about their jobs Managerial Human Relations Good motivator for others, tries to help others succeed in their careers
Does not stay on top of tasks that have been assigned to others Managerial Task Structuring Stays on top of details that have been assigned to others
Sticks with tried-and-true approaches, resistant to new ideas Openness to New Experience Enjoys learning and new ideas, innovative
Cautious, suspicious, careful Optimism Trusting, believes in positive future
Doesn’t want to coordinate with others Teamwork Able to coordinate and work cooperatively
Does the minimum Work Drive Willing to go the extra mile

Validity Information: Click here to view RA's Technical Manual for details about test dimension development, reliability & validity.


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