Appendix A: Written Exercise for Customer Support Positions

Name of Applicant: ____________________

Date of Test: ____________________

A. Scenario Based Questions

How would you respond to the following customer tickets?

Possible Tickets How would you respond?

1. A shipment was sent to the customer’s
billing address instead of the shipping
address by mistake.

2. A customer is extremely dissatisfied

with the product he received and
insists on a replacement. However,
your colleagues tell you that the
product is out of stock.

3. A customer insists on cancelling his

order even though it has been picked
up by the courier.

4. A customer’s order was cancelled

because of possible payment fraud.
However, he insists that it’s a genuine
order.

5. A popular product is currently out of

stock but a customer would like to
place an order.

6. A customer tells you that there is an

item missing from his shipment but
your colleagues say it was included.

7. A customer writes in to complain about

the high shipping fees to his country.

8. A customer shared that the product he

ordered is different from the description
he found on the online store. After
checking with your colleagues, you
realise that it was listed incorrectly.

9. A customer insists on using a payment

service that your company does not
subscribe to.
 B. Language Based Questions

Identify all the language errors (if at all) in the following sentences.

1. Thanks for the video, we are checking in this and shall feedback soon. Sorry to keep
you waiting.

2. Thank you for your, we are checking on the issue and shall feedback on the solution
the soonest.

3. Thanks for your email and we would like to apologies for the faulty product, we will
deliver a new product to you and advise the tracking number soon.

4. Attached is the shipping label for you to paste on the parcel, we have arrange the
pick up to be today by DHL. Thanks for your patience.

5. As requested, we have combine your orders and refund the extra shipping fees. You
will received the refund amount over the next few working days. Thanks!

6. May we have your unit address or full address for us to arrange the delivery of your
order?

Thank you for your time! ☺