These are four sample questions from Bryq's Customer Care assessment, a job-specific test for hiring customer service representatives, support agents, and other customer-facing staff. The full assessment covers four skills: customer service, complaint management, customer focus, and customer engagement. Each question describes a realistic customer interaction and asks which response fits best, with four options to choose from.
Customer Service
Intermediate
Question
A customer contacts support and asks for an update on a replacement item they were promised, but you cannot find any record of the promise in the system. What should you do?
Select your answer
Acknowledge that you cannot locate a record, apologise for any confusion, and commit to investigating and providing a clear update within a specific timeframe.
Acknowledge the situation, ask the customer for any reference details they may have, and escalate to a senior agent to review.
Inform the customer that without a record you are unable to action the request, and ask them to resubmit it.
Apologise and issue the replacement immediately to avoid further frustration.
WHY IS THIS THE CORECT ANSWER
Taking personal ownership and committing to a specific timeframe protects trust while still verifying the facts, rather than passing the issue on, pushing it back to the customer, or bypassing process.
Complaint Management
Intermediate
Question
A customer escalates a complaint that was previously marked as resolved, saying the issue has resurfaced. How should you respond?
Select your answer
Apologise that the issue has returned, reopen the case, review what was done previously, and commit to a more thorough resolution this time.
Apologise and escalate immediately to a senior agent given the repeat nature of the complaint.
Acknowledge the recurrence and ask the customer to describe the issue again so you can raise a new case.
Inform the customer that the previous case was resolved and a new case will need to be logged.
WHY IS THIS THE CORECT ANSWER
Reopening the existing case keeps the history intact and lets you learn from what was tried, instead of making the customer start over.
Customer Focus
Intermediate
Question
During a support interaction, a customer mentions in passing that their team has grown significantly since they first signed up. How should you respond?
Select your answer
Acknowledge the growth, ask how their needs may have changed, and explore whether their current setup still serves them well.
Congratulate them on the growth and let them know you have options available if they ever want to review their plan.
Note the information on their account for a future account review.
Acknowledge the comment and continue addressing their original query.
WHY IS THIS THE CORECT ANSWER
Exploring the impact in the moment shows genuine interest in the customer's outcomes, whereas the other options defer the conversation or leave the next step to the customer.
Customer Engagement
Intermediate
Question
A customer who has been receiving your newsletter for over a year replies to an email saying they find the content less relevant than they used to. How should you respond?
Select your answer
Thank them for the feedback, ask what topics or content would be more relevant to them now, and use their response to personalise future communication.
Thank them for the feedback and update their communication preferences based on what you already know about them.
Apologise and offer to reduce the frequency of emails they receive.
Unsubscribe them from the newsletter and invite them to re-subscribe when they are ready.
