Tesco - 2020 external assessment for Customer Services roles

[sfan92]

Hi All,

I have tried applying for customer service / assistant roles at Tesco over the last few months. For these roles, there is an assessment with the same 11 questions each with 4 possible options. The user is to select whether they agree more or less with each of the 4 options. I must have applied for dozens of these roles and am shocked that whatever answers I give, I can never pass the assessment.

Is it just me, or are others failing it too? And what combination of answers lead to passing the test?

The link below has the 11 questions along with the same feedback I always get.

app.photobucket.com/slideshow/u/snookerfan92/a/6004d0ab-02a5-4a11-a6c4-f8f72ec5b416

I helped my son fill in one of these and he failed too. Abs I have years of retail and customer service experience! And I was considered very good at my job when I did thirst roles.

I find the questions and feedback a bit odd tbh. Surely when you start working somewhere they make it clear what they want you to do abs you abide by that.

If they want you to follow processes and not deviate (which is what they seem to be saying in the feedback?) then they will tell you that. If they want you to take initiative and just do jobs that you see need going they will tell you that also.

Like the question about cleaning. I assume as part of your training they tell you what to do in that scenario. I doubt the answer is clean it up yourself as you could be off for ages looking and haven't had cleaning training/using the materials. . I imagine that you would want to avoid a customer falling as quickly as possible do you would put out signs and if the duty cleaner was not available then you'd alert the manager. However if I had a complaining customer in front of me I would also reassure them I was dealing with the problem bi wouldn't just ignore and run iff to see the manager.

So who knows. Weird you've answered various options and still failed.

For banter I made a fake application so I could do the test. This was my feedback:

I could tell you exactly what I chose for each section if you want, but imo these tests are really easy. I just took the common sense approach but I appreciate for those that haven’t worked in retail it might be difficult

To add the priorities are:

1. Customers/customer centric tasks
2. Helping colleagues/being a team player
3. Tasks like tidying/restocking etc

I just made a fake application too and followed @throwaway10000 priorities and it works. I chose two more and two less for each question and I got great feedback... Inaccirate great feedback I should say since I have once worked in a supermarket and was not a great customer service person. Annoyed, fed up and occasionally downright tetchy yes, great no

@OptimisticSix

I just made a fake application too and followed *@throwaway10000* priorities and it works. I chose two more and two less for each question and I got great feedback... Inaccirate great feedback I should say since I have once worked in a supermarket and was not a great customer service person. Annoyed, fed up and occasionally downright tetchy yes, great no

I already knew about the three priorities *@throwaway10000* mentioned and followed them when doing the assessments, but still failed. It's not just me, people experienced working within retail have also failed.

What combination of answers did you use to pass?

I've just created a fake application and done the test and agree with the 3 priorities listed above. For each one I answered 2 more and 2 less. Tesco priority is always keeping the customer happy, you must always be positive in your ability to complete the task (even if you're not) and clean as you go is a tesco phrase (the cleaning goods to quickly clean an aisle are in drawers underneath the shelving, you only need a housekeeper for broken glass really)

I got great feedback with this (disclaimer, have worked for tesco for over a decade previously)

Haha future Tesco staff thank me later x

No offence but I think it is just you OP, as it’s clear that you can actually pass these assessments. It’s hard to pinpoint where you’re going wrong as it’s common sense to me.

Which of the questions did you find the most challenging?

Where can I apply to see how I do in this test?

You got the answers @ sfan92

@throwaway10000 I’m struggling too, would you be able to tell me the answers?

Out of curiosity did anyone manage to get the answes for the Tesco external assessment?

There have been other threads on this & I finally passed on my 8th fake account after my son’s friend worked out a pattern of answers. Basically in my opinion the answers make no sense at all and I only passed by choosing the opposite of what I thought were the answers. From memory, you always had to prioritise colleagues tasks (never your own!) if they asked for help. Never ask a manager anything and of course the customer. Even though my son and his friend passed the test, they still didn’t get an interview.

There was at one point someone who worked at Tesco and they said the answers were based on employees opinions rather than any actual policy which is why they are impossible to get right for a lot of people. I would genuinely have never passed and truly couldn’t fathom how I’d passed with the answers I gave.

I tried to look for other threads passed on this and I haven't found any. Would you mind sharing the link with me so I can have a read please?

I find it very bizarre the way Tesco have designed this test. I still haven't seen anyone post the answers to it.

@curiousfille I just did a quick application to have a look
I picked two more, two less for each answer
Basically prioritise remaining confident and helping customers then colleagues

So if it says say, customer wants to organise a party and it's
Point them towards the right department
Chat with them about what they need
Take them to the department
Ask a manager

It would be
Less
More
More
Less

Literally did this and passed 😂 was certain I was going to fail because the answers I put were so outrageous it's ridiculous!

🎉 good luck with the application!

Hello can you please tell me the answers for the whole assessment test please

They do say there's no right or wrong answers to these tests, that's true but you need to take your time and use a common sense approach, they aren't trick questions they just need someone with the right frame of mind to work for them.
I've done a few (tesco/waitrose/sainsburys) and not had a problem passing yet although I have worked in retail for a long time!
Basically you need to work on your own initiative and not go running to your manager for every little thing, also help out others without ignoring your own tasks completely.

The answers are fairly obvious:

In every scenario, think about what would be the best outcome for the customer? For example the few baskets left question - you should restock them because it affects customers. And it's a task a manager asked for specifically to always be restocked.

Answers should show that you always prioritize the customer no matter how busy you are, you're a team player, have a positive attitude & can work independently instead of relying on your manager.

And after you do the questionnaire once theres no way back to do it again is that correct? I tried setting up another account and didnt even get to this stage with the same application. It's very odd

I'm laughing at the analyst trying to work out why the application stats are so odd this week with all these fake applications