Work Strengths Test Question 75 – Helping a customer use an inaccessible route
Read the scenario, then choose the one action you would be most likely to take and the one action you would be least likely to take.
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Scenario
A customer needs to submit evidence today but cannot use the online upload service with their screen reader. They have called twice and are worried about missing the deadline. Your guidance allows alternative submission routes, although these take a few minutes to arrange. A queue of other calls is waiting.
Choose the actions
Select one Most likely action and one Least likely action. Do not rank the two remaining actions.
Action A
Explain the available alternative, help the customer use it and record what has been agreed so the evidence is expected through the correct route.
Your selection:
Most likelyLeast likely
Action B
Suggest that the customer asks a family member to complete the online upload for them.
Your selection:
Most likelyLeast likely
Action C
Ask the customer for their login details so you can complete the online upload on their behalf.
Your selection:
Most likelyLeast likely
Action D
Send a paper form and advise the customer to contact the team again if it does not arrive before the deadline.
Your selection:
Most likelyLeast likely
Click to reveal the answer
- Most likely: Action A
- Least likely: Action C
Members can unlock the full explanation for all four actions below, including why the strongest and weakest choices fit and how the two middle options compare.
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