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Harver SJT Practice: Pick the Best and Worst Response in Contact-Centre Scenarios

Practise a Harver-style situational judgement test: 8 contact-centre scenarios, best and worst picks, scored with Harver’s +1 / 0 / −1 rule and our key.

Practice: 8 contact-centre scenarios, untimedAlso called “Harver SJT”Also called “Harver customer care assessment”

How the practice module works

  1. 01Each scenario describes a moment in a contact-centre job: a customer call, a chat or a situation with your team.
  2. 02Choose the best response with the thumbs up and the worst response with the thumbs down. One response cannot be both.
  3. 03There is no timer. Next stays disabled until you have chosen a best and a worst response.
  4. 04Your score uses Harver’s published +1 / 0 / −1 rule with Candidate Falcon’s own key, and the review explains every response.

Controls

  • Thumbs up marks the best response
  • Thumbs down marks the worst response
  • Tap a marked button again to clear it
  • Next once both are chosen

Included in 1 Game Platform Prep (when you choose Harver), All Games Platforms Prep and Full Access. See plans

Task
Pick the best response with a thumbs up and the worst with a thumbs down (Harver help centre)
Scoring
+1 for the keyed best or worst, 0 for a neutral option, −1 for reversing them; shown as % correct (Harver help centre)
Scenarios
Often short videos; can be separate or one story about a day in the job (official)
Length
5 to 8 scenarios with 3 to 5 responses each, according to prep sites; Harver publishes no count
Timing
No time limit stated by Harver; prep sites report it is untimed
Practice version
8 original contact-centre scenarios from a bank of 20, untimed, with a review of every response

What the Harver Situational Judgement Test looks at

Harver’s situational judgement test shows you a short scenario from the job, usually on video, and a few possible responses. You choose the best response with a thumbs up and the worst with a thumbs down, and the Next button stays disabled until you have chosen both. Some employers link the scenarios into one story about a day in the job, which Harver also calls a work simulation or realistic job preview.

Harver writes the scenarios for each employer after studying the job, and keys the answers on what the employer’s best performers do. Its employer help centre describes the scoring: choosing the keyed best or worst response earns a point, choosing a neutral response earns nothing, and choosing best and worst the wrong way round costs a point. Your result is the percentage of correct answers.

For contact-centre jobs the scenarios are about angry customers, chats handed over from a chatbot, demanding customers with complex questions and overdue payments. Candidate Falcon’s practice uses 20 original scenarios of that kind, with our own key based on common customer-service practice: take ownership, stay calm and polite, follow policy, protect customer data and solve the problem.

How the Situational Judgement Test practice works

  1. Read the scenario and every response before you choose.
  2. Tap the thumbs up next to the response you think is best, and the thumbs down next to the one you think is worst.
  3. Tap a marked button again to clear it. One response cannot be both best and worst.
  4. Next stays disabled until you have chosen both. There is no timer.
  5. After 8 scenarios, review your score and the reason behind every response.

Situational Judgement Test tips

  • Look for the response that owns the problem and solves it, not the one that only sounds polite.
  • The worst response is often the one that is dishonest, breaks a rule such as data protection, or is rude to the customer.
  • Settle the clearly best and clearly worst responses first; the middle ones usually score nothing either way.
  • Avoid reversing best and worst: that is the only choice that loses points.
  • Read the employer’s values or customer promise before the real test, since Harver keys answers to the employer.

Common Situational Judgement Test mistakes

  • Choosing the response that passes the customer to someone else as the best.
  • Marking a cautious but reasonable response as the worst when a harmful one is on the list.
  • Picking whatever ends the conversation fastest.
  • Trusting “answer keys” shared online: each employer has its own scenarios and key.
  • Rushing because there is no timer.

A short Situational Judgement Test practice routine

  1. Run the 8-scenario practice once without stopping.
  2. Read the review for every scenario where you lost points and note the reason.
  3. Write one sentence that sums up a good response for each theme you missed, such as policy or escalation.
  4. Run the practice again a day later and compare your score.

Situational Judgement Test FAQ

How is the Harver situational judgement test scored?

Harver’s employer help centre says the keyed best or worst response earns a point, a neutral response earns nothing and a reversed best and worst costs a point. Your result is shown as a percentage of correct answers.

How many scenarios are in the Harver SJT?

Harver does not publish a count, and it depends on the employer. Prep sites report 5 to 8 scenarios with 3 to 5 responses each. The practice uses 8.

Is the Harver SJT timed?

Harver does not state a time limit for it, and prep sites describe it as untimed. Other Harver modules, such as the cognitive subtests and the live chat simulation, are timed.

Are these Harver’s real scenarios?

No. Harver writes scenarios for each employer and does not publish them or their keys. The practice scenarios and key are Candidate Falcon’s own, built to help you learn the format.

Independent practice by Candidate Falcon, based on Harver’s public descriptions and prep-site reports. Not affiliated with Harver, and not its scoring. The questions and scenarios are original, and practice results are not Harver scores. For how each Harver module works, timing and results, read the free Harver assessment guide.