Scenario Performance Assessment

Don’t ask how they’d handle it. Watch them handle it.

Candidates step into a real work situation and talk to an AI customer on a video call. You get a report on what they actually said and did, with every score tied to the moment it came from.

The problem

Anyone can give the right answer

Ask a candidate how they would handle an upset customer and almost everyone says the same thing. It sounds right, and it tells you very little about what they will do when a real customer pushes back.

Every interview asks

A customer wants a refund you can't give. What would you do?

Every candidate says

“I'd stay calm and explain the policy.”

What happened on a real call

The customer wants her money back. The rule says no.

The candidate says

“Yes, we can process a refund, but it will take three to four business days to reflect in your bank account.”

Rule broken: Refunds are only within 15 days.

The call

A customer who pushes back

Before the call, the candidate hears a short brief: who they are, what the customer bought, and the store's rules. Then the customer joins. She has a problem, a mood, and details she only shares when the candidate asks the right questions.

This is the call from the film. Press the time next to any line to play that moment.

From the brief

Refunds are only within 15 days.

The candidate heard this before the call started.

Read aloud before the call

Fashion consultant at a silver jewellery store

You are a fashion consultant at a silver jewellery store. Your screen shows she bought a 925 silver ring with rhodium plating 4 months ago for 3,500 rupees. Refunds are only within 15 days. Her 6 month warranty covers one free re-plating: drop it with the bill at any store, ready in 7 days.

Neha, the customer
I bought a silver ring from your store four months back, and look at it now. It's gone completely dark.
Candidate
Hi! First, do you have the bill with you? I can quickly check it in our system.
Neha, the customer
I have the bill in my email. But first, tell me why has it gone dark like this? Is this even real silver? Kahin nakli toh nahi?
Kahin nakli toh nahi?: It's not fake, is it?
Candidate
Silver tends to oxidize, especially in Mumbai's humid weather. But as per company policy, within the first six months, we can re-plate it for free. Does that work?
Neha, the customer
I just want a refund. Paise wapas kar do, please. Re-plating ka baad mein dekhte hain. First, tell me about the refund.
Paise wapas kar do: Give me my money backRe-plating ka baad mein dekhte hain: We'll see about re-plating later
Candidate
Yes, we can process a refund, but it will take three to four business days to reflect in your bank account.
Neha, the customer
Okay, fine. But if I decide to get it re-plated first, what stops it going black again in two months? Will I have to keep coming back every few months, yaar?
Candidate
There are a couple of things you can do. Try not to get it wet, and don't use any chemicals or strong soaps.
Neha, the customer
That's it? Just don't get it wet? What about perfume and hand cream? I use those every day, and I swim three times a week. Should I take it off before swimming?
Candidate
Yes, absolutely. The chlorine in the swimming pool is making it worse, so I'd advise you to take it off before you swim.
Neha, the customer
Okay. That makes sense. I'll bring it in for re-plating then. Bye.

The report

The customer was happy. The score was 3.7.

The call ended well: the customer agreed to bring the ring in for re-plating. The report still marks the candidate down, because part of how they got there was a refund the store does not allow. How the call ended is shown on its own, so a happy customer never hides a broken rule.

How the call ended

Customer satisfied

Shown on its own. It never changes the score.

Overall score

3.7/10