Updated
Free practiceVideo scene · 0:20 · Communication, Professionalism
Casper communication practice question: a customer insults a coworker
Watch the scene, then type answers to both questions on a 3.5-minute timer, as in the typed section of Casper. Submit to get your answers scored with a free account. Our top-graded model answer to each question, and why it works, is below.
You work on the floor of a large hardware store.
Your coworker Tuan, who moved to the country three years ago and speaks with an accent, has been helping a customer find a plumbing part. The customer's voice rises, and you walk over.
What happens in the scene?
Customer: I've explained this three times. Can I talk to someone who actually speaks English?
Tuan: (quietly) Sir, I understand. It's the half-inch fitting you need. I can show you.
Customer: (turning to you) You. Can you help me?
Can you answer both questions in 3.5 minutes?
Your answers
3:30
You get 3.5 minutes to type answers to both questions, the same time the typed section of Casper gives each scenario. The questions appear when the clock starts.
What does a top-quartile answer look like?
Try the questions first, then compare. Each answer below is a top-quartile example from Confetto's Casper scorer, graded by it on the 1 to 9 scale raters use.
Question 1
How would you respond to the customer, and what would you do for Tuan?
I'd step alongside Tuan rather than replace him and say, 'Tuan has identified the half-inch fitting. We can help you confirm it's the right one, but please speak respectfully to our staff.' I'd ask whether the customer has the old part or a photo, since that could help resolve the actual plumbing question. I'd let Tuan continue explaining and assist if needed, without suggesting his accent means he can't help. If the customer keeps making insulting comments or becomes threatening, I'd involve a manager. Afterward, I'd check privately with Tuan, ask what support he'd like, and follow store policy about documenting or reporting the incident.
Graded 8 of 9 by Confetto's Casper scorer
Question 2
How should staff respond when a customer treats a coworker with disrespect?
Staff should help customers without leaving coworkers to absorb disrespect. I'd listen to the practical concern, but if I hear an insulting comment, I don't need my coworker to prove it was hurtful before setting a boundary. I'd say, 'I understand you're frustrated, and we want to help, but comments about a staff member's accent aren't acceptable.' I'd support my coworker's role rather than automatically take over. If the customer settles down, we can continue helping; if the behavior persists, I'd involve a manager according to policy. Afterward, I'd check in privately, ask what support my coworker wants, and document or report the incident as appropriate.
Graded 8 of 9 by Confetto's Casper scorer
| Question | Aspects it looks at | Grade |
|---|---|---|
| Question 1 | Communication, Professionalism | 8 of 9 |
| Question 2 | Communication, Professionalism | 8 of 9 |
Why do these model answers score well?
In our scorer's words:
- You explicitly support Tuan’s role rather than replacing him.
- You separate resolving the customer’s plumbing question from accepting disrespect.
- You include private follow-up with Tuan and a policy-based next step.
The model answers are examples written by Confetto's Casper scorer, not real applicants' answers. The grades are from that scorer, not official Casper scores.
More on this theme: how to answer Casper communication questions.
Questions about this scenario
- What does the a customer insults a coworker scenario test?
- It looks at communication and professionalism. Communication: Listens first, speaks clearly and respectfully, and adapts the message to the listener. Professionalism: Is reliable, respects boundaries and confidentiality, and holds a consistent standard under pressure.
- How long do you get to answer it?
- 3.5 minutes to type answers to both questions, the time the typed section of Casper gives each scenario, according to Acuity Insights.
- How were the model answers graded?
- Confetto's Casper scorer graded each model answer twice on the 1 to 9 scale raters use: question 1 8 of 9 and question 2 8 of 9, on average. These are our scorer's grades, not official Casper scores.
- Is this a real Casper question?
- No. The scenario is original and written by Confetto for practice. None of it is taken from Acuity Insights' test or sample content.
Practice more scenarios on the real timers
Answer video and typed scenarios on the clock, and get every answer scored on the 1 to 9 scale raters use.
Start your free week