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Free practiceVideo scene · 0:20 · Empathy, Professionalism
Casper empathy practice question: a card declined at the register
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 are a cashier at a grocery store.
It is the evening rush. A young mother, Grace, with a toddler on her hip, has just had her card declined twice for about $90 of groceries. The line behind her is long.
What happens in the scene?
Man in line: (sighing loudly) Unbelievable. Some of us have places to be.
Grace: I'm so sorry. It worked this morning.
Grace: (quietly, to you) Could you take some things off? I don't even know what to put back.
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 help Grace, and what would you say to the man in line?
I'd speak quietly and say, “No need to apologize. We can work through this.” A declined card doesn't necessarily mean she lacks money, so I'd ask whether she wants to try another payment method, remove items, or have a moment to contact her bank. Since she's asked to remove things, I'd help her identify what she most wants to keep and check the total as we go. I'd request another cashier for the line. If that's unavailable, I'd offer to suspend the sale within store policy. I'd thank the waiting customers for their patience without discussing her payment problem.
Graded 8 of 9 by Confetto's Casper scorer
Question 2
How can you protect someone's dignity when they are embarrassed in public?
I'd protect someone's dignity by not making their difficulty a public event. Here, I'd keep my voice low, avoid announcing why the card declined, and reassure Grace without making a big show of sympathy. I'd offer choices so she still has control, such as deciding what to keep or taking a moment to resolve payment. For the line, I'd simply say, “Thank you for your patience,” and request another cashier if possible. If the man continued making comments, I'd calmly ask him to remain respectful. I wouldn't argue with him or discuss Grace's circumstances to justify helping her.
Graded 8 of 9 by Confetto's Casper scorer
| Question | Aspects it looks at | Grade |
|---|---|---|
| Question 1 | Empathy, Professionalism | 8 of 9 |
| Question 2 | Empathy, Professionalism | 8 of 9 |
Why do these model answers score well?
In our scorer's words:
- You reassure Grace without assuming what the declined card means.
- You give her control over whether to remove items or take time to resolve payment.
- You thank the line for its patience without disclosing Grace’s circumstances.
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 empathy questions.
Questions about this scenario
- What does the a card declined at the register scenario test?
- It looks at empathy and professionalism. Empathy: Recognizes what others feel and need, and lets that shape the response without losing judgment. 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.
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