Video scene · 0:20 · Empathy, Problem solving
Past thirty days
You work at the register of an independent bookstore.
Returns are accepted within thirty days, and the owner, Dana, leaves the call to whoever is on the register. The shop barely broke even last month. Mr. Ferris has brought back a bag of unread cookbooks bought three months ago. Dana is restocking beside the counter.
What's said in the scene
Mr. Ferris: My wife bought these in spring. She passed in June. I can't keep seeing them on the shelf.
Dana: I'm so sorry. It's past thirty days, though.
Dana: We bent that rule in March and the shop paid for it all month.
Mr. Ferris: I understand. I just don't know where else to take them.
The two questions
- 1What would you do for Mr. Ferris?
- 2How do you work out what someone actually needs when it is different from what they are asking for?
What raters look for
- Empathy
- Recognizes what others feel and need, and lets that shape the response without losing judgment.
- Problem solving
- Gathers facts before acting, considers options and consequences, and chooses a workable next step.
Answer scenarios like this on the real timers
Watch the scene once, record your answers, and get each one scored 1–9 the way raters score. Your first set is free, no card.
Practice free
