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Phone Support Specialist Test

The Phone Support Specialist Test evaluates candidates on their ability to provide effective phone support through customer service, situational judgement, and listening comprehension. It assesses skills in English speaking, pronunciation, and problem-solving using MCQs. This test is ideal for roles focused on delivering excellent telephonic customer support.

Covered skills:

  • Customer Service
  • Situational Judgement
  • Phone Support
  • Listening Comprehension
  • English Speaking
  • Pronunciation
  • Interpersonal Skills
  • Problem Solving
  • Conflict Resolution
  • Telephone Etiquette
  • Communication Skills
  • Empathy
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About the Phone Support Specialist Assessment Test


The Phone Support Specialist Test helps recruiters and hiring managers identify qualified candidates from a pool of resumes, and helps in taking objective hiring decisions. It reduces the administrative overhead of interviewing too many candidates and saves time by filtering out unqualified candidates at the first step of the hiring process.

The test screens for the following skills that hiring managers look for in candidates:

  • Capable of providing accurate and timely information to customers.
  • Proficient in managing challenging customer interactions with patience and empathy.
  • Skillful in assessing and situating problems to provide appropriate solutions.
  • Adept in employing active listening techniques to fully understand customer needs.
  • Effective in communicating information clearly and accurately over the phone.
  • Able to pronounce words correctly to ensure clear communication.
  • Capable of adjusting communication style to suit different customers.
  • Proficient in resolving conflicts and diffusing tense situations.
  • Skilled in understanding and interpreting customer emotions and needs.
  • Capable of maintaining professionalism and composure under pressure.
  • Efficient in using technology and phone systems to assist customers.
  • Knowledgeable in applying telephone etiquette to enhance customer experience.

1200+ customers in 80 countries


Use Adaface tests trusted by recruitment teams globally. Adaface skill assessments measure on-the-job skills of candidates, providing employers with an accurate tool for screening potential hires.

customers in 75 countries
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Non-googleable questions


We have a very high focus on the quality of questions that test for on-the-job skills. Every question is non-googleable and we have a very high bar for the level of subject matter experts we onboard to create these questions. We have crawlers to check if any of the questions are leaked online. If/ when a question gets leaked, we get an alert. We change the question for you & let you know.

How we design questions

These are just a small sample from our library of 15,000+ questions. The actual questions on this Phone Support Specialist Test will be non-googleable.

๐Ÿง Question

Medium

Adapting Communication Styles
Communication
Adaptability
Analytical Thinking
Solve
As a customer service representative, it's crucial to adapt the communication style based on the customer's persona. Analyze the data points provided from the analytical dashboard for three customers and match the appropriate communication style for each customer persona:
Customer A:

Age: 42
Profession (from LinkedIn): Financial Analyst
Browsing data: Frequently visits the website during office hours, spends an average of 45 seconds on each page, and often uses the search function to find specific information.
Previous support requests: Sent an email inquiring about product pricing and requested a quick response; started the message with "Dear Support Team."
Customer B:

Age: 67
Profession (from LinkedIn): Retired School Teacher
Browsing data: Spends a considerable amount of time on the website during evenings and weekends, primarily visiting the "Help" and "FAQ" sections. Searches for information on basic product usage and troubleshooting.
Previous support requests: Submitted a query through the website's contact form asking for help with setting up their new device; started the message with "Hello, I hope you're well. I need some assistance with my new device."
Customer C:

Age: 29
Profession (from LinkedIn): Graphic Designer
Browsing data: Visits the website late at night, frequently engages with interactive content, and shares company blog posts on social media. Searches for information on design tools and creative processes.
Previous support requests: Sent a direct message on the company's social media page asking for a software recommendation; started the message with "Hey there! ๐Ÿ˜Š I'm looking for some advice on a design tool."

Medium

Appropriate Apology
Customer Complaints
Communication
Customer Service
Empathy
Solve
As a customer support agent for a high-end telescope manufacturing company, you receive an email from Dr. Patel regarding a telescope she purchased last month for her university's astronomy department. She mentions that during a critical observation session for their research, one of the research team members deleted the historical data by mistake because the UX was confusing. She shares this feedback with you over email.

What is an appropriate apology?
A. "We are deeply sorry that the historical data got deleted due to confusing UX during such a crucial experiment! It must be extremely frustrating for a team of dedicated researchers."

B. "Our apologies! We truly feel terrible that your team's experiment was disrupted. As a fellow academic, it's disheartening to see your colleagues face such setbacks."

C. "We are sincerely sorry for the inconvenience caused by the telescope's confusing UX. That must have been embarrassing for you."

D. "Apologies! We feel awful that your team wasn't able to use the telescope correctly for their experiments. It's fortunate, though, that they have a supportive department head to help them through this."

Easy

Toy is out of stock!
Customer Service
Conflict Resolution
Solve
You work in a children's toy store. One afternoon you notice a customer browsing the store for 15 minutes and looking increasingly annoyed. They approach you, and ask for your help to locate a particular toy the customer wants as a gift for their kid. When you check on your computer, you come to know that the toy is currently out of stock. Which of the following responses would be the most appropriate?
A: Apologize for the toy being out of stock, and suggest that they try kidstoys.com (biggest toy store in city) or another toy store.
B: Share the toy model number, so that they can search for it quickly at another toy store.
C: Offer to order the toy for the customer. Share how long this would take, and offer to call them when the toy arrives at the store.
D: Recommend that they try the biggest branch of your store, which is a 30 min drive away.

Medium

Email on Friday evening
Time Management
Communication
Solve
Emily spent the entire week at a client's site as part of the accounting team. Emily is just about to leave for the weekend, when she notices that there is an email from another small, but growing client that they have been working closely for the past 3 months. Emily has a good professional relationship with Rebecca, who sent the email. Rebecca has a question, which she needs an urgent response to. Answering the question in detail will require Emily to access a number of files in her own office. What should Emily do first?
A: Reply immediately that she needs more information before she can respond in detail, and that she will do it first thing on Monday morning.

B: Rebecca will have gotten an out of office (OOO) response, so she can leave it for now and respond first thing on Monday morning.

C: Call Rebecca to find out by when they need the information. If they need it right away, Emily can go to office, give the required details and provide a more detailed response on Monday.

D: Reply to the email immediately, based on the information Emily has already and assure Rebecca that she will double check and send over a more detailed response first thing on Monday.

Medium

Handling Disruption in Supply Chain Management
Supply Chain Management
Risk Mitigation
Strategic Planning
Solve
You are the Head of Supply Chain for a large automobile manufacturer. Your supply chain is highly globalized, with key components sourced from various international suppliers. Recently, a significant geopolitical event has caused disruption to the supply of a critical component sourced from a particular region, causing production delays. You need to quickly resolve this issue while also planning for future disruptions. How should you approach this situation?
A: Find a local supplier for the critical component, regardless of cost and quality.
B: Stockpile components to mitigate future disruptions.
C: Invest in developing the component in-house, regardless of the time and resources it may take.
D: Lobby with government bodies to prioritize your company's needs.
E: Seek alternative international suppliers, renegotiate contracts with a risk mitigation clause, and invest in dual sourcing for critical components.
F: Shift the burden to the production department to figure out how to handle the component shortage.
G: Initiate legal action against the current supplier for not fulfilling their contract.

Medium

Interpersonal Skill in Team Management
Conflict Resolution
Emotional Intelligence
Decision Making
Solve
You are the team leader of a project team in a software development company. Your team consists of experienced and talented individuals. However, two of your team members, Alice and Bob, are frequently having disagreements, which is affecting the team's morale and overall productivity. The disagreements seem to stem from a clash in their working styles. Alice is very detail-oriented and likes to plan ahead while Bob is more spontaneous and likes to tackle problems as they come. You need to address this issue to ensure the project deadlines are met. What approach would you take?
A: They are both adults, wait for them to fix the issue by themselves. 
B: Pick the more competent team member's side and ask the other team member to adjust.
C: Have a private conversation with both Alice and Bob separately, to give feedback on their behaviors.
D: Organize team-building activities to improve team dynamics.
E: Report the situation to your manager and ask for their advice.
F: Terminate the less competent team member from the project team, and move them to another project.
G: Organize a meeting with both Alice and Bob, facilitating a discussion where they understand each other's perspectives and find a middle ground.

Easy

The Discrepancy
Data Analysis
Problem Solving
Solve
You are a data analyst for a marketing agency. While reviewing the quarterly reports, you notice a discrepancy in the sales data for a major client. The total sales for the quarter, as per the report, are $200,000. However, when you add up the monthly sales data given in the same report, the total is $210,000. The senior analyst is already preparing to present this report to the client. What is your next step?
A: Immediately inform the senior analyst about the discrepancy and offer to recalculate all the data.
B: Assume it's a minor mistake and ignore it, focusing on your other tasks.
C: Cross-verify the data with the original data source before bringing it to the attention of the senior analyst.
D: Prepare an amended report and replace the existing report without informing anyone.
E: Inform the IT department about the potential data integrity issue.
F: Talk to the person who prepared the report about the discrepancy.
G: Submit a report to the senior management detailing the discrepancy.

Medium

The Medical Mix-Up
Patient Safety
Problem Solving
Critical Thinking
Medical Knowledge
Solve
Sarah, a hospital administrator, was reviewing the medication administration records of patients. She came across a patient, Mr. Brown, who was reported to have an allergy to Penicillin. However, she noticed that the same patient was prescribed Amoxicillin for a bacterial infection. Knowing that both Penicillin and Amoxicillin are from the same drug family - beta-lactams, she should:
A: Assume the doctor knows best and ignore
B: Change the medication herself to a non-beta lactam drug
C: Contact the pharmacy to change the drug
D: Speak with the prescribing physician about the discrepancy
E: Consult the nurse who administered the medication
F: Immediately call the patient's family to inform them of the mistake
G: Report the case to a medical malpractice lawyer

Medium

French Test
Question and Response
Solve
Listen to the following audio:

You will hear a question or a statement. After you hear a question or a statement, choose the best response:

Medium

Tokyo flight
Short Talk
Solve
Listen to the following audio:

You will hear a short talk. After the talk, you will hear a question about the talk. Read the choices and choose the best answer to the question you have heard.

Easy

Career aspirations
Speaking Proficiency
Self-presentation
Solve
This is a speaking proficiency question. I will evaluate your grammar, vocabulary and fluency. Please speak loudly to ensure that I can hear you clearly. Please try to ensure that your answer is atleast 5-7 sentences long.
What are your long-term career aspirations, and how does this role align with your goals?

Easy

Professional journey
Career Development
Storytelling
Self-reflection
Solve
This is a speaking proficiency question. I will evaluate your grammar, vocabulary and fluency. Please speak loudly to ensure that I can hear you clearly. Please try to ensure that your answer is atleast 5-7 sentences long.
Could you walk us through your professional journey and highlight key experiences that have shaped your career?

Medium

Glaciers
Solve
This is a speaking proficiency question. I will evaluate your pronunciation skills. Please speak loudly to ensure that I can hear you clearly. 

Read the following paragraph out loud:
A study published Wednesday shows nearly all the worldโ€™s glaciers have been melting at an accelerated pace in recent years, accounting for rises in sea level over the last two decades.

Easy

Ideal life
Solve
This is a speaking proficiency question. I will evaluate your pronunciation skills. Please speak loudly to ensure that I can hear you clearly. 

Read the following paragraph out loud:
We are haunted by an ideal life, and it is because we have within us the beginning and the possibility for it.

Easy

Music
Solve
This is a speaking proficiency question. I will evaluate your pronunciation skills. Please speak loudly to ensure that I can hear you clearly. 

Read the following paragraph out loud:
If I'm being honest with you, the music those kids were listening to seemed awful to me, but to them it was beautiful.
๐Ÿง Question๐Ÿ”ง Skill

Medium

Adapting Communication Styles
Communication
Adaptability
Analytical Thinking

2 mins

Customer Service
Solve

Medium

Appropriate Apology
Customer Complaints
Communication
Customer Service
Empathy

2 mins

Customer Service
Solve

Easy

Toy is out of stock!
Customer Service
Conflict Resolution

2 mins

Customer Service
Solve

Medium

Email on Friday evening
Time Management
Communication

2 mins

Situational Judgement
Solve

Medium

Handling Disruption in Supply Chain Management
Supply Chain Management
Risk Mitigation
Strategic Planning

2 mins

Situational Judgement
Solve

Medium

Interpersonal Skill in Team Management
Conflict Resolution
Emotional Intelligence
Decision Making

2 mins

Situational Judgement
Solve

Easy

The Discrepancy
Data Analysis
Problem Solving

2 mins

Situational Judgement
Solve

Medium

The Medical Mix-Up
Patient Safety
Problem Solving
Critical Thinking
Medical Knowledge

2 mins

Situational Judgement
Solve

Medium

French Test
Question and Response

2 mins

Listening Comprehension
Solve

Medium

Tokyo flight
Short Talk

2 mins

Listening Comprehension
Solve

Easy

Career aspirations
Speaking Proficiency
Self-presentation

2 mins

English Speaking
Solve

Easy

Professional journey
Career Development
Storytelling
Self-reflection

2 mins

English Speaking
Solve

Medium

Glaciers

2 mins

Pronunciation
Solve

Easy

Ideal life

2 mins

Pronunciation
Solve

Easy

Music

2 mins

Pronunciation
Solve
๐Ÿง Question๐Ÿ”ง Skill๐Ÿ’ช DifficultyโŒ› Time
Adapting Communication Styles
Communication
Adaptability
Analytical Thinking
Customer Service
Medium2 mins
Solve
Appropriate Apology
Customer Complaints
Communication
Customer Service
Empathy
Customer Service
Medium2 mins
Solve
Toy is out of stock!
Customer Service
Conflict Resolution
Customer Service
Easy2 mins
Solve
Email on Friday evening
Time Management
Communication
Situational Judgement
Medium2 mins
Solve
Handling Disruption in Supply Chain Management
Supply Chain Management
Risk Mitigation
Strategic Planning
Situational Judgement
Medium2 mins
Solve
Interpersonal Skill in Team Management
Conflict Resolution
Emotional Intelligence
Decision Making
Situational Judgement
Medium2 mins
Solve
The Discrepancy
Data Analysis
Problem Solving
Situational Judgement
Easy2 mins
Solve
The Medical Mix-Up
Patient Safety
Problem Solving
Critical Thinking
Medical Knowledge
Situational Judgement
Medium2 mins
Solve
French Test
Question and Response
Listening Comprehension
Medium2 mins
Solve
Tokyo flight
Short Talk
Listening Comprehension
Medium2 mins
Solve
Career aspirations
Speaking Proficiency
Self-presentation
English Speaking
Easy2 minsSolve
Professional journey
Career Development
Storytelling
Self-reflection
English Speaking
Easy2 minsSolve
Glaciers
Pronunciation
Medium2 minsSolve
Ideal life
Pronunciation
Easy2 minsSolve
Music
Pronunciation
Easy2 minsSolve
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Why you should use Pre-employment Phone Support Specialist Test?

The Phone Support Specialist Test makes use of scenario-based questions to test for on-the-job skills as opposed to theoretical knowledge, ensuring that candidates who do well on this screening test have the relavant skills. The questions are designed to covered following on-the-job aspects:

  • Handling customer inquiries efficiently.
  • Assessing customer needs accurately.
  • Applying situational judgement in scenarios.
  • Providing clear phone support instructions.
  • Demonstrating active listening skills.
  • Communicating effectively in English.
  • Pronouncing words clearly and accurately.
  • Resolving basic customer complaints.
  • Utilizing appropriate telephone etiquette.
  • Empathizing with customer concerns.

Once the test is sent to a candidate, the candidate receives a link in email to take the test. For each candidate, you will receive a detailed report with skills breakdown and benchmarks to shortlist the top candidates from your pool.

What topics are covered in the Phone Support Specialist Test?

Customer Service: Customer Service is the process of ensuring customer satisfaction with a product or service. It involves handling inquiries, resolving issues, and providing guidance to customers, making it critical for fostering customer loyalty and retention.

Situational Judgement: Situational Judgement assesses a candidate's ability to choose effective and appropriate responses to specific scenarios. This skill is crucial in determining how well an individual can navigate complex situations in a consistent and reasoned manner.

Phone Support: Phone Support involves assisting customers or clients over the phone by providing information or resolving technical issues. Measuring this skill is essential as it directly affects customer satisfaction and problem resolution efficiency.

Listening Comprehension: Listening Comprehension is the ability to accurately receive and interpret messages during communication. This skill is vital for understanding customer queries and providing precise solutions.

English Speaking: English Speaking encompasses the ability to effectively communicate ideas and information in English. Proficiency in this skill ensures clear interaction and understanding in diverse multilingual settings.

Pronunciation: Pronunciation involves the clarity and accuracy of speaking word sounds and proper stress patterns. Good pronunciation reduces misunderstandings and enhances the credibility of support personnel.

Interpersonal Skills: Interpersonal Skills are abilities essential for interacting effectively with others. They underpin successful communication, crucial for managing customer interactions and collaborating with team members.

Problem Solving: Problem Solving involves identifying issues, analyzing solutions, and implementing the best course of action. Effective problem solvers enhance customer experience by efficiently addressing and resolving concerns.

Conflict Resolution: Conflict Resolution is the process of resolving a dispute or a conflict by addressing the root cause effectively. This skill is key in maintaining customer relationships and ensuring smooth business operations.

Telephone Etiquette: Telephone Etiquette refers to the set of guidelines for appropriately handling calls to enhance effective communication. Mastery of this skill is crucial as it impacts the customer's phone experience directly.

Communication Skills: Communication Skills involve the ability to convey information clearly and effectively. Strong communicators can facilitate better understanding, collaboration, and engagement in various contexts.

Empathy: Empathy is the ability to understand and share the feelings of another. In customer support, empathy helps build rapport and trust, ensuring a more personalized and effective service experience.

Full list of covered topics

The actual topics of the questions in the final test will depend on your job description and requirements. However, here's a list of topics you can expect the questions for Phone Support Specialist Test to be based on.

Active Listening
Conflict Resolution
Customer Empathy
Phone Etiquette
Problem Solving
Technical Support
Call Handling
Information Accuracy
Communication Clarity
Customer Interaction
Stress Management
Time Management
Effective Questioning
Verbal Communication
Nonverbal Cues
Cultural Sensitivity
Tone Modulation
Voice Clarity
Accurate Pronunciation
Customer Satisfaction
Call Disposition
Script Adherence
System Navigation
Troubleshooting
Empathy Statements
Positive Language
Call Closing
Service Recovery
Listening Barricades
Feedback Skills
Telecom Jargon
Language Proficiency
Dispute Handling
Phone System Use
Interpersonal Skills
Information Retrieval
Real Time Solutions
Attention to Detail
Customer Focus
Situation Analysis
Information Synthesis
Expectation Management
Listening Comprehension
Empathetic Listening
Professional Rapport
Call Recording Use

What roles can I use the Phone Support Specialist Test for?

  • Customer Support Specialist
  • Call Center Representative
  • Technical Support Agent
  • Customer Service Associate
  • Help Desk Technician
  • Phone Support Consultant
  • Client Service Executive
  • Support Specialist
  • Customer Care Agent
  • Telecommuting Customer Support

How is the Phone Support Specialist Test customized for senior candidates?

For intermediate/ experienced candidates, we customize the assessment questions to include advanced topics and increase the difficulty level of the questions. This might include adding questions on topics like

  • Navigating complex customer service issues.
  • Implementing problem solving strategies.
  • Managing conflict resolution techniques.
  • Demonstrating advanced phone support skills.
  • Adapting communication style to audience.
  • Handling high-stress situations calmly.
  • Applying advanced situational judgement.
  • Enhancing interpersonal communication.
  • Executing advanced listening comprehension.
  • Improving telephone communication skills.

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Non-googleable Questions

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Coding Questions

Typing Questions

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Custom Questions

Ready-to-use Tests

Custom Tests

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Bulk Invites

Public Links

ATS Integrations

Multiple Question Sets

Custom API integrations

Role-based Access

Priority Support

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Have questions about the Phone Support Specialist Hiring Test?

What is Phone Support Specialist Test?

The Phone Support Specialist Test is designed to evaluate a candidate's skills in customer service, situational judgement, phone support, and more. Companies use this test to ensure candidates have the necessary skills for roles involving customer interaction over the phone.

Can I combine Phone Support Specialist Test with Customer Service questions?

Yes, recruiters can request a custom test combining multiple skills. For more details, you can explore our Customer Service Test which provides insights on how we assess customer service skills.

What kind of questions are used to evaluate senior candidates in the Phone Support Specialist Test?

Senior roles are assessed through questions that test navigating complex customer service issues, managing conflict resolution, and handling high-stress situations calmly. These questions help identify candidates with advanced skills in these areas.

How to use Phone Support Specialist Test in my hiring process?

Use this test early in your recruitment process. Include the test link in job descriptions or invite candidates directly via email. This helps identify skilled candidates quickly and effectively.

Can I test Listening Comprehension and English Speaking together in a test?

Yes, you can test these skills together for a more tailored assessment. Consider our English Speaking Test to complement the Listening Comprehension evaluation.

What are the main Customer Service tests?

Explore more options in the customer service category:

Can I combine multiple skills into one custom assessment?

Yes, absolutely. Custom assessments are set up based on your job description, and will include questions on all must-have skills you specify. Here's a quick guide on how you can request a custom test.

Do you have any anti-cheating or proctoring features in place?

We have the following anti-cheating features in place:

  • Hidden AI Tools Detection with Honestly
  • Non-googleable questions
  • IP proctoring
  • Screen proctoring
  • Web proctoring
  • Webcam proctoring
  • Plagiarism detection
  • Secure browser
  • Copy paste protection

Read more about the proctoring features.

How do I interpret test scores?

The primary thing to keep in mind is that an assessment is an elimination tool, not a selection tool. A skills assessment is optimized to help you eliminate candidates who are not technically qualified for the role, it is not optimized to help you find the best candidate for the role. So the ideal way to use an assessment is to decide a threshold score (typically 55%, we help you benchmark) and invite all candidates who score above the threshold for the next rounds of interview.

What experience level can I use this test for?

Each Adaface assessment is customized to your job description/ ideal candidate persona (our subject matter experts will pick the right questions for your assessment from our library of 10000+ questions). This assessment can be customized for any experience level.

Does every candidate get the same questions?

Yes, it makes it much easier for you to compare candidates. Options for MCQ questions and the order of questions are randomized. We have anti-cheating/ proctoring features in place. In our enterprise plan, we also have the option to create multiple versions of the same assessment with questions of similar difficulty levels.

I'm a candidate. Can I try a practice test?

No. Unfortunately, we do not support practice tests at the moment. However, you can use our sample questions for practice.

What is the cost of using this test?

You can check out our pricing plans.

Can I get a free trial?

Yes, you can sign up for free and preview this test.

I just moved to a paid plan. How can I request a custom assessment?

Here is a quick guide on how to request a custom assessment on Adaface.

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Along with scorecards that report the performance of the candidate in detail, you also receive a comparative analysis against the company average and industry standards.

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