Aptitude- Situational Judgement for Call Centre

A customer calls and asks for advice in choosing an air conditioner. Since you want to establish his needs in order to suggest the best product for him, you ask him to describe where the air conditioner is going to be placed and who it is going to serve. You think you have got a sense of what he is looking for but you are not sure, and don't want to recommend a product he might regret later.
Which is the best way to confirm that you understood your customer's needs?

You work in a customer service call center for a mobile phone company. An elderly woman calls and says that she is having trouble with some of her device's settings. She says that her son bought her the device and that she is very frustrated about not being able to use it independently.
What would be your first response?

You work in a call center, providing information about a specific department in your company. You receive a call from Mrs. Jones, who asks you questions about a different department. You do have some unofficial knowledge about the subjects she is asking about, but her questions are not within your scope of expertise.
What would be the best response?

You are working in a call center. A customer calls about a product he ordered. He sounds very upset and says: "The package I got is missing some pieces, I can't use the machine like that - it's useless! What kind of business are you running?" You take his order number and ask him to verify his personal details. However, the customer becomes even more upset, saying that you should be able to see this information on your screen. 
How do you respond?

You are calling Mr. Harris, a potential customer, to suggest a service that your company is offering families. Mr. Harris is showing interest in your proposal, asking questions and requesting more information. However, when you feel that he might be ready to sign, he says that he is worried that his wife won't be happy with some of the details in your proposal and that he needs to speak with her and consider.
How would you respond?

A customer calls in and complains that since his bill arrived late in the mail he couldn't pay it on time. He is asking you to withhold the fee for late payment. What would be the worst response in this situation?

A customer calls the customer service line. He says that since he had to wait so long, he is now in a hurry and doesn't have much time to speak.
Which of the following is the most important response from the representative?

A customer calls in and complains that since his bill arrived late in the mail he couldn't pay it on time. He is asking you to withhold the fee for late payment. What would be the best response in this situation?

It's a busy hour at the call center. You are tired and hungry but you have decided to postpone your lunch break for a while and help your team take calls. Your next call is from an angry customer who complains that a delivery she ordered a few weeks ago has not yet arrived. You try to gather the information you need to check on the issue, but the caller goes on complaining about your service. She says: "I have been trying to get through to your call center for a week, and now that someone finally picks up they are slow and incompetent."

What is the worst way to respond in this situation?

It's a busy hour at the call center. You are tired and hungry but you have decided to postpone your lunch break for a while and help your team take calls. Your next call is from an angry customer who complains that a delivery she ordered a few weeks ago has not yet arrived. You try to gather the information you need to check on the issue, but the caller goes on complaining about your service. She says: "I have been trying to get through to your call center for a week, and now that someone finally picks up they are slow and incompetent."

What is the best way to respond in this situation?