CustomerCarePro™

Suitability for Customer Care Service and Sales

for Lauren Sample January 1, 2007

Contents	Page

I. Prediction of Sales and Service Potential	1
II. Sales and Service Competencies	2
III. Coach to Success	3
IV. Communication Style	7
V. Attitudes	9
VI. Emotional Intelligence	12
VII. Summary of Scores	13
VIII. Responses From Opinions Section	14

The CustomerCarePro™ is designed to provide insights into the strengths of individuals who will be managing customer relationships within a customer contact center culture. By identifying and understanding personal strengths as well as identifying growth opportunities, managers and supervisors will have more information relevant to fitting people to customer care roles. This profile will also provide managers with suggestions on how to coach service people more effectively.
John C. Marshall, Ph.D.

ID# ABABABAB for Lauren Sample on January 1, 2007

©2003 Selection Testing Consultants International, Quality Profiles Ltd.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

Page 1

I. Prediction of Sales and Service Potential

Prediction of Sales Potential

An indication of the individual's natural approach to selling and best fit within the customer care culture.

Outbound Selling

Cross Selling

Service/Inbound service

Business Development

Reflects the person's approach to creating new business development opportunities

Coach to Excellence

With Training

Not Likely

Approach to Client

An indicator of how aggressively the individual will pursue the business opportunity once it has been identified

Hard/Persistent

Soft/Persistent

Potential Weak Closer

Need for Script and/or Structure

The degree to which the person will accept the structure and script used in customer care selling

Does not want

Works within guidelines

Depends on it

Managing Rejection

An indicator of the individual's ability to manage rejection during a customer contact

Handles Well

Handles OK

Very Uncomfortable

A People Person?

Reflects individual's approach to building relationships with new contacts.

Definitely

People are OK

Not interested

Detail Orientation

Reflects the individual's approach to technical detail.

Analytical

As required

Not Detail Oriented

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

Page 2

II. Sales and Service Competencies

Goal Orientation

An indication of the individual's natural approach to goal setting.

Short Term/Intense

Long Term/Relaxed

A Self-Manager?

Evaluates the extent to which the individual manages self effectively without coaching or a process.

A Natural

With Coaching

Needs Process

Communication Style

Reflects the person's natural style of communicating with others on an interpersonal basis

Ask/Listen

Balanced

Tell the Person

Comfort with Conflict

Refers to the individual's natural reaction to a situation where there is conflict or the potential for it

Comfortable

Handles OK

Uncomfortable

Loyalty

An indicator of the individual's probable primary loyalty

Company Focus

Client/Company

Self Interest

Decision Making

Reflects the individual's probable approach to making decisions

Decisive

Indecisive

Overall Attitude

Reflects the individual's attitudes and how they will effect customers and prospects

Very Positive

Some Concerns

Confidence

An evaluation of the individual's feelings of being in control and taking ownership of various issues

Feels in Control

Average Confidence

Low Confidence

Managing Lifestyle

Evaluates individual's approach to integrating demanding career with busy lifestyle

Manages very well

Manages

Needs Coping Strategy

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

Page 3

III. Coach to Success
Self-Management/Business Development

Initiates/Proactive

Responsive

Lauren would be described generally as a competitive, enterprising, assertive and goal oriented person. She is relatively self directed and comfortable initiating activity on her own. She has the potential to become a good self-manager with some coaching on such issues as self-evaluation, developing the ability to self motivate and directing herself more effectively. She will likely work well with a manager who provides clear guidance and coaches without being overly directive. Encourage her to use her initiative when she has caught up on all her tasks.

Lauren would be relatively comfortable in an adaptive role where she follows a process but can adjust as necessary. Many successful sales people are strong self-managers.

Interview Suggestions

Describe your goal setting process and how you review your accomplishments.
Outline a recent example of this.
Describe the work environment that you found to be best for you.
In your current (previous) position, how much of your time has been devoted to working on tasks that you have initiated? Give an example.

Coaching Suggestions

Lauren will respond well to a balance of coaching and being left alone to work towards organizational goals.
Coach her to be effective when working on her own by asking her to commit to weekly goals and reviewing her commitments with her on a weekly basis.
When she is not performing as well as you think she should, praise her effort (if it is consistent) and do not coax.
Coach her to understand that discovering the additional services that your customers need is an important service in itself.
Lauren can be effective in a sales role if she is coached to take full advantage of the sales process by adapting it to meet customer needs.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

Page 4

III. Coach to Success (continued)
Approach to Client (Sales and Service)

Results Focus

Balanced

Lauren is balanced between being relatively challenge oriented and providing a meaningful service to people. Her motivational profile is similar to those people who like to achieve their own goals regularly while working toward their longer term objectives. Lauren would normally demonstrate a sense of urgency and would operate most effectively in an environment that includes regular challenge as well as routine functions.

Lauren's motivational profile will allow her to be effective in a sales and service role where there are consistent, achievable targets.

Interview Suggestions

Outline your goal setting process.
How do your short-term goals lead to your long-term goals?
Describe some of your most recent achievements.
Who set the goals that you reached? Were you part of the process?
Describe a situation where you helped a customer make a decision on purchasing a product or service. Did you perform well?

Coaching Suggestions

Coach Lauren to balance the needs of the customer with her own goals.
Allow her to set regular customer-focused goals for herself and ask for her commitment to these goals.
Coach her on selling skills if she is required to sell as part of her customer care function. She could be an effective closer if taught how to find the customer's additional needs and match them to the relevant solution.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

Page 5

III. Coach to Success (continued)
Need for Script and/or Structure (Environmental Fit)

Prefers to Create

Follows Guidelines

Lauren would be described as cooperative, obliging and conscientious. She would function effectively in a system which is well-organized but allows for individual initiative. She will accept a script during initial training but may expect some room for adaptation after gaining the relevant experience. She would be expected to integrate with existing systems and work well with a group of peers who are similar in nature.

Lauren will function effectively in a structured, well-scripted process which is designed to deal with customer care issues. She would be helped by an effective process that integrates service and sales issues during customer contact.

Interview Suggestions

Describe the work environment that you found most suitable. Why does it work for you?
How much structure are you willing to accept in a customer care role?
Outline a situation where you worked in a very unstructured environment. What did you do to improve the situation?
Describe a situation where you were forced to develop new procedures. Were they implemented as new procedures?

Coaching Suggestions

Coach Lauren to follow the existing system until she is aware of how well it meets the customers' needs.
Encourage her to use her team orientation to her advantage by listening to how her peers and others deal with the various issues.
Coach her to explore different approaches to problems in order to produce better results.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

Page 6

III. Coach to Success (continued)
Comfort with Conflict

Comfortable

Avoids Conflict

Lauren is relatively comfortable in situations where there is some conflict but would prefer a position where conflict was neither too intense nor a regular part of the environment. She will be suited to roles dealing with some conflict, particularly if the organization has training and strategies that will help resolve conflict.

Interview Suggestions

Describe a working environment of yours that included a lot of conflict. What was your approach to dealing with conflict?
How did you feel about that environment? How would you have changed it?
How can you use your comfort with conflict to your advantage in a customer care role?

Coaching Suggestions

Coach her to be effective in tense situations by demonstrating that she is listening to the concerns of customers and others who may be upset.
Provide conflict resolution strategies which could enhance her ability to deal with conflict.
Help her understand that most conflict situations are not her fault.
Explain that her comfort with conflict is an asset which will help her to be a good customer care specialist.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

Page 7

IV. Communication Style
Social Orientation

Warm/Friendly/Sociable

Builds Relationships over Longer Term

Lauren is sociable, friendly and outgoing in a variety of roles and situations. She is at ease building relationships and is quite comfortable meeting new people. She would be considered effective at an interpersonal level and would work well in an environment where there is regular contact with a variety of people.

Interview Suggestions

Describe your approach to building an effective relationship with someone you have just met.
What do you do differently if you are not able to see the other person?
What are your strengths as a communicator? How can you use them in customer care?
What are your goals with regard to growth in interpersonal areas? What are you doing to improve in these areas?

Coaching Suggestions

Build conscious competence by helping her understand that the ability to work well with others is a strength in customer care.
Coach her to develop her knowledge of key services and products being offered so that she can share that information effectively.
Suggest that she give presentations at meetings with customers and peers.
If Lauren's comfort dealing with others can be combined with product and service knowledge, she may become an effective coach or mentor in areas where she has demonstrable expertise.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

Page 8

IV. Communication Style (cont'd)
Analytical Orientation

Systematic/Analytical

Learns the Necessities

Lauren would be described as reasonably analytical and attentive to detail. She would be comfortable with a balanced mix of technical and non-technical issues as well as some problem solving as part of her work. She would be willing to attend training sessions and learn the skills that are essential to perform the job effectively but she would not necessarily regard extra training or learning new skills as an incentive.

Interview Suggestions

What is the ideal mix of technical and non-technical aspects in a position?
Describe a situation where you were able to solve a problem that others had not been able to handle.
What are some of the current developments that could have impact on how we care for our customers?

Coaching Suggestions

Assign her to customer care roles where there is a balance between using her analytical skills and interacting effectively with other people.
Lauren will enjoy developing new solutions, problem solving and continuous learning.
Consult with her on her training needs to avoid investing in unnecessary training.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

Page 9

V. Attitudes
Self-Confidence

Feels in Control/Internally Directed

Feels Controlled by External Factors

Lauren has a healthy self-confidence, making her feel that she is able to handle most situations on her own. This profile indicates an individual who accepts the responsibility for her own performance and who expects to succeed in virtually all she attempts.

Interview Suggestions

Coaching Suggestions

Maintain Lauren's self-confidence by reinforcing her good feelings about herself.
If Lauren ever appears arrogant, remind her that it is important to feel good about oneself but also important to avoid the appearance of arrogance.
Help her to commit to achieving and exceeding agreed upon performance levels.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

Page 10

V. Attitudes (continued)
Lifestyle Management

Handling Stress Well

Stress Management Training Would Help

Lauren handles most stressful situations quite well. Urgent projects, deadlines and criticisms should be dealt with effectively. Her ability to cope with a stressful work environment may even enhance her performance in challenging situations.
* The ability to adapt and cope effectively with stressful situations is an asset in any business environment, particularly one filled with demanding users and clients. Lauren may become a resource that will help other team members develop better stress coping strategies.

Coaching Suggestions

Lauren seems able to deal with stress well and may need continual challenge from her work environment to avoid boredom.
She may be effective as a mentor for those who could benefit from learning how she copes with stress.
Lauren may be able to assume additional responsibilities when there are additional challenges.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

Page 11

V. Attitudes (continued)
Approach to Networking/Self-Promotion

Comfortable

Uncomfortable

Lauren would tend to be comfortable networking within specific areas of the customer base. To prospect and network from a business perspective, she would require a commitment to product and a practised method of approaching people. The requirement for consistent networking and prospecting could require ongoing training support and contact monitoring. Like most people, she would have some discomfort from rejection.

Coaching Suggestions

If Lauren needs to promote herself or the company's products and services, it is important to help her continue to develop her level of comfort with networking and self-promotion.
If she wants to improve her comfort with networking, she will need to be a good listener first in order to discover what interests the people with whom she wishes to network.
Encourage her to develop a list of the positive aspects of herself, the company and the products and services that she wishes to promote. Help her focus on those positive aspects when asked about any of them.
If combined with strong self-management skills, motivation to succeed and good communication skill, her comfort networking can be a strength that she may wish to develop.
Help her deal with rejection by de-personalizing it.

Listening Style

Very Good Listener

Needs Coaching

Lauren demonstrates an above average approach to listening effectively while in conversation with others. Lauren is likely to listen to others attentively which will enable her to better understand and relate to others. Lauren's approach to listening should help her in developing good interpersonal relationships with a variety of individuals that she will encounter in customer contact roles. Lauren would be well-suited for positions that involve interaction with customers, peers or others.

Coaching Suggestions

Help Lauren take advantage of her strengths as a listener by using her to gather information where others have had difficulty understanding the customer.
Make Lauren aware of her strengths as a listener so that she is consciously competent. may be an effective coach for those who need development in their listening style.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

Page 12

VI. Emotional Intelligence
EQ Definition: The ability to understand and apply emotional information about ourselves and others effectively.

SELF AWARENESS I: MOOD LABELING

Labels feelings and emotions as they are happening

Does not label feelings and emotions as they are happening

A measure of a person's ability to accurately label personal feelings and emotions.

SELF AWARENESS II: MOOD MONITORING

High monitoring

Optimal monitoring

Low monitoring

A measure of the amount of energy a person puts forth in monitoring his/her own feelings and emotions.

SELF CONTROL

Demonstrates good self control

Low control over impulses and negative emotions

A measure of a person's restraint as it relates to one's control over his/her impulses, emotions, and/or desires.

MANAGING EMOTIONAL INFLUENCES

Perseveres

Focus can change

A measure of a person's ability to manage emotional influences that would prevent him/her from taking those actions that he/she believes are necessary in dealing effectively with everyday situations and/or meeting personal goals.

EMPATHY

Recognizes emotions in others

Low awareness of emotions of others

A measure of a person's ability to understand the feelings and emotions of others.

SOCIAL JUDGEMENT

Uses knowledge of the emotions of others in decision-making

Does not factor in the emotions of others in decision-making

A measure of a person's ability to make appropriate decisions in social situations based on the emotional states of others.

OVERALL

Understands & uses emotional information

Relies on non-emotional information

An overall measure of how well a person understands emotional information and uses it effectively.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

Page 13

VIII. SUMMARY OF SCORES

EP	SELF-MANAGEMENT
39
	VERY PROACTIVE	RESPONSIVE

MP	MOTIVATIONAL PROFILE
20
	CHALLENGE ORIENTED	CHALLENGE/SERVICE	RELAXED/DEPENDABLE

IP	TEAM ORIENTATION
-17
	VERY INDEPENDENT	INDEPENDENCE ORIENTED	TEAM ORIENTED VERY TEAM ORIENTED

CWC	COMFORT WITH CONFLICT
19
	COMFORTABLE WITH CONFLICT	AVERAGE	AVOIDS CONFLICT

PO	PEOPLE ORIENTATION
30
	VERY SOCIABLE	BUILDS RELATIONSHIPS SLOWLY

AO	ANALYTICAL ORIENTATION
4
	ANALYTICAL/SYSTEMATIC	LEARNS THE ESSENTIALS

EQ	EMOTIONAL QUOTIENT
75
	HIGH EMOTIONAL AWARENESS	RELIANCE ON NON-EMOTIONAL INFORMATION

PAGE 1 SCORES

	Enterprising	People Oriented	Achievement Oriented	Independent

Power Scores	105	30	89	76
Neutr Scores	66	4	69	93

	Acquiescent	Investigative	Relaxed	Team Oriented
	85	10	44	75
	BL	AP	PS	EQ

PAGE 2 SCORES

55	53	34	55	25
SC	LM	NSP	LS	UC

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

Page 14

VIII. Responses From Opinions Section

1=Don't Agree At All

2=Agree A Little

3=Somewhat Agree

4=Moderately Agree

5=Definitely Agree

1. Effort gets results. (5)
2. I thrive under pressure. (4)
3. I rarely interrupt others while they are speaking. (3)
4. I often discuss my career with friends. (3)
5. I am often influenced by others. (2)
6. I would have difficulty integrating a demanding career into my lifestyle. (4)
7. I have never told a lie. (1)
8. I would not like to be a sales person. (2)
9. Most mistakes can be avoided. (3)
10. I am comfortable with changes in technology. (4)
11. I like to hear people fully explain their point of view. (5)
12. I avoid actions that might make people dislike me. (4)
13. People's good qualities are seldom recognized. (1)
14. I sometimes lack the energy to perform important tasks. (1)
15. Most conversations take too long. (2)
16. It is important that people approve of me. (2)
17. I am good at most things that I try to do. (5)
18. I stay focused on my priorities. (5)
19. After listening to an interesting anecdote, I like to describe a similar situation involving me. (1)
20. Sales people have a positive public image. (1)
21. Success is mostly luck. (3)
22. I often allow my attitude to affect my performance negatively. (1)
23. All my habits are good and desirable ones. (4)
24. I am comfortable when people do not agree with me. (3)
25. People get the respect that they deserve. (1)
26. I generally have a positive attitude towards work. (5)
27. I never envy others their good luck. (2)
28. I am persistent in getting others to agree with my point of view. (2)
29. It is impossible to change company procedures. (1)
30. I find it difficult to manage my professional demands. (1)
31. I prefer to listen in conversations. (5)
32. I find it easy to make new acquaintances. (5)
33. Hard work brings success. (5)
34. I excel in a dynamic environment. (4)
35. I consciously pause before responding to others. (4)
36. I am comfortable promoting my ideas to friends and associates. (5)
37. Plans never work out. (1)
38. I often avoid difficult tasks. (1)
39. I have never been late for work or for an appointment. (2)
40. In a group, I feel uncomfortable if a person does not like me. (2)
41. I create opportunities. (5)
42. I take care of myself with good daily habits. (5)
43. I try to do most of the talking when presenting materials to others. (2)
44. I have been successful in developing a large network of people. (5)
45. Compliments make me uncomfortable. (2)
46. I have difficulty coping with daily job challenges. (1)
47. I have never boasted or bragged. (1)
48. I adapt to what others expect of me. (2)

49. A good plan can avoid mistakes. (5)
50. Stress improves my performance. (2)
51. After listening to someone talk, I repeat the important points back to them to insure my understanding. (5)
52. I often refer people to my family and friends. (1)
53. Hard work does not always get results. (3)
54. To be effective on the job, I need more energy. (2)
55. I make sure others have finished speaking before I respond. (4)
56. Informal social events are a good source of business contacts. (3)
57. I find it easy to talk about myself. (3)
58. Regular habits are an important part of my success. (4)
59. I have never said anything unkind about anyone else. (2)
60. I have met very few people whom I did not like. (5)
61. I am distracted easily. (2)
62. Professional demands often interfere with my lifestyle. (2)
63. People take too long to get to the point. (2)
64. I get upset when sales people call me at home. (1)
65. I am a confident person. (5)
66. I can concentrate on my work for long periods of time. (5)
67. I will interrupt other people to provide an answer to their question. (1)
68. To be successful in my career, I must change my image. (2)
69. My performance depends on the situation. (1)
70. To be effective, I need to make several lifestyle changes. (1)
71. No one is ever rude to me. (2)
72. I would rather talk to a client on the telephone than in person. (4)
73. I am successful in most aspects of my life. (4)
74. Work does not get me down. (4)
75. I enjoy listening to other people. (4)
76. Most people would prefer not to deal with salespeople any more than necessary. (3)
77. I am reluctant to make decisions. (1)
78. Lifestyle demands have interfered with my career success. (1)
79. I always admit my own mistakes. (4)
80. To perform up to my potential, I must have total belief in my job. (3)
81. I take time to reflect on my accomplishments. (5)
82. I enjoy pressure on the job. (4)
83. I give others my undivided attention when they are speaking to me. (4)
84. I have bought a product or service mainly because of the salesperson. (5)
85. I let the organization define my training needs. (3)
86. People do not understand the pressures of my job. (3)
87. I prefer to ask very specific questions that require only a 'yes/no' answer. (1)
88. My business contacts are a good source of future sales. (1)
89. Effort is entirely my responsibility. (5)
90. I manage stress effectively. (4)
91. I have a tendency to finish other people's sentences. (2)
92. To be a successful salesperson, it is necessary to get potential buyers to like me. (3)
93. Others have interfered with my success. (1)
94. It is difficult to establish job priorities. (2)
95. I am not a good listener. (1)
96. I feel comfortable promoting myself and my company at social gatherings. (3)

CustomerCarePro™

Personal Feedback

for Lauren Sample January 1, 2007

Contents	Page

I. General Recommendations	1
II. What to Seek & Avoid in Your Career Path	2
III. Summary of Strengths	3
IV. Communication Style	5
V. Self-Confidence & Lifestyle Management	6
VI. Career Building Attitudes	7

The Customer Care Profile is designed to provide you with real information about yourself that you can use. By identifying and understanding your personal strengths, you will be able to take advantage of them in both your personal and professional activities. This profile will provide you with suggestions on how to do that and help you identify growth areas as well. We trust you will find this information useful and wish you every success.
John C. Marshall, Ph.D.

ID# ABABABAB for Lauren Sample on January 1, 2007

©2003 Selection Testing Consultants International, Quality Profiles Ltd.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

Page 1

I. GENERAL RECOMMENDATIONS
An Overview of Your Customer Care Profile

Your overall profile shows that you would be well suited well to a career that balances clear work objectives with your goals. You would be comfortable with a reasonably well-defined career path that provides you with the opportunity to manage and monitor your own progress. Your best fit would be in a modestly structured organization that provides suitable feedback and a path to more senior roles. Working towards shared project goals as an individual within a team or working independently within a support or service based organization could be good career fits for you. Talk to people in any career that you migh be considering before you make any major change in direction.

Your Most Effective Self-management Style

You tend to balance initiating your own activity with responding to the needs of others. You have the potential to become a good self-manager with some coaching on such issues as planning and executing your daily activity, self-evaluation and developing the ability to motivate yourself consistently.

Your Motivational Structure

You have a considerable sense of urgency about getting things done and a focus on the bottom line. You like to set goals and achieve them on a regular basis. You like to find ways to measure your success and may set high standards of income as one of the ways to measure your achievements. At times you may set standards that are too high for you and if working with others, you may be a driver and occasionally impatient.

Your Preferred Approach to Being a Team Member or Team Leader

You integrate well with relatively structured organizations and teams that are systematic and procedural but allow for individual initiative. You will be most effective in a career path that includes well-defined projects where you can operate as a team member who occasionally takes on a leadership role.

Your Preferred Social Interaction Style

You are generally quite sociable, friendly and outgoing. You build relationships quickly and are generally comfortable with other people. You should be able to work well in an environment where there is regular contact with new customers or clients.

Your Technical/Practical Orientation

You are quite analytical and practical. You enjoy a certain amount of problem solving as part of your work and pay attention to quality. Your highly analytical nature is consistent with many IT and technology related roles if combined with the appropriate background and skill set.

Your Feelings about Self-Confidence and Managing Stress

You have healthy self-confidence, which allows you to feel that you are able to handle most situations through your own efforts. You accept responsibility for your own performance and expect to succeed in most things that you attempt.

You handle most stressful situations quite well. Urgent projects, deadlines and criticisms would normally be dealt with effectively. Your ability to cope with a stressful work environment may even enhance your performance in challenging situations.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

Page 2

II. WHAT TO SEEK & AVOID IN YOUR CAREER PATH

Career Path Characteristics to Seek

Look for projects and career paths that provide you with the opportunity to use your own initiative. Situations that allow you to plan and execute your own activity and manage your own career are best for you. A management system that facilitates and provides coaching would suit you.
Seek career situations that take advantage of your technical knowledge and provide you with the opportunity to be creative. Look for career opportunities that will provide training to develop your strengths as well as technical specialists who can deal with issues beyond your current level of expertise.
Look for a career path that provides structure in which you will feel able to grow. You would be most comfortable in an environment that permits change. Seek an organization that provides an opportunity to work independently within a team environment.
You should look for an environment where there is regular contact with clients, users and your peer group as well as the opportunity to work independently.
Look for a career path that lets you achieve your own goals on a regular basis while providing the products and services needed by your clients and customers. Seek a career that provides a mixture of meaningful work with short-term performance goals leading to your longer term organizational and career targets.

Career Path Characteristics to Avoid

Avoid career situations with very 'hands-on' types of management or those that are overly structured. Avoid situations where you cannot plan your own activities.
Avoid careers where there is not much opportunity for technical growth. Avoid roles that do not provide much variety or opportunity for creativity.
Avoid both overly structured and unstructured environments. You enjoy some structure and guidelines but would be uncomfortable with too much or too little.
Avoid situations that do not provide opportunities to interact with others on a regular basis. Avoid career paths that are strictly public relations or image building.
Avoid careers that do not provide you with regular challenges. Avoid careers that do not allow you to set your own short-term goals and work toward them. Avoid a career that does not reward you commensurate with your performance.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

Page 3

III. SUMMARY OF STRENGTHS
Self-Management

You would be described as competitive, enterprising, assertive and goal oriented. At times you may find new and different ways to reach your personal and work objectives and you can be self-evaluative of your performance. With appropriate training, you would find that for many aims, objectives or requirements, you would be able to develop your own plan, manage your time and focus your effort on a daily basis to reach those goals.You have the potential to become a good self-manager. Build your strengths in such issues as self-evaluation, developing the ability to self motivate and directing your own activities more effectively. You would be well suited to most environments that balance responsiveness to internal or external client and organizational needs combined with the need to plan and execute other tasks and activities. You will likely work well with a manager or project leader who provides clear guidance and coaches without being overly directive.

Coaching Suggestions

Use your initiative to get ahead of your plan when you have completed all of your work.
Make a habit of planning your daily activity and reviewing it on a daily basis.
Demonstrate your ability to work effectively on your own so that you can make effective use of time spent with management. (Managers like to coach effort rather than monitor activity)
Review your weekly goals before committing to them but remember that you must live up to your commitments.
If you find your workload is too heavy, either discuss it with your management and provide alternative targets which you can meet or try to view it as a challenge which will help with your organizational skills.

Motivational Profile

You would be described as motivated by challenge and impatient when not achieving your goals. You are motivated by a mixture of short and long-term goals and are most effective in situations that offer both. You would enjoy working in an environment where you would have the opportunity to meet short-term targets on a regular basis, which would lead to achieving your longer-term objectives.

Coaching Suggestions

Your drive can be a positive force for you by helping you to seek new challenges and to be the best you can be at what you do. Make certain that you assess your short-term personal goals regularly and are certain that they are leading you to your longer-term objectives.
Your achievement orientation may create a sense of frustration if the goals you set are too hard and a sense of non-achievement if they are too easily achieved so look for reasonable targets and stretch your limits gradually. For example, if you are able to quantify your work, establish numerical targets and gradually increase them.
Make certain that your project goals are clearly defined and if they are not, define your own.
Challenge yourself to meet similar standards each day and if you find that you are not meeting them on a regular basis, evaluate whether your goals should be revised or whether you have been doing all that you can to achieve them.
Make a record of your accomplishments each day so that you will be able to track your progress more effectively.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

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III. SUMMARY OF STRENGTHS (continued)
Environmental Fit (Team Orientation)

You would be described as cooperative, obliging, efficient and conscientious. You can function effectively in a group that is well-organized but allows room for your individual initiative. You will accept early supervision along with training but will expect less supervision after gaining the relevant experience. You will integrate well with organizations and systems that are relatively structured. You will evaluate the processes and may offer your suggestions for improvement when you think it is appropriate.

Coaching Suggestions

Look for well-defined opportunities that will provide you with clear guidelines and growth.
Take advantage of your co-operative nature by making a regular contribution to meeting team goals.
Build versatility by adding to your skill set and learning other roles in your organization.
Look for areas where you can demonstrate team leadership.

Comfort with Conflict

You are relatively comfortable in situations where there is conflict or the potential for it. You are able to deal with it but do not necessarily seek it out.

Coaching Suggestions

Being comfortable with conflict will help you mediate in situations where there is conflict.
Develop your conflict resolution strategies to become a better mediator.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

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IV. COMMUNICATION STYLE
Social Orientation

You are generally quite sociable, friendly and outgoing. You have little difficulty in building relationships and are generally comfortable with other people. You should be able to work well in an environment where there is regular contact with new customers or with a well-established client base.

Coaching Suggestions

Review your performance as both a listener and a contributor at meetings with clients and peers. Do you respond to others or follow your own agenda?
Develop your strength as a public speaker by taking part in community service groups, coaching and other similar opportunities.
When making presentations, work on such skills as timing, breaking the ice with humorous remarks, proper articulation and speaking directly to members of the audience.
Always look for feedback when addressing others.
Be a good listener as well as a good talker.

Analytical Orientation

You are comfortable in situations that combine both technical and non-technical issues. You would enjoy a certain amount of analysis and problem solving in your work but not exclusively. You might be willing to attend training sessions and would enjoy getting to know all of the basics that are needed to perform the job effectively but would not necessarily regard extra training as an incentive.

Coaching Suggestions

Look for projects and assignments where there is a balance between using your analytical skills and dealing with clients and other people.
Seek projects that make use of your existing technical strengths while you develop a strategy to improve yourself in the areas of critical importance to the organization.
Make certain that you are familiar with the key competencies you will need to grow within your career path and the industry.
Review your technical development strategy with an experienced mentor.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

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V. SELF-CONFIDENCE & LIFESTYLE MANAGEMENT
Self-Confidence

Build on your self-confidence and continue to feel good about yourself.
Continue to feel responsible for your performance because you can make an impact.
Commit to achieving agreed-upon job performance goals.
Confidence is good but be careful to avoid the appearance of arrogance.

Lifestyle Management

You handle most stressful situations very well. Urgent projects, deadlines and criticisms would normally be dealt with effectively. Your ability to cope with a stressful work environment may even enhance your performance in challenging situations.
* The ability to adapt and cope effectively with stressful situations is an asset in any business environment, particularly one filled with demanding users and clients. You may become a resource that will help other team members develop better stress coping strategies.

Coaching Suggestions

Identify and understand your own stress coping techniques so you can use them in other situations.
Continue to manage stressful situations as challenges that you can meet.
Share your stress coping strategies with others if they ask.
Good diet and exercise strategies will help you continue to manage your energy effectively.

CustomerCarePro™ (ID# ABABABAB for Lauren Sample on January 1, 2007)

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VI. CAREER BUILDING ATTITUDES
Approach to Networking/Self-Promotion

You would tend to favor networking within specific areas of your natural market. To prospect and network from a business perspective, you would require a strong commitment to product and a well-developed method of approaching people. The requirement for consistent networking and prospecting could provide an overwhelming challenge, which would create a need for ongoing training support and joint field work.

Coaching Suggestions

If you are interested in a career where you must promote yourself or your company's products and services, it is important to develop your level of comfort with networking and self-promotion. Most careers of this type require good communication skills, an effective approach to people and comfort with these issues.
If you want to improve your comfort with networking, learn to be a good listener first and discover what interests the people with whom you wish to network.
Develop a list of the positive aspects of yourself, the products and services that you wish to promote and your organization. Focus on those when asked about any of them.

Listening Skills

You demonstrate an above average approach to listening effectively while in conversation with others. You are likely to listen to others attentively, which will enable you to better understand and relate to them. Your approach to listening should help you in developing good interpersonal relationships with a variety of individuals that you will encounter in various consulting roles. You would be well-suited for positions that involved interaction with clients, peers or others.

Coaching Suggestions

Take advantage of your strengths as a listener when dealing with difficult clients as you may be able to gather information and gain trust where others have been unable to do so.
Be aware of your strengths as a listener so that you are consciously competent. You may be an effective coach for those who need development in their listening style.