ServicePOP™

Suitability for Customer Care Service and Sales

for Sample ServicePOP

test

May 25, 2017

Contents	Page



Prediction of Sales and Service Potential	1
Sales and Service Competencies	2
Coach to Success	3
Communication Style	7
Attitudes	9
Emotional Intelligence	12
Summary of Scores	13
Responses From Opinions Section	14

The ServicePOP™ 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# 4CIIOYI5PUP1 for Sample ServicePOP on May 25, 2017

©2019 Selection Testing Consultants International, Quality Profiles Ltd.

ServicePOP™ (ID# 4CIIOYI5PUP1 for Sample ServicePOP on May 25, 2017)

Page 1

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

ServicePOP™ (ID# 4CIIOYI5PUP1 for Sample ServicePOP on May 25, 2017)

Page 2

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

ServicePOP™ (ID# 4CIIOYI5PUP1 for Sample ServicePOP on May 25, 2017)

Page 3

Coach to Success
Self-Management/Business Development

Initiates/Proactive

Responsive

Sample would be described generally as a competitive, enterprising, assertive and goal oriented person. He/She is relatively self directed and comfortable initiating activity on his/her own. He/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 him/herself more effectively. He/She will likely work well with a manager who provides clear guidance and coaches without being overly directive. Encourage him/her to use his/her initiative when he/she has caught up on all his/her tasks.

Sample would be relatively comfortable in an adaptive role where he/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

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

ServicePOP™ (ID# 4CIIOYI5PUP1 for Sample ServicePOP on May 25, 2017)

Page 4

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

Results Focus

Balanced

Customer Focus

Sample would be described as highly motivated by challenge, task oriented and occasionally quite impatient. He/She is an individual with a great deal of drive, energy and ambition. He/She enjoys achieving goals regularly and is quite likely to seek out challenge in his/her work. He/She would be well suited to a fast-paced environment where his/her compensation includes a performance bonus based on meeting specific goals. People with his/her motivational structure can be top performers if well matched to the right environment but Sample must also remember to be careful to follow up on the people/service aspects of his/her work.
* Individuals who are highly motivated by challenge need to have commensurate self-management ability to meet the challenges that they set for themselves. If they are consistently unable to achieve their goals, they can become candidates for 'burn-out'.

People with Sample's approach to challenge can be very effective sales people if they are comfortable with selling and understand that providing a customer with added value is a service that enhances the relationship.

Interview Suggestions

Outline your goal setting process.
How do keep track of your progress? If you are not meeting your targets, what do you do?
Describe some of your most recent achievements. How did you establish the goals?
How have you been able to convert your challenge orientation to helping you in past business roles?
Have you ever sold a product or service? How effective were you? What made you effective?

Coaching Suggestions

Assign Sample to challenging projects where the outcome is uncertain and/or there is a need for the work to be completed quickly.
Provide him/her with challenge and commensurate reward structure.
Assure that he/she has developed his/her self-management potential so that he/she is reaching his/her goals on a regular basis.
Sample has the motivational profile of a successful salesperson which should allow him/her to develop new business effectively. Provide sales training if appropriate.

ServicePOP™ (ID# 4CIIOYI5PUP1 for Sample ServicePOP on May 25, 2017)

Page 5

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

Prefers to Create

Follows Guidelines

Depends Upon It

Sample would be described as extremely independent and more likely to create new processes than to follow existing systems and procedures. If something does not appeal to him/her, he/she will probably develop his/her own systems. If an issue arises that is not covered satisfactorily by existing procedures, he/she is likely to create a new procedure to resolve the issue. This area of his/her character will be a strength where guidelines are minimal and he/she is expected to consult on new systems or structure. This level of independence can help him/her be effective in situations where the existing systems or script do not meet the needs of the customer.
* Some people with such highly independent profiles are considered difficult to manage as they tend to want to change things to suit themselves and are not always suited for teams.

Interview Suggestions

How did you feel about the last environment in which you worked? What did you like (or dislike)?
Outline a situation where you worked in a very structured environment. How were you able to adapt?
How comfortable are you working with a script?
Describe a situation where you were forced to develop new procedures to be effective.

Coaching Suggestions

Sample is quite independent, which can be an impediment to integrating with very structured customer care cultures. Encourage him/her to examine this aspect of his/her personality and explore ways for him/her to cope with structure.
If he/she is performing well in his/her current role but fighting the structure, he/she may be an excellent candidate for roles where he/she can work from his/her home office or develop his/her own structure.
If he/she wants to change the culture, ask him/her to develop prototypes for change and coach him/her on how to present them.
Coach him/her on how to integrate with very structured environments rather than to clash with them.

ServicePOP™ (ID# 4CIIOYI5PUP1 for Sample ServicePOP on May 25, 2017)

Page 6

Coach to Success (continued)
Comfort with Conflict

Comfortable

Avoids Conflict

Sample tends to be acquiescent in situations where there is potential for conflict and would tend to avoid it until it was absolutely necessary to face it or intervene. He/She would be perceived as very agreeable, polite and accommodating. He/She would be best suited to an environment which focuses on growth and development rather than one where dealing with conflict are primary demands of the position.

Sample would not enjoy dealing with angry customers or prospects. Too much rejection or conflict could make him/her feel stressed.

Interview Suggestions

Describe a working environment of yours that included a lot of conflict. How did you cope with the conflict?
How have you dealt with argumentative customers (or other people) in the past?
How long does it take for you to regain your composure after a high conflict situation?

Coaching Suggestions

Assign Sample to customer care roles where conflict is minimal and there is a system in place to deal with disagreements etc.
Help him/her deal with conflict by providing skills in conflict resolution and communications.
Provide him/her with strategies that will help respond effectively where he/she needs to assert him/herself.
Help him/her realize that most conflict situations arise from circumstances outside of his/her control. Stress management techniques may be valuable in helping him/her cope with conflict.

ServicePOP™ (ID# 4CIIOYI5PUP1 for Sample ServicePOP on May 25, 2017)

Page 7

Communication Style
Social Orientation

Warm/Friendly/Sociable

Builds Relationships over Longer Term

Sample tends to take time to get to know people. He/She would prefer to build friendships slowly until he/she feels more comfortable with people. He/She will need some coaching to achieve his/her full potential in a role that requires him/her to interact with new people on a daily basis. Sample would feel more at ease dealing with an established customer base because of his/her tendency to build relationships over a longer period of time.

Interview Suggestions

How would you describe your strengths as a communicator?
Describe the last time that you entered a new work environment.
How did you build effective relationships?
What are your goals with regard to growth in interpersonal areas?
What are you doing to develop these areas?

Coaching Suggestions

Help him/her be conscious of the need to build working relationships with others quickly so that he/she can develop this as one of his/her strengths.
Coach him/her to develop his/her strengths as a listener so that he/she can understand the needs that others have and demonstrate that their needs are understood.
Suggest that he/she give short presentations at meetings with peers.
Help Sample develop his/her communication skills by recommending programs and courses.
Consult with him/her on specific communication skills that he/she might wish to develop.

ServicePOP™ (ID# 4CIIOYI5PUP1 for Sample ServicePOP on May 25, 2017)

Page 8

IV. Communication Style (cont'd)
Analytical Orientation

Systematic/Analytical

Learns the Necessities

Sample prefers to learn only what is necessary to do his/her job effectively. He/She is likely to avoid complex technical problems or intellectual and conceptual challenges unless they have a practical application. He/She is more likely to reach his/her full potential in a non-technical environment such as reviewing the general needs of customers and referring them to the suitable solution provider. He/She would prefer to avoid detail and work on the macro level issues.

Interview Suggestions

Describe the most demanding technical job which you have had.
How effective were you? What did you enjoy about it? Not enjoy?
How have you dealt with a customer problem when you did not know the solution? Was the customer's problem fixed?

Coaching Suggestions

Assign Sample to projects where there is more emphasis on interacting effectively with other people than using his/her analytical skills.
Assign him/her to roles that make use of his/her strengths and are closely matched to his/her own interests and expertise.
Avoid customer care roles that require a lot of data mining or probing customer needs. Roles that provide him/her with technical support when there are a lot of detailed technical issues to resolve will be better fits for him/her.
Monitor his/her customer contacts regularly to determine that customer needs are being understood fully.

ServicePOP™ (ID# 4CIIOYI5PUP1 for Sample ServicePOP on May 25, 2017)

Page 9

Attitudes
Self Directed

Feels in Control/Internally Directed

Feels Controlled by External Factors

Sample shows a very high perception of control at this time. He/She believes that most situations can be managed by his/her own efforts and feels competent to deal effectively with them. He/She would be seen as an individual who feels responsible for his/her own performance.

Coaching Suggestions

Build on his/her sense of control and sustain it by supporting his/her good feelings about him/herself.
If Sample seems arrogant, remember that awareness of his/her strengths will help him/her maintain his/her best performance levels. Deal with perceived arrogance by asking him/her to evaluate his/her own relationship to his/her peer group and others. If he/she cares about the impact he/she is having, he/she will work to correct it without hurting his/her confidence.
Encourage him/her to continue to feel responsible for his/her performance.
Coach Sample to commit to mutually agreed-upon goals.

ServicePOP™ (ID# 4CIIOYI5PUP1 for Sample ServicePOP on May 25, 2017)

Page 10

Attitudes (continued)
Lifestyle Management

Handling Stress Well

Stress Management Training Would Help

Sample appears to manage his/her energy and deal with stress very well. He/She will be able to work to deadlines and manage difficult situations and demanding users without suffering the negative effects of stress. Pressure and his/her ability to cope with stress effectively should even enhance his/her performance in challenging situations.
* The ability to adapt and cope effectively with stress can be a large asset in any business environment, particularly one filled with demanding users and clients. Sample may become helpful as a resource to help others learn stress coping strategies.

Coaching Suggestions

Sample may need continual challenge from his/her work environment to avoid boredom.
He/She may be an effective mentor for those who could benefit from learning how to cope with stress.
He/She should be able to assume additional responsibilities when there are additional challenges.

ServicePOP™ (ID# 4CIIOYI5PUP1 for Sample ServicePOP on May 25, 2017)

Page 11

Attitudes (continued)
Approach to Networking/Self-Promotion

Comfortable

Uncomfortable

He/She is generally quite comfortable in meeting new people and creating a larger network of associates and friends. He/She would also enjoy the challenge of promoting him/herself and the organization's products and services in his/her natural market. To accomplish this, he/she should be involved with a variety of social and business groups at both the formal and informal levels. This would help him/her develop more consulting business.

Coaching Suggestions

He/She will be suitable for prospecting and seeking sales or marketing opportunities. His/Her overall approach to networking and self-promotion is consistent with the attitudes of successful sales people and those who are comfortable networking and promoting products and themselves and being aware of this strength would be an asset for him/her.
Help him/her understand that comfort with networking and self-promotion is a strength that combined with strong self-management skills, motivation to succeed financially and good communication skills can help him/her when helping the customer by providing additional services.

Listening Style

Very Good Listener

Needs Coaching

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

Coaching Suggestions

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

ServicePOP™ (ID# 4CIIOYI5PUP1 for Sample ServicePOP on May 25, 2017)

Page 12

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.

ServicePOP™ (ID# 4CIIOYI5PUP1 for Sample ServicePOP on May 25, 2017)

Page 13

SUMMARY OF SCORES

EP	SELF-MANAGEMENT
42
	VERY PROACTIVE	RESPONSIVE

AP	ACHIEVEMENT POTENTIAL
59
	CHALLENGE ORIENTED	CHALLENGE/SERVICE	RELAXED/DEPENDABLE

IP	TEAM ORIENTATION
42
	VERY INDEPENDENT	INDEPENDENCE ORIENTED	TEAM ORIENTED VERY TEAM ORIENTED

CWC	COMFORT WITH CONFLICT
-11
	COMFORTABLE WITH CONFLICT	AVERAGE	AVOIDS CONFLICT

PO	PEOPLE ORIENTATION
-15
	VERY SOCIABLE	BUILDS RELATIONSHIPS SLOWLY

AO	ANALYTICAL ORIENTATION
-57
	ANALYTICAL/SYSTEMATIC	LEARNS THE ESSENTIALS

EQ	EMOTIONAL QUOTIENT
83
	HIGH EMOTIONAL AWARENESS	RELIANCE ON NON-EMOTIONAL INFORMATION

PAGE 2 SCORES

78	76	73	45	0
SD	LM	NSP	LS	UC
86	59	78	83
BL	AP	PS	EQ

ServicePOP™ (ID# 4CIIOYI5PUP1 for Sample ServicePOP on May 25, 2017)

Page 14

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 (5)
3.	I rarely interrupt others while they are speaking (2)
4.	I often discuss my career with friends (5)
5.	I am often influenced by others (2)
6.	I would have difficulty integrating a demanding career into my lifestyle (1)
7.	I have never told a lie (1)
8.	I would not like to be a sales person (1)
9.	Most mistakes can be avoided (5)
10.	I am comfortable with changes in technology (5)
11.	I like to hear people fully explain their point of view (5)
12.	I avoid actions that might make people dislike me (5)
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 (1)
16.	It is important that people approve of me (5)
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 (2)
20.	Sales people have a positive public image (5)
21.	Success is mostly luck (1)
22.	I often allow my attitude to affect my performance negatively (1)
23.	All my habits are good and desirable ones (1)
24.	I am comfortable when people do not agree with me (5)
25.	People get the respect that they deserve (5)
26.	I generally have a positive attitude towards work (5)
27.	I never envy others their good luck (1)
28.	I am persistent in getting others to agree with my point of view (5)
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 (5)
35.	I consciously pause before responding to others (5)
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 (1)
40.	In a group, I feel uncomfortable if a person does not like me (1)
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 (3)
44.	I have been successful in developing a large network of people (5)
45.	Compliments make me uncomfortable (1)
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 (1)

49.	A good plan can avoid mistakes (5)
50.	Stress improves my performance (5)
51.	After listening to someone talk, I repeat the important points back to them to ensure my understanding (4)
52.	I often refer people to my family and friends (5)
53.	Hard work does not always get results (4)
54.	To be effective on the job, I need more energy (1)
55.	I make sure others have finished speaking before I respond (1)
56.	Informal social events are a good source of business contacts (5)
57.	I find it easy to talk about myself (5)
58.	Regular habits are an important part of my success (5)
59.	I have never said anything unkind about anyone else (1)
60.	I have met very few people whom I did not like (1)
61.	I am distracted easily (1)
62.	Professional demands often interfere with my lifestyle (5)
63.	People take too long to get to the point (3)
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 (2)
68.	To be successful in my career, I must change my image (1)
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 (1)
72.	I would rather talk to a client on the telephone than in person (1)
73.	I am successful in most aspects of my life (5)
74.	Work does not get me down (5)
75.	I enjoy listening to other people (5)
76.	Most people would prefer not to deal with salespeople any more than necessary (1)
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 (1)
80.	To perform up to my potential, I must have total belief in my job (1)
81.	I take time to reflect on my accomplishments (5)
82.	I enjoy pressure on the job (5)
83.	I give others my undivided attention when they are speaking to me (5)
84.	I have bought a product or service mainly because of the salesperson (5)
85.	I let the organization define my training needs (1)
86.	People do not understand the pressures of my job (2)
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 (5)
89.	Effort is entirely my responsibility (5)
90.	I manage stress effectively (5)
91.	I have a tendency to finish other people's sentences (3)
92.	To be a successful salesperson, it is necessary to get potential buyers to like me (5)
93.	Others have interfered with my success (1)
94.	It is difficult to establish job priorities (1)
95.	I am not a good listener (1)
96.	I feel comfortable promoting myself and my company at social gatherings (5)