ServicePOP™

Suitability for Customer Care Service and Sales

for SAMPLE SAMPLE

[email protected]

 September 3, 2019


ContentsPage

Prediction of Sales and Service Potential1
Sales and Service Competencies2
Coach to Success3
Communication Style7
Attitudes9
Emotional Intelligence12
Summary of Scores13
Responses from Attitude/Opinions Section14


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# H43NALH7SD14 for SAMPLE SAMPLE on September 3, 2019

©2003-2019 Selection Testing Consultants International, Quality Profiles Ltd.

 
 ServicePOP™ (ID# H43NALH7SD14 for SAMPLE SAMPLE on September 3, 2019)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

©2003-2019 Selection Testing Consultants International, Quality Profiles Ltd.
 
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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

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Coach to Success

Self-Management/Business Development

Initiates/ProactiveResponsive


This candidate would be described as very assertive, competitive and goal oriented. This person has the potential to become a very strong self-manager who will be able to work within general guidelines and with minimal documentation and supervision. This person will be able to motivate themself and prefers to evaluate their own performance with little feedback from management. When they are comfortable with their role, they will be able to handle most situations on their own and will be able to monitor and manage their own daily activities. SAMPLE has the potential to be effective in a variety of situations including unfamiliar ones.
* Strong self-managers can be too strong for some customer care cultures and management styles and can be retention risks. It is important to match them with a capable manager who will facilitate for them rather than micro-manage them.

Interview Suggestions

  • Outline a situation in which you had to develop a plan and follow it to completion.

  • Outline a similar situation where you had to follow someone else's plan.

  • What were the advantages of each situation? Which situation suited you best?

  • Have you ever been in a situation where you were selling? What happened?

Coaching Suggestions

  • This candidate will respond best to opportunities that are flexible and provide them with the opportunity to use their own initiative.

  • This candidate will do very well in a role that interests them and allows them to self manage their progress and set their own goals.

  • Match them to a manager who coaches and facilitates rather than one that tends to be 'hands-on'.

  • Coach them on how to take advantage of the sales and services processes to provide better service to your customer base.

©2003-2019 Selection Testing Consultants International, Quality Profiles Ltd.
 
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Coach to Success (continued)

Approach to Client (Sales and Service)

Results FocusBalancedCustomer Focus


This candidate has a motivational structure that is balanced between seeking challenge and concern for the needs of other people. This person is comfortable working on short-term goals as they lead toward long term objectives. SAMPLE would operate most effectively in an environment that includes a mixture of established functions and new challenges.

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

Interview Suggestions

  • Have you developed any business goals for the next year? What are they?

  • 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 them to focus on the needs of the customer and help them understand how their own goals can be met by meeting customer needs.

  • Help SAMPLE with goal setting so that customer expectations are being met.

  • Coach them to be an effective closer if they are required to sell as part of their customer care function. This person would tend to be persuasive rather than persistent in pushing for additional business.

©2003-2019 Selection Testing Consultants International, Quality Profiles Ltd.
 
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Coach to Success (continued)

Need for Script and/or Structure (Environmental Fit)

Prefers to CreateFollows GuidelinesDepends Upon It


This candidate would be described as an independent person who is comfortable working with structure and a scripted process. This person will integrate reasonably well with most systems and work well with a group of peers who are reasonably similar in nature. This person will accept supervision reluctantly during training but will expect minimal supervision after gaining the relevant experience. This person will perform most effectively within a loosely defined system that provides them with opportunities to exercise their individual initiative when dealing with clients and their business needs.

Being somewhat independent, SAMPLE may find different ways to deal with unusual circumstances. Their resourcefulness may be helpful in both the service and sales aspects of customer care.

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

  • This candidate may require coaching when integrating with very structured customer contact cultures or rigorously scripted processes. Encourage them to understand this aspect of themself to determine the best way for them to deal with these issues.

  • If they want to make changes to a script or process, encourage them to develop prototypes for change and coach them on how to present them to management.

  • Assign them to unusual situations that will accommodate and reward independent action.

©2003-2019 Selection Testing Consultants International, Quality Profiles Ltd.
 
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Coach to Success (continued)

Comfort with Conflict

ComfortableAvoids Conflict


This candidate has the potential to be quite comfortable in situations where there is conflict such as an angry or disgruntled customer. Their comfort with conflict can be a strength in situations where conflict is a common occurrence or there is ongoing tension that may require their intervention. People with SAMPLE's level of comfort with conflict may even occasionally create conflict to further their own goals or to enhance performance.

Interview Suggestions

  • Describe a situation where you had to deal with an angry customer.

  • Why was the customer angry? How did you resolve the issue?

  • What did you learn from the situation?

  • What strategies have you used to avoid conflict?

Coaching Suggestions

  • Use SAMPLE in high conflict situations if they show restraint and is able to avoid the temptation to engage in debate.

  • This candidate can be effective in tense situations if they are coached to listen and address the concerns of an irate customer.

  • This candidate may benefit from conflict resolution training which would be an asset in more senior customer care roles.

©2003-2019 Selection Testing Consultants International, Quality Profiles Ltd.
 
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Communication Style

Social Orientation

Warm/Friendly/SociableBuilds Relationships over Longer Term


This candidate is sociable, friendly and outgoing in a variety of roles and situations. This person is at ease building relationships and is quite comfortable meeting new people. This person 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 them understand that the ability to work well with others is a strength in customer care.

  • Coach them to develop their knowledge of key services and products being offered so that they can share that information effectively.

  • Suggest that they give presentations at meetings with customers and peers.

  • If SAMPLE's comfort dealing with others can be combined with product and service knowledge, they may become an effective coach or mentor in areas where they have demonstrable expertise.

©2003-2019 Selection Testing Consultants International, Quality Profiles Ltd.
 
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Communication Style (cont'd)

Analytical Orientation

Systematic/AnalyticalLearns the Necessities


This candidate will learn what is necessary to do the job effectively but would prefer to avoid highly technical issues. This person is unlikely to be motivated by solving technical problems or seeking out intellectual and conceptual challenges unless they have a practical application. This person is more likely to reach their full potential in a less technical environment reviewing the general needs of customers and referring them to the suitable solution provider. This person would prefer to avoid detail and work on the macro level issues.

Interview Suggestions

  • Describe the most demanding technical job which you have had.

  • What did you enjoy about it? What did you not enjoy?

  • How do you keep informed about changes in our industry?

Coaching Suggestions

  • Assign SAMPLE to customer care roles where there is more emphasis on interacting effectively with other people than using analytical skills.

  • Assign them to roles that make use of their existing strengths and match their interests.

  • Avoid customer care roles that require a lot of data mining or probing customer needs. Roles that provide them with technical support when there are a lot of detailed technical issues to resolve will be better fits for them.

  • Monitor their customer contacts regularly to determine that customer needs are being understood fully.

©2003-2019 Selection Testing Consultants International, Quality Profiles Ltd.
 
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Attitudes

Self Directed

Feels in Control/Internally DirectedFeels Controlled by External Factors


This candidate shows a very high perception of control at this time. This person believes that most situations can be managed by their own efforts and feels competent to deal effectively with them. This person would be seen as an individual who feels responsible for their own performance.

Coaching Suggestions

  • Build on their sense of control and sustain it by supporting their good feelings about themself.

  • If SAMPLE seems arrogant, remember that awareness of their strengths will help them maintain their best performance levels. Deal with perceived arrogance by asking them to evaluate their own relationship to their peer group and others. If they care about the impact they are having, they will work to correct it without hurting their confidence.

  • Encourage them to continue to feel responsible for their performance.

  • Coach SAMPLE to commit to mutually agreed-upon goals.

©2003-2019 Selection Testing Consultants International, Quality Profiles Ltd.
 
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Attitudes (continued)

Lifestyle Management

Handling Stress WellStress Management Training Would Help


This candidate appears to manage their energy and deal with stress very well. This person will be able to work to deadlines and manage difficult situations and demanding users without suffering the negative effects of stress. Pressure and their ability to cope with stress effectively should even enhance their 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

  • This candidate may need continual challenge from their work environment to avoid boredom.

  • This candidate may be an effective mentor for those who could benefit from learning how to cope with stress.

  • This candidate should be able to assume additional responsibilities when there are additional challenges.

©2003-2019 Selection Testing Consultants International, Quality Profiles Ltd.
 
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Attitudes (continued)

Approach to Networking/Self-Promotion

ComfortableUncomfortable


This candidate is generally quite comfortable in meeting new people and creating a larger network of associates and friends. This person would also enjoy the challenge of promoting themself and the organization's products and services in their natural market. To accomplish this, they should be involved with a variety of social and business groups at both the formal and informal levels. This would help them develop more consulting business.

Coaching Suggestions

  • This candidate will be suitable for prospecting and seeking sales or marketing opportunities. Their 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 them.

  • Help them 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 them when helping the customer by providing additional services.

Listening Style

Very Good ListenerNeeds Coaching


This candidate demonstrates an above average approach to listening effectively while in conversation with others. SAMPLE is likely to listen to others attentively which will enable them to better understand and relate to others. SAMPLE's approach to listening should help them in developing good interpersonal relationships with a variety of individuals that they 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 their strengths as a listener by using them to gather information where others have had difficulty understanding the customer.

  • Make SAMPLE aware of their strengths as a listener so that they are consciously competent. may be an effective coach for those who need development in their listening style.

©2003-2019 Selection Testing Consultants International, Quality Profiles Ltd.
 
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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.


©2003-2019 Selection Testing Consultants International, Quality Profiles Ltd.
 
 ServicePOP™ (ID# H43NALH7SD14 for SAMPLE SAMPLE on September 3, 2019)Page 13 

SUMMARY OF SCORES

EPSELF-MANAGEMENT
61
 VERY PROACTIVE RESPONSIVE
MPMOTIVATIONAL PROFILE
6
 CHALLENGE ORIENTEDCHALLENGE/SERVICERELAXED/DEPENDABLE
IPTEAM ORIENTATION
-3
 VERY INDEPENDENTINDEPENDENCE ORIENTEDTEAM ORIENTED   VERY TEAM ORIENTED
CWCCOMFORT WITH CONFLICT
32
 COMFORTABLE WITH CONFLICTAVERAGEAVOIDS CONFLICT
POPEOPLE ORIENTATION
31
 VERY SOCIABLE BUILDS RELATIONSHIPS SLOWLY
AOANALYTICAL ORIENTATION
-3
 ANALYTICAL/SYSTEMATIC LEARNS THE ESSENTIALS
EQEMOTIONAL QUOTIENT
86
 HIGH EMOTIONAL AWARENESS RELIANCE ON NON-EMOTIONAL INFORMATION
ATTITUDES/OPINIONS
      61      80      67      50      38
      SD      LM      NSP      LS      UC
Exploration
Guidelines
84 -3 61 86
BL AP PS EQ
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Responses from Attitude/Opinions Section

1=Don't Agree At All2=Agree A Little3=Somewhat Agree4=Moderately Agree5=Definitely Agree

1.  Effort gets results (5)
2.  I thrive under pressure (5)
3.  I rarely interrupt others while they are speaking (5)
4.  I often discuss my career with friends (4)
5.  I am often influenced by others (3)
6.  I would have difficulty integrating a demanding career into my lifestyle (1)
7.  I have never told a lie (2)
8.  I would not like to be a sales person (1)
9.  Most mistakes can be avoided (4)
10.  I am comfortable with changes in technology (5)
11.  I like to hear people fully explain their point of view (4)
12.  I avoid actions that might make people dislike me (1)
13.  People's good qualities are seldom recognized (2)
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 (2)
17.  I am good at most things that I try to do (4)
18.  I stay focused on my priorities (4)
19.  After listening to an interesting anecdote, I like to describe a similar situation involving me (4)
20.  Sales people have a positive public image (4)
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 (4)
24.  I am comfortable when people do not agree with me (2)
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 (5)
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 (1)
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 (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 (1)
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 (3)
50.  Stress improves my performance (5)
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 (5)
53.  Hard work does not always get results (1)
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 (4)
61.  I am distracted easily (1)
62.  Professional demands often interfere with my lifestyle (1)
63.  People take too long to get to the point (1)
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 (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 (2)
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 (4)
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 (5)
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 (5)
80.  To perform up to my potential, I must have total belief in my job (4)
81.  I take time to reflect on my accomplishments (4)
82.  I enjoy pressure on the job (4)
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 (4)
85.  I let the organization define my training needs (1)
86.  People do not understand the pressures of my job (1)
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 (1)
92.  To be a successful salesperson, it is necessary to get potential buyers to like me (1)
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)
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