Purpose: This assessment helps you identify people who are comfortable working with customers either face-to-face or on the phone, capable of handling a lot of detailed tasks, who can stay calm under pressure, find answers to problems by figuring out things out on their own, work in a team-oriented atmosphere, coordinate with various people / departments in your company to solve customer needs, and put forth a lot of effort to deal with multiple demands.
Who Is It For: Customer Service / Account Managers
About the Test: This test consists of two parts (1) a 145 question personality inventory, (2) a 44 item test of general cognitive aptitude with about equal number questions for verbal reasoning, numerical reasoning, and abstract reasoning. It probably takes about 60-90 minutes to complete it although this will vary from person to person because it is untimed.
What the Report Gives You: Graphical display of scores, narrative interpretation of aptitude results, list of strengths and developmental concerns, and suggested interview questions.
Testing Process: Online testing provides immediate reporting. Proctoring is desirable but not required.
Options: Contact us to learn how we can customize the test content or the way information is presented in the report to meet your specifications. We can also help you validate an assessment for your workforce or establish company-specific scoring.
Validity Information: Available upon request.
Undesirable Behaviors
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Test Content
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Desirable Behaviors
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Slow to learn, needs simple tasks
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General Mental Ability
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Quick learner, handles complex problem solving well
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Argumentative, sarcastic
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Agreeableness
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Pleasant, nice, slow to anger
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Easily led, accommodating, timid
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Closing Ability
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Persuasive, influential, controls conversation
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Unreliable, careless about responding to requests
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Conscientiousness
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Lives up to promises, reliable
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Not very service minded
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Customer Service
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Very helpful with customers
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Does not like detailed tasks
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Detail-Mindedness
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Enjoys detailed tasks
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Overreacts to stress, gets upset easily
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Emotional Resilience
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Calm, level-headed, handles stress well
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Not tuned in to other people’s feelings, doesn’t bond well with “feeler” types
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Empathy
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Relates well to people’s feelings, interpersonally sensitive
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Direct, politically insensitive
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Impression Management
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Precise, polite, diplomatic
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Bends rules for own benefit
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Integrity
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Strong moral values
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Lacks enthusiasm, may give up easily
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Optimism
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Cheerful, “can-do” attitude
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Professional, detached relationship with customers
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Relationship Sales
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Bonds well with customer, uses friendship to enhance sales
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Wants information given to them from someone else or a procedure manual
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Self-Directed Learning
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Figures things out on own
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Prefers to do things by him/herself
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Teamwork
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Willing to work cooperatively with others
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Does the minimum
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Work Drive
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Willing to go the extra mile
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