Customer service has become increasingly important as competition for customers and sales has reached new heights. Studies show that customer service is more effective than marketing, promotion, or advertising in enhancing a business' bottom line. A company that focuses on customer service will reap bountiful rewards in the form of
- Increased sales
- Increasing public image
- Survival in terms of competition
- Satisfied customers and greater job satisfaction for staff
- Repeat business and customer loyalty
According to a study by the American Management Association, patronage by loyal customers yields 65 percent of a typical company's revenue. The best way to ensure customer loyalty and increasing sales is by providing quality service.
For many years hiring sales and customer service representatives has been done on a personality basis. According to industrial psychologist, Gregory M. Lousig-Nont, Ph.D., this method doesn't work. "A person may have the personality of an airplane pilot but that doesn't mean they can fly a plane," he said. "In turn, a warm friendly personality doesn't mean a person has the ability to sell. Sales is a matter of skills .... period."
Assessment Analytics offers assessment tools that measure both Customer Service orientation and Sales Skills.
Service Orientation Assessment
The Service Orientation assessment is a biodata-based instrument that asks candidates to make judgments about their past behavior or experience in a variety of work and non-work related situations. Service orientation is defined as a pattern of behavior characterized by experiences and traits that relate to customer service aspects of job performance.
This assessment measures the following components:
- Reliability
- Responsiveness
- Empathy
- Communication
- Courtesy
- Competence
Time Recommended: 10 min. average
Number of Questions: 62
Question Format: Multiple rating
Sales Aptitude Test
The Sales Aptitude test category consists of two tests, the Sales Aptitude Call Center Sales test and the Sales Aptitude Professional Sales test. Both are designed to assess the candidate’s attitudes and skills related to situations frequently encountered by professional salespersons. The Sales Aptitude Call Center Sales test is designed to predict a candidate’s performance in a professional sales environment in which sales personnel receive inbound telephone calls or e-mails from customers or prospects. The Sales Aptitude Professional Sales test measures a candidate’s interpersonal competencies for sales positions in which sales personnel place outbound calls to customers or prospects.
This assessment measures the following components:
- Sales Personality
- Personal Qualities
- Interpersonal Qualities
- Sales Ability
- Sales Knowledge
- Making the Sale
Time Recommended: 28 min. time limit
Number of Questions: 40
Number of Forms Available: 2
(Call Center / Professional)
Question Format: Multiple rating
To request for a sample test report, email inquiry@assessmentanalytics.com
or fill out the form at the right.