Contact Center 8.0 – Sales & Service

The Sales & Service 8.0 Job Focused Assessment is designed for contact center roles that involve sales or sales-related behaviors such as recommending products or services and retaining customers.  Before you invest the time and money to train a new employee, test your applicants for skills like:

• Interacting with customers on the phone to sell a product/service;
• Adding new or upgraded products or services;
• Extending promotional or retention offers;

This test provides the answers you need to make informed hiring and promotion decisions.

Want more information about this test?  Get it now.  Please REQUEST MORE INFO and we’ll reply promptly.

Not the perfect fit?  No problem.  We have many similar tests to choose from.  See alternatives in the CUSTOMER SERVICE category section of our site.

The Sales & Service 8.0 Job Focused Assessment is designed for contact center roles that involve sales or sales-related behaviors such as recommending products or services and retaining customers.

Sample tasks for these jobs include:

• Interacting with customers on the phone to sell a product/service;
• Adding new or upgraded products or services;
• Extending promotional or retention offers;
• Responding appropriately to customer objections; and
• Reviewing account details and standard policies to assist customers;

Potential job titles that use this JFA include:

• Telesales representative,
• Outbound sales representative,
• Telemarketer, and
• Contact center representative.

Job Levels: Entry Level
Language: English (USA), German, Portuguese (Brazil), English International, Latin American Spanish, French (Canada), French,
Average Testing Time: 31 minutes
Number of Sittings: One
Designed for Unproctored Environment: Yes
Question Format: Multimedia, Forced-Choice

This JFA includes the Customer Contact Simulations Customer Service Mobile-friendly Multimedia Situational Judgment Test.  The MMSJT includes scenarios that allow the expression of sales-related behaviors, such as responding to customer objections, or noting the benefits of an offer or course of action.  The MMSJT is not offered as a standalone assessment; as part of the JFA, the MMSJT is paired with a behavioral assessment that covers additional customer service competencies.

Knowledge, Skills, Abilities and Competencies Measured 

Service Orientation: Engages in behaviors such as taking ownership of customer issues, advocating for the customer, and engaging the customer using appropriate tone, positive language, sensitivity, and respect.

Issue Resolution: Engages in behaviors that guide the customer toward issue resolution. This includes identifying customer needs, educating the customer, offering mutually acceptable solutions, ensuring issue resolution, and anticipating future issues.

Understands Others: Observes and analyzes behavior to understand others’ reactions and perspectives.

Listens Attentively: Listens patiently and attentively.

Acts Ethically: Upholds certain behavioral standards regardless of external pressure or competing agendas.

Creates a Positive Impression: Manages own behavior to create a positive impression.

Analyzes Information: Identifies key factors and integrates information to understand data or situations.

Learns Quickly: Picks up new information and techniques easily.

Works to High Quality Standards: Completes every task with a high degree of quality.

Adapts to Cultural Differences: Is interested in and relates well with people from different cultures.

Adapts Interpersonal Style: Adjusts their approach and behavior to deal more effectively with others.

Persuades Others: Considers, adapts and applies different strategies in order to convince others to change their opinion or behavior.

Copes with Setbacks and Criticism: Stays positive when facing difficulties and does not dwell on negative events.