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. 

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.

What It’s Best Used For

• Hiring Blended Sales and Support Staff: Screening volume applicants or existing employees for positions like telesales representatives, outbound sales agents, telemarketers, and contact center reps.
• Evaluating Persuasion and Pitching: Testing a candidate’s natural ability to recommend product upgrades, introduce new services, and apply strategies to change a buyer’s mind.
• Unproctored Remote Recruitment: Administering secure pre-employment evaluations seamlessly to remote or work-from-home candidates, as the framework is optimized for unproctored web environments.
• Measuring Mental Resilience: Identifying individuals who can stay positive when facing daily difficulties, manage customer friction, and cope well with frequent setbacks and professional criticism.
• Protecting Training Investments: Pinpointing high-potential hires who learn quickly and analyze data accurately before dedicating significant company onboarding resources to them.

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.