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WILLINGNESS TO SERVE ALL TYPES OF CUSTOMERS
Shows and fosters respect and appreciation for a variety of backgrounds, cultures, values, and perspectives; seeks to understand the views of others; is comfortable accepting the fact that others may not share his personal values; prefers to cooperate in working on mutual goals rather than judge or criticize those who see things differently
HIGHS
- Tolerant of individual views, opinions, and attitudes
- Tends to accept people at face value without filtering their words or actions through personal biases
- Can embrace his own personal values without imposing them on others
- Tries to find common ground with others rather than focus on dissimilarities
LOWS
- Imposes on others the same standards by which he judges himself
- Tends to respond more favorably to those individuals who share his views, background, or values
- Can become locked into his own viewpoint and resistant to efforts to change or alter his opinion
- Can fail to distinguish how people differ from each other; sees only that they differ from him
- May attempt to change others to fit his image
USES CUSTOMER CONTACT TO BUILD BUSINESS
Establishes and implements a customer contact process that maximizes opportunities to increase business; commits to telephone contact at the level of frequency needed to sustain customer interest and promote additional product or service opportunities; is comfortable taking the lead in a customer contact and maintaining a high profile role that gets the customer’s attention
HIGHS
- Takes the initiative in a customer contact process to identify and follow through on opportunities for additional business
- Maximizes time spent expanding business opportunities by making customer contact a priority over more administrative or noncontact activities
- Keeps a high profile that gives him a natural entry into opportunities to satisfy customer requirements
- Is comfortable taking charge of the contact and leading customers through the steps to a purchase decision
LOWS
- Prefers to respond to customer requests about additional products or services than to actively solicit new or increased business from them
- May lack persistence in sustaining a customer contact process if noncontact activities are more appealing or more pressing
- May be timid about taking the lead in customer contacts with the intent to interest them in additional product or service offerings
- Counts on a standard process being in place to identify new business opportunities with the customer base
MAXIMIZES RESULTS BY PARTNERING AS A CUSTOMER ADVOCATE
Consistently achieves above-average results by understanding the customer’s business, empathizing with their problems and setting a plan to meet their needs; tirelessly focuses on building strong relationships with customers by acting on their behalf to work the seller’s internal systems to meet their requirements; sees partnering with customers as the efficient method to reach personal career goals
HIGHS
- Is driven to achieve or exceed targeted results and uses sales as a means to get there; hungry to be a top producer
- Holds results achievement to a high personal standard
- Believes in taking personal responsibility for the level of success achieved
- Is unwilling to have his goal achievement derailed by internal politics or bureaucratic procedures
- Promotes a sense of partnering with customers
- Takes the first step to establish a trusting relationship that assures customers of his commitment
- Is genuinely interested in understanding customer needs and works the company’s internal systems to satisfy those needs
- Collaborates with a network of support resources to satisfy customer requirements
LOWS
- May adopt a casual or relaxed approach that fails to project personal dedication to achieving or surpassing sales targets
- Can be content with marginal success or lowers goals to reach a level of success that is easier to accomplish
- May not sustain the intensity needed to consistently meet or exceed sales objectives
- Wants to be successful on his own terms without tying his efforts or results to effectively fulfilling customer requirements
- Achieves results that will support his career progression more so than strengthen his partnerships with customers
- Can be impersonal or detached in his approach to the sales process, minimizing the opportunity to build a customer alliance
DRIVEN TO PRODUCE BY CREATING AN ENJOYABLE CUSTOMER EXPERIENCE
Maintains a positive mental attitude and uses enthusiasm and genuine concern to encourage customers to buy; attempts to make each call an enjoyable experience for the contact; builds long-term relationships which foster repeat business
HIGHS
- Genuinely positive and upbeat in his attitude
- Looks for the best in others and does not expect to find a hidden agenda
- Focuses externally on how he can help others rather than focus on himself
- Enjoys working with other people and tries to make the interaction pleasing or gratifying to them
- Presents an enthusiastic and agreeable attitude that draws a positive response from others
- Communicates openly and easily with people
LOWS
- Tends to let obstacles or barriers dictate his mood
- Becomes frustrated or discouraged when things do not work out as planned
- Skepticism and wariness in sizing people up may result in selective or limited interaction
- Tends to prefer the more solitary aspects of his work
- Can leave people with a neutral reaction to what tends to be a rather functional contact
DIRECTS AND CONTROLS OTHERS IN A BUSINESS UNIT
Possesses a span of control that allows direct access to all of the key staff people in the group or organization; practices a hands-on, face-to-face coaching style and seeks personal involvement in day-to-day tasks; utilizes a walk-around style to follow up and ensure that delegated tasks are effectively completed
HIGHS
- Provides full and complete information in making assignments, including timelines and results expectations
- Ensures that subordinates understand the measurements that monitor progress toward goals and results
- Consistently follows up to track results and understands the need for occasional repetition or reinforcement of guidelines
- Does not abdicate in delegation, but stays personally involved, using first-hand knowledge of the steps for achieving the goal to coach less experienced individuals
- Broadens his control by giving subordinates a chance to develop their skills and contribute to the organization, but remains a presence so that deviations from the goal can be quickly identified
LOWS
- Gives insufficient information or explanation when assigning tasks
- Does not expect to repeat himself or find it necessary to restate objectives or performance criteria
- Assumes subordinates can do what he can do without intervention, and experiences frustration when results do not meet expectations
- Prefers to direct others through more formal processes and expects them to perform as agreed without reminding or coaching
- Resists personal involvement in monitoring or assisting with subordinate efforts and results, expecting them to be self-motivated and self-directed
- Assigns tasks but abdicates responsibility
TEACHING IN A STRUCTURED SETTING
Demonstrates a commitment to the continuous education and training of others as a means of increasing their overall competency and productivity; prepares more structured sessions to cover the most critical areas of learning for the audience; stays on top of information needed by colleagues and customers in an effort to serve as a resource; takes responsibility for motivating others to learn and retain key information; reinforces what is being taught through periodic repetition; regularly assesses individual and group competencies and routinely addresses them by adjusting his training
HIGHS
- Prepares scheduled and consistent programs to train or educate others
- Establishes measurable criteria for assessing progress in the learning process
- Demonstrates patience and a willingness to repeat or reinforce ideas and information until the audience understands
- Focuses training sessions on those competencies that will make a difference in the group’s ultimate effectiveness
- Concentrates more on the results produced or change accomplished through his training than with how attractive or entertaining the training can be
LOWS
- Prefers one-on-one training or a more loosely organized curriculum to the structured requirements of a scheduled class session
- Expects the people he is training to be self-motivated to learn and becomes impatient when required to repeat or reinforce information he has already covered
- Does not implement a tracking process for assessing the effectiveness of his teaching efforts or the progress of his trainees
- Enjoys working on content delivery and may be more concerned with the audience’s assessment of his public speaking skills than with the subject matter
- Tries to make the training entertaining at the expense of providing only relevant information
PRACTICAL INTELLIGENCE
Absorbs new information quickly and is comfortable dealing with abstract concepts and relationships; relates new information to previously acquired knowledge to expand and refine his frame of reference; enjoys learning and expanding the breadth and depth of his understanding on a variety of subjects
HIGHS
- Enjoys learning and broadening his depth of learning and insight in a wide array of topics
- Absorbs, stores and recalls new information quickly
- Deals comfortably with abstract concepts and relationships
- Pursues academic, theoretical or research-based information
LOWS
- Needs repetition to process new information and requires additional time to integrate it into his repertoire
- Prefers concrete tasks
- Learns best through one-on-one instruction and improves his base skill level through experience and hard work
- Uses practice opportunities or trial runs to become completely knowledgeable of and comfortable with methods or techniques he needs to use
 
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