Customer Service Rep:

What’s the most accurate predictor of a new Customer Service Rep candidate’s job potential? Many people think it’s an interview, one where they “get a read” on the recruit’s likelihood to fit into their organization.

Nothing could be further from the truth. The typical job interview – while the most widely used selection tool – is also one of the least successful in predicting outcomes. In most studies, interviews rank 5th in predicting performance, particularly with sales rep candidates like Account Mangers.

Used correctly, however, as part of a disciplined selection approach, an interview can be very telling. The first issue is FOCUS . . . make sure your interviews are guided by the success profile you’ve chosen for your sales rep position.

Customer Service Rep

Uses customer contact to build business
Maximizes results by partnering as a customer advocate
Willingness to serve all types of customers
Practical intelligence
Driven to produce by creating an enjoyable customer experience

Next, use a classic “coning approach” with questions to obtain the information needed to assess the candidate against specific profile elements. After the interview, individual assessment scores can be summarized, and a determination made as to how to move forward with your Customer Service Rep candidate.

View Skill 1 Interview questions below. This illustrates how the Customer Service Rep interview focuses on just one of the critical factors of the job. To request the complete Interview Guide, click on the link below the preview.

Preview of Customer Service Rep Interview Guide:

Skill 1: USES CUSTOMER CONTACT TO BUILD BUSINESS

Cone 1: Tell me about the account base in your previous position.

Note:______________________________________________________________________________________________________________

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Cone 2: What steps did you take to increase the customer base? Look For:

always seeking opportunities to uncover possible business contacts
constantly meeting people and networking
involvement in activities or organizations that would introduce him/her to prospects

Note:______________________________________________________________________________________________________________

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Cone 3: How would you rate your ability to expand your customer base and why? Look For:

makes networking a priority, not a time-filler during slow periods
persistent in his/her focus on expansion, even when he/she hits a wall; is not discouraged by rejection
comfortable with meeting people and trying to interest them in his/her product or service

Note:______________________________________________________________________________________________________________

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5 - Excellent - Always matched the points to look for.

3 - Average - Overlapped with at least half of the points to look for.

1 - Poor - Matched less than half of the points to look for.

0 - Unacceptable - Did not match any of the points to look for.

Rating to be transferred to Interview Evaluation Form __________________________

Customer Service Rep:

Sales Manager Test Profiles

Sample Test Reports

Sales Performance Resources