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Why use diagnostic tools for customer facing teams?
Selecting the right people and knowing how to predict success is often a real challenge for
any organisation. Past achievement is not always transferable to a new role or new
organisation, so reducing the risk of selecting the right individual is essential. Additionally,
developing the potential of your existing team is equally as important as recruiting the right
people. Identifying the training needs and possible skills gaps in customer facing teams is
essential for sustainable results.
This guide is designed to help you identify the most widely used diagnostic tools, to
measure: skills, behaviour, attitude, competency, knowledge and preferences. Broadly
speaking there are three main options to choose:
1. Firstly you can opt to take a cohesive team approach – using 360° profiling. This is
useful in training and development discussions and can include feedback from customer’s
on the individuals performance.
2. Secondly you can opt for ability tests. The results identify an individuals level of
numerical or verbal aptitude and can be used for selection and development needs.
3. Finally the most widely used and recognised tool is the Occupational Personality
Questionnaire. The sales specific questionnaire is tailored to identify an individuals
behavioural preferences relating to customer facing roles. The OPQ also allows a number
of other reports to be generated, including: team types and leadership, emotional
intelligence, management competency and several other useful reports (see below for
further details).
NB- All the above can be used in conjunction with each other during selection process.
What is provided by Perceptions Coaching?
Option 1: 360° Profiling
Diagnostic Tool: Customer Contact Competency Inventory (CCCI)
Overview: The CCCI is a questionnaire which permits the individual and/or their manager
and other team members to assess their performance objectively against 16 competencies.
This allows for 360 degree profiling within appraisal, training and development contexts.
(Please note: the feedback/assessment can also include input from external clients).
Suitable for:
Business Development Executives, Sales Executives, Front Line Staff, Customer Services.
Competencies Measured
Option 2: Ability Tests
Diagnostic Tool: Customer Contact Aptitude Series (CCAS)
Overview: The Customer Contact Aptitude Series (CCAS) measures the core reasoning
abilities relating to jobs within sales and customer service. The tests cater for a wide ability
range and form part of the Customer Contact Portfolio.
What does it measure?
Verbal Evaluation (VCC3)
Measures the ability to understand and evaluate the logic of various written passages. The
evaluation includes a variety of topics relevant to positions within sales and customer
service. The time taken to complete the test is 30 minutes.
Numerical Evaluation (NCC4)
This test measures the ability to make correct decisions or inferences from numerical data.
The test is appropriate for any job involving analysis or decision-making based on
numerical facts, but the nature of the data presented makes the test particularly relevant
for sales and customer service work. The time taken to complete the test is 30 minutes.
Option 3: Personality Questionnaires
Diagnostic Tool: Customer Contact Styles Questionnaire (CCSQ)
Overview: The Customer Contact Styles Questionnaire (CCSQ) is a targeted version of the
OPQ which focuses on the behavioral characteristics that are most important in sales and
client-facing staff.
Suitable for:
Business Development Executives, Sales executives and front line client facing roles.
What does it measure?
The CCSQ targets the competencies required by sales and client-facing staff. It provides
valuable information on an individual's preferred behaviour on 16 personality
characteristics which underpin performance on key job competencies. The CCSQ
dimensions are grouped into three areas: relationship with people, thinking styles, and
emotions and control.
Benefits
The CCSQ is particularly well-suited to help deliver the following results:
• Identify best-fit individuals against job competencies
• Reduce turnover & improve staff retention
• Manage the transformation of Business Development Executive to a team leader
• Improve sales performance
In addition to the above report, for an additional charge, the following OPQ32 Reports can
be acquired for each individual:
OPQ32 Emotional Intelligence Report
A rich and powerful development application which helps us to see how well we understand
our own and others feelings and emotions and how well we manage our relationships with
others.
Managing Feelings:
The competencies to do with how individuals manage their thoughts, emotions and
feelings. There are two competency scores:
• Feelings and Emotions - describes how well they tend to handle their feelings about
themselves and others.
• Personal Insight - describes how well they understand relationships and patterns in
their own thoughts, feelings and actions.
Managing Relationships:
The competencies to do with how individuals manage their relationships with other people.
Again, there are two competency scores:
• Empathy - describes how well they appreciate the perspectives of other people and
the way others may feel about things and events.
• Social Ease - describes how well they are able to adapt their approach and style to
different work and social situations.
User Report
A combined profile chart and narrative report designed for the trained OPQ user, to give
an overview of the individual's likely way of behaving at work.
Manager's Report
Designed to be used as the basis for a written report for the untrained reader, this contains
the same narrative information as the OPQ User Report but without the profile chart and
with a more thorough introduction.
Management Competency Profile
A highly graphical report which outlines how an individual's typical way of behaving is likely
to impact on a range of key management competencies.
Team Types & Leadership Styles Profile
Profile charts based on Belbin's team types and Bass's leadership and reporting styles.
Team Types & Leadership Styles Report
Concise, graphical and narrative reports based on:
Belbin's team types, looking at the individual's preferred roles when working as part of a
team. Bass's leadership and reporting styles, looking at the candidate's preferred
leadership styles and likely style of behaving as a direct report to their manager.
Additional Information:
Perceptions Coaching is regulated by the British Psychological Society to carry out the
above assessments & holds a level B certificate for occupational testing.
For further details please call: 01206 562367 or e-mail: sales@perceptionscoaching.co.uk
Selecting the right people and knowing how to predict success is often a real challenge for
any organisation. Past achievement is not always transferable to a new role or new
organisation, so reducing the risk of selecting the right individual is essential. Additionally,
developing the potential of your existing team is equally as important as recruiting the right
people. Identifying the training needs and possible skills gaps in customer facing teams is
essential for sustainable results.
This guide is designed to help you identify the most widely used diagnostic tools, to
measure: skills, behaviour, attitude, competency, knowledge and preferences. Broadly
speaking there are three main options to choose:
1. Firstly you can opt to take a cohesive team approach – using 360° profiling. This is
useful in training and development discussions and can include feedback from customer’s
on the individuals performance.
2. Secondly you can opt for ability tests. The results identify an individuals level of
numerical or verbal aptitude and can be used for selection and development needs.
3. Finally the most widely used and recognised tool is the Occupational Personality
Questionnaire. The sales specific questionnaire is tailored to identify an individuals
behavioural preferences relating to customer facing roles. The OPQ also allows a number
of other reports to be generated, including: team types and leadership, emotional
intelligence, management competency and several other useful reports (see below for
further details).
NB- All the above can be used in conjunction with each other during selection process.
What is provided by Perceptions Coaching?
Option 1: 360° Profiling
Diagnostic Tool: Customer Contact Competency Inventory (CCCI)
Overview: The CCCI is a questionnaire which permits the individual and/or their manager
and other team members to assess their performance objectively against 16 competencies.
This allows for 360 degree profiling within appraisal, training and development contexts.
(Please note: the feedback/assessment can also include input from external clients).
Suitable for:
Business Development Executives, Sales Executives, Front Line Staff, Customer Services.
Competencies Measured
- People Focus: Relating to Clients; Convincing; Communicating orally; Communicating in
Writing; Team Working
- Information Handling: Fact Finding; Problem Solving; Business Awareness; Specialist
Knowledge
- Dependability: Quality Orientation; Organisation; Reliability
- Energy: Client Focus; Resilient; Results Driven; Using Initiative
Option 2: Ability Tests
Diagnostic Tool: Customer Contact Aptitude Series (CCAS)
Overview: The Customer Contact Aptitude Series (CCAS) measures the core reasoning
abilities relating to jobs within sales and customer service. The tests cater for a wide ability
range and form part of the Customer Contact Portfolio.
What does it measure?
Verbal Evaluation (VCC3)
Measures the ability to understand and evaluate the logic of various written passages. The
evaluation includes a variety of topics relevant to positions within sales and customer
service. The time taken to complete the test is 30 minutes.
Numerical Evaluation (NCC4)
This test measures the ability to make correct decisions or inferences from numerical data.
The test is appropriate for any job involving analysis or decision-making based on
numerical facts, but the nature of the data presented makes the test particularly relevant
for sales and customer service work. The time taken to complete the test is 30 minutes.
Option 3: Personality Questionnaires
Diagnostic Tool: Customer Contact Styles Questionnaire (CCSQ)
Overview: The Customer Contact Styles Questionnaire (CCSQ) is a targeted version of the
OPQ which focuses on the behavioral characteristics that are most important in sales and
client-facing staff.
Suitable for:
Business Development Executives, Sales executives and front line client facing roles.
What does it measure?
The CCSQ targets the competencies required by sales and client-facing staff. It provides
valuable information on an individual's preferred behaviour on 16 personality
characteristics which underpin performance on key job competencies. The CCSQ
dimensions are grouped into three areas: relationship with people, thinking styles, and
emotions and control.
Benefits
The CCSQ is particularly well-suited to help deliver the following results:
• Identify best-fit individuals against job competencies
• Reduce turnover & improve staff retention
• Manage the transformation of Business Development Executive to a team leader
• Improve sales performance
In addition to the above report, for an additional charge, the following OPQ32 Reports can
be acquired for each individual:
OPQ32 Emotional Intelligence Report
A rich and powerful development application which helps us to see how well we understand
our own and others feelings and emotions and how well we manage our relationships with
others.
Managing Feelings:
The competencies to do with how individuals manage their thoughts, emotions and
feelings. There are two competency scores:
• Feelings and Emotions - describes how well they tend to handle their feelings about
themselves and others.
• Personal Insight - describes how well they understand relationships and patterns in
their own thoughts, feelings and actions.
Managing Relationships:
The competencies to do with how individuals manage their relationships with other people.
Again, there are two competency scores:
• Empathy - describes how well they appreciate the perspectives of other people and
the way others may feel about things and events.
• Social Ease - describes how well they are able to adapt their approach and style to
different work and social situations.
User Report
A combined profile chart and narrative report designed for the trained OPQ user, to give
an overview of the individual's likely way of behaving at work.
Manager's Report
Designed to be used as the basis for a written report for the untrained reader, this contains
the same narrative information as the OPQ User Report but without the profile chart and
with a more thorough introduction.
Management Competency Profile
A highly graphical report which outlines how an individual's typical way of behaving is likely
to impact on a range of key management competencies.
Team Types & Leadership Styles Profile
Profile charts based on Belbin's team types and Bass's leadership and reporting styles.
Team Types & Leadership Styles Report
Concise, graphical and narrative reports based on:
Belbin's team types, looking at the individual's preferred roles when working as part of a
team. Bass's leadership and reporting styles, looking at the candidate's preferred
leadership styles and likely style of behaving as a direct report to their manager.
Additional Information:
Perceptions Coaching is regulated by the British Psychological Society to carry out the
above assessments & holds a level B certificate for occupational testing.
For further details please call: 01206 562367 or e-mail: sales@perceptionscoaching.co.uk
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