REPeValuator (selecting customer contact employees via the ... - IPAC

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Developmental Research ■ ■ ■ ■ ■ Site visits to existing clients interviewed managers and observed/interviewed e-repse Reviewed e-mails e from those companies to determine types of requests received Incorporated past work on telephone-based <strong>customer</strong> service & sales positions Identified required competencies Identified typical situations Assessment Solutions Incorporated
Required Competencies ■ ■ ■ ■ ■ Service Orientation (using pleasantries, expressing empathy, expressing commitment, offering additional service) Information Provision (addressing issues, providing alternatives, tailoring, providing thorough information, explaining actions) Communication (positive tone, concise, use of appropriate grammar and sentence structure, well organized communications) Keyboarding Skills (accuracy, speed) Sales Orientation (identifying opportunities, tailoring recommendations) Assessment Solutions Incorporated
Page 1 and 2: IPMAAC Computerized and Web-based b
Page 3 and 4: What is the REPeValuator ■ ■
Page 5: REPeValuator Elements ■ ■ ■
Page 9 and 10: Development of Contact Scenarios
Page 11 and 12: Finalizing Test Content ■ ■ ■
Page 13 and 14: Current Clients ■ ■ Currently u

REPeValuator (selecting customer contact employees via the ... - IPAC

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