PRE-TRAINING SELF ASSESSMENT CUSTOMER SERVICE - (copy)

Please take a moment to answer the following Self-Assessment survey. This survey must be submitted by the end of day tomorrow Wednesday May 18th and your name and department must be provided. Your time and feedback is appreciated. Competency Level: 1= Needs Improvement; 5= Exceptional
Name: 


A red asterisk (*) indicates required questions.

  1. KNOWLEDGE COMPANY Knows policies, procedures, and selling philosophy of the Company as well as core business strategy and competitive advantage. *
    1 2 3 4 5


  1. MARKET AND INDUSTRY Knows market and industry data and trends and impact on customers. *
    1 2 3 4 5


  1. COMPETITION Has good understanding of competition, products and services including strengths and weaknesses. *
    1 2 3 4 5


  1. CUSTOMER Knows customer business and situation including performances issues and selling opportunities. *
    1 2 3 4 5


  1. INTERPERSONAL SKILLS Knows the importance and concepts of emotional intelligence and behavioural principles in developing and managing relationships. *
    1 2 3 4 5


  1. SKILLS ESTABLISHING SALES ROLE Able to get recognized by customers as a trusted advisor as part of a helping (collaborative) value-selling approach *
    1 2 3 4 5


  1. DEVELOPING A VALUE PROPOSITION Knows how to develop and articulate a powerful value proposition to generate interest and desire with prospects *
    1 2 3 4 5


  1. COMMUNICATION SKILLS Understands the importance of non-verbal communication and practices good verbal and written communication skills. Manages email and telephone contact well to support the sales process *
    1 2 3 4 5


  1. QUALIFYING Asks appropriate questions to qualify interest, value and prospect commitment as part of sales process *
    1 2 3 4 5


  1. DISCOVERING PROSPECT NEEDS Able to engage prospects and ask appropriate questions to uncover needs, interests, and selling opportunities *
    1 2 3 4 5


  1. VALUE SELLING Uses knowledge of own products, services, and Company strengths to collaborate with prospects, respond to needs and develop a strategy for maximizing customer value *
    1 2 3 4 5


  1. NEGOTIATING CONFLICT AND BARRIERS Understands the nature of conflict in selling and is able to confidently negotiate resistance and objections (including price) to enhance relationships and improve customer retention *
    1 2 3 4 5


  1. ATTITUDE RESPONSIBILITY Shows accountability for sales results and leadership in solving sales related challenges *
    1 2 3 4 5


  1. INTEGRITY Consistently displays an ethical approach to dealing with management, customers, and peers *
    1 2 3 4 5


  1. DISCIPLINE Able to maintain a disciplined focus on the sales process and achieving results *
    1 2 3 4 5


  1. COURAGE Is willing and able to step outside comfort zone, confront stressful situations, and resolve conflict to maximize sales performance *
    1 2 3 4 5


  1. SELF ESTEEM Maintains a healthy self-respect and esteem as a foundation for productive relationships with others *
    1 2 3 4 5


  1. CUSTOMER ORIENTATION Recognizes that a focus on customer satisfaction is the foundation for success in sales, customer retention, and business long term sustainability *
    1 2 3 4 5


  1. ENTHUSIASM Brings a genuine passion for work and a positive attitude to the sales process – even when facing adversity *
    1 2 3 4 5


  1. HUMILITY Manages ego in favour of service to customers and fair sharing of success *
    1 2 3 4 5


  1. Please indicate training and support needs and next steps for improvement*




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