Overall Results (score 58)

Deb has the potential to do well selling in telemarketing, but she has a few obstacles to overcome before fitting comfortably into the role. She needs to start taking the steps necessary to further improve on the skills and traits outlined in this test. If she is willing to put in the effort to do so, her chances of success will improve as well. She has it in her.

People Skills (score 58)

While Deb's people skills are adequate, this may not be good enough in a job where she will deal with customers on a daily basis. She may occasionally struggle to get through to others, which could result in lost sales. It is clear that she has some people skills, and is not totally at a loss on how to deal with others - but there is room to grow. People skills can be improved with knowledge and practice if she is willing to put the effort into doing so. Review the results below for more details on the areas that need further development.

Listening Skills (score 21)

Deb's listening skills are not up to par. One of the most important steps in the sales process is to uncover her potential customer's needs. This will be a struggle for her if she does more talking than listening (or engaging in any other behavior that prevents her from actively attending to someone). Customers are more likely to trust salespeople who have the time and patience to listen to them. Without strong skills in this area, people may be less inclined to do business with her. It is highly recommended that Deb take the steps to improve her listening skills.

Friendliness/Pleasantness (score 72)

Deb is usually pleasant with others. Like most people, she may struggle to remain friendly and pleasant when she is having a bad day or is dealing with a particularly difficult customer, but she tries her hardest. Her demeanor could have a significant impact on her chances of making a sale. She should strive to continue to be accommodating and genuinely warm, and she may find that clients are more open to what she has to offer.

Social Insight (score 85)

Deb is likely to be quite good at picking up social cues from others. Reading customers, especially when on the phone, is a difficult but important process. Her social insight will help her identify the best way to approach a client and adjust her sales pitch accordingly. This involves listening attentively, placing herself in the other person's shoes and viewing things from his or her perspective.

Helpfulness (score 64)

Deb is generally a helpful person, but could likely strive to be even more so. Overall, she usually puts in the necessary effort to fulfill the needs of others. Being helpful is a necessary quality in sales. Helping a customer find a service/product that will fulfill his or her needs not only facilitates the building of a relationship with that person, but it also keeps loyal customers coming back.

Social Skills (score 75)

Deb's social skills are fairly good. People likely feel comfortable interacting with her because she generally knows what it takes to put them at ease. This will make building trust, which is an essential part of the sales process, easier for her. Professionally, people with good social skills are more likely to deal well with clients. It is advisable, given that her score isn't in the highest range, that Deb strive to brush up on these skills even more.

Communication Skills (score 72)

Deb's communication skills are reasonably good. She is usually capable of sending a clear message across to others and are generally aware of what the communication process entails. Communication plays a significant role in the sales field. She needs to be able to communicate effectively with others, regardless if she is given a sales script to read from - customers will often ask questions about her product/service, and she will need to be able to answer these queries clearly and effectively. This will likely be easy for her, although she may want to consider working on perfecting her skills in this area.

Assertiveness (score 56)

Deb's responses indicate that she is likely to be relatively comfortable asserting herself, but may occasionally hesitate to do so. In the sales field, she will be required to assert herself consistently. Disagreement and rejection are common responses from potential clients, but Deb must not allow this to deter or dissuade her from moving forward. Experts in the sales field have mentioned time and again that those who assert themselves are more likely to get a sale than their less assertive counterparts. Even if there are times when Deb is able to assert herself, it seems that she could definitely profit from improving this skill. She may want to consider obtaining some assertiveness training.

Conflict Resolution Skills (score 29)

Deb will likely face irate customers on a daily basis, which makes the ability to resolve conflict essential. Unfortunately, her conflict resolution skills are not up to par. She may often let her emotions get the best of her, or opt for the easiest solution (defending herself, hanging up) rather than the most mutually-beneficial solution. Deb needs to learn more about common arguments and responses from customers, and how to deal with them effectively.

Patience (score 50)

When faced with difficult or stressful situations, Deb does at times struggle to maintain her composure. She may not lose control of her emotions immediately (or all the time), but she may do so if a stressful situation or annoying person persists. It would be good for her to work on her stress management and emotional regulation techniques, as losing control of her emotions, even rarely, can be seen as highly unprofessional. Being patient is often easier said than done, but it can improve with practice.

Mental/Emotional Toughness (score 62)

Selling, particularly over the phone, is a challenge, and one that requires exceptional mental toughness. It is not uncommon for individuals in sales to be treated poorly by customers, to have to handle many calls in a short period, and to be required to achieve difficult goals every day. Based on her score on this scale, dealing with these types of stressors may not be easy for Deb, but she seems reasonably capable of coping. With time and experience, she would likely be able to adapt more effectively.

Performance under pressure (score 89)

Deb seems to be quite capable of coping with a lot of pressure. She may be someone who can use stress to her advantage: as a source of motivation or as a means to energize her. Pressure from management to sell, sell, sell, little task variety, and having her calls monitored (among other pressures) are the realities of this type of job - realities that she is able to accept.

Thick-skinned (score 44)

Although Deb tries not to take things too personally, disapproval or rudeness from customers will sometimes be difficult for her to swallow. While not all customers will be discourteous, she will encounter her fair share and it won't necessarily be her fault. Some people simply do not view salespeople in a very positive light. She will need to strive as much as possible to be objective and poised during sales calls.

Perseverance (score 55)

Deb's level of determination is moderately strong, which means that she can still further develop this trait. Obtaining a sale won't always be a smooth and easy process, so she really needs to dig deep to find that motivation to keep going. She may be able to do this on some occasions, but her first instinct may not always be to keep trying. She has that drive in her - she needs to learn to tap into it more.

Efficiency (score 67)

Deb seems to possess the skills that can help her work efficiently, but will need improvement in perhaps one or two areas. Overall, she will be reasonably capable of making sales and completing calls in a timely and competent manner. The amount of time she can spend on a call will likely be limited, so improving her level of efficiency even further wouldn't hurt. Refer to the results below for information on any areas that require further development.

Time Management (score 69)

Deb's responses indicate that she is fairly skilled at managing her time effectively. She likely uses some strategies to help her save time and work more productively. There is still, however, a little room for improvement. Time management skills play an important role during sales presentations; when she manages her time effectively, Deb won't have to rush through her sales pitch. In addition, the more time she has available, the more of it she can spend on more sales calls, which can really boost her productivity.

Organization Skills (score 96)

During sales calls, Deb will need to handle several tasks at the same time, such as having a conversation while entering data in a software program. She not only has a knack for getting organized, but she is also able to keep it up as well.

Meticulousness (score 83)

Deb has a knack for being detail-oriented. When it comes to selling a product/service effectively, she needs to know her stuff, inside out. When a client asks a question about what she offers, very few people will allow her to get away with a brief answer or a "refer to the manual/FAQs" response. Even entering information about her client into a software program requires careful work, as a slight mistake can have serious repercussions. This is where her meticulousness is an asset.

Independence (score 21)

While particularly difficult customers can sometimes be transferred to a manager, Deb will not be able to ask her manager for advice on every client - for the most part, she will be expected to deal with customers completely on her own, and she is not entirely comfortable with this type of independence. She can, with time and experience, get used to this aspect of the job. It could be a struggle at the beginning to deal with customers without help, but as she learns the ropes, the process is likely to become easier.

Cognitive Skills (score 41)

The cognitive aspect of this assessment evaluates verbal/reading comprehension and the ability to think quickly. Deb performed reasonably well in this area, but her score indicates that she has room for improvement. The importance of each of these abilities and the extent to which she will use them could vary. Review her results below to better understand in which areas you struggled, and seek out courses or training in that area.

Verbal/Reading Comprehension Skills (score 30)

Deb appears to have had some difficulty on the verbal exercises on the test. This could put her at a disadvantage because the written word is key to understanding the world around us. As a salesperson, she will need to be able to read and understand product documentation and customer data, as well as be able to express herself effectively. While there is a possibility that she simply struggled with the particular exercises on this assessment, seeking help with her literacy skills would still be worth the effort.

Quick Thinking (score 51)

Being well prepared and having a solid sales strategy are important steps in the sales process. However, there are some occasions when even the best laid-out approaches do not work for all customers. This is where the ability to think quickly is an asset. No two customers will be the same, and each may ask questions or raise objections that Deb has never encountered before. She needs to be able to think on her feet and come up with a counter-solution or offer - and based on her self-report responses, this is an area where she may sometimes struggle. It's likely that when she really knows her stuff, she is a little quicker on her feet, but if she is in unfamiliar territory or a question really comes out of left field, she may prefer to think things through before taking action. Regrettably, this may not always be an option available to her. Fortunately, this is another one of those skills that can be improved with time and experience.

Resourcefulness (score 67)

Deb's results indicate that she is fairly resourceful, but could improve further. Overall, when confronted with difficulties or challenges, she will likely manage to find a way to overcome them. Problem-solving, computer-savvy and trainability are the three areas that constitute resourcefulness on this assessment. Refer to the results below to learn if there are any areas where further development would be useful.

Problem-solving (score 55)

Deb has some problem-solving skill, but this is not yet one her top strengths. She may not always be using creative ways to solve problems, or is simply not completely at ease with handling the common problems encountered in telemarketing jobs. Sometimes, she will need to learn through experience how to deal with certain customers, but part of the problem-solving process also involves researching in order to come up with novel ways to approach an issue. Deb needs to continue to learn more about effective problem-solving strategies.

Computer Savvy (score 84)

Deb seems to be very computer-savvy, and has more than basic computer knowledge. She will likely need to receive some training on how to use the company's personal software, but being computer-literate already is an asset. If she doesn't already have training and courses using customer relationship management software (CRM), it could prove to be an asset as well.

Trainability (score 63)

Most customer service/sales representatives are expected to upgrade their training regularly. Regulations, services, and products are continually changing. Deb is someone who is generally interested in learning new things, although she may hesitate on occasion. Even if she finds work in a company that didn't require frequent training updates, when she begins work in a new position in this field, she will need training on how to use the software, what their products/services entail, and the benefits they offer. This is not a major concern for Deb, but she might want to try to be more enthusiastic about it.

Selling Skills (score 53)

Deb possesses basic selling skills, but they need to be developed further. Some of these skills can be improved with training and experience, but she needs to be able to find a sales approach that works for her and fits her personality. Although she may have other strengths that could compensate for limitations in this area (people skills, assertiveness, social insight), she should consider whether there are any specific factors covered below that she could potentially improve upon.

Persuasiveness/Negotiation (score 81)

Deb likely won't have much difficulty convincing clients of the viability and dependability of their products or services - she seems to have a real knack for persuading others. Although successful salespeople use many different techniques to garner the interest of potential customers, they have to be able to convince clients of the viability and dependability of their products or services. Persuasion does not require deception; it means being sure of oneself and building a strong and credible argument that not only proves the worth of what one is selling, but is also the first stepping stone to creating a trusting rapport with potential customers. This is where Deb excels.

Presentation Skills (score 27)

Deb's knowledge of the presentation aspect of sales is rather limited. This is one of the most flexible steps in the process - even if she is given a script to work from, she can mold the presentation of it according to a style that fits her personality and meets the needs and preferences of the client. The presentation aspect of sales is the key to developing a rapport with clients. Deb will require a fair amount of training in this area.

Countering Objections (score 64)

Deb shouldn't have too much difficulty dealing with and responding to client objections. If a prospect presents an argument against purchasing her product/service, Deb will likely be able to find a way to resolve the issue. Although learning to resolve client objections takes time and experience, preparing herself ahead of time for potential arguments a client may put forward would probably help improve even more in this area.

Closing a Sale (score 39)

Deb appears to have problems related to the closing part of the sales process. She has trouble getting the client to say 'YES' to her products or services. Closing is defined as the process of helping people make a decision that will benefit them. While this goes hand-in-hand with resolving objections, she needs to have developed the level of trust that makes clients feel as though she has their best interest in mind. Deb is generally unfamiliar with how to finalize a sale. Closing requires a lot of skill and confidence, because a salesperson must ensure that all the customer's needs and doubts are addressed. She will require a fair amount of training in this area.

Impression Management (score 20)

This scale assesses the degree to which results on this test are distorted or manipulated. Many people will try to present themselves in a better light, especially if the stakes are high.

Test-taker answers are compared to responses obtained from a large sample of the general population. When someone systematically selects socially desirable responses that are rarely endorsed by others, there is good reason to believe that a positive self-presentation bias is at play. A score that is suspiciously high may indicate that a person is lying, which may invalidate that whole test.

There was little or no indication in Deb's results to suggest that she was lying or trying to present herself in a favorable light.