Customer Service Aptitude Profile (Customer Service AP) |  | |
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At a Glance | ||||||
Purpose: | Measures traits critical to success in customer service work, helping employers make better hiring, training, and placement decisions | |||||
Ages / Grade: | 14 years and up | |||||
Administration Time: | 20 minutes | |||||
Format: | Self-report inventory | |||||
Norms: | A complete profile of customer service strengths and weaknesses | |||||
This convenient questionnaire measures traits that are critical to success in customer service. | ||||||
Composed of 140 items and written at a sixth-grade reading level, the Customer Service AP can be completed by anyone over the age of 14. Applicants can take it online (on your PC) or on a paper-and-pencil answer sheet. You can score the test on your computer, or fax the applicant’s answer sheet to WPS for scoring. Either way, you’ll get an interpretive report that evaluates the applicant in terms of: | ||||||
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| Customer Service Strengths | |||||
Potential Strengths | ||||||
Areas That Need Development | ||||||
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This evaluation addresses the following characteristics: | ||||||
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| Sales Disposition | |||||
Initiative/Cold Calling | ||||||
Sales Closing | ||||||
Achievement | ||||||
Motivation | ||||||
Competitiveness | ||||||
Planning | ||||||
Initiative | ||||||
Teamwork | ||||||
Assertiveness | ||||||
Personal Diplomacy | ||||||
Extroversion | ||||||
Patience | ||||||
Cooperativeness | ||||||
Self-Confidence | ||||||
Relaxed Style | ||||||
Goal Orientation | ||||||
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Validity scales identify applicants who have an unusually positive or unusually negative style of self-presentation–and the scores of those applicants are automatically adjusted. In addition, the report includes recommendations for training and motivation. If you like, this section can be removed and shared with the individual who is being evaluated. | ||||||
While other tests attempt to tell you whether applicants can perform customer service work, the Customer Service AP tells you whether they can and will do so. It stresses motivation as well as aptitude, identifying individuals who are likely to follow through once they’ve got the job. | ||||||
You can use the Customer Service AP not only to make better hiring decisions, but also to find out why your current customer service representatives may not be working up to their potential | ||||||