IDENTITY - SE

Mary Ann Peluso

eTicket Number:  796520805166445761

04/23/04 16:02 EST 8 minutes

Percentile

Grade

Overall Performance

 73

Above Average

Performance Area

Percentile

Grade

HELPING DISPOSITION

46

Average

TEAM PLAYER

72

Above Average

RELIABILITY

86

High

STRESS MANAGEMENT

89

High

Candidness

The candidate displayed a High level of candidness when answering questions in this test.                             

Description

Now that many businesses are able to provide the same quality products at competitive prices, customer service has become one of the key factors in determining the success or failure of today's organizations. Given the importance placed on customer service, organizations need to make sure they hire service-oriented employees.

The overall service score is a general indicator of the individual's ability to engage in service-oriented behaviors as defined by the scales in this assessment. For more detailed insights, please review the individual results for each scale.

Score

Percentile: 73. This candidate scored higher than 73% of other candidates. (Above Average performance)

This individual's overall service score suggests that he/she is likely to possess the service orientation needed to provide good service to customers and co-workers. Most people in the study sample scored lower on this overall service score than this individual.

Score

Percentile: 46. This candidate scored higher than 46% of other candidates. (Average performance)

Description

Helping Disposition measures the degree to which an individual is friendly and is likely to go out of his/her way to assist or help customers and/or co-workers. This characteristic is important for most, if not all, jobs.

This individual's helping disposition score is within the average range. While some individuals that score in this range are likely to be friendly and enjoy helping customers and/or co-workers, others, at times, may show less help-oriented behavior. More in-depth interviewing and reference checks focusing on this individual's willingness to help or offer service to others may be a good idea if this characteristic is important for job success.

Score

Percentile: 72. This candidate scored higher than 72% of other candidates. (Above Average performance)

Description

Team Player measures the degree to which the individual is likely to cooperate in all aspects of his/her work relationships, including working in harmony with others to achieve a common goal. This characteristic is important for jobs requiring interaction and cooperation among co-workers.

This individual's team-player score suggests that he/she is likely to cooperate in his/her work relationships, including working in harmony with others to achieve a common goal. Most people in the study sample scored lower on this team-player score than this individual.                        top of page

Score

Percentile: 86. This candidate scored higher than 86% of other candidates. (High performance)

Description

Reliability measures the degree to which the individual is likely to be dependable, hardworking, and conscientious about the quality of his/her work. This characteristic is appropriate for all jobs.

This individual's reliability score is superior to that of most other people in the study sample. It is very likely that this individual is dependable, hardworking, and conscientious about the quality of his/her work. This is definitely an area of strength for this individual.

Score

Percentile: 89. This candidate scored higher than 89% of other candidates. (High performance)

Description

Stress Management measures the degree to which this individual is likely to demonstrate patience and stress tolerance during times of conflict with customers and co-workers and in other stressful work-related situations. This characteristic is appropriate for jobs requiring interactions with customers and multi-tasking and for positions in fast-paced organizations.

This individual's stress-management score is superior to that of most other people in the study sample. This individual is likely to demonstrate patience and stress tolerance during times of conflict with customers and co-workers and in other stressful work-related situations. This is definitely an area of strength for this individual.

Score

High

Description

Candidness measures the degree to which the individual is likely to be honest in his/her responses and is therefore not trying to outsmart the test in an effort to present him/herself in a more favorable light.

This individual obtained a high candidness score, suggesting there is a very high probability he/she answered the test questions honestly. The candidate's responses are likely to be an accurate representation of his/her attitudes and behaviors.

HELPING DISPOSITION

*  

How do you feel about working with customers all day, every day? Give work-related examples of both good and bad customer experiences you have had.

*  

How do you compare with your co-workers with respect to how you service customers? Do you feel you sometimes go above and beyond what is required, or is the level of service you provide consistent with what is considered normal?

*  

Describe for me why you might be considered to be more demanding than understanding.

*  

Describe for me a work-related situation where you wish you had been a bit more helpful.

*  

Describe a situation where, because of your generosity, you felt you were taken advantage of. How did this affect you?

*  

How do you handle situations when a customer or co-worker is upset with you? Do you allow them to vent and state their point of view, or do you take control and let your views be known? Give work-related examples if possible.

TEAM PLAYER

*  

Why do you feel personal relationships among team members may not be a good idea? Do you remain distant from team members? Please explain your answer?

*  

Is it necessary to get along with all team members to have a successful team? Please explain your answer.

*  

Are you of the opinion that if a team does not perform well, the whole team is at fault or could there be one or two team members that should be singled out? Should everyone on a team suffer for the mistakes of one or two team members?

*  

Tell me why you feel the importance of teamwork might be overemphasized. Do you prefer to work independently? Please explain why or why not?

RELIABILITY

*  

Give work related examples of when you might be more spontaneous than predictable?

*  

How much emphasis do you place on being punctual? Is it really that important?

*  

What percentage of your objectives must you complete before you consider yourself successful?

*  

With respect to your work, what brings you satisfaction? How important is it for you to be perfect in your work in order for you to be satisfied? Please explain your answer.

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