B2C Customer Focus Assessment

Overview:

Assess candidate’s customer orientation skills.

Description

Purpose & Use:

Used for recruitment and selection :

Good customer service by capable people can transform your business and play a huge role in customer retention. It is therefore critical to ensure that you hire people with the right attitude towards serving customers. This may not be a skill that is very apparent in interviews. Mettl’s Customer Focus Assessment tries to solve this problem with an innovative test that measures customer orientation and a customer centric personality through 11 competencies. We also tailor the test towards the type of customers and situations faced in a B2C client facing role.

Training gap analysis

Customer service is a competency that can be developed by the right training as well. This test outlines the areas of development and red flags, if any, in a person’s focus on the customer so that appropriate training needs can be identified.

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Test Details

Reliability score : Cronbach’s alpha .88
Validity score : This ranges from .86 to .90 for different norm groups
Theoretical basis : The Big 5 Theory of Personality

Key profiles the test is useful for:

  • Customer service executives
  • Support executives in BPOs/ KPOs
  • People who are in client facing/ interaction roles
  • Floor personnel in Stores/ Malls
  • Floor managers in Stores/ Malls
  • Sales executives in different industries

The assessment consists of 80 (5 point Likert scale) items across the following tests :

  • Personality Inventory
  • Test for Customer Focus(B2C) with videos

This test measures the customer focus skills of a person based on 3 scales and 11 sub-scales- organization skills (customer service orientation, process orientation, time management), leadership skills (people management, problem solving and decision making, interpersonal effectiveness), personal skills (trustworthy, awareness of cultural processes, flexibility, integrity, team worker).

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How it works:

Step 1
Add this test to your cart and order online

Step 2
You will receive the test link via mail – send this to your candidate

Step 3
Candidate take the tests

Step 4
The test result is uploaded onto the client area.

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