MAXIMIZES
RESULTS BY ANTICIPATING OBSTACLES THAT COULD IMPEDE PROGRESS
Able to sort through bureaucracy, complexity or politics to focus
on required results; is not caught unprepared when obstacles are
encountered; meets self-imposed standards of excellence by delivering
agreed upon results that are straightforward and customer defined
HIGHS
- Sets the criteria for ensuring successful results in accordance
with customer-defined requirements
- Delivers the result that was promised to the customer without
unnecessary fanfare or embellishments
- Concentrates on meeting his objective of doing what is best
for the customer rather than focus on an effort or result that
is meant to favor his own appearance or image
- Finds personal success in meeting customer requirements
- Realistically anticipates barriers to results accomplishment
and is prepared to respond
- Cuts through administrative or political red tape to maximize
his results accomplishment
- Holds results achievement to a high personal standard
LOWS
- Uses his own criteria to determine customer requirements
- May focus more on style and making a good impression than content
and relevance in results achievement
- Can be caught off-guard by unexpected obstacles
- May revise his commitments when faced with unanticipated barriers
rather than be on the lookout for problems and prepare to resolve
them as they arise
- May be restricted in his effort to satisfy customer requirements
by a discomfort with working around the system or taking the more
complicated route when met with internal or external barriers
- May view 'not failing' as an acceptable measure of results achievement
IDENTIFYING CUSTOMER NEEDS
Seeks to provide an appropriate solution by understanding what
the customer is trying to accomplish; spends time in a needs analysis
process that identifies key objectives specific to an individual
customer; gives the customer’s agenda priority over a standard
response; changes the sales approach or solution to accommodate
the customer versus force fit the customer to an existing model
HIGHS
- Asks questions and studies the customer’s key priorities
- Incorporates the customer’s responses and input into a
business plan tailored to fit that customer’s needs
- Takes the time to explore options or alternatives for helping
the customer to achieve key objectives
- Accepts the rejection or modification of his suggestions in
an effort to best understand and help the customer
LOWS
- Lacks a thorough approach to a customer needs analysis, preferring
to move immediately to an existing solution
- Can be distracted from learning customer requirements by the
personalities or politics of a situation
- Tries to fit the customer’s methods or goals into a standard
model or solution
- Takes it as personal criticism when his suggestions are challenged
- Can be too invested in his own agenda to comfortably yield to
the customer’s agenda
PROVIDES RELIABLE INFORMATION
Builds credibility in a resource role by remaining factual and
timely in providing information; maintains his sources for quick
access to time-sensitive information and to stay abreast of new
developments; proactively educates customers or shares information
as part of the service they deserve
HIGHS
- Takes pride in being a voluntary source of information
- Presents factual information without embellishment or bias
- Provides a timely response, even if that response can only confirm
that he is working on an answer
- Keeps the customer informed through status reports if information
is delayed
- Builds a reputation as a credible resource by keeping his information
sources current and accessible
- Does not focus on becoming the expert as much as he invests
his resources in knowing how to access and communicate others’
expertise
LOWS
- Does not keep others in the loop when he encounters delays in
the information gathering process
- May color information by filtering it through his own biases
or adding his own interpretation
- Failure to keep information sources up-to-date and readily accessible
can result in inaccurate information and unnecessary delays in
providing a response
- Sees information sharing as an added bonus rather than an entitlement
and therefore sets the wheels in motion at his own convenience
DELIVERS ADDED VALUE TO CUSTOMERS
Stays in touch with market trends, including environmental and
competitive forces influencing the market, so that he can be seen
as a valuable resource to important constituents internal or external
to the organization; constantly seeks information that will be useful
but is not readily available to colleagues; enjoys being sought
for advice and instruction; spends the time to build a base of knowledge
that ultimately helps others to be more effective
HIGHS
- Takes professional pride in maintaining an in-depth awareness
of market issues
- Believes there is a benefit to continually building and adding
to his knowledge base in market and competitive issues
- Wants to be prepared to serve as a source of advice and information
to his customers
- Updates his own market information in order to be of assistance
to customers who may not have the time or resources to research
changing market trends themselves
LOWS
- May believe he can get by on a cursory understanding of market
trends and conditions because he doesn't appreciate its added
value to others
- Is comfortable with his present knowledge of the market and
may believe the incremental gains he could achieve by developing
his knowledge base would not justify the time spent
- Does not increase his understanding of market issues for the
purpose of sharing that information with others
- Assumes his customers will utilize their own resources to stay
on top of changing market conditions
MAKES ONE-ON-ONE SALES PRESENTATIONS
Communicates essential points in an informal and conversational
manner; prefers to share information in a one-on-one or small group
situation; varies style and language to ensure listener understanding
and is attentive to closing the loop on communications; seeks feedback
and responds appropriately to listener reactions; makes presentations
that are unrehearsed and adapted to individual situations
HIGHS
- Sensitive to the customer's circumstances and response, adjusting
the communication of information or ideas to accommodate their
need to know or level of understanding
- Encourages questions, comments, feedback from the customer
- Backs an informal presentation with professional sales tools
and company guarantees
- Gives specific details of how/who/when, promising that the complexity
of delivery and servicing of the product line will be shouldered
by the salesperson
- Keeps the focus on content and substance, not flash and performance
- Creates a presentation that is informal, low-key, and unrehearsed
- Talks with the customer, creating a team feeling of working
together, versus directing a speech at the customer
LOWS
- May attempt a one-size-fits-all communication style that does
not account for different information needs
- By sticking to a prepared script, he does not leave any room
for customer feedback or reaction and cannot adjust his presentation
in response to that input
- Unwilling to risk personal rejection or judgment, he may create
an image or persona rather than be himself
- Keeps the audience at arm's length, making his presentation
seem less personal to the customer
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