Sample Report Placement Report (Pcsp)

Confidential Placement Report
for
Sally Sample
Demonstration Pattern-NOT FOR ACTUAL USE

Wednesday, March 24, 2004

Profiles International Consultancies (Gulf & M.E.)
Crowne Plaza, Suite 1006
Sheikh Zayed Road
Dubai, 26850
++971 4 3311120

Pattern Date: 5/19/2003 10:02:30 AM

Copyright © 2003-2004 - Profiles International, Inc. • Profiles Office Park • 5205 Lake Shore Drive • Waco, TX 76710 • 254-751-1644

Introduction
Service to the customer is a part of the job for virtually every employee.
Proficiency in providing this service is related to an individual’s Behavioral
Characteristics, basic Proficiencies and their own perspective on providing
customer service.

This report reflects the responses provided by Sally Sample when she
completed the Customer Service Perspective assessment. The information is
presented in the following four parts:

• Behavioral Characteristics— eight behavioral characteristics that are
important factors for success in providing service to customers.

• Proficiencies— a view of basic proficiency in mathematics and
vocabulary.

• Job Match Percent— the degree of match to the Job Match Pattern in
both of the Proficiencies and the eight Behavioral Characteristics.

• Company Service Perspective— the degree of alignment between the
individual’s perspective on providing service to the customer and that
expressed by the company.

• Considerations for Interviewing—on the scales where Ms. Sally
scored outside of the Job Match Pattern, suggestions for interviewing
are provided to assist in the selection process.

Please consult the User’s Guide for additional information on using these
results in working with Sally Sample.


1

Confidential Placement Report Sally Sample

Summary of Behavioral Characteristics

The darker shading represents the Job Match Pattern for the role of Demonstration Pattern-NOT FOR
ACTUAL USE. The larger box indicates her score.

Trust – Tendency to hold an
unquestioning belief that the motives of 1 2 3 4 5 6 7 8 9 10
others are honorable

Tact – Tendency to state a position
without unnecessarily offending others 1 2 3 4 5 6 7 8 9 10

Empathy – Tendency to understand
another’s situation and feelings 1 2 3 4 5 6 7 8 9 10

Conscientiousness – Tendency to be
very accurate in work efforts; to keep 1 2 3 4 5 6 7 8 9 10
promises

Conformity – Tendency to comply with
the rules and those in authority 1 2 3 4 5 6 7 8 9 10

Focus – Tendency to stay on target
regardless of distractions 1 2 3 4 5 6 7 8 9 10

Courtesy – Tendency to deal with others
in a pleasant manner 1 2 3 4 5 6 7 8 9 10

Flexibility – Tendency to explore new
approaches to doing things 1 2 3 4 5 6 7 8 9 10

The Distortion Score on this assessment is 9. The Distortion Scale deals with how candid and frank the
respondent was while taking this assessment. The range for this scale is 1 to 10, with higher scores
suggesting greater candor.


2


Behavioral Characteristics
Trust
• Wary • Unquestioning
• Vigilant 1 2 3 4 5 6 7 8 9 10 • Uncritical
• Skeptical • Optimistic

Pattern 5-7 Score 6
Comments on Trust
Ms. Sally probably wants to believe that most customers are quite trustworthy. She may feel that it is hard
to trust customers without proof but she should be willing to give them the benefit of the doubt unless there
are strong reasons for not doing so. In general her attitude is one of hesitant but yielding trust.

Tact
• Direct • Discreet
• Obvious • Diplomatic
1 2 3 4 5 6 7 8 9 10
• Forthright • Restrained

Pattern 6-9 Score 3
Comments on Tact
She can be inconsiderate regarding the feelings of others. This may be due to a lack of understanding for
a customer’s needs but, whatever the reasons, she may often comment in a less than tactful or diplomatic
fashion.

Empathy
• Detached • Understanding
• Indifferent • Compassionate
1 2 3 4 5 6 7 8 9 10
• Distant • Sensitive

Pattern 5-7 Score 7
Comments on Empathy
Ms. Sally generally finds it easy to be sympathetic, understanding and compassionate to the point of
allowing herself to become actively involved in solving the needs of a customer. She has a strong need to
be helpful to customers with whom she has contact.

Conscientiousness
• Imprecise • Meticulous
• Casual Attitude 1 2 3 4 5 6 7 8 9 10 • Particular
• Lackadaisical • Accountable

Pattern 7-9 Score 7
Comments on Conscientiousness
Sally appears to be a conscientious person who will not back off from keeping commitments or promises
made to supervisors or customers unless prevented from doing so by circumstances beyond her control.
She is one who undertakes tasks in a careful, dedicated manner, which should seem apparent to her
customers.


3


Behavioral Characteristics (cont’d)

Conformity
• Inventive • Traditional
• Free-spirited 1 2 3 4 5 6 8 9 10 • Compliant
7
• Independent • Conventional

Pattern 6-8 Score 7
Comments on Conformity
Ms. Sally is not one to question authority often. She expresses a view implying that one should comply
with the rules and regulations of those organizations of which she is an employee. She generally honors a
majority of most standards, while taking an independent attitude if truly necessary.

Focus
• Distractible • Attentive
• Preoccupied • Purposeful
1 2 3 4 5 6 7 8 9 10
• Inefficient • Efficient

Pattern 6-8 Score 10
Comments on Focus
Ms. Sally has rather strong powers of concentration. She seldom allows anything to interfere with her
current priorities until completed. She demonstrates an excellent ability to stay focused and it is difficult to
interrupt or distract her from accomplishing the task at hand.

Courtesy
• Forward • Polite
• Brash 1 2 3 4 5 6 7 8 9 10 • Civil
• Impolite • Well-mannered

Pattern 7-9 Score 8
Comments on Courtesy
Sally appears to be quite friendly in general. She enjoys talking with just about anyone and will probably
make efforts to speak to a customer in soothing, friendly tones. She is apt to avoid getting into arguments
or confrontations; listening carefully to a customer’s needs and speaking courteously is far more likely.

Flexibility
• Uncompromising • Adaptable
• Inflexible • Accepting
1 2 3 4 5 6 7 8 9 10
• Cautious • Enjoys new
approaches
Comments on Flexibility
She is so highly open to change that others may consider it a challenge to keep up with her when he
suggests new approaches for work accomplishments. She relishes the generation of new ideas, concepts
and methods of improving upon how to get things done. She seems to possess quite an innovative
attitude.


4


Proficiencies
The darker shading represents the Job Match Pattern for the role of Demonstration Pattern-NOT FOR
ACTUAL USE. The larger box indicates this individual’s score.

Vocabulary – Understanding the meaning
of words when used in sentences 1 2 3 4 5 6 7 8 9 10

Numerical – Understanding basic
mathematical concepts and working with 1 2 3 4 5 6 7 8 9 10
numerical problems

Job Match Percent

The Job Match Percent reflects the consistency between the results for Ms. Sally and the Job
Match Pattern for the eight Behavioral Traits and the two Proficiencies For Mukta, the match
to the position of Demonstration Pattern-NOT FOR ACTUAL USE is 75%.

Job Match 75%


5


Company Service Perspective
Forty-nine (49) questions related to providing service to the customer were presented to Sally. The
responses to these questions suggest her perspective of providing customer service. The answers
provided by the company represent their perspective and are compared to the answers provided by Sally.
The score indicates the percent of agreement between her responses and the answers provided
by the company.

Percentage of 63%
Agreement

In review of both the company perspective for providing good customer service and the view of Ms. Sally
as expressed in her responses, the following perspectives are in conflict. Some may represent
issues that require your attention.

PERSPECTIVES THAT CONFLICT HER ANSWER

Resolving problems starts and stops with me. No

When calling my supervisor for help, I don’t need to let the customer know what’s going No
on.

Sometimes customers need to vent on personal issues, it makes them a better customer. No

Some customers have better knowledge of the solution to a problem than I do. Yes

If I hear a customer speaking badly about another area of the company, I should always Yes
defend the company.

If a customer seems to have trouble understanding what I am saying, I will try to get Yes
someone else to explain it to them.

My department’s policies are less important than what I think is best for the customer. No

Serving customers quickly is the most important thing to do. No

Your job is to solve your customer’s problem, not to be a sympathetic ear. No

When a customer starts to complain about things you know are wrong about your No
company, it is time to stop agreeing with the customer and defend your company.

Never let a customer see that you don’t know something. No

It is often possible to satisfy a customer by explaining why he or she is wrong. Yes

Most customers will read a manual if you provide it for them. Yes

Customers don’t care whether you call them by name, as long as they get good service. Yes

If I am dealing with a customer and an irate customer interrupts, I should immediately No
deal with the irate customer.


6


It is important for me to be able to make a decision on the spot with a customer rather No
than having to go to my supervisor.

Customers don’t like to be asked a lot of questions. No

Sometimes you have to disagree with a customer. Yes


7


Considerations for Interviewing
The darker shading represents the Job Match Pattern for the role of Demonstration Pattern-NOT
FOR ACTUAL USE. Ms. Sally scored outside the Job Match Pattern in the areas listed below.
Information and interview questions are provided to facilitate the selection process.

Tact – Tendency to state a position
without unnecessarily offending others 1 2 3 4 5 6 7 8 9 10

Pattern 6-9 Score 3

With a relatively low result on the Tact scale, Ms. Sally scores outside of the Job Match Pattern for this
position. Her willingness to adjust his behavior through training should be determined. Since the score is
in the lower mid-range, it is possible that only some adjustment is required and her readiness for training
may be determined by interview questions. A few typical questions may include:

• When a customer requires a delicate touch, so to speak, what methods do you usually employ?
Would learning some new competencies be of interest to you?
• Provide a recent example of your skill at dealing diplomatically with a customer. How do you feel
about this kind of mannerism, and what skills would you like to develop to improve in this area?

Focus – Tendency to stay on target
regardless of distractions 1 2 3 4 5 6 7 8 9 10


Sally has scored above the Job Match Pattern for this position. Determining the intensity of her
concentration may be helpful. Whether she can redirect herself when required is of importance in these
interview questions. A few typical questions may include:

• Describe for me a previous experience in which you successfully redirected your attention from one
priority to another due to the practical needs of the moment.
• How would you describe your level of focus and concentration? What improvements would you
pursue to enhance your performance in this area?


8


Flexibility – Tendency to explore new
approaches to doing things 1 2 3 4 5 6 7 8 9 10


Ms. Sally has accomplished a score quite high on the Flexibility scale. This score is above the Job Match
Pattern for this position. Interviewing may need to emphasize her willingness to avert her tendency to
change her methods simply for the sake of doing so. Some accommodation to the procedures of the
workplace is likely to be required, so determining her readiness to do so could be revealed by her
responses to interview questions. A few typical questions may include:

• What use does a procedure have if it’s outdated? Give an example of how you have dealt with such a
problem recently.
• Tell me about a recent situation in which you went along with the procedures required for the job,
despite the fact that there was probably a better and easier way to reach an objective.


9

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