| |
Telemarketing Skills Test
 |
Date
introduced: 2002 |
|
Administration
time: 1 hour |
|
Booklet and Internet versions available |
Purpose
To
evaluate the abilities and aptitude required for a position as a Telemarketer.
General
Description
The Telemarketing
Skills Test, from which a four-page report is provided to the client, is ideal
for evaluating the potential of candidates who wish to work as telemarketers. It
measures the following skills and abilities:
| general telemarketing concepts
and knowledge |
| the candidate's ability to use
proper grammar and vocabulary |
| various job-related telemarketing
skills |
| reading comprehension |
| ability to handle various
telemarketing situations |
| ability to sort information,
compare tabular data, attention to detail, and basic mathematical skills |
Positions
for which the test is appropriate
This test is used to pre-screen job
applicants and in-house personnel in the following positions:
| Telemarketing Representative |
| Non-technical Help Desk |
Job Criteria Measured
| telephone etiquette
|
| ability to respond professionally to clients on the telephone
|
| grammar
|
| vocabulary skills
|
| attention to detail
|
| reading comprehension
|
| basic math
|
| general telemarketing concepts
|
| ability to compare tabular data and sort information
|
| ability to handle objections over the phone |
Test
administration
The test requires only clerical supervision
to administer and takes 60 minutes to complete. Candidates should be given the tests in a relatively quiet environment.
More than one candidate can be tested at one time.
Sample
question (segment)
1.
An irate caller reaches you and starts berating your company's
service on a particular product that has been controversial. You should:
a)
completely avoid talking about the specific product and change the topic.
Sample Candidate Evaluation Report
Click here to view a sample detailed evaluation report.
Evaluation
The overall rating
is based on scores according to the following table:
| Score |
Rating |
Recommendation |
| 80-100% |
STRONGLY RECOMMENDED |
Candidate
strongly demonstrates the skills needed
to succeed in a position as a telemarketer. |
| 70-79% |
RECOMMENDED |
Candidate will likely be
an average performer in a position
as a telemarketer. |
| 60-69% |
RECOMMENDED FOR
LIMITED USE |
Candidate
only moderately displays the skills
needed to be successful in a telemarketer position. |
| 59% or less |
NOT RECOMMENDED |
Candidate
will likely be a below average performer in a position as a
telemarketer. |
Validation Information
July
2001:
The
Telemarketing Representative must accomplish sixteen tasks to successfully
perform his/her job responsibilities. Within the scope of testing, a total of 45
traits were judged to be essential to accomplishing these tasks. Of these 45
traits, 30 are assessed by one or more questions in the Telemarketing Skills
Test. Thus, the test battery assesses a significant portion (66.67%) of the
intended domain. As well, if the relative importance of the essential traits
tested is compared to the ''weighted'' importance of the task, the overlap
percentage improves to 82.32% for the Telemarketing Representative job position.
Languages
published
| English |
|
