Customer Contact Styles Questionnaire


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  • Create Date 26-February-2020
  • Last Updated 26-February-2020

Note: This test review was done by BPS in 2003

Description of the Test

This self-report questionnaire provides information on aspects of personality that are important for non-supervisory sales or customer service roles. It is available as both ipsative and normative versions. The normative version has 136 questions answered using a 5-point Likert scale. The ipsative version has 32 sets of four questions. Candidates rate each question on a 5-point Likert scale and then mark which one from the set of four is most and least like them. Both questionnaires are untimed but should take approximately 25 minutes to complete. Based on the OPQ model of personality it examines 16 dimensions grouped into three areas: relationships with people, thinking style, and emotions and drives. The dimensions it measures are as follows: Relationships with people: (Persuasive): The extent to which individuals enjoy selling, negotiating, influencing and convincing others. (Self-Control): Self-control the extent to which individuals are restrained in showing irritation and remain patient when dealing with others. (Empathic): How sensitive and understanding individuals are towards others and how prepared they are to go out of their way to help. (Modest): The extent to which individuals are reserved about personal achievements. (Participative): The degree to which individuals enjoy teamwork and co-operative activities. (Sociable): The degree to which individuals feel comfortable in a range of social situations and how confident, extravert and lively they are. Thinking Style: (Analytical): The extent individuals enjoy using information, working with data, probing facts and solving problems. (Innovative): How imaginative and creative people are and the extent to which they produce original or unusual solutions or ideas. (Flexible): How open individuals are to new approaches and how readily they adapt to changing circumstances. (Structured): The extent to which individuals plan ahead and how far they prepare, prioritise and structure their work. (Detail Conscious): The extent to which individuals like to be accurate in their work, check details carefully and are neat and tidy. (Conscientious): How willing individuals are to persevere, to keep firmly to deadlines and to see tasks through to completion. Emotions and Control: (Resilience): How easily individuals cope with pressure or stressful situations, remaining untroubled, cheerful and calm. (Competitive): How much individuals feel that they must win at all costs, hate to lose and like to come top. (Results Orientated): How high individuals set their personal targets, how much challenging goals stimulate them and how keen they are to improve their performance. (Energetic): The extent to which individuals enjoy being active and sustain a high level of energy over a long time.

Authors: Helen Baron, Stephanie Hill, Karen Janman, Sara Schmidt

Test Publisher: CEB (formerly SHL)

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