BEHAVIOUR IN CUSTOMER SITUATIONS - CUSTOMIZE
In customer situations, it is important to recognise the needs and expectations of the other person and to create customer satisfaction without losing sight of the interests of the company. In addition to situational conditions, how well a situation is resolved depends in particular on the personality and skills of the employees.
Situational Judgment Test (SJT)
6 - 10 situations
Test without time limit
Processing time: approx. 15 minutes
Inhouse-test with supervision
Home-test without supervision
Languages:
German, English, French, Italian
other languages on request
Optimized for
desktop, tablet, smartphone
| Level |  |
 |
 |
|---|---|---|---|
| Apprentices |  |
|
|
| Career starters | |
|
|
| Experienced | |
|
|
| Management |
People who achieve high values in this process are able to correctly assess typical customer situations and adapt their actions accordingly. They are forward-looking and empathetic, act actively and with commitment towards customers and know appropriate behaviours when dealing with customers. Service orientation is an important prerequisite for their professional success.
Instructions
The test makes use of the forced-choice format. Following an introductory instruction, various professional situations are specified based on the context of an activity in sales, in which a decision must be made on the further course of action. To do this, 5 behavioural alternatives must be ranked.
CUSTOMIZE can be customised at the customer's request. Suitable situations can be selected from an existing pool in order to map specific company and activity characteristics in a targeted manner and to enable the most realistic activity preview possible. The optimal ranking of the behavioural alternatives is determined by our own experts in order to incorporate the respective corporate culture in the evaluation.
Theoretical background
CUSTOMIZE is a situational judgement test for recording decision-making behaviour in customer situations and customer orientation. People with a high customer orientation recognise the needs and expectations of customers and want to achieve a high level of customer satisfaction. They can therefore adapt their actions specifically to customer needs by being empathetic, taking an active and committed approach to customers and behaving appropriately. These aspects are ascertained with CUSTOMIZE. Different customer situations and five appealing approaches are offered, which differ in their effectiveness and the extent of customer orientation. The task of the participants is to assess the situations correctly and derive customer needs in order to then rank the alternative courses of action correctly. Of course, the company's perspective must not be disregarded.
CUSTOMIZE is particularly recommended for the selection of candidates who often interact with customers and who are required to have a high degree of customer orientation. The process gives participants a good insight into future tasks and at the same time allows the potential employer to make a solid prediction of the expected behaviour.