Business Results & Personal Development
for CEOs & Key Executives
Home   |   About Us   |   Lit Request   |   Contact Us   |   View
847-208-8709         Email  
Download Free Article

"Best Practices for Managing
in the Best of Times"
Best Practices
Business Results   »
Personal Development  »
Growth Coaching
Executive  »
Sales Manager »
Sales Rep  »
Chally Tools
Sales Reps  »
Sales Management  »
Managers  »
Executives  »
Vistage / TEC Tools
Vistage Works   »
CEO Peer Groups  »
Key Executive Groups  »
Trusted Advisors  »
Request Literature
Sales Recruiting  »
Sales Compensation  »
Exceptional Managers  »
Resource Links

Customer Service Rep Profile:
Compare High Performers to Low Producers

Position Overview: Requires the ability to interact with a multitude of customers and foster long-term relationships, convey compassion for customer concerns and capitalize on sales opportunities; this is driven by the desire and ability to consistently enhance communication skills.

Predictive Skills: Five characteristics will predict customer service rep success in this sales position. Review below how top sales performers will differ from lower performers.


Shows and fosters respect and appreciation for a variety of backgrounds, cultures, values, and perspectives; seeks to understand the views of others; is comfortable accepting the fact that others may not share his personal values; prefers to cooperate in working on mutual goals rather than judge or criticize those who see things differently


  • Tolerant of individual views, opinions, and attitudes
  • Tends to accept people at face value without filtering their words or actions through personal biases
  • Can embrace his own personal values without imposing them on others
  • Tries to find common ground with others rather than focus on dissimilarities


  • Imposes on others the same standards by which he judges himself
  • Tends to respond more favorably to those individuals who share his views, background, or values
  • Can become locked into his own viewpoint and resistant to efforts to change or alter his opinion
  • Can fail to distinguish how people differ from each other; sees only that they differ from him
  • May attempt to change others to fit his image


Establishes and implements a customer contact process that maximizes opportunities to increase business; commits to telephone contact at the level of frequency needed to sustain customer interest and promote additional product or service opportunities; is comfortable taking the lead in a customer contact and maintaining a high profile role that gets the customer’s attention


  • Takes the initiative in a customer contact process to identify and follow through on opportunities for additional business
  • Maximizes time spent expanding business opportunities by making customer contact a priority over more administrative or noncontact activities
  • Keeps a high profile that gives him a natural entry into opportunities to satisfy customer requirements
  • Is comfortable taking charge of the contact and leading customers through the steps to a purchase decision


  • Prefers to respond to customer requests about additional products or services than to actively solicit new or increased business from them
  • May lack persistence in sustaining a customer contact process if noncontact activities are more appealing or more pressing
  • May be timid about taking the lead in customer contacts with the intent to interest them in additional product or service offerings
  • Counts on a standard process being in place to identify new business opportunities with the customer base


Consistently achieves above-average results by understanding the customer’s business, empathizing with their problems and setting a plan to meet their needs; tirelessly focuses on building strong relationships with customers by acting on their behalf to work the seller’s internal systems to meet their requirements; sees partnering with customers as the efficient method to reach personal career goals


  • Is driven to achieve or exceed targeted results and uses sales as a means to get there; hungry to be a top producer
  • Holds results achievement to a high personal standard
  • Believes in taking personal responsibility for the level of success achieved
  • Is unwilling to have his goal achievement derailed by internal politics or bureaucratic procedures
  • Promotes a sense of partnering with customers
  • Takes the first step to establish a trusting relationship that assures customers of his commitment
  • Is genuinely interested in understanding customer needs and works the company’s internal systems to satisfy those needs
  • Collaborates with a network of support resources to satisfy customer requirements


  • May adopt a casual or relaxed approach that fails to project personal dedication to achieving or surpassing sales targets
  • Can be content with marginal success or lowers goals to reach a level of success that is easier to accomplish
  • May not sustain the intensity needed to consistently meet or exceed sales objectives
  • Wants to be successful on his own terms without tying his efforts or results to effectively fulfilling customer requirements
  • Achieves results that will support his career progression more so than strengthen his partnerships with customers
  • Can be impersonal or detached in his approach to the sales process, minimizing the opportunity to build a customer alliance


Maintains a positive mental attitude and uses enthusiasm and genuine concern to encourage customers to buy; attempts to make each call an enjoyable experience for the contact; builds long-term relationships which foster repeat business


  • Genuinely positive and upbeat in his attitude
  • Looks for the best in others and does not expect to find a hidden agenda
  • Focuses externally on how he can help others rather than focus on himself
  • Enjoys working with other people and tries to make the interaction pleasing or gratifying to them
  • Presents an enthusiastic and agreeable attitude that draws a positive response from others
  • Communicates openly and easily with people


  • Tends to let obstacles or barriers dictate his mood
  • Becomes frustrated or discouraged when things do not work out as planned
  • Skepticism and wariness in sizing people up may result in selective or limited interaction
  • Tends to prefer the more solitary aspects of his work
  • Can leave people with a neutral reaction to what tends to be a rather functional contact


Absorbs new information quickly and is comfortable dealing with abstract concepts and relationships; relates new information to previously acquired knowledge to expand and refine his frame of reference; enjoys learning and expanding the breadth and depth of his understanding on a variety of subjects


  • Enjoys learning and broadening his depth of learning and insight in a wide array of topics
  • Absorbs, stores and recalls new information quickly
  • Deals comfortably with abstract concepts and relationships
  • Pursues academic, theoretical or research-based information


  • Needs repetition to process new information and requires additional time to integrate it into his repertoire
  • Prefers concrete tasks
  • Learns best through one-on-one instruction and improves his base skill level through experience and hard work
  • Uses practice opportunities or trial runs to become completely knowledgeable of and comfortable with methods or techniques he needs to use

Request a sample candidate report