Industry Studies
Case Studies
Performance Snapshots
Validity Study/Quantitative Results
Industry: Telecommunications
Position: Telesales Representatives (Outbound)
Results
The top performers achieved on average over 5 times greater
sales than bottom performers.
Criteria: This
statistical analysis is based upon a PI job validity study
conducted with 195 Telesales Representatives. PI Validity
Studies are designed to determine the statistical
connections between PI profiles and job performance. The
quantitative measurement criteria is based on number of
sales per week over a three-month period.
Industry
The client company is a telecommunications provider offering
local and long distance service to residential and small
business customers across the U.S..
Position
Telesales representatives are responsible for calling
prospective customers and attempting to sell them various
calling plans.
Analysis
In examining the difference in the PI patterns of the top
and bottom telesales representatives, the two most
significant factors are the B Factor (Extroversion) and the
D Factor (Formality). The superior-performing telesales
representatives are more outgoing, optimistic, empathetic
and socially-poised (Higher B) and relatively more informal,
flexible, and comfortable with the unexpected (relatively
Lower D). Throughout their interactions on the phone with a
customer or prospect, they will be more persuasive and
friendly, will be able to connect with people on a social
basis, and will be comparably more enthusiastic about the
products and services that they are selling.
Because of their Lower D Factors, these top-performing
telesales representatives are more casual and easy-going,
more tolerant of risk and uncertainty. They are better able
to withstand criticism and potential rejection from
customers and prospects, keeping the dialog going smoothly
through objections or even after "not interested."
