Assess Candidate's Customer Orientation Skills

Used for recruitment and selection:

Good customer service by capable people can transform your business and play a huge role in customer retention. It is therefore critical to ensure you hire people with the right attitude towards serving customers. This may not be a skill that is very apparent in interviews. Mettl's B2B Customer Focus Assessment tries to solve this problem with an innovative test that actually puts the person in front of a customer (through videos) in addition to testing their personality (11 traits) for it. We also tailor the test towards the type of customers and situations faced in a B2B client facing role

Training gap analysis:

Customer service is a competency that can be developed by the right training as well. This test outlines the areas of development and red flags, if any, in a person's focus on the customer so that appropriate training needs can be identified.

Key profiles the test is useful for:

  • Customer service executives
  • Support executives in BPOs/ KPOs
  • People who are in client facing/ interaction roles
  • Floor personnels in Stores/ Malls
  • Floor managers in Stores/ Malls
  • Sales executives in different industries

Test details:

Duration - 25 minutes
Reliability score - Cronbach's alpha .88
Validity score - This ranges from .86 to .90 for different norm groups
Theoretical basis - The Big 5 Theory of Personality
Language - English, Spanish and Hindi (contact if required in other languages)

Test description:

The assessment consists of 66 (5 point Likert scale) items across the following tests :

  • Mettl Personality Inventory
  • Test for Customer Focus(B2B) with videos

This test measures the customer focus skills of a person based on 3 scales and 11 sub-scales- organization skills (customer service orientation, process orientation, time management), leadership skills (people management, problem solving and decision making, interpersonal effectiveness), personal skills (trustworthy, awareness of cultural processes, flexibility, integrity, team worker).