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."
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