Customer Service
Performer



Assessment On: John Henderson
Phone: 888-555-1234
Email: jhenderson@no-one.com

Position: Customer Service Technician

Company: ABC Inc.
Report Type: Customer Service Rep

Assessment Date: 5/9/2000



For More Information
Please Contact:

Staci Dalton
Leadership Management Institute
4567 Lakeshore Drive
Waco, TX 76710
800-568-1241 x211
SDalton@lmi-usa.com
Copyright 1999 Candidate Resources, Inc.



Customer Service Performer
Name: John Henderson Date: 5/9/2000
Company: ABC Inc. Page: 1

Basic Math
MATH SKILLS measures the general knowledge of arithmetic an individual possesses. Mr. Henderson's knowledge of general arithmetic is superior. He can be expected to add, subtract or multiply with the speed and degree of accuracy required of a position that requires exceptional knowledge of general arithmetic.

Numerical Perception
NUMERICAL PERCEPTION measures an individual's accuracy in handling numeric and alphabetic data. Mr. Henderson's superior Numerical Perception score indicates that he can process data quickly and correctly.

Energy
ENERGY measures the individual's stress and drive level, and ability to deal with people and customers when under pressure. Mr. Henderson has an excellent energy and drive level and can handle job and customer pressure and stress well.

Flexibility
FLEXIBILITY measures an individual's attitude toward ethics, honesty, reliability and dependability. This trait relates to handling customers' needs, as well as job and employer requirements and procedures. Mr. Henderson is oriented to be flexible and adaptable, yet normally ethical and willing to adhere to the policies and procedures of the company, especially as they relate to job requirements and dealing with people and customers.

Organization
ORGANIZATION measures an individual's mental orientation to plan and organize his life events and job requirements. John is not oriented to be organized and will need guidelines in organizing job requirements, as well as dealing with customers.

Communication
COMMUNICATION measures an individual's desire to comfortably communicate verbally with people. John is an extremely outgoing and sociable individual who communicates well with people, but may waste time in too much people interaction.

Copyright 1999 Candidate Resources, Inc.


Name: John Henderson Date: 5/9/2000
Company: ABC Inc. Page: 2

Emotional Dev
EMOTIONAL DEVELOPMENT measures an individual's ego, self-confidence and self-esteem. Mr. Henderson is a very self-assured individual with a high degree of patience for himself and others. He is normally able to deal with fellow workers and even the most demanding and difficult customers in a very patient manner.

Assertiveness
ASSERTIVENESS measures an individual's desire to interact with fellow workers and customers in a cooperative manner, rather than attempting to control a situation. John is an assertive individual who prefers to be in control. He will not hesitate to handle confrontations or conflict with fellow workers or customers in a candid, open manner. At times, since he is so assertive, he may appear uncooperative or overly demanding.

Competitiveness
COMPETITIVENESS measures whether an individual desires to participate as a team member or be individually responsible for results. John is an individualistic achiever who enjoys being individually responsible for results. While he will work as part of a team to some degree and will desire to provide good service to customers, he also enjoys the challenge of individual competition with others and being recognized as a personal achiever.

Mental Toughness
MENTAL TOUGHNESS measures an individual's mental and emotional sensitivity. Mr. Henderson is a tough-minded person who is able to handle setbacks, criticisms and complaints. Being tough-minded, however, he may at times not appear sensitive to or concerned about his fellow workers or customers' needs.

Questioning /Probing
QUESTIONING/PROBING measures an individual's innate orientation to explore the "real reason" for people's actions or objectives. John tends to accept most information at face value, but will do a moderate amount of questioning and probing to better determine real motives or objectives.

Motivation
MOTIVATION measures an individual's desire for job security rather than recognition, incentives and change. Mr. Henderson is highly recognition, incentive and change oriented. He needs change, growth and recognition to remain content in a position. If these needs are not met, he could become a turnover risk.


Copyright 1999 Candidate Resources, Inc.


Name: John Henderson Date: 5/9/2000
Company: ABC Inc. Page: 3

----- Validity Scales -----

Distortion
Mr. Henderson is a secure person who is not afraid to admit his weaknesses. He is also good at assessing his strengths. He tends to be open and frank, with these assessment results having a high degree of accuracy.

Equivocation
He has scored within our acceptable equivocation range.



----- History of Dishonesty -----

* NO SIGNIFICANT HISTORY OF STEALING
* NO SIGNIFICANT HISTORY OF DRUG ABUSE


















This report is confidential and is an opinion based on test results and other available data. In the selection process it may count up to one third (1/3) of the decision process along with the interview, reference check, education and experience.

Copyright 1999 Candidate Resources, Inc.


Name: John Henderson Date: 5/9/2000
Company: ABC Inc. Page: 3

Mental Aptitudes - for Customer Service Rep position
  1  2  3  4  5  6  7  8  9
BASIC MATHLow Skills
          [.......]       X
High Skills
NUMERICAL PERCEPTIONImprecise
                   [......X]
Accurate
Personality Dimensions - for Customer Service Rep position
  1  2  3  4  5  6  7  8  9
ENERGYRestless
             [X......]
Calm
FLEXIBILITYFlexible
          [...X.........]
Rigid
ORGANIZATIONDisorganized
  X       [..........]
Planful
COMMUNICATIONReserved
       [..........]       X
Interactive
EMOTIONAL DEVImpatient
          [..........] X
Tolerant
ASSERTIVENESSCooperative
 [.............]       X
Authoritative
COMPETITIVENESSTeam Player
       [.......]    X
Individualist
MENTAL TOUGHNESSSensitive
          [.......] X
Tough
QUESTIONING /PROBINGTrusting
          [X......]
Skeptical
MOTIVATIONSecurity
 [..........]             X
Recognition
Copyright 1999 Candidate Resources, Inc.


Name: John Henderson Date: 5/9/2000
Company: ABC Inc. Page: 4



Validity Scales - for Customer Service Rep position
  1  2  3  4  5  6  7  8  9
DISTORTIONFrank Answer
 [......X.........]
Exaggerates
EQUIVOCATIONChoose Alter.
 [............X...]
Choose Middle


STANINE: The STANINE is a system of measurements which divides the population into nine parts.

NOTE: Areas with dots and brackets ([........]) are of prccnry importance with the dots and brackets reflecting the most desirable range for an individual to score in to have those characteristics. Areas without dots and brackets are secondary areas that provide additional information regarding the individual.

AREAS OF CONCERN - Scores of 1 or 2 in any of the following dimensions: Energy, Flexibility,
Emotional Development or Mental Toughness are areas of concern.
Copyright 1999 Candidate Resources, Inc.