Sales skills rapport account manager

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Sales Skills accountmanager rapport!

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Sales skills rapport account manager

  1. 1. Role: Account ManagerName: Sample AM CandidateDate: 26 June 2012
  2. 2. Sample AM Candidate 26 June 2012 Page 2 of 30©SalesAssessment.com Limited:: IntroductionThere are a number of elements involved in providing a complete assessment of a candidate’s potential fit to anygiven role. These include Critical Reasoning, Behaviour, Motivation and Skills. This report covers the Skills element andoffers a snapshot of Sample AM Candidate’s stated skill levels compared with the capabilities expected of a High-Performer in the selected role.Role selectionTo ensure this information is relevant, it is critical that the candidate has been assessed for the correct role. Shouldyou be in any doubt about which role is the most appropriate to use in the context of the person named above, pleaseconsult a specialist in Job Role Analysis, SalesAssessment.com directly, or one of SalesAssessment.com’s AccreditedPartners (a list of which can be found on the SalesAssessment.com website at www.salesassessment.com).Alternatively, you can make your own judgement about the appropriateness of this assessment by reviewing the roledescriptions on SalesAssessment.com’s website: see http://www.salesassessment.com/sales-assessment-products/salesrole-definitions. This will help you confirm whether the activities described in the appropriate roledescription match your expectations of the role the candidate is being asked to perform. This assessment onlyexamines those capabilities relating to the activities described in the corresponding Sales Talent Assessment roledescription.How to read this reportThe skills summary section identifies groups of skills which are important to effectiveness in this role.The bar chart indicates the candidate’s likely level of strength in each area, based on detailed analysis of their statedcapabilities: it shows whether or not the candidate’s skills are generally within the Optimal Range across each skillgroup.The definition for each skill group is shown immediately below the bar graph. These ratings can identify general areasof strength that can be harnessed to improve effectiveness. They can also identify key skill groups where targeteddevelopment may improve performance.The Detailed Skills Analysis that follows the summary section should always be consulted, as there may be individualskills that fall outside the Optimal Range and which may require further development. This section enables you to drilldown by breaking each skill group into its individual component skills.Notes to help you interpret the Detailed Skills Analysis section of this report.Out of Range (Low side) indicates that the candidates stated capabilities are outside the range of this assessmentand, as such, are well below the skills range expected of a High-Performer in this role.Low indicates that the candidates stated capabilities are below the skills range expected of a High-Performer in thisrole and are very likely to require further development.Optimal Range indicates that the candidates stated capabilities are within the expected range for a High-Performer inthis role.High indicates that the candidates stated capabilities are above the skills range expected of a High-Performer in thisrole.Out of Range (High side) indicates that the candidates stated capabilities are outside the range of this assessmentand as such are well above those expected of a High Performer in this role.
  3. 3. Sample AM Candidate 26 June 2012 Page 3 of 30©SalesAssessment.com Limited:: Summary of Sample AM Candidate’s Skills1. Core Business SkillsOptimal RangeThese are the skills required to establish personal and companycredibility, especially with the customer, but also with suppliers,partners and stakeholders for the purpose of realizing benefitsfrom the relationship. L H2. Engaging the CustomerOptimal RangeThese skills are about generating initial interest from thecustomer in your application, product or service, and startingthe process of creating rapport.L H3. Determining Customer NeedsOptimal RangeThese skills are about probing deeper and further with thecustomer to better understand their needs. This includes skillsin qualifying opportunities and being organized; this is alsoabout optimizing the return from your investment. L H4. Developing the PropositionOptimal RangeThis covers the skills required to technically understand whichof your products and services would best fit the customersneeds and configure your proposition for the customer.L H5. Evidencing the BenefitsOptimal RangeThis covers the skills required to evidence to the customer thebenefit they receive by selecting your product or service,including demonstrating fit to need and why they should buy.L H6. Negotiating and ClosingOptimal RangeThis section covers the skills required to establish the value tothe customer of the benefits, often involving simple financialmetrics and close the deal.L HIndicates that one or more of the candidates stated high priority skills in this group are outside of the expected range for the role.Please see the detailed skills analysis section of this report for more details.
  4. 4. Sample AM Candidate 26 June 2012 Page 4 of 30©SalesAssessment.com Limited:: Detailed Skills Analysis1. Core Business SkillsOptimal RangeThese are the skills required to establish personal andcompany credibility, especially with the customer, but alsowith suppliers, partners and stakeholders for the purpose ofrealizing benefits from the relationship. L H1.1. Learning and dealing with changeSkills InvolvedThis element concerns the ability to learn from newideas and from experience. It also concerns thecapacity to expand the scope of your work and yourabilities in order to incorporate new challenges.This element involves being able to experiment and touse feedback to learn, and requires being able tounderstand and to develop your own ability to learnand to develop the style in which you prefer to learn.The skill is not demonstrable unless you can sharewhat you understand and have learned with others.This is a medium priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to learn from new ideas andexperience, in terms of stretching your own horizons toincorporate new challenges, and also to share what youhave learned. This requires skill in being able tounderstand new concepts, processes and models and toapply them to the business situation. Would you rateyourself as:-The answer given was:You actively seek out and test new ideas and determinewhich ones will add value to yourself, your customers oryour colleagues. You are able to share with those inyour immediate work environment what you’ve learnt.Your answer was significantly lower than expected forthis skill in the selected role. An expected answer couldbe:Known as an innovator able to identify and to interpretcomplex new concepts. You are able to define a newstrategy where there is a potentially significantcustomer or business impact and to communicate iteffectively to the relevant stakeholders.
  5. 5. Sample AM Candidate 26 June 2012 Page 5 of 30©SalesAssessment.com Limited1.2. OrganizingSkills InvolvedThis element concerns the ability to organize people,processes and events in order to deliver results. Itinvolves being able to set objectives, delegateappropriately, organize the required materials,manage detail, integrate diverse activities andobjectives, and create positive outcomes.This element involves being able to explain goals, plan,prioritize, manage conflict and work out new strategieswhere necessary. It also implies the ability to thinkahead, foresight, and establish a position thatmaximizes opportunity and minimizes problems.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to organize people, both yourselfand others, as well as processes and events to deliverresults and create positive outcomes. Would you rateyourself as:-
  6. 6. Sample AM Candidate 26 June 2012 Page 6 of 30©SalesAssessment.com Limited1.3. Problem solvingSkills InvolvedThis element relates to the candidate’s ability to defineand analyze problems. It also relates to their ability toset out priorities, and then evaluate the issues raised.It also relates to their ability to identify or to createpossible solutions.This element requires individual analytical, diagnosticand creative ability, and the ability to use the expertiseof others. The skill involves being able to isolate keyfacts to penetrate to the source of a problem, whilealso understanding how multiple factors contribute tothat problem. This requires logical thought, and alsolateral thinking.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to define and to analyze problemsand then identify or create possible solutions using theexpertise of others when appropriate. Would you rateyourself as:-The answer given was:You are recognized as an expert problem-solver, and youare able to find creative solutions to complex, multi-faceted problems where there is a high business impactfor the organization. You can find solutions even whenthe problems relate to something about which you haveno extensive technical or personal knowledge.Your answer was higher than expected for this skill inthe selected role. An expected answer could be:You know how to define a good solution to problem andlocate the necessary resources to create that solution,even when the problem relates to something aboutwhich you have no extensive technical or personalknowledge or when the problem is complex.
  7. 7. Sample AM Candidate 26 June 2012 Page 7 of 30©SalesAssessment.com Limited1.4. Resilience and follow-throughSkills InvolvedThis element is about being able to demonstrate theresilience, the flexibility and the focus to deliver andinnovate.This element means being able to cope with multiplepressures which conflict with each other. It meansbeing adaptable yet persistent in dealing with deliveryproblems, managing stress, and being committed todelivery. It includes being able to understand the widersituation while also focusing on detail as required. Italso includes being able to cope with ambiguity anduncertainty, to show initiative and drive, and to giveothers confidence in your ability to deliver. It involvesbeing careful and accurate when you follow throughand fulfil delivery requirements.This element is an attribute about behaviour ratherthan a skill. However, it is vital for effective use of‘Delivery & Innovation’ skill in your company. It ispossible to learn techniques to develop this attribute.This is a medium priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your resilience and your flexibility. Consideryour ability to focus in the face of pressures whichconflict with each other. Also consider your persistencewhen you have to deal with problems, and your abilityto manage stress. Would you rate yourself as:-The answer given was:You demonstrate an ability to deliver business-criticaloutputs, even in dynamic, high-pressure environments.Your tenacity and ability to balance complex challengesmeans you are able to deliver solutions which have asignificant customer or business impact.Your answer was higher than expected for this skill inthe selected role. An expected answer could be:Flexible yet persistent even in the face of complex newchallenges. You have previously shown that you are ableto meet timelines and to produce accurate output.
  8. 8. Sample AM Candidate 26 June 2012 Page 8 of 30©SalesAssessment.com Limited1.5. Achieving goals, objectives and targetsSkills InvolvedThis element concerns the ability to recognize specificgoals, objectives and targets and to take all stepsnecessary to achieve them.This element requires a combination of skills. Theseskills include the ability to assimilate and understandthe implications of a set of goals, targets or objectivesand the ability to interpret their significance. Itincludes the ability to model the effects of a change ofone or more parameter, and to question assumptions.This element also requires a basic knowledge ofaccountancy practices and knowledge of financialdrivers.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to achieve objectives, targets, orbusiness or sales goals. Would you rate yourself as:-The answer given was:You are a true expert. Consequently, you are asked torespond to business-critical situations, whenachievement of complex, tough business goals,objectives or targets is paramount.Your answer was higher than expected for this skill inthe selected role. An expected answer could be:You are known for your ability to reliably achievemultiple, complex objectives, targets, business or salesgoals. You are known for being able to do this across abusiness unit, project team or a set of customers.
  9. 9. Sample AM Candidate 26 June 2012 Page 9 of 30©SalesAssessment.com Limited1.6. Self-management and professionalismSkills InvolvedThis element concerns the attribute of being able todemonstrate self-management in the businessenvironment.This element means that you have a businessorientation which guides your behaviour. Because ofthis you demonstrate maturity, integrity, business andcustomer awareness in your work. It also means thatyou demonstrate external sensitivity and businessethics in your work.This element involves motivation to achieve, andmotivation to manage and improve your own skill andperformance. This element is an attribute whichconcerns behaviour. This element is not a skill.However, it is vital for being effective in being able tounderstand and to manage in business in yourcompany. Techniques for developing this attribute canbe learned.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to demonstrate self-managementin the business environment. This means the ability tohave a professional orientation, which guides yourbehaviour. Would you rate yourself as:-The answer given was:You are a true professional. Your maturity, yourmotivation, and your integrity are exemplary. Yourbusiness and customer awareness, external sensitivityand business ethics are seen as a role model for otherpeople.Your answer was higher than expected for this skill inthe selected role. An expected answer could be:You have a well-developed professional attitude to yourown work. You demonstrate external sensitivity. You areclearly aware of the impact of your actions on both thebusiness and customers.
  10. 10. Sample AM Candidate 26 June 2012 Page 10 of 30©SalesAssessment.com Limited2. Engaging the CustomerOptimal RangeThese skills are about generating initial interest from thecustomer in your application, product or service, and startingthe process of creating rapport.L H2.1. CommunicatingSkills InvolvedThis element concerns the ability to conveyinformation and ideas so that others understand themessage.This element involves the ability to express themessage clearly, and to use a range of techniques tohelp others to understand and assimilate theinformation. It involves skills of ‘active listening’ andbeing able to anticipate the responses of audiences. Itinvolves the ability to summarize information and touse language which is familiar and acceptable to theaudience. The audience may be internal or external,and may have a variety of cultural and knowledgebackgrounds.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to communicate information andideas so others understand what you are attempting toexplain or to describe. Consider your ability to uselanguage and style of delivery that are familiar andacceptable to your audience. Would you rate yourselfas:-
  11. 11. Sample AM Candidate 26 June 2012 Page 11 of 30©SalesAssessment.com Limited2.2. Understanding informal decision makingSkills InvolvedThis element involves analyzing the political dynamicsin organizations, developing engagement strategieswith key people, understanding how you and youroffering are perceived, getting to know people,networking, assimilating, exploring, probingdiplomatically, analyzing and interpreting andultimately influencing the outcome.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to understand and engage in theinformal decision-making process within your company,customer or prospect (the political map), to enhanceyour own and your company’s success. Would you rateyourself as:-The answer given was:You have significant understanding and ability in usingthe informal decision-making process. You are able todeploy this as a key tool in your normal selling approach,whether to get things done internally or to win a newpiece of business.Your answer was significantly lower than expected forthis skill in the selected role. An expected answer couldbe:You are recognized for your ability to use the informaldecision-making process to change customer decisionsin your favour, even in situations where a competitor isthe incumbent supplier of choice.2.3. Positioning your offeringSkills InvolvedThis element concerns the effective positioning of yourcompany’s offerings to the customer and the ability toexplain clearly the benefits that would accrue for thecustomer as a result.This element involves being able to engage thecustomer effectively to establish or clarify needs andthe ability to design and develop compelling businessvalue propositions for the customer.This element requires research and analytical skills. Itinvolves being able to understand the value that youroffering creates for the customer’s company. It alsorequires knowledge of industries, markets, customersand competitors, and of the products and capabilitiesof your company.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to position your offering to thecustomer to deliver maximum benefit to the customerand your company. Would you rate yourself as:-
  12. 12. Sample AM Candidate 26 June 2012 Page 12 of 30©SalesAssessment.com Limited2.4. Working creativelySkills InvolvedThis element is about being creative. It is aboutcreativity at any stage of the project life-cycle or in anyaspect of business, including technical, commercial, orrelationship issues.This element requires skills in being able to thinkradically. It requires the ability to use a wide range oftechniques as well as the ability to view work withsome detachment. It requires being able to envisageand imagine. It requires skill in being able to transferand translate experience and knowledge, toextrapolate, to challenge, and to experiment. It alsorequires the ability to link, connect and integrateaspects which are apparently unrelated.This is a medium priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to work creatively at any stage ofthe bid, sales or project life cycle, or to work creativelyin aspects of business that relate to technical,commercial, or relationship issues. Would you rateyourself as:-
  13. 13. Sample AM Candidate 26 June 2012 Page 13 of 30©SalesAssessment.com Limited2.5. Customer engagement over the phoneSkills InvolvedThis requires creativity and vision in linking andmatching needs and offerings and communicationskills in engaging the customer. Other skills requiredinclude persistence and perseverance, confidence andresilience.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to engage customers andprospects over the phone. You do this to initiateconversations with them in order to determine theirlevel of potential interest in your offerings. Would yourate yourself as:-The answer given was:You are seen as an expert in successfully contacting alltypes of customers or prospects by phone. You havedemonstrated consistent ability to reliably determine thepotential level of interest in your offerings as a result ofthese conversations. You may be called upon to set theengagement strategy for new offerings and to trainothers in the most appropriate approach to deploy forsuccess.Your answer was higher than expected for this skill inthe selected role. An expected answer could be:You are regarded as a highly competent initiator oftelephone conversations during which you are able toengage with new or demanding customers or prospectsat senior level. You are able to establish rapport andcommunicate appropriately at this level. You use theopportunity to reliably and accurately determine thepotential level of customer interest in your offerings.2.6. Understanding and responding behaviourally to customer needsSkills InvolvedThis element focuses on the ability to empathize fullywith the other party. It focuses on the ability torespond with your behaviour in order to meet thebusiness and personal needs of the customer. Itfocuses on being able to do this in order to establishtrust and confidence.This element involves understanding and empathy. Italso involves being able to explore attitudes, and beingable to adapt and to match your style and responses.This is a medium priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to understand and to respondbehaviourally to customers to meet their business andpersonal needs. Consider also how you are able to usethis skill in order to establish trust and confidence.Would you rate yourself as:-
  14. 14. Sample AM Candidate 26 June 2012 Page 14 of 30©SalesAssessment.com Limited3. Determining Customer NeedsOptimal RangeThese skills are about probing deeper and further with thecustomer to better understand their needs. This includes skillsin qualifying opportunities and being organized; this is alsoabout optimizing the return from your investment. L H3.1. Analyzing and organizing informationSkills InvolvedThis element concerns the analysis and organization ofinformation such that it can be readily accessed andinterpreted by others. This includes the physicalorganization of soft and hard copy information. Itincludes the organization of material required for apresentation, meeting or document.This element involves being able to search throughinformation. It involves being able to extract,summarize, cross-reference and draw conclusions. Italso entails the collation and presentation ofinformation, such that it is easy to understand andinterpret.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to analyze information andorganize it such that it can be readily accessed andinterpreted by others. This includes the physicalorganization of soft and hard copy information, and theorganization of material required for a presentation,meeting or document. Would you rate yourself as:-The answer given was:Recognized for your excellent analysis and organizationof complex, multi-source data and information. You areable to present this information so that it is readilyunderstood by diverse audiences with differentknowledge bases.Your answer was higher than expected for this skill inthe selected role. An expected answer could be:Able to analyze and collate data and information from avariety of sources. You are able to identify the pertinentelements and present the results clearly as apresentation, document or at a meeting.
  15. 15. Sample AM Candidate 26 June 2012 Page 15 of 30©SalesAssessment.com Limited3.2. Using probing questionsSkills InvolvedThis element requires a combination of skills whichincludes the ability to assimilate the analysis andinterpretation of information in real-time. Additionalskills required include the ability to visualize andcompare the current status against an ideal outcomeand the ability to formulate questions that plug theidentified knowledge gaps.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability in any form of business interactionto maintain a clear picture of the information you haveand to ask probing questions to obtain greater clarity.Would you rate yourself as:-
  16. 16. Sample AM Candidate 26 June 2012 Page 16 of 30©SalesAssessment.com Limited3.3. Understanding the customers organizationSkills InvolvedThis element is about the ability to understand theorganization and power structure of a customer. Itconcerns the ability to understand and utilise theprocesses by which the customer buys, as well as theirother key business processes. It concerns being able tounderstand the capabilities, constraints, values andculture of a customer. This ability is used in order toidentify who to develop relationships with in thecustomer’s organization, to exploit the pattern andprocess by which a customer buys, and to explain thecustomer’s organization to other people.This element requires a combination of skills. Theseskills include the ability to become better acquaintedwith people, to network, and to assimilateinformation. These skills also include being able toexplore, to probe diplomatically, to analyze and tointerpret. This element also requires knowledge ofindustry standards and culture. It requires knowledgeof processes, regulations. It also requires knowledge oftechniques for business and organization analysis.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to understand and to communicatethe customer’s organization, internal power structure,business processes and culture in order to drive yourbusiness success. Would you rate yourself as:-The answer given was:You are well-regarded by senior people in the customer.Their view of you stems from your deep insight into thestrategic intent, organization, business processes andpolitical environment of the customer. You are seen as akey contributor to the future success of the customer’sbusiness.Your answer was higher than expected for this skill inthe selected role. An expected answer could be:You have deep insight into your customers’organization, internal power structure, businessprocesses and culture. You have created goodrelationships across formal and informal networks. Thisencourages the customer to proactively shareinformation relevant to the achievement of mutualbusiness success.
  17. 17. Sample AM Candidate 26 June 2012 Page 17 of 30©SalesAssessment.com Limited3.4. Running structured meetingsSkills InvolvedThis element concerns the ability to prepare for andrun a structured meeting with a customer, orinternally. This meeting may be to diagnose problemsor to find out facts, for example.This element involves being able to choose theappropriate structure and style. It also involves theability to plan, to probe, and to listen. It also involvesinterpretation and explanation.This is a medium priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to prepare and run structuredmeetings. These might be either face-to-face or onlinemeetings. They could be, for example, to diagnose acustomer need, analyze a problem, or to introduce yourcompany. Would you rate yourself as:-3.5. Identifying customer needsSkills InvolvedThis requires a combination of skills in interpreting thecustomers needs and adapting, creating and linkingsolutions in such a way that business value is deliveredto the customer.This is a medium priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to identify the key aspects of eachcustomer’s needs and then to align your offerings tothose needs. You endeavour to create competitiveadvantage for yourself in the process. Would you rateyourself as:-The answer given was:You are seen as an expert in the identification of themost complex customer needs. You are able to matchsuch customer needs to your own offerings. You are ableto use this knowledge and ability in the most complexand ambiguous sales situations in order to createvaluable competitive advantage for your company’sofferings.Your answer was higher than expected for this skill inthe selected role. An expected answer could be:You have demonstrated deep understanding of evenpoorly defined customer needs and the ability to relatesuch needs to your offerings. You are able to exploit andcommunicate this fit to the customer in order to createcompetitive advantage for yourself in most situations.
  18. 18. Sample AM Candidate 26 June 2012 Page 18 of 30©SalesAssessment.com Limited4. Developing the PropositionOptimal RangeThis covers the skills required to technically understandwhich of your products and services would best fit thecustomers needs and configure your proposition for thecustomer. L H4.1. Picking up an understanding of new trends, products & servicesSkills InvolvedThis element involves assimilating and understandingnew technologies, techniques, applications and tools inorder to evaluate and interpret them for yourcompany’s use (both internally and for customers).It requires a ready assimilation and understanding ofnew concepts and a probing and challenging approachto new ideas.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to assimilate and understand newofferings, technologies, techniques, applications andtools, in order to evaluate and interpret them for use byyour customers. Would you rate yourself as:-The answer given was:You seek out new offerings, technologies, tools andtechniques, and are able to evaluate their relevance andpotential even for more complex customerenvironments. You are able to identify and communicatethe added value that could be offered to a customerthrough application of such new developments.Your answer was lower than expected for this skill in theselected role. An expected answer could be:You are widely known for your ability to position thesignificance and business impact of complex emergingofferings, technologies, tools or techniques withincomplex business environments. You are able to do thisin ways that are meaningful at senior level for keycustomers or a group of colleagues.
  19. 19. Sample AM Candidate 26 June 2012 Page 19 of 30©SalesAssessment.com Limited4.2. Initial qualificationSkills InvolvedThis element is about qualification of bestopportunities through assessing the closeness of thematch between customer needs and your offerings.This element involves engaging the customer to testyour assessment of the opportunity. It also involveshaving good knowledge of the company’s capabilityand offerings. It requires analytical skills, creativity andvision in interpreting the nature and dynamics of theopportunity and matching needs to offerings,understanding the value they create for the customer.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to analyze customer opportunitiesand assess their match to your company’s capabilities,testing your assessment with the customer, as part ofan initial qualification. Would you rate yourself as:-4.3. Understanding the competitive landscapeSkills InvolvedThis element involves knowledge of competitors, theirproducts and the strategies they use to marketthemselves. It also involves being able to understandthe impact on your own target customers of thecompetitors’ strategies. It involves an ability toextrapolate this impact to determine likely customerperception.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to research, analyze andunderstand your competitors, including their strengths,their marketing activity, and the way they position theirproducts and services to your prospects and customers.Would you rate yourself as:-The answer given was:You are able to gather and interpret competitor data inthe most complex and competitive markets. You are ableto use this data to help mitigate the impact of thecompetition successfully. Your abilities mean you areasked to assess competitor impact in critical bids anddefine an optimal response.Your answer was higher than expected for this skill inthe selected role. An expected answer could be:Known for your ability to analyze competitive strategyand the way your competitors position themselves. Yourability to gain excellent insight into the competition’spotential impact enables you to suggest ways tomitigate the situation and create competitiveadvantage.
  20. 20. Sample AM Candidate 26 June 2012 Page 20 of 30©SalesAssessment.com Limited4.4. Understanding your company’s marketSkills InvolvedThis element concerns the ability to understand thecompany’s markets. It concerns the ability tounderstand how they work. It concerns the ability tounderstand what the drivers, characteristics andtrends are.This element involves experience in the business. Italso involves knowledge of relevant markets and theability to understand these markets. It involvesknowledge of the customers, the sectors and thecompetitors within these markets. This knowledge isfocussed on attuning the business to the markets.This is a medium priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to understand the markets of yourcompany. Consider your ability to understand howthese markets work and to understand what the drivers,characteristics and trends are. Would you rate yourselfas:-4.5. Designing solutions to meet business needsSkills InvolvedThis element concerns the definition of solutions forcustomers to address a business need and deliver anagreed business result. The solutions would also beexpected to have a business performance, process, ororganizational improvement focus.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to define solutions for customersthat address a business need and deliver an agreedresult. This result will focus on business performance,process or organizational improvement. Would you rateyourself as:-The answer given was:You are able to interpret a complex customer businessneed and create a sophisticated, multi-faceted solutionthat involves numerous stakeholders. You are also ableto convince senior people within the customer of theexpected business improvement.Your answer was higher than expected for this skill inthe selected role. An expected answer could be:You are able to interpret a complex customer businessneed and create a multi-faceted solution. You can thenclearly explain to the customer the competitiveadvantage for their business that will result. However,you may sometimes need support to do this.
  21. 21. Sample AM Candidate 26 June 2012 Page 21 of 30©SalesAssessment.com Limited5. Evidencing the BenefitsOptimal RangeThis covers the skills required to evidence to the customer thebenefit they receive by selecting your product or service,including demonstrating fit to need and why they shouldbuy. L H5.1. PresentingSkills InvolvedThis element concerns the ability to prepare and giveoral presentations in order to generate impact anddeliver a message effectively to audiences of mixedcultural and knowledge backgrounds.This involves the ability to plan, define media conceptsand to grab and stimulate attention. It also involvesbeing able to simplify and clarify and being able tointegrate words, images and behaviour. It involves theuse of examples, analogies and debate and the activeinvolvement of the audience.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to prepare and give oralpresentations in order to generate impact and deliver amessage effectively. Would you rate yourself as:-5.2. Reporting for customers and stakeholdersSkills InvolvedThis element concerns the ability to report on matterssuch as status, performance, events and problems. Itinvolves the ability to report to customers, colleaguesand business partners.It concerns the ability to write well. It particularlyrequires the ability to summarize clearly, and to drawout implications. It requires being able to writepersuasively and with impact. It also requires theability to interpret and integrate diverse aspects. Italso requires the ability to adapt the style of thewriting to the requirements of the audiences.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to write reports on businessmatters to customers, colleagues and business partners.Would you rate yourself as:-
  22. 22. Sample AM Candidate 26 June 2012 Page 22 of 30©SalesAssessment.com Limited5.3. Influencing customer expectationsSkills InvolvedThis element involves the ability to identify andinfluence customer expectations. It involves being ableto enthuse the customer about the business benefitsof a potential project, offering or solution.This element involves being able to test and influence.It involves the ability to express the position of thecompany clearly yet diplomatically, to prioritize issues,and to negotiate.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to establish and to influencecustomer expectations. Would you rate yourself as:-
  23. 23. Sample AM Candidate 26 June 2012 Page 23 of 30©SalesAssessment.com Limited5.4. Networking and liaisingSkills InvolvedThis element is about being able to develop and tomaintain a network of relevant business contacts. It isalso about being able to learn and gain support fromthese contacts. Being able to network includes alltypes of communication, from face-to-face toelectronic. It also includes both highly formal andinformal styles of communication.This element involves being able to plan and toresearch a network of people who can be usefulsources of expertise. It involves being able to sourcecontacts, and to get contacts to make space for youand to listen to you. It involves being able to connectwith new people in different cultures, and with peoplewho are both remote and local. It involves being ableto form teams based on mutual interests and beingable to think in unusual ways.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to develop, to engage and tomaintain a network of relevant business contacts.Consider also your ability to learn or gain support fromthese contacts. Would you rate yourself as:-The answer given was:Able to establish rapport quickly with people you do notknow. You continually attempt to establish networks innew locations or in new areas of business. You have anextensive list of contacts in senior and influential roles.These contacts are from many types of business,locations and cultural backgrounds.Your answer was higher than expected for this skill inthe selected role. An expected answer could be:You have an extensive list of contacts who are well-connected. Some of your contacts are from your owncompany and some are from beyond it. You can askyour contacts to help resolve problems, provideinformation and support in your own area of business.You know how to establish further contacts quickly innew environments when necessary.
  24. 24. Sample AM Candidate 26 June 2012 Page 24 of 30©SalesAssessment.com Limited5.5. Planning activitiesSkills InvolvedThis element concerns the construction of appropriateplans to support project, bid or process-improvements.It involves the identification of critical paths andmilestones to delivery. It involves the ability to sourceappropriate inputs, establish and communicate acoherent plan. It involves being able to explain therationale and assumptions of plans. It involves theability to review and adjust plans as required.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to construct and to communicate awell-structured plan in support of a businessrequirement such as a bid, project or processimprovement. Would you rate yourself as:-5.6. Analyzing and interpreting financial informationSkills InvolvedThis element is about understanding andcommunicating the meaning and implications ofnumerical commercial information. It is thefundamental financial skill, used to understand themost common measures of business performance.This element requires a combination of skills. Theseskills include the assimilation and understanding of theoverall messages and implications of a set of figures,being able to spot anomalies, interpret thesignificance, and link apparently disparate elements.This element also requires knowledge of accountancyconventions and practices, and of financial drivers.This is a medium priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to understand and communicatenumerical commercial information, including commonmeasures of business performance such as a customer’sfinancial accounts. Would you rate yourself as:-
  25. 25. Sample AM Candidate 26 June 2012 Page 25 of 30©SalesAssessment.com Limited6. Negotiating and ClosingOptimal RangeThis section covers the skills required to establish the value tothe customer of the benefits, often involving simple financialmetrics and close the deal.L H6.1. Influencing othersSkills InvolvedThis element concerns the ability to influence otherpeople. It involves persuasion, diplomacy andempathy. This may require candidates to petition,facilitate discussion and negotiate. It involves beingassertive, using active listening, and managing conflictusing a range of styles. It requires candidates todemonstrate cultural awareness in differentenvironments. It also involves showing empathy withothers through being able to understand and torespond to non-verbal signals.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to influence other people throughpersuasion, diplomacy and empathy. This may requireyou to petition, facilitate discussion and negotiate.Would you rate yourself as:-The answer given was:An expert influencer. You are able to deal with the mostcomplex or sensitive problems, situations andrelationships with ease. Your skill in coping withsituations such as cultural differences between a numberof key stakeholders is exceptional. Others see your skillas an example to emulate.Your answer was higher than expected for this skill inthe selected role. An expected answer could be:You are seen as successful in persuading others becauseyou regularly influence ‘the way business is done’.Sometimes you successfully use your diplomatic skills toresolve relationship problems internally or externally.You are able to do this even when you are not familiarwith the individuals or the subject matter involved.
  26. 26. Sample AM Candidate 26 June 2012 Page 26 of 30©SalesAssessment.com Limited6.2. NegotiatingSkills InvolvedThis element concerns the ability to work withcustomers, partners and suppliers towards agreementon a position. It ultimately involves being able to agreea deal which has optimal mutual benefits for allparties.This element requires a combination of skills. Theseinclude the ability to plan, persuade and influence.They include the ability to listen, the anticipation ofthe concerns and thoughts of the other party. Theseskills also include empathy and the use of techniquesto gain commitment from the other party. They alsoinclude the ability to respond to objections and tomanage conflict. This element also involves knowledgeof negotiation and psychological techniques, andknowledge of the business of the other party.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to work with a customer, partneror supplier to achieve a deal which has optimal, mutualbenefits for all parties. Would you rate yourself as:-The answer given was:Fluent in working with ‘hidden agendas’ and highlyskilled in the application of negotiation techniques. Youwould typically be selected to negotiate very complex,senior-level, multi-stakeholder deals of criticalimportance to your company.Your answer was higher than expected for this skill inthe selected role. An expected answer could be:Able to successfully negotiate even complex deals atmain board level. You are able to identify and work with‘hidden agendas’. You quickly earn the trust of allparties.
  27. 27. Sample AM Candidate 26 June 2012 Page 27 of 30©SalesAssessment.com Limited6.3. Advising the customerSkills InvolvedThis element is about guiding the customer throughthe use of consulting techniques. It covers a range ofapproaches from offering information through tomaking recommendations.This element requires a combination of skills. Theseskills include understanding, interpreting, and usingjudgement. They also include selecting approaches,communicating, and using empathy, coaching andinfluencing.This is a medium priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to guide the customer through theuse of consulting techniques, covering a range ofapproaches from offering information to makingrecommendations. Would you rate yourself as:-The answer given was:As a specialist ‘consultant’ you are able to interpret andclearly communicate the most complex informationwhich has been derived from numerous sources. You areable to guide the way in which senior, multi-disciplinaryaudiences think.Your answer was higher than expected for this skill inthe selected role. An expected answer could be:You communicate with all parties when in anengagement which involves a customer, partners andyour own organization. You select appropriate options,and guide the customer to reach a good outcome for allstakeholders.6.4. Testing and challenging assumptionsSkills InvolvedThis element is about identifying assumptions inanything, testing their implications and challengingtheir validity.This element requires skills in identifying rootassumptions, spotting hidden assumptions, linking,interpreting, and modelling, questioning and probing.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to test and challenge assumptionsin business. This involves the ability to identifyassumptions in anything, and then test theirimplications and challenge their validity. Would you rateyourself as:-
  28. 28. Sample AM Candidate 26 June 2012 Page 28 of 30©SalesAssessment.com Limited6.5. Objection handlingSkills InvolvedThis element relates to the ability to respond toobjections. It requires a combination of skills. Theseinclude the ability to understand how your customerperceives your current positioning, and why theyperceive it in this way. These skills also involve theability to re-frame (change) the perception of yourcustomer through the use of metaphor and analogy.This element also requires knowledge of thecustomer’s business and how your competitor’sproducts and services are being positioned.This is a high priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to deal with customer’s objectionsin such a way that it turns them round to a positive andmove further towards agreement. Would you rateyourself as:-
  29. 29. Sample AM Candidate 26 June 2012 Page 29 of 30©SalesAssessment.com Limited6.6. Interpreting and using commercial informationSkills InvolvedThis element concerns the understanding, theinterpretation and the use of commercial information.This information could be in the form of legal orcontractual documentation.This element requires ability to identify the sensitiveand critical issues in an existing or potentialcommercial agreement or proposal. It requires theability to communicate the significance, implicationsand risks to other people. It also involves judicioustreatment of commercial information in businessactivities, which includes understanding how to staywithin the contractual terms. It means understandingwhen and how to push at ambiguous commercialboundaries. It also means understanding how to usecommercial information in negotiations with thirdparties.This is a medium priority skill for this role.Out of range Low Optimal Range High Out of rangeQuestion askedConsider your ability to understand, interpret and usecommercial information. This information could be inthe form of legal or contractual documentation. Wouldyou rate yourself as:-The answer given was:You are an expert in the interpretation and use ofcomplex commercial information. This means that youare able to lead sensitive contract negotiations and todo this when the agreement is of high value and whenthe terms are very demanding of the capabilities of yourcompany.Your answer was higher than expected for this skill inthe selected role. An expected answer could be:You have expertise in the use of commercial informationin negotiations with third parties. This enables you todeal with difficult contractual situations. In this contextyou are able to successfully communicate thesignificance, implications and risks to others. You alsounderstand when and how to challenge ambiguouscommercial boundaries.
  30. 30. :: About This ReportThis report was generated using information from the SalesAssessment.com Sales Talent Assessment SkillsQuestionnaire. It was generated from the results of a questionnaire answered by the respondent and substantiallyreflects the answers provided by them. Due consideration must be given to the subjective nature of questionnaire-based ratings in the interpretation of this data.The information contained in this report should only be used for assessing the candidate for the role specified on thecover of this report. The results should be used as one component of the decision-making process and placed incontext with data from interviews, background reviews and other appropriate sources. Where information containedin this report contradicts the findings from any of these other sources, then further investigation is recommended.SalesAssessment.com Limited and its associated companies cannot guarantee that the contents of this report are theunchanged output of the computer system. We accept no liability (including negligence) for the consequences of usingthis report and the data contained herein.Account Manager Report: 4.0© SalesAssessment.com Limited 2011www.salesassessment.comThis report has been produced by SalesAssessment.com Limited for the benefit of its client and containsSalesAssessment.com intellectual property. As such, SalesAssessment.com permits their client to reproduce,distribute, amend and store this report for their internal and non-commercial use only. All other rights ofSalesAssessment.com are reserved.

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