Warmth:
A genuine interest in others as opposed to an interest
in ideas or one's self interest. Warm people (may be extraverted
or introverted) enjoy establishing more meaningful/positive
relationships with others (opposed to "what can you do
for me").
Extravert:
A natural inclination to move out into the social world,
interact with others and in general enjoy socialization.
Not all socialization is productive in a business sense.
Indeed, objectives must be established to guide extraverted
behavior toward results.
Agreeable:
Some people love debate and discourse while others enjoy
achieving harmony and equanimity. The agreeable person will
often compromise their self interest in an effort to meet
the needs of others. This is not always a welcome trait
in sales but is highly appreciated in customer service and
usually forges a positive relationship.
Self-Sufficiency:
This is a person who can be extraverted (looks highly
social) but they are very focused on meeting their
own needs and doing things in their own way, even
at the expense of a positive relationship. The extraverted
and self-sufficient person is more than likely to
impose their own needs first when interacting with
others rather than to listen to the needs of the customer.
Relating
Dynamic:
This person is motivated (derives their self-esteem)
by helping and giving to others, and measures their
sense of self-worth based upon their ability to help
others. This person is often not very effective in
sales but is very effective in customer service.
Self-Conscious:
This is a negative in customer relations. This person potentially looks like a strong customer service type but is so concerned about what others think and their internal fear of making mistakes that they often cannot meet anyone's needs in an ambiguous social setting. As this score increases the person becomes less effective at meeting the needs of others and concentrates on their own concerns.
Friendly:
While extraverts move into the social world, many are interested in exercising social control (sales) or meeting their own needs. Friendly people on the other hand derive satisfaction from the social process (e.g., helping others) itself and are not always driven by an end (e.g., make the sale). In addition, the friendly person is more likely to take the customer's agenda as the defining aspect of the relationship and feel accomplishment if they can meet that stated need.
