Before a customer advocate can become a “Dialogue” customer advocate they must perform on specific ability testing’s.

Behavioral Interviewing (STAR)

Behavioral Interviewing focused on experiences, behaviors, knowledge, skills and abilities that are job related. This interview process works differently than traditional interview questioning as it is much more probing to predetermine which skills are necessary for the job for which they are looking and then ask very pointed questions to determine if the candidate possesses those skills. The basic premise behind behavioral interviewing is this: the most accurate predictor of future performance is past performance in a similar situation.
The questions in the STAR method are based on the following catergories:

• Situation: give an example of a situation you were involved in that resulted in a positive outcome
• Task: describe the tasks involved in that situation
• Action: talk about the various actions involved in the situation’s task
• Results: what results directly followed because of your actions

Language Skills

Customer advocates must be able to read and interpret material such as operating procedures, general instructions, and scripting documents. Additionally, they must be able to write routine reports, document correspondence, speak effectively, and exercise a consultative sales approach.

Reasoning Ability

Customer advocates must be able to apply common sense and acute understanding when carrying out written or oral instructions. They also must be able to deal with problems involving multiple variables in standardized situations.

Sales Advocate General Testing Criteria

• Ability to work independently with minimal supervision
• Proficient computer and Internet skills
• Strong verbal communication skills
• Prior customer sales experience
• Customer satisfaction orientation
• Higher education
• High quality work ethic
• Pleasant and professional phone manner

As part of the hiring process, customer advocates take part in an orientation that emphasizes the realistic aspects of the job as well as the enjoyment derived from benefits and privileges. Based on interest level and qualifications, applicants may then be called back for additional interviews at group levels and then potentially on individual levels. If the candidate is successful, Human Resources will make an offer of employment. The new hire will then participate in a customized training program and possibly additional coaching and preparation before customer call handling is allowed.