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Behavioural competencies - Essay Example

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In carrying out the task of drafting a competency framework for Senior Sales Assistant of Senior Sales Assistant, I considered the two critically important areas for the job, namely, sales volume and relations with customers. Given these two criteria I though that the ideal…
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Behavioural competencies
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Download file to see previous pages he competencies of customer focus, effective communication, interpersonal effectiveness, and relationship management to reflect the need to deal with customers in an exceptional manner. I have made the competencies as ‘generic’ as possible so that they cut across functions.
Listed in the following sections are the competencies, with each having a definition and behavioural indicators for each level. The four levels are sound understanding, working knowledge, can do, and mastery and expertise. For the Senior Sales Assistant, the required level for all competencies is pegged at 3 (Can Do level).
A strong drive and/or bias for producing results based on a high standard of excellence. These standards may be one’s own past performance (striving for improvement); an objective and tested measure (best practice); delivering responsive and empathic service (customer focus); or improving what anyone has ever done (innovation). Unique accomplishments and achieving performance objectives also indicate this competency.
The ability to demonstrate and display self-direction or self-motivation. This includes the ability to maintain active personal energy and interest in learning as well as displaying dynamism and balance while engaging in ongoing personal development. This includes the ability to act as a role model demonstrating accountability, integrity, professional competence and trust and the ability to act in accordance to the highest standards of business ethics and protocols of the organisation.
The genuine desire and ability to anticipate, understand, meet or exceed the needs of internal and external customers. This includes seeking first-hand information from customers, using own technical knowledge and consulting skill to go beyond customers expressed needs as well as taking personal responsibility for continuously raising the standard of customer service.
The ability to actively listen, understand and respond appropriately when interacting with individuals ...Download file to see next pagesRead More
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