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114 COMPETENCY-BASED QUESTIONS AND ANSWERS

municate in real time. I split the agents into two categories: one group dealt
with phone inquiries and the other was trained in chat communications.

Result: The solution shortened the sales cycle. An added benefit was

that the software tracked the Web pages visitors read and how long they
spent on each page. I used the new intelligence to revamp the content of our
pages to include an assertive sales pitch that went for the close.

Strategic Planning

Strategic planning serves as a vehicle for a company’s calculated growth.
Interviewers will gauge the steps you take to develop an action plan that
will take an organization from A to Z.

Career Values and Key Behaviors

A. Creates a roadmap. Develops and implements calculated procedures for success.
Example: _________________________________________________________
________________________________________________________________
________________________________________________________________

B. Does SWOT analysis. Identifies Strengths, Weaknesses, Opportunities, and
Threats when determining what measures to use in solving a problem.
Example: _________________________________________________________
________________________________________________________________
________________________________________________________________

C. Develops relationships. Cultivates and nurtures strategic partnerships to open
new channels of business.
Example: _________________________________________________________
________________________________________________________________
________________________________________________________________

D. Defines projects. Develops a clear, purposeful game plan.

American Management Association
www.amanet.org