Emotional intelligence is the ability to sense, correctly interpret, and effectively use emotional signals or clues in a social situation. For sales professionals, one of the most important traits that they should develop is emotional intelligence. For example, sensing when a pitch is working, identifying a truly interested customer, or intuiting a better approach to inspire a potential client about a product.
Without going down a scientific literature rabbit hole, the body of available research shows that emotional intelligence predicts job performance, job success and it does so even when you are measuring cognitive ability and personality.
This relationship between performance and emotional intelligence is critical in roles, like sales, which require the employee to understand and respond correctly to emotional and social cues. They must do this in order to convince customers to purchase a product or service.
This relationship between performance and emotional intelligence is crucial in roles, like sales or customer support. Therefore, being able to determine whether a candidate, for a sales role, will bring with them the sales-related emotional intelligence you are looking for, is important and there are several methods to do so:
While each of these methods has many strengths, each also has (at least) one significant disadvantage you should consider when building a selection process:
So, what should you do? Well, I have always been a big fan of combining multiple approaches to triangulate the exact level of emotional intelligence a candidate has. Specifically, I would try and account for the disadvantages of assessment approaches by using multiple pieces of information to bolster their shortcomings. So, if I was building emotional intelligence assessments for a sales role in your organization, here is what I would do:
I would primarily focus on the candidate’s interview answers, and I would compare those with the candidate’s self-ratings to see how well they compare. If they don’t, that suggests that a candidate might under-estimate or overestimate their ability. Both of these can tell the recruiting team and the sales manager something about that candidate (and whether or not they have been misrepresenting themselves in other ways during the hiring process).
Emotional intelligence matters for job performance, especially for jobs in sales or customer support. Adding emotional intelligence to the list of competencies you hire for, can help you hire effectively. While hiring for emotional intelligence is challenging, using a multi-method approach will give you greater confidence that your new sales hires have the instincts and understanding needed to succeed.
Are you looking for some example interview questions you can use to add structure to your hiring process? Click here.
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