1. What selection methods did Bob Dolan use for hiring salespeople? Did he go about using these methods in the best order? What, if anything, would you change about the order of the methods used?

2. What were the advantages to Kinaxis of using personality tests to help select sales representatives? What were the disadvantages?

3. Given the information gathered from the selection methods, what process did Dolan use to make his selection decision? What improvements can you recommend to this process for decisions to hire sales reps in the future?

Kinaxis Chooses Sales Reps with Personality Kinaxis, a software company headquartered in Ottawa, He started by reviewing the rsums against job requireOntario, sells to clients around the world. Its specialty is soft- ments and selected 20 candidates for a first round of ware for supply chain management-all the processes and rela- interviews. The interview process helped Dolan cut the list tionships through which companies obtain supplies as needed of candidates in half, so he needed another way to narrow and get their products to customers on time and at minimal his options. cost. This is a sophisticated type of product, tailored to a com- Dolan decided his next step would be personality testing. pany's specific needs. Therefore, Kinaxis depends on sales- He hired a firm called Opus Productivity Solutions to adminpeople who understand how businesses work, who listen ister a test called PDP ProScan to the remaining 10 candicarefully to identify needs, and who provide excellent cus- dates. In addition, Dolan himself took the test and had his tomer service to maintain long-term business relationships. current sales rep do the same. The existing salesperson was Recently, Bob Dolan, vice president for sales at Kinaxis, doing an excellent job, so the results of his test could help needed to hire a sales team to serve clients in North Dolan and Opus pinpoint the characteristics of someone America. The company had just one salesperson serving the likely to succeed in sales at Kinaxis. Based on analysis of all continent, and Dolan wanted to add four more. He received the results, Opus created a benchmark of traits associated about 100 rsums and wanted to select from these. with success in the job. Representatives from Opus also discussed the test results enough coaching, but in fact, the sales rep sometimes behaved with each candidate, giving each one a chance to disagree impatiently, annoying prospects. After three years of trying to with the scores. No one did. Dolan observed that all the can- help him grow into the job, Dolan laid him off. didates scored high in assertiveness and extroversion-not The company's commitment to careful selection is surprising for people in sales. In addition, two of them scored expressed on its website: "As a growing and determined comabove the benchmark in conformity and below the bench- pany, we're always looking for people eager to push the limits mark in dominance. Those results suggested to Dolan that of each day of what's possible." Kinaxis was recently named these candidates might be so eager to please that they would one of Canada's top employers for young people. be quick to give in to whatever customers requested-a pattern that could become costly for the company. Dolan elimiQUESTIONS nated those two candidates. 1. What selection methods did Bob Dolan use for hiring That meant Dolan still had eight candidates to fill four salespeople? Did he go about using these methods in the positions. He asked each one to give him the names of major best order? What, if anything, would you change about the accounts he or she had signed up in the previous two years. order of the methods used? Four candidates were able to come up with three or four large 2. What were the advantages to Kinaxis of using personality clients. Those were the candidates Dolan hired. tests to help select sales representatives? What were the Since then, Dolan says his experience with personality disadvantages? testing has only reinforced his belief that this selection 3. Given the information gathered from the selection methmethod helps Kinaxis identify the best candidates. For exam- ods, what process did Dolan use to make his selection ple, one sales rep had scored low on "pace," indicating that decision? What improvements can you recommend to this the individual might lack the patience needed for the slow process for decisions to hire sales reps in the future? cycles required to close a sale of a complex software system. SOURCES: Susan Greco, "Personality Testing for Sales Recruits," Inc., March 1, Dolan hoped the issue could be overcome if he provided 2009; Kinaxis website, Corporate Overview and Careers pages, www.kinaxis.com