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iRubric: Customer Needs Analysis rubric

iRubric: Customer Needs Analysis rubric

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Customer Needs Analysis 
Customer Needs Analysis
Learners within the company sales organization will explore auto coverages by exploring the company website. To assess their performance in attributing the correct coverage to the correct risk or claim, the learner will participate in a simulated customer call and complete a customer insurance needs analysis that addresses customer’s needs.
Rubric Code: JX65AA6
By RShep2000
Ready to use
Public Rubric
Subject: Business  
Type: Assessment  
Grade Levels: Undergraduate, Graduate, Post Graduate

Powered by iRubric Customer Needs Analysis
  Did not meet

0 pts

Partially Met

2 pts

Met

3 pts

Exceeded

4 pts

Explore and address customer needs

Did not meet

Did not explore or address customer needs. Only asked questions pertaining to the quote.
Partially Met

Partically explored the customer's needs using some open-ended questions. Asked less than 50% of the questions off the form.
Met

Sufficiently explored the customer's needs using predominently open-ended questions. Asked over 75% of the questions off the form.
Exceeded

Thoroughly explored the customer's needs using an effective mix of open-ended questions and close-ended questions. Asked all of the questions off the form and additional questions based on need.
Educate Customer

Did not meet

Did not tell the customer about the quote coverage, features or benefits.
Partially Met

Told the customer of their insurance needs. Partially explained the different types of insurance options but did not provide a comparison of the products.
Met

Occasionally educated the customer on their insurance needs. Sufficiently explained the different types of insurance options and compared products.
Exceeded

Continuously educated the customer on their true insurance needs. Thoroughly explained the different types of insurance options and compared products.
Presented Solutions

Did not meet

Did not present customer with solutions. Only provided a laundry list of all products and features.
Partially Met

Demonstrated solutions meet some of the customer's needs but did not uncover possible unforeseen needs.
Met

Sufficiently demonstrated solutions meet the customer's needs and occasionally uncovered possible unforeseen needs.
Exceeded

Thoroughly demonstrated solutions meet the customer's needs and uncovered possible unforeseen needs.
Address Concerns

Did not meet

Ignored customer's questions and continued discussing the quote; disregardng customer concerns.
Partially Met

When the customer raised a concern, asked a few questions, only some of which addressed customer’s concern. Listened, but did not acknowledge the question or express empathy with the customer.
Met

When the customer raised a concern, asked some questions to understand the customer’s concern. Listened, but either did not acknowledge the question or express empathy with the customer.
Exceeded

When the customer raised a concern, asked complete questions to understand the customer’s concern. Thoroughly listened, acknowledged, and expressed empathy with the customer.
Value of Company and Sales Rep

Did not meet

Did not discuss the company or themselves. Jumped into sales discussion prematurely.
Partially Met

Explained the products sold by the company, did not differentiate the company or the rep’s value as a professional. Did provide customer contact information.
Met

Explained the history and financial strength of the company and provided resume of experience as an insurance professional.
Exceeded

Summarized in the company brand and how the rep’s value, as an insurance professional, benefits the customer.



Keywords:
  • Sales, customer, needs

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