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iRubric: Holistic Rubric for Customer Experience Simulation

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Holistic Rubric for Customer Experience Simulation 
Rubric Code: H25X54B
By StephanES
Ready to use
Public Rubric
Subject: Business  
Type: Assessment  
Grade Levels: (none)

Powered by iRubric Performance Level
  Criteria 1: Opening and Rapport

2 pts

Criteria 2: Discovery Questions

3 pts

Criteria 3: Product Alignment

2 pts

Criteria 4:Objection Handling/Close

3 pts

Distinguished

Criteria 1: Opening and Rapport

Opens with confidence, builds rapport naturally, and uncovers the purpose of the visit.
Criteria 2: Discovery Questions

Uses a variety of open-ended, purposeful questions that uncover both stated and unstated customer needs.
Criteria 3: Product Alignment

Offers a product that perfectly aligns with customer needs; explains features and benefits fluently.
Criteria 4:Objection Handling/Close

Anticipates objections and addresses them effectively while confidently guiding the customer toward a decision.
Proficient

Criteria 1: Opening and Rapport

Opens clearly and builds rapport with some ease.
Criteria 2: Discovery Questions

Uses mostly open-ended questions that uncover most customer needs.
Criteria 3: Product Alignment

Suggests a product that meets primary needs and explains the benefits adequately
Criteria 4:Objection Handling/Close

Handles objections well and attempts to close with reasonable success.
Basic

Criteria 1: Opening and Rapport

Provides a general opening with minimal rapport
Criteria 2: Discovery Questions

Uses a mix of open and closed questions; misses some key areas of need
Criteria 3: Product Alignment

Suggests a somewhat relevant product; benefit explanation is unclear
Criteria 4:Objection Handling/Close

Struggles to handle objections and lacks confidence in closing
Below Expectations

Criteria 1: Opening and Rapport

Unclear or awkward opening; rapport is lacking.
Criteria 2: Discovery Questions

Uses mostly closed or leading questions; limited discovery.
Criteria 3: Product Alignment

Recommends an ill-fitting product or omits benefit explanation.
Criteria 4:Objection Handling/Close

Does not effectively respond to objections or guide toward a close.
No Performance

Criteria 1: Opening and Rapport

No clear opening or purpose; fails to build rapport
Criteria 2: Discovery Questions

Fails to ask questions or only asks scripted questions with no follow-up
Criteria 3: Product Alignment

No product recommendation or entirely incorrect match
Criteria 4:Objection Handling/Close

Avoids objections or ends the conversation abruptly without closure.




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