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iRubric: Role Playing Scenarios rubric

iRubric: Role Playing Scenarios rubric

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Role Playing Scenarios 
The learner will role play through four scenarios from start to finish of the call. The learner will be partnered with another in the class to complete the roll-plays. Each group of 2 will have 30 minutes to complete all four scenarios in front of the class.
Rubric Code: HXBXBXB
By ms_stephc910
Ready to use
Public Rubric
Subject: Communication  
Type: Assessment  
Grade Levels: Undergraduate, Graduate

Powered by iRubric Performance Assessment
This rubric will be utilized to determine the learners level of performance in completing each requirement on the call.
  Signature Greeting

The learner has an upbeat tone and greets the customer with their own branded, signature greeting.

1 pts

Restate/Relate/Concern/Empathy

The learner restates the customers situation to ensure they have a complete understanding. The learner relates to the customers situation and responds with a concern statement.

2 pts

Probing Questions

The learners asks appropriate probing questions to ensure complete understanding of the customers situation. Asking appropriate questions will help the learner get to the root cause of the customers concern and will provide the best options for resolution.

2 pts

Use of Tools

The learner uses the appropriate tools to address the customers concerns.

2 pts

Advise Disclosures

The learner provides the customer with all necessary disclosures to ensure full transparency and understanding.

2 pts

Signature Closing

The learner has an upbeat tone, and ends the call with their own branded, signature closing.

1 pts

Distinguished

Signature Greeting

The learner meets all of the requirements of the signature greeting. They have an upbeat tone, eagerness to help, use a branded signature greeting at the onset of the call.
Restate/Relate/Concern/Empathy

The learner meets all of the requirements of the behavior. The learner restates the customers concern to ensure they have a complete understanding of why the customer is calling. They learner uses a relate statements build rapport and trust with the customer. The learner layers empathy and concern throughout the call where appropriate.
Probing Questions

The learner meets all of the requirements of the behavior. All of the probing questions asked were relevant to the customers reason for calling. Because of asking the customer relevant probing questions, the learner was able to quickly determine the root cause of the customers concern.
Use of Tools

The learner meets all of the requirements of the behavior. The learner pulls up all of the necessary systems to assist the customer. The learner utilizes the database to ensure they are giving the customer accurate information and completing any necessary processes correctly and successfully. The learner utilizes the device diagnostics tool correctly for the situation and uses it efficiently.
Advise Disclosures

The learner meets all of the requirements of the behavior. The learner uses the database to provide the customer with any relevant disclosures (i.e. promotions, self-help, making any requested changes, etc.). The learner checks for the customers understanding throughout the call to ensure everything is clear.
Signature Closing

The learner meets all of the requirements of the signature closing. They have an upbeat tone and thank the customer for their loyalty and the opportunity to assist. They advise the customer of their community hours and send the customer their personal guarantee via text.
Proficient

Signature Greeting

The learner meets all but one requirement of the behavior.
Restate/Relate/Concern/Empathy

The learner meets all but one requirement of the behavior. Better rapport and trust could have been built to ensure a better customer experience. Learner exhibits some empathy sporadically throughout the call.
Probing Questions

The learner meets requirements with the exception of one irrelevant probing question.
Use of Tools

The learner utilizes all but one of their tools consistently. This can impact efficiency and accuracy during the call.
Advise Disclosures

The learner a few disclosures but only check for understanding once or twice throughout the call.
Signature Closing

The learner meets all but one requirement of the behavior.
Basic

Signature Greeting

The learner greets the customer with a basic introduction. It's branded but there is no signature greeting from the learner.
Restate/Relate/Concern/Empathy

The learner misses 2 of the behavior requirements. Provides concern and empathy statements in inappropriate places.
Probing Questions

The learner asks 2-3 irrelevant probing questions. The less relevant the question, the less likely to find the correct resolution.
Use of Tools

The learner utilizes all but two of their tools. The learners utilization of tools is not consistent.
Advise Disclosures

The learner provides a couple of the disclosures. The learner only checks for understanding at the end of the call.
Signature Closing

The learner ends the call with a basic closing. It's branded but there is no signature closing from the learner.
Below Expectations

Signature Greeting

The learner greets the customer with a generic introduction. There is no branding and signature greeting from the learner.
Restate/Relate/Concern/Empathy

The learner uses generic relate and concern statements. Exhibits generic empathy inconsistently. The customer seems reluctant to trust the learner.
Probing Questions

All of the probing questions asked by the learner are irrelevant. The learner is unable to efficiently locate the information needed to resolve the customers issue.
Use of Tools

The learner uses only one of their available tools or uses one inappropriate when it's not needed.
Advise Disclosures

The learner provides the customer with the most 1 or two of the most basic disclosures. The learner never checks for clear understanding.
Signature Closing

The learner closes the call with no branding and a generic closing.
Non-Performance

Signature Greeting

The behavior is non-existent.
Restate/Relate/Concern/Empathy

The behavior is non-existent.
Probing Questions

The behavior is non-existent.
Use of Tools

The behavior is non-existent.
Advise Disclosures

The behavior is non-existent.
Signature Closing

The behavior is non-existent.




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