iRubric: MKT103 Selling - Resolving Complaints rubric

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MKT103 Selling - Resolving Complaints MKT103 Selling - Resistant Buyers Assignment Rubric Code: S24WW87 By julieellenprice Ready to use Public Rubric Subject: Communication Type: Assignment Grade Levels: Undergraduate

Resolving Complaints
	Poor (N/A)	Fair (N/A)	Good (N/A)	Excellent (N/A)
Step 1	Poor student did not analyze or discuss effectively the impact on the sales relationship 5 points	Fair student minimally discussed and analyzed the situation and the impact on the sales relationship 10 points	Good student discussed and analyzed the situation without discussing longterm impact 15 points	Excellent student discussed and analyzed the situation and effectively discussed longterm impact 20 points
Step 2	Poor student reacted to some comments in discussion but did not note mistakes made 10 points	Fair student reacted to comments in discussion but did not note all of the mistakes made by salesperson 20 points	Good student discussed reactions to most comments in discussion and noted what mistakes were made by salesperson. 30 points	Excellent student discussed reactions to all comments in discussion and clearly discussed what mistakes were made by the salesperson. 40 points
Step 3	Poor student rewrote only parts of the dialogue showing minimal effort to save relationship 10 points	Fair student rewrote parts of the dialogue showing minimal effort to save relationship 20 points	Good student rewrote dialogue repairing conversation somewhat attempting to save the relationship and establish trust 30 points	Excellent student rewrote dialogue repairing conversation successfully saving the relationship and establishing trust 40 points