PRACTICAL SPOKEN AND WRITTEN ENGLISH FOR FUTURE PROFESSIONALS

Telephone Conversation Rubrics

Name: Student No.:

Name: Student No.:
Faculty Name: Ms. Diana Christine S. Limbo Date of Examination:
Section: Schedule (Time/Day) :

Telephone Conversation Rubric

Above and Beyond
Poor Fair Good
10pts Demonstrates complete
3 pts Show no understanding of the 5 pts Shows little understanding of the 8 pts Show good understanding of the
understanding of the competency.
competency or does not demonstrate competency or demonstrates very few competency. Demonstrates appropriate
Demonstrates all appropriate
the action/task actions actions/tasks
actions/tasks
Greeting Poor Fair Good Above and Beyond
10points How was the caller
greeted? Student A does not identify himself Limited greeting. None enthusiastic Clearly identify the Student A is enthusiastic and has a
and/or the company or department. company/department and the CSRs positive attitude
Student B feels as if they are name.
interrupting the Student A The caller feels that the call is
welcomed

Caller Identification Poor Fair Good Above and Beyond

10 points Caller must be properly
identified Does not ID the caller or only has one Has at least two ID criteria but does not Follows three ID criteria. Is able to ID the caller with all three ID
ID criteria have three ID criteria criteria in a seamless manner to the
caller.

Tone Poor Fair Good Above and Beyond

10 points Voice tone and inflection
Monotone Pace to too rapid or too slow. CSR is Pleasant phone voice. Good steady rate Clear and understandable. Pleasant,
Unenthusiastic difficult to understand of speech. Clear and understandable. cheerful tone.
not positive
Sounds annoyed or distracted

Effective Listening Poor Fair Good Above and Beyond

10 points Ability to listen to the
caller and identify their need
Unable to determine the callers question Able to identify part of the callers Paraphrasing Paraphrasing and questions are used
or issue question or issue Asking Questions appropriately and not over used.
Concentrate on what the caller is Quickly and efficiently identifies the
saying callers question or issue to the caller.

“When you’re scared but you do it anyway, that’s brave.” Neil Gaiman, Caroline
Page 1 of 2 pages

Close
10 points The close of the call
should wrap up the call
Total 50 points
PRACTICAL SPOKEN AND WRITTEN ENGLISH FOR FUTURE PROFESSIONALS
Telephone Conversation Rubrics
Poor Fair Good Above and Beyond
No close to the call Uses a closing such as "Thank you for Uses phrase such as "Is there anything Closes call with a restating of actions to
Hangs up without using a closing phrase calling" or "Have a nice day" but does else I can assist you with today". Uses a be taken by Student A, offers
such as "Than you for calling" or "Have not offer additional assistance closing such as "Thank you for calling" suggestions of other services, Uses
a nice day" or "Have a nice day" phrase such as "Is there anything else I
can assist you with today". Uses a
closing such as "Thank you for calling"
or "Have a nice day"
“When you’re scared but you do it anyway, that’s brave.” Neil Gaiman, Caroline
Page 2 of 2 pages