MKTG 2203: Improving Listening Skills - Winter 2019

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Name:________________________________________________ TR_____
MKTG 2203: Selling and the Customer Experience
Assignment #1: Improving your Listening Skills*This sheet must be completed and must be attached to
your assignment
Using the content of “Chapter 4: Listening to the Customer “
1) Complete the self-assessment found on page 128 Figure 5.4 of the text book.
2) Use the attached chart to document your key finding for each of these categories.
My Listening Strengths My Areas for Improvement
Letting the speaker finish
Asking follow up questions Matching the tone of voice
Seeming engaged Reflecting back to the speaker
Giving more time to listening
My Top 3 Items needing my
attention
People who can help me grow
and develop these items
Feedback from others in areas I
need to improve
Letting the speaker finish My friends
Reflecting back to the speaker
Matching the tone of voice My mentor
Anticipating negative feedback
Giving more time to listening My family
Gathering more consumer
information
MKTG 2203 Winter 2019 (DH)

3) On a separate page write about your assessment results and determine how you can create a
personal action plan for addressing at least 3 areas needing improvement. This needs to be a
minimum of 250 words typed, no more than a 10 pt. font, double spaced and attached to this
assignment.
From your list, choose 2 or 3 items that you think need the most attention and comment on
how by improving them it will positively impact your listening skills.
Area of Improvement Description Actions Required
Letting the speaker finish I have noticed through the
assessment that I have a
tendency to interpret the
speaker in between the
conversation in order to reflect
my understanding. This habit
reduces the effectiveness and
efficiency of the conversation.
Interpreting the speaker also
leads to dismantle of
information and may result in
missing of essential details
provided by the consumers.
I require to peaceful listen to the
consumer and develop my
understanding while the
conversation is still going on.
This will create possibilities for
me to understand the details of
the conversation clearly. I apply
the strategy of open end
questioning to collect the
relevant information as it
ensures for covering all the
required details.
Matching the tone of voice I also lack the ability to match
the tone of voice with my
I require practicing effective
communication with matching
MKTG 2203 Winter 2019 (DH)

speaker. It hinders the process of
effective communication.
my tone levels to the speaker.
Giving more time to listening I also require providing with
more time towards listening and
stop talking in between the
conversation. I have the
tendency to keep talking and
interrupting the consumer with
my questions. This often leads to
confusion and congestion
between the understating of me
and my speaker.
I have to practice to show
empathy and willingness to
listen to the consumers. I require
listening for the concepts and
openly listening to the
consumers. Reducing the
barriers in listening also aids in
increasing the listening power.
MKTG 2203 Winter 2019 (DH)

Assignment #1 Rubric
1) Clear Comprehension of “Chapter 4: Listening to the Customer” content and
any relevant concepts covered so far in the semester as evident in their
response /5
2) Shows evidence of understanding a sales person’s role impacting the
customer experience through excellent listening skills.
Learner provides evidence of original thought and critical thinking in their
response specifically as it relates to their self-assessment results.
Learner shows self-awareness and sincere thoughts on their action plan
/10
3) Fewer than 5 Spelling, Syntax, and Grammatical errors. Easily followed by
reader.
***More than 5 errors will result in 0 for this portion of your assignment*** /10
Total:
/25
Comments:
MKTG 2203 Winter 2019 (DH)