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Report For Yazel Medina at Boston Crossing

Report For Yazel Medina at Boston Crossing

0%
Current Score
58.97%
Average Score
  • 38%
    1-28-2019
  • 78%
    04-30-2019
  • 61%
    7-9-2019
  • 25%50%75%100%

Performance Evaluations

Telephone Greeting

  • Was the greeting friendly and professional?Yes5/5
  • Was the phone call initiated with the name of the property?Yes5/5
  • Did the leasing consultant introduce themselves by name?Yes5/5
  • Did the leasing consultant ask you for your name?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Yazel answered the phone by introducing the community and herself. She was friendly and professional throughout the phone call. She asked for my first and last name and then she asked me when I was looking to move. I told her that I needed to move in the next 30 days.

Telephone Qualifying

  • Did the leasing consultant identify the apartment size needed?Yes3/3
  • Did the leasing consultant identify the date of need?Yes3/3
  • Did the leasing consultant ask the number of occupants?No0/2
  • Did the leasing consultant qualify for pets?No0/2
  • Did the leasing consultant identify your reason for moving?No0/1
  • Did the leasing consultant ask how you heard of the property?No0/2
  •  Total: 6/13
    6
    46.15

Comment (You must provide a brief summary under each category. This section is mandatory.):

Yazel asked me for the apartment size that I was looking for which was a one or two bedroom depending upon size and price. She also asked me how soon I would be moving. I told her that I needed to move in the next 30 days. Yazel did not ask for the number of occupants or pets nor my reason for moving. Yazel did not ask how I heard about the community.

Telephone Discovery

  • Did the leasing consultant ask if it would be okay if they asked you a few more questions to help find you the best home?No0/5
  • Did the leasing consultant ask you what features are most important to you in your apartment home?No0/5
  • Did the leasing consultant ask what features/amenities are important to you in your community?No0/5
  • Did the leasing consultant ask if you had looked at the community online?No0/5
  • If you were asked whether you had looked at the community online, did they ask if there were specific floor plans and features/amenities that interested you?No0/5
  • Did the leasing consultant ask if you had a preference in location (for example: floor level, view, sunlight, etc.) for your apartment home?No0/5
  • Did the leasing consultant ask what interests you about the local area?No0/5
  • Did the leasing consultant ask you "what else" or encourage you to expand on any of your answers?No0/5
  •  Total: 0/40
    0
    0

Phone Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

After Yazel asked me for the apartment size I had in mind and my move date she did not ask me any additional discovery questions. Instead, she asked me when I would like to come in for a visit and we set an appointment for later that same afternoon.

Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.Yes5/5
  • If the price was quoted, were you asked, "How does that fit with what you were looking to pay? Is it a similar price?" If the price was not mentioned, please answer NA. No0/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.Yes3/3
  •  Total: 8/10
    8
    80

Comment (You must provide a brief summary under each category. This section is mandatory.):

Yazel quoted prices for one and two bedroom apartments after she asked me for the apartment sizes I was interested in. She did not ask if the prices were in my budget range. She also let me know that all utilities were billed separately. No additional value- added information was provided.

Telephone Invitation and Directions

  • Were you invited to visit the property?Yes5/5
  • Were you asked for a convenient time for an appointment?Yes5/5
  • Were you asked if you were familiar with the location?No0/2
  • Were you offered directions or information to help you find the community? Answer NA if you told the leasing consultant that you were familiar with the location.No0/2
  •  Total: 10/14
    10
    71.43

Comment (You must provide a brief summary under each category. This section is mandatory.):

Yazel did ask me if I would like to visit the community and we scheduled an appointment for later that afternoon. Yazel politely asked me for a convenient arrival time. No directional or location information was provided.

Telephone Closing Comments

  • Was your appointment time repeated back to you?No0/4
  • Were you asked for your phone number AND email address?No0/4
  • Were you thanked for calling and given a friendly "good-bye"?Yes2/2
  •  Total: 2/10
    2
    20

Comment (You must provide a brief summary under each category. This section is mandatory.):

My appointment time was not repeated back to me. Yazel did not ask for my phone number or email address. Yazel did give a friendly goodbye at the end of our phone call.

Telephone Professionalism

  • Was a sense of rapport created?No0/2
  • Did the leasing consultant control the conversation with finesse?Yes2/2
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant use your name during the call?Yes2/2
  • Were all of your questions answered to your satisfaction?Yes2/2
  •  Total: 8/10
    8
    80

Comment (You must provide a brief summary under each category. This section is mandatory.):

There was no sense of rapport created during our phone call, it was just transactional. Yazel did seem to be in control of the conversation as she shared rental information with me and she seemed confident and natural doing so. After I gave her my name she used it to address me but only once during the phone call. The questions that I asked about available rentals were answered to my satisfaction.

Celebrating the Arrival

  • Did the leasing consultant immediately smile and stand to greet you in a friendly manner? If the leasing consultant was already standing, or busy assisting someone at the desk (in person or on the phone), please answer yes. Yes5/5
  • Did the leasing consultant introduce themselves to you and ask your name?Yes5/5
  • Did the leasing consultant demonstrate an eagerness to help you?Yes5/5
  • Did the leasing consultant ask permission to review your needs?No0/5
  •  Total: 15/20
    15
    75

Comment (You must provide a brief summary under each category. This section is mandatory.):

When I arrived Yazel did stand to greet me and smiled. She asked me "how can I help you" and I told her that I was here to see Yazel. She asked me If I was Ms. Clark and we shook hands. She seemed eager and energetic. She did not ask to review my needs, instead, she said that we could head right out to see a one bedroom apartment.

Onsite Qualifying

  • Was a guest card (or similar) reviewed during your visit?No0/2
  • Was your date of need reviewed?Yes2/2
  • Was the apartment size you needed reviewed?Yes2/2
  • Was the number of occupants reviewed?No0/2
  • Was your reason for moving reviewed?No0/1
  • Was your place of employment or occupation reviewed?No0/2
  • Was whether or not you had pets reviewed?No0/1
  •  Total: 4/12
    4
    33.33

Comment (You must provide a brief summary under each category. This section is mandatory.):

I saw a guest card at the end of the tour when we went back to the office. Yazel asked for my email at that time. Yazel took me on a tour to see a one bedroom and she also reminded me that a two bedroom would be available on Feb 15th. At no time during the tour was the number of occupants reviewed, reasons for moving reviewed or pets qualified.

Onsite Discovery

  • Were the features you stated were most important to you in your apartment home reviewed?Yes5/5
  • Were the features/amenities you stated were most important to you in your community reviewed?N/A0/5
  • "Were the specific floor plans/community features that interested you online reviewed? Answer NA if you did not say there was a specific floor plan or feature that interested you."N/A5/5
  • Was your preference in location (for example: floor level, view, sunlight, etc.) for your apartment home reviewed?No0/5
  • Were your favorite things about where you currently live reviewed?No0/5
  • Were the things you would like to change about where you currently live reviewed?No0/5
  • Was what interested you about the local area reviewed?No0/5
  • Did the leasing consultant ask you "what else" or encourage you to clarify or expand on any of your answers?No0/5
  •  Total: 10/40
    10
    25

Onsite Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

There was no discovery beyond apartment size and move date over the phone and when I toured on-site. Yazel did not ask too many discovery questions. Only apartment size and move in date were reviewed.

The Tour

  • THE TOUR: Were you asked if you preferred to see the amenities first or the apartment home/model? Please answer the following question NA if there were no amenities or no model/home to tour.No0/2
  • Did the leasing consultant control the tour?Yes3/3
  • "Did the leasing consultant praise the onsite professional staff and Management Company? For example: leasing, landscaping, maintenance or security staff"No0/1
  • Did the leasing consultant tour all recreation areas and amenities you said were important to you?No0/3
  • Did the leasing consultant discuss property benefits that you said were important to you?No0/3
  • Did the leasing consultant discuss surrounding area benefits that you said were important to you?No0/2
  • Did the leasing consultant tour the model, vacant, or occupied apartment? Please answer NA if there were no available apartments to show.Yes3/3
  • Did the leasing consultant highlight the apartment features that you stated were important to you during the Discovery process?No0/3
  • "Was value added to price during the presentation? (For example: ""Membership to our fitness center is included in your rent, so you can cancel your gym membership and save yourself the monthly fee."")"Yes2/2
  •  Total: 8/22
    8
    36.36

Comment (You must provide a brief summary under each category. This section is mandatory.):

When I arrived Yazel immediately started the tour after greeting me. She told me that we would be touring a one bedroom vacant apartment. We did not tour any of the community amenities. I passed the gym on the way to the leasing office and Yazel referenced the gym during the tour but she did not take me in to see it. She did let me know that there was a dog park close by.

We toured a vacant apartment that was not move in ready. She mentioned that some of the apartments had carpet. I looked around the apartment while she waited in the living room. There was a broken light fixture that I asked her about and at that time she told me that the apartment that we were touring was not finished yet. I also asked her if the apartment that we were touring was the most updated and she said it was.

Handling Objections

  • Did the leasing consultant accept and acknowledge your concern?No0/5
  • Did the leasing consultant ask you to clarify by saying something like, "Tell me what you mean by..."No0/5
  • Did the leasing consultant remind you that they want to help you find the apartment home that meets your needs but let you know the decision is yours? No0/5
  • Did the leasing consultant offer options?No0/5
  • Did the leasing consultant confirm they had handled your objection?No0/5
  •  Total: 0/25
    0
    0

Comment (You must provide a brief summary under each category. This section is mandatory.):

My concern was that the apartment was very unfinished and dirty. When I asked Yazel about some of the issues I saw she told me that the apartment had not been "finalized" yet. I asked her what other things need to happen for the apartment to be "finalized" and she listed all that needed to be done including light bulbs, cleaning and some finishing in the bathroom. She seemed very defensive when I mentioned the overall condition and seemed to be a little annoyed that I pointed out some very obvious issues. She did say that she could understand my feelings but she did not offer any solutions for improvement.

Before we toured the apartment she should have told me that we would be touring an apartment that was not move in ready. As we exited the apartment Yazel mentioned that I said the apartment was a little rough around the edges. She asked me to tell her what I was expecting which also felt a little abrasive. I told her that the apartment looked unfinished and that I wouldn't want to move into an apartment that looks the way that one did. I told her that it looked dirty and needed a deep clean. She told me that the contractors hadn't done a deep clean and left it at that. No options were offered.

Closing

  • Was urgency created during the presentation?No0/5
  • Did the leasing consultant attempt a pre-close / review of features and benefits you stated were important to you and ask if there was anything they had missed?No0/5
  • Did the leasing consultant ask you to apply today?No0/5
  • "Did the leasing consultant attempt a second close after handling any follow up objections? Answer NA if you did not give any follow up objections."No0/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?No0/5
  •  Total: 0/25
    0
    0

Comment (You must provide a brief summary under each category. This section is mandatory.):

Urgency was not created during the presentation. The apartment was dirty and the move-in incentives were not discussed until the very end of the presentation when we were back at the leasing office. There was no attempt to pre-close me at all during the tour. At the end of the presentation, Yazel mentioned that if I was interested in applying I could do so online but she didn't actually ask me to apply. A brochure was not provided.

Onsite Professionalism

  • Was the leasing consultant enthusiastic?Yes4/4
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant create rapport during the presentation?No0/4
  • Was the leasing consultant polite and sincere?N/A0/2
  • Was the leasing consultant dressed appropriately?Yes2/2
  • Was your name used frequently during the presentation?No0/2
  • Did the leasing consultant try to discover your needs or desires throughout the presentation?No0/2
  • Did the leasing consultant introduce you to other staff or point them out if they were not within range to be introduced?N/A2/2
  •  Total: 10/20
    10
    50

Comment (You must provide a brief summary under each category. This section is mandatory.):

Initially, Yazel was enthusiastic and seemed to be very upbeat. Her presentation seemed natural and not canned. Unfortunately, Yazel did not create rapport during the presentation and was very transactional. Yazel shared very little while we were touring the apartment and stood quietly by the door. Yazel was polite to a point and became defensive once I started to ask her questions about the poor condition of the apartment. No attempt was made to discover my needs, I felt like I had to ask questions or else I wouldn't get any information. There were no other staff members around so there was no opportunity for an introduction.

Fair Housing Awareness

  • Did the leasing professional refrain from asking any discriminatory questions (based upon protected classes)?Yes5/5
  • Did the leasing professional refrain from steering you to a certain size unit or part of the community, building, or floor?Yes5/5
  • Did the leasing professional refrain from practicing any delay tactics that would frustrate a person from pursuing a rental?Yes5/5
  • Did the leasing professional supply rental information, such as rental rates?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Yazel did not ask any discriminatory questions and I did not feel steered to any part of the community. No delay tactics took place while we toured. Rental information was provided.

Follow Up - 24 hours

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?No0/10
  • Did the leasing consultant follow up again within 3 business days?No0/5
  •  Total: 0/15
    0
    0

Comment (You must provide a brief summary under each category. This section is mandatory.):

No follow-up email or phone call. :-(

Performance Evaluation

Total Phone Score: 46%
On Site Score: 34%
Total Score: 0%

General Questions