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Report For Yazel Berry at Boston Crossing

Report For Yazel Berry 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 was friendly and very professional during the phone call she introduced herself and the property by name. She used my name more than once during the phone conversation.

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?Yes2/2
  • Did the leasing consultant qualify for pets?Yes2/2
  • Did the leasing consultant identify your reason for moving?No0/1
  • Did the leasing consultant ask how you heard of the property?Yes2/2
  •  Total: 12/13
    12
    92.31

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

Yazel was very thorough when talking with me. She asked what size apartment, my move date, and number of occupants. She asked me if I had any pets but never asked me why I was moving.

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?Yes5/5
  • Did the leasing consultant ask you what features are most important to you in your apartment home?Yes5/5
  • Did the leasing consultant ask what features/amenities are important to you in your community?Yes5/5
  • 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?N/A5/5
  • Did the leasing consultant ask if you had a preference in location (for example: floor level, view, sunlight, etc.) for your apartment home?Yes5/5
  • 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?Yes5/5
  •  Total: 30/40
    30
    75

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

Yazel was thorough on the call. She asked what amenities I desired such as floor plan and square footage. She did not ask if I had looked online yet she did ask what floor I preferred. She did not ask me about my community preferences but she told me about Canton Crossing.

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 asked what size apartment I was seeking. After gaining that information she proceeded to quote me pricing on both a one and two bedroom apartment. I was never asked if the prices fit into my budget or if that is what I currently pay at the moment. She did let me know the tenant was responsible for utilities.

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?Yes2/2
  • 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.Yes2/2
  •  Total: 14/14
    14
    100

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

Yazel invited me in for a tour and a convenient time was set the very same day. I was never asked if I was familiar with the area or the location. I was asked if I knew the property address and she repeated it back to me before the call ended.

Telephone Closing Comments

  • Was your appointment time repeated back to you?Yes4/4
  • Were you asked for your phone number AND email address?Yes4/4
  • Were you thanked for calling and given a friendly "good-bye"?Yes2/2
  •  Total: 10/10
    10
    100

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

Yazel was very thorough. She repeated the meeting time and she asked for all my phone number an email. I also got a very friendly good bye and see you at 4 :15 pm.

Telephone Professionalism

  • Was a sense of rapport created?Yes2/2
  • 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: 10/10
    10
    100

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

Yazel definetly controlled the converstion and it didn't seem at all rehearsed. She used my name a few times during the phone call and most of my questions 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.):

As I entered the leasing office, Yazel was on the phone. Another agent came over and shook my hand and introduced herself as Kimberly. She offered me a water. Yazel hung up the phone and approached me with a smile and welcomed me to the property. She was eager to help me and she mentioned me by name.

Onsite Qualifying

  • Was a guest card (or similar) reviewed during your visit?Yes2/2
  • 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?Yes1/1
  •  Total: 7/12
    7
    58.33

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

Yazel gave me a move in packet upon arrival and went over when I wanted to move in. The size of apartment was discussed but no mention of how many people would be living in the apartment or my reason for moving. My place of employment never came up but she did go over cost of pets and mentioned the dog park.

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?Yes5/5
  •  Total: 15/40
    15
    37.5

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

After reviewing the size apartment and move in date Yazel collected my ID and we left for the tour. She did not take time to ask me additional questions. We immediately left for the tour.

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?Yes3/3
  • Did the leasing consultant discuss property benefits that you said were important to you?Yes3/3
  • Did the leasing consultant discuss surrounding area benefits that you said were important to you?Yes2/2
  • 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?Yes3/3
  • "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: 19/22
    19
    86.36

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

Yazel proceeded to show me a one-bedroom apartment. A two-bedroom was currently not available to show. She went over all amenities such as the gym, parking, dog park, and laundry. We did not have any conversation about what I saw online and floor preference was never mentioned. Yazel never asked anything about my current situation or what I would change. She did not ask me for my local community preferences but she did mention Canton Crossing was close to the community.

I was not asked about my preferences or what I would like to see first but the gym was right off the lobby so we started there first. She totally controlled the tour but never mentioned the management at any time.

We did tour all relevant areas and amenities. Never really discussed the community but she did mention that Canton Crossing was new and close by the apartment and she also brought up how close public transportation is to the community. She did mention 24 hour gym and on site laundry room so this would have been the value added.

She led me through each area of the apartment pointing out apartment features. As we toured the one bedroom, Yazel explained what the two bedroom would look like since there was none to see at the moment.

Handling Objections

  • Did the leasing consultant accept and acknowledge your concern?Yes5/5
  • Did the leasing consultant ask you to clarify by saying something like, "Tell me what you mean by..."N/A5/5
  • 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? Yes5/5
  • Did the leasing consultant offer options?Yes5/5
  • Did the leasing consultant confirm they had handled your objection?Yes5/5
  •  Total: 25/25
    25
    100

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

Yazel accepted my concerns and did attempt to handle my objections. I had asked about a pool and she told me they may get one in a few years. She told me where I could find a pool close by. Also, she recommended a storage facility close by. She never asked or confirmed my objections but did offer a few options options.

Closing

  • Was urgency created during the presentation?Yes5/5
  • 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?Yes5/5
  • "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."N/A5/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?N/A5/5
  •  Total: 20/25
    20
    80

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

There was a sense of urgency and no pre-close was attempted. She did ask if I would like to apply but no other time to revisit the community was discussed. I told her I had other places to see before making a decision so she didn't ask to arrange a return visit. Yazel didn't review the application process. Kimberly chimed in to welcome me to the community and offer her opinion on how nice the area was. I asked about crime and I was told that I could look online for general information about the area. The call lasted for 15:08 minutes.

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?Yes4/4
  • Was the leasing consultant polite and sincere?Yes2/2
  • Was the leasing consultant dressed appropriately?Yes2/2
  • Was your name used frequently during the presentation?Yes2/2
  • Did the leasing consultant try to discover your needs or desires throughout the presentation?Yes2/2
  • Did the leasing consultant introduce you to other staff or point them out if they were not within range to be introduced?Yes2/2
  •  Total: 20/20
    20
    100

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

Yazel's presentation was not canned and she had lots of energy. She was very polite and did create some rapport. She was dressed appropriately and used my name a few times during the tour. She also introduced me to her fellow agent who was very friendly. She touched on most of my needs.

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 attempt to steer me to any apartment or ask me any discriminatory questions. She did supply the rental rates and never used any delaying tactics.

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.):

I did not receive an email or follow up phone call.

Performance Evaluation

Total Phone Score: 89%
On Site Score: 71%
Total Score: 0%

General Questions