The following examples of negative comments have been extracted from Mystery Shopping Surveys conducted on New Home Sales Consultants:
 
"I felt that they failed to gain a perspective of what l was looking for and when l needed to make a decision. They also failed to understand my particular situation. Their lack of questioning failed to discover what it was l was looking for, what my price budget was, when l wanted to move in and what was going to motivate my decision to buy."
 
"I had visited the other builder's display homes and had their brochures in my hand. I was expecting the consultant to ask me what l thought of the other builder's homes but he failed to do so. This would have given them the opportunity to see if l preferred his builder's homes of if the opposition homes had features that his was lacking. They could have then covered an objection by including those features to their homes if possible. They also failed to gauge what was important to me by their lack of questioning. They failed to ask if l had been looking for a while or had l just started? They didn't ask if l had a home, or was l renting. Had l built a home before? When was l ready to start building? How many people were to live in the home? Who was involved in the decision making? This lack of questioning failed to get a profile of what was going to motivate me to buy."
 
"Although the consultant was very friendly and approachable and was insistent that they would be happy to show me through any of the homes, they failed to display themselves as a professional representative of the company. Their casual approach left their overall performance lacking polish and professionalism. Their lack of specific questioning also did not give them the best possible chance to secure my business. I felt that they could have invested the time to determine what my "wish list" was and then attempt to find something in their range of homes that best fit my needs and budget rather than let me try and work it out for myself."

Unfortunately, no one asked my name or took my contact details so would be unable to follow-up on all their good work.
 
I was ready to build a home but the consultant was very negative. He kept saying, "There is no land". I almost felt doomed. I told him I didn't mind waiting but he still stayed negative. I had to push the issue and he finally suggested I see the land sales office and then return to him when I found something. He really didn't tell me anything about the house I liked or the process of building it.
 
There were a few times today where I felt quite uncomfortable, due mainly to the fact that the consultant did not actively try to engage me in conversation. Not only was I left standing for some minutes completely without acknowledgement, but I felt once he did speak with me he didn't provide me with a lot of information anyway. The consultant didn't ask many questions and did not have a good idea of what I was looking for.
 
I entered the display office and was not immediately acknowledged. There were no other clients in the room and the consultant was not on the phone. After a minute and a half I initiated contact by smiling. Initially he just stared but then he smiled back and said "wanna look through the houses do ya?” I stayed in the office another minute or two looking at brochures. The consultant continued working on whatever had his attention. He then looked up and pointed to a group of brochures displayed on a bench top. He said "grab one of those; it's got all the information on the houses on display here". I did and started flicking through it waiting to see if he was going to say anything else. After about a minute he pointed to the door through which I had to leave to get to the display homes. "They are that way", he said.
 
Although I found the consultant to be friendly, I couldn't help feeling that he didn't have time to talk to me today even though there were no other customers waiting. I felt hurried and I don't feel he explained things to me very well. I don't believe he asked me enough questions either so I was left with a lack of confidence in his abilities.

The following examples of positive comments have been extracted from Mystery Shopping Surveys conducted on New Home Sales Consultants:

"I felt that they successfully established my needs through their questioning techniques. I felt that all who entered their sales office were going to get their attention and that they maximised their opportunities to make sale. I felt that they presented themselves as a professional and that they were able to make me feel comfortable to discuss my needs with them. I felt that they had prepared themselves well for my enquiry by preparing information relevant to their homes on display. They were successful in establishing rapport and in making me feel comfortable."
 
"Overall their performance was exemplary. They successfully ascertained my needs through their questioning, they presented information relevant to my needs, they simplified the costing of the home, they highlighted the features and special offers and generally made my experience an extremely positive one. I was impressed with the way they were able to handle all enquiries coming into their office while still attending to me. I would definitely feel comfortable in having them assist in my new home purchase."

Not only did he answer all my questions but he provided additional information and took the time to explain it. I felt he delivered more that what I was expecting.
 
The consultant’s knowledge, passion and enthusiasm and attitude to getting the sale was impressive. She greeted us well, asked for our details and gave us a lot of information which she explained. She also directed us to land sales and rang ahead to let them know we were coming. We were made to feel welcome and valued, and even though the office was quite busy, she was attentive and at no time did we feel hurried.

The consultant was very friendly, knew her job well and confidently told us most things we needed to know. She suggested we make an appointment for a walk through of the home with her to have a look at options and extras, and provided us with a wealth of information about the houses, and contact details for land.
 
I think I enjoyed the fact that the consultant really wanted to sell us a house.  She knows her product well and we felt that if we asked a question she could answer it without hesitation. She was assertive, positive and informative.
 
We found the consultant to be very friendly and informative. She was very customer service oriented, and during our visit several people came into the sales office. She greeted everyone with "Hello, how are you?" and also gave 2 groups brochures.
 
I felt that all of the consultants put the customer first today and were very friendly and welcoming.  I felt comfortable and confident that all of my questions would be handled competently.  The initial consultant was friendly and welcoming, and I was impressed by the way the second consultant came over and assisted her when it was obvious that I was seriously considering one of the houses on display.