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Expected and Excellent Interactions

All of these definitions can be found in the Quality of Interaction section.
Across
To get an excellent in de-escalation, “The Leasing Professional successfully de-escalates the situation, allowing the call to ______ as normal.” (one word)
To get an excellent in overcoming objections, “When presented with any type of objection, the Leasing Professional ______ the objection.” (one word)
To get an excellent in building value, “The Leasing Professional builds value in the community by benefit selling specifically to the caller, incorporating information from ___________ into the process.” (four words, no spaces)
To get an expected in de-escalation, “In the event that a caller becomes verbally abusive, the following process is followed: First, the caller is given a _____ warning. (e.g. ‘I really want to help you, but if you can‘t keep this professional, I will need to end the call.’) Second, if the caller continues to be abusive, the LP may end the call ______ly.” (one word)
To get an expected in de-escalation, “The Leasing Professional maintains even emotions and _______ interactions when a caller becomes frustrated, or otherwise escalates the call.” (one word)
To get an expected in overcoming objections, “The Leasing Professional makes ______ to overcome objections.” (two words, no spaces)
To get an excellent in representation, “The Leasing Professional incorporates the _________ in the call.” (four words, no spaces)
To get an excellent in software navigation, “The quality of navigation allows the conversation to flow naturally when the Leasing Professional is presented with ____________ circumstances.” (three words, no spaces).
To get an excellent in representation, “The Leasing Professional offers _____ to the property.” (one word)
To get an expected in representation, “The Leasing Professional maintains a friendly and inviting _____.” (one word)
To get an excellent in urgency, “The Leasing Professional uses ____ or phrases that create a sense of urgency.” (one word)
To get an expected in representation, “The Leasing Professional represents themselves as a natural ______ of the office.” (one word)
To get an expected in language, “The Leasing Professional ends the call warmly, __brands, and offers assistance to the caller.” (one prefix)
To get an excellent in appointment setting, “The Leasing Professional uses relevant information about the _____ to determine a tour time that fits the caller‘s schedule.” (one word)
To get an excellent in language, “The Leasing Professional uses professional language throughout the call, in a way that conveys respect and ________ for the caller.” (one word)
To get an expected in software navigation, “The Leasing Professional is able to _____ and communicate information from the interface to the caller.” (one word)
To get an expected in representation, “The Leasing Professional uses property–preferred pronouns, such as ________ throughout the call, creating cohesion between the Leasing Center and on-site staff.” (three words, no spaces)
To get an expected in relationship management, “On a ____ call, the Leasing Professional sincerely attempts to build rapport by engaging with the caller.” (one word)
Down
To get an excellent in appointment setting, “The Leasing Professional makes a ______ invitation for the caller to schedule a tour, and the Leasing Professional follows up as necessary.” (three words, no spaces)
To get an expected in appointment setting, “The Leasing Professional makes an attempt to set a tour, regardless of the applicant‘s current ____ of residence.” (one word)
To get an expected in language, “Industry appropriate language is ____.” (one word)
To get an excellent in building value, “The Leasing Professional uses benefit selling to ______ highlight the benefits of living at the community.” (one word)
To get an excellent in representation, “The Leasing Professional incorporates phrases that communicate enthusiasm for the ______.” (four words, no spaces)
To get an excellent in call control, “The LP uses exploratory questions to identify aspects of the callers situation beyond what is _____.” (one word)
To get an expected in language, “The Leasing Professional is able to assist the caller without abrupt shifts in topic or____.” (one word)
To get an excellent in relationship management, “The Leasing Professional uses a relevant _________ that connects emotionally and engages the caller.” (two words, no spaces)
To get an expected in call control, “Questions to determine ____ are asked in a maintenance-type situation.” (a hint would make it too obvious)
To get an excellent in relationship management, “The Leasing Professional engages with the caller on multiple occasions, resulting in sustained conversation (i.e. an exchange that involves repeated input from ___ parties.)” (one word)
To get an expected in building value, “The Leasing Professional uses ________ in a way that builds value for the community.” (two words, no spaces)
To get an expected in software navigation, “The quality of navigation allows the conversation to ___ naturally.” (one word)
To get an expected in call control, “The Leasing Professional initiates ___ maintains a balanced interaction.” (one word)
To get an expected in building value, “The Leasing Professional successfully builds value in the community, avoiding _____or blanket statements.” (one word)
To get an expected in call control, “The Leasing Professional utilizes questions to understand relevant ______ of the caller‘s situation.” (one word)
To get an expected in relationship management, “On a maintenance call, the Leasing Professional uses words or phrases that _____ the caller or convey a sincere understanding of the caller‘s experience.” (one word)
To get an excellent in representation, “The Leasing Professional encourages the caller to review the _____.” (one word)
A group consisting of 12 of the world's major oil-exporting nations. (This has nothing to do with the QA definitions.)
To get an excellent in urgency, “The Leasing Professional uses urgency to _____ the caller‘s plans or behavior.” (one word)
Precedes the words "and behold" in an archaic expression. (This has nothing to do with the QA definitions.)
The Egyptian sun god. (This has nothing to do with the QA definitions.)