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Report For Carolyn Larson at 101 Ellwood

Report For Carolyn Larson at 101 Ellwood

0%
Current Score
78.16%
Average Score
  • 78%
    1-28-2019
  • 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?No0/5
  • Did the leasing consultant ask you for your name?Yes5/5
  •  Total: 15/20
    15
    75

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

Carolyn answered the phone and introduced the name of the property but did not give her name. She asked me for my full name and I gave it to her. A few minutes into the conversation I asked for her name.

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?Yes1/1
  • Did the leasing consultant ask how you heard of the property?Yes2/2
  •  Total: 13/13
    13
    100

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

During our phone call, Carolyn asked me what apartment size I was seeking; date I needed to move; number of occupants; and pets. We discussed that I wanted to move to a more updated building that was secure and that I wanted to be closer to downtown and the highway. Carolyn did ask me how I heard about the property and I told her that I found it on apartments.com.

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?N/A5/5
  • 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?Yes5/5
  • 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?Yes5/5
  • Did the leasing consultant ask you "what else" or encourage you to expand on any of your answers?Yes5/5
  •  Total: 40/40
    40
    100

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

Carolyn did not ask me if it would be ok if she asked me a few questions but just started asking which felt like a natural progression. She asked what features were important to me and I told her that I was looking for an updated apartment in a secure building. I also told her that I wanted a gym and off street parking.

She asked me if I had a floor preference and I told her anything except for the ground floor. Carolyn asked me what interested me about that location and I told her that it was close to the highway and also close to downtown. Carolyn asked me quite a few "what else" questions which helped me expand my answers.

Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.N/A5/5
  • 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. N/A2/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.Yes3/3
  •  Total: 10/10
    10
    100

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

Carolyn asked me what my price range was before quoting any prices. I told her that I wanted to stay under $2,000 a month. Carolyn did not mention the price during our phone call. Carolyn let me know that if I applied in the next 48 hours there would be $500 taken off the first month's rent and two months free for a 14 month lease.

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.):

Carolyn asked me when I would like to come in to see the community and we set an appointment for later that same day. She asked me if I was familiar with the location and I told her that I had a rough idea. She did not offer directions or address information but she did tell me that there would be plenty of street parking when I arrived.

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.):

Carolyn did repeat back our appointment time and told me that she was looking forward to seeing me at that time. Her good-bye was very friendly and professional.

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.):

Carolyn did a great job at creating a sense of rapport when she told me that I could bring my cat as long as she was cute because only cute animals could live in the building. Carolyn was in control of the conversation the entire time and did so with finesse. Our conversation was very natural and even though she asked me a lot of qualifying questions over the phone it felt natural and not like an interrogation. Carolyn used my name during the phone call and she answered all of my questions 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?N/A5/5
  •  Total: 20/20
    20
    100

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

When I arrived she stood to greet me and introduced herself and confirmed that I was Karen. Carolyn seemed very competent and eager to help me. She immediately started reviewing my needs but did not ask for permission first.

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?Yes2/2
  • Was whether or not you had pets reviewed?No0/1
  •  Total: 8/12
    8
    66.67

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

I did not see a guest card at all during my tour but Carolyn seemed to know what I was looking for based on our previous conversation. Carolyn also told me that she felt like she had all of the information that she needed. Carolyn did confirm my occupation at this time.

Onsite Discovery

  • Were the features you stated were most important to you in your apartment home reviewed?No0/5
  • Were the features/amenities you stated were most important to you in your community reviewed?No0/5
  • "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."No0/5
  • Was your preference in location (for example: floor level, view, sunlight, etc.) for your apartment home reviewed?Yes5/5
  • 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: 5/40
    5
    12.5

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

The above questions were not reviewed in the rental office. Carolyn did a great job at delivering information during the tour. Her weakest point was not asking me questions about my apartment search and learning more about my needs.

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.Yes2/2
  • 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"Yes1/1
  • 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: 22/22
    22
    100

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

Carolyn asked if I had a place I wanted to start first and I told her we could start with whatever was most convenient. She was in control of the tour the entire time. Carolyn told me that one of the maintenance staff received a notable award for his service and she seemed very proud of that fact. We toured all of the areas that were important to me including the gym. I was also able to see the courtyard and Carolyn made a point to show me the parking garage. We toured two vacants, a one and two bedroom apartment.

Carolyn did a good job highlighting the apartment's features including garbage disposal which I would not have otherwise noticed. I did not think the one bedroom was large enough and she immediately took me to a two bedroom. She highlighted the gym, parking, and secured building. These were all the things I said were important to me. Value was added during the presentation because of the fitness center, club room, and dry cleaning drop off options.

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..."Yes5/5
  • 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.):

Carolyn acknowledged my concern about the size of the one bedroom apartment and immediately took me to see a two bedroom that was much larger. Carolyn seemed to be very interested in meeting my needs and continued to highlight the building and apartments during the tour. It was clear that my objection about apartment size had been handled when we toured the 2 bedroom apartment.

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?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: 5/25
    5
    20

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

The only sense of urgency that occurred during the presentation was when she told me that there would be a $500 discount if I applied within 48 hours of the tour. I was not asked to apply today and I don't feel like I was pre-closed at all. Carolyn did discuss the application process with me. No second close was attempted either. I was not asked to arrange a return visit.

Onsite Professionalism

  • Was the leasing consultant enthusiastic?N/A4/4
  • 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?N/A2/2
  •  Total: 20/20
    20
    100

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

Carolyn was not very enthusiastic and this may have just been her personality. I felt like she was genuine, knowledgable and earnest but not enthusiastic. Her presentation felt natural and rapport was created during the tour when Carolyn expressed interest in my art background and created relevant conversation around that topic. Carolyn was very polite and sincere, she even provided some of the building's historical background which I found very interesting. Carolyn was dressed appropriately for any office setting. My name was not used frequently during the presentation but I do think Carolyn made an effort to discover my needs throughout the tour. She did not carry a guest card during the tour but she highlighted everything that I said was important to me.

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?No0/5
  • Did the leasing professional supply rental information, such as rental rates?Yes5/5
  •  Total: 15/20
    15
    75

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

Carolyn did not ask any discriminatory questions. I did not feel steered at any time during the tour. No delay tactics were used during the tour. Carolyn did supply rental rate information as well as a folder with information about the community.

Follow Up - 24 hours

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?Yes10/10
  • Did the leasing consultant follow up again within 3 business days?Yes5/5
  •  Total: 15/15
    15
    100

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

Carolyn sent me a thank you via text on 1/29/2019 at 12:00 pm. She left a voice mail on 2/2/2019 at 4:00 pm.

Performance Evaluation

Total Phone Score: 96%
On Site Score: 68%
Total Score: 0%

General Questions