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Report For Michelle Houtz at Highland Haus

Report For Michelle Houtz at Highland Haus

0%
Current Score
79.11%
Average Score
  • 79%
    09-19-2019
  • 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.):

After the 2nd ring Michelle answered with the name of the property and she introduced herself. Her greeting was friendly and professional. I told her I was looking for an apartment. She asked my name and I gave her my first and last name. She asked when I was looking to move, and I told her in the next 30 days. She asked what size and how many occupants. She asked me what my budget was, and I told her around $1,500.

Michelle looked at her log and told me what she had available over the next 30 days. She quoted me rates, square footage, and floor plan names for a Studio, one- and two- bedroom.

She invited me in for a tour. We scheduled a tour for the next day at 3:00 PM. She asked for my phone number and email address. She used my name in conversation which made it more personal.


Telephone Qualifying

  • Did the leasing consultant identify the apartment size needed?Yes3/3
  • Did the leasing consultant identify the date of need?N/A3/3
  • 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?No0/2
  •  Total: 11/13
    11
    84.62

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

Michelle did ask when I needed to move and I told her within 30 days. I told her I was staying with some other people currently and needed to get my own place so that was the reason for my move. She did not ask me how I heard about them.

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?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?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: 5/40
    5
    12.5

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

Michelle did not take the opportunity to ask me more questions so none of the Discovery questions were asked. Instead, she focused on telling me the availability, prices, and floor plans.

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. Yes2/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.No0/3
  •  Total: 7/10
    7
    70

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

Michelle did not discuss utilities or add-in benefits.

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.):

Michelle did offer to schedule a visit and I chose 9/19/2019 at 3:00 PM.

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.):

We recapped the appointment time and she did ask for both my email and telephone number. I gave them both to her. Michelle gave an upbeat goodbye and she said my name at least twice. She thanked me wonderfully at the end.

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.):

There was a nice and easy going sense of rapport between the two of us. Michelle was friendly without sounding too sweet. It did NOT sound canned yet she sounded like a seasoned professional. Michelle did use my name throughout the call, even down to the final goodbye.

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?No0/5
  • 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: 10/20
    10
    50

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

Upon walking into the leasing office, Michelle approached me in a friendly manner. She did not introduce herself nor did she ask me for my name; however, she did say that she was expecting me. I thought that was a little presumptuous.

She seemed very eager to help me but not in an annoying way. She did not ask permission to review my needs.

Onsite Qualifying

  • Was a guest card (or similar) reviewed during your visit?N/A2/2
  • Was your date of need reviewed?Yes2/2
  • Was the apartment size you needed reviewed?Yes2/2
  • Was the number of occupants reviewed?Yes2/2
  • Was your reason for moving reviewed?Yes1/1
  • Was your place of employment or occupation reviewed?No0/2
  • Was whether or not you had pets reviewed?Yes1/1
  •  Total: 10/12
    10
    83.33

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

I did not observe a guest card during the visit and I'm not even sure if one was even created. We did not review my specific move date; however, I we recapped that I needed something within 30 days.

We discussed number of occupants and the size apartment needed. I told her that my daughter and I are sleeping in the same room and my daughter is over it; However, a one bedroom is fine, if large enough but I would prefer two-bedroom.

I told her that we are living with my father and it is a privacy issue. I didn't elaborate and I made out like it was personal. She seemed to understand.

Michelle did not ask me where I worked. We discussed my pet over the phone and she mentioned pets during the tour.

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?Yes5/5
  • "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?N/A5/5
  • Were your favorite things about where you currently live reviewed?Yes5/5
  • Were the things you would like to change about where you currently live reviewed?Yes5/5
  • Was what interested you about the local area reviewed?Yes5/5
  • Did the leasing consultant ask you "what else" or encourage you to clarify or expand on any of your answers?Yes5/5
  •  Total: 40/40
    40
    100

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

Michelle did go over the features that were most important to me in my apartment. I told her I wanted a dishwasher, washer and dryer, and two bathrooms, if possible. She said that there are two baths in the 2-bedroom apartments.

Although not discussed, we did go and visit the fitness room and lounge areas. Nice touch. No mention of online anything was discussed, including floor plans. However, she did tell me about and she showed me the McHenry unit and the Chesapeake units. No community preferences were asked of me put she pointing out some local retail and food areas. No favorite things about where I lived were touched on.

I told her what I didn't have at my current place and she said that is what she wanted to hear. Our rapport was good so I knew that I could speak my concerns.

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.):

Michelle did offer me a choice between seeing the gym, garage, or the units first. I told her whatever made sense. She did take control of the tour but still let me ask a lot of questions. She didn't praise anyone because we were the only ones there. She did mention the maintenance person after we saw his tools on the chair in the lounge area. She took me on a tour of the lounge area (very nice), inside and out. She showed me the grills and all other outdoor amenities. We also checked out the fitness room.

She discussed property benefits like central air, and resident gatherings. We toured the vacant studio, one- bedroom, and two -bedroom apartments. She did highlight the apartment features that were important to me which were the two bathrooms, the washer and dryer, and clean kitchen area.

Michelle led me through each area of the apartment pointing out all of the features and amenities. After the tour we went back to the leasing office.

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? N/A5/5
  • Did the leasing consultant offer options?Yes5/5
  • Did the leasing consultant confirm they had handled your objection?N/A5/5
  •  Total: 25/25
    25
    100

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

When I told Michelle that my teenage daughter did not want to live around a bunch of small kids, She replied that they rent to anyone that qualifies. Later in the conversation, I told Michelle I use the bus system frequently and I was concerned about walking home in the dark. I asked how safe it was and Michelle said that “crime has no address”.

She acknowledged all my concerns. She seemed to understand and did not ask me to clarify. She did inform me that there are security cameras and that the outside area/corner is pretty popular and well-lit. No, she did not confirm that she handled my objection well. She said what she had to say and we moved on.

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?Yes5/5
  • Did the leasing consultant ask you to apply today?N/A5/5
  • "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?No0/5
  •  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 created since it seemed like the apartments rented quickly.

It was a calm, nice tour that I enjoyed. We went back to the leasing office and I she gave me my ID back. Michelle told me about the online application process and explained what I needed to apply. I told her I had some other places to see and she understood. She took her time and wrote down pricing on the floor plans along with the suite numbers of the apartments that were available. She put that in a brochure with the community map and her business card.

There was no arrangement for me to return on a specific day at a specific time. She thanked me for coming in and bid me a farewell.

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?N/A2/2
  •  Total: 20/20
    20
    100

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

Michelle was absolutely enthusiastic and it made me feel very invited to the community. The presentation didn't sound canned at all. She was very confident on how to interact with potential residents. She was selling without even directly asking me to apply. Rapport was definitely created and I enjoyed the tour. Michelle was sincere and polite and in control of the tour. She was dressed appropriately with a flowing dark outfit. I think she looked nice.

She used my name a lot during the presentation. We had a lot of discussion during the tour and in the office. If I had a question or concern, I wasn't afraid to let her know.

Overall, Michelle was friendly, firm and likable. She showed me everything that concerned my needs and I was satisfied. I enjoyed the presentation and would consider moving there.

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.):

She did not ask me any discriminatory questions. She didn't try and steer me or convince me to take any type of unit. There were no delay tactics. She did provide prices over the phone during our previous conversation.

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?No0/5
  •  Total: 10/15
    10
    66.67

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

Michelle did send me an email but I did not get a phone call.

Performance Evaluation

Total Phone Score: 62%
On Site Score: 89%
Total Score: 0%

General Questions