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Report For Henry Jr. Andre at Twin Ridge Apartments

Report For Henry Jr. Andre at Twin Ridge Apartments

0%
Current Score
86.71%
Average Score
  • 87%
    05-03-2019
  • 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.):

Andre answered the phone by saying, "Good Morning. Thank you for calling Twin Ridge. This is Andre. How may I help you?" He was friendly and professional. He asked for my full name. He answered the phone promptly.

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.):

Andre asked what size of the apartment I needed. I told him one or two-bedroom depending on price. He asked, "Now is there a certain reason you are looking to move, Ashlee?" I told him my lease was up in May and we need more space and a change in atmosphere. He asked for my moving time frame. I told him, "Ideally, would be by the end of May." He went on to ask, "How many people will occupy the apartment, Ashlee?" He used my name in conversation. I responded with four occupants. He asked how I heard about Twin Ridge. I said 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?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?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?Yes5/5
  • 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: 35/40
    35
    87.5

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

Andre went on to ask, "Okay, Ashlee. Is there a certain budget we are looking to stay in?" I said I'd like to stay under $1,800. Andre responded, "Okay. We can definitely work with that." He gave me pricing details for the differently sized units. He asked, "Now is there a certain reason you are looking to move, Ashlee?" I told him my lease was up in May, we need more space and a change in atmosphere. He asked for my moving time frame. I told him, "Ideally, would be by the end of May."

Andre told me that he only had a one bedroom available now for a May move in and that a two bedroom two baths wouldn't be available until July. He shared that residents are required to give a 60 days notice of moving out. He explained that just because a two bedroom unit is not available at the moment, one could become available any time. He went on to ask, "How many people will occupy the apartment, Ashlee?" (He used my name in conversation). I responded with four occupants. He asked how I heard about Twin Ridge. I said Apartments.com.

Andre asked about where I currently live. I told him Ridge Gardens in Parkville. He asked about my preferences, "something that I gotta have or really want." I told him I'd prefer to be on the first or second floor, a second bathroom and a washer and dryer in the unit. He said not all of the units have washer and dryers but those that do have stacked appliances saving space. He asked if I visited the website. I said I had briefly looked at it.

He informed me that they pay for hot water, sewage, trash removal, parking, and cooking gas. He said I'd be responsible for the rent and all electric, heat, and gas. Then he asked for my cell phone number, email address, and the correct spelling of my name. At that point, he asked if I would be interested in coming in for a tour. I told him absolutely and that I'd be in the area around 12 pm. He said he had an appointment at 12 but could schedule me for 12:45 pm. I agreed. He confirmed the time and gave me an overview of what the visit would include (clarify needs, see the amenities and walk through the apartments). He said, "Does that sound like it would work for you?"

At the end of the call he asked if I had any other questions and repeated the time of the appointment.

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.Yes3/3
  •  Total: 10/10
    10
    100

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

Towards the end of the call, he informed me that they pay for hot water, sewage, trash removal, parking, and cooking gas. He said I'd be responsible for the rent and all electric, heat, and gas. We did discuss my price range so points given.

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?N/A2/2
  • 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.N/A2/2
  •  Total: 14/14
    14
    100

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

He asked if I would be interested in coming in for a tour. I told him absolutely and that I'd be in the area around 12:00 pm. He said he had an appointment at 12:00 pm but could schedule me for 12:45 pm. We agreed on that time.

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.):

He asked for my cell phone number, email address, and the correct spelling of my name. At the end of the call, he asked if I had any other questions and repeated the time of the appointment. He offered a friendly goodbye.

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.):

Andre led the conversation with ease. It did not seem rehearsed but very natural. He used my name a lot during the call.

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?Yes5/5
  •  Total: 20/20
    20
    100

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

Upon my arrival, Andre stood up, confirmed my name, shook my hand, offered me water and asked if he could ask me a few questions. He was very friendly and professional.

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?Yes2/2
  • 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?Yes1/1
  •  Total: 11/12
    11
    91.67

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

Andre invited me to sit at a nearby table and we reviewed the things we discussed on the phone including confirming my phone number. He asked if I was leaning towards the two bedrooms and two baths. I told him 'yes, ideally.' Andre said, "I know you are looking to move in by the end of May." During the tour, he asked about my employment.

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?Yes5/5
  • 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?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: 35/40
    35
    87.5

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

Upon my arrival, Andre stood up, shook my hand, confirmed my name, offered me water and asked if he could ask me a few questions. We sat at a nearby table where he reviewed the things we discussed on the phone including confirming my phone number. He asked if I was leaning towards the two bedrooms two baths. I told him 'yes, ideally.' He showed me the floor plan differences and pointed out the differences between the two bedroom layouts. He said, "We're probably looking at the Rockland." and he listed some of the significant features.

Andre said, "I know you are looking to move in by the end of May." He informed me that the next Rockland would be available early July. He recapped that there would be four occupants and no pets in the apartment. I asked if they allowed pets. He explained the details of having a pet in the community and the new dog park. He asked, "Did you have any major preferences? I know you said washer and dryer that comes standard. Anything in particular that you like about the apartment you are in now or would want to have?" I responded with "I wish I had more counter space" and a pool.

He explained all of the things included in rent like water and sewage. He talked about the pool and recently receiving pool passes for residents. He explained that there were no two bedroom units to see but there were one and three bedroom units to tour. After reviewing the three-bedroom pricing, I stated that it was within my price range. Andre then described the three-bedroom to me. Before leaving for the tour he asked, "Is there anything else I can answer for you before we take a look at an apartment?" I said, "No." He asked for my ID and we headed out the back door.

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.N/A2/2
  • 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?N/A2/2
  • 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: 21/22
    21
    95.45

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

Andre shared the office hours. He took me to see the swimming pool and pointed out the wading pool (I asked about it earlier). He shared pool hours and described resident events. As we walked down the hall, he pointed out the locker rooms and took me into the fitness center. There he described the access requirements and that it's open 24 hours each day. He pointed out the window to the grills available for resident use. As we walked out of the door, he pointed to where he was parked and told me I could to follow him in my car to the first apartment.

Once we arrived at the three-bedroom unit, he shared information about parking and building access. When we got into the apartment, he led me through the apartment pointing out features I said were important. He shared the difference between the two three-bedroom apartment kitchens. We walked through the living/dining room area and looked at the balcony. As we walked to the bedrooms, he pointed out the hallway closet. In each bedroom, he pointed out the closets and the bathrooms. Right before we left, he asked if there was anything I did not like or would change. I said, "I don't think so."

We talked a bit more about kitchen storage and counter space. He offered to show me the three-bedroom unit with the updated kitchen. He explained that it did not have a true master bedroom. I explained that was okay. We left out and drove to the next unit.
Once we arrived at the second three-bedroom unit, he led me to the kitchen. Andre shared the difference between the two three-bedroom apartment kitchens and asked which kitchen I preferred. I told him I liked the current one. From there he led me through the apartment pointing out features I said was important. At the end, he summarized the difference between the three- and two- bedroom units. I showed interest in the three-bedroom unit considering the price was lower than my stated budget. He said okay and asked about employment. I told him I was a stay home mom and my husband was a teacher. He shared we would qualify for a preferred employee 5% discount, almost $100. He asked, "Is there any other questions I can answer for you, Ashlee." I said no. Then he told me how the wait-list and application process work.

Andre did not ask if I wanted to see the amenities or apartment first, but the tour path made sense based on the layout of the community.






Andre controlled the tour. We toured the areas I said were important to me including the pool and playground areas. He discussed the amenities and apartment features I said were important like the counter space, two bathrooms, and washer and dryer. Value was added to the price (fitness center is 24 hours and included in your rent).

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?N/A0/5
  •  Total: 20/25
    20
    80

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

Ande offered me options. He did attempt to sell so I gave my objection at the end of the interaction, "Well I will discuss it with my husband and go from there." He acknowledged this with an 'okay.'

Closing

  • Was urgency created during the presentation?No0/5
  • 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?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?No0/5
  •  Total: 15/25
    15
    60

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

We left that apartment and headed back to the leasing office. Once inside Andre asked, "Any final thoughts or questions about the apartments? Anything that stood out in particular?" I told him I did not, and I really liked it. He asked, "Considering the three-bedroom possibly?" I told him yes and listed the features that were my favorite.

He gave me his card and told me I could apply online. I clarified that I should apply online. He said yes and explained where to find the application on the website. He said once that was complete it would go to the screening company. After approval, he would call me to notify us. Since he had not attempted to sell me I gave my objection, "Well I will discuss it with my husband and go from there." He shared a friendly salutation and I left.

No urgency was created during the presentation. He did not attempt to pre-close or close but several times he did review the features I said were important and repeatedly asked if I had any questions. He also did tell me how to apply.

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.):

Andre was very upbeat and natural in his presentation. He created rapport and was nice. He dressed in casual business attire. He used my name many times. He seemed to be constantly trying to discover my needs by asking questions and clarifying anything I said.

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.):

Andre did not ask any discriminatory questions and supplied rental information. He was neutral in the process and did not try to steer me in a particular direction.

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 any follow-up calls or emails

Performance Evaluation

Total Phone Score: 96%
On Site Score: 81%
Total Score: 0%

General Questions