Top

Report For Kristen Zadjel at Twin Ridge Apartments

Report For Kristen Zadjel at Twin Ridge Apartments

0%
Current Score
83.14%
Average Score
  • 94%
    4-26-2019
  • 98%
    08-07-2019
  • 91%
    10-30-2019
  • 84%
    09-14-2020
  • 49%
    11-05-2020
  • 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.):

Kristen answered the phone promptly, introduced herself and the property and asked me my name. She was very professional and friendly. Just by her phone demeanor, I was eager to meet with her.

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?No0/2
  • Did the leasing consultant qualify for pets?Yes2/2
  • Did the leasing consultant identify your reason for moving?No0/1
  • Did the leasing consultant ask how you heard of the property?Yes2/2
  •  Total: 10/13
    10
    76.92

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

Kristen asked about the size apartment I needed and my move-in date. She did not ask me why I was moving nor did she ask how many occupants would be in the apartment.

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?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?No0/5
  • 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?N/A5/5
  • Did the leasing consultant ask you "what else" or encourage you to expand on any of your answers?Yes5/5
  •  Total: 30/40
    30
    75

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

Kristen did ask me about floor preference. She did not ask if I had looked online nor did she ask me any questions about features or amenities. She offered me a couple of apartment options based on my floor preference and she quoted me the price. She took my first and last name but she did not ask me for my phone number and email address. She did ask if I was familiar with the area so points given for question #7.

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.):

Kristen quoted me prices and she asked me if this fit into my budget.

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.):

Kristen invited me to the apartment and we found a time that was convenient for both of our schedules.

Telephone Closing Comments

  • Was your appointment time repeated back to you?Yes4/4
  • Were you asked for your phone number AND email address?No0/4
  • Were you thanked for calling and given a friendly "good-bye"?Yes2/2
  •  Total: 6/10
    6
    60

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

Kristen did ask me for my full name but she did not ask for my phone number and email address. We re-confirmed the time. She thanked me for calling.

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.):

Kristen was very friendly and professional. She seemed very natural and outgoing. We created rapport and I really was eager to visit the community. She spoke clearly and concisely and it was very easy to understand and remember everything that she was saying. She was not rehearsed or scripted. She used my name and 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.):

Kirsten was very friendly and eager to help me today. She met me at the door to the leasing office when I arrived. She was definitely ready for our appointment. She did not ask permission to review my needs since she could not invite me into the leasing office. She gave me instructions on where we were headed.

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?Yes1/1
  • Was your place of employment or occupation reviewed?Yes2/2
  • 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.):

Kristen went over everything we talked about on the phone such as my move date and size apartment. We also talked about pets. We talked about the location of my work, not the company itself. But she never asked how many people would be living in the apartment

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."Yes5/5
  • 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?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: 30/40
    30
    75

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

Kristen reviewed all of the things that were important to me in the apartment such as features, amenities and the ability to be close to my work and my sister. She did not talk about where I currently lived or what I would change about where I lived.

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.No0/2
  • 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?No0/3
  • 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: 16/22
    16
    72.73

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

When we entered the building, Kristen pointed out the mail boxes. We entered the apartment and she informed me I could look around and take a self-guided tour. After I walked through the apartment, Kristen asked me if I had any more questions. I asked if they had any apartments with wood flooring instead of carpet. She said they did not but she didn't ask me if that was a deal breaker. She reviewed the kitchen appliances. I told her the layout was different than what I had already seen. She asked me if I had looked at some of their other properties and I told her I wouldn't have known what they were. She asked if I had to look at more apartments yet and I said I did. She then went through the online application process.

She did not tour the amenities at all, nor did she mention value added to price during the presentation.

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?No0/5
  •  Total: 20/25
    20
    80

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

I had asked Kristen about wood flooring throughout instead of carpeting and she said they do not provide wood flooring. She did not ask me if that was a deal breaker nor did she offer me any suggestions.

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?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."Yes5/5
  • 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.):

Kristen asked me to apply online that day so that I could take advantage of the only two-bedroom that is currently available. She did not ask for a return appointment.

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?No0/2
  • Did the leasing consultant try to discover your needs or desires throughout the presentation?No0/2
  • 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: 16/20
    16
    80

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

Kristen presented herself professionally both in the way she was dressed and the way she spoke. She was very friendly, enthusiastic and very nice to interact with. She did not use my name throughout the presentation and she really didn't ask a lot of questions to discover all of my needs. Kristen stayed focused on pointing out the features of the apartment and providing me pricing. There were no other staff available for introductions.

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.):

Kristen was very professional and not at all discriminatory. In fact she told me that all were welcome in this community. When I asked about crime, she said I could check with the local police department. When I asked to be placed next to quiet neighbors she informed me that if I had any noise problems I could submit a complaint and it would be addressed by management.

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.):

Kristen followed up with emails multiple times since I made my visit but she did not call me.

Performance Evaluation

Total Phone Score: 85%
On Site Score: 84%
Total Score: 0%

General Questions