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Report For Andre Henry at Twin Ridge Apartments

Report For Andre Henry at Twin Ridge Apartments

NAN%
Current Score
NAN%
Average Score
  • 89%
    07-16-2019
  • 96%
    09-28-2019
  • NAN%
    09-28-2019
  • 98%
  • 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 quickly, he responded with his the name of the property and introduced himself. He asked for my name after asking me a the size apartment I was seeking.

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?No0/2
  • 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: 11/13
    11
    84.62

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

Andre asked about the apartment size that I was seeking. I told him I am interested in a two bedroom. He provided me with two floor plans for the two bedroom. He also asked what date I was looking to move. I responded saying that I was looking to move in 30 days.

Andre asked the number of occupants and I responded four, two adults and two kids. I was also asked the reason for moving and how I head about the property. I mention a new job in the area and apartment.com. Andre did not ask a qualifying question for pets.

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?N/A5/5
  • 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.):

In the beginning of the conversation, Andre asked me if it would be okay for him to asked a few questions to help find me the best home. I responded with sure that is okay. He asked me what features are most important and I said large space. He also asked if I looked at the community online and the floor plan that I am interested in. For those question I responded with apartment.com and the floor plan I said space was important to me. Before hanging up, Andre asked if there was any other questions that he can help me with now. I responded with "no sir".

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.):

Andre did not asked for my price range during the conversation but he told me about the availability and pricing of the two bedroom early in the conversation.

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.):

Andre asked if I would like to come and see the apartment and did offer me directions,I told him would use the Waze app.

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.):

Andre asked when I would be available to come and see the apartment. I told him, I would be available within an hour and half. He asked if I needed directions and I said I got the address online and said I would use the Waze app.

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?No0/2
  • Were all of your questions answered to your satisfaction?Yes2/2
  •  Total: 8/10
    8
    80

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

Andre was friendly and positive. He spoke in a clear tone of voice and did not seem distracted or canned during the call. He took I time to build a rapport and had control during the conversation. He answered all my calls to my satisfaction. He did not refer to me by name during the conversation.

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 arriving at the leasing office, I was greeted immediately by Andre. He shook my hand, introduced himself, and ask me to review my needs.

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?Yes1/1
  • Was your place of employment or occupation reviewed?Yes2/2
  • Was whether or not you had pets reviewed?Yes1/1
  •  Total: 12/12
    12
    100

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

Andre went over a guest card that was mostly filled out from our phone conversation. He confirmed my availability date, size of apartment, number of occupants, reason for moving, my current employment, and whether I had pets.

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.):

Andre look time to go over the two floor plans for the two bedroom. He mentioned the different between the two. He asked for my preference on the floor level, and about things that I wanted to change from current apartment.

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.):

Andre control of the tour. We toured the swimming and the gym area. He took to explain the benefits of the community like the playground and the cost of water being included in the rent. The apartment that we toured was vacant. He led me through each room as he explained the differences in the floor plans. He described the the features and amenities of each area in the apartment. He reviewed pricing as he talked about the floor plans.

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.):

Andre was answered my concern to my satisfaction. If he didn't understand my question, he politely asked what I meant. He did remind that questions that he asked are to help him find the best apartment for me.

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."N/A5/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?Yes5/5
  •  Total: 25/25
    25
    100

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

Andre attempted to close me leading me to applying on their site today. He mention either he or Kristin are always in the office but did not arrange 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?Yes2/2
  • Did the leasing consultant introduce you to other staff or point them out if they were not within range to be introduced?Yes2/2
  •  Total: 18/20
    18
    90

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

Andre was enthusiastic, polite, and dressed professionally with a polo shirt and slacks. When I entered the office, he introduce me to Kristin, his co-worker. Andre never used my name throughout the presentation.

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 was professional, he did not asked any discriminator questions. He did not try to keep me from certain part of the community, or perform any delay tactics to prevent me from pursuing the rental. He did provide rental rates to me.

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.):

I received an email from within 2 hours of leaving the apartment. In the email, Andre thanked me for coming into Twin Ridge for a tour of our community and let me know if I have any other questions that he can answer for you and that he is looking forward to speaking with you soon.

Performance Evaluation

Total Phone Score: 94%
On Site Score: 96%
Total Score: NAN%

General Questions