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Report For Ian P Garrison at 520 Park Avenue

Report For Ian P Garrison at 520 Park Avenue

0%
Current Score
89.4%
Average Score
  • 97%
    5-2-2019
  • 81%
    07-03-2019
  • 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.):

Ian was very enthusiastic when he answered the phone. He stated the community and introduced himself. He had a strong phone presence and seemed to be comfortable.

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.):

Ian navigated the conversation with ease. He had no problem asking me the questions he needed to find me the apartment I wanted.

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?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.):

Ian was very personable. He made me feel like he was going to find me the best apartment and it was going to have exactly what I wanted. What I loved is that he wanted to know what I loved about my current place and what I hated. He was able to get a lot of information from me because of his approach.

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.N/A3/3
  •  Total: 10/10
    10
    100

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

Ian ask me what the price range was that I was seeking but we never went over any pricing.

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.):

Ian scheduled my appointment that same day. He made me feel like he was eager to show me the property which made me want to get there quicker.

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.):

Ian and I had a great conversation. I told him I could come in 30 minutes he said he had availability for that time and that he would be waiting to assist me. He let me know where I could park since the property did not have visitor parking. He also gave me instructions on how to get buzzed into the building.

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.):

Ian was very relaxed and natural over the phone. He was detailed in his questions and made me feel like it was all about getting me what I was seeking.

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.):

Once I arrived Ian buzzed me in and came right over to great me. He asked me to have seat and he asked if it was okay if we went over a few things. He then asked me more detailed questions and we reviewed more in-depth the specific things I wanted and needed in my next apartment. Ian was excited about sharing 520 Park with me and this made me excited about seeing what they had to offer me.

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.):

We sat and talked in the lobby area of the building as he filled out the guest card on a tablet. We went over the date I needed, the apartment floor plan, and the date it would be ready in June. He asked me did I have any pets and when I said no but he shared the pet policy with me anyway just in case I decided to get one. Ian said to me, "it seems like where you live is really nice why are you moving?" I felt like that was nicely put and it didn't feel like he was prying into my personal business.

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?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.):

Ian went over every detail of what 520 Park had to offer. He knew closet space was important to me so he showed me the floor plan of the next available apartment with more closet space. He was very detail oriented even down to the garage parking and the outdoor reserved parking. Ian made me feel like he was paying attention to everything I said and making mental notes of my likes and dislikes.

Ian definitely had no problem asking the right questions to get me to elaborate on my preferences. a

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.):

Ian asked where I wanted to start the tour and I said the apartment and we went to the model. On the way up stairs, Ian shared with me the age of the structure and that it use to be a warehouse and that's why it had a certain look. He also used this time to talk about the great maintenance team they have at 520 Park. Once in the model Ian remembered that I liked a more open floor plan, counter space, and closet space was important to me. He quickly pointed out the open floor plan and counters. While in the model we talked about pricing, the electric that would be paid to BGE, the water bill, and the noise factor.

Ian was able to add value with features like the fire pit area, the bike area, the community room that was also available for rent, the conference room, the mail room and more.

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.):

My concern was thew closet space in the model and when I told him I wasn't happy with the limited space Ian immediately asked me to explain what I wasn't happy about. He then showed me a space in the 2nd bedroom that I could use for closet space. We talked about hanging shelves in that area or adding racks for additional space. He also reminded me about the other two-bedroom with the larger closet space which wouldn't be ready until after my desired move date. He asked me about flexibility with my move in date.

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?Yes5/5
  •  Total: 25/25
    25
    100

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

Ian asked me while in the model if I was interested in applying today and he asked again as we were looking at the amenities. I mentioned to him that I wanted to bring my husband by to look at the apartment. He did share with me that the apartment coming up was the only one for my time frame and that it was easy if I wanted to secure it. Once we got back to the lobby area we talked about scheduling another appointment for Friday or Saturday.

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?N/A2/2
  •  Total: 18/20
    18
    90

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

Ian was professionally dressed and greeted me with a nice smile. He did an outstanding job showing the property. I was blown away by how accommodating and detailed oriented he was. He said he loved 520 Park and you could tell in his presentation. He was believable and inviting. Ian made me want to live 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.):

At the start of the tour I told Ian I wanted to move because my car was broken into and that someone was robbed where I currently live. I asked about the safety of the area and if I would have any problems. He said crime is going to happen any where you go but at 520 Park you have to buzz in your guests. He also shared that you have a key fob to let yourself in and out of the building. He also talked to me about the garage parking. Later in the tour, I mentioned that it was really quiet in the building and I asked if there were any kids. Ian replied that we rent to anyone that qualifies.

When we sat down after the tour he asked again if I wanted to apply that day? We talked about application fees, security deposit, garage fees, outside parking fees, and the cost of each of the different floor plans. We talked about availability again and what would work best. At that time we also talked about me coming back with my husband. I told him I would bring him by for a quick look at the the apartment and he shared that he would like to give him the full tour just as he gave me. I WAS SOLD!

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.):

Ian followed up with me via email the next day to thank me for touring and tried to scheduled an appointment for me to bring my husband to see the property. He also called me a few days later and left a very detailed message. Ian was exceptional and I would definitely rent an apartment at 520 Park.

Performance Evaluation

Total Phone Score: 95%
On Site Score: 99%
Total Score: 0%

General Questions