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Report For La'Asia Williams at 520 Park Avenue

Report For La'Asia Williams at 520 Park Avenue

0%
Current Score
90.51%
Average Score
  • 91%
    10-17-2019
  • 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.):

La'Asia answered the phone within a few rings. She was friendly and pleasant sounding. She stated the property's name and introduced herself. She did ask for my name and was very pleasant. I enjoyed her tone.

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.):

I told La’Asia I wanted a two bedroom when she answered the phone. She told me she only had one 2 bedroom available. She told me about the concession they were giving on that apartment. She immediately invited me in for a tour. We agreed on the following day for a tour. She took my first and last name, phone number, and email address. She asked how I heard of the property and I mentioned Apartments.com.

We discussed my move-in date and if I was flexible. She asked how many occupants and if I had any pets. She asked what I liked about the area where I currently live. I told her that it is time for a change. She used my name in conversation. She asked me if I had a maximum budget.

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?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?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.):

La’Asia called me back within 3 minutes after we hung up and said she missed a few questions she still had for me in order to find my best home. She asks more questions to complete her guest card on me.

She asked me about what I wanted in my apartment. I told her a dishwasher, 2 bathrooms, and a washer and dryer. I brought up amenities and asked if they had a fitness room. She said, "yes" and that it was huge. I told her that I was on apartments.com. She asked if there was a certain floor level that I preferred. I asked her for tips and she explained that if I wanted more natural sunlight that I should go for an exterior level. I said I liked the exterior suggestion. She asked what interested me in the local area. I told her that I liked downtown living with all the restaurants and the easy walk to Harbor Place.

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.):

La’Asia mentioned right at the start that there was a two-bedroom apartment available for $1,999 monthly and $500 off of the first full month. She even mentioned a one-bedroom with a den since price was an issue. She did ask what I was looking for in my budget. I said $1,500; however, that could possibly change. When I asked about if there is a fitness center, she said that that it was huge and that if I had a gym membership, somewhere, that I could cancel it. It sounds like a value-added benefit to me.

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

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

La'Asia did ask me if I wanted to come and visit. She didn't ask if I were familiar with the area since I already established that I was very familiar. She didn't need to offer any directions. She was very pleasant.

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.):

La'Asia confirmed I would see her the following day. She said that if I didn't call with an appointment that I could always drop-in. I said that was fine. She asked for both my email and phone number. and she thanked me for my time and gave me 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.):

Speaking with La'Asia there was a sense of rapport. I liked her easy-going way. She controlled the conversation. Her presentation was pleasant and natural. She didn't seem canned. She did use my name a few times. She answered all of my questions.

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.):

La'Asia was standing when she greeted me because she had to answer the buzz-in door to let me in. She was polite and professional. She asked my name and introduced herself. She seemed eager to help me. She didn't ask permission to ask me more questions but she did grab a guest card when we were in the office together and she reviewed my information that we had discussed over the phone.

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.):

La’Asia did use the guest card that she took the time to fill out from yesterday’s phone conversation. She went over that I needed a two-bedroom apartment. She asked if my move date within 30 days was mandatory or was I flexible. I told her that if I liked what I saw than I would be flexible. While we toured, she reviewed the number of occupants and my reason for leaving where I currently was living. She did not ask me about my place of employment. I told her later on during our wrap-up time in the office so points given. She did ask about pets and I told her I have a cat. She asked about pets on the phone, as well.

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.):

When I arrived, I asked La’Asia where the restroom was. She took me to show me. Before we got to the restroom, we were passing the lounge area for the residents. She pointed that out, first. That was something we discussed over the phone. During our office visit, she just went over preliminaries like numbers and such. Features and amenities were covered during the actual tour. Floor plans were all covered during actual tour. many things were completed over the phone and during the actual tour. She didn't ask if there were things that interested in the area where I lived, now. She didn't ask what would I change.

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?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."")"No0/2
  •  Total: 17/22
    17
    77.27

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

La’Asia did not ask if I'd prefer to see the amenities first or the apartment. We went straight to the apartment. We toured a two bedroom and one bedroom with den. She highlighted everything but the dishwasher. The value was added to the fitness center but that was over the phone.

She was in total control of the tour. There was a manager and another co-worker in the office but no introduction was made.
She showed me the fitness room, and lounge/resident area. We discussed rodent exterminators when I asked. She told me about the parking and concierge services.

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.):

La’Asia was quick and professional when acknowledging my concern regarding loud children in the building. She said that they rented to all who qualified.

She did say that she wanted to help me find something no matter where I chose to live. The option she offered besides the two-bedrooms was the one-bedroom with a den.


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.):

La'Asia did create a sense of urgency when she reminded me that there was only one apartment available. She did ask me to apply that same day. There were no objections to overcome. The place is great! She said that she'd reach out to me later sometime for follow-up.

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.):

La'Asia was enthusiastic and professional. She did her job well. She created rapport and was well-dressed. The presentation sounded genuine. She was also natural and didn't sound canned. She knew my desires from the phone call.

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.):

La'Asia did not try and steer me to certain size units, frustrate me with delay tactics or ask me discriminatory questions. She presented me with rental rates via her brochure.

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.):

La'Asia did not followed up with a phone call or an email.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 85%
Total Score: 0%

General Questions