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Report For Sundi Gaither at Allyson Gardens

Report For Sundi Gaither at Allyson Gardens

0%
Current Score
93.14%
Average Score
  • 95%
    6-1-2019
  • 91%
    7-6-2019
  • 93%
    08-29-2019
  • 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.):

Sundi was very friendly and professional. I could sense a smile in her voice and genuine interest in helping me. She started the call with her name, property name and also asked for my name. She immediately asked if I was familiar with the property.

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.):

After her introduction, she asked what size apartment I needed as well as the date needed. She asked me how I heard about the property and if I was on the property website. Sundi quickly clarified that there were two communities - Allyson Gardens I and Allyson Gardens II. Sundi did ask if I would be bringing a pet and made me well informed about the pet policy and pricing. She was very clear that two pets was the maximum, and explained the monthly fee as well as the non-refundable deposit. She also asked my reason for moving.

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.):

Sundi quickly answered with a nice professional greeting and tone in her voice. She was very polite and always let me talk. She asked what size I was looking for and time frame to move. She asked if I was looking online, and explained the difference between Allyson Gardens I and II. She let me know that she could give pricing and information on both communities.

Sundi asked my maximum budget and let me know that both properties could accommodate. Sundi was kind and always made sure it was okay before asking me further questions. She was very thorough about finding out my needs and wanted to know anything that would be a 'deal breaker' for me in my apartment search.

She then guided her conversation based on which property, (Allyson Gardens I or II) would fit my need. She was very open to me asking questions and tried her best to get me to be specific with my responses. I told her I really wanted closet space and asked about storage. She handled it well and said they did not offer storage, but Allyson Gardens I had a very spacious floor plan, with over sized rooms and closets. She let me know the price and square footage of the two-bedroom that would available and fit my need. She was very detailed in differentiating between the two properties. She gave me the price differences as well. She then asked if I wanted to make an appointment to see the community and we set the appointment for the next day. She gave the hours of operation and asked if morning or evening was best for me. She then asked if it was okay to get additional information from me. She asked for my name, phone number. and email address.

When she asked about occupants, I let her know that my niece would be moving with me. She went on to ask her age and explained the application fee, approval process, and security deposit in great detail. She asked if I had pets and explained their pet policies and fees. She asked me to be specific about anything I wanted in my home and/or community. When I asked about renovations, she let me know that a renovated apartment was available. She knew the year both properties were built and was extremely knowledgeable and informative.

She asked why I was moving and I let her know I was selling my home. I told her I liked the area and I was moving with my niece. She very humbly asked my occupation,in order to see if she could offer me a preferred customer 5% discount. She was very apologetic about real estate not being apart of that program.

She went over the appointment time again and told me and/or my niece to bring a government ID in order to do a tour. She concluded by asking if I had any other questions and let me know that the rental office was actually the clubhouse. She mentioned that Eboni would be there the next day as well; but she would let her know that she had an appointment with us. Sundi concluded with a friendly thank you and goodbye.



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.):

Sundi was very specific inquiring about my needs before she mentioned price. She started out by asking my maximum budget and was very eager to inform me that both properties (Allyson I & II) would accommodate my stated budget. She also informed me of the amenities that I said were most important to me, which was the on site laundry facilities. As I mentioned space as a concern, Sundi thoroughly explained floor plans and square footage of both properties. She then went into the application fee, as well as the entire online application process. She even made mention of WPM Management and Property Owner's Exchange. She made a point to let me know how easy and fast the entire application process would be.


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.):

She asked if I was interested in scheduling an appointment to come take a look at the community and proceeded to ensure that I knew the location. She was intent on making it convenient for me and asked if I preferred a morning or afternoon appointment. She did not need to offer directions, as I made it clear I was familiar with the area.

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.):

Sundi closed by repeating the appointment time back to me, which we set for 11:00 am the next day. She also informed me to bring a government issued ID, in order to tour the property. She let me know that she would be there and would personally take us (me and niece) on a tour. She also mentioned that Eboni would be there in the office as well, but that she would let her know that she had an appointment with us. She had already asked for the name, number, and email. She asked if I had anything else to add and the good bye was very nice and kind.

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.):

Overall, I felt like Sundi made me feel comfortable and came across as genuine. It seemed like she went out of her way to ensure that our conversation was tailored to meet my specific needs. She was calm, but yet confident, in a good way. She lead the conversation, but still listened. All of my questions were answered in detail and I was very satisfied.

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.):

When I arrived Sundi was with another person, but acknowledged me with a smile right away. When she was done, she promptly came over and stood while introducing herself with firm handshake and again, a smile. She asked for my name and displayed a genuine interest in helping 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?No0/2
  • 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.):

We immediately sat and she pulled the guest card she created from the phone conversation with Tina (Phone Shopper), who had posed as my Aunt the prior day. She went over that information with me and confirmed that my Aunt and I wanted a two-bedroom by the end of June and that we had no 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."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.):

Sundi asked me specifically what I was looking for in my home and/or community as far as amenities, floor, deal breakers, etc. I let her know I had looked online at apartmentguide.com. She explained to me the differences between the two properties(Allyson Gardens I & II). She even referenced them from the window, which we could see from where we were sitting. She made me aware of the dates both properties were built, as well as the recent renovations. She explained the differences in amenities and utilities between the properties very clearly. Sundi asked why we chose the area and repeatedly asked if I had any questions. She asked where I currently lived and I let her know my objection was that it was small. From then on, she repeatedly mentioned space and square footage of the available apartments. She also apologized and thanked me for my patience while I waited for her and always referred to me by name.

Sundi also offered me coffee and water. She went over all of my preferences as far as amenities and floor and gave me the prices on each availability. Sundi explained the ease of the application process as well as the prices and security deposit price range ($40 application fee per person and $99 up to 2 months rent for security deposit). She also took time to praise the screening company (Property Owner's Exchange), as well as WPM, the management company. She detailed how both companies make things easy for potential residents and residents. She also mentioned that the corporate office was only 7 mins away, and therefore convenient. Sundi suggested we drive to the model rather than walk, so that I could see more of the community. We then left for the tour.

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.):

When we arrived at the building, before even entering the model, Sundi made sure to explain everything outside like parking, trash, mailboxes, playground, pool, community layout, breezeway cleaning, maintenance and landscaping. When asked if parking was well lit, she assured me that it was. When we entered she saw my phone in my hand and suggested that I make a video for my Aunt to see the apartment, which I of course pretended to do. She pointed out all the features like the enclosed balcony, dual vanity bathroom, kitchen appliances/cabinetry, carpet and washer/dryer. Throughout the entire tour, she asked if I thought the space would accommodate me and my Aunt. I inquired about additional storage, she said there wasn't any, but offered to find one in the area. When I asked if there were a lot of kids in the community, she made it clear that it was a kid friendly property. She firmly stated that WPM rented to any qualified applicant and didn't discriminate against children and followed the Fair Housing laws. However, she assured me that any excessive noise from kids(or otherwise) would be promptly addressed by management. When leaving, she asked if I wanted to apply that day and definitely displayed a sense of urgency to close the deal. But it was not pushy. We went back to the office where she went over the floor plans and prices of the available apartments.

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.):

When asked about additional storage space, Sundi informed me that none was offered by the property. But that she would be more than happy to refer me to an outside storage company in the area. She handled my objection gracefully and offered to help with a solution.

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.):

Sundi went above and beyond to make the property appeal to me. She often referenced the fact that I needed to move by June 30th and they would have availability on June 21st, and therefore allotting time for an easy transition. Sundi did ask me to apply today and I informed her that I would wait for my Aunt and I had to look at a few other properties in the area first. She was not pushy about applying, but made it clear she was willing to help if we decided to go with Allyson Gardens. She took me back to the office and thoroughly explained all floor plans and prices. She even gave me the address of the actual unit, and suggested that I drive and check out the building and referenced where it was based on our drive to the model. She again apologized for my initial wait. She did ask one more time if I wanted to apply that same day. She gave me her business card and explained in great detail how to apply online at our desired property and asked if I had any other questions that she did not cover.

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?Yes2/2
  •  Total: 20/20
    20
    100

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

Overall, Sundi was polite and personable the entire presentation. She was so genuine that it almost felt as if we were friends by the end of the tour. She not only looked the part, but had the personality and professionalism to back it up. It never felt scripted and I felt that she was genuinely trying to make sure that Allyson Gardens could make me a happy resident. In the office before the tour, she did point out Eboni, as she was the only other employee ever in out vicinity. I noticed how attentive Sundi was to everyone in the room. When other people entered the office, she acknowledged them and even asked whomever she was currently with if it was okay first. Sundi was truly awesome. So much so, that I would really consider Allyson Gardens as an apartment option in the future.

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.):

When asked about noise and children, Sundi was clear and let me know that the property did have children, but the company was purposeful in not keeping statistics on that. She let me know that would be a Fair Housing violation and that Allyson Gardens rents to any qualified applicant. She never tried to steer my decision either way. She always phrased her questions based on if I thought the apartment would fit our needs. She also assured me that if noise from children (or otherwise) ever became a concern, it would promptly 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?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.):

Sundi never asked for contact information from (Onsite Shopper), Ayanna. Maybe because she had the contact information for the (Phone Shopper), Tina, who initially posed as a potential resident with, Ayanna (Onsite Shopper). However, Sundi did not follow up with Tina (Phone Shopper) nor Ayanna (Onsite Shopper) via email or phone.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 91%
Total Score: 0%

General Questions