Top

Report For Michelle Snell at Greenbriar Estates

Report For Michelle Snell at Greenbriar Estates

0%
Current Score
78.48%
Average Score
  • 79%
    3-22-2019
  • 78%
    10-18-2019
  • 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.):

Michelle answered the phone and introduced the community and then introduced herself. She also asked for my name.

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.):

Michelle asked all of the above qualifying questions. I told her that I was looking for a two bedroom home. She let me know that she had no available two bedroom townhomes available until mid-May but she did have 3 bedroom townhome available.

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?No0/5
  • 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?No0/5
  • 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: 30/40
    30
    75

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

Michelle started asking me Discovery questions but did not ask me first she could continue with questions. She did ask about what features were most important to me and I let her know that I wanted a townhome with an updated kitchen and bath. Michelle asked me how I heard about the apartment and I told her apartments.com. I told Michelle that I would be moving for work when she asked.

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.):

Michelle provided me with the price only after learning what size apartment I needed and we discussed the use of space.

She confirmed that the quoted price fit my needs. She quoted the additional fees for trash and sewer that were billed through the town. She also let me know that The townhomes were built about 10 years ago so they were fairly new.

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.):

I was invited to view the property. We set an appointment for Tuesday morning. Michelle did not ask if I was familiar with the location or offer directions to the community.

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.):

Michelle repeated the appointment back to me. She did not ask for my email or phone number. We ended the conversation with a friendly goodbye.

Telephone Professionalism

  • Was a sense of rapport created?No0/2
  • Did the leasing consultant control the conversation with finesse?N/A2/2
  • 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: 8/10
    8
    80

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

Michelle did not really create a sense of rapport. She provided me with a lot of information during our phone call. She spent a lot of time going over the rental application process. Her presentation felt very by the book and did not feel completely natural. Michelle did use my name several times during the conversation and all of my questions were answered to my satisfaction. She almost provided too much information initially. I would have been more interested in hearing more about the community and less about the rental process.

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?No0/5
  •  Total: 15/20
    15
    75

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

When I arrived Michelle stood to greet me and shook my hand. When I arrived I told her who I was and she confirmed that she was Michelle. She seemed eager to help me and reviewed my occupation to see if I qualified for any of the preferred employer discounts.

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.):

Michelle had a guest card ready when I arrived and filled in additional information as we talked. She reviewed that I was looking for a two or three bedroom and then we discussed a three bedroom townhome that would be available sooner. She asked why I was moving for work, I told her that I worked in consulting and York was my new territory. She asked me again if I had pets and then realized that she already had that information on my guest card.

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?No0/5
  •  Total: 25/40
    25
    62.5

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

Michelle reviewed that I wanted a two bedroom townhome. I was interested in an updated townhome and all of the townhomes in the community were built in the last 10 years. She also asked if I had a preference for a townhome with a garage or an unfinished basement. I told her that I did not have a preference. She went over the community features and also showed me where the upcoming available home was located in the community.

She asked me why I was moving and I let her know that I was moving to York for work and that was why I was considering the local area. Michelle really did not ask me any "what else questions" she talked a lot and often I felt that she talked over me.

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.N/A2/2
  • 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?N/A3/3
  • 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.):

Michelle was in control of the tour. She talked about how great her maintenance team was and let me know that all the maintenance requests were processed online and that was also emergency maintenance 24-hours a day. We did not tour any of the recreational areas, just the model home. There were no community amenities to see so points given for #4.

During the onsite discovery, Michelle described the appliances as being well maintained which was important to me. I also told her that a lot of natural light was important to me as well. Michelle also talked about all of the local amenities including restaurants, shops and proximity to 83 and route 30.

We toured the model and she pointed out how much natural light there was in the one car garage townhomes. Value was added when Michelle let me know that management took care of all the grass and snow removal.

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

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

My concerns were that the community was in a very rural area. She addressed those concerns by going over all of the local amenities. At the very end of the tour, Michelle told me that she was interested in helping me find something that I was comfortable in that met my needs. Townhomes with garages or basements were offered as options.

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?No0/5
  • "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?No0/5
  •  Total: 15/25
    15
    60

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

Urgency was created during the presentation because there didn't seem to be a lot of townhomes available. In my moving time frame, there was only one. Michelle did not directly ask me to apply that same day. She did tell me that I could apply online when I was ready.

Onsite Professionalism

  • Was the leasing consultant enthusiastic?Yes4/4
  • Was the presentation natural, not canned?No0/2
  • 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: 18/20
    18
    90

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

Michelle was enthusiastic throughout the tour. Her presentation felt a little more canned than natural. She repeated herself a lot in the beginning of the presentation and seemed to talk in circles. She was definitely polite and seemed sincere during our tour as well. Michelle was dressed in a suit and she also wore a name-tag. She did not use my name frequently during the presentation.

Throughout the presentation, I did feel like Michelle made an attempt to discover my needs and she checked in with me to see if the kitchen updates met my standards which they did. We did not see any other staff during the tour.

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.):

Michelle did not do anything that could have been perceived as discriminatory. I did not feel steered during the tour. Michelle did not do anything to delay the tour but she offered almost too much information and she talked a LOT. She also talked over me quite a bit during the tour and that was frustrating. She did supply rental rates and went over the additional costs for pets, trash, and sewer.

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.):

I have not received a follow-up phone call or email.

Performance Evaluation

Total Phone Score: 83%
On Site Score: 76%
Total Score: 0%

General Questions