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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 with the name of the community and she introduced herself. I told Michelle I was looking for a town-home to rent. She asked me when I was looking to move and I explained that I was selling my house and waiting on a settlement date so it may be before Christmas.

Michelle was professional. I didn't feel much enthusiasm in 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.):

Michelle answered the phone with the name of the community and she introduced herself. I told Michelle I was looking for a town-home to rent. She asked me when I was looking to move and I explained that I was selling my house and waiting on a settlement date so it may be before Christmas. She asked if I was looking for a two or three bedroom. I said a two bedroom would suffice. Michelle confirmed the square footage was the same. She explained he differences and I told her I was online at the moment looking. She asked me my name and I gave her my first name. She asked how many occupants and I told her my nephew would be with me and he is under 18 years old. She asked about pets and then she asked what type of dog I had. I told her a Border Collie.

She asked if there were any features I was seeking. I told washer/dryer and storage space. She said they have both. She said they would have both two or three-bedroom available for mid-December. I responded with “Oh Great!” She indicated they have availability now for that time but that could change. This added a sense of urgency. She asked me what budget I wanted to stay within. I told her under $1,800.

She described the difference between the garage and the unfinished basement. She quoted me $1,235 a month. She told me what was included in the rent and what was not. I asked about the average utility bill and she said depends on usage and she went on the try to give me an idea.

Michelle used my name throughout the conversation. She invited me in for a tour and we agreed on the upcoming Tuesday. She finally took my last name and my phone number.

She recapped our conversation and gave me more information. She told me the pet fee and she asked me the weight of the dog. She explained the pet certificate. She went over the application process which included the screening process. Also, the security deposit was reviewed.

Michelle double checked her schedule and we decided on an appointment time. She gave me directions on how to get there. We repeated the appointment date and time and we said our goodbyes.

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?N/A5/5
  • 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?N/A5/5
  • Did the leasing consultant ask what interests you about the local area?No0/5
  • Did the leasing consultant ask you "what else" or encourage you to expand on any of your answers?Yes5/5
  •  Total: 25/40
    25
    62.5

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

Michelle did not ask if she could ask me more questions. She asked me all the qualifying questions but it seemed she awkwardly struggled to lead into the Discovery questions.

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 did ask me my budget and then she gave me prices.

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.):

Michelle did invite me to visit the property and she gave me directions.

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.):

We reviewed the appointment time at the end and she gave me directions. We said our friendly goodbyes.

Telephone Professionalism

  • Was a sense of rapport created?No0/2
  • Did the leasing consultant control the conversation with finesse?Yes2/2
  • Was the presentation natural, not canned?No0/2
  • Did the leasing consultant use your name during the call?Yes2/2
  • Were all of your questions answered to your satisfaction?Yes2/2
  •  Total: 6/10
    6
    60

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

Michelle was professional and friendly yet not enthusiastic. I think is part of her personality but it didn't help with building any rapport. It seemed she was just going through the motions.

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.):

I walked up the steps into the office and was greeted by Michelle, who introduced herself and shook my hand. She was standing at her desk looking through paperwork when I arrived. She smiled and was friendly throughout our interaction. She seemed genuinely eager to assist me and reviewed my information that I provided to her on the phone call earlier in the day.

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 documented the information I provided to her earlier during our phone call. She reviewed some of this information, including the date I wanted to move, the number of bedrooms, number of occupants, if I had pets, why I was moving, and where I worked. She explained that they offer incentives for certain employers, such as fire departments, police departments, etc. She reviewed the pet policy with me in case I did want to adopt a pet in the future.

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?No0/5
  • "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?N/A5/5
  • 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?N/A5/5
  • Did the leasing consultant ask you "what else" or encourage you to clarify or expand on any of your answers?No0/5
  •  Total: 20/40
    20
    50

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

I stated that I needed a washer and dryer in the unit and Michelle made sure to point this out in the unit. The community didn't have amenities other than a playground and walking trails, which weren't shown to me. She reviewed the floor plans of the other units with me. I wasn't asked anything about where I currently lived or what I liked about the immediate area but I told I was originally from the area. I wasn't asked to expand upon any of my responses.

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"No0/1
  • 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?N/A3/3
  • Did the leasing consultant discuss surrounding area benefits that you said were important to you?N/A2/2
  • 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: 21/22
    21
    95.45

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

Michelle took the lead with the conversation and tour. She gave me thorough tour of the model and reviewed all the features and amenities. She asked me basic questions about my wants and needs and showed me each room and area of the model apartment. The community didn't have amenities to view but she did tell me where the playground and walking trails were located. She also thoroughly reviewed the costs, including utilities. She made no mention of the onsite staff but did introduce me to a maintenance employee who entered the office while I was there. She made note that I absolutely needed a washer and dryer in the unit and made sure to show me this in the model.

She also mentioned a current special for several available units that discounted the first month's rent by $500.

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 objection was that I was still looking and wanted to keep my options open. She offered to assist me with any apartment search, even if I decided not to move into this community. She showed me the floor plans of every available unit and gave me pricing and addresses so I could drive by them.

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

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

I felt a sense of urgency since the town-homes seem to rent quickly. All of the upcoming available units were not yet vacated. Michelle asked me my thoughts and walked me through how to apply online. She showed me where to go on their website to apply and discussed that their credit approval determines the down payment.

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?No0/2
  • 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: 16/20
    16
    80

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

Michelle was appropriately enthusiastic and friendly throughout our interaction. Her presentation did not seem canned and she spoke in a conversational manner. I was comfortable speaking with her and felt like I was chatting with an acquaintance. She was dressed in business casual attire and was professional while speaking with me.

Michelle did not use my name during our conversation. She didn't ask me any more questions while I was onsite regarding my wants and needs. I was introduced to a maintenance employee who entered the office while I was there.

Overall, Michelle stayed focused on telling me everything about the town-home and the application process. She didn't spend as much time learning about my new home search.

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 ask any discriminatory questions. She also dodged my question regarding if a lot of children lived in the community and she immediately started discussing the playground they have onsite.

When I asked a security question regarding lighting at night, she stated that the Northern Regional Police Department was only a few miles away. She also stated that they don't really have any issues there.

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 did not receive any follow-up after this visit.

Performance Evaluation

Total Phone Score: 84%
On Site Score: 75%
Total Score: 0%

General Questions