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Report For Patricia Jarrell at Riverside Apartments

Report For Patricia Jarrell at Riverside Apartments

0%
Current Score
94.27%
Average Score
  • 92%
    04-16-2019
  • 92%
    07-6-2019
  • 99%
    11-07-2019
  • 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.):

During the telephone greeting, Patricia Jarrell introduced herself, stated the property name, asked me for my name in a friendly and professional manner.

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.):

Patricia did ask about the apartment size I needed, the date of need, the number of occupants. She also asked if I was considering bringing pets and explained price and breed restrictions. Patricia did ask for my reason for moving and how I heard about the property. She asked if I had any other preferences as related to floor levels and balcony.

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?N/A5/5
  •  Total: 40/40
    40
    100

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

Patricia did ask what features and amenities were important to me and if I had looked at the apartment online. She asked if I had any other preferences as related to floor levels and balcony. She did ask if I was familiar with the area and what was my reason for moving to Riverside apartments but she did not ask why I was interested in that local area. So points given for question #7. She did ask if there was anything I would like that we had not discussed?

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

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

Patricia asked for my price range towards the end of our conversation after she had given me the rates.

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.):

Patricia invited me to visit the property the same day. I filled in a time slot 1:30pm. She approved the available time. She did ask if I was familiar with the directions and offered to email 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.):

Patricia asked me for my email address. She closed with saying her name is Patti. She confirmed that we would meet at 1:30pm that day and said good-bye in a friendly manner.

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.):

Patricia was very friendly on the phone. She definitely controlled the conversation with finesse so it made her presentation natural. She used my name after I told her my name. I was satisfied with her answers to the questions I had.

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. N/A5/5
  • 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 Patricia was on the phone. I stood for at least five minutes. When she got off the phone she walked towards me and introduced herself and then acknowledged me. Once we had finally introduced each other she did seem eager to help. She reviewed my needs which she had on a guest card from our phone call.

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?No0/2
  • 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: 10/12
    10
    83.33

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

We sat down and she reviewed my guest card. She reviewed the date of need, apartment size, floors, pets, appliances, and wall paint was reviewed. Patricia reviewed all the Qualifying questions but not the number of occupants.


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."N/A5/5
  • 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.):

Patricia was very enthusiastic. She reviewed the rates for the different floor levels that met my budget needs and within my move date. She confirmed that I was OK with the rates. She described the differences in apartment features on each floor level and explained the pet policy. She recapped that I wanted a two bedroom. She asked if I had any questions about the community. I did prefer a second floor apartment. We toured a ground level model. Two bathroom was important for me and the apartment we walked through was a two bedroom/two bath. I was given a floor plan for the second floor after 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"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?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.):

Patricia did not ask most of the Discovery questions before we left for the tour. She asked for my ID and we left for the tour. Patricia asked if I was interested in seeing the amenities and I said yes. She controlled the tour and we covered my important amenities like the gym and pool area.

Patricia pointed out the entry access method and the in home security system. She toured the model and highlighted the two bathrooms and the balcony. She added that Riverside Apartments was the best in the area and pointed out that I would not need a gym membership anymore if I choose Riverside Apartments.

After the tour she asked if I wanted to apply. We walked through the community center which was also in the same building as the leasing office. We toured the gym, pool, common sitting areas and special events coming up for the community. Patricia also talked about recycling and utilities.

We didn't discuss the surrounding area benefits. We only discussed the apartment and the community amenities.

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? N/A5/5
  • 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.):

Patricia acknowledged my concern about safety when she addressed the secure access and security system. Patricia asked me to give her a call after I had shopped around and choose to reside at Riverside. She added, Riverside Apartments is the best in the area.

She continued to ask me "what I thought" several times during the tour.

Closing

  • Was urgency created during the presentation?No0/5
  • 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?No0/5
  •  Total: 15/25
    15
    60

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

I did not sense urgency during the presentation. We did review my preferred number of bedrooms and bath, and safety features in summery. The consultant did not talk about balcony area. Patricia offered the option to apply after the tour. No specific return day or time was arranged.

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?Yes2/2
  •  Total: 18/20
    18
    90

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

Patricia was enthusiastic throughout the tour her presentation seemed natural. She was very friendly and polite. She was dressed appropriately. However, she did not use my name at all during the tour. She introduced her manager to me briefly as we were leaving the leasing office for the tour.

Patricia did ask about where I worked before I left; however, she did not go over anything about the application process other than providing me with a link to apply. The tour felt rushed and last just under 15 minutes.

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.):

Patricia did not ask any discriminatory questions. She did take me to a ground unit with no balcony even though my preference was a second floor with balcony. Patricia discussed rates during the tour.

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.):

Patricia emailed a Follow up (Thank you) email the same day after my tour. The email covered a summary of the tour, an application link, a link to a virtual tour of the two bedroom, two bath apartment, pet policies, amenities, link to floor plans and lastly offered to answer any questions I may have.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 87%
Total Score: 0%

General Questions