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Report For Brittney Johnson at Wabash Manor Apartments

Report For Brittney Johnson at Wabash Manor Apartments

0%
Current Score
96.2%
Average Score
  • 92%
    1-25-2019
  • 100%
    06-18-2019
  • 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.):

Brittney answered the phone within 3 rings, announced the name of the property (Wabash Manor), introduced herself by name and asked for my name. Her tone was friendly and upbeat. She asked for my phone number in the event we got disconnected.

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.):

Brittney was quick to ask the apartment size desired, date I was looking to move, as well as expected occupants. She also asked if I planned to bring any pets and I said no.

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.):

Brittney was very polite and asked if it was OK to ask me a couple more questions. She asked about my employment and compensation information. She asked how I heard of the community, to which I replied apartmentguide.com. She asked where I currently lived and my reason for moving. I let her know I wanted to live closer to my mom. She asked my most important features and/or amenities in my home and community. I told her I would like a walk in closet and washer and dryer in unit. I told her convenience and safety were important to me.

Brittney asked if I had a preference as far as location of the apartment and I responded top floor was preferred. She proceeded to get insight on my current living conditions and I let her know that the space was my favorite thing; but I would like to change the fact that I am on the bottom floor. She asked what interested me in the area, and I said being right near 83 is convenient.

She repeated back my desired amenities and features and then let me know that there was 2BR availability at both communities they manage, Sequoia Manor and Wabash Manor. She let me know the price of Wabash starting at $900 with all utilities included, except electric. She said Sequoia started at $1000 with electric included but not gas. She asked if that was in my price range and I informed her that it was. She explained the differences between the 2 communities. Sequoia has central AC and also was little larger. I then let her know that I thought Wabash Manor would be fine, since it was the lower price.

Brittney invited me in for a tour. We agreed on 12:30 pm that same day. Brittney placed me on hold then let me know that time would be fine. She asked if I knew the location of the property and I told her that I did. She let me know that another consultant would be there as well, Lajuan (sp). She again confirmed that I had the address before hanging up.

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.):

Brittney was very deliberate in finding out my needs before mentioning the price. She then let me know that both properties had availability to meet my needs. Brittney also gave the pricing of the 2BR's at both properties (Wabash & Sequoia). She made sure to let me know that Wabash included all utilities, except electricity and that Sequoia did not include any gas and/or electric, but that it was renovated.

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.):

Once we established that both properties would meet my needs, Brittney kindly asked if I would like to visit the property for a tour. I let her know that I could come the same day. She asked me a convenient time and let me know the last tour is at 4:30 pm. We agreed on 12:30 pm after she put me on hold to ensure that she would be available. Brittney did make sure to ask if I was familiar with the location, to which I informed her I was.

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.):

Brittney was sure to repeat back the appointment time, which was 12:30 pm. She also offered to send me a confirmation email, but she quickly made the choice that it wasn't needed because I had made it clear I was already familiar with the area, and she had already got my phone number in the beginning of the conversation. Her tone was more than friendly and I sensed her willingness to assist me.

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.):

Brittney was very professional and I sensed the smile in her voice. She came across as genuine and natural. I was very satisfied with our conversation. She was thorough.

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, Brittney was right at the front desk, stood up and greeted me with a smile. I could tell she was expecting me by the way she called me name. She made small talk about my phone number being her birthday and did a great job at 'breaking the ice', while still being friendly and professional. She knew I had to get to work and within one minute already asked to go over my preferences that I had stated on 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.):

Brittney immediately pulled out my guest card and reviewed all of my phone responses including my desired move in date, apartment size, occupants, occupation, reason for moving and all other preferences.

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?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.):

I arrived at the property on time at 12:30 pm sharp and Brittney was right at the front desk. She stood up and greeted me with a smile. I could tell she was expecting me and called me by name right away. She quickly got right to it, as I had informed her I took a quick break from work. Brittney pulled out my guest card and reviewed all of my preferences. Quickly made a copy of my ID and we were already on the tour within 3 minutes.

She first explained the key control access panel and the security features as far as entry into the building. We entered the standard 2 BR model and she was very informative about the layout, features, and space. She even made mention of the option to paint an accent wall or mounting TV's, if desired. When explaining the kitchen features, she offered me a water. Brittney knew space was an issue for me and she was diligent about pointing out all closets and storage. We quickly went through each room where she detailed all amenities and features. Brittney let me know about the 24 hour maintenance and the weekly extermination options. She explained the laundry facilities and features, as well as the price ($2 per load). Brittney mentioned the Housekeeping team and let me know they clean the buildings daily Monday thru Friday. She talked about the importance of a clean community.

I asked about children in the community and if there were any buildings that didn't have children, as I disliked kids over top of my head in an apartment. Brittney handled my objections well. She firmly, but politely emphasized that they were a diverse community and they rented to anyone that qualifies. She said they rent to everyone and would never turn away residents just because they had a family. I then asked about safety and parking. She let me know it was well lit and that it was overall a great neighborhood.

Brittney pointed out the laundry facilities and the various locations of the dumpsters. She asked if I didn't mind if she showed me the fitness center. On the way, Brittney made a point to call out the laundry card machine. During the fitness center tour, Brittney let me know the value of a one time $25 fee which saves on gym membership. She nicely asked me if I was ready to complete the application, to which I declined. I let her know that I had a few places to see and I wanted to talk to my Mom first. She asked if there was anything that would prevent me from moving in and I said no. She also asked if there was anything that she didn't cover that I wanted to ask her. She asked me to set a date to come back, to which I declined again. She remained nice and made it clear that they would be there if I needed anything.

Brittney handed me a brochure and attached her business card and welcomed me to reach out to her directly with any questions or concerns. She gave me back my ID and asked if it was OK to get my email address, and I obliged. She closed with a nice thank you and, again, made it clear that she would be right there to help.

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?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.):

Brittney did an awesome job at controlling the tour. She was so respectful of my time since I told her I was on a break from work. She was quick and thorough, but I never felt rushed. She made a point to mention how the Housekeeping staff did a great job at cleaning the buildings Monday through Friday. She let me know how great the Maintenance team was and that they were available 24 hours. She also mentioned the bi-weekly exterminations.

Throughout the entire apartment tour, Brittney reiterated my desires, especially storage and space. Brittney let me know about fitness center and the one time $25 fee and advised that obviously a gym membership could be cancelled.

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 I asked Brittney about children on the property, she handled it very well. I let her know I currently had noisy children above my head and she apologized for my current circumstance. I also let her know parking was a concern for me and she let me know that there was ample parking on the property.

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.):

Brittney definitely exhibited a sense of urgency and did her best to close the deal, but was not forceful. She asked me to apply the same day and also asked if I wanted to set a follow up appointment on a specific day. She continuously asked if I had any questions and also asked if there was anything she hadn't covered.

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.):

Brittney was so personable, professional, and friendly. She was dressed professionally in a simple black dress and looked very nice. Our interaction was very genuine and a rapport was most certainly created. I could tell that Brittney is really a kind person and not putting on an act for me. Throughout the tour, she acknowledged several residents,(including kids) and you could tell that was a normal occurrence. Brittney called me by name the entire time and asked me questions to determine if the apartment could fit my needs. There were no staff members in range to be introduced.

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.):

Brittney never asked anything that would be considered discriminatory, nor did she try to steer me one way or the other. In fact, she was very firm about the property being diverse. She stressed that they were a multi family community and rented to anyone who qualified. Brittney gave all rental rates for both Wabash and Sequoia.

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.):

Brittney promptly followed up via email within one hour of me leaving the tour. Brittney even called me to follow up again two days after the tour. I was highly impressed. The entire experience with Brittney was a pleasant one. She truly exemplified all the traits any company would want in their leasing agent!

Performance Evaluation

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

General Questions