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Report For Brittany Johnson at Wabash Manor Apartments

Report For Brittany 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.):

After the 2nd ring… Brittany answered the phone and stated the name of community and she introduced herself.

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.):

Brittany covered all the qualifying questions.

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.):

After the 2nd ring… Brittany answered the phone and stated the name of community and she introduced herself. I told her I was checking availability of their apartments and I needed either one- or two-bedroom depending size and price. She asked me my name and phone number. She asked how soon I was looking to move. I told her mid-October. She seemed to be writing everything down. She asked me which community I was interested in and I told her the community with central air conditioning. She directed me to Sequoia Manor. Something odd was going on with the phone on Brittany’s end but all was clear on my end.

Brittany gave me the square footage and I told her it seemed small. She asked if that would be a problem and I said that it was fine. She asked me if I had a pet and I told her I had a dachshund. She gave me the pet fee. She asked how many occupants and I told her just me. She asked me if I had a job and what I did for a living. I told her I was in real estate. Brittany asked where I currently lived and I told her I was selling my home and waiting for a settlement date. She asked how I heard about them.

Brittany seemed distracted at times during the call. She excused herself and put me on hold for about two minutes. She came back and ask me what was important to me in my new apartment home. I told her a washer and dryer and closet space.

She asked me about my community and floor preferences. She covered all the Discovery questions.

I told Brittany that I wanted a renovated apartment and she told me she didn’t have any at the moment and she said she wouldn’t know if she would have any during my move time as of yet.

I felt the call was lingering on for some time and she had not invited me in for a tour. Again, she seemed distracted. I asked if they had a model I could see and she said she would have something to show me. We decided on a time and day I would take a tour. She repeated the time back and asked if I needed directions.

Lastly, she asked for my email address to send me an appointment reminder. I did receive that email. She minded me to bring my driver’s license. Brittany thanked me for calling and we said our goodbyes.


Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.N/A5/5
  • 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. N/A2/2
  • 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.):

We did not discuss price. Points given.

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.):

I felt I had to nudge Brittany to get an appointment. She seemed very distracted on the phone; However, we did set an appointment.

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.):

She repeated the time back to me and she gave me a friendly goodbye.

Telephone Professionalism

  • Was a sense of rapport created?Yes2/2
  • Did the leasing consultant control the conversation with finesse?No0/2
  • Was the presentation natural, not canned?N/A2/2
  • 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.):

Overall, Brittany had a very friendly tone on the phone; However, she seemed distracted. She put me on hold for almost two minutes.

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 entered the leasing office, Brittney immediately stood up and shook my hand and welcomed me by asking if I was Elizabeth. We then had some polite small talk and she went into going over my needs making sure that what she had written previously from our telephone call was correct. She was very warm and seemed extremely Happy to help 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?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 went over all of the questions that she asked me on the phone while I was in the office. She reviewed my move date, number of occupants, and if I had any pets. I told her that it would only be me in the apartment and my cat. She confirmed where I worked and that that was the reason I was moving. She was recited all of this from the information she had taken from our telephone call.

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.):

Brittney reviewed my preferences for an updated apartment and that I wanted some space in the kitchen for a microwave without taking up too much counter space. I also needed closet space and a balcony. She recited that I wanted a community close to shopping. She also confirmed that I wanted to be on the second or third floor. She reviewed the discovery questions about my current living situation as we discussed over the phone and the fact, I would be living closer to my new job.

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.No0/2
  • 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?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: 19/22
    19
    86.36

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

Brittney took me to tour the apartment first. As we were going to the vacant, she ran into a couple current residence and exchanged pleasantries with them. As we entered the vacant, she was in control of the tour as she led me through each room pointing out features and amenities.

After we left the vacant, she took me to tour the community gym and explained how it was an added bonus. Brittney told me about the laundry facilities. She said the community provides plenty of free parking that is first come first serve right in front of the door of the building as well as on the streets.

She explained to me that the apartment we were seeing was not necessarily the apartment that I would be getting but it would be similar and they did have some that were updated.

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.):

When we were in the kitchen, I mentioned there was no microwaves and she said they do not provide microwaves but I could bring my own. She pointed out every wall that had an outlet for me to hang a microwave.

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?Yes5/5
  •  Total: 20/25
    20
    80

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

Brittney did ask if I wanted to fill out an application and I said I was going to see more apartments before making a decision. She then asked if I wanted to come see the property again. She gave me a brochure and told me how to apply online.

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?N/A2/2
  •  Total: 20/20
    20
    100

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

Brittney was extremely enthusiastic during the tour. She was a natural at being polite, sincere and welcoming. She definitely created rapport with me. She was dressed in business casual which was very appropriate for being at work. She used my name quite a few times throughout the presentation. We did not run into any of the maintenance or other staff while I was there.

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 did not ask me any questions that I found offensive or discriminatory. When I asked her some questions about safety, she did say that she felt as if it was safe and that she would walk around the area in the evening and she felt safe. She also did say that they rent to anyone who qualifies when I asked if a lot of families lived at the community.

Brittany gave me the rate sheet but she did not review the rate sheet with me.

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.):

Brittany did follow up with me.

Performance Evaluation

Total Phone Score: 98%
On Site Score: 96%
Total Score: 0%

General Questions