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Report For Jack L. Levy at 1111 Light Street

Report For Jack L. Levy at 1111 Light Street

0%
Current Score
71.79%
Average Score
  • 75%
    04-11-2019
  • 80%
    8-15-2019
  • 60%
    9-3-2019
  • 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.):

Jack answered the phone within 5 rings. He introduced himself as well as the property he represented. Shortly after telling him I was interested in pricing he asked me to provide 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?No0/2
  • Did the leasing consultant qualify for pets?No0/2
  • Did the leasing consultant identify your reason for moving?No0/1
  • Did the leasing consultant ask how you heard of the property?Yes2/2
  •  Total: 8/13
    8
    61.54

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

Jack wanted to know what apartment size I was looking for as well as an ideal move in date. He asking how I heard of the property and I told him on apartments.com.

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?No0/5
  • 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?No0/5
  • 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?N/A5/5
  • Did the leasing consultant ask if you had a preference in location (for example: floor level, view, sunlight, etc.) for your apartment home?No0/5
  • 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?No0/5
  •  Total: 5/40
    5
    12.5

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

Jack asked me nearly right away if I wanted to schedule a tour. I told him I had time that day. Afterwards we spoke about the size of the apartment that I needed. He did not not ask any 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.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.):

The initial phone was very brief. Jack did not go over pricing.

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.N/A2/2
  •  Total: 12/14
    12
    85.71

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

I was invited to tour the property right away. Jack told me the available tour times that were mutually convenient. I was able to schedule the tour right away. I was not offered directions.

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.):

The appointment time was reiterated as I was scheduled to come shortly after the call. I was not asked to provide a number or email. Jack gave a friendly good bye to close the call.

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?Yes2/2
  • Did the leasing consultant use your name during the call?No0/2
  • Were all of your questions answered to your satisfaction?No0/2
  •  Total: 4/10
    4
    40

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

The phone was too brief to establish rapport. the presentation was limited.

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.):

After passing the double doors Jack warming greeted me inside the lobby area of the apartment. He introduced himself and shook my hand as well as confirmed my name. Jack seemed eager to help me and asked if we could go over additional information at that time.

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.):

Jack and I sat down in the lobby area. He asked when I needed the apartment and I told him by May 1st. I told him two people would be staying in the apartment and that I was currently living with my parents temporarily. I gave him my employment information and told him that I didn't have any pets moving in.

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.):

Jack asked me were there any specific features I wanted. I expressed that I had been renting a house for a while and that I essentially wanted something that was just newer and updated. I told him I had not seen the floor plans online. I told him that I was a Baltimore native and familiar with the federal hill neighborhood and that the community overall was what attracted 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.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"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?No0/2
  • 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: 18/22
    18
    81.82

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

Jack directed us to the first apartment of two vacants shown. He did not ask if I wanted to see the amenities first. He told me the maintenance staff was 24 hours. The added benefit that Jack highlighted was the fact that the windows opened.

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.):

I raised a concern about street parking and break-ins to Jack. He explained there multiple parking options that included onsite as well as an additional garage a few blocks away.

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?No0/5
  • 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: 5/25
    5
    20

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

I expressed to Jack that it was the first apartment that I had looked at in my search. He did not attempt to close the sale and have me apply that day. No attempt was made for a return appointment.

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?N/A2/2
  •  Total: 18/20
    18
    90

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

Jack seemed enthusiastic through out the tour and rapport was established. Jack was dressed very nicely in a full suit. He tried to discover my needs by asking did I want a more community feel and explained the difference in pace from living on one floor verses another.

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.):

When asked about the demographics of the apartment Jack offered information stating that there were a variety of people that lived there. He did not steer me away from a certain floor. Jack did not appear to try to delay me in pursuing a rental. He provided me with additional information about the floor plans and each related pricing. Some were over and below my preferred price point.

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.):

I received an email from Jack within 3 days thanking me for my visit and prompting me to reach out if I had more questions.

Performance Evaluation

Total Phone Score: 56%
On Site Score: 87%
Total Score: 0%

General Questions