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Report For Jack Levy at 1111 Light Street

Report For Jack 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.):

After the 2nd ring… Jack answered with the name of the community and he stated his name. I told Jack I was checking on availability of their apartments. He asked me what size apartment and when was I looking to move. I told him either a one or two bedroom depending upon size and price. I was looking to move in Mid-September. He told he had a one bedroom for September 10th left and he gave me the price. He then told me he had a couple options for the two bedrooms and he quoted me the price. He asked me the basic questions such as if I had a pet. I told him I did and he asked what breed which I had a Border Collie. We discussed the weight of the dog and he told me the additional pet fees.

Jack then asked for my first/last name and my email address. He asked me if this was good cell phone number and I said it was. He did not repeat the number back to me.

Jack invited me in for a tour and we agreed on 3:30 PM. He did not ask me any other qualifying questions or discovery questions.

Overall, Jack was straight to the point and gave me the basic availability questions he needed. He did not take the opportunity to probe into my apartment search. Even though there was no rapport building nothing put me off about our conversation and I was still looking forward to visiting the property.

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?Yes2/2
  • Did the leasing consultant identify your reason for moving?No0/1
  • Did the leasing consultant ask how you heard of the property?No0/2
  •  Total: 8/13
    8
    61.54

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

Jack did not ask all of the qualifying questions other than apartment size, move date and pets.

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 did not ask any of the Discovery questions over the phone but he did ask all of these questions in person.

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. N/A2/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.No0/3
  •  Total: 7/10
    7
    70

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

Jack did tell me the prices but he did not ask if it was in my budget yet I did not bulk at the rate so points given. After Jack gave me the prices he did not quote me anything about the utilities or any other value added benefits.

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.No0/2
  •  Total: 10/14
    10
    71.43

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

Jack did not ask me anything about my community preferences so we did not discuss the local area.

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.):

He did ask for my contact information with the correct spelling of my name.

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?Yes2/2
  • Did the leasing consultant use your name during the call?No0/2
  • 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.):

Jack was professional and he had a friendly tone over the phone. He was matter-of-fact and gave me the basic answers I was seeking about availability and price. Jack did not go beyond the basic level of engagement to attempt to build rapport and learn about my apartment search. He sounded natural within our brief 3 minute conversation. He had the opportunity to ask me more questions but he did not.

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 enter the leasing office and Jack greeted me at the entrance with a handshake as if expecting me. A resident let me in which would become a safety concern question later in the conversation. He offered me a bottle water and I accepted. He was ready to go with the guest card in his hand. He offered me a seat and we sat in the community area while he asked me all the qualifying and discovery questions. He started with reviewing my contact information.

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.):

The only question not discussed was where I was currently working but he later asked what I did for a living as we were on the elevator.

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 took his time to review the Discovery questions which created a lot of conversation about what I was seeking in my new apartment and community. We discussed my desire for a pool and storage space. Jack handled the pool conversation well by saying I would be paying more if the community had a pool. He did say anything about the additional storage space that I mentioned. He seemed not to have a solution and he didn't inquire about what I had for storage.

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"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.):

Jack asked for my ID then we began the tour. He did ask if I wanted to see the amenities or the apartment first. I said whatever make sense. Jack was very thorough in describing every aspect of the building including maintenance.

As we walked into the two-bedroom vacant, he told me that the one-bedrooms are a little more challenging to come by since they only have 26 out of the 93 units that are one-bedroom but he said he would have something for me. I confirmed that he didn’t have a one bedroom to show me at the moment. He demonstrated what the difference in layout would be between the one and two bedrooms. He really gave me a good idea of what I would be moving into.

As we discussed the flooring, I asked if I could negotiate new carpet and he seemed reluctant in his body language but then he said he would put a “good word on for me” which didn’t sound like much.

As we stood in the kitchen area, I brought up a concern that I was let into the building by a resident very easily. I asked If it was that easy for anyone to get in and if they had any problems. I told him I was concerned about the general area and any criminal activity. He said he knew of nothing to his knowledge.

I asked Jack how would I know that my appliances are going to be in good shape when I move in. Jack said it was his job and the job of the maintenance to make sure everything was in good working condition.

We left the vacant and Jack told me we were headed to see the community amenities. Along the way he told me about WPM and what a great management company they were. We saw all the community amenities and he pointed out the features of each. Jack did ask me where I worked and I told him I bought and sold Real Estate. I told him I would be buying another home and I asked about lease terms. He told me the price was the same for a shorter lease term yet I would get the 13th month for free if I signed a 12-month lease.

We went to the gym. On our way he pointed out the trash chutes. As he showed me the gym, he also informed me they had a partnership with the local gym for 50% off the membership. I mentioned the gym was a little small so he was proactive in telling me about the membership.

He showed me the garage and earlier we had discussed the parking fees at $155 a month. He pointed out a benefit that they don’t max out on spaces. As we walked back to the office, he showed me the mail boxes and the package room.

He asked me how his community sized up in comparison to the other communities I looked at. I thought that was a great open-ended question. I told him there were a lot of similarities but it would boil down to price and he said they are less expensive than some of their comps. I told him I wanted to look at 10 Light Street yet. He did not bash the competition.

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 posed several objections during the entire tour and I thought Jack handled them well except when I asked about getting new carpet as a negotiating tool to move in. By his reaction I didn't get the impression that was an option.

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?No0/5
  •  Total: 20/25
    20
    80

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

As the tour ended, Jack asked if I wanted to apply and I said I wanted to sleep on it. He gave me a brochure with his business card. He told me he would stay in touch and see how my apartment search was going.

Even though Jack did not review what was important to me at the end he reviewed what was important to me during the tour so points given for question #2.

Lastly, I did inquire about breaking the lease if I bought another home and he told me the fee that would be my responsibility. Even though Jack did ask me to apply he didn't tell me how to apply or what I needed to apply.


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.):

Overall, Jack was friendly and professional. The onsite visit was much more engaging since he took his time to ask me all the qualifying and discovery questions. I felt like he made more of an effort to earn my business in person than over the phone.

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.):

Jack handled all the Fair Housing questions head on. He used personal experience and stayed with diversity answers.

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?No0/5
  •  Total: 10/15
    10
    66.67

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

Jack did follow up that same day but I did not receive any follow up after the initial same day email (see attached).

Performance Evaluation

Total Phone Score: 56%
On Site Score: 94%
Total Score: 0%

General Questions