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Report For Felecia M. Ford at Fox Glen Apartments

Report For Felecia M. Ford at Fox Glen Apartments

0%
Current Score
94.99%
Average Score
  • 96%
    3-29-2019
  • 94%
    05-02-2019
  • 95%
    07-16-2019
  • 95%
    08-29-2019
  • 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.):

Felecia answered the phone stating her name and the community and she introduced herself. I told her that I was looking for an apartment. She asked me for my name, phone number, and my email. She was very friendly over the phone and she was easy to understand. She sounded eager to help.

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.):

Felecia asked all of the basic qualifying questions to get to know more about me. She asked about the size apartment I needed, my move date, the number of occupants, and if I was bringing any pets. She wanted to know the reason for my move and how I heard about the property. She was very warm and helpful.

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.):

Felecia wanted to gauge my knowledge about what was most important to me. She asked why I was currently looking to move and apologized for the bad experience I was having at my current apartment home. She asked what features I use the most and are most desired for myself. She also asked if there was anything at my current residence that I did not like. Felecia inquired if I had viewed the community online and encouraged me to get familiar with the community. As she asked me questions, she listened and gave me feedback.

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.):

Felecia asked about my price range fairly early in the conversation. Once she found an available apartment, she detailed the features in the apartment. She quoted me prices. She followed up by saying that it was well under my budgeted amount. Later in the conversation, she also made a point to discuss the special discounts preferred employers could receive. She asked me where I worked and she happily told me that I qualified for an employer discount. She explained the savings on my monthly rate.

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.):

Felecia asked if there was a time that I would be available to come and visit the community. When I said I was available the next day, she asked what time worked best for me. When I confirmed a time, she said that that was perfect and repeated the appointment date and time back to me. She asked if I was familiar with the area and if I needed directions. She proceeded to give me the address to the community.

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.):

Felecia confirmed my appointment date and time. Earlier in the conversation, she had taken down my contact information, to include my name, email address, and phone number. We parted ways over the phone 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.):

Felecia was a pleasure to speak with. Her approach was very conversational and didn't seem scripted. She had complete control over the flow of the conversation. She was a great listener and frequently mentioned my name during the conversation. She was able to answer all questions and concerns that I had. Because of this, I looked forward to the visit.

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 walked into the leasing office Felecia stood up and walked over to me. She shook my hand and asked if I was Elizabeth since we had spoken on the phone. She introduced herself to me. She seemed very eager and ready to help me find an apartment. As we sat she commented she was going to go over some of the information 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.):

Felecia confirmed my information from a guest card and It was at this time she asked me to confirm my move in date, the reason for my move, and the apartment size I was seeking.
She asked me about my cat.

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?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?No0/5
  • Did the leasing consultant ask you "what else" or encourage you to clarify or expand on any of your answers?Yes5/5
  •  Total: 25/40
    25
    62.5

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

Felecia commented that I was interested in closet space and counter space. She also made sure I understood that there were renovated as well as non-renovated apartments available. She explained the differences of each. She informed me that the renovated model would be available for my move date. I told her I did not want the 1st floor so she informed me that she had non-renovated apartments on the higher floors. She offered to show me the non-renovated apartment so I could see what it would look like.

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.):

As we were headed on our tour, Felecia asked if I wanted to walk to see the community amenities first. I was a little hesitant since I had sprained my foot. She assured me that the apartment we were viewing was very close to the pool and we would be able to see it from there so I agreed.

I asked about a gym on property and she said there was not but offered suggestions to nearby gyms. As we were walking to the apartment, we saw a maintenance worker and a groundskeeper. She complimented them on how fantastic of a job they did keeping the community in great condition.

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 Felecia and I walked into the apartment I made mention that the dining room looked very small. She said that actually it was a lot larger than it appeared and could fit a full table and a hutch comfortably. When we were on the balcony, she did remind me that I had an option to choose a first-floor patio or a balcony. She pointed out that the kitchen we were in was renovated.

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?N/A5/5
  •  Total: 25/25
    25
    100

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

Felecia did create a sense of urgency by letting me know that everything I wanted was available for my move-in time frame. She also attempted to pre-close me by recapping all of features I liked. She mentioned the in-unit washer and dryer and how size-able it was as well as the amount of closet space.

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.):

Felecia was very enthusiastic. Her presentation seemed extremely natural. She seemed very sincere and she was able to establish a lot of rapport. Throughout the tour, Felecia used my name seems at least three or four times. She always seemed very interested in trying to find out my needs. She did a good job of answering all of my questions. She introduced me to the property manager before the tour.

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.):

I did not feel Felecia asked me any questions that made me uncomfortable. She did not steer me to a certain apartment nor did she try to delay me from renting there.

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.):

Felecia sent an email within an hour of my departure from the tour thanking me for visiting.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 91%
Total Score: 0%

General Questions