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Report For Priscilla Singleton at Yorkewood Apartments

Report For Priscilla Singleton at Yorkewood Apartments

0%
Current Score
90.9%
Average Score
  • 90%
    4-15-2019
  • 91%
    05-10-2019
  • 92%
    10-21-2019
  • 91%
    09-18-2020
  • 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.):

Priscilla was very professional. She initiated the call with name of the property and then gave her name. After telling her for the reason of my call, she asked for 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?Yes2/2
  • 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?Yes2/2
  •  Total: 12/13
    12
    92.31

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

Priscilla asked what size home I needed and my move date. She asked about the number of occupants. I informed her it would be for myself as well as my child. I told her I would not be bringing any pets. Priscilla did not identify my motivation for moving during the phone call. She asked how I heard of the property and I told her apartmentguide.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?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?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?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: 35/40
    35
    87.5

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

Priscilla asked if she could inquire further before proceeding. When asked about what was important I only shared that I was looking for an upper level and a renovated style apartment. Priscilla did not ask whether or not a looked at the property online. She did not ask me what drew me to that area. She did encourage me to expand my answers.

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.):

Priscilla mentioned the price and how the price was determined by length of lease. She asked if I was comfortable with that price. She did not quote utilities or 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.N/A2/2
  •  Total: 12/14
    12
    85.71

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

Priscilla invited me to the property. The time I requested was not initially available; however, we settled on a later time that afternoon. I was not asked if I was familiar with the location or 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?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.):

The appointment time was not repeated back to me. I was asked for my phone number and email address. I was given a friendly goodbye

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.):

Priscilla established rapport over the phone. She seemed very warm and engaging. She controlled the conversation and the presentation seemed natural. She did not say my name throughout the call. All of my questions were answered.

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.):

Priscilla immediately greeted me and shook my hand when I came closer to her desk. She introduced herself and seemed very eager to help. She offered me a seat and asked to review my needs once more.

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?No0/1
  • Was your place of employment or occupation reviewed?No0/2
  • Was whether or not you had pets reviewed?Yes1/1
  •  Total: 9/12
    9
    75

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

The topics discussed on the phone were reviewed. Priscilla confirmed the size of the apartment I would need as well as the occupants or if I had a pet to bring. We did not discussed my motivation to move but Priscilla asked if I was in a current lease. My employment was not discussed.

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.):

Priscilla explained the difference in floor plans and renovations we decided that I should see a different apartment style than originally thought. She asked me about my floor preference. We did not discuss any features of my current home or area during discovery. She did encourage me to expand my answers.

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.):

Priscilla asked if I wanted to see one the community amenities which was the onsite laundromat prior to seeing the apartment.

Priscilla controlled the tour and pointed out several features as we walked to the home. Priscilla praised the maintenance of the community. We discussed the benefit of the area being closer to a main thoroughfare. Priscilla led me through each room of the vacant and she pointed out the amenities. Value added amenities were discussed in terms of utilities being included in the rent.

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.):

During the tour the objection brought up was that the apartments came with window A/C units. I expressed my concern of not having central air. Priscilla said that they were able to cool the entire apartment but if I wanted to add another unit, maintenance could be on hand to install it. Priscilla did ask for a clarifying statement when I told her that the A/C units were also a bit of an eyesore. Priscilla did attempt to confirm that she handled the objection.

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.):

Urgency was created during the presentation. Priscilla did attempt a pre-close after the tour was over. I explained that I was still looking and did want to look at something closer to the highway. She attempted a second close by explaining the application process, and asking if it was OK to follow up in a few days time.

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?No0/2
  •  Total: 18/20
    18
    90

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

Priscilla was very nice and engaging. She established rapport early on and I got the sense that she had been an agent for quite some time. She was dressed professionally. My name was used frequently through out the tour. I was not introduced to the other staff, within the leasing office there were two other agents there. Both were extremely friendly and offered me water as well as paper towels to dry my self because it was raining.

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.):

Priscilla did not asking anything discriminatory. I was not steer to a particular building nor did I perceive any delay tactics. Priscilla supplied with me a rental rate sheet.

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 a follow up thank you email the same day from Priscilla. I was also given a followup phone call.

Performance Evaluation

Total Phone Score: 93%
On Site Score: 90%
Total Score: 0%

General Questions