Top

Report For Latoya Cole at Yorkewood Apartments

Report For Latoya Cole at Yorkewood Apartments

0%
Current Score
92.77%
Average Score
  • 84%
    1-11-2019
  • 98%
    08-02-2019
  • 96%
    09-28-2019
  • 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.):

Latoya’s telephone greeting was calm, polite and professional. She did state her name and name of property - “Good morning. Thank you for calling Yorkewood Apartments. Latoya speaking. How may I help you?

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.):

Latoya identified the size and I told her a one- or two- bedroom for me and my daughter. She asked the number of occupants and if I had any pets. I told her I have a cat. She also asked why I was moving to that side of town. I said to be close to my family. She was kind and professional.

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?N/A5/5
  • 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?N/A5/5
  •  Total: 40/40
    40
    100

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

Latoya did not ask if it was okay to ask me a few more questions so she could best help me find a home. She just asked me the questions but she made it a smooth transition. I liked that. She did ask me what amenities I wanted. I told her that a dishwasher was important, washer and dryer in the residence, and I asked if there were two baths. She said no two baths, and no washer and dryer within the residence (laundry is in a separate facility), but that every apartment came with a dishwasher.

She didn’t specifically ask me what was important to me about the community over the phone. Latoya did ask if I had looked at Yorkewood online and I told her I had looked on apartments.com. She did ask what floor plan I was interested in. She did ask if there were a floor preference. As mentioned before, she did ask what made me want to move this part of town and I said to be close to family. She didn’t ask me what interested me about that local area. She didn’t encourage me to expand nor did she ask me, “what else.” She was still excellent.

She told me about the specials and gave me the prices.

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.):

Latoya went over everything having to do with the price after hearing my needs and preferences. She mentioned a move-in special and she quoted me $40 for each applicant. She also offered an option of moving in by 10/31/2019 for a year and getting November for free. I mentioned that I might need a One bedroom with a seven-month lease. She gave me a quote of $1,025, including utilities, except electricity. She mentioned the price for a two-bedrooms of $1,165. I didn’t bulk at the rate so my budget was assumed. The add-on benefits she mentioned was the electricity bill can be as low as $17 a month.

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.No0/2
  •  Total: 12/14
    12
    85.71

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

Latoya asked if I wanted to visit and we agreed on (and she repeated) the time and date: Friday, October 4, 2019, at 11:30 am to 12 pm. She did not ask if I were familiar with the location. She did not offer me directions on how to get there.

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.):

Latoya did repeat the time of Friday, (10/04/2019) 11:30 am for an appointment time for a tour. She did ask me for my phone number and email address. And yes, she did give me a friendly good-bye.

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.):

Latoya seems to be naturally engaging with her potential residents. There was a sense of rapport between us. She controlled the call with finesse but also in a genuine way that let me know that she cares for all residents and potential ones. The presentation was absolutely natural and not canned. And she did use my name during the call. All of my questions were answered to my satisfaction.

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?N/A5/5
  •  Total: 20/20
    20
    100

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

Latoya stood up for me even before I walked into the building. She saw me outside her window. She introduced herself and started using my name from the beginning. She was very on point wanting to help me. She offered me coffee which I declined.

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.):

Latoya pulled out a guest sheet when reviewing my needs. She went over everything on that sheet. This included the date needed for potential move-in, the apartment size, how many people, and my reason for moving. She also asked me what my occupation was. I told her that I was self-employed. We had already established I had a 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."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?No0/5
  • 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: 35/40
    35
    87.5

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

Latoya reviewed my desires and concerns very thoroughly. Dishwasher, laundry facilities, club/fitness room, and resident events. She took her time and went over the floor plans. I had no specific location that I was interested in so there was no need to go over that. However, she did mention that this is a garden-style community. We didn’t speak on favorite and non-favorite things in the place where I currently reside now. She did encourage me to expand on some of my questions.

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?N/A3/3
  • 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.):

We toured the two-bedroom apartment. She was thorough. The one-bedroom wasn’t available; however, she said that where the second bedroom is there would be a closet in its place. She pointed out the two bedrooms—which was important to me—and the dishwasher, of course. When it came to added value she did mention that all utilities were included except for electricity and that the price could be as low as $17 a month based on a resident who lived in a two bedroom.

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 I asked a question Latoya would ask me to clarify my question so she could answer appropriately. She demonstrated her willingness in helping me find an apartment through her actions and professionalism. She did offer floor plan options.

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."N/A5/5
  • 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.):

Latoya created urgency when she asked if I was ready to apply and when she told me that as a student I could get a discount. There was no pre-closing question. No objections from me except when I told her that I was still shopping. We did not set a day and time for my return.

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.):

Latoya was a joy the entire time. Her presentation was natural, but great. Rapport was very present and she was beyond polite and sincere. She had on dark pants and a company polo-like shirt. She did use my name enough; however, she called me ma'am more times than my name. No problem. My needs were already noted and she went through the presentation based on those.

On the way back to the office, Latoya introduced me to the head of the maintenance.

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.):

Latoya was awesome! She did NOT ask many discriminatory questions; she did not steer me to any certain size units except for the ones I wanted to look at, nor did she practice any delay tactics. She supplied a brochure that had prices/rental rates.

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 did receive a call and email.

Performance Evaluation

Total Phone Score: 98%
On Site Score: 95%
Total Score: 0%

General Questions