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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.):

Elida answered the phone stated the name of the property and she introduced herself. She then asked for my name. I had to ask for Priscilla. I told Elida my wife called and spoke with Priscilla. Elida was very professional and she put me on hold to get Priscilla.

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 about the size of the apartment that I needed, the number of occupants, and if I had pets. She also asked the date that I was planning on moving in and how I heard about the property. She did not ask why I was moving. I mentioned that I was interested in a two-bedroom for three people with no pets. I provided her with Nov 15th move date. She asked how I heard about them and I told her 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?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?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?No0/5
  • 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 never asked me if it was okay before asking me more questions. She did asked for my floor preference, amenities, and features that I was interested in. She made sure that all my questions were answered. I told her that I prefer the lower level, a tot lot for my kid. I mention I prefer washer and dryer in the unit and closet space. She said they did not have washer and dryer in unit. She went on to recommend a sister property if it was a deal breaker. I told her it was not a deal breaker.

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. No0/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.Yes3/3
  •  Total: 8/10
    8
    80

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

Priscilla told me about availability and pricing later in the conversation. She quoted the price and said that utilities are included except electric.

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 tour the property and provided me with the address.

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.):

Priscilla invited me in for a tour. She gave me a brief description of what we would be touring when I arrived. We decided on 3:30 PM that day. She provided the address to me and said I should bring my picture ID.

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 had control of the conversation. Through her questions, she build a rapport with me. She used my name several time during the conversation. It felt natural and not canned. She made sure all 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.):

Upon arriving, I was greeted by one of the staff immediately. I provided my name and I told her that I spoke with Priscilla on the phone. The agent led me to where Priscilla was sitting and told me she will be right there. I sat for about five minutes before Priscilla came. When she arrived, she greeted me saying " How are you doing Mr. Yaw".

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.):

During the onsite qualification process, Priscilla reviewed my information from her computer. She asked about the apartment size and when I was planning my move. She confirmed that I wanted a spacious apartment for my child. She also reviewed my employment and mentioned the employer discount. She asked about the reason for the move during the tour.

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?No0/5
  • 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: 30/40
    30
    75

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

The apartment size and the tot lot which were important feature to me were discussed. We did not discuss the features like washer and dryer, my floor plan preference, favorite things from where I live, or things that I wanted to change. She did asked if I had any other questions before heading out for the tour.

She asked about the things that I like from the previous apartment and what brought me to their apartment during the tour.

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.N/A2/2
  • 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 did not ask me whether I wanted to see the apartment or the amenities first; although, they didn’t have really any community amenities other than the laundry room and tot lot. We started with the tot lot and proceeded to the apartment.

During the tour, she had full control. We toured a vacant two-bedroom apartment. She led me through each room pointing out the features such as kitchen appliances, closet space, and the bathrooms. She mentioned the benefits of the surrounding area especially the park nearby. I asked her about the management company and she responded saying they are great and even mention that they are hiring if I know people looking to get into real estate.

During the tour she asked about the reason for my move. She mentioned parks that are closer to the complex.

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.):

I made an objection about the unit not having washer and dryers. She mentioned that they do not have them in the unit but there is a laundry facility onsite. We toured the laundry facility. She also reminded me about their sister apartment that has it. She did ask me if it was a deal breaker and I said that it was not.

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.):

Priscilla asked me several times to apply. She said that my wife and I would get a discount on the application because of our jobs. She asked to call me the following day to check if I have made my decision but she never made an appointment for me to come back.

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.):

Priscilla was enthusiast to assist me. Her presentation felt natural. She was properly dressed. She used my name several times during the conversation to build rapport with me. Priscilla introduced me to her manager.

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 ask any discriminatory questions. She told me they rent to anyone that qualifies when I asked about children living in the community.

When I asked about crime, she suggested that I drive through the community at different times during the day to get a feel for myself.

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 within an hour of leaving the property. I also received a call from Priscilla the following day.

Performance Evaluation

Total Phone Score: 91%
On Site Score: 92%
Total Score: 0%

General Questions