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Report For Alexa Gibbons at The Townhomes at Rivers Gate

Report For Alexa Gibbons at The Townhomes at Rivers Gate

0%
Current Score
61.71%
Average Score
  • 62%
    10-31-2019
  • 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.):

Alexa’s greeting was both friendly and professional. She stated the property name and introduced herself and also 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?No0/2
  • Did the leasing consultant qualify for pets?No0/2
  • 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: 6/13
    6
    46.15

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

The property only consists of two bedroom townhouses. Alexa did verify the date of need and I responded within the next month.

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?No0/5
  • 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?No0/5
  •  Total: 5/40
    5
    12.5

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

Alexa answered the phone within a few rings and said "Thank you for calling Rivers Gate. This is Alexa. How can I help you?" I said that I was calling to see if there were any two bedrooms available. She said that they did have availability and informed me that all their units were two-bedroom townhouses. She immediately invited me out to tour the property and began to retrieve my contact information which included first and last name, phone number, and email. She then asked when I was looking to move and I said my lease ended in November, so sometime soon.

She differentiated between the two different unit types, standard classic and renovated. She asked which style I was interested in viewing and I said whatever type was available. Next, Alexa asked if I had any questions for her. I declined and said if I did, I would just ask any questions when I arrived.

Alexa then asked what day and time I was looking to stop by; so, I agreed to come that same day. Alexa let me know that they were open until 5:00 PM. I said would take a lunch break and come shortly. Alexa said that she would see me soon and politely closed the call.

Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.N/A5/5
  • 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.N/A3/3
  •  Total: 10/10
    10
    100

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

Alexa did not mention price during the call.

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.):

Alexa invited me to tour the property very early on in our conversation. She made sure to ask what date and time was convenient for me.

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.):

Alexa did retrieve my full name, phone number and email address. She kindly ended the call.

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?No0/2
  • Were all of your questions answered to your satisfaction?Yes2/2
  •  Total: 8/10
    8
    80

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

Alexa's displayed a welcoming tone in her voice. Our short conversation flowed well and I got a sense that she was just eager to get me to the property for a tour. Alexa was kind in her questioning of me and even encouraged me to ask her questions. I was looking forward to visiting the property.

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. No0/5
  • Did the leasing consultant introduce themselves to you and ask your name?No0/5
  • Did the leasing consultant demonstrate an eagerness to help you?Yes5/5
  • Did the leasing consultant ask permission to review your needs?No0/5
  •  Total: 5/20
    5
    25

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

Upon entry, Alexa greeted me with a smile but did not stand to greet me nor introduce herself. She was ready to assist and we were on the tour within a few minutes. We did not review any needs before seeing the unit.

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?No0/1
  • Was your place of employment or occupation reviewed?Yes2/2
  • Was whether or not you had pets reviewed?No0/1
  •  Total: 8/12
    8
    66.67

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

After we toured the unit, Alexa seemed to be asking the qualifying questions from a guest card on her computer. She verified my move-in date.

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?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.):

Upon entering the office, Alexa seemed to be actively engaged in a task. However, she greeted me right away. I said that I had called about coming seeing a sample apartment. Alexa smiled, but did not give her name so I verified that she was the person I had spoken to on the phone before moving on. She remembered our phone call and asked for my ID.

As we walked over to the unit, Alexa called out the new rental office and gym that was visibly still under construction and quoted the classic style unit we were about to view as $1,000. She differentiated between the kitchens in the classic vs renovated style units and also pointed out the laundry facility.

We entered the apartment and we were in the living room. Alexa explained that the units along the street were the only ones in the community with balconies like the model and even made a point to mention that a balcony unit was currently available if desired. We walked into the kitchen and then proceeded upstairs. Alexa encouraged questions and asked if I had any concerns throughout the tour. As we viewed the bathroom and two bedrooms, she mentioned features like the grey carpet, grey paint, and closet space.

As we walked back to the office, Alexa pointed out the back area and fencing. I asked about parking and she explained that it was unassigned. I asked if the parking lot had cameras and she said that they did not. We entered the office and I asked about the local schools and if there were a lot of kids on the property. Alexa clearly stated that there were all types of residents. At that time, Alexa confirmed the move-in date and explained that the application process could take a few days or maybe even up to a week and therefore encouraged me to apply as soon as possible since I wanted to move soon.

On the computer, Alexa filled out a guest card and asked for my email address, specific desired amenities, (closet space), and how I heard about the property (Google/apartmentguides.com). Alexa asked if I had looked at the property's website and I said that I had not, so she showed me photos on the computer of the renovated model reflecting the kitchen upgrades. She asked if I wanted to apply that same day. I declined and said I still had other properties to visit. She asked if it would be okay to follow up with me on Saturday and I agreed. Alexa then asked if I had any questions and I mentioned parking again and asked if it was enough spaces and well lit and she assured me that it was. Alexa also offered me the option to pick a unit with the parking spaces directly outside the unit. Alexa asked if I had a location preference and I said I preferred top floor; but she reiterated that all of the town homes on the property were on the same level. She asked me what was a good time to follow up on Saturday and I said any time would be fine.

Before closing, Alexa gave me a brochure, her business card and a bag of popcorn which had a marketing card attached which said 'Thank you for popping by.' Alexa stated it was nice meeting me and we concluded 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.No0/2
  • 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?N/A0/3
  • 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?No0/2
  • 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?N/A0/3
  • "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."")"No0/2
  •  Total: 10/22
    10
    45.45

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

Alexa did not ask about seeing the amenities first. However, she did call out the new rental office and fitness center that is currently under construction. Alexa did lead the tour naturally and came across as genuine. She made sure to ask my most important desired features in my home as well as a preferred location.

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..."N/A5/5
  • 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 asked about parking again, Alexa assured me that there was ample spaces and good lighting. She also offered the option of choosing a unit with the parking space directly outside of the door.

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?No0/5
  • 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: 15/25
    15
    60

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

Alexa did exhibit a sense of urgency. She asked me to apply that same day and also encouraged me to do so as soon as possible because of my approaching move in date. We did not schedule a return appointment, but Alexa asked when it would be a convenient time to follow up.

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.):

In general, Alexa gave an informative tour. She encouraged questions and also offered options. I got the sense that she really wanted me to be happy. She was very mild-mannered, but professional and kind. She was dressed in a basic black shirt, black pants, and black UGG boots. She looked fine; but her co-worker came across a bit more professional since she had on the property polo style shirt. Price is a significant factor when looking to rent and it was barely mentioned.

Overall, Alexa gave her best effort; but a little more engagement and personalizing really could have sealed the deal. In spite of this, I still would have considered Rivers Gate as a rental option based on her presentation.

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.):

Alexa did not make any statements or gestures that could be perceived as discriminatory. When I asked about kids being om the property, she clearly stated that there were all types of residents.

Follow Up - 24 hours

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?No0/10
  • Did the leasing consultant follow up again within 3 business days?No0/5
  •  Total: 0/15
    0
    0

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

Alexa did follow up via voicemail within 4 business days and by email on the 5th business day.

Performance Evaluation

Total Phone Score: 59%
On Site Score: 63%
Total Score: 0%

General Questions