Telephone - 100 points possible
Score: 71 | 71.0%
Number of Calls Made Before Reaching a Live Person:
1
Did the Leasing Professional:
01
3/3
Yes
No
Answer with the name of the community?
Exact Greeting:
"Wood Hills, this is Robyn."
02
3/3
- Yes
- No
Identify him/herself?
03
3/3
- Yes
- No
Obtain your name during the telephone presentation?
04
0/3
- Yes
- No
Personalize the call by using your name in conversation?
05
5/5
- Yes
- No
Convey a warm and inviting attitude?
Please explain.
Robyn had a very friendly greeting and a soft voice.
06
12/18
Determine any of the following?
a
3/3
- Yes
- No
Size apartment
b
3/3
- Yes
- No
Move-in date
c
3/3
- Yes
- No
Number of occupants
d
0/3
- Yes
- No
Pets
e
3/3
- Yes
- No
Price range
f
How you heard about the community
07
10/15
Ask for contact information?
b
0/5
- Yes
- No
Email address
08
5/5
- Yes
- No
Determine the reason for your move?
09
0/5
- Yes
- No
Ask questions to understand your specific needs (i.e. washer/dryer, floor level, view preference, specific amenities) and what was important to you in your home?
10
0/10
- Yes
- No
Personalize their description of the apartment and/or community to address your stated needs (as opposed to simply providing a list of all the features and amenities offered)?
Please explain.
Robyn did not describe the apartment features or the community amenities.
11
Create a sense of urgency?
Mark N/A if no availability
12
5/5
- Yes
- No
Extend an invitation for you to visit the community?
13
Offer you any of the following options to tour?
a
- Yes
- No
Guided Tour with a Leasing Professional
b
- Yes
- No
Self-Guided Tour
c
- Yes
- No
Virtual Tour
14
Try to set a specific appointment?
Please explain.
Robyn asked directly if I could set an appointment.
15
- Yes
- No
Offer directions or ask if you were familiar with the community's location?
16
Based on the Leasing Professional's presentation, were you motivated to visit the community?
Telephone Comments:
Robyn had a nice, positive attitude. She used my name during the call. Robyn created a sense of urgency using the discounts that were available. She also gave me very clear directions.
Greeting - 20 points possible
Score: 20 | 100.0%
Did the Leasing Professional:
01
3/3
- Yes
- No
Greet you with a smile and enthusiasm, or if busy, acknowledge you immediately?
Please explain.
She was expecting me and greeted me right away with a smile.
02
Exact greeting:
"Hey Carol, I was expecting you. Did you find the place easily?"
03
2/2
- Yes
- No
Stand to greet you?
05
2/2
- Yes
- No
Introduce him/herself?
06
2/2
- Yes
- No
Obtain/confirm your name during the visit?
07
2/2
- Yes
- No
Effectively use your name in the conversation?
08
Invite you to sit down?
09
Make a positive first impression and appear genuinely interested in helping you?
10
Offer you refreshments?
11
2/2
- Yes
- No
Dress professionally (i.e. business casual or uniform)?
13
Have previous information on you readily available?
This applies even if you are assisted by a different associate onsite. Mark N/A if you did not call before visiting.
14
If you were assisted by a different Leasing Professional than on the telephone, please explain why.
N/A
Greeting Comments:
The office was very warm and welcoming. Robyn met me at the door and shook my hand. She introduced herself and showed me the way to her desk. The office was clean and appeared to be well organized.
Identifying Needs - 20 points possible
Score: 19 | 95.0%
01
1/1
- Yes
- No
Was a guest card completed (i.e. on paper, in computer) prior to or upon arrival at the community?
Did the Leasing Professional:
02
8/9
Identify/confirm any of the following?
a
1/1
- Yes
- No
Size apartment
b
1/1
- Yes
- No
Move-in date
c
1/1
- Yes
- No
Number of occupants
d
1/1
- Yes
- No
Price range or budget
e
1/1
- Yes
- No
Pets
f
1/1
- Yes
- No
Telephone number (Home, work and/or cell.)
g
1/1
- Yes
- No
Where you live now or a mailing address
h
0/1
- Yes
- No
Email address
i
How you heard about the community
03
3/3
- Yes
- No
Determine/confirm why you were moving?
04
Ask questions to understand your specific needs (i.e. washer/dryer connections, up/downstairs, fireplace) and what was important to you in your home?
05
2/2
- Yes
- No
Create rapport while attempting to determine your needs?
Please explain.
Robyn said that there was a two bedroom apartment that would be available soon that had everything I was looking for.
06
Request proper identification before taking you to the apartment and/or community?
Identifying Needs Comments:
Robyn asked for my picture identification. She then filled out the guest card and asked me some questions about my needs. Robyn carried on a friendly conversation with me.
Demonstrating - 20 points possible
Score: 20 | 100.0%
- Yes
- No
Did you view an apartment (i.e. model, vacant, occupied)?
Check the type of apartment shown:
Model (furnishings/touches to make it look lived in)
Occupied (resident currently lives in home)
Vacant (completely empty home)
None - please explain.
Type of Onsite Tour Taken
Guided Tour (accompanied by a Leasing Professional)
Self-Guided Tour
No Tour
If Self-Guided Tour, what type?
No Tech (i.e. Agent provided key/fob / Agent stood outside apt. / viewed unlocked apt.)
Low Tech (i.e. access to apt. via smart lock or lock box)
High Tech (used self-guided tour app)
N/A - Did not take SGT
Guided Tour
If you were provided a Guided Tour of an apartment and/or the community -OR- if no Tour was received, answer Questions 01 - 07. Otherwise, mark N/A to all and skip to Self-Guided Tour Question 08.
Did the Leasing Professional:
01
Take control of the presentation and maintain conversation?
02
Mention the professional management and/or the on-site personnel (i.e. maintenance, other staff)?
03
3/3 
Discuss and/or point out community amenities?
04
Describe the surrounding area and nearby conveniences?
05
3/3
Show an apartment that was clean, made ready, and comfortable in temperature?
Mark N/A if there was no apartment available to tour
06
3/3
Mention benefits for the apartment features based on your stated needs and wants?
Please list one or more feature that was mentioned and the benefit(s) stated.
Robyn walked with me through the apartment. She mentioned the features and benefits as we went along.
07
Begin asking closing questions early in the presentation?
Please explain.
She asked if I liked it.
Self-Guided Tour
If you conducted a Self-Guided Tour of an apartment and/or the community, answer Questions 08 a-g. Otherwise mark the Questions in this Section N/A.
08
If you conducted a Self Guided Tour, did any of the following occur?
a
Did you find the tour guide map and/or any signage easy to follow in order to view the community amenities and apartment?
b
Did the Leasing Professional discuss and/or point out community amenities?
c
Did you easily locate the apartment(s)?
d
Did you easily enter the apartment unit, free of any issues with the access key, fob, digital lock or keypad code?
e
Was the apartment(s) viewed clean and fresh smelling?
f
Did the Leasing Professional mention benefits for the apartment features based on your stated needs and wants?
g
Did the Leasing Professional contact you during your self-guided tour or make themselves readily available if you had questions?
Demonstrating Comments:
Robyn opened doors for me and carried on a nice conversation. She told me that she lived at the property. In the apartment, Robyn told me everything about it and walked me through room by room.
Closing - 30 points possible
Score: 30 | 100.0%
Did the Leasing Professional:
01
Invite you back to the office following the tour of the apartment and/or community?
02
Effectively overcome your objection(s)?
List your objection and the Leasing Professional's response.
03
- Yes
- No
Was there an apartment available to rent?
04
5/5
Determine if you were ready to lease today by doing any of the following?
Check Yes for all that apply.
a
- Yes
- No
Ask directly for a deposit or other monetary commitment
b
- Yes
- No
Ask you to complete the application and leave a monetary commitment (i.e. application fee, admin fee, security deposit) online through the community website NOW
05
10/10
Attempt any of the following closes?
Each Yes is worth 5 points, with a Max of 10 points that can be earned.
a
0/5
- Yes
- No
Ask you to complete the paperwork online at home
b
5/5
- Yes
- No
Create a sense of urgency (i.e. incentives, only one left)
c
5/5
- Yes
- No
Ask questions that generated a yes/no answer (i.e. "Do you like the apartment?", "Will your furniture fit?")
d
0/5
- Yes
- No
Use assumptive phrases (i.e. "your apartment", "you'll love living here")
e
0/5
- Yes
- No
Ask you to sign a waiting list (if nothing was available)
f
5/5
- Yes
- No
Use a closing technique not listed above
Please explain.
Third party close
06
State your reason for not leasing at this time.
I said that I needed to discuss it with my husband.
State the Leasing Professional's response.
Robyn told me that it was okay. She said she would give me an application to take with me.
07
5/5
- Yes
- No
Attempt to schedule a follow-up appointment to continue discussing the apartment and community?
Please explain.
She said I could bring the application back.
08
- Yes
- No
Provide you with any promotional materials (i.e. business card, brochure, floor plan, application, and/or qualifying criteria)?
09
- Yes
- No
Did the overall experience provide enough information for you to decide on leasing an apartment today?
10
Based on the Leasing Professional's presentation, would you have leased an apartment?
Please explain.
Robyn showed me lots of extra attention. She even asked her manager to give me a very good price on the apartment.
11
If unable to meet your needs, did the Leasing Professional refer you to another community?
Closing Comments:
We went back to the office and Robyn showed me everything on the floor plan again and gave me the prices. She even asked her manager about giving a discount off the price of the third floor apartment.
Fair Housing/Crime Supplement
01
- Yes
- No
Did the Leasing Professional AVOID saying or doing anything to discourage you from leasing due to any issues that could have been perceived as discriminatory?
02
When you asked one of the following questions or similar: "What type of people live here?", "Do you make exceptions for late rent for people on social security?", "Do you allow grab bars in the bathroom?", "Is the unit wheelchair accessible?", "Do you accept service dogs?" how did the Leasing Professional respond?
N/A
03
When you asked, "What kind of security do you have?" or "Is this a safe area?", how did the Leasing Professional respond?
N/A
Community Information
01
- Yes
- No
Were the main community signs clear, visible and in good condition?
02
- Yes
- No
Did you easily locate the leasing office / information center?
03
- Yes
- No
Were the lawns and landscaping neat and trim, and free of all trash?
04
- Yes
- No
Was the general appearance of the parking area in good condition and free of trash?
05
Were the community amenities you saw (i.e. pool, tennis courts) clean, attractive and well maintained?
06
- Yes
- No
Was the leasing office clean, neat, and orderly?
07
Was your first impression of the community and curb appeal a positive one?
Community Comments:
It was the cleanest apartment community I had ever seen. The office was clean, warm and cozy and even the fireplace was on.
The Customer Experience
The customer's experience involves their perceptions and emotions, which are driving factors in the decision to rent at your community! Meeting needs, perceived value, and customer service contribute to the overall customer experience and help build customer loyalty. The Customer Experience section is designed to offer a true representation of the real prospect, allowing you to celebrate the "WOW" moments and focus on improving those areas that lacked a positive emotional connection. This includes a 1 to 5 star Customer Experience rating for each individual question and an overall Customer Experience rating. Question 10 - the "loyalty" question - is a key predictor of renewal and recommendation behavior by the customer. Note: The Customer Experience does not impact the raw score of the shop.
Comments:
I felt as though the leasing professional was my personal shopper and like I was buying a property instead of just renting.
Extraordinary - cutting edge and beyond my wildest dreams.
Appealing - the latest and greatest.
Ordinary - just like they offer next door and down the road
Inferior - dated and/or in need of repair.
Distressed - Unacceptable and in failing condition.