APARTMENT SHOP TELEPHONE PERFORMANCE REPORT

Transcription

1 TELEPHONE PERFORMANCE REPORT Community: Leasing Professional s Name: Date of Survey: Day of Week: Time of Day: Prospective Resident s Name Used: Apartment Interest: When Needed: GREETING Did the leasing Professional: 1. Answer the telephone in a timely manner? [1] 2. Identify the property? [1] 3. Introduce themselves? [1] 4. Ask your name? (2 points if asked at beginning); (1 point if asked at end of conversation) [2] [5] IDENTIFY NEEDS 5. Ask the size and/or type of apartment needed? [1] 6. Ask how many people would be occupying the apartment? [1] 7. Ask when the apartment was needed? [1] 8. Ask if you desired anything in particular in your apartment? [1] 9. Ask your income and household size? [1] [5] BASIC INFORMATION 10. Exhibit knowledge and creativity in describing apartment that he/she had in mind for you? [2] 11. Ask how you heard about the community? [2] 12. Attempt to set an appointment with you? [2] 13. Ask for your telephone number &/or address? [2] 14. Ask if you needed directions or give good [2] directions to the community? [10]

2 Telephone Performance Report Page 2 PRESENTATION STYLE 15. Seem enthusiastic? [1] 16. Seem interested in your needs? [2] 17. Were any amenities, services or features [2] mentioned? If so, which ones? 18. Initiate questions to control the conversation? [2] 19. Use your name during the conversation? [1] 20. Create a sense of urgency to visit the community? [2] 21. Based on this sales presentation, would you visit this community? [2] [12] OVERALL IMPRESSION What was your overall impression of the Leasing Professional s technique? What were the Leasing Professional s strongest techniques? What areas needed improvement? Grand Total: POINTS EVALUATION Outstanding Good 9 17 Average Needs Improvement

3 Community: Leasing Professional s Name: Date of Survey: Day of Week: Time of Day: Prospective Resident s Name Used: Prospective Resident s Attire: Apartment Interest: When needed: OFFICE INFORMATION YES NO Was there a sign outside the office with hours & days open? Was the office open upon your arrival? How long did you wait for assistance? If you waited more than five minutes, what reason was given? Did the office appear neat and clean? Were desktops free of clutter? Were there any unpleasant odors? GREETING 1. Greet, or if busy, acknowledge you immediately? [1] 2. Stand to greet you? [1] 3. Welcome you with a handshake? [1] 4. Introduce themselves to you? [1] 5. Look well-groomed? [1] 6. Smile when greeting you? [1] 7. Ask your name? [1] 8. Appear professionally dressed? [1] Describe appearance in detail: [8]

4 Page 2 IDENTIFY NEEDS 9. Ask if you had seen other communities? [1] 10. Ask/confirm the type of apartment needed? [1] 11. Ask/confirm when the apartment was needed? [1] 12. Ask how you heard about the community? [1] 13. Ask the reason for moving? [1] 14. Have you complete a guest card? [2] Or complete one for you? 15. Ask when your current lease was up? [1] 16. Ask your income and household size? [1] [9] LEASING PROFESSIONAL 17. Use a natural approach, not canned? [1] 18. Build rapport with you? [1] 19. Seem to know their product well? [1] 20. Give you their undivided attention? [1] If not, describe specifics: 21. Were any amenities, services or features [2] mentioned? (i.e., mini-blinds, pool, fitness center, washer/dryer, fax service, UPS service? Circle any that were mentioned) 22. Offer refreshments? [0] 23. Praise the on-site staff? [1] 24. Mention peace of mind or security issues? [1] (Do not bring this up! Answer only if mentioned) What was their response to this issue? 25. Mention developer or property management company? [1] 26. Chew gum, eat, smoke, or drink a beverage? [1] (Circle all that apply. Yes=0; No=1) [10]

5 Page 3 TOUR AND SALES INFORMATION Did the Leasing Professional? 27. Use your name during the tour? [1] 28. Show you any features/services? [1] Which were shown? (check all that apply) Pool Fitness Center Clubhouse Laundry Other: 29. Show either a model or vacant apartment? [2] 30. Ask what features/needs were important to you? [1] 31. Give you a brochure at the beginning or end of the tour? (circle one) [1] 32. Condition of Apartment Appearance check the number which best describes the cleanliness and readiness of this apartment. 5 = Excellent 4 = Good 3 = Average 2 = Acceptable 1 = Needs Improvement [5] Describe any specifics: 33. Effectively overcome your objections? [2] What were your objections? Agent s response: [13] CLOSING 34. Take you back to the office to discuss specific apartments available? [2] 35. Ask you to leave a check for a deposit or application fee? [1] 36. Make more than one attempt to close? [2] 37. Create a sense of urgency for you to lease? [2] 38. If they didn t close, did they set another appt? [2] 39. If you gave an anticipated move-in date more [2] than 45 days out, was the waiting list discussed? 40. Was the waiting list deposit requested? [2] [13]

6 Page 4 FOLLOW-UP 41. Contact you by phone within 24 hours after [2] your in-person visit? **Shop, Stop and Close Promotion 42. Send you written follow-up postmarked within 48 hours? **Shop, Stop and Close Promotion [2] [4] OVERALL IMPRESSION 43. Based on this sales presentation, would you rent? [8] [8] Please put your answers to the following questions on the attached page: 1. What was your overall impression of the Leasing Professional s technique? 2. What were the Leasing Professional s strongest techniques? 3. What areas need improvement? 4. What was your impression of the community s overall appearance? If there is one thing that you could change about anything in the model or the community, what would it be? Grand Points: POINTS EVALUATION Outstanding Good Average 0 19 Needs Improvement

7 QUESTIONS & ANSWERS APARTMENT SHOP Page 5 1. What was your overall impression of the Leasing Professional s technique? 2. What were the Leasing Professional s strongest techniques? 3. What areas need improvement? 4. What was your impression of the community s overall appearance? Revised 5/1/04