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Telephone Performance Analysis Standard Leasing Survey

Review the questions scored and weighting of a Standard TPA Individual Performance Evaluation.

Last Update:
February 26, 2020
Agent Performance
Implementation

Telephone Performance Analysis (TPA), a service exclusively provided by LeaseHawk, utilizes trained analysts that evaluate and review your employees’ calls with actual prospects. Random first-time prospect calls are scored using a survey of best practices created by industry professionals in the ownership, management, and operation of apartment communities. The standard survey is shown below. Reports created from survey results make it easy to identify the areas that need improvement, so you can target your training efforts to improve your team’s performance.

Telephone Performance Analysis

Individual Performance Evaluation (Leasing)

Introduction and Lead Information
  1.  Leasing Professional clearly introduces self and the community. Weight: 6
  1.  Leasing Professional attempts to determine caller’s name or caller volunteers name. Weight: 10

     2a. Caller volunteers name. Weight: 0

  1.   Leasing Professional attempts to determine caller’s contact information. Weight: 6

      3a. Caller volunteers contact information. Weight: 0

Pricing
  1.  Leasing Professional lists community and/or apartment amenities, features, benefits before or while mentioning price/price range. Weight: 10

      4a. Leasing Professional just mentions price/price range. Weight: 0

Qualifying Questions
  1.   Leasing Professional inquires if the caller has pets or caller asks if the community accepts pets. Weight: 5

      5a. Caller asks if community accepts pets. Weight: 0

  1.   Leasing Professional attempts to determine when the apartment is needed or caller volunteers. Weight: 5

      6a. Caller volunteers when the apartment is needed. Weight: 0

  1.   Leasing Professional attempts to determine the advertising source or caller volunteers. Weight: 0

      7a. Caller volunteers advertising source. Weight: 0

  1.  Leasing Professional attempts to determine why the caller is moving or caller volunteers. Weight: 5

      8a. Caller volunteers why they are moving. Weight: 0

  1.   Leasing Professional determines that the caller is not qualified due to price, pet, lack of availability, school district, etc. Weight: 0

Amenities and Benefits

  1.   Leasing Professional asks caller for their specific needs/preferences or caller volunteers. Weight: 10

    10a. Caller volunteers their needs/preferences. Weight: 0

  1.   Leasing Professional mentions benefits of community amenities as they pertain to the caller’s stated needs. Weight: 3
  1.   Leasing Professional mentions benefits of apartment features as they pertain to the caller’s stated needs. Weight 3
Closing
  1.   Leasing Professional asks to set an appointment or caller requests. Weight: 15

    13a. Caller asks for an appointment. Weight: 0

  1.  Leasing Professional sets a specific appointment with time and day, if possible. Weight: 5
  1.  Leasing Professional tells the caller that they do not need an appointment. Weight: 0
  1.   Leasing Professional offers directions to the community. Weight: 5
  1.   Leasing Professional offers to send information to caller or refers caller to sister community. Weight: 6
  1.   Leasing Professional determines if caller has visited community/company website and if not, directs caller to website. Weight: 4

Overall Impression
  1.   Analyst: Based on the Leasing Professional’s presentation, were you motivated to visit? Weight: 1
  1.  Was the Leasing Professional polite and courteous? Weight: 1

TOTAL 100