Top 4 Priorities
What are the Top 4 DIV priorities and goals for each?
Expert on the sales process, AR % under 2%, Reviews double digits, + Manage Unit Mix
True or False? EzPay NR % counting towards CX Score is for the current month in the calendar year.
False. Factors Rolling 90 Days
If you are unsure on if the Expense Type is correct, what should you do?
Reach out!
When should we be doing a lock check and a walk thru?
Lock check every day (as early as possible) Walk Thru once a week but no more than 10 days apart
What should you do if you have a past due action task, but cannot get to it yet?
Mark as in Progress and come up with gameplan to get it done as soon as possible
What part of the sales process do we ask for the value?
Assess Needs
***DAILY DOUBLE***
What 4 parts contribute to CX Score and what are the goals for each?
Answering the phone 75%, Customer Escalations 5 or less, EzPay NR % 80%, and CSAT 90%
What day each month does the expense report (billing cycle) for the P-Card end?
The 21st
Is taking out trash a daily or weekly task?
Daily Task, especially if there is food inside of trash bin
What is the FIRST Action Task we receive for customers who go up for auction?
Delinquency Task: Phone Call
What is the best tool we should be using in KPI to help us manage unit mix? Hint: Ana just showed us this on our last call.
Site Map
***DAILY DOUBLE***
Which one(s) below count towards Answering the Phone Score?
2 missed calls before office hours. 23 Outgoing calls but only 10 picked up, 3 Incoming calls from other sites with 2 answered, 10 incoming calls during office hours with 9 answered, + 5 calls after office closed
10 incoming calls during office hours
Where do we send an invoice if it is for a CapEx Project (Invoices over 1K)?
exrfacilitiesinvoicecapture@concursolutions.com
***DAILY DOUBLE***
After punching in, turning on lights, and getting logged into everything, what is the first task we should be taking care of?
Follow up with new opportunities and prepare
How should we handle a move out notice action task for December 18th given for a customer who is paid up until December 27th, but lock is still on latch on the 19th?
We should be calling the next day if the unit is not vacated even if the customer is paid in advance
***DAILY DOUBLE***
True or False? If a potential customer objects to a 10K CPP policy, the first thing we should try to do is get them to get the 5K policy.
False. First offer them a less expensive unit keeping CPP policy the same.
What can you do to impact the CSAT survey %?
Care, Appreciate, and Inform
What are the 3 types of payment options vendors have in order to get paid?
Credit Card, ACH, or Check
What kind of tasks/duties involve an elevator?
Vacuuming tracks, cleaning walls, floors, and ceiling tiles if applicable, replacing bulbs, and testing elevator phones
What needs to be done to complete the Task Inventory Unit? *Must list ALL items and not just a few in order to get points*
Cut lock, Take Pictures, Inventory Unit, Upload Pictures, Upload form, + Add note of seal #
What is the FIRST step of the walk in sales process (Customer Centered Sales)?
3 in 3 / Prepare
When is the CSAT survey sent to customers?
6 days after move in, random times throughout rental, and 6 days after move out
***DAILY DOUBLE***
During payment/approval process, how many Extra Space employees will handle an invoice if the amount is $750 or under?
3: AP Clerk, Site, and DM
Which one(s) are NOT a weekly task?
Replace Bulbs, Wipe Down keypads, Test Elevator Phones, Check HUB tasks
Test elevator phones and HUB tasks
***DAILY DOUBLE***
Name the 6 action tasks we will receive for a customer in foreclosure? One is tricky
(1) Phone Call (2) Add Unit to Auction (3) Manual Mailing of Letters (4) Inventory Unit (5) Final Call and Verify Auction Readiness (6) Foreclosure Checklist either Approved or Rejected