Company Values
Lead Calls
Lead Calls Part 2
Call Disposition
Maintenance or Resident Calls
100
Star Wars is an example of living this value
What is "Business in the Front, Party in the Back"
100
Asking an open-ended question to draw conversation.
What is probing questions.
100
The pricing and availability disclaimer.
What is "Keep in mind that pricing and availability are subject to change".
100
You answer the phone but there is no response on the other line.
What is no result.
100
All required information on maintenance calls.
What is "Name, phone, email, apartment, pets, permission".
200
Emailing LCNotifications about an interface change.
What is "Talk to Me Goose"
200
A 'meets expectations' in setting a tour.
What is making two mentions or attempts at setting the appointment.
200
An example of this is to give the positive effects of having a community laundry.
What is benefit selling?
200
A market survey would be marked this.
What is a solicitor.
200
Empathy means to do this.
What is "apologizing sincerely for the problem".
300
There's a club for this.
What is Be the Joneses
300
All required information on lead calls.
What is "Name, phone, email, people, pets, source".
300
Places to find things to benefit sell.
What is "featured amenities, amenities tab (new and old), photos".
300
A person calling about availability for a property that does NOT take lead calls would be marked as this.
What is a solicitor.
300
The LSDs stand for this:
What is "Location, Severity, Duration" and "Liability, Safety, Damage".
400
Showing up on time to your shift.
What is "Be the Real Deal"
400
The FHA statement
What is "we are an FHA compliant community and will do anything and everything within our power to help and accommodate you".
400
A person who has called before but does not pull up in the resident tab needs to be asked this.
What is "All questions, including source and tour".
400
A police officer calls to ask about a resident on the property.
What is vendor.
400
Maintenance says to not call about the property being out of water any further tonight.
What is "email LCNotifications, and put up a notification on the interface letting other agents know not to call".
500
Appropriate use of wrap-up time.
What is "Be Excellent to Each Other"
500
The protected classes.
What is race, color, familial status, religion, national origin, sex, disability.
500
The one way to automatically fail a call.
What is to break FHA.
500
You would mark a call as "test call" when this sort of situation happens
What is "Someone from Entrata reaches our line" (I.e., calling to troubleshoot).
500
You must do this when a resident's information does not auto-polulate (on properties that have a notification saying it will not).
What is "enter the information manually".
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