P&P 1
Who is Sidney?
Sidney is an A.I. virtual leasing assistant that is used to assist communities with answering general questions that prospects have about the community.
List three reasons as to why you may need to manually generate a door code
Their original link is no longer working
Generally not working
Their original link expired
They did not receive a link
Link was not sent by Sidney
Guest card turned red
We have the wrong email/phone number on file
What are the 3 options to break a lease?
30 Day Guarantee, Early Termination Fee, Accelerate Rent
You can document your call notes under "Activity History" by pressing what button?
Log A Call
What does CRM stand for?
Customer Relationship Management
Explain ALL the sections that you find under the sales dashboard?
Recent Handoffs: Red/Yellow Guest Cards that need manual interaction
Upcoming Tour Tracker: A list of booked tours for the week
Leasing Assistance Requested: Prospects that require immediate assistance while on tour
What is the Salesforce template used to send new door codes to a prospect?
Door Codes and Instructions
Can a roommate be added at any time during the lease?
How frequently should we be refreshing our Sales Dashboard? Why?
The Sales Dashboard doesn’t automatically reload. Click the Refresh button to refresh the page as frequently as possible
Explain the Happy Trail/Path?
The “happy trail” refers to a prospect being able to book a tour, take the tour, and lease an apartment without any assistance
What is a yellow guest card?
Sometimes Sidney just needs a little assistance with a Guest Card, but can pickup the communication again without having to hand it over permanently.
Prior to sending new codes, always check the guest card event for what?
the scheduled tour
Explain the relocation advantage?
You can move between any Avalon, AVA, Kanso or eaves by Avalon communities, you'll receive attractive relocation conveniences that will save you time on apartment hunting, as well as some additional perks
When a prospect has multiple accounts, how do you determine which one to document on?
If Multiple guest cards exist, use the guest card that has the soonest tour date
If the status of the caller is Applicant/Resident, where do you document on Salesforce?
The Account Page
If a guest card turns red, what is the first thing you must do?
You will need to assign it to an onsite associate. You do so by pressing the “edit” button on the guest card.
Identify the the Guest Card’s unique identifier in the following link: https://avalonbay.my.salesforce.com/a0WPq000005ba4r?srPos=0&srKp=a0W
a0WPq000005ba4r
What are the requirements if a resident wants to purchase their own renter's insurance? List them all. (Hint there is 5)
1. $100,000 worth of personal liability coverage
2. Avalonbay Communities must be listed as a interested Party
3. Address matches the apartment address
4. Policy period is correct
5. All lease holders listed as insured or have their own policy
When would you list a prospect as a "Hot Lead"
When prospects mention
Quick move ins
Interest in specific apartment/features: Townhomes, loft
If they ask how to apply or what the next steps are
Shared excitement for specials
If a prospects wants to know what communities offer affordable housing, where are two places we could navigate to?
- Affordable housing website: https://www.avaloncommunities.com/affordable-housing/community-list/
- Scroll to the bottom of the community website page
- The OneNote
List at least 3 reasons as to why a Red Guest Card would need manual action by an associate
No conversation with Sidney
Sidney unable to answer question
Tour booked manually
Incomplete contact information
Door codes or ID verification link not sent.
What are all the steps in handling a Leasing Assistance Request?
1. Click on the edit button on the guest card to open up the task
2. Change the “Assigned To” and “Associate (First & Last Name)” fields to your name and change the status to “In Progress
3. Make an outbound call
Explain the process should an applicant sign the lease agreement but they elect to cancel that lease before the lease begin date
Provide written notice to LO, typically by email. (NTV form not valid yet since the lease has not started)
Pay a one-month termination fee per the lease agreement, except where prohibited by applicable law (exclusions may apply at the LO discretion)
Where on Salesforce will you find a prospect's ID verification?
- In the For Office Use Only Section, Check Identity Validation Expiration.
-Also, click the name next to Contact to view their Contact Card and review the Screenings section for Pass or Fail
List at least one resource that would not be used to search for pricing?
- RLT Tour Availability
-Community Database