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10/9/2018
Flournoy Leasing Consultant On Board Training Checklist
The #1 priority of a successful community is to implement effective training for all staff. Leasing Consultants must complete the training checklist below before they begin their responsibilities at their assigned community.
Upon approval from the Human Resources Department, the Community Manager will contact the Leasing Consultant and schedule a specific date and time for Orientation, which will be a day prior to their first day of work.
The Community Manager will email the Director of Training to schedule training at a host community. Confirmation for the training will be sent via email to the community managers, employee and the regional manager. If travel is required for the new employee, the manager of the new employee will be responsible to make arrangements and use the community credit card for lodging and travel accommodations.
Community Manager will introduce and review the “Employee Handbook”
Community Manager will explain all Flournoy benefits to include PTO;Health; Life Insurance Bonusstructure; 401 K; Apartment discount and employee stock.
Community Manager will discuss the Leasing Consultant’s job description in detail.
Community Manager will detail the Flournoy Dress Code- AmericanBusiness
(order 5 uniform blouses/ business cards/ and ID badge).
Community Manager will discuss the employees’ work schedule to include (resident
functions, weekends, holidays, etc.)
Community Manager will discuss monthly sales goals.
Community Manager will explain cell phone policy in the office.
Community Manager will explain the Telephone Performance (shop form) to include
Video permission in person (shop form).
Community Manager will explain Flournoy training requirements.
Community Manager will receive assigned password and user name to access the
Flournoy Intranet-Kristi Morris will provide from Human Resources..
Community Manager will explain Flournoy CFTP designation and pin.
Community Manager will register the Leasing Consultant (with Rhonda Stephens)
for the next available Flournoy Instructor Lead class.
Company email addresses: () () and (
Community Manager will have Leasing Consultant sign the Audio Video and In-person shop permission and submit to Human Resources with required paper work.
Community Manager will send all signed necessary paper work to the Human Resources Department as required. (new hire paperwork should be
submittedto Human Resources department by the end of the new employees’ first day
on the job.
Community Manager will assign keys and document keys given to new employee.
Community Manager ______Date ______
Employee ______Date ______
Day One
The Community Manager will introduce the new Leasing Consultant to all staff.
Leasing Consultant will report to work on a specific date and at a specific time as
assigned by the Community Manager.
Leasing Consultant will do the community inspection with the Community Manager.
The Community Manager will assist the Leasing Consultant with instructions to the
VisionLearningCenter and the employee’s personal dashboard .
Review the required Grace Hill courses that must be completed with-in the first 30
days.
Complete the Flournoy “Product Knowledge Checklist”- a copy can be found in the Flournoy “Tool Box” in “Training section”
The Community Manage will explain “White Fence” and introduce the new employee
to the Required training course online access via the Flournoy Intranet.
The Community Manager will accept assignment for the this employee for the One
Site “New User Course.” This course is monthly -every second Tuesday 10-12/
and second Wednesday 10-12. Chanda Kalman conducts this class online and can be
found in the employee dashboard Grace Hill vision under courses – Instructor Lead.
Day Two
Prepare the Leasing Sales Portfolio= items to include behind the tabs
All Items can be found in the Flournoy Tool Box – “Training”
Observe a leasing consultant answering the telephone.
Observe a leasing consultant meeting and greeting a customer.
Observe a leasing consultant on a tour of the community.
Telephone shop three competitors on the market survey.
In-person shops the same three competitors on the market survey.
Continue To take Assigned Grace Hill Courses
Day Three
Community Manager will assign the OneSite Real Page password – Chanda Kalman
OneSite Real Page “New User Class.”Is the second Tuesday and Wednesday each
Month from 10 to 12. This course must be completed with-in the first 30 days. It will
have been assigned to this employee, so accept when you see it in your dashboard.
Continue to Take the Grace Hill courses
Day Four
Dressed in jeans and prepared to spend the day with the maintenance team.
LST will view the crisis supplies location
Inspect an apartment after a move-out of previous resident
One Site New Beginners class – Chanda Kalman teaches the make ready
Board and facilities in the (4 hour class on-line).
Spend time in an apartment with maintenance techduring the make ready process pointing out specifics such as:
PM sticker
Water cut off valves
Fire Extinguisher
Fire Alarms
Smoke detectors
Appliance manufacture settings
Thermostat operation
Fire walls
Insulation
Carpet/ Flooring –cleaning and replacement (if necessary).
Washer/ Dryer connections & ventilation
Paint procedures
Storage/ porch patio area
Electrical
Hardware
Vacant Make Ready Checklist signed when complete & given to CM for signature
LC will assist the LST performing a service request to include procedure for entering
the apartment and completing the service request.
Instructions for driving the Golf Cart
Pest Control procedures
Day Five
Complete the Grace Hill courses required for the first two weeks.
Review all material that was not completed prior to going to the host community.
The Leasing Consultant will travel on Sunday evening (unless in the same city), to the assigned host training community. Arrangements have been made and finalized with the Community Manager; host Community Manager; Regional Manager. The Leasing Consultant will report to work at the host community on Monday morning at 8:30 A.M. and leave on Friday afternoon at 5:00 P.M. The Leasing consultant will shadow the host staff in all daily activities and responsibilities being shown by example.
Day Six
New employee will shadow the host staff with inspection of: ( Inspection form)
Model, mini models, available make ready apartments
The clubhouse;the amenities; and preparing refreshments.
Retrieving messages
All Service requests
Following up with messages
Chanda Kalman -OneSite New Beginner Class Monthly –
second Tuesday and Wednesday 10-12-Introduction to OneSite Today Page
Observe the Leasing consultant taking calls and inputting information into
The guest card
Building a rapport with friendliness, enthusiasm and professionalism
Finding out the customer’s specific wants and needs
Inviting them to go to the website to view the community and floor plans – “now”
Get the customer’s respect by showing how excited you are that they chose to call. Ask permission to ask questions.
Paint a visual picture of your community pointing out value and quality
Using Urgency to narrow down a specific Move-in date, floor plan, location and lease term in order to offer a quote that will hold an apartment for 48 hours.
Set a specific appointment for the customer to visit “Today” – if they can’t –set a specific appointment time for when they can tour.
Always thank the customer for calling us and be excited to meet them
Ask permission to follow up
Send handwritten thank you and send an email thank you
Schedule next activity -follow up
Greeting a Customer
Shadowed greeting the customer at the front door ( at the vehicle if it was raining)
Formal introduction with a handshake
Offered refreshments
Invited to sit down and built a rapport in the club room
Followed the customer’s lead as to see the amenities or a model first
Invited into your office to take Identification for the tour
Gathered information for the tour
Gathered information after returning from the tour to get pricing and specifics
Application
Ask for the application & deposit in the model or the mini model
Explained the qualifying procedures
Came back to the office to gather their information and specifics
Gave a quote based on their specific need
Explained they can be approved immediately with a few steps
Closed the sale
Chanda Kalman will teach the Screening Criteria in the (New User OneSite class)
Approval and request the applicant sign Lease paperwork immediately.
DaySeven
Lease and all addenda-
Forms
Preparing the apartment for move in (Inspection)
Keys
Gate procedures -
Clean and Cost Damage list
Reserving two parking spaces
Move-in with the new resident (physically inspecting the apartment with the resident
and signing the Inspection form)
Move-out
Late Notice
Eviction process
Day Eight
Bonus Structure for monthly Leasing goals (when due and what is required to present
for commission)
Marketing Checklist
Monthly Calendar
Watch List
Answer the Telephone (if host feels ready)
Fill out a Guest Card
View the floor-plans online
Invite a customer to view the website with you while having the conversation
And deciding what their specific needs are.
Invite the customer to visit and set an appointment
Write a Thank You
Record the activity
Day Nine
Greeting a customer
Follow procedures for “Greeting” the customer at the door
Building a rapport with the customer in the clubroom
Touring
Overcoming objections
Closing the Sale
Application process to include approval
Ask the customer to sign the Lease – “Today”
“White Fence” selling the services we provide
Setting up the move-in date/time
Day Ten
Resident Portal to include Resident Renewal Process
Continue to complete required Grace Hill Courses
The LC will report to the community he/she is assigned and begin her work week as assigned by the Community Manager.
The LC is requested to submit a survey for OnBoard training immediately when received by email from Director of Training.
The Regional Manager will confer with the Community Manager weekly on the progress of the new employee.