NALP Internship Checklist

Transcription

1 NALP Internship Checklist This document records the intern s completion of specific learning and functional goals. Intern Name: Internship Location: Corporate Sponsor: 1 Complete: Complete: Complete: Supervisor: Intern: Function/ Learning Goals Recommend Office Basic office functions 1 Administration and daily processes Fair housing and other 1 compliance requirements Lease contract and 1 addenda, file management Basic payables and 1 receivables processing Navigate property 1 website Shadow Manager 1 Shadow Assistant 1 Manager Physical Walk the entire property 1 Property Learn and evaluate 1 curb appeal Learn and evaluate 1 marketing corridor Teamwork Meet and interact with 1 each staff member, Telephone Skills Perform daily phone 2 service all callers, Record and report calls 2 as needed. If available, listen and 2 evaluate call recordings Shop comps by phone, 2 complete NALP shop form ID Number: Internship Supervisor: Internship Dates: 2 Complete: Complete: Rating: Satisfactory Unsatisfactory Authorizations 1

2 Function/ Greeting and Qualifying Creative Demonstration Closing the Sale Prospect Follow-Up Processing and Screening Applications Marketing and Sales Generating Traffic Learning Goals Recommend Practice in person 2 greeting Complete guest cards 2 Learn to select unit to 2 tour based on prospect s needs and availability Shadow Leasing 2 Consultant demonstration Assess effectiveness 2 using NALP shop form Provide one complete 2 accompanied demonstration Shadow Leasing 2 Consultant closing process Assess effectiveness with 2 Leasing Consultant Identify personal 2 preferred closing techniques Practice closing 2 techniques with staff Provide accompanied 2 close in actual visit Review the current 2 follow-up processes in place Conduct follow-up with 2 prospects. Become familiar with 2 the lease application, Understand prospect 2 criteria and screening models Be able to articulate 2 criteria in role play with Leasing Consultant Work with employee 2 while screening applicants Learn property market and leasing goals Review Weekly Traffic Report; Traffic Sources, Traffic Tracking Discuss Traffic Analysis with Leasing Consultant 2

3 Function/ Electronic Outreach and Response Competitive Marketing Off Site Marketing and Outreach Review all ads, all media, discuss response Learning Goals Learn electronic messaging and branding Evaluate value for qualified traffic Respond to electronic traffic to office, perform /text reply Learn and evaluate competitors, compare pricing, units, property features, policies. Identify competitive advantages and challenges Make recommendations for positive change. Learn to identify local sources for prospects using software reports and guest cards. Explore the area s businesses, employers and partners by discussion and drive-by Evaluate previous outreach with Leasing Consultant Make recommendations for new outreach ideas Recommend Customer Service Move Ins Pre-walk move-ins with Leasing Consultant Prepare move-in packets, gifts, materials Learn move-in protocol Customer Service Residents If possible, observe new resident contract signing and move-in. Learn all details of the property customer service program Review all resident communications

4 Take resident calls and handle resident visits Function/ Renewals and Resident Retention Work Order Management and Service Technology and Software Teamwork The NALP Value Proposition Learning Goals Review current renewal process View renewal reports and communication tools Assist with securing renewals through resident contact, reporting If possible, assist in response to new NTV If possible, walk newly vacated units for unit condition assessment Shadow maintenance technicians Learn the work order process from incoming order to follow-up and recording Learn proper questioning technique to identify issues Take and write orders, give to staff, post completions Make follow-up calls to residents Learn basic functions of property management software Understand value, review reporting Learn the leasing functionalities, including automated revenue features Participate in team meeting Complete the NALP Value Worksheet and review with Internship Sponsor Recommend

5 Total Units At Property: NALP Value Proposition (to be completed by Intern) Total Monthly Average Market Market Rent: $ Rent per Unit: $ E For these calculations you may want to consider year-to-date totals to calculate monthly averages Average pieces of In Person Traffic per month Average net leases per month A Average closing ratio per month (Net leases/in person traffic) % My most important role with an in person prospect is: Average number of Phone Traffic per month Average number of Calls that result in visits per month Average ratio of calls that result in visits per month (callers that visit/total callers) My most important role with a prospect call is: B % This community s strongest competitive advantage is: This community s most significant challenge is: Total number of resident work orders called in per month Total number of resident work orders completed per month My most important role with a resident work order is:

6 NALP Value Proposition Page 2 My most important role with a current resident is Average number of move outs per month C Average annualized number of move-outs per year Average annual turnover percentage (Annual move-outs/total units) % My most important role when contacting a resident submitting a notice to vacate is My Value Proposition If I improve closing ratio by an additional 10% = how many more leases per month (A x 10%) + If I improve my phone-to-visit ratio by an additional 10% = How many more visits per month (10% of B) If I reduce turnover by an additional 10% = how many fewer move-outs per month (C-10%) + My Value added: (see above) More Leases + Saved Move-outs = Added Occupied Units D at Average per Unit Market Rent E equals monthly added income to community (D times E) F Additional Annual Income I can add to the community (F times 12) Date Value Proposition Completed: Intern Name: Intern Supervisor Name: Intern Closing : Signature: Signature: 6