Contact Center (Level One) PK HOW TO UPDATE YOUR PRODUCT KNOWLEDGE FOR THE CONTACT CENTER
Contact Center (Level One) PK
1. Login to Level One. http://www.levelone.com/ If you haven’t already, bookmark this page and add it to your Favorites. 2. Select ‘View Property Product Knowledge’
3. Admin & Hours: Update staff & hour changes here. Be sure to save your page after any changes are made.
Update this section as your staff changes.
Recommendation: Load your Daylight Savings Hours and Winter Hours so they’re ready to go when the time changes. 4. Visits: Update your Visit Options, Hours, Lengths, and Visits per Hour here.
Visit Hours are listed for Level One to know when you will accept your first and last visits of the day. These are not necessarily when you will close, but rather when you would like to have your last visit scheduled for the day. **Remember to adjust the visit hours on Tuesday and Thursday if your property is open later on those days.
Visits Lengths: Ask yourself “How long does my average tour take?” Adjust your visit length to reflect your average tour length. Note: Set your last visit to be 30 minutes before you close.
Note: The default is ½ hour per visit. Visits per Hour: Level One calls this section Visits per Hour but really it is appointments per hour (aka the number of appointments your office can handle in a given hour). Ask yourself “How many tours per hour can my property handle?” or “How many people on staff can show at one time?” Take into consideration the size of your staff and how many people you have available to show at one time. Also consider your weekends and how many you have working in the office on a Saturday or Sunday. If you receive a lot of walk-in traffic or only have 1 to 2 people working at a time, then you can change your Default on those days to 1-2 visits (appointments) per hour. Recommendation: The average Venterra property should put 2 here. If you’re over or under 300 units, adjust accordingly.
5. Visit Exceptions: This section lists the holidays and onetime exceptions for when your property will be closed. If a day or time is entered, Level One will not schedule any visits during those times. • When should you enter a onetime exception? Is your property going to be closed for a webinar or meeting? Add a onetime exception!
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When should you enter a recurring exception? Do you have a weekly huddle meeting that takes place at the same time every week? Add it as a recurring exception! Holidays: Not sure which holidays your property is closed? You can access the Holiday List on the Payroll section of the Intranet. If it says ‘skeleton’ your property will not be closed as part of the staff will still be working.
Recommendation: Add an exception for the items below. • • • •
Recurring Weekly Huddle Meetings: Add a Recurring Exception (if meeting is held at same time each week) Mandatory Call or Meeting: Add One Time Exception (if full staff is involved) Annual Venterra Kickoff Party: Add One Time Exception (to show that office is closed for day) Weather Delays
6. Fees & Deposits: Update your Fee, Deposit and Locator information here. Because Venterra properties are on SMART LEASING, we no longer have “app” and “admin” fees so we will use the “Holding/Reservation Fee” See example below. • •
Remove any app and admin fees listed at the top Enter the appropriate deposit amounts per your property (adding a note that they are not due until move in)
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Under Holding/Reservation Fee, enter an amount equal to 1 admin + 1 app fee. For example………$149 + $99 = $248 so you’d enter $248 Add this wording to the “Other Comments”: o No fees until you're approved with SMART LEASING! o Once approved, if you’d like to reserve the unit, you will pay the Reservation Fee. Additional fees may be required for multiple occupants. Please check with the office for more details or complete an online Price Quote.
For Locator Information, by default you should select ‘Yes’ if you accept locators. If you have a set rate that you offer locators, list it in the box. If not, include a note that says “For rates & lease terms, call property directly at XXX-XXX-XXXX. (List property number if enough space)
7. Coupon Info: Add a coupon if you’re property is offering something specific. Be sure and add the coupon text. If you choose to add a coupon, when a prospect schedules a visit, Level One will send the prospect a visit confirmation with the coupon attached.
Your coupon will look something like this:
Recommendation: If you are hurting in occupancy or need more leases, add a coupon! It can be minimal such as waived application fee or free accent wall to boost your visits set! Approval required by the Revenue Dept. 8. Pets: Update your breed restrictions, weight limit and general notes regarding pets here.
Note: Breed Restrictions have been preloaded for you. Also, Include Information about your Bark Park for added visibility!
9. Terms & Qualifications: Update Lease Terms, Preferred Employer Information, Occupancy Standards, and Prospective Resident Qualifiers here.
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Furnished Homes: if you have furnished homes available for rent, select ‘Yes’ here and add a description. If you do not, select ‘No.’ Available Lease Options: enter your lease terms here (i.e. 6 to 15 months; 7-18, etc).
Short Term Premiums: Each property should have this section marked ‘Yes’. We are a Corporate Housing Provider- friendly company and allow short term leases to
our CHPs.
Short Term Corporate Leases should always be marked ‘Yes’. We are a Corporate Housing Provider –Friendly Company and allow short term leases to our CHPs.
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Occupancy Standards: Set your occupancy standards to according to your state’s laws. If you are unsure, ask your Regional Manager.
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Preferred Employer Information: All of your property’s PEPs should be listed along with what type of discount they receive. If you offer discounts for Senior Citizens (age 62) and/or students (full time), that information along with discount information should be detailed here as well. Include detailed information about your PEP Program, Student and Senior Citizen discounts (if applicable). Senior Citizens are recognized at age 62.
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Prospective Resident Qualifiers: Enter detailed information about any qualifications you may have or want Level One to discuss with callers. Remember Level One cannot qualify individuals, just relay information. However, if you have any special notes or exceptions, you can include them in the comments section.
Remember Level One cannot qualify prospects, at this time.
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Cosigner Information: Include how much cosigners must make (i.e. 4x the rent) in order to qualify.
10. Property Features: This section lists your Property & Lifestyle features, Primary Competitive Advantage, and Key Selling Points. • Other Property Features: list any other features that your property has (dog park for example) that is not listed already on the page.
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Primary Competitive Advantage: Move-in Guarantee is the standard competitive advantage that is listed here. You can also refer to your comps board and see if you have anything listed that sets you apart from all of your comps.
Note: These have been preloaded for you, however, it is your responsibility to make sure they are updated and accurate.
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Property Key Selling Points: think of your top 4 key selling points that will grab a prospect’s attention and entice them to visit your community. Level One will list these 4 key selling points on the prospect’s visit confirmation. Recommendation:
Details…Details…DETAILS!!
Think of your Top 4 Key Selling Points and make it as detailed as possible.
11. Home Features: this section lists all of your apartment home features and amenities, parking information and key selling points. Recommendation:
Details‌Details‌DETAIL S!!
Think of your Top 4 Key Selling Points and make it as detailed as possible.
12. Neighborhood: List your neighborhood features here—shopping, dining, transportation, entertainment, schools, etc. Detail this section making it inspirational and interesting for your prospects. Recommendation: List specific details when listing what’s in your neighborhood. Instead of saying you are ‘Conveniently located to Shopping’ say that you are 10 minutes from the Galleria where you’ll find Macy’s and Nordstrom.
Recommendation:
Details…Details…DETAIL S!!