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Report For Angela Anderson-Smith at The Greens At Logan Field apartments

Report For Angela Anderson-Smith at The Greens At Logan Field apartments

0%
Current Score
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Average Score
    25%50%75%100%

Performance Evaluations

Telephone - 100 points possible

  • Were you able to reach a Live Leasing Professional on your first attempt? Please state in the comment box the dates and times you called before you were able to speak to a Leasing Professional.No0/0
  • Did the Leasing Professional answer with the name of the community? (State the exact greeting in the comment box at the end of the section).Yes3/3
  • Did the Leasing Professional identify him/herself?Yes3/3
  • Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • Did the Leasing Professional effectively use your name in conversation?Yes3/3
  • Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • Did the Leasing Professional ask for your telephone number? Yes15/15
  • Did the Leasing Professional ask for your email address?No0/0
  • Did the Leasing Professional ask how you knew about the community?No0/3
  • Did the Leasing Consultant determine apartment size?Yes5/5
  • Did the Leasing Consultant determine move-in date?Yes5/5
  • Did the Leasing Consultant determine number of occupants?Yes5/5
  • Did the Leasing Consultant determine if you had any pets?No0/5
  • Did the Leasing Consultant determine your price range?Yes5/5
  • Did the Leasing Consultant determine specific needs (i.e. w/d connections, up/downstairs, fireplace)?Yes5/5
  • Did the Leasing Professional suggest you visit the company website?No0/0
  • Did the Leasing Professional describe apartment features and/or amenities? (Please explain in the comment box at the end of the section.) No0/3
  • Did the Leasing Professional create a sense of urgency?Yes3/3
  • Did the Leasing Professional extend an invitation for you to visit the community?N/A0/3
  • Did the Leasing Professional try to set a specific appointment? (Please explain in the comment box at the end of the section.)Yes15/15
  • Did the Leasing Professional offer directions to the community?No0/3
  • Based on the Leasing Professional's presentation, were you motivated to visit the community? Yes5/5
  • Did you feel valued by by the Leasing Professional? (Please state how you felt in the comment box).Yes5/5
  •  Total: 83/100
    83
    83

Telephone Comments (Please provide the phone conversation from start to finish. All details are necessary.) How many rings before the Leasing Professional picked up?:

After the 2nd call, Angela answered with the name of the property and she introduced herself in a very pleasant tone. I told her I wanted to check on availability of the apartments for my mother. Angela asked me what size I needed and I told her a one bedroom. She gave me the gross monthly income to qualify for what I wanted. She asked how many occupants and then she gave me the minimum and maximum income. She gave me the rate of the one bedroom. I said that sounded fine and she immediately invited me in to get an application. Angela did inform me that they would be closed that same afternoon since they were having a company meeting. She also gave me the options of stopping in and picking up the application in the front area since she would not be able to meet with me after a certain time.

Angela asked me how soon my mother needed to move and I told her my mother is selling her house and can stay with me until we find her a place. She encouraged me to come by so we could get the application paperwork started. I asked if I could take a tour before we applied for mom. Angela paused to look at her schedule and figure out a date. I asked if Monday at 10:00 am would work and she said it would. She confirmed our appointment on Monday, July 15th at 10:00 am. She then asked for my mother’s name and my phone number.

She said I could choose from two available apartments. Angela asked if I had any other questions. She repeated my appointment back to me once again. She thanked me for calling and we said our goodbyes.

Angela called me back later that same day and said I could come in that afternoon so I stopped by that day.

Community information

  • Did you easily locate the community?Yes0/0
  • Were the main community signs clear, visible and in good condition?Yes0/0
  • Were there adequate signs directing you to the community?Yes0/0
  • Were the lawns and landscaping neat and trim, and free of all trash?Yes0/0
  • Was the general appearance of the parking area in good condition and free of trash?Yes0/0
  • Was the leasing office clean, neat, and orderly?Yes0/0
  • Did the leasing office communicate warmth and welcome?Yes0/0
  • Was your first impression of the community and curb appeal a positive one?Yes0/0

    The parking lot looked very clean. I did not see any debris and/or trash. The leasing office was very tidy and looked organized.
  •  Total: 0/0
    0
    NAN

Greeting - 20 points possible

  • Did the Leasing Professional greet you with a smile, or if busy, acknowledge you immediately?Yes2/2
  • Did the Leasing Professional stand to greet you?Yes3/3
  • Did the Leasing Professional shake your hand?Yes0/0
  • Did the Leasing Professional introduce him/herself?Yes2/2
  • Did the Leasing Professional obtain your name during the visit?Yes2/2
  • Did the Leasing Professional continue to use your name in the conversation?Yes2/2
  • Did the Leasing Professional ask you to sit down?Yes2/2
  • Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you?Yes5/5
  • Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? Yes2/2
  • Was the Leasing Professional wearing a nametag? Yes0/0
  • Did the Leasing Professional remember your telephone call?Yes0/0
  • Did the Leasing Professional have previous information on you readily available?Yes0/0
  • If the phone agent was out, was someone else able to help you from the information previously taken over the phone? (Please explain in the comment box at the end of the section.)No0/0
  •  Total: 20/20
    20
    100

Comments (Please explain in detail your experience as you entered the leasing office). :

Angela greeted me at the leasing office entrance with a big smile and an enthusiastic, HELLO. She immediately asked if I was Tina as if she was waiting for me. She invited back to her desk. She explained she has been filling in at different sites and apologized with any delays.

Indentify Needs - 26 points possible

  • Was a guest card completed on paper or electronically? (State who filled out the guest card in the comment box at the end of the section.) Yes2/2
  • Did the Leasing Professional determine how you knew about the Community?Yes2/2
  • Did the Leasing Professional identify size of apartment you needed?Yes1/1
  • Did the Leasing Professional identify your move-in date?Yes1/1
  • Did the Leasing Professional identify number of occupants?Yes1/1
  • Did the Leasing Professional identify phone number and/or email address?Yes2/2
  • Did the Leasing Professional identify price range or budget?Yes1/1
  • Did the Leasing Professional identify if you have any pets?Yes1/1
  • Did the Leasing Professional identify where you live now?Yes1/1
  • Did the Leasing Professional ask why you were moving?Yes2/2
  • Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes2/2
  • Did the Leasing Professional create rapport while attempting to determine your needs? (Please explain in the comment box at the end of the section). Yes2/2
  • Did the Leasing Professional demonstrate the features of the model apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
  • Did the Leasing Professional discuss the features and benefits of the model apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
  • Did the Leasing Professional make a photocopy of your identification before giving you keys to a vacant apartment? Yes2/2
  •  Total: 26/26
    26
    100

Comments on Qualifying Needs. (Please state in when the guest card was filled out - Before/During/After the Tour).:

Angela showed me that she had written my mother’s name on the board as if we were going to apply that day. She was not pushy about it. She went on to ask me “what would my mother like to have in her new apartment?” She listened intently. I told her my mother wanted a washer and dryer in unit and an apartment with updated cabinetry and appliances. She described their laundry facilities and pricing. She told me with an additional $40 monthly I could get a washer and dryer in the apartment. She explained the company from which they lease the machines and that they are service by this company which is a benefit to the resident. She told me that formerly the building was managed by Habitat and some residents have their own washer and dryer grandfathered in under the old agreements. The new agreements only allow for the machines to leased with the monthly payment.

Angela reviewed the minimum and maximum income requirements and showed me the pricing. She asked me to fill out a guest card. She asked for my picture ID. As I filled out the guest card Angela continued to review her availability log. I asked Angela about being my mother’s caretaker and she said it would be considered a live-in aid. She went on the explain how to become a live-in aid and if my mother moved out the aid would need to move out within 30 days.

Angela went over the application process and what criteria I needed including the guidelines. She was exceptional thorough in explaining all about the compliance needed to apply as she went through all the paperwork, she gave me. She also explained how the rates are calculated.

She explained that she would be showing me apartment 129. Angela reminded me that I could hold the apartment that same day which she referred to the dry erase board with my mother’s name on it. I told Angela I didn’t want to hold the apartment that day so she could take my name off the list until I reviewed all the information with my mother so she erased her name from the board.

Demonstrating - 19 possible points

  • Did you view a vacant or model? Yes0/0
  • If an apartment was not shown did the Leasing Professional show you floors plans?Yes1/1
  • Did the Leasing Professional ask if your move date was flexible?Yes1/1
  • Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes1/1
  • Did the Leasing Professional use the site plan and/or offer a site plan to show the location of the available apartment?Yes2/2
  • Did the Leasing Professional mention the professional management?Yes1/1
  • Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)Yes2/2
  • Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?No0/1
  • Did the Leasing Professional discuss the minimal charge for water or point out that there is free water included?Yes1/1
  • Did the Leasing Professional show an apartment that was clean and made ready? If not, please explain in the comment box at the end of the section. Yes3/3
  • Did the Leasing Professional effectively overcome your objection(s)? Please explain in the comment box at the end of the section. Yes4/4
  • Did the Leasing Professional begin asking closing questions early in the presentation? Please explain in the comment box at the end of the section. Yes2/2
  •  Total: 18/19
    18
    94.74

Comments on the Demonstration (Please describe your experience while touring with community with the agent.):

Angela grabbed the keys and we began the tour. She spoke with several of the residences as we walked. Angela showed me the mailboxes. She was very animated and enthusiastic in her presentation. We walked through the community room and she pointed out all the features of the craft room, kitchen, and pool table area. She reviewed all the events that do. We saw the laundry room and fitness center.

We went into the first apartment and there was a smoke smell that hit me right in the face as I entered. Angela handled my objection very calmly. She said there may be a resident that is not abiding by the no smoking rules and she would need to take the necessary steps to contact that client about the situation. She walked me through the apartment and she discussed each area pointing out features.

Angela did not discuss the local area.

As we walked to the next vacant, Angela informed me that she had gotten my voicemail messages and apologized for not getting right back to me since they have been short staffed. I posed another objection about the length of the hallway and that mom may need a wheelchair. Angela assured me that the apartment was wheelchair accessible. The 2nd vacant was larger and did not have any unusual smells. The vacant was set at a comfortable temperature. She opened closet doors to show me the spaciousness. Angela pointed out the security monitor in the apartment when a resident lets a visitor into the building.

Closing - 30 points possible

  • Did The Leasing Professional discuss rental rates positively and confidently?Yes1/1
  • Did the Leasing Professional create a sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. Yes3/3
  • Did the Leasing Professional mention current specials?N/A0/0
  • Did the leasing professional attempt any of the following closes? The closes listed below are worth 5 points each; however, a maximum of 10 points can be earned if the leasing consultant asked two of the four questions. If two of the four questions were answered, then check “Yes” in this box for 10 points. If no, then check this box “No” and no points will be earned. Yes10/10
  • Did the Leasing Professional ask you to fill out an application?Yes0/0
  • Did the Leasing Professional ask you question that generated a yes or no answer? Yes0/0
  • Did the Leasing Professional use assumptive phrases (ex: "your apartment", "you'll love living here", etc.?Yes0/0
  • Did the Leasing Professional use a closing technique not listed above? (Please specify in the comment box at the end of the section.)No0/0
  • Did the Leasing Professional attempt to schedule another visit to the community?No0/2
  • Did the Leasing Professional provide you with any promotional material (business card, brochure, floor plans, etc.)?Yes2/2
  • Did the Leasing Professional suggest you visit the company website?No0/0
  • Based on the Leasing Professional's presentation, would you have leased an apartment?Yes10/10
  • If unable to meet your needs, did the Leasing Professional refer you to another community?No0/0
  • Did the Leasing Professional do or say anything to make your visit "extraordinarily" memorable? (Please explain in the comment box at the end of the section.)No0/0
  • Did the Leasing Professional ask permission to keep in touch?Yes2/2
  •  Total: 28/30
    28
    93.33

Closing Comments (Please explain all the details of how the agent attempted to close you at the end of the onsite visit. Also, explain your reason for not leasing that same day.):

We walked back to the leasing office where she gave me back my ID. She tried closing me early in the conversation as we went over qualifying needs. She shared stories about her mom which built some rapport with me.

She thanked me for coming and the visit ended.

Fair Housing

  • Did the Leasing Professional say or do anything to discourage you from leasing due to any issues that could have been perceived as discriminatory? No0/0
  • When ask about the majority types of people that live in the community did the Leasing Professional say "We rent to anyone that qualifies" or something similar?N/A3/3
  • When you asked, "What kind of security do you have?" or "Is this a safe area?", how did the Leasing Professional respond? (Please answer in the comment box at the end of the section.)Yes2/2
  •  Total: 5/5
    5
    100

Comment (This is mandatory that you answer question #3 in the Comment Box).:

Angela did not discourage me in any way from leasing an apartment. When I asked about any car theft in the parking lot she said she wasn't aware of any problems to her knowledge.

Follow Up - 24 Hours - 15 Possible Points

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?No0/10
  • Did the leasing consultant follow up again within 3 business days?No0/5
  •  Total: 0/15
    0
    0

:

Angela did not follow up with an email nor a phone call.

Performance Evaluation

Total Phone Score: 83%
On Site Score: 84%
Total Score: 0%

General Questions