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Report For Ann Corea at Park View At Ellicott City

Report For Ann Corea at Park View At Ellicott City

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?No0/3
  • 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?Yes3/3
  • 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?No0/5
  • Did the Leasing Consultant determine specific needs (i.e. w/d connections, up/downstairs, fireplace)?No0/5
  • 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?Yes3/3
  • 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?Yes3/3
  • 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: 79/100
    79
    79

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

The original shopper, Keisha Gilmore, attempted to reach the property over several days. She left a message and still didn't get a call back. She finally gave up. I began calling the property on 7/5/2019 twice and left a message at 12:53. No one returned my call either. Voice message attached at bottom of report. On 7/8/2019, I called four more times and no one picked up. On 7/9/2019 I called and Ann answered on my first attempt that morning.

After the 2nd ring Anne answered with the name of community and she introduced herself in an upbeat and friendly tone. I told Ann I was looking for an apartment for my mother. She asked how soon I needed it. I told her within the next 60 to 90 days. She said she felt strongly she had one coming available for $953 and that includes electric and water. We never discussed size but she assumed it was a one bedroom I needed for mom.

She created a sense of urgency by telling me that apartment was the only one she would have within my time frame. Ann encouraged me to come in as soon as possible to start the application process. She said she didn’t have anything to show me but she could show me the community amenities and review some floor plans. I told her I could be there today. We agreed on 12:45 PM. She asked if I needed directions and we discussed the location. She gave me the address.

Ann verified my name and re-introduced herself. She told me what building to enter to reach the leasing office. She asked for my phone number and how I heard about them. I told her I saw it online and I use to live in Ellicott City. She said, “see you in a little bit” and we said our goodbyes.

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 community grounds and the leasing office were well maintained. The leasing office looked tidy. Nothing notable in a negative way to report.
  •  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). :

I entered the leasing office after being buzzed in. Ann greeted me with a very friendly HELLO. She confirmed that I was Tina. She invited me to have a seat in her office and she offered me a refreshment. There was another person gathering her belongings in the office and getting ready to leave but no introductions were made. This person appeared to be an employee.

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).:

Ann began the conversation by cleverly asking me “what haven’t I found yet that I am looking for” since I told her I was looking at other communities. I went on to say that my mother wants something updated with newer appliances. I explained we were selling my mother’s home. Ann educated me on the history of the building and told me the last rehab happened in 2015. She said that the apartments go quick and they get calls all day long from prospects. Ann went on to explain that they have income restrictions yet you can have many assets but they are just looking at income. She went on to explain what is an asset versus what is counted as income. She went over what was coming available and the cost. She told me what was included in the rent.

Ann explained that you had to be approved as a caregiver if anyone under 62 were to live along with the occupant. She said they do criminal background checks on all the residents. Ann told me about the $25 application fee and $400 security deposit. She asked me about pets and told me about the $300 refundable pet security deposit but no monthly pet fee which was a huge plus.

Demonstrating - 19 possible points

  • Did you view a vacant or model? No0/0
  • 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?No0/1
  • 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?Yes1/1
  • 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. N/A3/3
  • 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.):

There were no available apartments to see so Ann used the floor plans to describe the upcoming one bedroom apartment. Ann then described the community amenities such as the hair salon and gym. She gave me a July calendar of events. She explained the amenities were interchangeable between each building. She went on to list more activities in great detail along with some doctors that come on site.

Ann told me I can get on their wait list. She gave me the application in the brochure folder as well. She said they would love for me to start the application process today but understood I had to speak with my mother. Ann then had me fill out the guest card before we toured the building. She mentioned what shopping was in the local area.

Ann was great at building rapport throughout the conversation. She was very kind and professional. She gave me her Assistant Property Manager’s card if I couldn’t get a hold of her.
Ann toured me through the building pointing out every area including the business center, community room, laundry room, gym, trash and recycling area.

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?N/A0/0
  • 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.):

Ann began asking closing questions early in the conversation by reviewing the application process and creating a sense of urgency to apply as soon as I could to get in line on the wait list. Ann did not attempt to schedule another appointment to bring my mother in for a tour. This would have been a good idea since the property can be difficult to reach.

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.)N/A2/2
  •  Total: 5/5
    5
    100

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

Since this was a senior community we didn't discuss the types of people living at the community nor any concerns with safety issues. Ann did nothing to discourage me from leasing.

Follow-Up - 24 hours - 15 points possible

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?Yes10/10
  • Did the leasing consultant follow up again within 3 business days?No0/5
  •  Total: 10/15
    10
    66.67

:

Ann did follow up with an email. Please see attached. She had not followed up with a phone call.

Performance Evaluation

Total Phone Score: 79%
On Site Score: 93%
Total Score: 0%

General Questions