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Report For Pamela Wade at The Bluffs at Clarys Forest

Report For Pamela Wade at The Bluffs at Clarys Forest

0%
Current Score
98.33%
Average Score
  • 97%
    01-29-2020
  • 98%
    07-07-2019
  • 100%
    10-10-2020
  • 25%50%75%100%

Performance Evaluations

Telephone - 100 points possible

  • 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?Yes0/0
  • 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?Yes5/5
  • 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.) Yes3/3
  • 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? Yes10/10
  •  Total: 100/100
    100
    100

Telephone Comments (Please provide the phone conversation from start to finish. All details are necessary.):

Pam answered the phone after the voice service/answer machine picked up the phone. She greeted me with "Thank you for calling the Bluffs at Clary's Forest and Hawthorne Apartments. This is Pam speaking how can I help you today?" She put me on a brief hold. She was friendly and direct. She began to ask for my name, phone number, number of occupants, any pets, size of unit and move in date. I provided her with all that information. After she took my information, she began to explain the apartment to me. She explained that one-bedrooms come with two and half closets, she elaborated on what two and a half closets meant. She explained all units come with dishwasher but washer/dryers located in all buildings on the bottom floor. She looked for a unit for my move in date, she had two available. One in Clary's Forest and the other in Hawthorne. She explained the difference which was a balcony. She asked if I preferred a balcony, I responded that I don't have a preference. She quoted a price of $1,237 for a one bedroom. The unit had renovations, no balcony and a bay window. The other unit was for $1,307. She told me that the unit in Clary's was under special. She also explained there was a $300 waiver on the first month rent.

Pam asked if I would like to come in and visit the community. She asked what time would be good for me. I provided her with the information. She then asked if I needed directions, I told her no. She offered me the address and I told her I would be using GPS. I thanked her and we ended the call.


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
  •  Total: 0/0
    0
    NAN

Please tell us your observation of the community below in the comment box. :

The community is well maintained. The grounds were clean and free of debris. The office was clean and organized. The desks were clean and organized as well.

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?Yes2/2
  • Did the Leasing Professional shake your hand?Yes0/0
  • Did the Leasing Professional introduce him/herself?Yes3/3
  • Did the Leasing Professional obtain your name during the visit?Yes2/2
  • Did the Leasing Professional continue to use your name in the conversation?Yes1/1
  • 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
  •  Total: 19/19
    19
    100

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

I was greeted immediately upon entering. Pamela confirmed my name and I was the person she talked to on the phone. She then informed me that it would be a bit of a wait. She was in the process of doing an application and asked if I didn't mind waiting. I told her that I would wait. She used my name during this time. She was dressed with black slacks and a logo shirt.

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?Yes2/2
  • Did the Leasing Professional identify phone number?Yes2/2
  • Did the Leasing Professional identify price range or budget?No0/1
  • Did the Leasing Professional identify if you have any pets?Yes2/2
  • 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
  •  Total: 25/26
    25
    96.15

Comments on Qualifying Needs. :

Pam first reviewed all the information that she got from the phone call. The information was used to fill a guest card, which was already done and on her desk. She asked me the questions again and confirmed the answers. There was no rapport created during this time, it was information gathering session before we toured. As she walked through the model she discussed some features such as upgraded appliances, ample closet space and blinds on the windows. She also discussed the intercom system in all the units.

Demonstrating - 19 possible points

  • 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 our Resident Services department and our 24 hour emergency maintenance?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.)Yes4/4
  • 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?Yes2/2
  • Did the Leasing Professional show a model apartment that was clean and neat? 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. Yes1/1
  •  Total: 17/19
    17
    89.47

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

We toured the model that was across from the leasing office. It was clean, neat and inviting. We walked through while Pam discussed the layout and features of the unit. She was upbeat and pleasant throughout her presentation. She discussed the difference between Clary's and Hawthorne. She pointed out the living room, dining area, kitchen with upgraded appliances which included a microwave, the two-half closets and the intercom system. She overcame objections in a nice/jokingly manner such as no ice maker and lack of counter space. She told me the units did not change I would have to make my ice and the counter space is the same for all units. She did not discuss Residential Services or 24 hour maintenance. We did not discuss neighborhood amenities. She asked how I liked the unit in the middle of touring it. She showed me the complimentary storage unit. We also toured the laundry room.

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?Yes0/0
  • 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.):

Once we were back in the leasing office. Pam asked if I was ready to apply. I declined. She created urgency by explaining that there was a special within Clary's Forest. She then went over the application process. She went over application fee, security deposit and verification process. She offered me her business card and documentation on the two units available.

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
  • Was the Fair Housing poster clearly visible?Yes0/0
  • When you asked, "What kind of security do you have?" or "Is this a safe area?", Did the Leasing Professional respond appropriately?Yes0/0
  •  Total: 0/0
    0
    NAN

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

Pam did not say or do anything to discourage me from leasing. She did not comment on safety beyond I would need to look into that information my self. They do offer an intercom system as she explained.

Follow- Up - 5 possible points

  • Did the Leasing Professional follow-up by telephone within 2 days?Yes5/5
  •  Total: 5/5
    5
    100

What was the follow up date? Please list below.:

On 2/1/2020 I received a follow up call.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 95%
Total Score: 0%

General Questions