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Report For Mario Pemberton at The Bluffs at Clarys Forest

Report For Mario Pemberton at The Bluffs at Clarys Forest

0%
Current Score
98%
Average Score
  • 98%
    07-20-2019
  • 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?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?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.):

Mario politely answered the phone within a few rings. He immediately said "Thank you for calling The Bluffs at Clary’s Forest. This is Mario speaking. How can I help you?" I stated that I was calling back to check on the current 2 BR availability. He asked for my full name and phone number. Mario jumped right into the questions and asked how soon I was looking to move in. I replied within the next month since my lease would be ending on 8/15/19. He asked the number of occupants and if I had any pets. I said it would be just me alone and no pets. He asked how I had heard of the property to which I responded apartmentguides.com. Mario let me know they had two different properties - The Bluffs at Clary’s Forest and also The Bluffs at Hickory Ridge. But only Hickory Ridge had one 2 BR available to meet my move in date. He stated that it was a middle level for $1,392. He explained that it was currently on special for $1,303, with the first month rent half off, making it $652 for the first month.

He invited me to come in for a tour that same day. I agreed to take a break from work to come over and see. He informed me that he did not have access to show me the actual unit because it was currently being worked on; but welcomed me to come since the leasing office was a 2 BR model. He gave the business hours as Mon – Sat, 10 am – 6 pm and Sun, 11 am – 5 pm and assured me that someone was always in the office. He reiterated they only had a 2 BR available and again invited me in for the tour. He encouraged me to come by 5:15 pm, if I planned to do an application. We agreed on 2:30 pm.

Mario asked if I had the address and/or needed directions. I said that I would use my navigation. He gave me the full address, including spelling and zip code. Before closing the call, Mario encouraged me to give him a call back with any questions. He was very pleasant and seemed genuinely interested in helping me. I was looking forward to visiting the property.

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 property was very easy to locate. There was a very big sign which was visible from the street. There was additional signs inside the property which lead right to the leasing office. The property was well maintained. The parking lot and grounds was free from trash and the landscaping was nice. Upon entering the leasing office, it was very clean, neat and organized. Overall, it was decorated nicely and very welcoming. My first impression of the property was definitely a good one.
  •  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? No0/0
  • 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.)N/A0/0
  •  Total: 20/20
    20
    100

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

Upon walking into the office, I told Mario that I had called about looking at the model. Mario immediately stood up, introduced himself, kindly shook my hand. He looked neat and professional in his uniform polo shirt and khaki pants. He remembered our phone conversation and knew that I was coming from work at Nordstrom. I assumed he saw my work number on the caller ID. He verified my name and proceeded to start from the beginning. Mario walked me in the hall, as he wanted to start the tour at the door.

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?No0/1
  • 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? N/A2/2
  •  Total: 25/26
    25
    96.15

Comments on Qualifying Needs. :

First, he explained the resident controlled access doors and showed me how they worked. He continued to describe other building features including the laundry room, mail boxes, and layout (ground, middle, and top floor). We then walked back to the model where he pointed out the features like wall to wall carpet, galley style kitchen, and breakfast bar. Next, he showed me the living room and dining room, which put us back into the leasing office. He was very descriptive and did his best to help me visualize how the apartment would look with actual furniture. He even made references to how he had his apartment set up, since he lived on the property. We moved to the kitchen and he explained the differences in the kitchen styles as far as the appliances and layout. He even offered to show me pictures of the differences of the other units on the computer. Next, we walked into the bathroom and hallway where he pointed out the features including the medicine cabinet, mirror, and linen closet.

We went to the smaller of the two bedrooms. He showed me the closet space, including the one with the water heater. Throughout the presentation, Mario definitely created a sense of rapport with me. As he talked, he always personalized the presentation by sharing how he set up his own apartment. He also made suggestions on comfortable bed sizes for the space, which was very nice. As we moved to the second bedroom, he showed the seating space, windows, and double wall to wall closet. He again gave organizing suggestions. Mario had an impeccable attention to detail. After the tour, Mario went over the guest card and verified all the information from the phone.

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?No0/2
  • 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.)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?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: 16/19
    16
    84.21

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

Mario gave a very energetic presentation. Because I had mentioned space and walk in closets, Mario always made sure to point out the functionality of the closet space. He also explained that all utilities were included, except electric. He again, gave me a price range of his electric bill. He even gave me the suggestion to call BGE beforehand and ask about the budget billing program as well as the previous tenant usage to get a better understanding of what the bill would be.

We waked back to the laundry room and Mario explained the laundry card process which was serviced through Coin Mat. He took the time to show me how the card worked. Mario made sure I knew how convenient the laundry facility was, especially because it wasn't in the apartment and I had previously stated that as a preference. As we walked back upstairs from the laundry room, Mario explained that the parking, water, garage removal was included in the rent. Mario did not use a site plan to show me exactly where the apartment would be but he did give me the exact address.

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?Yes2/2
  • 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?Yes0/0
  • 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: 30/30
    30
    100

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.):

After the tour was complete, Mario asked me to apply. I let him know that I still had other options to see since and I would be moving to be closer to work. He let me know that the property was only 6-8 minutes from my job at Columbia Mall. He, again, let me know that there was only one 2 BR for my time frame. He also said that someone else had an appointment to see the 2 BR the same day and the next one would not be available until October 12th. He went over everything I need to bring to apply such as ID, pay stubs, and social security number. Also, my current address for rental history. He let me know that applications were only done in the office and the company made it easy and simple.

Mario explained the approval process in great detail. He made sure that I understood it. He went over the entire process and said it would only take about 45 mins. He also let me know that after approval, I would have 3 business days to sign the lease and pay the security deposit. He pulled out my guest card and verified my contact information. Mario also told me that I could reach out to Linwood or Pam in the event he was not at the Clary's Forest office because he worked out of several offices. He wrote down everything we discussed on my guest card so that the other agents could refer to it if needed.

Mario again, told me about the half off first month rent special, making it $652. He asked if the prices were in my range and I said that they were. At that point, he told me the pricing on my guest card would be valid for 48 hours since I was looking at other properties. Toward the end of the closing, we were interrupted by a police officer with an emergency, Mario was professional in the way he handled himself and he talked to the police officer in the hallway. He came back in and politely continued to make sure that I was satisfied with the information I had received thus far. I do think the officer threw him off slightly but it wasn't a big deal at all since we were almost finished anyway. I would most certainly have rented an apartment based on Mario's presentation. It was thorough, personal and very explanatory. He left me nothing to question as far as the apartment. I could tell that he really enjoyed his job as well as living there.

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?No0/0
  • 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.)Yes0/0
  •  Total: 0/0
    0
    NAN

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

Mario was very professional and did not make any discriminatory statements or gestures. I asked Mario about safety and he again let me know that the property had the secured access to get in all the buildings. I did not see any visible Fair Housing signage.

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.:

I did get a follow up call the next day but it was not Mario.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 96%
Total Score: 0%

General Questions