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Report For Morgan Banks at Fellowship Court Apartments

Report For Morgan Banks at Fellowship Court Apartments

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

Performance Evaluations

Phone

  • Was the telephone answered promptly?Yes1/1
  • Did the leasing consultant answer by identifying him/herself and the community?Yes1/1
  • Was their voice pleasant and professional?Yes1/1
  • Did the leasing consultant ask for your name?Yes1/1
  • Did the leasing consultant use your name throughout the conversation?No0/1
  • Did the leasing consultant ask you how you heard about the community?No0/1
  • Did the leasing consultant request your phone number?Yes4/4
  • Did the leasing consultant ask your desired move in date?Yes1/1
  • Did the leasing consultant ask for the number of occupants?No0/1
  • Did the leasing consultant ask If you were looking for any special features or had any specific preferences in mind?Yes1/1
  • Did the leasing consultant ask if you needed directions to the community?No0/1
  • Did the leasing consultant ask what size apartment you were looking for?Yes1/1
  • Did the leasing consultant ask If you had a specific price range?N/A1/1
  • Did the leasing consultant ask If you had any pets? No0/1
  • Did the Leasing Consultant describe the apartment features?No0/1
  • Did the Leasing Consultant describe the community amenities or local area conveniences?No0/1
  • Was a specific apartment described that met your needs?Yes1/1
  • Were the apartment features described before a price was given?Yes1/1
  • Did the Leasing Consultant create a sense of urgency?Yes1/1
  • Did the Leasing Consultant attempt to set an appointment with you?No0/5
  • Did the Leasing Consultant leave a positive impression about him/herself and the community?No0/1
  • As a result of the conversation were you looking forward to visiting the community?Yes1/1
  •  Total: 16/29
    16
    55.17

Please describe the Leasing Consultant's telephone presentation including greeting (state the exact greeting), prices, features, amenities, and how they persuaded you to visit the community (Please write the phone narrative from beginning to the end of the conversation): :

Morgan answered the phone after the second ring with "Thank you for calling Fellowship Court Apartments this is Morgan speaking, how can I help you?". I said I was looking for an apartment, she asked me when I wanted to move and what size apartment I wanted. Then she asked if I had to have a washer and dryer and if I wanted one or two bathrooms. Then she asked for my floor I preference. I told her I was flexible with the number of baths and the washer and dryer; I'd have to know pricing first and see them. She reiterated my move date. She told me an apartment was available now and the price and floor it was on and one in January maybe with or without a washer/dryer and the price of that one, both on third floor. She gave me the price of $1,499 and $1,434. Then she said there was another on the 3rd floor in January that was $1,569. There was a lull in the conversation, I told her I couldn't decide right now.

She asked my name and phone number. She asked how I wanted to be contacted, text or email. I gave her my email address. She told me she could keep me updated and I could call her back so she could assign me an apartment. She said she would send me an application; I could fill it out when I was ready and could wait for an available apartment. I would already be approved.

There was no mention of fees or deposits. She did not ask if I wanted to visit so I asked if they have a model. She said they show vacant apartments and that she would be there on Saturday if I wanted to visit and she could show me the available apartment. I asked if I could visit today, Friday at 1:30. She said she was there today, but she didn’t seem happy that I wanted to visit that same day. She confirmed that I wanted to see a two bedroom. I asked her for her name again and we said our goodbyes.

Overall, Morgan focused on trying to get me to fill out an application before I visited the community.

Site Observation

  • Was the community easy to locate?Yes0/0
  • Were the community signs quickly visible?Yes0/0
  • Were there enough directional signs to easily find the leasing office?Yes0/0
  • Were the signs in good repair and attractive?Yes0/0
  • Did you find the property trash fee and neat?Yes0/0
  • Was the landscaping attractive?Yes0/0
  • Was there any trash of furniture around the dumpsters?No0/0
  • Was the leasing office neat and inviting?Yes0/0
  • Was the leasing office neat and inviting?Yes0/0
  • Were refreshments made available?No0/0
  • Were building entries clean and free of clutter?Yes0/0
  • Did you notice any siding/trim, etc. which needed painting and repair?No0/0
  • Were laundry rooms neat and clean? Yes0/0
  • Were common areas pool/playground etc. well maintained?N/A0/0
  • Was your overall impression a positive one?Yes0/0
  •  Total: 0/0
    0
    NAN

Please explain your answers, if necessary, to the questions related to the site observation: :

The property was easy to find and looked in good condition. The laundry/storage areas were also clean and well taken care of.

Greeting

  • Did the Leasing Consultant stand up to greet you with a smile and a handshake OR, if the Leasing Consultant was busy with someone else, did he/she acknowledge your presence and ask you to make yourself comfortable?Yes1/1
  • Was the Leasing Consultant dressed professionally?Yes0/0
  • Did the Leasing Consultant introduce him/herself to you?Yes1/1
  • Did the Leasing Consultant have a partially completed guest card available, fill one out to you, or invite you to fill one out?Yes1/1
  • Did the Leasing Consultant seem genuinely interested in helping you?Yes1/1
  •  Total: 4/4
    4
    100

Please describe how the Leasing Consultant interacted with you when you first arrived on-site? :

When I walked in Morgan was standing up and asked if I was Suzanne, She asked me to have a seat and said she would be right back. I think she was getting keys. She asked for my ID and told me we would be going to the building next door, so we walked there. I was in the office about 3-4 minutes. She remembered the call.

Qualifying

  • Did the Leasing Consultant ask or confirm how you heard about the community?No0/1
  • Did the Leasing Consultant ask or confirm your move-in date?Yes1/1
  • Did the Leasing Consultant ask or confirm number of occupants?No0/1
  • Did the Leasing Consultant ask or confirm special or specific features?No0/1
  • Did the Leasing Consultant ask or confirm your phone number?Yes1/1
  • Did the Leasing Consultant ask or confirm the size apartment you needed?Yes1/1
  • Did the Leasing Consultant ask or confirm your current address?Yes1/1
  • Did the Leasing Consultant ask or confirm why you are moving? No0/1
  •  Total: 4/8
    4
    50

Please describe the process used by the Leasing Consultant to uncover your needs by qualifying during the on-site presentation::

Although Morgan asked me on the phone if I wanted a washer and dryer in the apartment she did not ask again if it was important. Morgan did ask me on the way back to the office why I would need an extra bedroom as I had said the two bedroom may be a bit pricey and I asked for the price of the one bedrooms. She did ask where I was living now, but did not ask me why I was moving or how many people were moving with me nor if I was bringing a pet.

Demonstration

  • Did you see a MODEL or a VACANT?Yes0/0
  • Was a convenient route taken to the vacant/model apartment? Yes2/2
  • Did the Leasing Consultant attempt to find out more about you while you walked to the vacant/model, during the presentation, or while reviewing floor plans?Yes2/2
  • Did the Leasing Consultant speak of the benefits concerning the Management Company?No0/2
  • Did the Leasing Consultant mention maintenance and their quick response?No0/2
  • Did he/she discuss or point out the amenities and facilities on the property or any area conveniences?Yes2/2
  • Were benefits or features in the apartment pointed out or discussed with you?Yes2/2
  • Was the presentation personalized by talking about your furniture/belongings and how they would fit in the apartment?Yes2/2
  • Did the Leasing Consultant spend enough time with you throughout the demonstration?Yes2/2
  • Were your objections overcome?Yes2/2
  • Was the vacant/model comfortable (lighting, temperature, clean)?Yes2/2
  •  Total: 16/20
    16
    80

Onsite Narrative (Please provide a detailed narrative of your visit and be specific. This is mandatory.):

As we entered the vacant, Morgan gave me the square footage of the apartment as I had mentioned it was spacious. She discussed the differences in other apartments depending on the upgrades and she explained the newer ones would be more expensive. She pointed out the closets and bathrooms. She mentioned that some apartments have wood flooring and some do not. She said the one in January is still in question as far as washer, dryer and flooring, although she did give me the price. Morgan also described how the apartments can differ as far as kitchen areas and wall placements.

When I said I thought it was a bit pricey Morgan said that as you go north of this neighborhood, the apartments get more and more expensive, but she did not offer a one bedroom to me, which are considerably less even with washers/dryers in the unit.

We went to the first floor and she showed me the laundry and storage areas. Also, she showed me a one bedroom on that floor with a washer and dryer in it. This apartment was available to lease.

Closing

  • Did the Leasing Consultant invite you back to the office?Yes1/1
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process?Yes10/10
  • Did the Leasing Consultant confirm your move in date?Yes2/2
  • Did the Leasing Consultant mention any specials or incentives that were currently being offered?N/A3/3
  • Did the Leasing Consultant create a sense of urgency?Yes2/2
  • Did the Leasing Consultant ask you why you were not interested in renting today? No0/2
  • If you stated that you had other places to see, were you asked where else you wanted to look before making a decision?No0/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?N/A1/1
  • Were you given a brochure?Yes1/1
  • Were you give an application? Yes1/1
  • Did you feel that the leasing consultant was giving the sale his/her best effort?Yes2/2
  • Did the Leasing Consultant attempt to overcome your objections in regards to why you are not ready to lease today and close again?Yes4/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?Yes5/5
  •  Total: 32/35
    32
    91.43

Please briefly describe the Leasing Consultant's closing skills and techniques used ( This is a mandatory field. Be as specific as possible).:

We went back to the office after the tour and Morgan wrote down pricing and gave my ID back. I suppose there are no specials at this time as none were mentioned. Morgan did tell me of not only two bedrooms available but one bedrooms also and when, though she did not seem to make it sound as though it were urgent to lease right away. She said she would send me an email invitation to apply as we sat in the office. She did not mention any neighboring properties. There was no mention of security deposits, senior discounts or application fees. She gave me a folder with her business card, floor plans with prices on the back of the referral page, and a sheet with "50 Reasons to Move to Fellowship".

Fair Housing/ Crime Supplement

  • Did the Leasing Consultant respond properly when you asked "What type of security do you have?" or "Is it safe here?"Yes0/0
  • Did the Leasing Consultant respond properly when you asked "What type of people live here?" Yes0/0
  • Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?No0/0
  •  Total: 0/0
    0
    NAN

Explain the Leasing Consultant's response to "What type of security do you have?" or "Is it safe here?" and "What type of people live here?" :

When I asked Morgan how the security was in the area she told me they have a security patrol company and there are hospitals in the area also. She said she always feels safe.

When I asked what type of people live there she said there are long term residents, students from Towson University. and also working class residents.

Performance Evaluation

Total Phone Score: 55%
On Site Score: 84%
Total Score: 0%

General Questions