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Report For Sydney Johnson at Ellipse At FairFax Corner Apartments

Report For Sydney Johnson at Ellipse At FairFax Corner Apartments

0%
Current Score
76.28%
Average Score
  • 76%
    12-13-2019
  • 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.Yes0/0
  • 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.)N/A3/3
  • 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?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?No0/5
  • 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?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?No0/3
  • Based on the Leasing Professional's presentation, were you motivated to visit the community? No0/5
  • Did you feel valued by by the Leasing Professional? (Please state how you felt in the comment box).N/A5/5
  •  Total: 76/100
    76
    76

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 fourth ring…. Sydney answered with the name of the community and she introduced herself. I told her I was calling about the availability of their apartments. She asked immediately if I was seeking a one- or two-bedroom apartment. I told her it would depend upon size and price. She asked me if I had a price range that I wanted to stay within. I told her about $1,500. She asked me if I had a floor preference. I asked if they had walk-outs. She said they did have walk-outs. She told me they only a one bedroom available for $1,530 with 731 square feet and on the ground floor. She told me of a two- bedroom for $1,620 on the ground floor with 1,068 square feet. I commented it wasn’t much of a difference in price but she didn’t explain why.

I paused to see if she would invite me in for a tour. She asked how soon I needed to move. I told her the first or second week in January. She invited me in for a tour. We agreed on the upcoming Friday at 11:45 AM. She asked for my first and last name (Tina Shilden) then my phone number (301-245-1018). She also took my email address of tinazeel@yahoo.com.

She told me she would send me the appointment conversation and a price quote. She used my name in conversation once. Lastly, she mentioned the Free Month Promotion and she would tell me more when I arrived. I confirmed her name. She repeated her name.

She thanked me for calling and we said our goodbyes. The call lasted for 5:18 minutes.

Overall, Sydney was professional and friendly but not so inviting. I didn’t feel a lot of enthusiasm on this call so I wasn't overly excited to visit the property. I felt Sydney was just going through the motions of her job.

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

Site Observation (Please provide a narrative in the comment box below.) :

When I pulled into the parking lot there was ample parking in front of the leasing office. The exterior of the community seemed to be well maintained. I did not observe any trash or debris on the lawn or parking lot. As I entered the Leasing Center. The community room was very appealing and inviting. It had the feel of an upscale community and a place I would call home.

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?No0/2
  • 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?N/A5/5
  • 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.)Yes0/0
  •  Total: 18/20
    18
    90

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

I entered the leasing office. A gentleman greeted me and ask if I was “Mrs. Tina”. I said, “that’s me”. He only knew my name because I had just called before my arrival and relayed a message to Sydney that I would be a few minutes early. I said I had an appointment with Sydney. She was in the back desk. She stood up to greet me and shook my hand. She invited me to have a seat.
As I waited for her to gather the keys, I overheard Josh making his follow up call backs.

My first impression in person was the same as on the phone. Sydney was not overly enthusiastic and that may have been just her personality.

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?No0/2
  • 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?No0/1
  • 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?No0/1
  • Did the Leasing Professional identify where you live now?No0/1
  • Did the Leasing Professional ask why you were moving?No0/2
  • 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). No0/2
  • 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: 17/26
    17
    65.38

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

After the Greeting I had a seat at Sydney's desk. She immediately asked if I had a floor preference and we had discussed that at length over the phone so I was disheartened that she did not have my information ready to review what I had already told her. She was quick to gather the brochure information and she provided me three floor plan/price quote options along with a community map to demonstrate location. Two were one- bedroom options and the third was a two- bedroom option. She reviewed each option and explained what features and amenities were in each. She told me the location of each. One was near the play ground as she explained but she never asked me how many occupants.

As I waited for her to gather the keys, I overheard Josh making his follow up call backs. Sydney did ask me for my ID and she placed it in her desk draw.

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?N/A1/1
  • 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. No0/3
  • 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: 15/19
    15
    78.95

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

Sydney showed me the community amenities as we started our tour. She explained they just had a Gift Wrapping Social. She did say I could rent out the community room for an event and she gave me the cost. She showed me the business center and gym and told me the hours of operation. We walked through the gym and she pointed out how sizable it was. It was very sizable compared to other communities I had seen. She asked me when I was looking to move and I told her the 2nd week in January. She told me if I applied by this weekend, I would be eligible for their free month special.

We walked across the street to the building where the she would show me the vacant. We walked fast since it was raining hard.

We walked into the one bedroom vacant on the bottom floor. She told me to be careful of the step at the entrance. It was dark and easy to trip over. The vacant was cold. As we walked through the vacant, she explained how the free month would work. She told me maintenance was not finished cleaning up the vacant we were in so it didn’t show well. It was cold and damp and I could not get a feel for the living space. Sydney told me to look at the patio off the bedroom. She explained I could put a gate up for more privacy as other residence had done. I observed there was no bar in the sliding glass doors for more protection. I told her my previous apartment was broken into through the sliding glass doors so I was concerned. She informed me that this immediate area was very quiet and she pointed out there was a government center close by. She said that in this area nothing alarming has happened. She said a lot of school teachers and government workers live in the complex. I asked if a lot of kids lived in the community and she said, “no”. But then she caught herself and said, “kids today stay in the house, so it is hard to say.”

As we walked into each room, she pointed out that the tub needed to be re-glazed, and the mirror needed to be replaced. I also pointed out that the paint on the base boards was chipped all around the apartment and it wasn’t very appealing to see. She assured me that it would all be replaced. She said, “the manager” is very particular about the walk through and making sure everything is kept to a high standard.

She did let me know that this renovation style was from the other management company so it was older. Sydney described what their new renovation style looked like. She did offer me apartment options for a more recent renovation but she didn’t have anything on the bottom floor that I preferred.

I had to ask about the model. She wasn’t going to show me the model since it was a two- bedroom but she didn’t consider that I might decide to go bigger. I had to ask twice to see the model. Despite the size, the model is the selling point. As we entered the model across the hall. The room temperature was warm which gave it a home- like feel on a cold and rainy day. Quite the opposite from the vacant just a few feet away in the same building. The model was nicely decorated but simple in style. Sydney let me walk through each area. She did describe what the newer renovations would be like with the grey cabinets and the different style counter top compared to what I was viewing in the model.

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? If two of the next four questions were answered with a “Yes” in this box for a maximum of 10 points earned. 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?N/A0/0
  • 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.):

Sydney invited me back to the office and she showed me pictures of the the new upgrades that they were currently doing. The biggest difference was in the kitchen amenities. She gave me back my license. Again, she reminded me if I apply by the weekend, I would get the Free Month on a 13-month lease. She wrote some notes on each of the three Price Quote sheet. She noted which floor plan we toured and the floor plan that was a new renovate. She wrote the special down and explained what fees would be waived if I applied that same day.

She gave me her business card and she confirmed by email address at tinazeel@yahoo.com. She said I could email her any questions I may have. Josh also bid me a “good day” as I left.

Overall, Sydney did a very thorough job reviewing all of the Price Quotes and explaining the difference in each. She was very thorough with the demonstration; although, I didn’t get a great impression of the vacant. I couldn’t see myself living there from the vacant I viewed even though she assured me those items both her and I pointed out would be corrected. It left a negative first impression on me.

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?No0/3
  • When you asked, "What kind of security do you have?" or "Is this a safe area?", Did the Leasing Professional respond properly? (Please answer in the comment box at the end of the section.)No0/2
  •  Total: 0/5
    0
    0

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

I told Sydney my previous apartment was broken into through the sliding glass doors so I was concerned. She informed me that this immediate area was very quiet and she pointed out there was a government center close by. She said that in this area nothing alarming has happened. She said a lot of school teachers and government workers live in the complex. I asked if a lot of kids lived in the community and she said, “no”. But then she caught herself and said, “kids today stay in the house, so it is hard to say.”

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?Yes10/10
  • Did the leasing consultant follow up again within 3 business days?No0/5
  •  Total: 10/15
    10
    66.67

Comments:

Sydney followed up with an email the same day as my visit.

Performance Evaluation

Total Phone Score: 76%
On Site Score: 77%
Total Score: 0%

General Questions