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Report For Laureen Ciotola at Park View at Laurel II

Report For Laureen Ciotola at Park View at Laurel II

0%
Current Score
64.65%
Average Score
  • 65%
    2-14-2020
  • 25%50%75%100%

Performance Evaluations

Telephone - 100 points possible

  • 1. 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
  • 2. 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
  • 3. Did the Leasing Professional identify him/herself?Yes3/3
  • 4. Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • 5. Did the Leasing Professional effectively use your name in conversation? (If so, please state in the comment box how many times they used your name in conversation)No0/3
  • 6. Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • 7. Did the Leasing Professional ask for your telephone number? No0/15
  • 8. Did the Leasing Professional ask for your email/physical address?No0/3
  • 9. Did the leasing agent ask for your preferred method of contact?No0/3
  • 10. Did the Leasing Professional ask how you knew about the community?Yes3/3
  • 11. Did the Leasing Consultant determine apartment size?No0/3
  • 12. Did the Leasing Consultant determine move-in date?Yes3/3
  • 13. Did the Leasing Consultant determine number of occupants?Yes3/3
  • 14. Did the Leasing Consultant determine if you had any pets?No0/3
  • 15. Did the Leasing Consultant determine your price range?Yes3/3
  • 16. Did the Leasing Professional determine specific needs (i.e. w/d connections, up/downstairs, fireplace)?No0/3
  • 17. Did the Leasing Professional ask your reason for moving?No0/3
  • 18. Did the Leasing Professional suggest you visit the company website?No0/3
  • 19. Did the Leasing Professional describe apartment features and/or amenities? (Please explain in the comment box at the end of the section.) No0/3
  • 20. Did the Leasing Professional create a sense of urgency?No0/3
  • 21. Did the Leasing Professional extend an invitation for you to visit the community?Yes3/3
  • 22. Did the Leasing Professional try to set a specific appointment? (Please explain in the comment box at the end of the section.)Yes15/15
  • 23. Did the Leasing Professional offer directions to the community?Yes3/3
  • 24. Based on the Leasing Professional's presentation, were you motivated to visit the community? Yes5/5
  • 25. Did you feel valued by by the Leasing Professional? (Please state how you felt in the comment box).Yes5/5
  •  Total: 55/100
    55
    55

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 phone was answered after one ring. The Leasing Consultant answered, saying, "Thanks for parking Parkview Laurel. This is Laureen." I told her that I wanted to get information about an apartment for my father. She asked how soon my father was looking into moving. I told her within 30 days. She said, "We have apartments available for $998 and $942 per month," and asked if that was in my price range. I responded that it was, and Laureen asked if I wanted to come with my father to see the apartment. I told her that my father was not with me and that I could come if there was an available time that day.

I made an appointment with her for later that day. Laureen asked if I knew where the apartment was located, and I asked her to confirm the address. She provided me the address and she asked for my name. She thanked me and said, "See you then." She did not use my name or ask for contact information. She did not ask questions to determine my needs, describe the apartment or suggest looking at the website.

Community information

  • 1. Did you easily locate the community?Yes0/0
  • 2. Were the main community signs clear, visible and in good condition?Yes0/0
  • 3. Were there adequate signs directing you to the community?Yes0/0
  • 4. Was the leasing office easy to find?Yes0/0
  • 5. Were the lawns and landscaping neat and trim, and free of all trash?Yes0/0
  • 6. Was the general appearance of the parking area in good condition and free of trash?Yes0/0
  • 7. Was the leasing office clean, neat, and orderly?Yes0/0
  • 8. Did the leasing office communicate warmth and welcome?Yes0/0
  • 9. Was your first impression of the community and curb appeal a positive one?Yes0/0
  •  Total: 0/0
    0
    NAN

Greeting - 20 points possible

  • 1. Did the Leasing Professional greet you with a smile, or if busy, acknowledge you immediately?Yes2/2
  • 2. Did the Leasing Professional stand to greet you?Yes2/2
  • 3. Did the Leasing Professional shake your hand?Yes0/0
  • 4. Did the Leasing Professional introduce him/herself?No0/2
  • 5. Did the Leasing Professional obtain your name during the visit?Yes2/2
  • 6. Did the Leasing Professional continue to use your name in the conversation?No0/2
  • 7. Did the Leasing Professional ask you to sit down?N/A2/2
  • 8. Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you?Yes3/3
  • 9. Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? Yes2/2
  • 10. Was the Leasing Professional wearing a nametag? No0/1
  • 11. Did the Leasing Professional remember your telephone call?Yes1/1
  • 12. Did the Leasing Professional have previous information on you readily available?Yes1/1
  • 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 section below.) N/A0/0
  •  Total: 15/20
    15
    75

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

The leasing office was easy to find. The interior and the exterior of the leasing office were clean and well maintained. Laureen remembered that I was coming and approached the door when she heard me call on the intercom. She walked over, shook my hand and said, “Hi. How are you?” She did not offer her name. My name was learned but not used in conversation. Laureen was dressed in business casual clothing and she was not wearing a name tag. I was not asked to have a seat but she did ask me to fill out a guest card and I did take a seat to do so.

Indentify Needs - 26 points possible

  • 1. 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.) Yes3/3
  • 2. Did the Leasing Professional determine how you knew about the Community?Yes3/3
  • 3. Did the Leasing Professional identify size of apartment you needed?Yes1/1
  • 4. Did the Leasing Professional identify your move-in date?Yes1/1
  • 5. Did the Leasing Professional identify number of occupants?Yes1/1
  • 6. Did the Leasing Professional identify phone number and/or email address?Yes3/3
  • 7. Did the Leasing Professional identify price range or budget?Yes1/1
  • 8. Did the Leasing Professional identify if you have any pets?Yes1/1
  • 9. Did the Leasing Professional identify where you live now?Yes1/1
  • 10. Did the Leasing Professional ask why you were moving?Yes1/1
  • 11. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes1/1
  • 12. 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
  • 14. 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
  • 15. Did the Leasing Professional request you to provide your identification before taking you to a vacant apartment? Yes3/3

    All of the contact details were filled out on the guest card. I was not asked where my father currently lived. She did ask about the budget over the phone so points given.
  •  Total: 23/25
    23
    92

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

The guest card was filled out before the tour. Laureen confirmed that I was looking for an apartment for my father and wanted to have him moved within 30 days. Laureen mentioned that she would need my picture ID to show me an apartment. She provided me a package with community information, an application, and floor plans.

Laureen asked how I heard about the apartment. She confirmed my last name and took my phone number. She also asked for my father’s name. She asked the reason for my father's move and if he was working. She also asked if he had pets. She went over the package and pointed out the information about the community. Laureen provided the information they would need from my dad and said all the information on the application must be current. Laureen said that they were managed and owned by the same company.

Demonstrating - 19 possible points

  • 1. Did you view a vacant or model? Yes0/0
  • 2. Did the Leasing Professional take a scenic yet convenient route to the vacant?Yes1/1
  • 3. Did the Leasing Professional ask if your move date was flexible?No0/1
  • 4. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes1/1
  • 5. Did the Leasing Professional try to learn more about you throughout the tour?Yes2/2
  • 6. Did the Leasing Professional mention the professional management?Yes1/1
  • 7. Did the Leasing Professional mention 24-hour maintenance services?Yes1/1
  • 8. 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
  • 9. Did the Leasing Professional discuss and/or point out community facilities? (Please explain in the comment box at the end of the section.)Yes2/2
  • 10. Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?Yes1/1
  • 11. Did the Leasing Professional get you actively involved in conversation during the tour?Yes1/1
  • 12. 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
  • 13. Did the Leasing Professional effectively overcome your objection(s)? Please explain in the comment box at the end of the section. Yes2/2
  • 14. Did the Leasing Professional begin asking closing questions early in the presentation? Please explain in the comment box at the end of the section. No0/2
  •  Total: 17/20
    17
    85

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

Laureen started the demonstration be showing me the community room. From there, we viewed the laundry room, computer room, exercise room, and the trash room. She mentioned a monthly bus trip to take tenants out shopping.

Once we arrived at the unit, Laureen started by showing the living area, kitchen, and bathroom. She showed me a pull cord in the bathroom and bedroom but said that they preferred that tenants used 911. I made an objection about the bathtub, and she said that there was another apartment with a shower. She mentioned an automatic sensor that came on when the resident entered the unit. Rapport was not built during the tour since she just stayed focused on providing me information and not learning too much about my father's apartment search and his current situation. I was not asked if the moving date was flexible. Closing questions were not asked at this stage.

Closing - 30 points possible

  • 1. Did the Leasing Professional invite you back to the leasing office following the tour?Yes1/1
  • 2. Did The Leasing Professional discuss rental rates positively and confidently?Yes1/1
  • 3. 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. No0/2
  • 4. Did the Leasing Professional mention current specials?N/A0/0
  • 5. Did the Leasing Professional make you feel welcome at the community? (Please explain in detail in the comment box following this section.)Yes2/2
  • 6. Did the leasing professional attempt any of the following closes? A maximum of 8 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 8 points. If no, then check this box “No” and no points will be earned. Yes8/8
  • 7. Did the Leasing Professional ask you to fill out an application?Yes0/0
  • 8. Did the Leasing Professional ask you question that generated a yes or no answer? Yes0/0
  • 9. Did the Leasing Professional use assumptive phrases (ex: "your apartment", "you'll love living here", etc.?No0/0
  • 10. 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
  • 11. Did the Leasing Professional attempt to schedule another visit to the community?No0/0
  • 12. Did the Leasing Professional provide you with any promotional material (business card, brochure, floor plans, etc.)?Yes2/2
  • 13. Did the Leasing Professional suggest you visit the company website?No0/0
  • 14. Based on the Leasing Professional's presentation, would you have leased an apartment?Yes10/10
  • 15. If unable to meet your needs, did the Leasing Professional refer you to another community?N/A0/2
  • 16. 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
  • 17. Did the Leasing Professional ask permission to keep in touch?No0/2
  •  Total: 24/30
    24
    80

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 we toured we went back into the leasing office. Laureen went over the income requirements. She asked if I wanted to take an application with me and mentioned again that every question needed to be answered. She provided me a brochure of all the Parkview communities in the area, a set of floor plans, the rent prices, and her business card. She did not ask permission to follow up and did not attempt to arrange a return visit.

Fair Housing

  • 1. 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
  • 2. 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?Yes3/3
  • 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.)Yes2/2
  •  Total: 5/5
    5
    100

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

When I asked if the area was safe, Laureen responded, "You can call the police to find out or ask a resident."

I asked what type of people are in the community and Laureen said that is was diverse.

Follow Up - 24 Hours - 15 Possible Points

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?No0/10
  • 2. Did the leasing consultant follow up again within 5 business days?No0/5
  •  Total: 0/15
    0
    0

Comments:

I did not receive a follow-up phone call or email from Laureen.

Performance Evaluation

Total Phone Score: 55%
On Site Score: 73%
Total Score: 0%

General Questions