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Report For Marissa (No last name provided onsite.) at Ranleagh Court

Report For Marissa (No last name provided onsite.) at Ranleagh Court

0%
Current Score
13.95%
Average Score
  • 14%
    2-10-2020
  • 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?No0/3
  • 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?No0/3
  • 11. Did the Leasing Consultant determine apartment size?No0/3
  • 12. Did the Leasing Consultant determine move-in date?No0/3
  • 13. Did the Leasing Consultant determine number of occupants?No0/3
  • 14. Did the Leasing Consultant determine if you had any pets?No0/3
  • 15. Did the Leasing Consultant determine your price range?No0/3
  • 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?No0/3
  • 22. Did the Leasing Professional try to set a specific appointment? (Please explain in the comment box at the end of the section.)No0/15
  • 23. Did the Leasing Professional offer directions to the community?No0/3
  • 24. Based on the Leasing Professional's presentation, were you motivated to visit the community? No0/5
  • 25. Did you feel valued by by the Leasing Professional? (Please state how you felt in the comment box).No0/5
  •  Total: 9/100
    9
    9

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 on the third ring, "Thank you for calling R homes where residents come first. This is Marissa, how may I help you?". I expressed interest in an apartment. She immediately told me the only thing available is the subsidy and I would have to be on the waiting list. I asked to be put on the waiting list and she informed me it was closed. She said they have 3 to 7 year wait for the people on it. She tried to end the call and I then asked to visit, she told me I was more than welcome but they do not have model. I said, “ok, thank you” and she said, “your welcome and goodbye”.

She did not take any of my contact information, size of unit or move in date during the call. Marissa seemed more annoyed that she had to take the call. In her opening she states “where the residents come first…” I guess the prospects do not. She had no interest in helping me find an apartment.

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?No0/0
  • 4. Did the Leasing Professional introduce him/herself?No0/2
  • 5. Did the Leasing Professional obtain your name during the visit?No0/2
  • 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?No0/2
  • 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?No0/1
  • 12. Did the Leasing Professional have previous information on you readily available?No0/1
  • 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.) No0/0
  •  Total: 9/20
    9
    45

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

I was greeted immediately upon entering the door with a hello. I began to ask about the community and was cut off in mid sentence. She informed me the only thing she had available was a subsidy and I would need to already be on the waiting list. She explained the requirement for notice which is 60 days and they have not received any. They have not opened the waiting list because there are a lot of people on the list and its about a 3-7 year wait. I asked for marketing material and she apologized as she had nothing to give me due to company change. She then asked if I had tried any other communities, I responded. She handed me a list of other communities. She was friendly and to the point during our interaction. She did not realize I had to talk to her on the phone earlier. But she led the conversation, I didn't interject that we had previously talked. She was empathetic and nice when she explained her unavailability.

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.) No0/3
  • 2. Did the Leasing Professional determine how you knew about the Community?No0/3
  • 3. Did the Leasing Professional identify size of apartment you needed?No0/1
  • 4. Did the Leasing Professional identify your move-in date?No0/1
  • 5. Did the Leasing Professional identify number of occupants?No0/1
  • 6. Did the Leasing Professional identify phone number and/or email address?No0/3
  • 7. Did the Leasing Professional identify price range or budget?No0/1
  • 8. Did the Leasing Professional identify if you have any pets?No0/1
  • 9. Did the Leasing Professional identify where you live now?No0/1
  • 10. Did the Leasing Professional ask why you were moving?No0/1
  • 11. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?No0/1
  • 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). N/A2/2
  • 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.)No0/3
  • 15. Did the Leasing Professional request you to provide your identification before taking you to a vacant apartment? N/A3/3
  •  Total: 5/25
    5
    20

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

There was no guest card filled out. There were no questions to determine my qualifying needs either. The community had no models or vacant units to show.

Demonstrating - 19 possible points

  • 1. Did you view a vacant or model? No0/0
  • 2. Did the Leasing Professional take a scenic yet convenient route to the vacant?N/A1/1
  • 3. Did the Leasing Professional ask if your move date was flexible?N/A1/1
  • 4. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?No0/1
  • 5. Did the Leasing Professional try to learn more about you throughout the tour?No0/2
  • 6. Did the Leasing Professional mention the professional management?Yes1/1
  • 7. Did the Leasing Professional mention 24-hour maintenance services?N/A1/1
  • 8. Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)No0/2
  • 9. Did the Leasing Professional discuss and/or point out community facilities? (Please explain in the comment box at the end of the section.)No0/2
  • 10. Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?No0/1
  • 11. Did the Leasing Professional get you actively involved in conversation during the tour?N/A1/1
  • 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. N/A0/3
  • 13. Did the Leasing Professional effectively overcome your objection(s)? Please explain in the comment box at the end of the section. N/A0/2
  • 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. N/A0/2
  •  Total: 5/20
    5
    25

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

I was greeted immediately by Marissa upon entering the leasing office with a “hello”. I began to ask about the community and was cut off in mid-sentence. She informed me the only thing she had available was a subsidy and I would need to already be on the waiting list. She explained the requirement for notice which is 60 days and they have not received any. She continued to inform me that they have not opened the waiting list because there are a lot of people on the list and it’s about a 3-7 year wait. I asked for marketing material and she apologized as she had nothing to give me due to a company change. I asked for a business card and she said she did not have one. Again, apologizing. There was no demonstration because the community had no vacant units or a model to show. She never attempted to take time to show me the community amenities within the building.

She then asked if I had tried any other communities, I responded that I had not. She handed me a list of other communities. She said these communities would have market and subsidized rent. She never attempted to take time to ask me any qualifying questions as to what I needed. She said I could call them or look up communities on the website.

She was friendly and to the point during our interaction yet somewhat dismissive since she didn't have anything for me. She apologized several times to inform me they were changing over to Enterprise. She did not realize I had to talk to her on the phone earlier. But she led the conversation, I didn't interject that we had previously talked. She was empathetic and nice when she explained her unavailability.

Closing - 30 points possible

  • 1. Did the Leasing Professional invite you back to the leasing office following the tour?N/A0/1
  • 2. Did The Leasing Professional discuss rental rates positively and confidently?N/A0/1
  • 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. N/A0/2
  • 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.)N/A0/2
  • 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. N/A0/8
  • 7. Did the Leasing Professional ask you to fill out an application?N/A0/0
  • 8. Did the Leasing Professional ask you question that generated a yes or no answer? N/A0/0
  • 9. Did the Leasing Professional use assumptive phrases (ex: "your apartment", "you'll love living here", etc.?N/A0/0
  • 10. Did the Leasing Professional use a closing technique not listed above? (Please specify in the comment box at the end of the section.)N/A0/0
  • 11. Did the Leasing Professional attempt to schedule another visit to the community?N/A0/0
  • 12. Did the Leasing Professional provide you with any promotional material (business card, brochure, floor plans, etc.)?N/A0/2
  • 13. Did the Leasing Professional suggest you visit the company website?N/A0/0
  • 14. Based on the Leasing Professional's presentation, would you have leased an apartment?N/A0/10
  • 15. If unable to meet your needs, did the Leasing Professional refer you to another community?Yes2/2
  • 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: 2/30
    2
    6.67

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.):

There was no closing to evaluate due to the unavailability of a unit. She did not ask for contact information nor did she ask to keep in touch.

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?N/A0/3
  • 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.)N/A0/2
  •  Total: 0/5
    0
    0

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

Due to the short interaction, there was no opportunity to ask fair housing question.

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:

Due to the leasing consultant not asking for contact information, I do not expect any follow ups.

Performance Evaluation

Total Phone Score: 9%
On Site Score: 18%
Total Score: 0%

General Questions