Top

Report For Tracy Jones at Parkview at Randallstown

Report For Tracy Jones at Parkview at Randallstown

0%
Current Score
66.98%
Average Score
  • 67%
    2-11-2020
  • 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)Yes3/3
  • 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?Yes3/3
  • 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?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?Yes3/3
  • 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?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).N/A5/5
  •  Total: 50/100
    50
    50

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 by a female who identified herself and the community. She answered “Parkview Randallstown this is Tracy ". I informed her I was in the market for an apartment. She asked for only my first name and no other contact information. She asked how she could be of assistance, I told her I needed an apartment. She then asked for a move-in date, I provided that to her as well. She told me that she had something available. Then I informed her I was looking for my mother, she confirmed her age for eligibility purpose. She then asked if I would be in the area sometime today and she could show me a unit. All the apartments come with the same layout. I told her I would and set a time to come in. She asked how many would be coming along for the visit, I provided her with that information as well. She told me the current special to create urgency. We then thanked each other and we ended the call.

Although Tracy was friendly and professional throughout our conversation, she was brief. She did not ask about my needs such as what size apartment, price range, or preferences. She did not lead the conversation. She did tell me about the current special. After the conversation, I was indifferent to visiting the community. During the call she did not inquire if I was familiar with the area or offer directions to the community.

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?Yes2/2
  • 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?Yes2/2
  • 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.) No0/0
  •  Total: 17/20
    17
    85

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

I introduced myself as soon as I entered the leasing office. Tracy was at her desk working on her computer. I asked for her and she confirmed who I was as well. She had remembered my name. She smiled as she greeted me and she was professionally dressed as well. She was not wearing a name tag. She offered me a seat at her desk and immediately began to fill out a guest card with the information I provided.

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?No0/1
  • 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). Yes2/2
  • 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
  •  Total: 24/25
    24
    96

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 by Tracy at her desk, it was hand written. She asked for information such as my last name, apartment size, email address, number of occupants, phone number, and the price range for the apartment. I was not asked about special preferences while filling out the guest card. No rapport was created while filling out the guest card, it felt like an information gathering session.

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?Yes1/1
  • 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?No0/1
  • 7. Did the Leasing Professional mention 24-hour maintenance services?No0/1
  • 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. Yes2/2
  •  Total: 18/20
    18
    90

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

Tracy went through the community amenities as well as walk me through a vacant unit. As she talked about the community amenities she also showed the area and explained how its being used. She explained that all units look the same. She talked about the heat lamp in the bathroom, dishwasher, frost free fridge, closets, and garbage disposal. After demonstrating the vacant model, she did ask if it would be a place that appeals to my mother. She did not discuss the neighborhood facilities, the management company or 24 hour maintenance.

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. Yes2/2
  • 4. Did the Leasing Professional mention current specials?Yes0/0
  • 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/A2/2
  • 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?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.):

We were back at her desk after the tour. She closed by talking about the price of the unit changing and the current special will end sometime in March. She explained the application process and fees associated with the process. I was also provided with an application and a brochure to take home with me. She asked to keep in touch and told me she would contact me to see where I was in the process. It was friendly exchange at the end of the tour.

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?", did the Leasing Professional respond properly? (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).:

She explained that the area was safe and didn't mention anything beyond that. She explained that it was secured entrance and the side doors only opens from the inside.

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 get a follow up.

Performance Evaluation

Total Phone Score: 50%
On Site Score: 82%
Total Score: 0%

General Questions