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Report For Tre'Jenea Mack at Woodbridge Commons

Report For Tre'Jenea Mack at Woodbridge Commons

0%
Current Score
43.26%
Average Score
  • 43%
    2-6-2020
  • 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.)No0/3
  • 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?No0/3
  • 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)?N/A3/3
  • 17. Did the Leasing Professional ask your reason for moving?No0/3
  • 18. Did the Leasing Professional suggest you visit the company website?Yes3/3
  • 19. Did the Leasing Professional describe apartment features and/or amenities? (Please explain in the comment box at the end of the section.) Yes3/3
  • 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.)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).No0/5
  •  Total: 36/100
    36
    36

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 3rd ring, Nae answered the phone with the name of the community and she introduced herself as Nae. This is short for Tre'Jenea Mack. I said I was checking on the availability of their apartments and I confirmed her name. I said I was looking for either a one or two bedroom depending upon size and price. She informed me they only have two and three bedrooms. She said at this time they do not have anything available but they will at the end of the month around March 15th. She said the rent will be $1,040 a month. I asked if there was a maximum income and she said there was. She asked how many occupants before quoting me the maximum income. She said I would have to make at least two times the rent. She said it would be ready on March 15th since someone was moving out.

I paused to wait and see if she would invite me in. She did not so I asked if they had a model I could see. She said they do not have models, only the actual units. I asked if she would have anything to show me and she said they would not until March 15th. She said I could look online at their website to see more pictures of the apartments. I invited myself in to pick up an application. She said she could show me the fitness center and the pool. I said I would be there Thursday and confirmed who I would be meeting with. She said she was the Assistant Property Manager. I thought she was pronouncing her name as "May" but she clarified it was "Nae". We agreed on 1:00 PM and we said our goodbyes.

Overall, Nae was not interested in taking my contact information. She was not proactive in the conversation. She did not ask me questions about my apartment search. She did not ask me when I needed to move she only informed me they wouldn't have anything until March 15th. I had to invite myself in to view the community. I had to lead the conversation. At this point I was indifferent to the visit. I didn't feel valued as a future resident.

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?No0/2
  • 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?No0/3
  • 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?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: 11/20
    11
    55

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

The property was easy to find off of Route 40. I walked into the leasing office and called out for someone. I walked into an office where Nae was sitting. I saw a name plate engraved with her full name. I said I had a 1:00 PM appointment with Nae. She asked me to have a seat. She did not stand to greet me nor attempt to shake my hand; However, she had a professional tone of voice.

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?No0/3
  • 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?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). 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.)No0/3
  • 15. Did the Leasing Professional request you to provide your identification before taking you to a vacant apartment? N/A3/3
  •  Total: 12/25
    12
    48

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

Nae didn't seem to have any interest in learning about my apartment search. Several of these questions were on the guest card that I filled out at the end of the onsite visit. Nae didn't ask for my name over the phone nor when I entered the leasing office. She was as passive in person as she was over the phone. She gave me basic information. I had to lead the conversation and ask questions. She didn't seem interested in learning about my needs at all so no rapport was built.

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?Yes1/1
  • 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?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.)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?No0/1
  • 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/A3/3
  • 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: 7/20
    7
    35

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

I walked into the leasing office and called out for someone. I walked into an office where Nae was sitting. I saw a name plate engraved with her full name. I said I had a 1:00 PM appointment with Nae. She asked me to have a seat.

Nae explained they are a tax credit community and asked me if I understood the restrictions. I said I did. She said she would give me the application as well as the requirements.

She confirmed the size apartment I needed and my move date. I asked if there was a waiting list and she said it is first come first serve so no waiting list. She said she would have prospects fill out a guest card and she would then contact the prospects when an apartment comes available. She now told me she would have another apartment available for March 16th.

She handed me the application. I asked if I could fill it out online and she said I could not so I would just bring it back in. She said I could view the apartment at the time that it is ready. She directed me to the floor plans on the website. Nae gave me a guest card to fill out.

After I filled out the guest card, Nae asked me if I had any questions and I asked if they had any crime/break-in problems given the location of the property. She said she was not aware of any complaints from residents. She offered that they have a lot of families with children. I didn’t ask about the types of people living in the community.

Over the phone Nae said she could show me the pool and gym. She never got out of her seat to show me any of the community amenities.

Nae thanked me for coming and we said our goodbyes.

Closing - 30 points possible

  • 1. Did the Leasing Professional invite you back to the leasing office following the tour?N/A1/1
  • 2. Did The Leasing Professional discuss rental rates positively and confidently?No0/1
  • 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?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.)No0/2
  • 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?N/A0/0
  • 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?Yes0/0
  • 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?No0/2
  •  Total: 25/30
    25
    83.33

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.):

Nae gave me an application packet. She said it was first come, first serve so that created a sense of urgency; However, she did not ask when I would be back to turn in the application. She didn't make any strong closing effort to invite me back with the completed application. She did not have any business cards to give me.

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?No0/3
  • 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: 2/5
    2
    40

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:

Nae did not follow up.

Performance Evaluation

Total Phone Score: 36%
On Site Score: 50%
Total Score: 0%

General Questions