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Report For Rachel Swietlik at One Water

Report For Rachel Swietlik at One Water

0%
Current Score
87.06%
Average Score
  • 82%
    7-28-2020
  • 93%
    10-30-2020
  • 25%50%75%100%

Performance Evaluations

Telephone Greeting

  • 1. Were you able to reach a 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.Yes5/5
  • 2. If you had to leave a voice message was your call returned within 2 hours? If no, please tell us in the comment box how many times you called and did not receive a live person and/or how many times you left a message. Please let us know if you received a call back at all?N/A5/5
  • 3. 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
  • 4. Did the Leasing Professional identify him/herself?Yes3/3
  • 5. Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • 6. 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
  • 7. Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • 8. Did the Leasing Professional ask how you knew about the community?N/A3/3
  •  Total: 25/28
    25
    89.29

Telephone Greeting Comments (Please provide the Telephone Greeting in the comment box below. Explain all your "No" or "NA" answers.) How many rings before the Leasing Professional picked up?:

After the 1st ring... Rachel answered with the name of the management company and she stated her name. I told her I was calling to check on availability of their apartments. She asked me what building would I be interested in seeing and I told her One Water. She asked me when I was looking to move and what size I needed.

Telephone Identifying Needs

  • 9. Did the Leasing Professional determine apartment size?Yes3/3
  • 10. Did the Leasing Professional determine move-in date?Yes3/3
  • 11. Did the Leasing Professional determine number of occupants?Yes3/3
  • 12. Did the Leasing Professional determine if you had any pets?No0/3
  • 13. Did the Leasing Professional determine your price range?Yes3/3
  • 14. Did the Leasing Professional determine specific preferences (i.e. w/d connections, up/downstairs, fireplace)?Yes3/3
  • 15. Did the Leasing Professional ask your reason for moving?Yes3/3
  •  Total: 18/21
    18
    85.71

Telephone Qualifying Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Rachel did ask most of the identifying needs. Had she asked me my floor preference and why I wanted to be on the bottom floor she would have learned I had a dog and wanted to have easy access to outside.

Telephone Demonstration

  • 16. Did the Leasing Professional ask open ended questions to identify your specific needs and wants in a new home? (i.e. "What are you looking for in a new home?" or "Describe your ideal apartment home?").Yes5/5
  • 17. Did the Leasing Professional review the apartment features and benefits (fireplace, washer/dryer, storage, etc.).No0/4
  • 18. Did the Leasing Professional describe community features, benefits, and/or amenities?No0/4
  • 19. Did the Leasing Professional create a sense of urgency?Yes2/2
  • 20. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?No0/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 11/22
    11
    50

Telephone Demonstration Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

I told Rachel that this community "caught my eye" but she did not ask what specifically I like about it. She began asking me questions such as "if I currently lived in the city?" She could have continued with open-ended questions to learn about what specifically I was seeking. She only said the building was beautiful and she did not go into describing any apartment or community amenities to really peak my interest even more.

Phone narrative: After the 1st ring... Rachel answered with the name of the management company and she stated her name. I told her I was calling to check on availability of their apartments. She asked me what building would I be interested in seeing and I told her One Water. She asked me when I was looking to move and what size I needed. I told her August. She said, “her lowest” one- bedroom priced apartment was $1,820 and they are doing one month free on a 13-month lease with a $500 move-in credit. I asked what the square footage would be and she said 588 and asked if it was for me. I told her it was and she asked if I lived in the city now. I told her I was relocating to Philly from DC for work. I said I was looking at a lot of places and this one caught my eye. She said it was a beautiful and she asked me what was my budget. I told her I wanted to stay under $2k. She gave me another option on the 12th floor. I said I didn’t want to be up that high. She said normally that is the opposite of what someone says; Although, she didn’t ask me why I wanted to stay on a lower floor.

Rachel invited in for a tour. We agreed on Tuesday, July 28th at 12:30 PM. She asked me for my first name then my phone number. She reminded me that this was her cell number and call or text her if anything changed. The call ended.

Telephone Close

  • 22. Did the Leasing Professional attempt to schedule a specific time for a onsite tour? If a onsite tour was not scheduled then only fill out the telephone portion of this shop report.Yes3/3
  • 23. After you scheduled an onsite tour did a Leasing Professional follow-up with you within the same business day with an email confirming the appointment? No0/4
  • 24. If the Leasing Professional did not recommend or offer a virtual tour did they attempt to close in another way. (Please explain in the comment box below how the Leasing Professional attempted to close in another way.) N/A5/5
  •  Total: 8/12
    8
    66.67

Telephone Closing Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Rachel invited me in for a tour and we set a specific time and day. She did not follow up with an email or text message to confirm our appointment. She did not have my email address.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes13/13
  • 26. Did the Leasing Professional ask for your email?No0/4
  •  Total: 13/17
    13
    76.47

Telephone Follow-Up Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Rachel asked for my phone number but not my email address.

Onsite Greeting

  • 2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?Yes10/10
  • 3. Was the Leasing Professional prepared for your visit based on the information gathered from you during the phone call?Yes5/5
  • 4. Did leasing consultant practice social distancing?Yes1/1
  • 5. Was personal protective equipment offered to you as the prospect?No0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

I entered the leasing office and I was greeted by a friendly attendant at the door. I stated I had an appointment with Rachel and I was asked to have a seat and she would be right with me. The attendant gave me a guest card to fill out and told me to give it to Rachel. I waited about 10 minutes for Rachel. There was also a mother and daughter pair waiting to take a tour. As I walked around the common areas everyone that I encountered seemed to be practicing social distancing. I used the bathroom. The bathroom appeared clean and in working order.

Onsite Identifying Needs

  • 1. Did the Leasing Professional confirm size of apartment you needed?Yes1/1
  • 2. Did the Leasing Professional confirm your move-in date?Yes1/1
  • 3. Did the Leasing Professional confirm number of occupants?Yes1/1
  • 4. Did the Leasing Professional confirm price range or budget?Yes1/1
  • 5. Did the Leasing Professional confirm if you have any pets?Yes1/1
  • 6. Did the Leasing Professional discuss the floor plans creatively describing features and benefits of the apartment?Yes3/3
  • 7. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes4/4
  •  Total: 12/12
    12
    100

Comments on the Identifying Needs :

Rachel met us in the common area. She addressed both parties and began the tour. Rachel guided us at an even pace, it was obvious she had been doing this for awhile. Most of the questions under Identifying Needs were either filled out on the guest card or we discussed as the tour ensued.

Onsite Demonstrating

  • 1. Did the Leasing Professional walk you through a model or a vacant at a steady and desirable pace?Yes4/4
  • 2. Did the Leasing Professional try to learn more about you throughout the tour by actively involving you in conversation?Yes4/4
  • 3. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes5/5
  • 4. Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)Yes4/4
  • 5. Did the Leasing Professional discuss features and benefits of the community amenities? (Please explain in the comment box at the end of the section.)Yes4/4
  • 6. 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. Yes1/1
  • 7. Did the Leasing Professional effectively overcome your objection(s)? What was your objection and how did the Leasing Specialist respond? Please explain in the comment box at the end of the section. Yes4/4
  • 8. 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
  • 9. Did the Leasing Professional appear knowledgeable about the community?Yes2/2
  • 10. Did the Leasing Professional point out advantages you stated were important to you?Yes3/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 36/36
    36
    100

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

Once again, the presentation flowed at an even pace. Rachel pointed out the community room and gym and we walked to the elevator. Rachel was very upbeat and it was obvious she enjoyed her job. We were shown two vacants. One on a higher floor with a great view of the water and one on a lower floor with a city view. Both parties liked the water view better. As we stood in each vacant Rachel let us look around as she clearly pointed out each area of the apartment and highlighted the features. She guided us to the roof top deck which was a huge selling point.

Rachel was very easy to interact with and both parties shared in a group discussion about our current living situations.

Onsite Closing

  • 1. Did the Leasing Professional create a "strong" sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. Yes7/7
  • 2. Did the Leasing Professional mention current specials?Yes0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?Yes0/0
  • 4. Based on the Leasing Professional's presentation, would you have leased an apartment?Yes8/8
  • 5. 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.)Yes2/2
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?Yes4/4
  • 7. Did the Leasing Professional attempt to close on you more than once?Yes4/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?No0/2
  •  Total: 25/27
    25
    92.59

Closing Comments (Please explain all the details of how the Leasing Professional attempted to close you at the end of the onsite visit. Also, explain your reason for not leasing that same day.):

Rachel had an ease about her with giving group tours and she was able to have discussions with both parties as we walked along in tour. It began to get competitive when each party thought there was just one upper level water view apartment left so we began to narrow down how quickly we could move into it. This gave a sense of urgency. She reviewed the pricing of the different floor plans. Rachel reviewed the application process as we headed back toward the lobby and told us we could start the application process online. We were not given any brochures but we were given her business card. Rachel asked many open ended questions to add value to the location. She asked me several questions about where I worked and my transportation. She also offered other locations that she managed to meet my needs.

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
  •  Total: 0/0
    0
    NAN

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

Rachel did nothing to discourage me from leasing.

Follow Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?No0/10
  •  Total: 0/10
    0
    0

Comments:

Rachel asked me to call her if I had any questions. She never mentioned she would follow up with me and I did not receive a call, text, or email.

Performance Evaluation

Total Phone Score: 75%
On Site Score: 88%
Total Score: 0%

General Questions