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Report For Veronica (Ronnie) Wildermuth at Estates at Stuart

Report For Veronica (Ronnie) Wildermuth at Estates at Stuart

0%
Current Score
88.56%
Average Score
  • 89%
    12-11-2020
  • 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)Yes3/3
  • 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?Yes3/3
  •  Total: 28/28
    28
    100

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?:

There were three attempts to reach Renee Friday, leasing agent, at 772-284-5271. The three attempts were on 12/11/2020 at respectively at 8:07 AM, 10:13 AM, and 10:22 AM.
No message was left and Renee never returned the phone call. A text message was sent to her requesting a phone call but she did not respond.

I then was instructed to dial the leasing office phone number at (772) 286-5533. Ronnie immediately answered with the name of the community and she stated her name. Ronnie did a fantastic job with the phone call. She gathered all the required contact details, told me a few points about the neighborhood and how to find the community and then set a solid appointment with a definite date and time to meet. A small area of improvement would be to ask more questions about my motivation for moving.

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?Yes3/3
  • 13. Did the Leasing Professional determine your price range?No0/3
  • 14. Did the Leasing Professional determine specific preferences (i.e. w/d connections, up/downstairs, fireplace)?No0/3
  • 15. Did the Leasing Professional ask your reason for moving?No0/3
  •  Total: 12/21
    12
    57.14

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

Unfortunately Ronnie did not ask me about my budget or price range. She did not ask me any questions about any specific preferences I was looking for in my new apartment home and we did not discuss the reason I was moving to the area.

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?").N/A5/5
  • 17. Did the Leasing Professional review the apartment features and benefits (fireplace, washer/dryer, storage, etc.).Yes4/4
  • 18. Did the Leasing Professional describe community features, benefits, and/or amenities?Yes4/4
  • 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?Yes3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 22/22
    22
    100

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

Ronnie did ask some questions pertaining to the number of occupants and if I had any pets. Urgency was created since she strongly gave me the impression that inventory was limited.

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? N/A4/4
  • 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: 12/12
    12
    100

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

I did not receive an email because I declined to give her an email address. No virtual tour was sent over email and so no telephone close was attempted.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes13/13
  • 26. Did the Leasing Professional ask for your email?Yes4/4
  •  Total: 17/17
    17
    100

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

I declined to give her 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.):

As I walked into the leasing office, Ronnie stood to greet me in a very friendly, upbeat manner as if she was waiting for me. I had my own mask and so I did not require any protective equipment. She told me what would be coming available in February then she began telling me about the application fee and security deposit. She explained everything I would need to apply.

Ronnie explained that she could use her computer to show me virtually what she had available in apartments. She told me she had nothing to show me that day but she had told me over the phone she could show me the amenities and any virtual tours from the computer.

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.)?No0/4
  •  Total: 8/12
    8
    66.67

Comments on the Identifying Needs :

Ronnie did not discuss any specific needs that I might have regarding the apartment.

Onsite Demonstrating

  • 1. Did the Leasing Professional walk you through a model or a vacant at a steady and desirable pace?N/A4/4
  • 2. Did the Leasing Professional try to learn more about you throughout the tour by actively involving you in conversation?No0/4
  • 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. N/A1/1
  • 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. N/A4/4
  • 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. No0/2
  • 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?N/A3/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 30/36
    30
    83.33

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

Ronnie did a thorough job walking me through the apartment by using the virtual floor plans online. She made me feel like we were actually walking through the apartment and she gave me a great visual. She then took me to see the community amenities. As we walked she described how they were remodeling and she described what the new remodel what look like. We went to the courtyard. We saw the gym and pool area. She said they have resident events while maintaining CDC guidelines. She continued to tell me what the renovations would look like. She pointed out the volley ball and tennis court.

Ronnie stayed focused on providing all the information I would need to make an informed decision. She did not ask me any probing questions about my preferences, what was motivating me to move, or anything else about my apartment search; However, she was so thorough with her demonstration that she did hit on my preferences without knowing it. She did ask me what area I was coming from. She explained the local area attractions. She gave me a brochure with an application and business card as we were wrapping up the tour.

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. Yes9/9
  • 2. Did the Leasing Professional mention current specials?No0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?N/A0/0
  • 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.)No0/0
  • 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?No0/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?N/A2/2
  •  Total: 23/27
    23
    85.19

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.):

Ronnie was so pleasant and knowledgeable but she did not ask any questions to uncover any specific needs I may have had for apartment search. She did not ask me to complete an application. At no time did I feel like I would miss out if I did not apply right then and there. She created a sense of urgency when she expressed that the apartment homes were first come first serve but without knowing the reason for my move or whether or not the apartment really met my needs, I did not feel enticed to rent. The community's curb appeal was very attractive however, which added a lot of value to my tour.

Ronnie told me to call her if I had any questions. She made no mention of following up with me as the call ended but I did tell her I would be back in touch with her.

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).:

Ronnie did not discourage me from leasing an apartment.

Follow Up

  • 1. Did you receive a follow-up phone call within 24 - 48 hours of your visit?Yes8/8
  • 2. Did you receive a follow-up email within 24 - 48 hours of your visit?N/A2/2
  •  Total: 10/10
    10
    100

Comments:

I did get a follow-up phone call. Since I did not leave my email address there was no way she would have been able to send me an email.

Performance Evaluation

Total Phone Score: 91%
On Site Score: 86%
Total Score: 0%

General Questions