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Report For Suzy Baxter at Nissen Building

Report For Suzy Baxter at Nissen Building

0%
Current Score
94.53%
Average Score
  • 95%
    12-3-2020
  • 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.N/A5/5
  • 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?:

I called on 12/3/20 at 10:36 am and it went to voice mail. I tried again at 11:28 am and Suzy answered the phone. I did not leave a voicemail the 1st time I called.

Suzy answered the phone, "thank you for calling the Nissen Building this is Suzy, How may I help you?" She used my name at the beginning of the conversation and at the end. She asked was looking for anything in particular and what time frame I was looking to move. She was very professional in asking for my name and cell phone number just in case we got disconnected. She went on to ask me if I was from the area or relocating. She wanted to know if I worked in the downtown area. She wanted to know if there was any other occupants or furry pets.

Suzy exhibited a warm and inviting attitude making me feel comfortable to come and see what she had to offer. She asked me how did I know about the apartments and I told her the website I saw it on.

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)?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.) :

When we talked over the phone there was no mention of a price range or my budget. Suzy did leave the options open for my preferences by suggesting that I come down and see the different apartments. She did ask me very generally what I was seeking but she didn't ask about my specific preferences.

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?Yes3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 14/22
    14
    63.64

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

Suzy didn't mention the communities amenities over the phone nor did she describe any of the apartment features and benefits. She displayed a sense of urgency over the phone. She let me know that at the time she only had a few that was left for me to move in within my time frame.

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? Yes4/4
  • 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.) :

Suzy did invite me in for a tour. She gave me the hours of operation and she let me chose what time would accommodate my schedule.

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.) :

Suzy did not ask for my phone number but I had called her twice so she had my number. She did ask for 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?N/A0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

I was informed during the phone call that a mask would be needed to come in and take a tour. I was greeted by Suzy when I came into the office. She confirmed who I was and she asked for and my ID before the tour. Suzy explained the parking and how I can utilize the parking garage for a fee. She explained the building history and that it was built in 1927. She was very talkative which gave me an open and warm impression. She explained that we would go over everything once we finished the tour.

We began the tour. She pointed out the leasing office and spoke about the upcoming parade called the Drive-Thru Parade. She showed me how the key card worked and the benefit of buzzing in guest or deliveries without leaving my apartment. Once we approached the lobby, she told me about the renovations going on and the upcoming changes. She tried to close by expressing when I move in all the new additions would be completed. She pointed out the two entrances located on Cherry St. and 4th St. Suzy pointed out the shopping areas while explaining the history of the building with the marble staircases and the decorative mail slot. She showed me the mail area. She talked about the newsletter which she puts out to let residents know about upcoming events. She explained there is a guard on duty and the days and time of operation. She said there is another leasing agent onsite.

Suzy was very impressive while talking about the PMC management and the online classes which they offer free of charge. She took me to the rooftop and explained how to get there which has a pool and a magnificent view of the city. She gave me a tour of two apartments. The first was on the first floor and was a one-bedroom where she pointed out all of the apartment features and the view from the window.

She tried to close on the first apartment by telling me this one was the right for me. She talked about the two-emergency fire exits and she pointed out the trash room. She spoke about how each apartment has a name and why it is called that. She did a complete walk through pointing out all the benefits and amenities of the two apartments. Again, she let me know there was other options and floorplans she had which could better accommodate any need or preference that I had.

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 :

I told her that I was in the market for a one- or two- bedroom and she had both available to show me to help make up my mind. I told her I was looking to move in the time frame of 30-45 days and she had a listing to meet that need. Suzy asked about the number of occupants although we never went over the budget or price range during the tour. She did confirm that I didn't have any pets. She said I could have creative designs on the walls as long as it was put back in the original color upon moving out. We did discuss my need for having a gym due to my knee problems.

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.):

Suzy took her time going over both of the apartment details and features. Both apartments shown were clean and neat. She explained that the two-bedroom had a bedroom set which was left behind and she was still waiting on the owner to come and pick it up. Overall, the apartment was in decent condition. One was missing a light fixture which she explained why and that it would soon be repaired before I moved in. I had an objection about my knee problem and she said there was a state-of-the-art gym which has 24-hour access.

Suzy was knowledgeable about the building and knew the name of each apartment floor and why it was called that name. She was very descriptive in naming the surrounding area and places to go. She also knew the history of the building. She pointed out the things which mattered to me like a bigger floor plan with huge space and walk-in closets. Suzy allowed me to ask questions and she had an answer for each one. She left me with a nice feeling of wanting to come back and apply for a unit. Her attitude and friendliness were an extra bonus. She spoke about living onsite and how she took extra security measures to watch out for the tenants.

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?No0/0
  • 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?Yes2/2
  •  Total: 27/27
    27
    100

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.):

Suzy kept reminding me about the different floorplans to suit my needs. She spoke about how the apartments could be customized with extra shelves. She kept telling me to envision how it would look in my eyes and imagine me putting my stuff in there. She kept saying when I mov in. She also promoted the other buildings owned by PMC that I could check out to look at. She was adamant and kept including me in every aspect of entertaining moving in. She convinced me that I really do want to move there.

At the end of the tour, she took me back to the office and presented me with her business card, application and floorplan layouts. She gave me some additional materials to help maneuver my way around the city. She did tell me that I could go online and see what other floorplan would be available without having to leave home. She extended another invitation for me to come back again.

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).:

Suzy did not say or do anything that would have discouraged me from leasing an apartment.

Follow Up

  • 1. Did you receive a follow-up thank you call within 24 - 48 hours of your visit?Yes8/8
  • 2. Did you receive a follow-up thank you email within 24 - 48 hours of your visit?Yes2/2
  •  Total: 10/10
    10
    100

Comments:

Suzy call and email me with a follow up.

Performance Evaluation

Total Phone Score: 89%
On Site Score: 100%
Total Score: 0%

General Questions