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Report For Lisa Tosh at Vista View

Report For Lisa Tosh at Vista View

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Current Score
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Average Score
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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/A1/1
  • 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?Yes1/1
  • 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 convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes5/5
  •  Total: 16/16
    16
    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?:

Initially I called the community on Saturday, November 28th. No one answered the phone and I did not leave a voice mail. But on Monday, November 30th, I was surprised when I received a follow-up call from Lisa. She had seen my number on her caller ID and was calling to see if she could help me with my apartment needs. I was busy when she called and asked if I could call her back. When I called back, she answered the phone promptly, identifying both herself and the community. She was very confident and friendly. She obtained my name early in the conversation. Lisa's confidence and warm attitude made me want to visit the community so that I could meet her in person. On the phone, I got the impression that my interaction with Lisa would be superior and that she would take very good care of me during the in-person tour.



Telephone Identifying Needs

  • 1. Did the Leasing Professional determine apartment size?Yes3/3
  • 2. Did the Leasing Professional determine move-in date?Yes3/3
  • 3. Did the Leasing Professional determine if you had any pets?No0/3
  • 4. Did the Leasing Professional determine your price range?No0/3
  • 5. Did the Leasing Professional ask your reason for moving?No0/3
  •  Total: 6/15
    6
    40

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

Lisa identified that I wanted a two-bedroom apartment and I did not need to move in until the end of January or even February. She was delighted that I had flexibility with my move-in date since she would not have anything open before the end of January. She explained that anyone moving out has to give 60 days notice. Lisa seemed focused on what vacancies might be coming up and she did not ask a lot of discovery type questions. She did not ask if I had any pets until our initial in-person meeting, nor did she ask why I wanted to move.

Telephone Demonstration

  • 1. 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?").No0/5
  • 2. Did the Leasing Professional create a sense of urgency?Yes2/2
  • 3. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?No0/0
  • 4. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 6/11
    6
    54.55

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

Lisa created a strong sense of urgency because she doesn't know yet what might be available at the end of January, but they just had something come available within the last 24 hours and it is gone already. She definitely controlled the conversation and she jumped right to scheduling an onsite tour and she did not offer a virtual tour.

Telephone Close

  • 1. 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
  • 2. 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? Yes0/0
  •  Total: 3/3
    3
    100

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

Lisa scheduled an in-person tour with me on Saturday, December 12, 2020. She sent me the following email immediately after our call:

Terry,

Yes! I look forward to meeting you (with masks) on Saturday, 12/12/20, at 10 a.m. (It's not tomorrow. You've gained a day!)

Enjoy your day,

Lisa Tosh

Leasing Consultant
Vista View Apartments
2401 Highpoint View Court, #201
Frederick, MD 21702

Phone: 240-225-0350

Fax: 240-225-0351

Telephone Follow-Up

  • 1. Did the Leasing Professional ask for your telephone number? Yes8/8
  • 2. Did the Leasing Professional ask for your email?Yes8/8
  •  Total: 16/16
    16
    100

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

Lisa asked for both my phone number and email address to be sure to stay in touch with me.

Onsite Greeting

  • 1. 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
  • 2. Was the Leasing Professional prepared for your visit based on the information gathered from you during the phone call?Yes5/5
  • 3. Did leasing consultant practice social distancing?Yes1/1
  • 4. Was personal protective equipment offered to you as the prospect?No0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

Lisa was extremely welcoming and her friendly demeanor immediately made me feel at ease. She was completely prepared for my visit today, to the point where she had a full brochure open and ready for me to follow as she talked about the different floor plans. Lisa definitely practiced social distancing and there was plenty of COVID PPE available if I needed it such as extra masks, hand sanitizer, and wipes.

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 price range or budget?Yes1/1
  • 4. Did the Leasing Professional confirm if you have any pets?Yes1/1
  • 5. Did the Leasing Professional discuss the floor plans creatively describing features of the apartment?Yes3/3
  • 6. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes4/4
  •  Total: 11/11
    11
    100

Comments on the Identifying Needs :

Lisa was certainly prepared. She immediately confirmed that I needed a two-bedroom apartment for my husband and me and that we wanted to move in 2021, possibly by February, but had the advantage of waiting a month or so for the perfect apartment. She talked about the different floor plans and their prices and all fit within my budget. She asked if I had any pets. I don't have one now but would like to adopt two and she went over the pet policy. Lisa was very creative when describing the different floor plans and features, she painted a nice picture of each. She wanted to know if I needed a specific location and we talked about elevator access in the apartments.

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 of the apartment? (Please explain in the comment box at the end of the section.)Yes4/4
  • 5. Did the Leasing Professional discuss 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 appear knowledgeable about the community?Yes2/2
  • 9. Did the Leasing Professional point out advantages you stated were important to you?Yes3/3
  • 10. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 34/34
    34
    100

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

Lisa gave a thorough tour of the model apartment at an even pace. She was exceptionally knowledgeable of all Vista View has to offer. She was professional and genuinely enthusiastic about the product she is representing. She drew me in and got me excited about renting in this community. She painted a nice picture as she described the model apartment as well as the many other floor plans. She described the extra garage that can be rented and talked about the trash pick-up directly from your front door. She knew I wanted a full-size washer and dryer and pointed out that although the model showed a stackable unit, most of the floor plans offered full-size washer and dryers. She was very engaging and got information out of me in a conversational way instead of hitting me with a bunch of questions. I felt she had an excellent knowledge of what I was looking for in my new home.

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?Yes0/0
  • 4. Based on the Leasing Professional's presentation, would you have leased an apartment?Yes15/15
  • 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.)Yes0/0
  • 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?Yes4/4
  •  Total: 32/32
    32
    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.):

Lisa informed me that Vista View will not have any vacant apartments to rent until February 2021 yet she still expressed the importance of filling out an application quickly as to not miss out on the few apartments that might be coming to market soon. She did not talk about any specials because rental is a bit far out. I thought Lisa was extraordinary because she was professional, enthusiastic, and very knowledgeable about the apartments, floor plans, and community. She was a delight to interact with.

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).:

I asked Lisa about the type of people that live in the community, but she said because of strict laws, she cannot give me that information. She alluded to a fact that one of the neighbors we met coming into the leasing office was older and that perhaps I can "see" the wide range of folks that live at Vista View. She was clear, though, they rent to everyone who qualifies.

Follow Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?Yes10/10
  •  Total: 10/10
    10
    100

Comments:

Dear Terry,

It was a pleasure to meet you, this morning! I'm so glad that you liked Vista View Apartments!

I look forward to seeing you, again, and meeting, Ken, on Monday, 1/11/21, at 9 a.m. We will be able to tour the model Landscape apartment, a Panorama apartment, and walk the property to check out Horizon apartments.

Have a great weekend!

Lisa Tosh
Leasing Consultant
Vista View Apartments
2401 Highpoint View Court, #201
Frederick, MD 21702

Phone: 240-225-0350

Fax: 240-225-0351

Performance Evaluation

Total Phone Score: 77%
On Site Score: 100%
Total Score: 0%

General Questions