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Report For Ebony Hartsfield at Park East Apartments

Report For Ebony Hartsfield at Park East Apartments

0%
Current Score
78.13%
Average Score
  • 78%
    11-10-2018
  • 25%50%75%100%

Performance Evaluations

Phone

  • Was the telephone answered promptly?Yes1/1
  • Did the leasing consultant answer by identifying him/herself and the community?Yes1/1
  • Was their voice pleasant and professional?Yes1/1

    After the 3rd ring…. “Good afternoon, thank you for calling Park East Apartments, this is Ebony how can I help you?”
  • Did the leasing consultant ask for your name?Yes1/1
  • Did the leasing consultant use your name throughout the conversation?No0/1
  • Did the leasing consultant ask you how you heard about the community?N/A1/1
  • Did the leasing consultant request your phone number?Yes4/4
  • Did the leasing consultant ask your desired move in date?Yes1/1
  • Did the leasing consultant ask for the number of occupants?Yes1/1
  • Did the leasing consultant ask If you were looking for any special features or had any specific preferences in mind?Yes1/1
  • Did the leasing consultant ask if you needed directions to the community?N/A1/1
  • Did the leasing consultant ask what size apartment you were looking for?Yes1/1
  • Did the leasing consultant ask If you had a specific price range?N/A1/1
  • Did the leasing consultant ask If you had any pets? No0/1
  • Did the Leasing Consultant describe the apartment features?Yes1/1
  • Did the Leasing Consultant describe the community amenities or local area conveniences?N/A1/1
  • Was a specific apartment described that met your needs?Yes1/1
  • Were the apartment features described before a price was given?Yes1/1
  • Did the Leasing Consultant create a sense of urgency?Yes1/1
  • Did the Leasing Consultant attempt to set an appointment with you?Yes5/5
  • Did the Leasing Consultant leave a positive impression about him/herself and the community?Yes1/1
  • As a result of the conversation were you looking forward to visiting the community?Yes1/1
  •  Total: 27/29
    27
    93.1

Please describe the Leasing Consultant's telephone presentation including greeting (state the exact greeting), prices, features, amenities, and how they persuaded you to visit the community (Please write the phone narrative from beginning to the end of the conversation): :

After the 3rd ring…. “Good afternoon, thank you for calling Park East Apartments, this is Ebony how can I help you?” I told Ebony I was looking for a one-bedroom apartment. She asked me when I was looking to move, and I said in December. She asked for my first and last name. She asked how many occupants and if I had a specific floor preference. I could tell she was writing all this down. I told her I would prefer a patio walk out on the first floor and she said they sure do. There was an unusually long pause and I asked if she was still there and she said she was. She hadn’t shared she was looking at the occupancy report for me.

She asked me where I worked as she continued to look at her occupancy report and I told her I was a real estate agent and I have my own company. She then described some available apartments that fit my needs. Her voice started to fade, and I had asked her what she said.

Ebony invited me in for a tour and we agreed on 2:00 pm. She said she would get my email address when I came in. She was ok with ending the call and seeing me when I arrived. I asked her if they had a renovated apartment and she said the did if I was flexible on my move date and I said I would be.

I confirmed our 2:00 pm appointment and made sure she would not leave for lunch. She lightly joked she had eaten a big breakfast. She also indicated she was “drinking a lot of fluids after the events” of the previous night.

I told her I would see her shortly and the call ended.

Site Observation

  • Was the community easy to locate?Yes0/0
  • Were the community signs quickly visible?Yes0/0
  • Were there enough directional signs to easily find the leasing office?Yes0/0
  • Were the signs in good repair and attractive?Yes0/0
  • Did you find the property trash fee and neat?Yes0/0
  • Was the landscaping attractive?Yes0/0
  • Was there any trash of furniture around the dumpsters?Yes0/0
  • Was the leasing office neat and inviting?Yes0/0
  • Was the leasing office neat and inviting?Yes0/0
  • Were refreshments made available?Yes0/0
  • Were building entries clean and free of clutter?Yes0/0
  • Did you notice any siding/trim, etc. which needed painting and repair?Yes0/0
  • Were laundry rooms neat and clean? Yes0/0
  • Were common areas pool/playground etc. well maintained?Yes0/0
  • Was your overall impression a positive one?Yes0/0
  •  Total: 0/0
    0
    NAN

Please explain your answers, if necessary, to the questions related to the site observation: :

The office looked brand new and very clean. There was no visible trash in the parking lot and the dumpsters were not overflowing.

Greeting

  • Did the Leasing Consultant stand up to greet you with a smile and a handshake OR, if the Leasing Consultant was busy with someone else, did he/she acknowledge your presence and ask you to make yourself comfortable?Yes1/1
  • Was the Leasing Consultant dressed professionally?Yes0/0
  • Did the Leasing Consultant introduce him/herself to you?Yes1/1
  • Did the Leasing Consultant have a partially completed guest card available, fill one out to you, or invite you to fill one out?Yes1/1
  • Did the Leasing Consultant seem genuinely interested in helping you?Yes1/1
  •  Total: 4/4
    4
    100

Please describe how the Leasing Consultant interacted with you when you first arrived on-site? :

I walked into the sales office and was greeted by Ebony. Ebony stood and shook my hand and asked if I was Ms. Zielinski and I said I was. She said nice to meet you. She said she liked my winter Ravens hat and we talked about the Ravens for a moment which built rapport.

I saw a picture of the pool and asked where it was located. She said it was at the entrance and I said I must have missed it. She said told the management company will be building a gym soon.

She asked for my email address. I gave her tinazeel@yahoo.com. I told her my license was had my married name on it, but she never asked me for my ID to go on the tour.

Qualifying

  • Did the Leasing Consultant ask or confirm how you heard about the community?Yes1/1
  • Did the Leasing Consultant ask or confirm your move-in date?Yes1/1
  • Did the Leasing Consultant ask or confirm number of occupants?Yes1/1
  • Did the Leasing Consultant ask or confirm special or specific features?Yes1/1
  • Did the Leasing Consultant ask or confirm your phone number?N/A1/1
  • Did the Leasing Consultant ask or confirm the size apartment you needed?Yes1/1
  • Did the Leasing Consultant ask or confirm your current address?Yes1/1
  • Did the Leasing Consultant ask or confirm why you are moving? Yes1/1
  •  Total: 8/8
    8
    100

Please describe the process used by the Leasing Consultant to uncover your needs by qualifying during the on-site presentation::

Ebony had her availability sheet in front of her. She described a couple different available one-bedroom apartments and told me when they would be available. She had even called a tenant to find out their move date, so she gave me the impression she had prepared for our visit. She also described the updated amenities of this apartment. Ebony told me the special price and said I could get a $100 off the security deposit if I lease within 24 hours. This created a sense of urgency.

Demonstration

  • Did you see a MODEL or a VACANT?Yes0/0
  • Was a convenient route taken to the vacant/model apartment? Yes2/2
  • Did the Leasing Consultant attempt to find out more about you while you walked to the vacant/model, during the presentation, or while reviewing floor plans?Yes2/2
  • Did the Leasing Consultant speak of the benefits concerning the Management Company?Yes2/2
  • Did the Leasing Consultant mention maintenance and their quick response?Yes2/2
  • Did he/she discuss or point out the amenities and facilities on the property or any area conveniences?Yes2/2
  • Were benefits or features in the apartment pointed out or discussed with you?Yes2/2
  • Was the presentation personalized by talking about your furniture/belongings and how they would fit in the apartment?Yes2/2
  • Did the Leasing Consultant spend enough time with you throughout the demonstration?Yes2/2
  • Were your objections overcome?Yes2/2
  • Was the vacant/model comfortable (lighting, temperature, clean)?Yes2/2
  •  Total: 20/20
    20
    100

Onsite Narrative (Please provide a detailed narrative of your visit and be specific. This is mandatory.):

She offered me a water before we started. We walked over to the model. As she opened the door, she said this is a Park East I model, and she immediately began describing all the amenities throughout at she led me through each room. She was very thorough.

She told me every building has a laundry room but she did not show me. We left the building and I followed her in my car to another building to see a vacant.

We entered the building and she said explained the difference in the number of units in each building. She pointed out the mailboxes as we passed them by and a bulletin board that events are posted on. She offered (I didn’t ask) that it is a quiet community and when they get a crime report it is normally blank. I shared that I live in the neighborhood and my neighbor’s car was just broken into. Ebony said they have community watch.

We entered the vacant. It was exceptionally clean. She said they have a very good cleaning team. She said some maintenance employees live on property. Again, she was very thorough during this tour of the unit. She opened cabin and closet doors. She told me about additional storage space outside of the building that I could rent.

She asked if I had any other questions. I asked if she lived on property and she shared she lived at Cambridge Court because she is going to breed dogs. Ebony did probe about my apartment search.




Closing

  • Did the Leasing Consultant invite you back to the office?Yes1/1
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process?No0/10
  • Did the Leasing Consultant confirm your move in date?Yes2/2
  • Did the Leasing Consultant mention any specials or incentives that were currently being offered?Yes3/3
  • Did the Leasing Consultant create a sense of urgency?Yes2/2
  • Did the Leasing Consultant ask you why you were not interested in renting today? No0/2
  • If you stated that you had other places to see, were you asked where else you wanted to look before making a decision?N/A0/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?N/A0/1
  • Were you given a brochure?Yes1/1
  • Were you give an application? No0/1
  • Did you feel that the leasing consultant was giving the sale his/her best effort?Yes2/2
  • Did the Leasing Consultant attempt to overcome your objections in regards to why you are not ready to lease today and close again?No0/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?Yes5/5
  •  Total: 16/35
    16
    45.71

Please briefly describe the Leasing Consultant's closing skills and techniques used ( This is a mandatory field. Be as specific as possible).:

She invited me back to the sales office. We sat back at her desk and she gave me a folder brochure. She gave me two floor plans for Park East I and Park East II. She wrote down the price of each available unit. We reviewed the square footage and the amenities in the upcoming availability. She was very detailed; However, she did not ask me to fill out an application and she did not mention filling one out online.

Ebony was very thorough and took her time with me. She made me feel at home. She was friendly and very engaging.

I asked if there were a lot of kids in the community and she said, “NO”. That was probably not the best answer. She did say it was a multi-family community after that. She said any small children are usually accompanied by an adult.

Ebony spoke very highly of the maintenance team. She stapled her card to the brochure. She shook my hand and said, “have a good day”. She did not explain how to apply online. She did not ask me where else I was looking so, she never talked about the competition.

Fair Housing/ Crime Supplement

  • Did the Leasing Consultant respond properly when you asked "What type of security do you have?" or "Is it safe here?"Yes0/0
  • Did the Leasing Consultant respond properly when you asked "What type of people live here?" No0/0
  • Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?No0/0
  •  Total: 0/0
    0
    NAN

Explain the Leasing Consultant's response to "What type of security do you have?" or "Is it safe here?" and "What type of people live here?" :

She offered (I didn’t ask) that it is a quiet community and when they get a crime report it is normally blank. I shared that I live in the neighborhood and my neighbor’s car was just broken into. Ebony said they have community watch.

I asked if there were a lot of kids in the community and she said, “NO”. That was probably not the best answer. She did say it was a multi-family community after that. She said any small children are usually accompanied by an adult.

Performance Evaluation

Total Phone Score: 93%
On Site Score: 72%
Total Score: 0%

General Questions