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Report For Stephanie Velez at Bedford Station Apartments

Report For Stephanie Velez at Bedford Station Apartments

NAN%
Current Score
NAN%
Average Score
  • 59%
    1-30-2019
  • 96%
    12-01-2020
  • NAN%
    12-01-2020
  • 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.Yes1/1
  • 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?N/A1/1
  • 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?:

Stephanie answered the phone right away on my first call and identified both herself and Bedford and Victoria Station. I asked if she had any apartments available. She was very friendly and professional and asked what size apartment I wanted and when I needed to move in. I said I would like to have a two-bedroom and move in by the end of December. But if a two-bedroom was not available, I could also take a one-bedroom. Stephanie asked for my name, phone number and email address right away. She was very friendly and had an inviting attitude. She seemed very confident on the phone and I felt welcomed.

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?Yes3/3
  • 4. Did the Leasing Professional determine your price range?No0/3
  • 5. Did the Leasing Professional ask your reason for moving?No0/3
  •  Total: 9/15
    9
    60

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

I asked if Stephanie had any apartments available at this time and she asked if I wanted a one or two-bedroom. I said preferably a two-bedroom. Stephanie then asked for my name and contact information. Stephanie asked how soon I wanted to move in and I said I would like to move by the end of December. Stephanie confirmed that she would have a two-bedroom ready for move-in by the end of the month. She asked if I had any pets and I said not at this time, but I might be interested in getting a pet. Stephanie confirmed that they do accept both cats and dogs and went into the pet policy. She confirmed that I would be living in the apartment alone and asked how I found the apartment to which I replied apartmentfinder.com. She did not ask my reason for moving nor did she ask for my budget during the phone conversation.

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?").Yes5/5
  • 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: 11/11
    11
    100

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

Stephanie was professional and controlled the phone conversation nicely. She did ask a lot of questions over the phone about my specific wants and needs in the apartment, in addition to confirming I needed a two-bedroom by the end of the month. I thought she created a sense of urgency because she invited me in to tour the apartment right away. Stephanie did not explain the limited contact with prospects nor 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.) :

Stephanie set up an on-site tour at 12:00 noon the day I called. She also followed up with the following confirmation email:


Dear Kenneth,

We are looking forward to your visit today to Bedford-Victoria Station at 12/01/2016 12:00 PM. As a reminder, you will be meeting with Stephanie Velez.

If you need directions to our community, please visit our website or give us a call us at .

We look forward to your visit. Please call us if you have questions.

Sincerely,

Stephanie Velez

Bedford-Victoria Station
1400 University Blvd East #102
Hyattsville MD 20783


Sincerely,
Stephanie Velez

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.) :

Stephanie asked for both my phone number and email address.

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.):

When I approached the door to the leasing office it was locked. Someone came to unlock the door and I asked for Stephanie. I went into an office and there were three people working. Stephanie got up to greet me. She was fully prepared for my visit with the information we discussed on the phone. All three personnel in the office practiced social distancing, they were all wearing masks. I was not offered PPE, but then again, I was already wearing a mask.

Stephanie explained the application process at the beginning before we toured the apartment. She gave me prices and described what apartment we would be seeing today. She told me what would be included in the rent and what I would be responsible for.

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 :

Stephanie confirmed what we talked about on the phone such as the two-bedroom I needed by the end of the month. She explained the layout of the floor plan and we talked about the price of the apartments. The ones that are located on University Blvd are being renovated and will cost more than they other apartments that might be available. We talked about pets and I said I wanted to possibly adopt one. She asked if I had any specific needs and I said I didn't really want to be on the ground floor. When we walked through the apartments, Stephanie pointed out that although I would be on the first floor, there were steps I had to walk up that meant I would not really be on ground level.

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.):

Stephanie was very nice and enthusiastic about the apartments she is representing. She was very well versed about the apartments themselves and talked about the features in the apartment, pointing out that each unit comes equipped with a window air conditioning unit in the living room. The apartment she showed me was clean and we walked through at a nice pace. Although she was very knowledgeable about the community itself, she did talk about the laundry facility onsite.

Stephanie did ask why I was moving. I told her it would be more convenient for my work.

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?Yes0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?No0/0
  • 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?N/A4/4
  • 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.):

Stephanie talked about the current specials, but she did not convey any sense of urgency nor did she ask me to apply today. She was extraordinary, though, because of her strong sense of knowledge about the apartments and her friendly demeanor and enthusiasm. She did not attempt to close today at all.

Stephanie asked me several times what I thought about what I was viewing to gauge whether I would be renting or not.

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).:

Stephanie was very welcoming to me. She did nothing to discourage me from applying for an apartment and was extremely friendly and helpful in showing me around the community today.

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 Kenneth,

It was a pleasure meeting with you today!
I hope you enjoyed your tour and that I was able to answer all your questions about Bedford-Victoria Station and the surrounding area.
Our apartment homes rent very quickly. You may apply online by visiting our website and feel better knowing that your search is over.

We look forward to hearing from you.

Sincerely,

Stephanie Velez
Bedford-Victoria Station

Performance Evaluation

Total Phone Score: 90%
On Site Score: 100%
Total Score: NAN%

General Questions