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Report For Marguarite Adams at Cedar Run Apartments

Report For Marguarite Adams at Cedar Run Apartments

0%
Current Score
100%
Average Score
  • 100%
    02-01-2020
  • 25%50%75%100%

Performance Evaluations

Telephone - 100 points possible

  • 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
  • Did the Leasing Professional identify him/herself?Yes3/3
  • Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • Did the Leasing Professional effectively use your name in conversation?Yes3/3
  • Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • Did the Leasing Professional ask for your telephone number? Yes15/15
  • Did the Leasing Professional ask for your email address?No0/0
  • Did the Leasing Professional ask how you knew about the community?Yes3/3
  • Did the Leasing Consultant determine apartment size?Yes5/5
  • Did the Leasing Consultant determine move-in date?Yes5/5
  • Did the Leasing Consultant determine number of occupants?Yes5/5
  • Did the Leasing Consultant determine if you had any pets?Yes5/5
  • Did the Leasing Consultant determine your price range?Yes5/5
  • Did the Leasing Consultant determine specific needs (i.e. w/d connections, up/downstairs, fireplace)?Yes5/5
  • Did the Leasing Professional suggest you visit the company website?No0/0
  • Did the Leasing Professional describe apartment features and/or amenities? (Please explain in the comment box at the end of the section.) Yes3/3
  • Did the Leasing Professional create a sense of urgency?No0/3
  • Did the Leasing Professional extend an invitation for you to visit the community?Yes3/3
  • Did the Leasing Professional try to set a specific appointment? (Please explain in the comment box at the end of the section.)Yes15/15
  • Did the Leasing Professional offer directions to the community?Yes3/3
  • Based on the Leasing Professional's presentation, were you motivated to visit the community? Yes10/10
  •  Total: 97/100
    97
    97

Telephone Comments (Please provide the phone conversation from start to finish. All details are necessary.):

Marguarite answered the phone by giving the name of the community and then introducing herself. She asked for my name and used my name throughout the conversation. She asked for my phone number but not my email address and she asked me how I heard about the community. I let her know that I found the apartments on apartments.com. Marguerite asked me about apartment size, pets, and occupants as well as a move-in date. She quoted several prices and then determined my price range. Marguarite did ask me what my specific needs were and I let her know that an updated apartment was important to me and that I was not interested in anything on the ground floor. Margurite described the apartment features including size and available updates. Marguerite asked me if I wanted to set a time to come in and see one of the models an was very accommodating. She offered directions to the community and even after I told her that I would be using GPS she made sure that I had the physical address. Marguerite gave a very detailed phone presentation and I was definitely motivated to visit the community.

Community information

  • Did you easily locate the community?Yes0/0
  • Were the main community signs clear, visible and in good condition?Yes0/0
  • Were there adequate signs directing you to the community?Yes0/0
  • Were the lawns and landscaping neat and trim, and free of all trash?Yes0/0
  • Was the general appearance of the parking area in good condition and free of trash?Yes0/0
  • Was the leasing office clean, neat, and orderly?Yes0/0
  • Did the leasing office communicate warmth and welcome?Yes0/0
  • Was your first impression of the community and curb appeal a positive one?Yes0/0

    The community was very easy to locate and the directional signs were clear and in good condition. The overall appearance of the community was very neat and tidy. I did not see any trash and the general appearance of the parking area was also in good condition and free of trash. The leasing office was clean and orderly and inviting. The leasing office communicated warmth and it was very welcoming. One of Marguerite's coworkers offered me water which was very thoughtful. Overall my first impression was great. The community was on a wooded lot tucked away from the main road. The other balconies and outdoor areas of the tenants were very tidy and well cared for as well. It seemed like a nice community.
  •  Total: 0/0
    0
    NAN

Greeting - 20 points possible

  • Did the Leasing Professional greet you with a smile, or if busy, acknowledge you immediately?Yes2/2
  • Did the Leasing Professional stand to greet you?Yes2/2
  • Did the Leasing Professional shake your hand?Yes2/2
  • Did the Leasing Professional introduce him/herself?Yes2/2
  • Did the Leasing Professional obtain your name during the visit?Yes2/2
  • Did the Leasing Professional continue to use your name in the conversation?Yes1/1
  • Did the Leasing Professional ask you to sit down?Yes2/2
  • Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you?Yes5/5
  • Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? Yes2/2
  • Was the Leasing Professional wearing a nametag? N/A0/0
  • Did the Leasing Professional remember your telephone call?Yes0/0
  • Did the Leasing Professional have previous information on you readily available?Yes0/0
  • If the phone agent was out, was someone else able to help you from the information previously taken over the phone? (Please explain in the comment box at the end of the section.)N/A0/0
  •  Total: 20/20
    20
    100

Comments (Please explain in detail your experience as you entered the leasing office). :

Marguerite greeted me with a smile and stood to extend her hand when I came into the office. She obtained my name and used my name throughout our conversation. I was asked to sit down at her desk and she reviewed my card. She seemed genuinely interested in helping me. Her appearance was professional. She was wearing a HenWebb Polo shirt ( no name tag) and black pants. She seemed to remember our phone call and she had all of my information ready when I arrived. She went over/confirmed my needs: updated apartment, not on the ground floor with 1 cat.

Indentify Needs - 26 points possible

  • Was a guest card completed on paper or electronically? (State who filled out the guest card in the comment box at the end of the section.) Yes2/2
  • Did the Leasing Professional determine how you knew about the Community?Yes2/2
  • Did the Leasing Professional identify size of apartment you needed?Yes1/1
  • Did the Leasing Professional identify your move-in date?Yes1/1
  • Did the Leasing Professional identify number of occupants?Yes1/1
  • Did the Leasing Professional identify phone number and/or email address?No0/2
  • Did the Leasing Professional identify price range or budget?Yes1/1
  • Did the Leasing Professional identify if you have any pets?Yes1/1
  • Did the Leasing Professional identify where you live now?No0/1
  • Did the Leasing Professional ask why you were moving?No0/2
  • Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes2/2
  • Did the Leasing Professional create rapport while attempting to determine your needs? (Please explain in the comment box at the end of the section). No0/2
  • Did the Leasing Professional demonstrate the features of the model apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
  • Did the Leasing Professional discuss the features and benefits of the model apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
  • Did the Leasing Professional make a photocopy of your identification before giving you keys to a vacant apartment? N/A0/2
  •  Total: 17/26
    17
    65.38

Demonstrating - 19 possible points

  • Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes1/1
  • Did the Leasing Professional use the site plan and/or offer a site plan to show the location of the available apartment?No0/2
  • Did the Leasing Professional mention the professional management?No0/1
  • 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
  • Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?No0/1
  • Did the Leasing Professional discuss the minimal charge for water or point out that there is free water included?Yes1/1
  • 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. No0/3
  • Did the Leasing Professional effectively overcome your objection(s)? Please explain in the comment box at the end of the section. No0/4
  • 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
  •  Total: 6/19
    6
    31.58

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

Marguerite was in control o the presentation and enthusiastically showed me a model 1 bedroom apartment. Marguerite showed me the site plan that contained all three communities but did not indicate on the plan where the available apartments were located. Marguerite went over the features of the apartments including the upgrades and she also let me know that in the Shade Tree community three was in unit laundry and the top floor apartments had vaulted ceilings which I would have not otherwise known. She did not discuss the neighborhood amenities but she did mention the minimal charge for water. The leasing consultant showed me a one bedroom model after determining that I was interested in a two bedroom apartment. Her reasons for doing this were so that I could get a feel for the upgrades. There was a two-bedroom model in the same building so I'm not sure why that one wasn't shown.

I honestly don't feel like Margurite overcame my objections during the tour. I was very clear that I was not interested in a ground floor apartment and she kept mentioning ground floor apartments that would be coming available. She seemed to be doing her best but the time she spent going over something that I was not interested in became frustrating. At no point during the presentation did Margurite asked me any closing questions. Not even at the end of the tour when she handed me the folder with rental information.

Closing - 30 points possible

  • Did The Leasing Professional discuss rental rates positively and confidently?Yes1/1
  • Did the Leasing Professional create a sense of urgency?No0/3
  • Did the Leasing Professional mention current specials?Yes4/4
  • Did the Leasing Professional ask you to fill out an application?No0/4
  • Did the Leasing Professional ask you question that generated a yes or no answer?N/A0/1
  • Did the Leasing Professional use assumptive phrases (ex: "your apartment", "you'll love living here", etc.?No0/1
  • Did the Leasing Professional use a closing technique not listed above? (Please specify in the comment box at the end of the section.)No0/1
  • Did the Leasing Professional attempt to schedule another visit to the community?No0/2
  • Did the Leasing Professional provide you with any promotional material (business card, brochure, floor plans, etc.)?Yes2/2
  • Did the Leasing Professional suggest you visit the company website?No0/0
  • Based on the Leasing Professional's presentation, would you have leased an apartment?No0/10
  • If unable to meet your needs, did the Leasing Professional refer you to another community?N/A0/0
  • 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
  • Did the Leasing Professional ask permission to keep in touch?Yes2/2
  •  Total: 9/31
    9
    29.03

Closing Comments (Please explain all the details of how the agent attempted to close you at the end of the onsite visit. Also, explain your reason for not leasing that same day.):

Margurite discussed the rental rates positively and with confidence. She did not create a sense of urgency but she did go over the rental specials in person and over the phone. I was not asked to fill out an application and Margurite did not use any assumptive phrases during our tour and she made no attempt to close me. I felt like the close was completely left out of the presentation. She did not ask me to revisit the community either. She did provide me with promotional material including her business card, floor plans, a map of the community and information about the pet policy. At the very end of our tour, Margurite did ask if it would be ok to reach back out to me and I told her yes.

She also had me wait in the model while she gathered up all the information that went into the folder. This would have been the perfect time for her to sit me back down and close. Instead, she left me standing in the model while she put the folder together back in her office across the hall which seemed really strange. I felt awkward and antsy as I stood in the model waiting for her to return. This was offputting.

Fair Housing

  • 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
  • Was the Fair Housing poster clearly visible?Yes0/0
  • When you asked, "What kind of security do you have?" or "Is this a safe area?", how did the Leasing Professional respond? (Please answer in the comment box at the end of the section.)Yes0/0
  •  Total: 0/0
    0
    NAN

Comment (This is mandatory that you answer question #3 in the Comment Box).:

Marguerite did not do anything that could have been perceived as discriminatory during the tour and she did an excellent job of not violating fair housing. I asked her about the crime in the area and she told me that crime has no neighborhood she also let me know that all buildings required the occupants and guests either use a key or be buzzed in. I also asked her if there were any "kid-free" buildings or sections in the community and she told me that everyone is welcome to apply to live at the property instead of discussing kid-free areas. I thought that she handled both questions that I asked her very well.

Follow- Up - 5 possible points

  • Did the Leasing Professional follow-up by telephone within 2 days?Yes5/5

    Stephany who works with Margurite called me to follow up on Saturday 12/1/18 at 4pm
  •  Total: 5/5
    5
    100

What was the follow up date? Please list below.:

12.1.18 at 4pm

Performance Evaluation

Total Phone Score: 97%
On Site Score: 56%
Total Score: 0%

General Questions