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Report For Vercilla Brown at Falls Court Apartments

Report For Vercilla Brown at Falls Court Apartments

0%
Current Score
61.39%
Average Score
  • 61%
    11-16-2018
  • 25%50%75%100%

Performance Evaluations

Telephone Greeting

  • Was the greeting friendly and professional?Yes5/5
  • Was the phone call initiated with the name of the property?Yes5/5
  • Did the leasing consultant introduce themselves by name?Yes5/5
  • Did the leasing consultant ask you for your name?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Vercy answered the phone and announced the name of the community and introduced herself. She was friendly and professional. After introducing herself she asked for my name, said hello again and then re- introduced herself as Vercy.

Telephone Qualifying

  • Did the leasing consultant identify the apartment size needed?Yes3/3
  • Did the leasing consultant identify the date of need?Yes3/3
  • Did the leasing consultant ask the number of occupants?Yes2/2
  • Did the leasing consultant qualify for pets?Yes2/2
  • Did the leasing consultant identify your reason for moving?Yes1/1
  • Did the leasing consultant ask how you heard of the property?Yes2/2
  •  Total: 13/13
    13
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

I told Vercy that I was looking for a 1-2 bedroom apartment. She let me know that she had a two bedroom available now and several one bedrooms would be available in early April. Vercy asked me how many people would be living in the apartment and she also asked me if I had any pets. I told her that it would just be me living in the apartment and that I would be moving with one cat. She asked the reason for my move and I told her that I wanted to stay in the area but I was looking for an apartment with more updates. I told Vercy that I saw the community on apartments.com.

Telephone Discovery

  • Did the leasing consultant ask if it would be okay if they asked you a few more questions to help find you the best home?N/A5/5
  • Did the leasing consultant ask you what features are most important to you in your apartment home?Yes5/5
  • Did the leasing consultant ask what features/amenities are important to you in your community?Yes5/5
  • Did the leasing consultant ask if you had looked at the community online?Yes5/5
  • If you were asked whether you had looked at the community online, did they ask if there were specific floor plans and features/amenities that interested you?Yes5/5
  • Did the leasing consultant ask if you had a preference in location (for example: floor level, view, sunlight, etc.) for your apartment home?Yes5/5
  • Did the leasing consultant ask what interests you about the local area?Yes5/5
  • Did the leasing consultant ask you "what else" or encourage you to expand on any of your answers?Yes5/5
  •  Total: 40/40
    40
    100

Phone Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

Vercy did not ask if she could ask me more questions but she did ask what features were important to me. Vercy asked what was important to me and I told her that I wanted an updated apartment. She also asked me if I saw the community online and told her that I had. Vercy asked me if I had a specific location in mind and I told her that I did not want an apartment on the ground floor and that I would love southern exposure.

Vercy asked me why I was interested in the community and I let her know that I lived close by and wanted to stay in the same area if possible. I also told her that the pricing for Falls Court was very good for the area. She did ask me "what else" questions and wanted to know if she had covered all of my questions which she had.

Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.Yes5/5
  • If the price was quoted, were you asked, "How does that fit with what you were looking to pay? Is it a similar price?" If the price was not mentioned, please answer NA. Yes2/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.Yes3/3
  •  Total: 10/10
    10
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Vercy quoted me several prices for 1-2 bedroom apartments only after discovering my apartment needs. She asked me if the prices that she quoted fit my budget and I told her that they did. The value add benefits were that a lot of the apartments were being renovated with updated bathrooms and kitchens that would have stainless appliances.

Telephone Invitation and Directions

  • Were you invited to visit the property?Yes5/5
  • Were you asked for a convenient time for an appointment?Yes5/5
  • Were you asked if you were familiar with the location?Yes2/2
  • Were you offered directions or information to help you find the community? Answer NA if you told the leasing consultant that you were familiar with the location.Yes2/2
  •  Total: 14/14
    14
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Vercy invited me to visit the community and we set an appointment for Wednesday because the apartment that we would be touring was having work done and was not ready to be shown for a few days. Verci knew that I was familiar with the location but offered directions and the address of the leasing office anyway. She also emailed me right away with the appointment time and sent me a calendar invite.

Telephone Closing Comments

  • Was your appointment time repeated back to you?Yes4/4
  • Were you asked for your phone number AND email address?Yes4/4
  • Were you thanked for calling and given a friendly "good-bye"?Yes2/2
  •  Total: 10/10
    10
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Vercy repeated the appointment time back to me before we ended the phone call. She also asked for my phone number and email earlier in the call. At the end of the call, she told me to call her if anything changed and she thanked for my call. She was very friendly and professional.

Telephone Professionalism

  • Was a sense of rapport created?Yes2/2
  • Did the leasing consultant control the conversation with finesse?Yes2/2
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant use your name during the call?Yes2/2
  • Were all of your questions answered to your satisfaction?Yes2/2
  •  Total: 10/10
    10
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Vercy was very personable on the phone and immediately created a sense of rapport. She was knowledgeable about the communities amenities and controlled the conversation with finesse. Her presentation was very natural and not at all canned. Vercy used my name throughout the conversation. She answered all of my questions to my satisfaction and made sure she had done so.

Celebrating the Arrival

  • Did the leasing consultant immediately smile and stand to greet you in a friendly manner? If the leasing consultant was already standing, or busy assisting someone at the desk (in person or on the phone), please answer yes. Yes5/5
  • Did the leasing consultant introduce themselves to you and ask your name?Yes5/5
  • Did the leasing consultant demonstrate an eagerness to help you?Yes5/5
  • Did the leasing consultant ask permission to review your needs?N/A5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

When I arrived Vercy stood to greet me and shook my hand. She introduced herself and used my name. She seemed eager to help me and glad that I arrived. She had my information in front of her but she did not specifically ask my permission to review my needs.

Onsite Qualifying

  • Was a guest card (or similar) reviewed during your visit?Yes2/2
  • Was your date of need reviewed?Yes2/2
  • Was the apartment size you needed reviewed?Yes2/2
  • Was the number of occupants reviewed?Yes2/2
  • Was your reason for moving reviewed?Yes1/1
  • Was your place of employment or occupation reviewed?No0/2
  • Was whether or not you had pets reviewed?No0/1
  •  Total: 9/12
    9
    75

Comment (You must provide a brief summary under each category. This section is mandatory.):

Vercy had my guest card ready when I arrived and reviewed it during my visit. She reviewed the date that I needed as well as the apartment size that I was looking for. She also let me know that quite a few apartments were scheduled for renovation and would be ready in April.

Onsite Discovery

  • Were the features you stated were most important to you in your apartment home reviewed?Yes5/5
  • Were the features/amenities you stated were most important to you in your community reviewed?Yes5/5
  • "Were the specific floor plans/community features that interested you online reviewed? Answer NA if you did not say there was a specific floor plan or feature that interested you."Yes5/5
  • Was your preference in location (for example: floor level, view, sunlight, etc.) for your apartment home reviewed?Yes5/5
  • Were your favorite things about where you currently live reviewed?Yes5/5
  • Were the things you would like to change about where you currently live reviewed?Yes5/5
  • Was what interested you about the local area reviewed?Yes5/5
  • Did the leasing consultant ask you "what else" or encourage you to clarify or expand on any of your answers?Yes5/5
  •  Total: 40/40
    40
    100

Onsite Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

Vercy let me know that they had upcoming renovations and more would be coming available in a few months. I asked Vercy if there was a gym in the building and she said they did not have a gym but she offered several good options in the area. We did discuss the things that I liked about where I currently lived and Vercy recapped that I didn't want an apartment that was dated. We also discussed the current area and Vercy mentioned how close the community was to Hampden and The Rotunda. We discussed the changes to the community at length.

The Tour

  • THE TOUR: Were you asked if you preferred to see the amenities first or the apartment home/model? Please answer the following question NA if there were no amenities or no model/home to tour.No0/2
  • Did the leasing consultant control the tour?Yes3/3
  • "Did the leasing consultant praise the onsite professional staff and Management Company? For example: leasing, landscaping, maintenance or security staff"Yes1/1
  • Did the leasing consultant tour all recreation areas and amenities you said were important to you?Yes3/3
  • Did the leasing consultant discuss property benefits that you said were important to you?Yes3/3
  • Did the leasing consultant discuss surrounding area benefits that you said were important to you?Yes2/2
  • Did the leasing consultant tour the model, vacant, or occupied apartment? Please answer NA if there were no available apartments to show.Yes3/3
  • Did the leasing consultant highlight the apartment features that you stated were important to you during the Discovery process?Yes3/3
  • "Was value added to price during the presentation? (For example: ""Membership to our fitness center is included in your rent, so you can cancel your gym membership and save yourself the monthly fee."")"Yes2/2
  •  Total: 20/22
    20
    90.91

Comment (You must provide a brief summary under each category. This section is mandatory.):

Vercy was in control of the tour the entire time and she praised the management team. She let me know about some of the other apartments in the area that were managed by the same company and introduced me to one of the maintenance guys while we were touring the apartment.

While touring the vacant apartment Vercy pointed out the things that I said were important to me. She highlighted new carpet and new lighting and secured buildings. Value was added with a laundry room on premises and secured buildings plus heat and trash were included in the rent. She also mentioned that pool passes were given to Hopkins House which was an added bonus.

Handling Objections

  • Did the leasing consultant accept and acknowledge your concern?Yes5/5
  • Did the leasing consultant ask you to clarify by saying something like, "Tell me what you mean by..."Yes5/5
  • Did the leasing consultant remind you that they want to help you find the apartment home that meets your needs but let you know the decision is yours? Yes5/5
  • Did the leasing consultant offer options?Yes5/5
  • Did the leasing consultant confirm they had handled your objection?Yes5/5
  •  Total: 25/25
    25
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Vercy acknowledged all of my concerns including parking and the lack of a dishwasher in the unit that she showed me. She also let me know that some of the renovated units would have dishwashers so she definitely handled my objections. She also discussed some of the other communities managed by the same company that had more amenities. Vercy did not specifically confirm that she handled my objections but she provided so many solutions that it was clear my objections had been handled.

Closing

  • Was urgency created during the presentation?Yes5/5
  • Did the leasing consultant attempt a pre-close / review of features and benefits you stated were important to you and ask if there was anything they had missed?Yes5/5
  • Did the leasing consultant ask you to apply today?No0/5
  • "Did the leasing consultant attempt a second close after handling any follow up objections? Answer NA if you did not give any follow up objections."No0/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?N/A5/5
  •  Total: 15/25
    15
    60

Comment (You must provide a brief summary under each category. This section is mandatory.):

Urgency was created during the presentation when Vercy let me know that a lot of the upcoming available apartments had already been pre-leased. Vercy mentioned that I could come back to the office if I was interested in signing a lease. I didn't really feel like Vercy attempted a second close. She knew that the apartment that we toured wasn't exactly what I was looking (no updates and it was on the ground floor) for but she wanted me to get an idea of size and layout. Vercy did send me photos of the renovations but we did not set a return appointment time because the time frame for the renovated apartments to be available was months away.

Onsite Professionalism

  • Was the leasing consultant enthusiastic?Yes4/4
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant create rapport during the presentation?Yes4/4
  • Was the leasing consultant polite and sincere?Yes2/2
  • Was the leasing consultant dressed appropriately?Yes2/2
  • Was your name used frequently during the presentation?Yes2/2
  • Did the leasing consultant try to discover your needs or desires throughout the presentation?Yes2/2
  • Did the leasing consultant introduce you to other staff or point them out if they were not within range to be introduced?Yes2/2
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Vercy was incredibly enthusiastic and her presentation was very natural. We chatted extensively about the surrounding the area. Vercy created a ton of rapport during the presentation. She was extremely knowledgeable about the community and the amenities in the surrounding neighborhood. Vercy was very personable and sincere. She talked about how lovely some of the tenants in the community were. Vercy was dressed in business casual clothes and was very professional. She did a good job of discovering my needs and we had a very natural conversation about the surrounding community. She introduced me to one of the maintenance guys during the tour.

Fair Housing Awareness

  • Did the leasing professional refrain from asking any discriminatory questions (based upon protected classes)?Yes5/5
  • Did the leasing professional refrain from steering you to a certain size unit or part of the community, building, or floor?Yes5/5
  • Did the leasing professional refrain from practicing any delay tactics that would frustrate a person from pursuing a rental?Yes5/5
  • Did the leasing professional supply rental information, such as rental rates?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Vercy did not ask any discriminatory questions during the tour. I did not feel steered to a particular part of the community or apartment size during the tour. No delay tactics were used during the tour and I was not frustrated at all touring with Vercy. She supplied me with rental rates for the apartment that we toured as well as rental rates for the apartments that would be coming available soon.

Follow Up - 24 hours

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?Yes10/10
  • Did the leasing consultant follow up again within 3 business days?No0/5
  •  Total: 10/15
    10
    66.67

Comment (You must provide a brief summary under each category. This section is mandatory.):

I received a followup email the very next day around noon.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 90%
Total Score: 0%

General Questions