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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.):

After the 2nd ring... “Good afternoon thank you for calling Jefferson House and Falls Court, Verse.” I told her I was looking for an apartment. She asked which property and I told her Falls Court. I told her Falls Court. She immediately seemed to be impatient with me. She asked me which size and when was I looking to move. I told her by the 15th of December. She asked for my name and I told her Chrissy. She re-introduced herself. She said they did have a two bedroom for December 15th, and it was $1,040 which included heat, water, parking and I would be responsible for electricity and cooking gas.

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?No0/2
  • Did the leasing consultant qualify for pets?No0/2
  • Did the leasing consultant identify your reason for moving?No0/1
  • Did the leasing consultant ask how you heard of the property?No0/2
  •  Total: 6/13
    6
    46.15

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

After the 2nd ring... “Good afternoon thank you for calling Jefferson House and Falls Court, Verse.” I told her I was looking for an apartment. She asked which property and I told her Falls Court. I told her Falls Court. She immediately seemed to be impatient with me. She asked me which size and when was I looking to move. I told her by the 15th of December. She asked for my name and I told her Chrissy. She re-introduced herself. She said they did have a two bedroom for December 15th, and it was $1,040 which included heat, water, parking and I would be responsible for electricity and cooking gas.

She invited me in for a tour. We agreed on 2:30pm the following day. She asked for my full name and phone number and I gave her 443-928-1946. She asked me to write down the address she gave me. She gave me landmarks to look for.

On 11/14/2018, Vercilla called me in the morning to reschedule our appointment for another day. She said she had to cover for another property. We reschedule for Friday, 11/16/2018 at 11:00am. I called Vercilla on 11/16/18 and before our 11:00am appointment to confirm our time.


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?No0/5
  • Did the leasing consultant ask you what features are most important to you in your apartment home?No0/5
  • Did the leasing consultant ask what features/amenities are important to you in your community?No0/5
  • Did the leasing consultant ask if you had looked at the community online?No0/5
  • 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?No0/5
  • Did the leasing consultant ask if you had a preference in location (for example: floor level, view, sunlight, etc.) for your apartment home?No0/5
  • Did the leasing consultant ask what interests you about the local area?No0/5
  • Did the leasing consultant ask you "what else" or encourage you to expand on any of your answers?No0/5
  •  Total: 0/40
    0
    0

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

No Discovery quesitons were asked. The call only lasted 2 minutes and 49 seconds.

Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.No0/5
  • 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. No0/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.Yes3/3
  •  Total: 3/10
    3
    30

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

Vercilla gave me the price and didn't ask if that met my price range.

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.):

She invited me in for a tour. We agreed on 2:30pm the following day. She asked for my full name and phone number and I gave her 443-928-1946. She asked me to write down the address she gave me. She gave me landmarks to look for.

I reconfirmed the time and day and she agreed. The call ended.

Telephone Closing Comments

  • Was your appointment time repeated back to you?Yes4/4
  • Were you asked for your phone number AND email address?No0/4
  • Were you thanked for calling and given a friendly "good-bye"?Yes2/2
  •  Total: 6/10
    6
    60

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

She did not ask for my email address.

Telephone Professionalism

  • Was a sense of rapport created?No0/2
  • 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: 8/10
    8
    80

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

Vercilla was cordial and professional. She seemed to be short with me.

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?No0/5
  • Did the leasing consultant demonstrate an eagerness to help you?Yes5/5
  • Did the leasing consultant ask permission to review your needs?Yes5/5
  •  Total: 15/20
    15
    75

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

I entered the leasing office. Vercilla appeared from the restroom. She said, “hello” and apologized and said she had to use the restroom. She asked me to have a seat. She offered me a refreshment. She asked if I was Chrissy and I confirmed but she never introduced herself.

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?Yes1/1
  •  Total: 10/12
    10
    83.33

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

She retrieved my guest card and sat at her desk. She recapped my move date, apartment size, number of occupants, and any pets. When I told her my son, she did ask his age and he was under 18 years old. She asked me if I had a price point and floor preference. She wanted to know what type of floor I desired. She asked what I desired in my apartment and community. She asked me why I was moving.

She told me where we would be headed to look at a vacant. She had a two-bedroom vacancy at another community she described to me. I asked if it was safe at this other community and she said I could check with the local police department on the immediate area. I asked if their buildings were non- smoking and she said they were but at times people break the rules and when it is brought to their attention, they do not renew that tenant.

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?No0/5
  • Were the things you would like to change about where you currently live reviewed?No0/5
  • Was what interested you about the local area reviewed?No0/5
  • Did the leasing consultant ask you "what else" or encourage you to clarify or expand on any of your answers?N/A5/5
  •  Total: 25/40
    25
    62.5

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

Vercilla did not ask all the Discovery questions. She stayed focused more on what she had to show me and describing the difference between the two communities.

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.N/A2/2
  • 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"No0/1
  • 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: 21/22
    21
    95.45

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

Vercilla told me where we would be headed to look at a vacant. She had a two-bedroom vacancy at another community she described to me. I asked if it was safe at this other community and she said I could check with the local police department for the immediate area. I asked if their buildings were non- smoking and she said they were but at times people break the rules and when it is brought to their attention, they do not renew that tenant.

I asked if they had an apartment I could see at the building we were in and Vercilla told me she had a one bedroom to show me. She got the keys and we walked to the vacant. She did not ask me for my ID before the tour. Vercilla shared a personal snow story with me as we walked to the vacant. It made me feel more at ease in conversation.

As we approached the building, she told me about the controlled access to the building. We entered the vacant and it was under construction. Some walls had been ripped out. She told me the previous family had a baby and they moved to a bigger apartment and management was renovating this existing unit. I asked if she had any problem with asbestos given the age of the community as I looked at the walls half torn out. She said they must pass led inspection before they allow anyone to move in.

I asked if they had a gym and Vercilla told me not yet, but they are working on a partnership with some of the local gyms.

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..."N/A5/5
  • 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?N/A5/5
  •  Total: 25/25
    25
    100

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

I asked if their buildings were non- smoking and she said they were but at times people break the rules and when it is brought to their attention, they do not renew that tenant. Later, I asked if she had any problem with asbestos given the age of the community. She said they must pass led inspection before they allow anyone to move in. I then asked if they had a gym and Vercilla told me not yet, but they are working on a partnership with some of the local gyms.

Vercilla had a reasonable and satisfying answer for all my objections.

Closing

  • Was urgency created during the presentation?No0/5
  • 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?No0/5
  • 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."N/A5/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?No0/5
  •  Total: 5/25
    5
    20

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

On the way out, she asked me if I had been to the Fox Building and she described it with giving me the history. She also suggested Clipper Mill because each had a pool and a gym. She highly suggested I visit those two properties. Vercilla did not try to close me at any point in the tour.

Vercilla did not invite me back into the leasing office. She thanked me for coming and we said our goodbyes in the parking lot. I felt she assumed that this was not the community for me and didn't make an effort to close me. The entire tour only lasted for 15 minutes.

Onsite Professionalism

  • Was the leasing consultant enthusiastic?N/A4/4
  • 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?No0/2
  • Did the leasing consultant try to discover your needs or desires throughout the presentation?No0/2
  • Did the leasing consultant introduce you to other staff or point them out if they were not within range to be introduced?N/A2/2
  •  Total: 16/20
    16
    80

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

Vercilla was very nice and matter-of-fact. I wouldn't describe her demeanor as enthusiastic. She seems to be a serious person. If she had asked me more about my current living situation she would have understood my sense of urgency to find an apartment.

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.):

I asked if it was safe at this other community and she said I could check with the local police department on the immediate area.

Follow Up - 24 hours

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?No0/10
  • Did the leasing consultant follow up again within 3 business days?No0/5
  •  Total: 0/15
    0
    0

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

Vercilla did not follow up by phone or email.

Performance Evaluation

Total Phone Score: 49%
On Site Score: 69%
Total Score: 0%

General Questions