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Report For Barbara Wurzberger at Bay Hills

Report For Barbara Wurzberger at Bay Hills

0%
Current Score
94.79%
Average Score
  • 95%
    12-17-2018
  • 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
  • Did the leasing consultant ask for your name?Yes1/1
  • Did the leasing consultant use your name throughout the conversation?Yes1/1
  • Did the leasing consultant ask you how you heard about the community?Yes1/1
  • 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?No0/1
  • 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? Yes1/1
  • Did the Leasing Consultant describe the apartment features?Yes1/1
  • Did the Leasing Consultant describe the community amenities or local area conveniences?Yes1/1
  • 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: 28/29
    28
    96.55

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): :

Barbara answered the phone with the community name followed by her name. She also asked who she had the pleasure of speaking with. She was very welcoming and professional over the phone. She put me at a sense of ease.

Barbara was very pleasant over the phone. She asked me a number of questions to best understand my needs in an apartment. She asked me when I was looking to move, the size apartment needed, if I had any pets, the number of occupants, and if I had a preference for washer and dryer in the unit. Additionally, She verified my phone number, as well as asked me how I found out about the property. Barbara was able to find an apartment that fit my needs. She described the features in the apartment and made me aware of the price. She also let me know that the property had a preferred employers' program. Based on my response, I qualified for the discount. She invited me to come in to view the model and I made an appointment for that same day.

The call was brief lasting just under 3:00 minutes.

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?No0/0
  • 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?No0/0
  • Were laundry rooms neat and clean? N/A0/0
  • 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 property was very easy to locate off of the main street. There were many signs directing people on how to get into the property. I followed the signs and could easily get into the property. Once inside the property, there were also several signs pointing people to the leasing office. There was ample parking throughout the community and the grounds were immaculate. I did not see any trash or debris on the property and it was a very quiet area. Once inside the leasing office, I noticed that it was very nicely decorated in Christmas decor. It gave a very warm feeling to the office. I had a very good first impression of the property.

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?N/A1/1
  • 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? :

Upon entering the leasing office, Barbara came out from her office to greet me with a smile. She seemed very happy to see me and welcomed me instantly. She was professionally dressed in a blouse with snacks. She took me back to her office where she had started a guest card for me over the phone. Barbara did not introduce herself. She made an assumption that I knew it was her from our phone conversation an hour earlier.

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?Yes1/1
  • Did the Leasing Consultant ask or confirm the size apartment you needed?Yes2/2
  • Did the Leasing Consultant ask or confirm your current address?No0/0
  • Did the Leasing Consultant ask or confirm why you are moving? No0/1
  •  Total: 7/8
    7
    87.5

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

Barbara reviewed with me a lot of the information that we discussed over the phone. She asked about the size apartment I needed, my move in date, pets, number of occupants, and special features. She did ask over the phone how I had heard about the community. She did not ask where I currently lived or why I was moving. This would have created more rapport and it would have helped her learn more about my apartment search.

Demonstration

  • Did you see a MODEL or a VACANT?Yes0/0
  • Was a convenient route taken to the vacant/model apartment? Yes1/1
  • Were any energy saving features discussed and/or explained? (i.e. New HVAC system; LED Bulbs; and/or electrical outlets). No0/1
  • 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?No0/2
  • Did the Leasing Consultant mention maintenance and their quick response?No0/2
  • 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: 15/20
    15
    75

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

Barbara walked me through the two bedroom model. It was staged very well and was inviting. She was very thorough with taking me through every room and discussing the features and benefits. She would also point out differences in what we were viewing versus the available apartment. She was very passionate about what the community had to offer. Additionally, she discussed with me the community's amenities, such as the fitness center ( which she took me to view), the dog park, and the playground. She also told me about the neighborhood restaurants and shops.

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?Yes10/10
  • 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/A1/1
  • Were you given a brochure?Yes1/1
  • Were you give an application? N/A1/1
  • 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?Yes4/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?Yes5/5
  •  Total: 32/35
    32
    91.43

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

After returning to the office, Barbara reviewed the availability with me once again. She let me know that the property doesn't have much coming available so that I should try and make a decision before the apartment was gone. She did ask me if I wanted to apply that day and I declined. She said that she would put my information into the system so that we could stay in touch. She did make sure to inform me about the application process and what all was needed when I did choose to apply.

Lastly, she provided me with a folder that included her business card, a listing of the property's amenities, and various floor plans. I do believe she put forth her best sales effort.

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?" Yes0/0
  • 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?" :

When asked if residents ever had safety concerns, she responded, "no- that it was very rare". When asked if many children lived in the complex, she said she could not answer that due to Fair Housing Laws.

Performance Evaluation

Total Phone Score: 97%
On Site Score: 87%
Total Score: 0%

General Questions