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Report For Linwood Battle at Fairway Hills

Report For Linwood Battle at Fairway Hills

0%
Current Score
89.81%
Average Score
  • 94%
    01-11-2019
  • 83%
    2-4-2020
  • 92%
    10-11-2020
  • 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?Yes0/0
  • 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?Yes3/3
  • 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?No0/3
  • 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.):

Linwood answered the phone and gave the name of the community. He DID NOT state his name. He asked for my name and eventually introduced himself by name. He also used my name throughout the conversation. Linwood asked for my phone number, he asked for the number of occupants, move in date and he also qualified me for pets. He asked for my specific needs and I let him know that I was looking for a 1-2 bedroom with updated kitchen and bath on a higher floor, not the ground floor. Linwood created a sense of urgency by letting me know about the current specials and he also invited me to visit the community. I scheduled an appointment for later that same day. He did not offer directions to the community and I had to call back to confirm the actual address before my arrival.

Based on his phone presentation I was definitely interested in visiting 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. The signs were very clear and in very good condition. The signage was also abundant and I found the leasing office easily. The lawns and landscaping were all very neat and well maintained. The grounds were also free of trash. Overall the outdoor area was in very good condition and free of trash. The leasing office was clean and orderly and communicated a warm welcome. My first impression of the community including the curb appeal was a positive one. It seemed like a very nice place to call home.
  •  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.)Yes0/0
  •  Total: 20/20
    20
    100

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

Linwood was working with another couple when I arrived but he greeted me with a smile and asked me if I wouldn't mind waiting and I took a seat on the sofa. When it was my turn Linwood stood to greet me and shook my hand. He introduced himself and invited me to have a seat in front of his desk. He did obtain my name during my visit and he used it throughout the conversation. My first impression with Linwood was very positive. He seemed like a nice guy who was knowledgeable about the community. He took his time to understand my needs and show me everything that was available and fit my criteria. Linwood had on a sweater with the company logo but no name tag. He seemed to remember my phone call and seemed to be anticipating my arrival. He had information from our phone call ready when we met.

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?Yes2/2
  • 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?Yes1/1
  • Did the Leasing Professional ask why you were moving?Yes2/2
  • 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). Yes2/2
  • 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/A2/2
  •  Total: 26/26
    26
    100

Comments on Qualifying Needs. :

Linwood had a paper guest card with my info on it when I arrived. He asked me how I heard about the community and I let him know that I found it on apartments.com Linwood also reviewed the apartment size that I had specified, move in date, number of occupants and he qualified me for pets. He asked me where I was currently living and I told him that I was living in the city and I wanted to relocate to the county for safety reasons. We went over my needs that included a two bedroom apartment with an updated kitchen and bath on an upper floor. He showed me the leasing office/model and discussed the classic features vs the updated features. I toured the model and not a vacant apartment so he did not ask for my ID.

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?Yes1/1
  • 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?Yes1/1
  • 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. Yes3/3
  • Did the Leasing Professional effectively overcome your objection(s)? Please explain in the comment box at the end of the section. Yes4/4
  • 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: 15/19
    15
    78.95

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

Linwood seemed to be in control of the tour and was kind, patient, and enthusiastic. Linwood did not offer to show me a site plan but he did mention that he lived on premises and how responsive management was to any needs that the tenants may have. We also discussed the benefits of living in Columbia and all of the amenities that Columbia was known for. Linwood toured the leasing office that was a two bedroom unit so it was very easy to envision an actual apartment.

He let me know that trash and sewer charges or parking fees with 24-hour laundry in every building. Linwood did overcome my objections and provided me with several options that fit my criteria including a two bedroom apartment that had updates and no ground floor apartments. I can't say that Linwood used any closing questions earlier in the presentation and did not push very hard to close me.

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?Yes3/3
  • Did the Leasing Professional mention current specials?Yes0/0
  • Did the Leasing Professional attempt any of the following closes? The closes listed below are worth 5 points each; however, a maximum of 10 points can be earned if the leasing consultant asked two of the four questions. If two of the four questions were answered, then check “Yes” in this box for 10 points. If no, then check this box “No” and no points will be earned. Yes10/10
  • Did the Leasing Professional ask you to fill out an application?Yes0/0
  • Did the Leasing Professional ask you question that generated a yes or no answer?Yes0/0
  • Did the Leasing Professional use assumptive phrases (ex: "your apartment", "you'll love living here", etc.?No0/0
  • Did the Leasing Professional use a closing technique not listed above? (Please specify in the comment box at the end of the section.)Yes0/0
  • Did the Leasing Professional attempt to schedule another visit to the community?Yes2/2
  • 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?Yes10/10
  • If unable to meet your needs, did the Leasing Professional refer you to another community?No0/0
  • 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: 30/30
    30
    100

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.):

Linwood discussed the current rental rates with confidence and he created a sense of urgency by letting me know that the specials changed all of the time and may not be available in a week. Linwood did invite me to start the application process and I declined. Linwood also let me know that I could schedule another visit whenever I was ready.

Linwood provided me with a folder containing his card, info about the community including floor plans and an area map. Based on his presentation I would have leased an apartment. Linwood showed me the two bedroom leasing office and the amenities shown and described did meet my needs.

Overall, nothing extraordinary happened during the tour but Linwood was easygoing and knowledgeable about the community. He did ask for permission to follow up with me at the end of the tour.

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).:

When I asked about security Linwood told me that safety was an individual determination and encouraged me to drive around to get a true feel. Nothing Linwood did could have been perceived as discriminatory.

Follow- Up - 5 possible points

  • Did the Leasing Professional follow-up by telephone within 2 days?No0/5
  •  Total: 0/5
    0
    0

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

I did not receive a follow-up call at all.

Performance Evaluation

Total Phone Score: 97%
On Site Score: 91%
Total Score: 0%

General Questions