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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?No0/5
  • Did the Leasing Consultant determine if you had any pets?No0/5
  • 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)?No0/5
  • 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?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?Yes3/3
  • Based on the Leasing Professional's presentation, were you motivated to visit the community? Yes10/10
  •  Total: 85/100
    85
    85

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

The phone was answered on the fourth ring by the agent with the greeting, "Thanks for calling the Bluffs at the Fairway Hills. This Linwood. How can I help you?" I greeted him in return and then told him I was interested in an apartment and the community. He responded by asking again how he could be of assistance. I said I was looking for something around February 15, 2020. He inquired about the size of the unit I was looking for, and I responded I needed a one-bedroom unit. He immediately told me he had a unit available on the ground floor that was newly renovated and rented for $1,317 per month. He did not discuss specific features of the apartment or community. He informed me it was on special, and $350 was waived from the first month's rent. Linwood did not ask qualifying questions, such as the number of occupants, pets or specific needs. The website was not mentioned.

Linwood invited me to visit by telling me that he would be available until 6:00 PM that same day. I gave him the time I would be there. He informed me he would be the agent on duty and informed me of his name again. He asked for my first name and phone number but not an email address. He asked what was bringing me to the area, and I said work. Linwood asked if I knew how to get to the community. I said I did not and would use GPS. He gave me the address to the community. He asked how I heard of the community.

Linwood gave me instructions on using the intercom system and told me he would see me at my tour time. He repeated his name. I thanked him for his time, and we ended the call. Throughout the conversation, Linwood was upbeat. He used my name in conversation after he learned it.

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
  •  Total: 0/0
    0
    NAN

Please tell us your observation of the community below in the comment box. :

The community signs were easily noticeable from the main roads. They were in good condition as well. The grounds were well kept and free of debris. There were no overflowing trash cans. The office was neat and clean. It was warm and inviting.

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?N/A2/2
  • Did the Leasing Professional shake your hand?Yes0/0
  • Did the Leasing Professional introduce him/herself?Yes3/3
  • Did the Leasing Professional obtain your name during the visit?Yes2/2
  • Did the Leasing Professional continue to use your name in the conversation?No0/1
  • 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? Yes0/0
  • Did the Leasing Professional remember your telephone call?Yes0/0
  • Did the Leasing Professional have previous information on you readily available?Yes0/0
  •  Total: 18/19
    18
    94.74

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

I was greeted as soon as I entered the leasing office. Linwood motioned me over and asked how he could be of assistance. I told him I was looking for Linwood. He asked for my name, and I informed him. My name was not used in conversation. He remembered my call and told me to have a seat while he attended to the resident at his desk. I sat down, and he continued to attend to the individual at his desk. He attended to me a few minutes later.

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?No0/2
  • Did the Leasing Professional identify phone number?Yes2/2
  • Did the Leasing Professional identify price range or budget?Yes1/1
  • Did the Leasing Professional identify if you have any pets?No0/2
  • Did the Leasing Professional identify where you live now?No0/1
  • 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.)?No0/2
  • 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.)No0/3
  • 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
  •  Total: 16/26
    16
    61.54

Comments on Qualifying Needs. :

Linwood looked over the guest card and confirmed the need for the unit size mentioned over the phone. He then got up to get keys, told me he would not be going with me and asked for my ID to copy it. He said he wanted me to be able to see the unit before the weather became bad. He did not ask for the number of occupants, pets, where I currently lived or any specific preferences other than unit size.

I inquired about the leasing office being a one-bedroom unit and was told it was a two-bedroom. Linwood discussed the differences between a one-bedroom and a two-bedroom using the model. The main difference was the closets, but the bedroom space was the same. He mentioned a few things about the vacant unit, saying that it was recently renovated and an easy-access unit. The bathroom was larger, and the lights were placed a little lower. He said the kitchen had been renovated. He developed rapport later when we talked about the stairs and my allergies.

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?Yes2/2
  • Did the Leasing Professional mention our Resident Services department and our 24 hour emergency maintenance?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?No0/2
  • Did the Leasing Professional show a model apartment that was clean and neat? 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. No0/1
  •  Total: 14/19
    14
    73.68

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

Linwood described the units but did not actively tour them with me. He had me visit a vacant unit. He used the leasing office to explain the layout of the apartments. The apartments I viewed were clean and maintained.

When I returned to the office after touring the units alone, Linwood asked my opinion. He overcame my objection about the limited counter space by explaining that the units without a pantry would have more counter space. He described this using the leasing office. We did not talk about the neighborhood or the management services. He did not discuss water charges and did not attempt to close until the end.

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? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. 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? No0/0
  • 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.)No0/0
  • 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?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?No0/2
  •  Total: 28/30
    28
    93.33

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 went over the leasing process, explaining the $25 application fee, security deposit and time to make a decision. After he asked me to apply, I declined and told him that I had other properties to look at. He created urgency by stating that prices changed, and he could not hold the unit. He compared this community to neighboring communities, explaining the price couldn't be beat due to what they had to offer.

Linwood provided advice to make sure I was looking at amenity fees, which could be included in the rent. He then gave me brochures with pricing information and his card. He wrote down the price of $1,317 on the collateral. Linwood mentioned he would be back on Friday. He did not mention the website or ask to keep in touch.

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?", Did the Leasing Professional respond appropriately?Yes0/0
  •  Total: 0/0
    0
    NAN

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

Linwood jokingly said that it was safe as anywhere else, and he really couldn't answer the question due to Fair Housing laws. He explained how he lived on the property and felt safe enough to leave his musical equipment in his car overnight.

Follow- Up - 5 possible points

  • Did the Leasing Professional follow-up by telephone within 2 days?Yes5/5
  •  Total: 5/5
    5
    100

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

I did receive a call from another agent 2 days later.

Performance Evaluation

Total Phone Score: 85%
On Site Score: 82%
Total Score: 0%

General Questions