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Report For Mario Pemberton at Fairway Hills

Report For Mario Pemberton at Fairway Hills

0%
Current Score
94.73%
Average Score
  • 97%
    1-27-2019
  • 93%
    02-28-2020
  • 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?No0/3
  • 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?N/A3/3
  • 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.):

PREFACE: The phone call is from a different shopper then the onsite shopper. The onsite shopper rushed the phone call which was cause to re-do the phone portion of this shop.

After the first ring, Mario answered with the name of the community but he did not introduce himself. I told him I was checking on availability of their apartments. He asked for my first name and my phone number. I told him I needed either a one or two bedroom depending upon price and size. He asked how I heard about them. He asked me if I had seen any prices on the website and I told him I wasn’t in front of a computer.

Mario proceeded to ask me many qualifying questions such as pets, number of occupants, floor preference and apartment amenities. He did a good job at narrowing down my apartment search to a bottom floor in the front that was renovated. He gave me the price and he was excited about the special he could offer me to further reduce my price.

Mario addressed the issue of not having washer and dryers in the unit. He assured me that all buildings have a laundry room. So, if I wanted the bottom floor, I would be close to the laundry room. He told me that water, trash, and sew was included in the rent. He asked if I still wanted prices on a two-bedroom apartment. I declined and said I was very interested in the one-bedroom was had discussed. He then invited me in for a tour that same day. I said I would be there tomorrow and I would call in the morning to let them know when I would be there. Mario said he would not be there but Pam would be glad to help me. He thanked me for calling and the call ended.

As the call picked up a good pace and Mario was obviously building rapport he missed the opportunity to ask where I was currently living and why I was moving.

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?No0/0
  • Was your first impression of the community and curb appeal a positive one?No0/0
  •  Total: 0/0
    0
    NAN

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

When I arrived at community, I could easily navigate the property. The landscaping was well kept. However, the upkeep of the units facing the garage was notable because there was a lot of storage on balconies facing the parking garage, which looked unattractive.

I got out of my car and stood at the door for three minutes, ringing the bell that said 'Model'. No one answered. A minute later, a male Leasing Consultant opened the door. I said I was looking for the leasing office, and he said, "Yes, follow me here." We walked up some stairs, and he pointed to the rental office, opened the door, and said, "Take a seat. I will be right with you." I asked, "Are you Mario?" He said, "Oh, yes. I was in the middle of checking out the vacant property upstairs. Can you give me a minute?"

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?No0/0
  • Did the Leasing Professional introduce him/herself?No0/3
  • 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? No0/0
  • Did the Leasing Professional remember your telephone call?Yes0/0
  • Did the Leasing Professional have previous information on you readily available?Yes0/0
  •  Total: 15/19
    15
    78.95

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

Mario greeted me with a smile but did not shake my hand. I waited in the office alone for about a minute, and Mario came back in the office and said, "Okay. All right, so I have information for you. He didn’t introduce himself but he acted like he knew we had just talked on the phone yet he didn’t ask for my name right away to confirm who I was. You said you wanted to move in 30 days?

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?Yes2/2
  • 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?Yes2/2
  • Did the Leasing Professional identify where you live now?No0/1
  • Did the Leasing Professional ask why you were moving?No0/2
  • 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
  •  Total: 23/26
    23
    88.46

Comments on Qualifying Needs. :

I did not observe a guest card when I was sitting with Mario only until he began a new one since he could not find the one he filled out while we were on the phone. He never asked me where I currently lived or why I was moving.

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?Yes1/1
  • Did the Leasing Professional discuss the minimal charge for water or point out that there is free water included?Yes2/2
  • 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. Yes1/1
  •  Total: 18/19
    18
    94.74

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

I waited in the office alone for about a minute, and Mario came back in the office and said, "Okay. All right, so I have information for you. He didn’t introduce himself but he acted like he knew we had just talked on the phone yet he didn’t ask for my name right away to confirm who I was. You said you wanted to move in 30 days? I have a vacant you can look at. This is the model, and I have two vacants you can look at." I asked for him to just go back over what the pricing stated on the phone, and he began to break down the pricing again. He showed me a map and explained the layout, pricing, and specials. He said he would not go with me to see the vacant so I declined to go by myself.

Mario mentioned water, parking, and trash were included, and I had to pay for BGE. He went over what was required for the application process and deposit, discussing credit scores, income, and rental history. He said it was $25 for the application fee and discussed the materials needed to apply. He asked if the apartment was just for me. He asked if I wanted to go take a look.

I asked about the model we were in and he walked me through it. He said it was a two-bedroom, and the one- and two-bedrooms had the same layout. He reviewed the details of the lighting, bedroom sizes and kitchen upgrades. I asked him about walk-in closets, and he said he could show me. I mentioned that closet space was important to me but that we had not discussed in on the call. He said they had walk-in closets. Mario said they did not have a gym but the Columbia Association was not far away and he explained that facility. He also told me about the laundry rooms in each building.

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. No0/3
  • 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.)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?Yes0/0
  • 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: 27/30
    27
    90

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.):

Mario tried to take me on the tour of vacant so he could gain my interest. he gave me brochure information. I asked for a card, he gave me one,. he really did not try to close he just went over what was needed for application process. He asked if he could follow up with me and he did.

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).:

he said he has never experience it or have he ever had any one who has persaonally experience it. he did mention they have resident control access doors. and broke down the keys. i asked about security he says they do not have courtesy patrol and that they dont have a need to have any.

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.:

2/29/2020 3:50pm

Performance Evaluation

Total Phone Score: 97%
On Site Score: 89%
Total Score: 0%

General Questions