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Report For Kandi Ball at Fairway Hills

Report For Kandi Ball at Fairway Hills

0%
Current Score
97%
Average Score
  • 97%
    7-21-2019
  • 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?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: 100/100
    100
    100

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

Kandi politely answered the phone within three rings. She said, "Thank you for calling the Bluffs at Fairway Hills. This is Kandi. With whom do I have the pleasure of speaking? “I stated my name and said that I was calling to check on the availability of the two bedrooms. With a sense of urgency, she immediately asked when I was looking to move. I replied within the next month because my lease would be ending on August 15th. Kandi asked how many occupants and if I would be bringing any pets. I responded that it would be me alone and that I did not have any pets. She also asked if there was anything specific that I was looking for, like level preferences or special features. I let her know that I did prefer a top floor unit.

Kandi asked for my phone number. She made a point to introduce herself and give me her name again. After checking, she said that the next two-bedroom availability would not be until September 12th and asked if that would be too late for my time frame. I said that it could work because I had the possibility of going on a month-to-month lease.

Next, she quoted the price as $1,418 and asked if that was in my price range. I said that it was, as I didn't want to go over $1,500. Kandi asked me if I would like to come in for a tour that day and told me that they closed at 5:00 PM. We agreed on me coming in about an hour. She proceeded to give me the address and directions. I said I was familiar with the area and that the address was fine because I was going to put it in my navigation. She also let me know that the application fee was $25, payable by cards and no cash.

Before closing, Kandi confirmed the availability date as September 12th and she even made a point to refer to me by name. From Kandi's tone, I gathered that she was eager to assist me. She kindly said that she would be looking forward to seeing me and that she would have all my information out and ready. Her voice was very welcoming, and I was definitely looking forward to meeting Kandi and seeing the property.

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 property was very easy to locate. There was a very big sign which was visible from the street. It was very nice and even had a savings call out on the top. There was additional signs inside the property which easily lead right to the leasing office. The property was well maintained. The parking lot and grounds was free from trash and the landscaping was nice. Upon entering the leasing office, it was very clean, neat and organized. Overall, it was decorated nicely and very welcoming. My first impression of the property was definitely a good one.
  •  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?Yes3/3
  • Did the Leasing Professional shake your hand?Yes0/0
  • 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?Yes2/2
  • 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
  • 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.)N/A0/0
  •  Total: 20/20
    20
    100

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

I walked into the office and immediately said that I had called about seeing the model. She smiled, stood and introduced herself and offered me to take a seat. She asked my name and had my information ready. She remembered the details from our call. Within 30 seconds, we were already on the tour.

Kandi again let me know the price was $1,418 as she began to show me around. Kandi not only looked professional, but also had the attitude to match. She was quick, but thorough. I didn't feel rushed and I felt like all my questions were answered. Throughout the tour Kandi referred to me by name several times and her presentation did not seem at all scripted.

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?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
  • Did the Leasing Professional make a photocopy of your identification before giving you keys to a vacant apartment? N/A2/2
  •  Total: 23/26
    23
    88.46

Comments on Qualifying Needs. :

After the tour, Kandi referred to my guest card which she had already filled out during the initial call. During the tour, Kandi verified the basic information from the guest card such as apartment size, move in date, occupants, and preferences. She did a good job of explaining the apartment features and did not leave much for me to question. Kandi gave her best effort to meet my needs. She was friendly and personable and shared a little of her own experience living on the property, which established a professional rapport.

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?No0/1
  • 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. Yes2/2
  •  Total: 16/19
    16
    84.21

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

I walked into the office and immediately said that I had called about seeing the model. She smiled, stood and introduced herself and offered me to take a seat. She asked my name and had my information ready. Within 30 seconds we were already on the tour. Kandi was enthusiastic and lead the tour with ease. Kandi again let me know the price was $1,418 as she began to show me around. We started in the living room, where she described the features like the breakfast bar and the sliding glass door patio. She remembered that the she was aware of my top floor preference but stated that the apartment available in September would be a middle floor. It was at that time I took the opportunity to ask a fair housing question. I asked Kandi if there were any buildings without kids and she said that was not allowed.

We moved on to the kitchen and she described it as a classic, although different models offered different style kitchen types she explained. In the renovated kitchen, some of the key differences were a microwave above the stove, black appliances, updated cabinetry and faux marble counter tops.

Next, we moved to the bathroom and then to the bedrooms. Kandi pointed out features like the wall to wall closets and mentioned the free storage unit. She added value by letting me know that she lived on the property and was able to save $80 on monthly storage because of the free storage unit. She also let me know that there was a laundry room and storage room on the bottom floor of every building, and she showed me.

Kandi asked me if I had any questions. I asked about parking and safety and she answered appropriately. She said that Henderson Webb had properties all over, had been in business for over 75 years and that all the properties were nice.

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? Yes0/0
  • Did the Leasing Professional use assumptive phrases (ex: "your apartment", "you'll love living here", etc.?Yes0/0
  • 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?N/A2/2
  • 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?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.):

We began to walk back to the leasing office and Kandi explained the security deposit, which ranged from $250 up to two months’ rent based on credit and rental history. She asked me about my income, credit and rental history and began to calculate. Kandi quoted the application fee as $25 and said that the current special waived half off the first month's rent. She asked me if I wanted to apply and I said that I wanted to look at a few other properties first. Kandi stressed a sense of urgency and let me know that during the summer months the apartments tended to rent faster. Kandi also said that there was no water bill and that I only would pay rent and electricity.

Before closing, she gave me her business card and some marketing material and even wrote down the price on to the floor plan. Kandi let me know that someone would follow up with me and see if I had any questions.

Overall, Kandi did great on the tour. I would have rented at Fairway Hills based on her professionalism, knowledge, and kindness.

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?No0/0
  • 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).:

Kandi was very professional and did not make any discriminatory statements or gestures. I asked Kandi if there were any buildings that did not have kids because I would not want noisy tenants over my head. She quickly said that wasn't allowed due to the guidelines of fair housing. She also stated that the company leases to anyone who qualified and that they have the same rules across the board. I did not see any visible Fair Housing signage in the leasing office. When asked if the parking lot was safe, Kandi suggested that I ride around the property at night to see how it looked. She also mentioned that Henderson Webb had properties all over the area. She said they had been in business for over 75 years and that all the properties were nice.

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.:

Kandi did follow up with a nice voicemail the very next day after my tour. She thanked me for coming in and wanted to know how my apartment search was coming. She also encouraged me to to call with any questions and even gave the phone number. Her tone felt very professional, but genuine.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 94%
Total Score: 0%

General Questions