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Report For Rebecca Walls at Queens Purchase

Report For Rebecca Walls at Queens Purchase

0%
Current Score
90%
Average Score
  • 90%
    1-23-2019
  • 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?No0/3
  • 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: 97/100
    97
    97

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

Rebecca answered after the second ring with "thank you for calling Queens Purchase, this is Rebecca, how can I help you". She answered in a friendly manner. She asked me what size apartment I needed and then gave me the price range for both one and two bedrooms and the square footage of each. She asked if I was bringing any pets, when I told her possibly, she gave me the pet policy, $200 pet fee, $25 per month and 2 cats or 1 dog allowed. She asked me if there were any special features I would want in my apartment. I said I'd like a washer and dryer. She said let me tell you what comes with the apartments to see if I would be interested. She explained the features such as carpet, air conditioning, frost free refrigerators, dishwasher and extra storage. The washer and dryers are on the bottom floor of the buildings. She mentioned that they also have a buzzed entry system. She then asked if I would be interested in making an appointment to look at the apartments. I said yes and asked her if she would be available today, she said yes, we are here until 6:00 pm. She asked me if I had an idea when I would like to come. I said 1:00 pm. She asked if I needed directions and gave them to me from Rte 702.

Rebecca told me to bring my ID if I wanted to look at a vacant and if I wanted to do an application I should bring two pay stubs and $25 application fee. She thanked me for calling and we said our goodbyes.

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 clean, and easy to find where to park with good signage to the leasing office. There was a notice on the entry door on how to gain entry.
  •  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?No0/2
  • 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? 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
  • 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: 18/20
    18
    90

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

I was greeted courteously at the door by Eileen who asked if the intercom worked OK as they barely heard it. Rebecca was sitting at the first desk, I said hi, I have an appointment with Rebecca. Rebecca, stood up and introduced herself. She offered her handshake and said, "it 's nice to meet you" and asked me to have a seat.

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.)?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.)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: 21/26
    21
    80.77

Comments on Qualifying Needs. :

She was dressed business casual in slacks and a top with a company sweater. Eileen asked if I wanted coffee, tea or water.

Rebecca had the partially filled out guest card from our phone conversation. She confirmed if I wanted a one or two bedroom apartment, and if I wanted to look at them first. She was cheerful and friendly. She asked me most of the identifying questions before we took the tour.

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?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?No0/1
  • 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: 12/19
    12
    63.16

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

Rebecca walked me through the model and commented on the size of the closets, the spaciousness of the living, dining and bedrooms. She mentioned that most of the apartments have new appliances and some are black. She described an updated kitchen with the front wall taken out to the living room.

As she led me through each room she pointed out the large size rooms, and large closets. She explained the difference in the updated kitchens and classic style. She demonstrated the bathroom being a roommate style with a door separating the bath area from the sink area and how convenient it could be.

I commented that there was no balcony and she said they have no balconies but they have other properties with them if I was interested. She asked if I were interested in a balcony, I said a patio and she told me there was only a one bedroom on the first floor with a patio.

I mentioned that I didn’t see the washers, she said they are on the bottom floor and are coin operated. She told me how the card system works, you buy a card and load it with cash. She did not show me the laundry room. She showed me the storage area and said I would be surprised how much will fit into one of the bins.

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?No0/3
  • 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 mention current specials?Yes0/0
  • Did the Leasing Professional ask you to fill out an application?No0/0
  • 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.?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.)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?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.):

When we went back to the office she continued to fill out the guest card and asked for my last name. She gave me a folder with her card, floor plans and pet policy. I noticed that on the floor plans they also had one bedrooms with a den, she had not mentioned this. She gave me the available date and price of the one bedroom.

Then she told me they had a special of 1 1/2 off a month's rent. She asked if I minded if they followed up with me. I had told her I would be looking at other apartments and she said that I would see they were the best and biggest so I would be back they would be there until 6:00 pm.

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).:

I asked her about safety at night as sometimes I get home late. She told me she lives on property also and when she is alone she keeps her door locked. She also reiterated the controlled access entry, and added that they have courtesy patrol on the property.

I asked if they have buildings just for smokers/non smokers or adults only. She replied no, they rent to anyone who qualifies.

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.:

Eileen called on 10/25/2019 at 10:30 am to follow up.

Performance Evaluation

Total Phone Score: 97%
On Site Score: 83%
Total Score: 0%

General Questions