Top

Report For Vivian Della at Queens Purchase

Report For Vivian Della at Queens Purchase

0%
Current Score
97.49%
Average Score
  • 97%
    2-14-2020
  • 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?Yes0/0
  • 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.):

Vivian answered the phone within a few rings and politely said "Thank you for calling Queens Purchase, this is Vivian. May I help you?" I stated that I was calling to check on the availability of two bedrooms. She immediately asked when I needed to move. I said my lease would be ending at the end of the month. She quoted the price as $1,027-$1,152. She asked if that was in my price range and I said that it was. Next, she proceeded to get my full name, asked if I had pets (No), and how I heard about the property (Google), occupants (Me only) and phone number and email.

She said Queens Purchase was the largest of the area Henderson Webb properties, offering 960 square feet of living space. She also mentioned the current special of $400 which would be waived off of the first month's rent. She went over the property features like wall to wall carpet, central air and heating, laundry room in every building such as $2 per wash/dry, intercom access, inside mailboxes, water, sewage, trash and parking included. She said I would be responsible for rent, utilities, and cable if desired. She asked my reason for moving and I said I wanted more space.

Vivian discussed the highlights of the area like shopping centers, restaurants, and public transportation. She asked if I had any questions and I said I did not. Next, Vivian invited me in for a tour of the model. We agreed that I would come in that same day at 12:30 pm. Vivian said to bring a $25 non-cash payment application fee in the event that I liked the apartment and wanted to lease that same day. She said that the security deposit would not be due until move in date, but that it would range from $250 up to two month's rent. She asked if my credit was good and I said that it was fair to good. She said typically fair credit would be one month's rent, but reiterated that it would not need to be paid until the move-in date.

Before closing, she confirmed the appointment time, offered directions, and also gave me the address. She advised that I pressed the buzzer for E to be let in the building.

Vivian had a welcoming and kind tone. Based on her call, I was looking forward to meeting her for the tour.

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 property was easily located. There was a visible sign which could be seen from the street. There were also signs which lead right to the leasing office. The property was well maintained. The parking lot and grounds were both free from trash and the landscaping was neat. Upon entering the leasing office, it was very clean, neat and organized.

Overall, the model was decorated nicely and welcoming. My first impression of the property was good.

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?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?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? 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: 19/19
    19
    100

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

I was buzzed in the building buy an agent and I can tell it was Vivian by her voice. I walked into the office and said that I have spoken to Vivian about a two bedroom. She was already standing and smiled and shook my hand and immediately introduced herself as Vivian. She remembered our phone call and addressed me by name. She offered me a seat and immediately began referencing the information from our phone call. Vivian was well dressed and her tone came across as welcoming right from the start. She remembered that I was interested in a two-bedroom and needed to move within the next couple weeks. At that time, she offered me the option to see a vacant, but I opted to just see the model instead. Vivian offered me coffee water, coffee or tea, to which I declined. She asked if I would be interested in leasing that same day and I said I still had some other places to see, so I more than likely would not lease at that time.

Before touring the model, Vivian handed me some marketing material and let me know that she would go over it in more detail after the tour.

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. :

Vivian was ready with my guest card, as my time of arrival was not too long after our phone call. Vivian verified the apartment size (2BR), move in date, price range, and pets. We walked to the model which was nicely decorated and very modern. She pointed out various apartment features like the intercom access system, carpet, kitchen cabinets and appliances and differences between classics and renovated styles, roommate style bathroom, closets, and bedrooms. Vivian personalized the presentation with suggestions on how I could arrange the furniture and closet organization. Vivian also explained the pet policy and said that Queens Purchase would be perfect if I ever decided to get a dog.

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?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: 17/19
    17
    89.47

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

Vivian did a great job at taking control of the presentation and establishing a rapport with me. She was enthusiastic and had asked me to apply early on in the presentation. She also led the conversation in a way that engaged relevant questions which caused me to expand on my needs. She asked where else I was looking and when I said Hartland South, she let me know that she might be able to save me a visit to Hartland by providing me with some additional information. Vivian took that opportunity to give me some background on Henderson Webb and referred to the community map while pointing out all of their properties in the area.

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?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: 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.):

Vivian referred me to the Greens and said I could go there to apply for any of their local properties. As Vivian explained the locations, prices and specials, she wrote it on the appropriate maps. Because I had mentioned looking at Hartland, Vivian gave me specific information on exactly which different leasing offices to go to tour and/or apply. She made sure that I had understood everything because she had relayed a lot of information, not only about Queens purchase but the Hartland's as well.

Vivian explained the application process and fee ($25 non cash) in detail as well as the current special which waived $400 off the first month’ rent. She asked me if I had any questions so I asked what were the zone schools and she knew the names of all - elementary, middle, and high school. At that time, I asked if there were a lot of kids on the property and she politely advised that she could not answer that question due to Fair Housing and that anyone could apply. She made it clear that there were no specific kid buildings.

Before concluding, Vivian mentioned the free storage area in the building as well as the laundry room. She thanked me for stopping in and set me on my way with all the marketing material. She also gave me the business hours (Mon - Sat 10 am - 6 pm and Sun 11 am - 5 pm) and appointment cut off times (Mon - Sat 4:30 pm and Sun 3:30 pm). Before leaving, Vivian again offered me a drink. As I was leaving the office, Vivian made sure it would be okay to follow up.

Overall, Vivian did a great job on the tour and I would have definitely rented an apartment at Queens Purchase or the Hartland's based on her knowledge, professionalism, 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?", 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).:

Vivian did not make any discriminatory statements or gestures. I did not see any clearly visible Fair Housing signage in the office. However, it could have been posted and I just didn't see it. When asked about children on the property, Vivian clearly stated that she could not answer that question due to Fair Housing laws and that anyone could apply. She also said that there were no kid free or smoke free buildings.

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.:

Vivian did follow up via voicemail to thank me and to see if I had made it to the Greens to inquire about Hartland. She also encouraged me to reach out if I had any questions. She even reminded me of the current running special. An agent named Eileen followed up with a nice voicemail as well, although I had not met her. 

Performance Evaluation

Total Phone Score: 100%
On Site Score: 95%
Total Score: 0%

General Questions