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Report For Beverly Wagener at Windbrooke Apartments

Report For Beverly Wagener at Windbrooke Apartments

0%
Current Score
95.5%
Average Score
  • 96%
    1-25-2019
  • 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?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.):

Beverly answered the phone thanking me for calling Windbrooke apartments and asked how could she help me. I let her know I was interested in getting pricing information on an apartment. She asked what size I was looking for. I let her know that I was looking for a one or two bedroom but, my preference was for a two bedroom. She then asked how soon was I looking to move and I let her know that I was looking to move within 30 days.

She began to look for available apartments and while she searched she asked who would reside in the apartment and did I have any pets. She then asked me for my name and it’s correct spelling plus my phone number. She also asked how I heard about the apartment community. I told her I heard about the community through the apartments.com website. She let me know that she had a one bedroom with a den, to which I agreed was fine. She proceeded to ask when I would be able to come in to view the unit and I let her know that I could come that same day. She inquired if I knew my way to the property and proceeded to provide me with directions.

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 in pristine condition, with trimmed hedges and shrubbery as well as low cut grass. There was not trash or debris in sight.
  •  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?No0/3
  • 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.)Yes0/0
  •  Total: 17/20
    17
    85

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

I entered the leasing office and I was greeted by Ms. Wagener immediately. She was very friendly, personable and very easy to talk to. The content of her conversation showed her familiarity and comfort with the vicinity and the company properties.

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?Yes1/1
  • 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.)?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/A0/2
  •  Total: 24/26
    24
    92.31

Comments on Qualifying Needs. :

She took down my name and contact number, she asked me where I was from and where I worked. She began to talk about the one bedroom with den unit and how it was very similar to a two-bedroom apartment.

She then led me to see a model unit so that I could get an idea of what it looks like. She let me know the den did, also, have a closet. She expressed, visually, where the door would be and let me know there would be a window as well. She let me know that, although the unit would not be renovated, it did have an electronic entrance mechanism and a thermostat that could be regulated. She showed me the bathroom. She pointed out that the queen size bed in the bedroom to give me a feel for the size of the room.

She took me to the storage area and showed me how big the space was and suggested it would be a great place to store Christmas presents. She showed me the kitchen and the coat closet.

She asked if I wanted to submit an application. I let her know that I was still shopping around for apartments. She suggested a few apartment communities in the area for me to look at and discussed some of the differences such as kitchen windows, balconies etc. She asked me what type of work did I do.

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 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?Yes1/1
  • 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. No0/2
  •  Total: 17/19
    17
    89.47

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

She let me know the property could be ready in a few weeks. She showed me the layout for the one bedroom and den once we got back to the leasing office. She let me know I would pay a flat rate of $14.50 and the BGE bill. She discussed all the shopping, restaurants and grocery stores in the area. She also discussed the proximity of Arundel Mills.

She asked about my child and suggested schools and things to do for kids in the area. I, then, asked were there a lot of kids in the area and she let me know that she does see kids catching the school bus and that a lot of kids walk to school. She mentioned that the kids in the area go to Kipling Bridge Elementary school. She talked about how her grandson went to the school as well and his experience there.

I then asked her was it a rough area and her response was that she lived in the area for 8 years and she only moved because she moved into a house. She also mentioned that the maintenance and leasing staff lived on the property currently. She let me know that maintenance does a really good job of keeping the grounds nice. At that point, one of the maintenance workers walked in, he was very personable as well. She introduced me to him.

I asked about a gym or pool and she let me know there was an aquatics center nearby that kids seem to enjoy. She also mentioned that people in her family have kid’s birthday parties there. She told me that the aquatics center had water aerobics class and it really helped her with some back issues she was experiencing. She said it wasn’t too expensive. She described a big hill that kids like to sled down when it snows.

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?No0/2
  • 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.)Yes0/0
  • Did the Leasing Professional ask permission to keep in touch?Yes2/2
  •  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.):

Ms. Wagener let me know that there is an current promotion for $200 of first months rent. She also mentioned that the one bedroom with dens are all on the top floor. Also, that they do have renovated one bedroom with dens but they go fast. She recommended me to check out Hidden Woods apartments for more renovated one bedroom and den options.

Ms. Wagener was knowledgeable about the different properties. She let me know that they have five properties total (Rainbow View, Hidden Woods, Tall Pines and Mountain Ridge). She also mentioned all the towns that they have apartment properties (Cockeysville, Catonsville, Columbia, Loch Raven, Essex) and they have been in business over 77 years. Once a year a carpet cleaning can be requested free of charge.

We had a really good conversation, and at the end of the conversation, she asked did I have any more questions.

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 was it a rough area and her response was that she lived in the area for 8 years and she only moved because she moved into a house. She also mentioned that the maintenance and leasing staff lived on the property currently. She let me know that maintenance does a really good job of keeping the grounds nice. At that point, one of the maintenance workers walked in, he was very personable as well. She introduced me to him.

I asked about a gym or pool and she let me know there was an aquatics center nearby that kids seem to enjoy. She also mentioned that people in her family have kid’s birthday parties there. She told me that the aquatics center had water aerobics class and it really helped her with some back issues she was experiencing. She said it wasn’t too expensive. She described a big hill that kids like to sled down when it snows.

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.:

1/27/2019

Performance Evaluation

Total Phone Score: 100%
On Site Score: 91%
Total Score: 0%

General Questions