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Report For Nicole Williams at Windbrooke Apartments

Report For Nicole Williams at Windbrooke Apartments

0%
Current Score
79%
Average Score
  • 79%
    1-19-2019
  • 79%
    09-08-2019
  • 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?No0/3
  • 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)?No0/5
  • 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? No0/10
  •  Total: 79/100
    79
    79

:

Nicole answered with the name of the community and she stated her name. I told Nicole I was looking for an apartment. She asked me what size and what date I needed to move. I told her October. She said she thought she wouldn’t have anything until November. She took her time to look through her availability list and re-iterated she wouldn’t have anything available until November. I told her I was looking for the end of October. Nicole then told me what was available, and she gave me the price. She asked if that was in my price range and I said that it was.

Nicole invited me in for a tour. I said I could be there shortly. She asked me if I was bringing any pets, the number of occupants, my name, contact phone number, and if I needed directions.

Overall, Nicole asked me the very basic questions and nothing about what I desired in my new home. She did not probe about my move date and she said she wouldn't have anything until November as she proactively said that was too far out for me. I had to tell her I was looking for the end of October since she didn't ask if I was flexible on my move date. She sounded professional on the phone but not enthusiastic as if she really wanted to help me find the best fit.

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

Comment on the Curb Appeal in the box below.:

The property was easy to find off of the street. The signs were in good condition, as were the grounds. I did not notice any trash on the property. When I got to the office, the door was closed until Nicole came to open it for me. Inside, the office was clean and bright.

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?No0/0
  • Did the Leasing Professional introduce him/herself?No0/2
  • Did the Leasing Professional obtain your name during the visit?No0/2
  • 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: 11/20
    11
    55

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

Nicole buzzed me into the office and greeted me as I came through the door. She assumed who I was and she did not formerly introduce herself nor did she ask for my name to ensure I was who she just spoke with over the phone. She did not shake my hand nor invite me to have a seat. She got up from her chair and just jumped right in to discussing availability and we moved quickly into touring the model yet this didn't seem rude it just felt rushed.

She described the difference in the model and what I would have in my new apartment home which included the color of appliances and cabinets. She asked me how my furniture would fit as we walked into the bedroom.

I asked about safety and Nicole told me about the courtesy patrol and their hours of operation. She took me the storage units and showed me the space then we saw the laundry room. I asked if there were kids in the same building I would be living in since my young nieces come visit me often and they like to make friends. She said she wasn't sure.

As we stood in the leasing office, Nicole told me what was included in the rent. She asked me if there was anything else I needed to know. She went over the entire application process very thoroughly. She asked if I had just started to look and I told her I had other places to see. She did not ask me to apply. She told me to call her back and see if they had any specials going on since they did not have anything that day. She did tell me they also lease for Rainbow View and they had a special but she didn't tell me what that was since they did not have a two bedroom available. She asked me about my floor preference and she showed me on a community map what was coming available for a two bedroom. She wrote down the rates along with the water bill rate. At this point she did introduce herself and invited me back. She said if she wasn't there whoever was could help me. She thanked me for coming and we said our goodbyes. She was dressed in a work dress and company cardigan.

Overall, I did feel rushed and the onsite visit only lasted 10 minutes. Nicole was professionally well spoken; however, I felt like she had done this so many times that it was very scripted. No rapport was built.

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). No0/2
  • 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. :

Nicole jumped right into showing me around the model apartment. She briefly looked at the availability before showing me around. She did not follow up with any more additional questions before the tour so most of these questions were asked over the phone. Nothing was recapped onsite.

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?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?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: 15/19
    15
    78.95

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

Nicole gave a great demonstration of the model, as well as the laundry and storage facilities. She explained the features in the units and discussed the utility costs that would be associated as well. The model, as well as the facilities were clean and showed well.

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 mention current specials?N/A0/0
  • 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?No0/0
  • 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?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?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?N/A2/2
  •  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.):

Nicole did not ask me if I wanted to apply; however, she was very thorough in her explanation on how the application process works. She encouraged me to keep in touch because of new specials and updated availability. At the end, she provided me with some marketing materials on the community.

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).:

When asked about safety, she informed me that she doesn't hear very many complaints, but that the property also has a courtesy patrol that monitors the property. When asked if kids live in the available building, she answered she was unsure.

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.:

Nicole left me a voicemail that day asking if I would like to set up another visit.

Performance Evaluation

Total Phone Score: 79%
On Site Score: 79%
Total Score: 0%

General Questions