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Report For Stacey Wilson at Hartland South Apartments

Report For Stacey Wilson at Hartland South Apartments

0%
Current Score
65.72%
Average Score
  • 98%
    2-1-2019
  • 54%
    7-30-2019
  • 93%
    10-06-2019
  • 39%
    12-15-2019
  • 63%
    8-13-2020
  • 47%
    10-7-2020
  • 25%50%75%100%

Performance Evaluations

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?Yes2/2
  • 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?No0/2
  • 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?N/A0/0
  • Did the Leasing Professional have previous information on you readily available?N/A0/0
  • 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). :

I did not have an appointment. I walked into the leasing office. Stacey greeted me immediately as she was sitting at the front desk. She wore a uniform polo shirt and looked professional. She instantly invited me to independently tour the model. I was advised to just walk around. Stacey seemed kind and not annoyed at my presence yet she was disengaged in the process of learning about my needs. She did share some of the apartment features as I walked through as she sat at her desk.

Identifying 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.) No0/2
  • Did the Leasing Professional determine how you knew about the Community?No0/2
  • 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?No0/1
  • Did the Leasing Professional identify phone number and/or email address?No0/2
  • Did the Leasing Professional identify price range or budget?No0/1
  • Did the Leasing Professional identify if you have any pets?No0/1
  • 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.)No0/3
  • 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? Yes2/2
  •  Total: 9/26
    9
    34.62

Comments on Qualifying Needs. :

Stacey identified my needs verbally, but did not use a guest card or retrieve my contact information at any point during the presentation to my observation. . She knew the desired apartment size, which I had stated early was a two bedroom. Stacey did not ask me my price range, the number of occupants, pets, where I currently lived, nor my reason for moving or how I heard about the property; However, she did ask my floor preference, to which I responded top floor. Stacey did not engage me in much conversation before sending me to the two vacants, but she did make a copy of my drivers license.

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. No0/4
  • 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: 11/19
    11
    57.89

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

Upon walking into the office, I was greeted by the leasing consultant sitting at the first desk closest to the door. She later introduced herself as Stacey. She said hello and I immediately asked if there were any two bedrooms available. Stacey said yes and asked what time frame I was looking to move. I responded that I wanted to move as soon as possible. Stacey explained that we were in a two-bedroom and that we were currently sitting in the living and dining room areas. She then encouraged me to look around. Although she remained seated as I walked, Stacey called out the apartment features like the fully equipped kitchen with dishwasher, garbage disposal, full size refrigerator, stove, laundry facility at the bottom of each building and resident controlled access doors.

As I glanced through, I questioned if the two-bedroom looked exactly like the office model. Stacey said that it was the same and the only difference might be the absence of the white shelf style wall that is attached to the kitchen. Stacey did ask if I had a floor preference, to which I responded top floor.

I continued to walk toward the back of the apartment to check out the bathroom and bedrooms, which took me less than a minute. I returned to sit at the desk (she did not invite me to sit down). At that time, Stacey introduced herself and also pointed out the other leasing consultant, Charla, who was actively in the process of assisting someone.

Stacey asked for my ID to make a copy so that she could send me to see a vacant unit. Stacey actually gave me two sets of keys and began to explain in detail exactly where the apartments were located on the property as she referred to the community wall map. I then asked if the two vacants she was sending me to see were the actual available units and she said they were. She also stated that two vacant apartments were the same type apartment and both were on the top floor.

As I walked out the door, Stacey quoted the price as $865 with water, trash, and sewage included, as well as a current special offering $400 off the first month's rent. I left to tour one of the vacant units, which took about 7 minutes. Upon my return, Stacey asked if I liked the vacant. I said that I did like it and also said that I chose to look at just one unit, since they were identical in layout.

Next, Stacey asked if I was looking to do any paperwork. I made the assumption that she was asking me if I wanted to apply so I declined and said I still had some other places to see. I again confirmed the price as $865 and that's when Stacy offered to give me some paperwork that I could take to look over.
I asked if the two vacant units she had given me the keys to were the only units available and she said no, there were other two bedrooms available. I made a statement stressing the fact that I really needed to move soon and she let me know they definitely had the availability. Stacey wrote the pricing on a floor plan sheet and reminded me again that water would be included.

Before closing, Stacey attached her business card to the pamphlet and handed it to me. The pamphlet she gave me said Southwood which left a confused look on my face. That's when Stacey let me know the company ran five properties, but the floor plans were the same as I had just seen.

While Stacey did not ask me for any contact information; she did attach her business card to the marketing material and encouraged me to call her directly with any questions. Stacey politely closed with have a good day.

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. No0/3
  • 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.?No0/0
  • 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?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?No0/2
  •  Total: 23/30
    23
    76.67

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.):

Stacey did a good job at adding value by making me aware of the included utilities as well as the current first month special. She did ask me to apply; however, it was not a strong close attempt. She simply asked if I was looking to do any paperwork. I was never referred to the company website nor asked to visit the community again.

Stacey did not explain the application process, but she did provide marketing material for me to review. Stacey was knowledgeable about the apartment features. She was nice enough and did provide the basic information regarding the property. I never felt put off by Stacey, nor did I sense any negativity in her tone. However, the presentation lacked the personality to really seal the deal. I felt that Stacey did want to help me, but may just need a little more tools on how to engage the prospect more effectively.

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.)N/A0/0
  •  Total: 0/0
    0
    NAN

Comment (This is mandatory that you answer question #3 in the Comment Box).:

Stacey never exhibited any behavior that came across as discriminatory. I did not see any Fair Housing signage displayed in the office. We didn't discuss the safety of the area.

Follow- Up - 5 possible points

  • Did the Leasing Professional follow-up by telephone within 2 days?No0/5
  •  Total: 0/5
    0
    0

What was the follow up date? Please list below.:

My contact information was not retrieved.

Performance Evaluation

Total Phone Score: NAN%
On Site Score: 54%
Total Score: 0%

General Questions