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Report For Stephanie Watford at Mountain Ridge

Report For Stephanie Watford at Mountain Ridge

0%
Current Score
96.49%
Average Score
  • 97%
    07-25-2019
  • 96%
    06-25-2020
  • 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)?No0/5
  • Did the Leasing Professional suggest you visit the company website?Yes0/0
  • 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: 95/100
    95
    95

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

Stephanie answered on the third ring with "Thank you for calling Mountain Ridge, this is Stephanie". She asked what size apartment I wanted, and I told her I would have to have more information, but maybe a one-bedroom. She told me they only have one-bedrooms available now. She gave me the price range and confirmed whether they were within my budget. When she inquired as my move-in time she said they only have one available and described it as having a back door as opposed to entering from the front as it was designed for wheelchair access, and she gave me the price. That was the only feature mentioned of the apartments. After that there was a silence so I asked if they had a model to see. Stephanie then said they had a front entrance apartment available for August 1st move-in and yes, they have a model. She quoted the price and described it as a normal classic. She asked if I wanted to make an appointment. We settled on 6/25 at 2:15 PM. She asked for my name and number, how I had heard of them, how many were moving, and whether I had a pet. She asked the breed and told me he would have to qualify and she would send me their website information so I could check.

Stephanie then read me their Covid-19 question list, and gave me their requirements for visiting.

She gave me their address and directions to the community and the website address.

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 is well kept and free of any debris.

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?No0/0
  • 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? 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
  •  Total: 19/19
    19
    100

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

Stephanie let me in and got up to open the office door for me after I rang the office from outside. She asked me to sit down, asked if I had trouble finding them and said she would open the model for me. She walked me across the hall, opened the model door, stood back and said she doesn't tour. I walked around a few minutes and went back to the office.

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?Yes2/2
  • 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
  •  Total: 23/26
    23
    88.46

Comments on Qualifying Needs. :

When I went back to the office Stephanie asked if I had seen their website as she had asked me to check to see if my dog was one of their restricted breeds. She gave me a list of the breeds and confirmed my move date. She again discussed the current apartment available and that it had a regular door opposed to a sliding door and that as it was built as a handicap friendly apartment, counters and fixtures are slightly lower in height. She did discuss the model and she asked me how I liked it. She told me the floor plans are all the same throughout. Then she told me they have another apartment available in the front of the building that has no walkout and is their classic style, but did not elaborate on "classic", and the price for that one. She gave me the charge for water and where the laundry was located in each building.

She did not ask if I had anything specific preferences in my new apartment home or where I currently live but she did ask me why I was moving.

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?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?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: 19/19
    19
    100

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

Stephanie showed me their pet breed list and gave me the pet policy, rent and fees. Stephanie showed me on their map where the available apartment was located. She told me again that it had a regular door opposed to a sliding door. She said it was built as a handicap friendly apartment so counters and fixtures are slightly lower in height. She told me she has a key and asked if I wanted to go see it, I declined. She gave me the flat fee for water, the pet rent, rental of the apartment and added it for me. She also told me about their offer to paint an accent wall if I wanted.

She asked me if I wanted to apply for the apartment.

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.?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?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?Yes0/0
  • 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?No0/0
  • 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.):

Stephanie asked if I wanted to go ahead and take the apartment now, I told her I had two others to see first. She mentioned the businesses in the area also including a fitness and pool center. She wrote all the prices down for me and gave me their current special. She gave me the procedure for leasing both online and in-person in the office. She also told me I could visit the Information Center to get more information on their other properties. She asked if I wanted to set up another visit and asked for my last name and email.

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?", 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).:

I asked Stephanie how safe it was in the area she replied that she and her co-workers live in the area, they have had no problems and crime has no address. When I asked about the type of residents living there she said they have a variety, families, all types of people. She also told me that there is pool and fitness center close by when I asked about a pool.

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.:

Stephanie called me and left a message later that evening.

Performance Evaluation

Total Phone Score: 95%
On Site Score: 97%
Total Score: 0%

General Questions