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Report For Stephanie Watford at Mountain Ridge

Report For Stephanie Watford at Mountain Ridge

NAN%
Current Score
NAN%
Average Score
  • 97%
    07-25-2019
  • 96%
    06-25-2020
  • NAN%
    07-25-2019
  • 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.):

Stephanie answered the phone promptly with the name of the community and she introduced herself. She was very pleasant over the phone. Her demeanor was very welcoming. Stephanie was very patient with me. She discussed availability and pricing. When she gave me information about an available two-bedroom apartment during my time frame, she made sure to ask if the price would fit within my budget so that I was comfortable.

She made sure to ask many of the qualifying questions, such as how many occupants, size apartment desired, pets, move in date, as well as any preferences I may have. She was a great listener and appeared genuinely interested to assist me. When I noted that I had a dog, she asked me what kind of breed and proceeded to inform me of the deposit and rental fees associated with pets. One of my preferences was that I wanted an in unit washer and dryer and although the community did not have that, she proceeded to inform me of the laundry facilities that were located on the ground floor of each building and the benefits associated with having the laundry room.

She did ask if I wanted to come visit the community to view the model. I accepted. She asked me what time works best and I scheduled it accordingly. She took my contact information and re-confirmed our appointment time. She asked me if I needed directions.

Lastly, she asked how I heard about the community. After speaking with Stephanie, I was very interested in visiting the community.

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 very easy to locate. Stephanie gave accurate directions on how to locate the community. There was plenty of signage on the main road and within the community. The landscaping was nice and there was no sign of trash throughout the community. The leasing office was inside of the two-bedroom model. It was well kept and clean.
  •  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?Yes3/3
  • 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?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? 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: 20/20
    20
    100

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

Upon entering the leasing office, there was one other person that Stephanie was speaking with. She acknowledged me when I walked in and told me to have a seat at her desk. She quickly finished up and apologized for the wait. Stephanie was dressed causally in a Hendersen-Webb polo shirt with khaki capri pants. Upon my arrival, Stephanie was able to recall our previous conversation.

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). 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/A2/2
  •  Total: 23/26
    23
    88.46

Comments on Qualifying Needs. :

Stephanie did not ask many qualifying questions during the visit, perhaps because she had asked them during our phone conversation. When I sat down, she pulled out a guest card that she had filled out on me during our phone conversation. She did not review any of the qualifying questions that she had asked previously; however, Stephanie did remind me of the available apartment, the move in date, and its current rate.

Stephanie was very pleasant during the entire tour. She took her time and was very thorough. She created a sense of urgency immediately and told me she only had one left of what I was seeking and someone else had just called about it too. She described the available apartment as being on the top floor with cathedral ceilings. She referred to the apartment as "My Apartment". She went on to tell me I'll have a balcony. ]

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?No0/2
  • 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?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. Yes2/2
  •  Total: 16/19
    16
    84.21

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

Stephanie gave me a tour of the model two-bedroom apartment that we were in. She took me through each room and detailed the features of each room. The model was in good condition. Additionally, she took me to view the storage space in the building. We also viewed the laundry facilities on the first floor. Both were very well maintained. Stephanie went into detail about the flat rate for the water charge as well as all that was included in the rent.

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?No0/0
  • 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?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?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: 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.):

Immediately after the tour, Stephanie asked if I wanted to fill out an application today. However, she did not discuss the application process. When I said I couldn't apply right now because I needed to speak with my fiance, she asked when a good time was that he could visit. I let her know I would follow up with her. She reiterated that she only had the one- of the two bedroom apartments available and that someone else had already inquired about it. She also asked my salary to see if my income qualified to apply. I would have like to have more information regarding the security deposit qualification and the approval; process.

Stephanie attempted to invite me back and I told her I would call her back to set another appointment.

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).:

The Fair Housing poster was visible as I walked into the leasing office. I asked how the crime was in the area and Stephanie responded that she, nor her coworkers have ever had any problems. She also mentioned that many of the employees live at that property. When I asked if the building with the available apartment had a lot of kids, Stephanie responded that she wasn't sure, but that she was required to rent to anyone that qualified.

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.:

I received a follow up voicemail from Stephanie a few hours after I left thanking me for coming and asking me when I could bring my fiance in to visit.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 94%
Total Score: NAN%

General Questions