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Report For Charelle Burley at Wintergreen Apartments

Report For Charelle Burley at Wintergreen Apartments

0%
Current Score
80.49%
Average Score
  • 92%
    02-10-2019
  • 80%
    7-6-2019
  • 91%
    7-27-2020
  • 60%
    10-9-2020
  • 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? No0/15
  • Did the Leasing Professional ask for your email address?Yes0/0
  • Did the Leasing Professional ask how you knew about the community?No0/3
  • 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?No0/5
  • Did the Leasing Consultant determine if you had any pets?No0/5
  • 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?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?No0/3
  • Based on the Leasing Professional's presentation, were you motivated to visit the community? Yes10/10
  •  Total: 64/100
    64
    64

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

Charelle answered the phone promptly within a few rings. She pleasantly stated, “Thank you for calling Wintergreen Apartments, this is Charelle. How can I help you?” I said that I was calling to see if they currently had any two-bedrooms available. She then asked when I was looking to move and I said that my lease was ending on July 31st, so within the next month would be ideal. She let me know that they had four properties with different floor plans and asked the price range I wanted to stay under. I said around $1,200, but $1,300 at maximum. She let me know that Wintergreen currently had a two bedroom for $1,230 on the ground floor with a patio and a renovated kitchen with an island, white cabinets, and stainless appliances. She said they also had a middle floor apartment for $1,305 at Wintergreen. I said it sounded like Wintergreen would work for me, but I also asked about the other properties. She said the other properties were Spring Valley, Dulaney Springs, and Cinnamon Ridge and under $1,300. Dulaney Springs had an availability for $1,235.

She asked if I was available to come look at the model. I agreed to come in that same day around 1:00 pm. Charelle asked for my name at the end of our conversation and used it once there after. She did not ask me for my phone number nor email. She did not offer me any directions.

She asked my name and agreed to see me soon and thanked me. Charelle was very nice and made the renovated apartment sound very appealing. Based on that and her kindness, I was motivated to see Wintergreen.

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

    Wintergreen was easily located. There were signs along the street to direct you to the leasing office. The apartments were clean and I didn't see any trash in any of the parking lots. Upon entering the office, it was very neat and organized. My first impression of the property was definitely a good one.
  •  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?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.)N/A0/0
  •  Total: 20/20
    20
    100

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

Upon entering the office, Charelle immediately said "Hello, how can I help you?" I said that I had called about looking at the model apartment, and she immediately said "Oh, are you Ayanna?" She definitely seemed to be waiting for me. She stood to come and greet me with a smile and handshake and introduced herself. It was no need to ask my name, but she did verify the spelling. She was dressed very professionally in a nice blazer and blouse and name tag. Charelle used my name throughout the conversation and it was clear she wanted to help me find just what I was looking for in my apartment.

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?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/A2/2
  •  Total: 25/26
    25
    96.15

Comments on Qualifying Needs. :

After the greeting, Charelle went right to verifying my contact information (name, phone number, email), move in date, apartment size, occupants and pets. She did ask how I heard about Wintergreen and I told her I was looking online at the apartments in the area and saw it on apartmentguide.com.

Within minutes Charelle was already taking me on the tour. Her sense of urgency was deliberate; However, I did not feel rushed. First, we went across the hall to look at the 2BR classic model. She pointed out the features such as the wall to wall carpet, complimentary accent wall and double sized balcony. She went on to the utilities and said BGE would be billed separately based off personal usage and showed me the programmable thermostat. We went in the kitchen and she pointed out the appliances. She showed me the water heater and storage closet, linen closet, hallway bathroom, coat closet, second bedroom with 2 closets, master bedroom with 2 closets (one of which was a walk in) and master bathroom with shower. We then went across the hall to another apartment which was a 1 BR, but featured the renovated kitchen. She explained the intercom entry system which allows you to buzz guests in. She pointed out the differences between the renovated and the classic apartments. The renovated apartment had different carpeting, open kitchen with an island, stainless appliances, and white cabinets. She explained that we were in a 1BR model, but the living room and dining room was the same size in the 2BR. She could tell I really liked the renovated kitchen, so she made a point to let me know the one she had mentioned on the phone was available this month and that it was renovated and on the ground floor with walk out patio.

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. Yes2/2
  •  Total: 17/19
    17
    89.47

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

The model apartment smelled nice, spotless and nicely decorated. I think Charelle had done a good job on the presentation. She was thorough, informative and controlled the tour with ease. We walked back to the office and she said that she had availability at Wintergreen in July.

She again mentioned my budget of $1,300 or under because they had other properties. She showed me the location of the available apartment on a map. She asked if the $1,230 was in my price range and I said it was. She also mentioned another available 2BR for $1,235 at Dulaney Springs, but the floorplan was totally different. She explained that it was bigger than Wintergreen which was 885 square feet, while the Dulaney apartment was 1,116 square feet. She wrote it down and gave me a brochure for Dulaney Springs and wrote the price of $1,235 on it.

She again mentioned that Dulaney Springs offered a lot more space for only $5 more per month. Charelle also gave me the brochure for Wintergreen with the price of $1230 on it. She then let me know about the current special at both properties, which was $350 off the first month's rent. She offered me a key to a vacant Spring Valley apartment if I wanted to look at the floorplan, as it was the exact same as the Dulaney Springs apartment. However, I declined. As she explained these different properties, she always referred to it on the map. I instead raised an objection and asked if the kitchens at Dulaney were as nice as the renovated Wintergreen kitchen. She explained that they had an eat in kitchen with a breakfast nook and even found some pictures to show me on the computer which I thought was very nice.

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.):

Charelle asked me to apply and I declined. I said that I had some more apartments to see in the area before making a choice, one of which was 5 Corners. She really handled my reluctance well and again tried to close the sale by informing me that if I made a decision on any of their properties within two days, that they would take an additional $10 off the rent each month. She also told me to keep in mind that the one at Wintergreen was the only 2BR for my time frame and that she had already had a couple other calls about 2BRs. That was a great tactic to use for someone who needs to move right away.

She encouraged me to ask her any additional questions. She also mentioned the flat rate water bill for everyone as $17.50 per month at all the properties. She gave me a list of everything I needed to bring if I wanted to apply and told me that the application fee was $25. I let her know that I would continue my search at the other properties.

As she said goodbye and thanked me for coming in, she again encouraged more questions. Charelle was professional, friendly, and thorough. I most certainly would have considered renting at one of their properties.

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?", Did the Leasing Professional respond properly? (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).:

Charelle never did or said anything to discourage me from renting or feel that I had been discriminated against. She in fact did just the opposite. She did her best to get me in one of the properties. As I went out the door, I asked Charelle how the parking lots were at night. She didn't promise safety, but she did say that it was well lit. I did not see any Fair Housing poster visible. I asked if there were a lot of kids on the property and she said that Henderson Webb didn't keep statistics on their residents.

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.:

Charelle followed up with a very sweet voicemail on Tuesday, July 9th and asked how my apartment search was coming along..

Performance Evaluation

Total Phone Score: 64%
On Site Score: 95%
Total Score: 0%

General Questions