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Report For Kelly Cullison at The Forest Information Center

Report For Kelly Cullison at The Forest Information Center

NAN%
Current Score
NAN%
Average Score
  • 92%
    01-19-2019
  • 100%
    07-9-2019
  • 91%
    02-15-2020
  • 97%
    10-9-2020
  • NAN%
    02-15-2020
  • 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?No0/0
  • 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?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: 97/100
    97
    97

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

The call was answered on the first ring after my third try to the community. It was answered, "Thank you for calling The Forest Apartment Information Center. This is Kelly. How can I help you?" I inquired about an apartment and was then placed on a brief hold. She came back on the line asking a series of questions that would reveal information about my name, desired size of the apartment, move-in date, number of occupants, price range and if I was a pet owner. My name was used in the conversation. After she received the information, Kelly began to look for an apartment that would satisfy my needs. She informed me about features within the apartment that would satisfy my needs. She found an apartment and told me the features such as a kitchen island and quoted a price. Kelly asked if it would work, and I agreed. She then invited me out to the community explaining that they were open every day of the week. I provided her with a time and date that I would be in. Kelly asked if I need directions, and I declined. She described the building I should be looking for, and we ended the call. I was not asked for my email address or asked how I found the community. She did not mention the website.

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

Comments. Please describe your community experience here.:

The community was well maintained. There were signs identifying each community of the main road. All signs were well maintained and in good condition. The grounds were well manicured and attractive. The office was clean and neat as well.

Greeting - 15 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?Yes0/0
  • 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 make a positive first impression and appear genuinely interested in helping you?Yes4/4
  • Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? Yes1/1
  • 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: 15/15
    15
    100

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

I was greeted as soon as I entered the leasing office. As I approached the desk, I asked for Kelly, and she confirmed I was the person she spoke to on the phone. She was wearing a Henderson and Webb jacket. She was neatly dressed. She was upbeat and friendly. Her tone was inviting and helpful. She was seated at her desk but stood up to greet me. My name was used in conversation.

Indentify Needs - 19 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.) Yes3/3
  • Did the Leasing Professional determine how you knew about the Apartment Information Center?No0/3
  • 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?No0/1
  • 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
  •  Total: 14/19
    14
    73.68

Comments on Identifying Needs.:

Kelly was ready for me when I entered. She already had the guest card filled out on paper. She had created a packet with information about the apartments she had identified over the phone. She confirmed the information she gathered on the phone as well. She was understanding and kept my needs in mind as she explained what she had planned. Kelly did not determine how I found the community, where I lived now or why I was moving.

Demonstrating - 14 possible points

  • Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes2/2
  • Did the Leasing Professional use the site plan and/or offer a site plan to show the location of the available Community?Yes1/1
  • Did the Leasing Professional mention the professional management?N/A2/2
  • Did the Leasing Professional discuss features and benefits of the apartment homes at the recommended community? (Pleas explain in the comment box at the end of the section.)Yes2/2
  • Did the Leasing Professional discuss and/or point out features and benefits of the recommended community? Please explain.Yes2/2
  • Did the Leasing Professional discuss the minimal charge for water or point out that there is free water included?No0/1
  • Did the Leasing Professional offer to send you to a vacant apartment?Yes1/1
  • Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?Yes1/1
  • Did the Leasing Professional effectively overcome your objection(s)? Please explain.Yes2/2
  •  Total: 13/14
    13
    92.86

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

Kelly was well prepared for her demonstration. She clearly identified the community she was recommending and the features within the apartment. This included a renovated kitchen, dishwasher, a kitchen island, and ample closet space. I objected to wanting a walk-in closet, and she told me that it could be found in a different community. She explained the difference between each apartment such as smaller square footage. She discussed application fees and current specials for each community. Kelly provided brochures for each community and faxed the guest card over to the community. She also used a site plan to explain the different communities and how to navigate to the community she would be sending me over to. She did not discuss utilities, and the community amenities.

Closing - 22 points possible

  • Did The Leasing Professional discuss rental rates positively and confidently?Yes4/4
  • Did the Leasing Professional create a sense of urgency?Yes4/4
  • Did the Leasing Professional provide you with any promotional materials (i.e. business card, brochure, floor plan)?Yes2/2
  • Did the Leasing Professional suggest you visit the community website or company website?No0/0
  • Did the Leasing Professional ask you to commit to completing paperwork to lease an apartment during your visit at the Information Center?N/A5/5
  • Based on the Leasing Professional's presentation, would you have visited the community/communities suggested?Yes5/5
  • Did the Leasing Professional do or say anything to make your visit "extraordinarily" memorable? If so, please explain.No0/0
  • Did the Leasing Professional ask permission to keep in touch?No0/2
  •  Total: 20/22
    20
    90.91

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.):

Kelly did talk about the apartments having a current special. She did discuss rates positively and confidently. She provided brochures that had floor plans and rental information about the communities we talked about. She also provided her business card. She did not ask for me to fill out an application or commit to leasing anytime during our conversation. She wanted me to visit a model to get a better feel of the apartment. Kelly did not ask to keep in touch or mention the website.

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 properly? (Please answer in the comment box at the end of the section.)Yes0/0
  •  Total: 0/0
    0
    NAN

Fair Housing Comments:

She mentioned that she could not comment on the safeness of the area but could recommend me to check out local police website.

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.:

No follow up was received.

Performance Evaluation

Total Phone Score: 97%
On Site Score: 83%
Total Score: NAN%

General Questions