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Report For Ureka Gordon at The Greens Information Center

Report For Ureka Gordon at The Greens Information Center

0%
Current Score
96.57%
Average Score
  • 97%
    10-19-2019
  • 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?No0/0
  • 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.):

Ureka answered the phone stating her location and her name. She was easy to understand, and her demeanor was friendly. I told her I was interested in an apartment, and she proceeded to ask me a number of questions to identify my needs. She asked me what size apartment I was looking for, when I was looking to move, the number of occupants, and if I would be bringing any pets. She inquired about my budget and if there were any special features desired. After giving her this information, she was able to locate a few of the area communities that fit my needs. She briefly described the communities' features and amenities. Ureka asked if I was available to visit, and we set up an appointment. Once the appointment was set, she asked me for my phone number, and how I heard about the community. I was not asked for my email address, and she did not talk about the website. She offered me the address to the center. After ending our conversation, I was looking forward to the visit.

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 Information Center was easy to find off of the main road due to many directional signs. Once I pulled up, I noticed that there was ample parking in the lot, as well as on the street. The grounds were clean, well maintained and attractive. The leasing office was spacious and welcoming. it was nicely decorated and clean. I had a great first impression.

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?No0/2
  • 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 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? 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: 13/15
    13
    86.67

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

When I walked into the Information Center, Ureka was sitting at her desk as was another leasing agent. They were both on the phone when I arrived. Both Leasing Professionals acknowledged me with a smile and asked how they could assist me. I told them I had an appointment with Ureka. She smiled and introduced herself, but she did not shake my hand nor did she bother to get up from her desk. Ureka was professionally dressed, but she was not wearing a nametag. She asked me for my name and offered me a seat at her desk. I was offered refreshments while I waited. Ureka did her best to make sure I was comfortable.

Once she was finished, she joined me at her desk and began reviewing some information we had discussed over the phone. She pulled out a guest card to start recording the information. Ureka was genuinely interested in assisting me.

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?Yes3/3
  • 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: 17/19
    17
    89.47

Comments on Identifying Needs.:

Once we sat down, Ureka began to review what we had discussed over the phone. Both agents were busy in the office between phone calls and emails. She made sure to apologize to me for the many interruptions. She was light-hearted and made casual jokes throughout the conversation. Ureka asked some questions to better get to know me. We talked about what she gathered during our phone conversation, such as the move-in date, number of occupants, pets, apartment size, and budget. Additionally, she asked for my last name, email address, and phone number. We did not discuss the reason for my move or where I was living now.

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 apartment?Yes1/1
  • Did the Leasing Professional mention the professional management?Yes2/2
  • 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?Yes1/1
  • Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?No0/2
  • Did the Leasing Professional effectively overcome your objection(s)? Please explain.Yes2/2
  •  Total: 12/14
    12
    85.71

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

At the Information Center, I was not able to view a model there. Ureka offered to give me keys to the vacant apartments at a few communities. After checking, she realized that she did not have any so she offered to call the Leasing Professionals at the selected properties to show me the models. She showed me the floor plans of the different communities and described the differences in the communities she told me about. Ureka discussed the utilities that I would be responsible for and provided some background on the property management company. We did not discuss the neighborhood facilities or conveniences.

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?Yes2/2
  •  Total: 22/22
    22
    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.):

Ureka discussed the application process. She told me everything I would need to bring in order to apply. She let me know that once I made a decision, I could come back to lease with her or go directly to the community. She let me know that she would love to have me as a resident and made herself available for any questions I had now or in the future. She took me outside to show me how to get to each of the communities she suggested. Ureka shared the names of the Leasing Professionals that were working there and gave a brief overview of each of the communities again. She gave me her card and some brochures. Based on her presentation, I would have definitely leased from her.

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

Fair Housing Comments:

When asked about safety at the communities, Ureka stated that there was not any place that could guarantee safety. She mentioned the security patrol that the communities had. She shared many of the management and Leasing Professionals lived in the communities. She also suggested that I look at sites like Zillow or contact the Baltimore County Police Department. When asked if there were many kids in the communities that she suggested, she stated that she could not give demographic information. She mentioned that there were several playgrounds nearby that could be utilized.

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.:

Ureka gave me a call the same afternoon of my visit to the community. She thanked me for coming in and said they would love to have me as a resident.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 92%
Total Score: 0%

General Questions