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Report For Kate Mannherz at Rossbrooke

Report For Kate Mannherz at Rossbrooke

0%
Current Score
84.82%
Average Score
  • 80%
    01-17-2019
  • 84%
    07-11-2019
  • 90%
    01-30-2020
  • 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?No0/3
  • 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?No0/0
  • Did the Leasing Professional describe apartment features and/or amenities? (Please explain in the comment box at the end of the section.) No0/3
  • 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? N/A10/10
  •  Total: 86/100
    86
    86

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

After the 2nd ring… Kate answered with the name of the property and she introduced herself. I told her I needed information on the apartments. She asked me when I was looking to move and I told her the next 45 to 60 days. She confirmed that September would be my time frame and I told her I was flexible with the date. She put me on a brief hold. She asked if I had any pets and I told her “not at the moment”. She proceeded to ask for my name and phone number. She asked how I heard about them and I told her apartments.com. She then went on to tell me what she had available and put me on a very brief hold again. She came back and described a couple one-bedrooms that were renovated and then told me the prices for the two bedrooms as well. I told her that was in my price range. She told me about the specials they were running.

Kate invited me in for a tour. We set an appointment for 1:30pm the following day. She explained that the application and lease are signed the same day. She thanked me for calling and bid me a good day. Kate was very professional but I would not describe her as warm. She was very matter-of-fact and she answered the questions that I asked but didn't spend any time learning more about what I wanted in my apartment. She did not use my name in conversation but she did call me "hon" a couple times.

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?No0/0
  • Was your first impression of the community and curb appeal a positive one?Yes0/0

    The community looked free of trash and the office was tidy.
  •  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?No0/2
  • Did the Leasing Professional obtain your name during the visit?Yes2/2
  • Did the Leasing Professional continue to use your name in the conversation?No0/2
  • 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?No0/0
  • 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: 16/20
    16
    80

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

Kate greeted me as soon as I walked in. She was professional. She did not take much information on our call but got the information when I arrived. I observed her with a guest card and she asked me very specific questions.

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). No0/2
  • 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? Yes2/2
  •  Total: 21/26
    21
    80.77

Comments on Qualifying Needs. :

I walked in the office. A woman looked up from her desk and I said I was Hope and I asked if she was Kate. I apologized for being slightly late. She asked if I had called that day barely remembering our call but she did acknowledge that she didn’t take much information from me other than apartment size and pricing. Also, she said she didn’t write down my information so she went over everything from the beginning. She asked for size, move date, occupants, pets, and how I heard about them. She reviewed the availability again.

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.):

She told me she was going to walk me through the model. The tour was short and to the point. Kate pointed out the different features in a classic versus an updated unit. She led me through each room and pointed out a few features. She told me about the laundry rooms but she did not show me. Kate did offer the townhomes they had available. I told her I was leaning towards the two-bedroom apartment. She explained how the intercom system worked.
Kate asked for my ID and showed me on a map where the vacant was located. She asked if I was more interested in the updated versus the classic. I told her I liked the updated apartment more but it wasn’t a deal breaker.

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?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?No0/2
  •  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.):

I drove around the block and came back in the leasing office and told Kate that I had changed my mind and I was now interested in a townhome. Kate narrowed down what she had available and asked me if I wanted to start the paperwork. She certainly created a sense of urgency by telling my how quickly the apartments rent.

Kate asked was I interested in doing a application. I stated I had another place to see. She let me know rates change quickly. She stated the specials could be pulled at anytime. She told me what I needed to bring to apply and she gave me a brochure. She went on to tell me what was included in the rent and she discussed the water bill.

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?N/A0/0
  • 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.)N/A0/0
  •  Total: 0/0
    0
    NAN

Comment (This is mandatory that you answer question #3 in the Comment Box).:

I asked what kind of folks live in the community and she told me I should drive around the property to see what I thought. She did tell me about the intercom system which was a secure way to let guest in.

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.:

There has been no follow up.

Performance Evaluation

Total Phone Score: 86%
On Site Score: 82%
Total Score: 0%

General Questions