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Report For Eileen Berman at Fountainview Apartments

Report For Eileen Berman at Fountainview Apartments

0%
Current Score
97.78%
Average Score
  • 96%
    5-9-2019
  • 99%
    10-17-2019
  • 25%50%75%100%

Performance Evaluations

Telephone Greeting

  • Was the greeting friendly and professional?Yes5/5
  • Was the phone call initiated with the name of the property?Yes5/5
  • Did the leasing consultant introduce themselves by name?Yes5/5
  • Did the leasing consultant ask you for your name?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Eileen was very friendly on the phone. She answered and introduced the name of the community and then introduced herself. She promptly asked for my name and then reintroduced herself again.

Telephone Qualifying

  • Did the leasing consultant identify the apartment size needed?Yes3/3
  • Did the leasing consultant identify the date of need?Yes3/3
  • Did the leasing consultant ask the number of occupants?Yes2/2
  • Did the leasing consultant qualify for pets?Yes2/2
  • Did the leasing consultant identify your reason for moving?No0/1
  • Did the leasing consultant ask how you heard of the property?Yes2/2
  •  Total: 12/13
    12
    92.31

Comment (You must provide a brief summary under each category. This section is mandatory.):

I told Eileen that I was interested in a two bedroom apartment with an updated kitchen and bath. Eileen asked me how soon I needed to move and I told her that my plans were to move in June and that I would just be moving by myself. She also qualified me for pets and told me that there was a $250 non-refundable pet deposit. She also asked me how I heard about the community and I told her that I found them on apartments.com.

Telephone Discovery

  • Did the leasing consultant ask if it would be okay if they asked you a few more questions to help find you the best home?Yes5/5
  • Did the leasing consultant ask you what features are most important to you in your apartment home?Yes5/5
  • Did the leasing consultant ask what features/amenities are important to you in your community?Yes5/5
  • Did the leasing consultant ask if you had looked at the community online?Yes5/5
  • If you were asked whether you had looked at the community online, did they ask if there were specific floor plans and features/amenities that interested you?Yes5/5
  • Did the leasing consultant ask if you had a preference in location (for example: floor level, view, sunlight, etc.) for your apartment home?Yes5/5
  • Did the leasing consultant ask what interests you about the local area?Yes5/5
  • Did the leasing consultant ask you "what else" or encourage you to expand on any of your answers?Yes5/5
  •  Total: 40/40
    40
    100

Phone Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

Eileen asked me if I had some time for her to ask me a few more questions and I agreed. Eileen asked me if there were any special features that I was looking for and I told her that I wanted an updated kitchen and a sunny apartment that was not on a lower level. Eileen explained that there were 3 levels in every building and I told her that I would prefer an apartment on the 2nd or 3rd floor. Eileen asked me "what else" several times during our phone call. She really pressed me to ask additional questions and provided ample opportunity to have all of my questions answered during our phone call.

Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.Yes5/5
  • If the price was quoted, were you asked, "How does that fit with what you were looking to pay? Is it a similar price?" If the price was not mentioned, please answer NA. Yes2/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.Yes3/3
  •  Total: 10/10
    10
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Eileen asked me questions so that she could discover what I was looking for and it was only after discovering my needs that she asked for my budget and then provided rental rate information. Eileen quoted me several value add benefits including dishwashers, stainless steel appliances and a full size in-unit stacked washer and dryer.

Telephone Invitation and Directions

  • Were you invited to visit the property?Yes5/5
  • Were you asked for a convenient time for an appointment?Yes5/5
  • Were you asked if you were familiar with the location?Yes2/2
  • Were you offered directions or information to help you find the community? Answer NA if you told the leasing consultant that you were familiar with the location.Yes2/2
  •  Total: 14/14
    14
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Eileen invited me in for a tour. Unfortunately, there was no available apartment to tour until June 6th so we set an appointment for the following Wednesday that I later changed to Thursday. Eileen asked me if I knew how to get to the apartment community and I told her that I would be using my GPS. She offered directions anyway after identifying that I would be driving north on i83.

Telephone Closing Comments

  • Was your appointment time repeated back to you?Yes4/4
  • Were you asked for your phone number AND email address?Yes4/4
  • Were you thanked for calling and given a friendly "good-bye"?Yes2/2
  •  Total: 10/10
    10
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Eileen repeated the appointment time and date back to me. Earlier in the conversation, Eileen asked for my phone number and email address. When we reached the end of the conversation Eileen offered a very friendly good-bye and told me that she was l looking forward to meeting me.

Telephone Professionalism

  • Was a sense of rapport created?Yes2/2
  • Did the leasing consultant control the conversation with finesse?Yes2/2
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant use your name during the call?Yes2/2
  • Were all of your questions answered to your satisfaction?Yes2/2
  •  Total: 10/10
    10
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Eileen was very friendly on the phone and did a great job of creating a rapport by asking me about myself, specifically what I liked to do for fun. I told her that I enjoyed going to different restaurants and living near a local park/green space was also very important to me. Eileen was very exuberant and controlled the conversation with finesse. Her presentation felt very natural and she discussed the apartment features as well as the surrounding community benefits with a lot of positive energy. Eileen used my name throughout the conversation and answered all of my questions to my satisfaction.

Celebrating the Arrival

  • Did the leasing consultant immediately smile and stand to greet you in a friendly manner? If the leasing consultant was already standing, or busy assisting someone at the desk (in person or on the phone), please answer yes. Yes5/5
  • Did the leasing consultant introduce themselves to you and ask your name?Yes5/5
  • Did the leasing consultant demonstrate an eagerness to help you?Yes5/5
  • Did the leasing consultant ask permission to review your needs?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

When I arrived Eileen stood to greet me and she also shook my hand. She introduced herself and confirmed that I was Karen. She welcomed me to Fountianview and was very eager to help me. She offered me refreshments right away and asked permission to review my needs and I told her that would be fine.

Onsite Qualifying

  • Was a guest card (or similar) reviewed during your visit?Yes2/2
  • Was your date of need reviewed?Yes2/2
  • Was the apartment size you needed reviewed?Yes2/2
  • Was the number of occupants reviewed?Yes2/2
  • Was your reason for moving reviewed?No0/1
  • Was your place of employment or occupation reviewed?Yes2/2
  • Was whether or not you had pets reviewed?Yes1/1
  •  Total: 11/12
    11
    91.67

Comment (You must provide a brief summary under each category. This section is mandatory.):

Eileen had my guest card ready when I arrived and she reviewed my name, email, phone number, and move date. She also went over the pet policy.

Onsite Discovery

  • Were the features you stated were most important to you in your apartment home reviewed?Yes5/5
  • Were the features/amenities you stated were most important to you in your community reviewed?Yes5/5
  • "Were the specific floor plans/community features that interested you online reviewed? Answer NA if you did not say there was a specific floor plan or feature that interested you."Yes5/5
  • Was your preference in location (for example: floor level, view, sunlight, etc.) for your apartment home reviewed?Yes5/5
  • Were your favorite things about where you currently live reviewed?Yes5/5
  • Were the things you would like to change about where you currently live reviewed?No0/5
  • Was what interested you about the local area reviewed?Yes5/5
  • Did the leasing consultant ask you "what else" or encourage you to clarify or expand on any of your answers?Yes5/5
  •  Total: 35/40
    35
    87.5

Onsite Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

All of the features that I said were important to me were reviewed including a renovated kitchen with stainless appliances and a full sized stack-able washer/dryer. She also mentioned the fact that I wanted an apartment with a lot of sunlight. She asked me again about what I liked about where I currently lived and I told her that I liked my proximity to Druid Hill Park. Eileen described in great length the area amenities including shops and restaurants as well as the communities proximity to 695 and i83. Eileen asked me a lot of "what else" questions. She asked me if I had any additional questions for her throughout the discovery process.

The Tour

  • THE TOUR: Were you asked if you preferred to see the amenities first or the apartment home/model? Please answer the following question NA if there were no amenities or no model/home to tour.Yes2/2
  • Did the leasing consultant control the tour?Yes3/3
  • "Did the leasing consultant praise the onsite professional staff and Management Company? For example: leasing, landscaping, maintenance or security staff"Yes1/1
  • Did the leasing consultant tour all recreation areas and amenities you said were important to you?Yes3/3
  • Did the leasing consultant discuss property benefits that you said were important to you?Yes3/3
  • Did the leasing consultant discuss surrounding area benefits that you said were important to you?Yes2/2
  • Did the leasing consultant tour the model, vacant, or occupied apartment? Please answer NA if there were no available apartments to show.Yes3/3
  • Did the leasing consultant highlight the apartment features that you stated were important to you during the Discovery process?Yes3/3
  • "Was value added to price during the presentation? (For example: ""Membership to our fitness center is included in your rent, so you can cancel your gym membership and save yourself the monthly fee."")"Yes2/2
  •  Total: 22/22
    22
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Eileen asked me what I preferred to see first and I told her that it did not matter. Eileen was in control of the tour the entire time and went over every detail including discussing the landscaping and flowers that were almost in bloom. Eileen said that the management was really excellent and that the maintenance staff were very professional and responsive. All of the features that I said were important to me were reviewed including a renovated kitchen with stainless appliances and a full sized stack-able washer/dryer. She mentioned the fact that I wanted an apartment with a lot of sunlight.

She asked me again about what I liked about where I currently lived and I told her that I liked my proximity to Druid Hill Park. Eileen described in great length the area amenities including shops and restaurants as well as the communities proximity to 695 and 83. We toured a vacant apartment that was move-in ready. Eileen did a great job touring the apartment and really highlighted the amenities of the apartment, especially the updated kitchen. She even showed me a lower level patio that had been nicely decorated with plants. Value was added during the tour when she pointed out the complementary accent walls that were available as well.

Handling Objections

  • Did the leasing consultant accept and acknowledge your concern?Yes5/5
  • Did the leasing consultant ask you to clarify by saying something like, "Tell me what you mean by..."Yes5/5
  • Did the leasing consultant remind you that they want to help you find the apartment home that meets your needs but let you know the decision is yours? Yes5/5
  • Did the leasing consultant offer options?Yes5/5
  • Did the leasing consultant confirm they had handled your objection?Yes5/5
  •  Total: 25/25
    25
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

My main concern was the fact that there wouldn't be any available apartments until mid-July. Eileen probed to see if there was any way I could wait until then. She also offered to keep in touch and to let me know if anything opened up before then. Eileen was very clear about finding an apartment that met my needs. As another option, we discussed the possibility of having a three-bedroom apartment instead of a two-bedroom but there were no three-bedroom apartments available either. Multiple times Eileen asked if she had answered the questions that I had to my satisfaction and I told her that she had.

Closing

  • Was urgency created during the presentation?Yes5/5
  • Did the leasing consultant attempt a pre-close / review of features and benefits you stated were important to you and ask if there was anything they had missed?Yes5/5
  • Did the leasing consultant ask you to apply today?N/A5/5
  • "Did the leasing consultant attempt a second close after handling any follow up objections? Answer NA if you did not give any follow up objections."Yes5/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?No0/5
  •  Total: 20/25
    20
    80

Comment (You must provide a brief summary under each category. This section is mandatory.):

Urgency was created during the presentation because there were no available apartments until July. Eileen reviewed my needs throughout the presentation and asked me if there was anything that she had missed or if I had additional questions. She was incredibly thorough. Eileen did not ask me to "apply today." Instead, she said that she understood why I couldn't apply today but she never actually asked me to apply. Eileen asked if there was a place I could stay until the apartment was ready in July and I told her that I was unwilling to move to an interim location which felt like a second close. She did not ask me to arrange a return appointment during a specific date/time.

Onsite Professionalism

  • Was the leasing consultant enthusiastic?Yes4/4
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant create rapport during the presentation?Yes4/4
  • Was the leasing consultant polite and sincere?Yes2/2
  • Was the leasing consultant dressed appropriately?Yes2/2
  • Was your name used frequently during the presentation?Yes2/2
  • Did the leasing consultant try to discover your needs or desires throughout the presentation?Yes2/2
  • Did the leasing consultant introduce you to other staff or point them out if they were not within range to be introduced?Yes2/2
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Eileen was very enthusiastic and upbeat during my entire visit. Her presentation felt natural and not at all canned. She seemed very proud of her job and the management company that she worked for. Eileen did a good job of creating rapport by asking me questions about my self and my interests. She was very polite and professional throughout the tour and seemed to sincerely want to find an apartment that met my needs. In the beginning of the tour, there was a maintenance man that came into the office and Eileen introduced him to me which was nice.

Fair Housing Awareness

  • Did the leasing professional refrain from asking any discriminatory questions (based upon protected classes)?Yes5/5
  • Did the leasing professional refrain from steering you to a certain size unit or part of the community, building, or floor?Yes5/5
  • Did the leasing professional refrain from practicing any delay tactics that would frustrate a person from pursuing a rental?Yes5/5
  • Did the leasing professional supply rental information, such as rental rates?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

At no point during the tour did Eileen ask any discriminatory questions. I did not feel steered at any point during the tour. Eileen did not practice any delay tactics but her tour was very long and redundant at times which was frustrating. The tour lasted over 40 minutes. Eileen supplied all relevant rental information including floor plans with pricing, a brochure and a list of recommended furniture sizes.

Follow Up - 24 hours

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?Yes10/10
  • Did the leasing consultant follow up again within 3 business days?Yes5/5
  •  Total: 15/15
    15
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Eileen called me on Friday afternoon and emailed me on Friday afternoon as well.

Performance Evaluation

Total Phone Score: 99%
On Site Score: 94%
Total Score: 0%

General Questions