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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 answered the phone with enthusiasm. She said the name of the apartment community when she answered and she introduced herself by name. She asked for my name.

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?Yes1/1
  • Did the leasing consultant ask how you heard of the property?Yes2/2
  •  Total: 13/13
    13
    100

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

Eileen covered all these questions.

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.):

This call lasted for 26:00 minutes. She was extremely thorough. She asked for my first and last name up front. She asked how I heard about them and I her apartments.com.

I told Eileen I hadn’t shopped for an apartment in a while and I needed help. She was very enthusiastic to help me. She asked where I was currently living and I told her I was staying with family. She asked why the need for a move and I told her that it was just time. She asked me how soon I would be moving. I told her within the next 30 days. She deduced I'd be moving about November 2, 2019. She asked if there was any flexibility because they had no vacancies until January, 2020. She suggested that I could look at the outside of the units because everything was rented. I told her that I can wait till she had a unit open to look. We made the appointment for 10/10/2019.

She asked what size I needed and I said two bedrooms for me and my daughter. She asked if I had any pets and I told her about my cat. She told me the pet prices. She asked for my phone number and email address. She asked what was important to me in my apartment home. She told me about the utilities and water along with the trash pick up and she gave me the average price. I asked if they had a pool and she suggested Fox Glen had a pool and I could use their pool. She asked me about floor level and she clarified what I wanted. She asked if I would take something else if it came available.

Eileen provided the most thorough phone presentation thus far. I had a clear picture of the entire community and the features of the apartment. She asked my price range. She confirmed they were in my price range and she began to describe the floor plan layouts. She gave me the website address and suggested I go take a look. She walked me through their website as I looked.

She asked me if I needed directions and she described where they were located. She asked me what area of town I am in. She asked what I currently liked and what would I change. She told me all about the community which included shopping, gyms, grocery, and other area attractions. She asked me what else I wanted. She asked me what kind of work I do. She told me what the income requirements would be. She went over the application process.

I asked about rodent exterminators and she said they had a preventative maintenance program and she described it thoroughly.

She thanked me for calling and we said our good byes.

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 my price range. I said $1,500 to $2,000 is our budget and she said that their price is a lot less than my price range. She went over prices on the apartments.com website. She was extremely detailed, nonetheless.

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 for a tour. She is only there on certain days and Thursdays are one of them. We set it up for 10/10/2019 for 11:00 AM because she has meetings at 1:00 PM. She did ask if I was familiar with the location and she proceeded to give me directions. I asked about the closest bus stop and she said that it was just up the corner from the leasing office.

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 everything to me. She was beyond professional. She asked for my email and telephone number. She thanked me and gave me a friendly good bye. She was professional and friendly the entire time.

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 is very good at what she does. She talked quite a bit and she was very thorough. She did control the conversation and her presentation was natural, not canned. She used my name frequently. She answered all my questions and even those that I didn't ask.

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.):

Eileen stood when I came to the door. She was friendly and eager to help and she did smile quite a bit. It was all wonderful. She did review my needs like a pro.

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?Yes1/1
  • Was your place of employment or occupation reviewed?No0/2
  • Was whether or not you had pets reviewed?Yes1/1
  •  Total: 10/12
    10
    83.33

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

Eileen went over everything on the card: date of the move; the size of the apartment, occupants, pets, and reason for leave. She didn't ask about my occupation.

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."N/A5/5
  • 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?Yes5/5
  • 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?N/A5/5
  •  Total: 40/40
    40
    100

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

Eileen was completely thorough with everything on the card: amenities, floor plans, etc. She did ask if I prefer the top or middle floor. Many of these questions were answered during the phone discovery. We discussed floor plans during our tour, she mentioned balcony and patio versions of the apartments.

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.N/A2/2
  • 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 was exceptionally thorough. During our tour, we looked at the dishwasher, washer and dryer and two bathrooms. Whereas there was no value-added, she did mention the courtyard and it's cross breezes. The unit we toured was being remodeled. She introduced me to the head of maintenance during the wrap-up office visit.

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..."N/A5/5
  • 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.):

Eileen was a great tour guide for the apartment she showed me. She led me through each area of the apartment pointing out each feature. Any and every question I had she answered. She didn't really say, "Tell me what you mean ..." but that doesn't take away from the fact that she was exceptionally thorough. It was already established that the decision for me to decide on an apartment was mine to make. No other offers were made and there were no objections to handle. The closest one would be when I told her the distance was a factor to where I work in the city. She did say that there were people who worked in the city who traveled by bus who live in the community.

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?N/A5/5
  • Did the leasing consultant ask you to apply today?Yes5/5
  • "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."N/A5/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?Yes5/5
  •  Total: 25/25
    25
    100

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

There was a sense of urgency created because Eileen talked about how their apartments go fast. There was no re-mention of features mainly because I had to go to the restroom. She asked me to apply. I said no because I was still looking. She did say that because there really weren't any units available that I could try and apply in January. She said that she'd reach out to me--which she did today via email.

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 above and beyond enthusiastic, polite, and sincere. She was one of the best agents I have seen. She was dressed professionally in black and white. She consistently used my name and she was always trying to discover my needs. She seems like an excellent source of great customer service. She introduced me to a member of the maintenance team on the way back to the office.

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.):

Eileen only asked me questions referencing my apartment seeking needs. She was great. no discriminating questions. She was just very professional.

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 sent me an email talking about how it was great meeting me today. I enjoyed Eileen and see why she got so many good reviews on apartments.com

Performance Evaluation

Total Phone Score: 100%
On Site Score: 99%
Total Score: 0%

General Questions