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Report For Heidi Telles-Sorto at The Lakes

Report For Heidi Telles-Sorto at The Lakes

0%
Current Score
93.5%
Average Score
  • 92%
    2-2-2020
  • 95%
    10-11-2020
  • 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?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?No0/5
  • 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?Yes0/0
  • 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: 95/100
    95
    95

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

After the 3rd ring Heidi answered with the name of the company and she introduced herself asking for my first name immediately. I told her my name is Karen. I said I needed availability on several different properties. She started to use my name in conversation and asked for my phone number. She asked what size apartment, my move date, and any pets. She explained their pet policy and pet fees. She asked how I heard about them and she wanted to know what website. She asked for my price range.

She then gave me an overview of The Lakes with 19 communities and two properties in Sparks. She described the common apartment amenities that came with the communities in detail which included the water fee by apartment fee. She recommended Rossbrooke and 5 Corners and she quoted me prices but I wasn’t sure why since she didn’t ask me my preferences until afterwards.

Heidi did ask what my apartment preferences would be and I told her I would like to have a washer and dryer in unit so she then focused her speech to the Sparks, MD properties. She gave me the starting price of the one bedroom at Loveton Farms. She continued with the special they are running. Then she gave me the starting price of the two-bedroom.

After the pricing she told me about area amenities such as shopping and hiking trails. She then mentioned Cinnamon Ridge and gave me the starting price. She said for an additional $125 I could have the washer and dryer installed. I agreed that sounded like an option. Heidi invited me in for a tour. She asked for my email address and my last name. We agreed on 2:45 PM that same day to visit the Pavilion. She asked if I had any more questions. She used my name throughout.

Overall, Heidi was exceptionally professional. Her overview speech of The Lakes was very seamless. I may recommend for her to pause and ask the prospect more questions about his/her apartment search such as the following:

- What brings you to the area?
- Why interest you about this group of properties that you saw online?
- Where are you relocating from?
- What do you like/dislike about where you currently live?

Drawing the prospect out in conversation will help tailor her speech to the needs of the client.

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 parking lot was not full just one car so plenty of space. The office was warm and tidy.

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.)No0/0
  •  Total: 15/15
    15
    100

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

I entered the office, Heidi greeted me with a huge smile as she was standing. She said, “Welcome, my name is Heidi. How may I help you?” I said I had just called. She said, “sure, come on in!” She invited me to have a seat and offered me a something to drink. She asked if I was watching the Superbowl today to have small talk and build rapport. She asked me if I had received her email (attached to the bottom of report.) at www.livingbaltimore@gmail.com and I was driving so I told her I can’t read emails while driving.

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

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 our Residents Services department and our 24 hour emergency maintenance?No0/2
  • 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 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: 12/14
    12
    85.71

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

I entered the office, Heidi greeted me with a huge smile as she was standing. She said, “Welcome, my name is Heidi. How may I help you?” I said I had just called. She said, “sure, come on in!” She invited me to have a seat and offered me a something to drink. She asked if I was watching the Superbowl today to have small talk and build rapport. She asked me if I had received her email (attached to the bottom of report.) at www.livingbaltimore@gmail.com and I was driving so I told her I can’t read emails while driving.

She asked if I would be the only one in the apartment and I confirmed that I would be. She had a guest card and did read me back my information she received over the phone of size apartment, phone number, pet, and lead source.

As we looked at the floor plans on the wall, Heidi reviewed the differences in each of the communities that we had discussed over the phone. She explained how they knocked down walls to give an open floor plan. She shared that her brother lives on property and they enjoy their living space. She mentioned the USB connection in the Island and built in microwaves. She said they have availability for my March timeframe and she asked if I was flexible. I said I would be. She referred back to my need for a washer and dryer in unit and she focused on Loveton Farm and Cinnamon Ridge. She did explain the storage units.

Heidi gave me price quotes for several of the communities. We were able to narrow down to Loveton Farms which provided me the washer and dryer in unit and the open, renovated floor plan. She invited me to see a vacant at Loveton Farm and she said she would contact the leasing agent there.

She reviewed the application cost and process. She gave me the map of the community. She asked I had any other questions. I asked how secure the entrance doors were to the building and she explain the intercom system and that I would get two sets of keys – one to main door and the other the front door of apartment. I asked about community amenities and she said they take care of snow and trash removal plus sewer. I asked if there was a pool and gym. She said they can keep their rates lower by not offering those amenities; However, there is Brick Bodies and Beaver Dam Swim Club.

I asked Heidi if the community was an older people community and she said they “lease to anyone that qualifies”. She gave me the brochure which she had reviewed everything in it and we said our goodbyes.


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.):

Heidi extended an invitation to go visit Loveton Farms and she told me she would send the guest card over to the leasing agent. She gave me the sheet showing what I needed to apply and told me the reduced application fee. I told her I would go visit Loveton Farms the following day so points given for question #5. She did say she would stay in touch.

Overall, Heidi was jovial and professional. She was very thorough in her delivery of all the communities and was very good at narrowing down one community for me. We never discussed where I was currently living or why I was moving. Heidi did a great job. I would recommend that she slow it down just a little and ask more questions of the prospect to learn about their motivation for moving. This would give her a better idea of how quickly she may close the business or why the prospect didn’t rent.

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

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.:

I did not receive a follow up phone call from The Lakes.

Performance Evaluation

Total Phone Score: 95%
On Site Score: 88%
Total Score: 0%

General Questions