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Report For Cody Handlir at Cranbrook Apartments

Report For Cody Handlir at Cranbrook Apartments

0%
Current Score
76.67%
Average Score
  • 87%
    2-25-2019
  • 86%
    09-07-2019
  • 58%
    10-14-2020
  • 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).N/A3/3
  • 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?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?No0/5
  • 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?No0/3
  • 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: 89/100
    89
    89

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

I called several times and Cody's colleague answered the phone. Eventually, I asked to be transferred to him and when he picked up and introduced himself. He obtained my name but did not use my name throughout the conversation. Cody was very warm on the phone and seemed knowledgeable. Cody asked for my phone number and asked me where I heard about the apartment and I told him apartments.com. Cody also asked me if I was looking for any specific features and I told him that I wanted an updated kitchen and bath and I did not want a ground floor apartment. Cody asked if I wanted to come in for a tour pretty early into our conversation and we set an appointment for later that same day.

Cody asked me if I was familiar with the area and I told him that I would be using GPS. He also made sure I had the correct address. Based on his presentation I did not feel a sense of urgency but I was looking forward to visiting the community.

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

    The community was easy to locate. The main signs were clear and in good condition. I found the leasing office very easily. The lawns were neat and there was no visible trash when I visited the community. The general appearance of the parking area was also tidy and free of trash. When I arrived the leasing office was neat and inviting. The office felt very welcoming. My first impression of the community was a positive one. The grounds and main building were well kept.
  •  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?Yes0/0
  • Did the Leasing Professional introduce him/herself?Yes2/2
  • 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? 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.)N/A0/0
  •  Total: 18/20
    18
    90

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

As soon as I walked into the office Cody stood to greet me and asked if he could help me. I told him that I was Lisa and he shook my hand. He asked me to have a seat while he reviewed my information. Cody did obtain my name when I arrived but he did not use it during the visit in our conversation.

Cody made a positive first impression. He was polite and seemed sincere. He seemed to pay attention to my needs and had a clear idea of what I was looking for. He was dressed in business casual with the company logo on his shirt. Cody had the information that we discussed over the phone ready when I arrived. He seemed to remember my phone call.

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?No0/1
  • Did the Leasing Professional identify if you have any pets?Yes1/1
  • Did the Leasing Professional identify where you live now?Yes1/1
  • 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? N/A2/2
  •  Total: 21/26
    21
    80.77

Comments on Qualifying Needs. :

Cody completed the guest card on paper. Cody asked me how I heard about the community during our phone call (apartments.com) but not during our meeting. He reviewed my move date and number of occupants. Towards the end of the tour, Cody made sure I had information regarding the pet policy.

During the tour I let Cody know that I lived in the city but he did not specifically ask why I was moving. Cody reviewed my specific preferences, no ground floor apartments, and an updated kitchen and bath. Unfortunately, Cody did not create a sense of rapport and our conversation was only about the apartment building. Cody let me know that all of the buildings had laundry and that all guests had to be buzzed in. He also let me know that the apartments with an island/open floor plan would also have outlets and a USB outlet installed in the island. He also let me know that all of the apartments came with additional storage available for no additional cost.

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?No0/2
  • 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?No0/1
  • 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: 14/19
    14
    73.68

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

Cody was in control of the presentation the entire time and was an enthusiastic tour guide. Cody discussed the apartment's features including deep closets, a roommate style bathroom, laundry in every building and additional storage as well.

Cody showed me the model apartments across the hall both of which were clean and well lit. My objection was that I wasn't ready to make a decision to lease that same day. Cody told me that he understood this decision but also let me know that the current specials could change quickly and that if I applied within 48 hours I would have $650 waived from my first month's rent and I would also get a cruise for two. During the phone call, Cody asked me if I was interested in filling out paperwork when I came in so he was already closing during the phone call.

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.)Yes0/0

    Cody discussed rental rates with enthusiasm. He created a sense of urgency by letting e know that the apartments rented pretty quickly so as soon as I was sure about moving to Cranbrook I should apply because the apartments were leased on a first come first serve basis. Cody asked me to apply by asking me if I was "looking to do paperwork today" to which I replied no. I told him that I need to shop a little bit more before making a decision. He also let me know that the special that they were running would be ending the same day as my visit and that the pricing and availability may change which also created a sense of urgency.
  • Did the Leasing Professional attempt to schedule another visit to the community?No0/2
  • 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?No0/0
  • 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.)Yes0/0
  • Did the Leasing Professional ask permission to keep in touch?No0/2
  •  Total: 26/30
    26
    86.67

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.):

Cody provided me with a brochure that included floor plans, his business card and map of the community. He also offered me a free cruise for 2 if I applied within 48 hours. Based on Cody's presentation I would have rented from him. He was knowledgeable and had a good handle on the specials that were available. Adding the cruise made the visit more memorable. Cody did not specifically ask if it would be OK to keep in touch but he made me feel comfortable enough to reach back out when I made a decision.

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

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

When Cody told me that all of the doors were locked and that guests had to be buzzed in I told him that safety was really important to me and that I wanted to move somewhere that was safe. Cody agreed that safety was important but did not say anything more to confirm or deny safety within the community.

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.:

2.26.19 at 12:12 pm

Performance Evaluation

Total Phone Score: 89%
On Site Score: 84%
Total Score: 0%

General Questions