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Report For Elaine Winters at Meadow Creek Apartments

Report For Elaine Winters at Meadow Creek Apartments

0%
Current Score
88.61%
Average Score
  • 86%
    3-29-2019
  • 91%
    06-21-2019
  • 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.):

Elaine answered the phone in a very cheerful manner. She introduced the name of the community and then introduced herself. After her introduction, 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.):

Elaine asked me for my apartment size and I told her I was looking for a two bedroom. She asked for my move date, number of occupants if I had any pets and my reason for moving. She also asked me how I heard about the property 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?No0/5
  • 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?No0/5
  • 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: 30/40
    30
    75

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

Elaine asked me if I wanted updates and I told her that I would prefer an updated apartment. She asked how I heard about the community and I told her apartments.com. She told me that she had 2nd and 3rd-floor apartments available and if those floors would work. I told her that anything except the ground floor would be fine. She ask what brought me to Westminster and I told her that I needed to move to a calmer area and that her prices were really good. She did ask if I had additional questions which helped me expand my answers.

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. No0/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.No0/3
  •  Total: 5/10
    5
    50

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

Elaine mentioned the prices after discovering that I was interested in an updated two bedroom apartment.

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.):

Elaine invited me to visit the community and we scheduled for later that same day. Elaine did ask me if I was familiar with the area. I told her that I was not familiar but would be using GPS. She gave me the address to the community at that time.

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.):

Elaine repeated my appointment time just before ending our conversation. She asked me for my phone and email during the phone call. Her good-bye was very friendly and she thanked me for calling.

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.):

Elaine did a very good job at creating a sense of rapport over the phone and made me feel like my needs were important to her. She was in control of the conversation. She had finesse and was very knowledgeable of the availability and leasing process. Her presentation felt very natural like we were having a conversation. Elaine did use my name several times during the call and all my questions were answered to my liking.

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?N/A5/5
  •  Total: 20/20
    20
    100

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

When I arrived, Elaine was standing when I arrived and shook hand. She confirmed that I was Karen and then introduced herself. She seemed to be anticipating my arrival and seemed eager to show me the community. She asked me to have a seat and told me that she would be reviewing my needs.

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?No0/2
  • Was your reason for moving reviewed?No0/1
  • Was your place of employment or occupation reviewed?No0/2
  • Was whether or not you had pets reviewed?No0/1
  •  Total: 6/12
    6
    50

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

She had a guest card with my information from our phone call on her desk. She told me that she would be showing me an updated two bedroom apartment that had a brand new kitchen.

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?No0/5
  • 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: 30/40
    30
    75

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

Elaine reviewed the fact that I wanted an updated two bedroom and that the apartment that we would be touring had a brand new kitchen which was important to me. She showed me a 2nd floor apartment that I stated that I was interested in over the phone. She remembered my needs.

She asked me if I knew much about the local area and I told her that I did not.

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.No0/2
  • 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: 20/22
    20
    90.91

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

Elaine did not ask me if I had a touring preference and we started with the fitness center that was located directly next to the leasing office. Elaine introduced me to the leasing manager who greeted me and was very polite as well. Elaine told me how fantastic the maintenance staff was and she also let me know that some of the staff lived onsite. She told me that she had never worked with a better team.

We toured the fitness center which was important to me. We toured a vacant apartment that had just been updated and was move in ready. Elaine highlighted all of the features that I said were important to me especially the new kitchen. She also told me that white kitchens would also be available in the near future that also added a lot of value. She also told me that the carpet in the common areas of the apartment buildings was being replaced.

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..."No0/5
  • 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: 20/25
    20
    80

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

My concern was that I was at the beginning of my tour and that I still needed to consider other apartments. She overcame my concerns/objections by telling me that the Meadow Creek apartments were substantially larger than neighboring communities. Elaine's actions made it obvious that she was interested in helping me find an apartment. She offered kitchen cabinet finish options (Oak/white) for the newly renovated apartments that also added value. Elaine successfully handled my objections and offered solutions that made Meadow Creek seem like a nice community to live in.

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?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."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 she told me (over the phone) that the rental rates changed every 24 hours. During the tour, Elaine told me how well I would fit in and how much she wanted me to live there which she was pre-closing me. She did ask me to apply today. When she asked it felt like a very soft close.

She attempted a second close by asking me if liked the apartment that we toured and then after I said, "yes". She asked me if I wanted to put that apartment on hold.

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?No0/2
  • 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: 18/20
    18
    90

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

Elaine was kind and enthusiastic throughout the tour. Her presentation felt very natural and the tour just felt like a conversation. She created a rapport by sympathizing with my need to move. Elaine was consistently polite and sincere. She was dressed in business casual and had a name tag on. I felt like Elaine was interested in discovering my needs and that she was also interested in meeting or exceeding my needs. Elaine introduced me to the leasing manager during the tour.

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.):

Elaine did not ask any discriminatory questions during the tour. I did not feel steered to a particular apartment or part of the community during the tour. Elaine gave a very efficient tour and did not exhibit any delay tactics. She also provided me with rental rates and brochures.

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.):

Elaine left a voicemail on 4/3/2019 at 10:25 am. Elaine did ask for my email address over the phone but I did not receive a follow up email.

Performance Evaluation

Total Phone Score: 87%
On Site Score: 85%
Total Score: 0%

General Questions