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Report For Shampain Page at Cedar Run Apartments

Report For Shampain Page at Cedar Run Apartments

0%
Current Score
91.75%
Average Score
  • 91%
    01-25-2019
  • 93%
    09-07-2019
  • 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? No0/15
  • Did the Leasing Professional ask for your email address?No0/0
  • Did the Leasing Professional ask how you knew about the community?No0/3
  • 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?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?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?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: 82/100
    82
    82

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

After the 3rd ring... “Thank you for calling Cedar Run, this is Shampain, how can I help you?” I told Shampain I was calling to check on availability of their apartments. She asked me what size. I told her most likely a one bedroom if it was over 700 square feet. She confirmed they had available apartments that size. She discussed the three communities and offered me White Oak and Shade Tree that met my needs. She then mentioned one had a laundry room and the other had in unit washer and dryers. I told her I preferred the in-unit washer and dryer.

Shampain asked for my floor preference and I told her the bottom floor with a patio. She described the two options available. She asked how soon I was looking to move and I told her the beginning to mid- March.

She quoted me prices for both communities and described some of the apartment features. She asked me about pets and said Shade Tree accepts dogs. She quoted me more rates and described an upcoming renovated unit. We discussed some options for the renovated units.

Shampain told me about the current special of waiving the application fee which created a sense of urgency.

She invited me in for a tour and we agreed on a time. She asked for my name and used it in conversation. She re-introduced herself and asked me if I needed directions. She thanked me for calling and we hung up.

Shampain was very helpful and professional. She had a courteous tone. She introduced the property and herself very quickly at the beginning. It was hard to understand what she said.

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 property was very clean and no debris could be sited. The lawn was cut short and hedges were trimmed. The leasing office was neat, clean and well-organized. I could envision living in a property such as this one. The staff were friendly and calm.
  •  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?Yes2/2
  • 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: 20/20
    20
    100

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

When I first walked into the leasing office, Shampain greeted me and asked was I Ms. Davis. I said, "yes" and she shook my hand. She verified she had the correct spelling of my name. She also confirmed my interest in a two-bedroom unit and asked if I preferred to see a model or a vacant. She pointed out that we were currently in a model. I told her it would be fine to take a look at the model we were in.




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?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?Yes2/2
  • 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). Yes2/2
  • 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: 25/26
    25
    96.15

Comments on Qualifying Needs. :

Shampain filled out the customer card while I was onsite. She was very friendly and easy to talk to. She pointed out things that would be important to me such as pricing. She also was very transparent about what expenses were expected to be paid.

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?Yes2/2
  • Did the Leasing Professional mention the professional management?Yes1/1
  • 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?Yes1/1
  • 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 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: 19/19
    19
    100

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

Shampain initiated the tour by showing me the living room area and pointed out the large window. She pointed out the resident-controlled entrance mechanism stationed on the wall by the kitchen and she showed me how to operate it. She presented the kitchen and it’s features and let me know that each kitchen comes equipped with a washer, a garbage disposal, a refrigerator and an electric stove as well and their cabinets on both sides of the galley kitchen.

She showed me the thermostat and explained that it can be individually controlled. She also pointed me in the direction of the coat and linen closets within the unit. She mentioned that a lot of the bathrooms have changed over to white toilets and tubs, as the model had a brown toilet and tub. To show me this change, she offered to show me the one-bedroom model across the hall, which had an upgraded bathroom and kitchen; I accepted her offer to do so.

She notified me of the laundry rooms located on the bottom floor of each apartment building and the facility holds two washers and two dryers. She informed me that the laundry facility requires use of a laundry card eliminating the need to come outside of the building to get change. She informed me that storage exists on the 1st floor of each building and showed me the storage room and she added that about six totes could fit inside.

Shampain took control of the presentation and was a very calm and collected presenter. Ms Page asked closing at the beginning of the presentation. Through out the presentation she pointed out the various different features of the apartment and property. She also made various options available by extending White Oak apartment options.

Ms. Page effectively overcame objections. I asked her about a gym and/or pool and she gave me an alternative and recommended two nearby gyms. I asked her about renovations and she let me know that some of the units were updated and offered to show me an example using the model.

She inquired if Cedar Run was the first apartment that I have visited. She provided an overview of the Property Management Company noting that they had been in business for over 75 years with a local headquarters, in Cockeysville, Maryland.

She informed me that the water fee was a flat rate of $17.50 and other than that, the only charge would be for the rental confirming that trash and parking were no charge. She also added that there were many trash receptacles and plenty of parking on the premises.

Ms. Page explained that their application process is different from other companies and the only thing is paid upfront is the $25 application fee, which would be paid for any occupants in the unit that are over the age of 18. I would be required to fill out a two page application that would request two emergency contacts, occupant information (such as: where I lived for the past two years) and income information. The lease would be signed the same day the application fee is paid.

She informed me that on the back of the lease there’s a quote regarding the security deposit which can range anywhere from $250 to 2 months’ rent. The rental office focuses on the rental history and income as qualifying factors for leasing an apartment. She went on to explain that once the application is received by the main office a credit check is conducted.

Shampain informed me that once my credit check returns, the rental office will be able to assess the amount of the deposit that will be required. At such time, I will have the opportunity to change my move-in date if by chance I need to secure additional funding for the apartment. I would also have the option to keep the move-in date I initially established or I could cancel all-together. It was comforting to know she wanted to inform me of my available options.

She let me know that if I decided I wanted to change to a more renovated apartment, changes could be made before getting approved. I inquired about renovated and she happily suggested showing me one. She conducted an analysis on vacant apartment units to show me, provided me with prices on the units and offered to show me the unit of my choice. I declined to see the vacant apartment because she would not be accompanying me to the apartment but instead requested to have my ID so that she could provide me with the keys to the vacant apartment unit. She left the option open to me and provided me a map with the directions to the unit. At this point, I inquired about a gym and/or a pool on the premises and she responded offering that the property does not have a gym or a pool in effort to keep costs low for tenants. She informed me that there was a YMCA nearby that I could join nearby with an affordable membership cost.

She invited me to see the model across the hall since I opted not to go to the vacant unit and begin to show me the renovated features available in the unit. She explained that the renovated kitchen had updated appliances, cabinets and a microwave with the unit, as well as the granite counter-top. She led me to the renovated bathroom and showed me that the renovation included both a white tub, toilet, vanity and tile. She showed me the one bedroom and showed me how the closets allow the hangers to hook underneath.

She asked me did I live in the area as of current. I responded I did not. I let her know I just received a promotion at my job and that it has called for me to work at another store location and that I am looking to shorten my commute.

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.?Yes0/0
  • Did the Leasing Professional use a closing technique not listed above? (Please specify in the comment box at the end of the section.)No0/0
  • Did the Leasing Professional attempt to schedule another visit to the community?Yes2/2
  • 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?Yes0/0
  • 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?Yes0/0
  • 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?Yes2/2
  •  Total: 30/30
    30
    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.):

We went back to the office and she let me know that she was going to prepare a folder for me that included the map that she had annotated for me in the folder. She also provided the hours of operation so I could come back during the hours of operation to see the unit with my daughter. I took that opportunity to inquire about other people my daughter’s age on/near the property. Her response was that the property rents to all qualified applicants but there are UMBC students on the property. That response led me to inquire about any gang activity in the community. She let me know that she had not heard of anything at the leasing office but, there is 24-hour maintenance available in the community. She let me know that while they are not security, if anything arises or I have questions or concerns, they can assist.

She let me know that when I’m ready to apply I need to bring my government issued ID, Social Security number, employment information which (current pay stubs or letter from my employer). She also let me know that I will have to bring documentation confirming my daughter’s status as a student.

Ms. Page informed me that the property will accept any form of payment except cash for a security deposit. She reconfirmed that I did not have any pets. She asked me if I wanted to set up another time to come back into the office and I let her know that I would need to reconvene with my daughter prior to coming back but, that I would let her know. She showed me where in the folder where the office number website and office hours were located. At the end of our visit she thanked me for my time and told me it was nice meeting me.

I liked that the leasing agent provided options available related to my financial situation. She made me feel very comfortable that if for any reason my security deposit was out of my financial range, I could move my move in date back to a more comfortable date. This gave her an empathetic and "human" touch.

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).:

Upon inquiring about the property's security, Ms. Page let me know that the leasing office has not had any adverse instances brought to their attention, and there is an onsite maintenance team 24-hours.

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.:

Ms. Page reached out to me to follow up on 1/25/2019 at around 5:30PM.

Performance Evaluation

Total Phone Score: 82%
On Site Score: 99%
Total Score: 0%

General Questions