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Report For Laura Carrell at Loveton Farms

Report For Laura Carrell at Loveton Farms

0%
Current Score
94.12%
Average Score
  • 88%
    2-7-2019
  • 93%
    09-14-2019
  • 99%
    03-08-2020
  • 97%
    10-7-2020
  • 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?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?N/A0/3
  • 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: 92/100
    92
    92

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

Laura introduced the community and then introduced herself. During the phone presentation, she did ask for my name and she used it several times during the conversation. The tone of Laura's voice was very warm and welcoming. Laura asked me if I had specific needs and I told her that I was interested in an updated apartment that was not on the ground floor. Laura described several apartments that met my criteria. She let me know that both the one and two bedroom available apartments had a washer and dryer in unit.

Laura did ask me when I would like to visit the community but I did not feel a sense of urgency. We set a specific appointment time for later that same day. Laura offered directions to the community and I told her that if she could just provide an address then I could just use GPS. Based on her presentation I was definitely motivated to visit 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 clearly visible and in very good condition. There was adequate signage in the community and I found the leasing office with no issues. The lawns were neat and the overall landscaping was very tidy and free of trash. The general appearance of the parking area was also in good condition. There was no trash on the grounds. The leasing office was very orderly and also doubled as the updated 2 bedroom model. The leasing office was very inviting and overall I felt very welcomed. My first impression was a very positive one. The community seemed to be well cared for overall.
  •  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?Yes2/2
  • Did the Leasing Professional shake your hand?Yes2/2
  • Did the Leasing Professional introduce him/herself?No0/2
  • Did the Leasing Professional obtain your name during the visit?Yes2/2
  • Did the Leasing Professional continue to use your name in the conversation?No0/1
  • 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? No0/0
  • 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: 17/20
    17
    85

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

Laura stood to greet me right away and shook my hand. She welcomed me to the community but did not introduce herself. Laura did confirm my name when I arrived but did not use it throughout the tour. Laura was dressed in business casual and her shirt had the company logo. Laura seemed to remember our phone call and she reviewed the needs that we discussed over the phone and had my information ready for my arrival.

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?No0/1
  • 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?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: 24/26
    24
    92.31

Comments on Qualifying Needs. :

When I arrived my information was being referred to from a paper guest card. I told Laura that I found the community on apartments.com. She also reviewed the apartment size that I needed and as well as my move-in date. Laura identified that I had one cat but did not ask for my price range.

As the tour progressed we discussed that I lived in the city and that one of the issues that I wanted to leave behind was safety. Laura asked me what my specific needs were and determined that I was looking for a two bedroom preferably updated. Laura also let me know that the floor plans were all the same. We toured the office that featured an updated kitchen as well as a one bedroom model that was a classic model.

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. No0/2
  •  Total: 17/19
    17
    89.47

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

Laura was in control of the tour the entire time and was very enthusiastic and positive. Laura included floor plans and pricing. We toured the office that featured an updated kitchen as well as a 1 bedroom model that was a classic model. Additional features that Laura was sure to point out were the built-in shelves, corner window in some of the units, secure buildings, and in-unit washer/dryers. She also discussed how convenient the apartment's location was, right on the 83 corridor. She told me that the water would be an additional $15 per month.

My main objection was that the available two bedroom apartment did not have an updated kitchen. Laura offered suggestions to overcome this issue including painting and getting creative. She made the dated kitchen seem like not such a big deal considering that I liked everything else about the apartment.

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?No0/0
  • 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?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?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?No0/0
  • 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.)No0/0
  • 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.):

Laura was very clear about discussing rental rates for the updated and classic models. Laura did mention current specials and she also let me know that the specials changed weekly. She did not ask me to fill out an application but she provided me with her card and information containing floor plans, pricing, and community information. She also mentioned the company website and suggested that I visit.

Based on her presentation I would have leased from her. She was polite and seemed very kind and knowledgeable.

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).:

During the tour, Laua didn't do anything that could be perceived as discriminatory. When I told Laura that I was looking for a "safer" community she told me that she really couldn't comment on safety but encouraged me to do my own research about the community including contacting the local police department.

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.

Performance Evaluation

Total Phone Score: 92%
On Site Score: 84%
Total Score: 0%

General Questions