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Report For Megan Cherry at Mansfield Apartments

Report For Megan Cherry at Mansfield Apartments

0%
Current Score
86.93%
Average Score
  • 87%
    2-1-2020
  • 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?No0/5
  • Did the Leasing Consultant determine if you had any pets?Yes5/5
  • Did the Leasing Consultant determine your price range?N/A5/5
  • Did the Leasing Consultant determine specific needs (i.e. w/d connections, up/downstairs, fireplace)?N/A5/5
  • 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?No0/3
  • 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.):

After the sixth ring the voicemail came on and it was interrupted by Megan picking up the phone. She stated the name of the community and she introduced herself. I told her I was calling to check on the availability of their apartments. She asked me what size apartment I was seeking and I told her either a one or two bedroom depending upon size and price. She asked me when I needed to move. I told her by March. She gave me the availability of both and quoted me rates. She said the two bedroom is $1,042 and the one bedroom is $942. She waited for me to reply. I commented that it wasn’t much of a difference between the two in price. She acknowledged my thought put provide any reasoning.

I asked if both options were renovated, she said they were both renovated and explained the bathroom was renovated as well. Megan invited me in for a tour. She asked for my first and last name. I told her Karen Taylor. She then asked for my contact number and I gave her 301-245-3515. We agreed on 1:45 PM that same day. She asked me how I heard about them. I told her apartments.com. She asked if I had any pets and I told her I was thinking about a dog. She said they only accepted cats but Hartland Ridge accepted dogs. She quoted me a price for Hartland Ridge. She was quick to tell me they had a renovated unit at Hartland and it was “$10 cheaper”. I asked if she was renting for both of those and she confirmed she did.

Megan used my name in conversation throughout the call. She told me if I wanted to apply that day then bring a valid ID and the application fee was $25 and the accept a money order or debit card.

Megan thanked me calling and we said our goodbyes.

Overall, Megan was pleasant and professional. She was knowledgeable of her availability at each location. I would recommend that she ask more questions about what I was seeking in my new apartment home and community. I had to ask about renovations and then she told me the bathrooms were renovated as well but she didn't go into much else. Megan didn't ask for my price range but she gave me rates and I didn't bulk at the price; However, she could follow up after stating the price and ask if that was in my range.


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

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?No0/0
  • 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 ask you to sit down?N/A2/2
  • 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
  •  Total: 19/19
    19
    100

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

I entered the leasing office. Megan was sitting at her desk. She stood up to greet me as I entered the office. She gave me a big smile and she asked how she could help me. I told her I called earlier and she then recalled our conversation and introduced herself. She immediately stated that I was looking for a one or two bedroom and she offered to show me the model. I followed her as she led me through the model.

We did sit back at her desk after the tour and she reviewed availability. So points given for #7.

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?No0/2
  • Did the Leasing Professional identify phone number?Yes2/2
  • Did the Leasing Professional identify price range or budget?N/A1/1
  • Did the Leasing Professional identify if you have any pets?Yes2/2
  • Did the Leasing Professional identify where you live now?No0/1
  • 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.)?No0/2
  • 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
  •  Total: 19/26
    19
    73.08

Comments on Qualifying Needs. :

After entering the leasing office Megan immediately began the tour. She did not invite me to sit down and review the Identifying Needs; however, I gave points to those questions that were asked over the phone but they were not reviewed in person aside from size apartment needed.

Megan did not take any opportunity to ask questions about where I currently lived or why I was moving. She did not ask about the features I was seeking in my new home or community. It was only when I asked about renovations and community amenities did it come up in conversation.

I did observe a guest card in my name on her desk but is was not reviewed.

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 our Resident Services department and our 24 hour emergency maintenance?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?Yes2/2
  • Did the Leasing Professional show a model apartment that was clean and neat? 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. No0/1
  •  Total: 16/19
    16
    84.21

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

I entered the leasing office. Megan was sitting at her desk. She stood up to greet me as I entered the office. She gave me a big smile and she asked how she could help me. I told her I called earlier and she then recalled our conversation and introduced herself. She immediately stated that I was looking for a one or two bedroom and she offered to show me the model. I followed her as she led me through the model. She began describing that all the apartments have the breakfast bar. She explained the difference between the classic style and the renovated apartments. She did say the counter tops are “granite” which I should be changed to granite-like. She explained the intercom system and what floors I have available balconies. She said the bottom floors have a large picture window and walk-out patio.

Megan was very thorough during the walk through and explained every detail of each area. We discussed how the furniture fits. We then went to the two-bedroom model and again she walked me through explaining the features of each area.

Megan then told me about the storage unit and how I would need my own lock. She said the laundry room was on the first floor of each building. She never showed me either. She explained how I could have one wall painted free of charge.

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. No0/3
  • 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?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.)No0/0
  • Did the Leasing Professional ask permission to keep in touch?N/A2/2
  •  Total: 25/30
    25
    83.33

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.):

After the tour we went back to her desk and she had a specific available apartment that she described for me and then quoted me a price that was slightly better than the price she gave me on the phone which was good news. She gave me a couple options of the one- and two- bedroom. She said water, trash removal and parking are included. She offered to give me keys to see a vacant renovated apartment. I asked if I could see the actual apartment I would be moving into. Megan said I could and the keys were at the Information Center. She said she would let me know that I was coming.

Megan called the information Center to make sure they had the keys. She then showed me the floor plans of what we had discussed. She showed me the sheet which listed everything I would need to apply. She showed me the pet policy. She said she would send my card over the Pavilion.

I asked about the parking lot and if they had any problems with break-ins. She said “they did not have any problems”. I told her there are days I work from home and I could hear someone talking inside their apartment so I was concerned about a lot of families and it being too noisy. She said they “leasing to anyone that qualifies”.

She gave me the option of coming back and doing the lease with her or at the Pavilion yet she didn’t ask me if I would apply it as just assumed that I would so there were more objections that needed to be uncovered. She never asked where else I was looking or why that area nor where I worked. Megan did not try to pre-close me with preliminary information on how much income I would need. This would

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 appropriately?Yes0/0
  •  Total: 0/0
    0
    NAN

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

I asked about the parking lot and if they had any problems with break-ins. She said “they did not have any problems”. I told her there are days I work from home and I could hear someone talking inside their apartment so I was concerned about a lot of families and it being too noisy. She said they “leasing to anyone that qualifies”.

During the demonstration, she did explain the intercom system.

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.:

Megan called the following day to follow up.

Performance Evaluation

Total Phone Score: 89%
On Site Score: 85%
Total Score: 0%

General Questions