Top

Report For Vivian Della at Mansfield Apartments

Report For Vivian Della at Mansfield Apartments

0%
Current Score
92.75%
Average Score
  • 86%
    2-7-2019
  • 100%
    10-08-2020
  • 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?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)?No0/5
  • Did the Leasing Professional suggest you visit the company website?Yes0/0
  • 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: 84/100
    84
    84

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

Vivian answered the phone by saying, "Thank you for calling Mansfield Apartments this is Vivian, how can I help you?" Vivian was warm on the phone and very efficient. She provided the pricing information for both one and two bedroom apartments. She described the apartment amenities as wall to wall carpet, central air and forced heat, laundry in every building and storage. She mentioned that all of the buildings were locked and guests had to be buzzed in.

She went over the application process and asked me if I was planning on applying the same day as the tour. She did not ask or determine any of my specific needs during our phone call but she did ask more questions when we met in person.

Vivian did ask me when I would like to come out and see the model and we selected an appointment for later that same day. Based on her presentation I was interested in visiting the community but I really didn't feel a pressing sense of urgency.

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 very easy to locate. The signs were clear, visible and in good condition. The signs directing me to the leasing office were also easy to see and follow. The grounds were all well maintained and there was no visible trash. The parking areas were also clean and did not have any trash. The leasing office was clean and orderly. The leasing office felt very welcoming. My overall first impression was a good one. The community at large seemed to be well maintained and orderly.
  •  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?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?No0/2
  • Did the Leasing Professional ask you to sit down?No0/2
  • 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? N/A0/0
  • 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: 14/20
    14
    70

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

Vivian stood to greet me and seemed to be expecting my arrival. She said "are you Erika" and I said, "yes". She offered me water and asked how my day was going. She seemed genuinely interested in helping me and knew what I was looking for from our previous phone call.

Vivian was dressed in business casual with a sweater that had the management company's logo visible. My first impression meeting Vivian was positive. She seemed to be very organized and made me feel like she was on top of the rental process as well as what the community had to offer. She was also very kind and seemed to be a genuine person.

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?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). 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: 23/26
    23
    88.46

Comments on Qualifying Needs. :

The guest card was completed on paper and Vivian filled out my information. Vivian asked me if I had a specific location in mind and I told her that I did not want a ground floor apartment. After learning this she only discussed available apartments on the 2nd and 3rd floor.

Vivian created a rapport by offering me refreshments. She seemed to be focused on what my needs were. Once she determined that I was looking for an updated apartment that's all she focused on showing me. She showed me the apartments features as we toured the office and then took me to another model so that I could get a feel for an apartment that wasn't set up like an office.

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?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: 17/19
    17
    89.47

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

Vivian was in control of the presentation the entire time. She was very knowledgeable and enthusiastic during the tour. She did use the site plan to show the locations of the available apartments. She mentioned that the management company had been around for a long time. She also mentioned that it was a very "cozy" community and she said that the residents really seemed to love living there.

We toured the office/model and another model apartment across the hall. Both models were clean and inviting. She went over the apartment benefits including storage and overall apartment size. As soon as she identified that I was looking for an updated apartment she overcame my objection by noting several updated options in neighboring communities on the map.

Early into the presentation, she asked me if I was planning on applying that same day. She also asked me the same question during our 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.?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.)Yes0/0

    Vivian did a good job at closing. She even asked me if I was planning to apply that day during our phone call. She spent time during the call and in person going over the application process. She also asked me if I wanted to apply when we met in person. I told her no because I was at the beginning of my search. She went over the current specials and also told me that there was Valentine's Day special coming soon as well.
  • 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?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?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?No0/2
  •  Total: 28/30
    28
    93.33

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.):

Vivian did ask me to come back and tour available apartments instead of just the model several times during her presentation. Vivian provided her business card, floor plans, and a community map. Vivian also referred me to Hartland Village because there was an available renovated two bedroom in that community.

She made my visit memorable by offering me refreshments when I first arrived and taking the time to show me the locations of the available apartments on the community map along with the pricing.

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).:

Vivian did not say or do anything discriminatory during the tour. The fair housing poster was visible in her office. When I asked about security she replied "how can you tell who's a thief?" and then she continued with the tour. I asked her if it was mostly working professionals that lived in the community and she said that she couldn't say because of fair housing and that whoever is qualified can live in 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.:

Followup call on 2.8.19 from Keisha at 11:54 am
Vivian called on 2.8.19 at 12:11 pm

Performance Evaluation

Total Phone Score: 84%
On Site Score: 87%
Total Score: 0%

General Questions