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Report For Eileen Hargett at Mansfield Apartments

Report For Eileen Hargett at Mansfield Apartments

0%
Current Score
95.5%
Average Score
  • 96%
    10-12-2019
  • 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?Yes15/15
  • Did the Leasing Professional ask for your email address?Yes0/0
  • 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?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: 100/100
    100
    100

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

Eileen answered the phone with the name of the community and she stated her name. She was very friendly and calming. I told her I was looking for an apartment and wanted to see what they had available. Eileen asked me for my name and used it in conversation. She confirmed my move date for November and we discussed either a one or two bedroom depending upon size and price. She first quoted me the price of the one-bedroom and then for the two-bedroom. She told me when they would be available. She asked me how I heard about them and if I was bringing any pets along. I told her apartments.com and no pets.

Eileen went on to tell me what came standard with all of the apartments which was wall to wall carpet, privately controlled heating and air, free water, free trash, and free parking. She pointed out that the water is a big saving. She asked if I had any special features. She asked for my phone number and email address. She invited me in for a tour and we agreed on 12:00 noon. She asked me if I needed the address and she provided it.

She explained the special that they are having and she told me what I needed to bring if I wanted to apply. We said our goodbyes and they call ended.

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?No0/2
  • Did the Leasing Professional ask you to sit down?N/A0/2
  • 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: 16/20
    16
    80

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

When I entered the leasing office, Eileen stood up and came from around the desk. She said my name, and I shook her hand. She did not use my name in conversation. Eileen went back around the desk and grabbed a book with available apartments and prices. She asked me what size unit I was looking for and when I wanted to move. She confirmed I wanted to move in November and asked when in November. She said they had a one-bedroom on the other side for $840 and a top-floor one-bedroom priced at $912 that was available on November 4th and renovated, with a cathedral ceiling. She did not ask me to sit down as we immediately went to look at the model.

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?N/A0/1
  • 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. :

On the phone, Eileen assessed my needs. She asked how I had heard of them. She quoted available one-bedroom apartments for $877 and $832 and two-bedroom apartments for $967 and $1012. She ascertained I wanted a one-bedroom apartment and asked if I had pets. I was not asked about my budget but she did provide rates and I did not bulk at the rate.

I proactively stated during the visit that I lived with my daughter but she did not ask if they were coming along. She asked if there were any special features I wanted and mentioned the apartments all had wall-to-wall carpeting, free water, free parking and free trash removal. Eileen created a sense of urgency by stating they had a current special of $350 off the first month's rent, $85 off the market rate and an application fee of only $25. She asked if I had a preferred floor level and captured my phone number, first name, last name and email . Eileen asked if I knew their location and gave directions. She advised if I wanted to apply that day, I needed to bring an ID, pay stubs, my employer's information and my landlord's information.

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?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?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: 15/19
    15
    78.95

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

Eileen was very friendly and professional. Eileen immediately took me on a tour of the model. She showed me the balcony. She said the model apartment was partially updated, and updates included black appliances and granite. She showed me the partially-updated bathroom and explained the renovations. She showed me the closet and shelves. We looked at the 3' X 5' storage unit on the middle floor. I asked if a king-sized bed would fit, and she said the one in the model was a queen, so a king would likely fit. She said there was no washer dryer in the unit, but this saved on the rent, and they had a laundry room onsite. She told me that water was free. Eileen offered the two-bedroom as well. She did not discuss the management or discuss the community. She did not ask closing questions early on.

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.?No0/0
  • 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?N/A0/0
  • 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.):

Eileen offered to show me a vacant apartment and mentioned it was the only one. She asked when I planned to make a decision. She asked how I had heard of them and let me know I could visit the website to see photos of the apartments. Eileen had quoted rates and talked about the specials on the phone call. She did not use assumptive phrasing but asked multiple times if I wanted to fill out the application. She asked to follow up.

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?No0/0
  • 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).:

Eileen addressed the safety question by stating the parking lot was well lit. She advised there was private access accessible by pressing a button. She did not say anything to discourage me from leasing. I did not see a Fair Housing poster.

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.:

Eileen called me on October 14, 2019 at 11:35 AM. She asked if I had made a decision and if I wanted to schedule an appointment to come in to fill out an application.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 91%
Total Score: 0%

General Questions