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Report For Vanessa Cabezas at West Woods Apartments

Report For Vanessa Cabezas at West Woods Apartments

0%
Current Score
79.49%
Average Score
  • 59%
  • 81%
    9-4-2020
  • 99%
    12-18-2020
  • 25%50%75%100%

Performance Evaluations

Telephone Greeting

  • 1. Were you able to reach a Leasing Professional on your first attempt? Please state in the comment box the dates and times you called before you were able to speak to a Leasing Professional.Yes5/5
  • 2. If you had to leave a voice message was your call returned within 2 hours? If no, please tell us in the comment box how many times you called and did not receive a live person and/or how many times you left a message. Please let us know if you received a call back at all?N/A5/5
  • 3. 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
  • 4. Did the Leasing Professional identify him/herself?Yes3/3
  • 5. Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • 6. Did the Leasing Professional effectively use your name in conversation? (If so, please state in the comment box how many times they used your name in conversation)Yes3/3
  • 7. Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • 8. Did the Leasing Professional ask how you knew about the community?Yes3/3
  •  Total: 28/28
    28
    100

Telephone Greeting Comments (Please provide the Telephone Greeting in the comment box below. Explain all your "No" or "NA" answers.) How many rings before the Leasing Professional picked up?:

Vanessa answered on the 2nd ring. She stated the name of the community and she introduced herself. She asked for my name immediately. I told her Tina. She asked how she could help me and I told her I was calling to check on availability of their homes. She began using my name throughout the conversation.

Telephone Identifying Needs

  • 9. Did the Leasing Professional determine apartment size?Yes3/3
  • 10. Did the Leasing Professional determine move-in date?Yes3/3
  • 11. Did the Leasing Professional determine number of occupants?Yes3/3
  • 12. Did the Leasing Professional determine if you had any pets?Yes3/3
  • 13. Did the Leasing Professional determine your price range?No0/3
  • 14. Did the Leasing Professional determine specific preferences (i.e. w/d connections, up/downstairs, fireplace)?Yes3/3
  • 15. Did the Leasing Professional ask your reason for moving?Yes3/3
  •  Total: 18/21
    18
    85.71

Telephone Qualifying Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Vanessa covered the Identifying Needs with the exception of price. She never quoted me a price nor did she ask for my price range.

Telephone Demonstration

  • 16. Did the Leasing Professional ask open ended questions to identify your specific needs and wants in a new home? (i.e. "What are you looking for in a new home?" or "Describe your ideal apartment home?").Yes5/5
  • 17. Did the Leasing Professional review the apartment features and benefits (fireplace, washer/dryer, storage, etc.).Yes4/4
  • 18. Did the Leasing Professional describe community features, benefits, and/or amenities?Yes4/4
  • 19. Did the Leasing Professional create a sense of urgency?N/A2/2
  • 20. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?N/A3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 22/22
    22
    100

Telephone Demonstration Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Vanessa answered on the 2nd ring. She stated the name of the community and she introduced herself. She asked for my name immediately. I told her Tina. She asked how she could help me and I told her I was calling to check on availability of their homes. She asked if I was looking for a one- or two- bedroom and when did I need to move. I told her a one-bedroom and the first week in August. She asked how many occupants and if I had any pets. I told her just me and I had a dog. She asked me what type of dog. She informed me of the breed and weight restrictions. She told me they were pet friendly and she gave me the pet rates.

Vanessa asked what preferences I was seeking in my new home. I told her I needed a washer and dryer in the home. She said they come with washer and dryers. She went on to describe the kitchen appliances that come standard with the home. She said they had something available to show me. She asked where I was moving from. I told her Baltimore. She asked how I found them and I said I was searching online in that area and found their company website. She described the local area attractions. She asked if I had driven the property and she offered me directions.

She invited me in for a tour and we set a time for the very next day. Vanessa asked for my email to send a confirmation of our appointment but I never received the confirmation at tinaschild04@yahoo.com. She thanked me for calling and we said our goodbyes.

I had to re-schedule that appointment for September 4th at 10:00 AM.

Overall, Vanessa was friendly and professional. She was thorough in asking me all the questions to identify my needs. I was looking forward to the visit. She did not quote me any rates or ask for my budget. There was no sense of urgency created perhaps since they were so highly occupied.



Telephone Close

  • 22. Did the Leasing Professional attempt to schedule a specific time for a onsite tour? If a onsite tour was not scheduled then only fill out the telephone portion of this shop report.Yes3/3
  • 23. After you scheduled an onsite tour did a Leasing Professional follow-up with you within the same business day with an email confirming the appointment? No0/4
  • 24. If the Leasing Professional did not recommend or offer a virtual tour did they attempt to close in another way. (Please explain in the comment box below how the Leasing Professional attempted to close in another way.) N/A5/5
  •  Total: 8/12
    8
    66.67

Telephone Closing Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Vanessa took my email address of tinaschild04@yahoo.com to send me a confirmation but I never received a confirmation email.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? No0/13
  • 26. Did the Leasing Professional ask for your email?Yes4/4
  •  Total: 4/17
    4
    23.53

Telephone Follow-Up Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Vanessa asked for my email address but she never confirmed my phone number.

Onsite Greeting

  • 2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?Yes10/10
  • 3. Was the Leasing Professional prepared for your visit based on the information gathered from you during the phone call?No0/5
  • 4. Did leasing consultant practice social distancing?Yes1/1
  • 5. Was personal protective equipment offered to you as the prospect?N/A0/0
  •  Total: 11/16
    11
    68.75

Comments (Please explain in detail your experience.):

I had to reschedule my 8/5/2020 tour with Vanessa. I called back to re-schedule but I had received voicemail so I went on the company website on 9/1/2020 and scheduled a tour for Friday, September 4th 2020 at 10:00 AM. I immediately received an auto-reply confirming my appointment time. The auto-reply stated “We will be in touch to confirm your appointment”. No one called nor sent another email to confirm my appointment.

I showed up at my scheduled appointment time of 10:00 AM. Vanessa was seated at her desk. As I entered the office, I stated I had a 10:00 AM appointment. She asked me if I had called and I told her and I told her I made the appointment online. She was unaware of our scheduled tour. She immediately apologized and said she was off the day before. She looked in her computer and said the tour was not showing so I showed her the confirmation on my phone from my email account (attached at bottom of report). She finally found it in her computer.

Onsite Identifying Needs

  • 1. Did the Leasing Professional confirm size of apartment you needed?Yes1/1
  • 2. Did the Leasing Professional confirm your move-in date?Yes1/1
  • 3. Did the Leasing Professional confirm number of occupants?Yes1/1
  • 4. Did the Leasing Professional confirm price range or budget?Yes1/1
  • 5. Did the Leasing Professional confirm if you have any pets?Yes1/1
  • 6. Did the Leasing Professional discuss the floor plans creatively describing features and benefits of the apartment?Yes3/3
  • 7. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes4/4
  •  Total: 12/12
    12
    100

Comments on the Identifying Needs :

Vanessa covered all the Qualifying questions during my visit.

Onsite Demonstrating

  • 1. Did the Leasing Professional walk you through a model or a vacant at a steady and desirable pace?Yes4/4
  • 2. Did the Leasing Professional try to learn more about you throughout the tour by actively involving you in conversation?Yes4/4
  • 3. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes5/5
  • 4. 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
  • 5. Did the Leasing Professional discuss features and benefits of the community amenities? (Please explain in the comment box at the end of the section.)Yes4/4
  • 6. 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. N/A1/1
  • 7. Did the Leasing Professional effectively overcome your objection(s)? What was your objection and how did the Leasing Specialist respond? Please explain in the comment box at the end of the section. Yes4/4
  • 8. 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
  • 9. Did the Leasing Professional appear knowledgeable about the community?Yes2/2
  • 10. Did the Leasing Professional point out advantages you stated were important to you?Yes3/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 36/36
    36
    100

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

I showed up at my scheduled appointment time of 10:00 AM. Vanessa was seated at her desk. As I entered the office, I stated I had a 10:00 AM appointment. She asked me if I had called and I told her and I told her I made the appointment online. She was unaware of our scheduled tour. She immediately apologized and said she was off the day before. She looked in her computer and said the tour was not showing so I showed her the confirmation on my phone from my email account (attached at bottom of report). She finally found it in her computer. Vanessa confirmed the size apartment I needed, my move date, and number of occupants. She showed me the floor plans and I picked out the one-bedroom with the den which she said she would have one available at the beginning of October.

Vanessa asked me my apartment preferences and I stated I wanted a renovated apartment. She said they all have been renovated. She went on the describe what the amenities were in all the apartments very thoroughly. She said I could choose from the “Harbor” or the “Potomac” that were the two floor plans within my move-date. I chose the “Harbor” to focus on. She clearly explained the differences in both. She asked where I currently live and I told her I was selling my home in Baltimore and moving to the Annapolis area. Even though I said I was interested in the “Harbor”, Vanessa wanted me to come back later that day to show me the “Potomac”. It was currently being cleaned and not ready yet. I declined coming back later in the day and said I was most interested in the one-bedroom with den.

Vanessa asked me about pets and I told her what breed I had. She told me about the pet fee. She put together a brochure folder which included the prices for the different floor plans. She circled the “Harbor” floor plan and we discussed the rate. She also gave me a sheet on how to apply on their website. Vanessa started asking about why I was moving and I told her I would be closer to family and work.

Vanessa pulled up a virtual tour of the one-bedroom with den on apartments.com and walked me through each room pointing out any similarities and/or differences of the actual apartment versus what we were viewing online. She explained that I was responsible for trash, water, and sewer. She gave me the average cost. She told me they replaced all the lighting with LEDs and also replaced the HVAC systems. She said it makes a huge difference in the electric bill. Vanessa shared she lived on property and how much she loved it. She told me about the application fee and security deposit. She told me how I could hold the apartment with a deposit. I said I was very interested in the one-bedroom with a den. Vanessa told me I could see it on October 5th when the current residents move-out but she did not attempt to schedule an appointment for that viewing; However, she did tell me I could hold the apartment and start the application process. She also assured me that if I didn’t like what I saw on October 5th I could get my money back.

Vanessa thanked me for coming in and the call ended. She did not tell me she would follow-up with me and she did not call nor email me.

Onsite Closing

  • 1. Did the Leasing Professional create a "strong" sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. Yes7/7
  • 2. Did the Leasing Professional mention current specials?No0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?Yes0/0
  • 4. Based on the Leasing Professional's presentation, would you have leased an apartment?Yes8/8
  • 5. 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.)No0/2
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?Yes4/4
  • 7. Did the Leasing Professional attempt to close on you more than once?Yes4/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?No0/2
  •  Total: 23/27
    23
    85.19

Closing Comments (Please explain all the details of how the Leasing Professional attempted to close you at the end of the onsite visit. Also, explain your reason for not leasing that same day.):

Since inventory was so low there was an automatic sense of urgency. Vanessa attempted to close me more than once during my onsite visit. She suggested more than once that I apply on the website; However, she did not attempt a follow up phone call or email.

Fair Housing

  • 1. 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
  •  Total: 0/0
    0
    NAN

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

Vanessa did not say anything to discourage me from leasing an apartment. I asked if there have been any car break-ins and she said I could go to the local police station and find that out but she mentioned she has been on property for four years and hasn't had a problem.

Follow Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?No0/10
  •  Total: 0/10
    0
    0

Comments:

I did not receive an email or phone call from Vanessa after my visit.

Performance Evaluation

Total Phone Score: 80%
On Site Score: 81%
Total Score: 0%

General Questions