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Report For Pam Wade at JOB#: undefined_0111195335 | Property: Clary’s Forest | Client: Hendersen-Webb, Inc.

Report For Pam Wade at JOB#: undefined_0111195335 | Property: Clary’s Forest | Client: Hendersen-Webb, Inc.

0%
Current Score
99%
Average Score
  • 99%
    1-11-2019
  • 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?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?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?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?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.):

When I called Pam promptly answered the phone, introduced the community and then introduced herself. Pam obtained my name and used it throughout our conversation. Pam was very friendly and warm during our conversation. She asked for my phone number and proceeded to ask me qualifying questions including how I heard about the community, my moving timeline, number of occupants and pets. She also asked me what features I was looking for and I let her know that I wanted an apartment with an updated kitchen and bath and nothing on the ground floor. Pam created a sense of urgency by going over some of the move-in specials.

Pam asked me when I would like to schedule a tour and we arranged things for later that day. Pam made sure I had the correct address as well as offering me directions to the community. Based on her phone presentation I was very motivated to come 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 very easy to locate and there were plenty of directional signs. The signs were all in good repair and it was very easy locating the leasing office. The landscaping was very well maintained and in good overall condition. There was no trash in the parking area which was also in good condition. The leasing office was very tidy and cozy. The office felt very welcoming. Overall, the curb appeal was high and the community seemed like a very orderly place to live.
  •  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?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?Yes1/1
  • 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? 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: 20/20
    20
    100

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

Pam stood and greeted me with a smile. She also shook my hand. She invited me to have a seat and made a very positive first impression. Pam was very warm and seem to be glad that I was there.

Pam was dressed in business casual and had on a sweater with the company logo. Pam had my card ready with the information that she had gathered during our phone call.

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?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: 26/26
    26
    100

Comments on Qualifying Needs. :

The guest card was filled out on paper and Pam filled out all of the comments. Pam asked me where I heard about the community and I told her apartments.com. Pam identified the size of the apartment, my move-in date, number of occupants, pets, and the reasons for my move. She also made sure to determine my specific needs which were an updated two bedroom and the apartment could not be on the ground floor. Pam easily created rapport just by taking her time to ask me the qualifying questions.

Pam really seemed to take my needs into full consideration. We toured a one bedroom model as well as the leasing office which was a two bedroom. The model and the offices were both classic styles and Pam took the time to show me photos of the updated units because she knew that was what I was most interested in. Because we toured the models and not an actual apartment she did not need to photocopy my ID.

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.):

Pam took control of the presentation and was very enthusiastic. She mentioned that the management company had been in business for a very long time and that there was 24-hour maintenance available. Pam showed me the classic model and then online photos of the renovated apartments. She also told me that she lived in the community and how much she enjoyed living there. She also touched upon all of the conveniences that Columbia had to offer. Pam showed me a model one bedroom apartment and the leasing office that was a two bedroom. My objections were that I was interested in an updated apartment and the models that we toured were not updated. Pam overcame this by showing me photos online of what the updated apartments looked like.

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?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.)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?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?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.):

Pam discussed the rental rates with confidence and had a clear understanding of what the communities had to offer. Pam went over some of the leasing specials which helped to create a sense of urgency. She did ask me if I was interested in applying for an apartment and when I told her that I needed to wait before making a decision she asked if it was ok for her to keep in touch and follow up with me. Based on Pam's presentation I would have been very comfortable renting from her. She was very kind, patient and she was also very knowledgeable about the community. Pam even made recommendations in some of the sister properties that she thought would be a good fit for me which was very helpful. Pam also provided me with a brochure, floor plans, and the community map as well as her business card.

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).:

Pam did not do anything that could have been seen as discouraging or discriminatory. The fair housing sign was clearly visible in her office as well. When I asked her about safety she told me that she hadn't had any personal issues but to still know that crime could happen anywhere and to act accordingly.

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.:

Jan 12th at 5:50 pm. I was given a follow-up call from another associate.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 98%
Total Score: 0%

General Questions