Report For Sarah Wells at Elkridge Estates of Roland Park Apartments

Report For Sarah Wells at Elkridge Estates of Roland Park Apartments

Current Score
Average Score
  • 94%
  • 25%50%75%100%

Performance Evaluations


  • Was the telephone answered promptly?Yes1/1
  • Did the leasing consultant answer by identifying him/herself and the community?Yes1/1
  • Was their voice pleasant and professional?Yes1/1
  • Did the leasing consultant ask for your name?Yes1/1
  • Did the leasing consultant use your name throughout the conversation?Yes1/1
  • Did the leasing consultant ask you how you heard about the community?Yes1/1
  • Did the leasing consultant request your phone number?Yes4/4
  • Did the leasing consultant ask your desired move in date?Yes1/1
  • Did the leasing consultant ask for the number of occupants?Yes1/1
  • Did the leasing consultant ask If you were looking for any special features or had any specific preferences in mind?Yes1/1
  • Did the leasing consultant ask if you needed directions to the community?Yes1/1
  • Did the leasing consultant ask what size apartment you were looking for?Yes1/1
  • Did the leasing consultant ask If you had a specific price range?No0/1
  • Did the leasing consultant ask If you had any pets? Yes1/1
  • Did the Leasing Consultant describe the apartment features?Yes1/1
  • Did the Leasing Consultant describe the community amenities or local area conveniences?Yes1/1
  • Was a specific apartment described that met your needs?Yes1/1
  • Were the apartment features described before a price was given?Yes1/1
  • Did the Leasing Consultant create a sense of urgency?Yes1/1
  • Did the Leasing Consultant attempt to set an appointment with you?Yes5/5
  • Did the Leasing Consultant leave a positive impression about him/herself and the community?Yes1/1
  • As a result of the conversation were you looking forward to visiting the community?Yes1/1
  •  Total: 28/29

Please describe the Leasing Consultant's telephone presentation including greeting (state the exact greeting), prices, features, amenities, and how they persuaded you to visit the community (Please write the phone narrative from beginning to the end of the conversation): :

Sarah answered the phone promptly and her voice was very sweet and inviting. She said "Thank you for calling Elkridge Estates of Roland Park. This is Sarah. I can help you?" She immediately asked what size apartment was needed and the desired move in date, to which I responded a 2BR, in about a month. She let me know that currently nothing was available, but some availability would be upcoming and the soonest would be August 11. She asked if that could work for me. She then asked my name and introduced herself. Sarah also thanked me for calling in. Sarah immediately moved to the price, which was $1,868 for a 10-month lease, with gas included. She asked if I had any pets and informed me that the property was pet friendly if ever decided to move in. She informed me about a deposit and pet rent.

Sarah asked what features were important to me in my new home and I said space was my main concern. She said the apartments were spacious with 1109 square feet. She asked if I had a moment to tell me a little bit about the property. She explained Elkridge was a gated community with a 24-hour gatehouse guard who monitors who comes in and out and that all residents received a parking sticker that allowed access into the community.

Sarah then explained the amenities, which were an Olympic size pool, fitness center, clubhouse and activity park. She asked if I had any questions and if I was able to take a tour of the property. I let her know the next day would work and she said her schedule was open and asked what time would work best for me. We agreed on the next day at 1:30 PM. She then asked if I was familiar with the property and needed directions. She explained that it was just passed the Boys Latin School.

Sarah closed by asking for my contact number. She asked again if I had any questions and informed me that I could apply online or in person. Sarah explained the necessary items to apply as proof of income, a $29 money order or check. She explained the security deposit range, which could be $500 up to a full month's rent. She also mentioned that after the criminal and credit background checks were complete, I would have a week to pay the deposit and sign the lease. She said that she looked forward to seeing me and referred to me by name again.

Site Observation

  • Was the community easy to locate?Yes0/0
  • Were the community signs quickly visible?No0/0
  • Were there enough directional signs to easily find the leasing office?Yes0/0
  • Were the signs in good repair and attractive?Yes0/0
  • Did you find the property trash fee and neat?Yes0/0
  • Was the landscaping attractive?Yes0/0
  • Was there any trash of furniture around the dumpsters?N/A0/0
  • Was the leasing office neat and inviting?Yes0/0
  • Were refreshments made available?Yes0/0
  • Were building entries clean and free of clutter?Yes0/0
  • Did you notice any siding/trim, etc. which needed painting and repair?No0/0
  • Were laundry rooms neat and clean? Yes0/0
  • Were common areas pool/playground etc. well maintained?Yes0/0
  • Was your overall impression a positive one?Yes0/0
  •  Total: 0/0

Please explain your answers, if necessary, to the questions related to the site observation: :

Elkridge Estates is slightly difficult to see from the street, as it is tucked away at the bottom of Roland Road. But Sarah's directions which referenced Boys Latin definitely helped. However, once on the property, I quickly appreciated the privacy and immediately felt its charm. The property itself was beautiful, clean, landscaping was nice, plenty of trees and shade and lots of people walking their dogs and running. The leasing office was very well decorated and had an amazing smell upon entering. Sarah did offer water. Overall, Elkridge was an impressive.


  • Did the Leasing Consultant stand up to greet you with a smile and a handshake OR, if the Leasing Consultant was busy with someone else, did he/she acknowledge your presence and ask you to make yourself comfortable?Yes1/1
  • Was the Leasing Consultant dressed professionally?Yes0/0
  • Did the Leasing Consultant introduce him/herself to you?Yes1/1
  • Did the Leasing Consultant have a partially completed guest card available, fill one out to you, or invite you to fill one out?Yes1/1
  • Did the Leasing Consultant seem genuinely interested in helping you?Yes1/1
  •  Total: 4/4

Please describe how the Leasing Consultant interacted with you when you first arrived on-site? :

The reception desk was right at the door and Sarah stood up and greeted me with a sweet smile and handshake. She introduced herself and she asked if I was Ms. Ayanna. Clearly, she had been anticipating my arrival. Sarah offered water as it was a hot day. Sarah looked professional and her outfit was business casual, but appropriate. She had on a button down blouse and nice dress slacks. She did have a guest card that she referred to and we went over my preferences from the phone call. I got a sense that Sarah was ready to help me and she did come across as very genuine.


  • Did the Leasing Consultant ask or confirm how you heard about the community?Yes1/1
  • Did the Leasing Consultant ask or confirm your move-in date?Yes1/1
  • Did the Leasing Consultant ask or confirm number of occupants?No0/1
  • Did the Leasing Consultant ask or confirm special or specific features?Yes1/1
  • Did the Leasing Consultant ask or confirm your phone number?Yes1/1
  • Did the Leasing Consultant ask or confirm the size apartment you needed?Yes1/1
  • Did the Leasing Consultant ask or confirm your current address?No0/1
  • Did the Leasing Consultant ask or confirm why you are moving? Yes1/1
  •  Total: 6/8

Please describe the process used by the Leasing Consultant to uncover your needs by qualifying during the on-site presentation::

Sarah went over all the information on my guest card. She verified my full name and phone number, but not my current address. Sarah confirmed my move in date and apartment size desired, which was a 2 BR. She didn't ask why I was moving but did make a point to ask me what I was looking for in my new apartment and/or community. I said space and safety were my main concerns. She stated the square footage as 1,109. They offered walk-ins in the master bedroom.

Sarah asked how I heard about the property and I said She asked if I had any pets and my reason for moving. I responded no to the pet question and that I wanted to move for more space because I currently lived in a 1 BR.


  • Did you see a MODEL or a VACANT?Yes0/0
  • Was a convenient route taken to the vacant/model apartment? Yes2/2
  • Did the Leasing Consultant attempt to find out more about you while you walked to the vacant/model, during the presentation, or while reviewing floor plans?Yes2/2
  • Did the Leasing Consultant speak of the benefits concerning the Management Company?Yes2/2
  • Did the Leasing Consultant mention maintenance and their quick response?Yes2/2
  • Did he/she discuss or point out the amenities and facilities on the property or any area conveniences?Yes2/2
  • Were benefits or features in the apartment pointed out or discussed with you?Yes2/2
  • Was the presentation personalized by talking about your furniture/belongings and how they would fit in the apartment?Yes2/2
  • Did the Leasing Consultant spend enough time with you throughout the demonstration?Yes2/2
  • Were your objections overcome?Yes2/2
  • Was the vacant/model comfortable (lighting, temperature, clean)?Yes2/2
  •  Total: 20/20

Onsite Narrative (Please provide a detailed narrative of your visit and be specific. This is mandatory.):

Upon entering the building Sarah buzzed me in, stood up from the reception desk and welcomed me to Elkridge. When I said I was looking for Sarah, she stood and addressed me by name. She offered me water and we went back in the office. She thanked me for coming in and offered me water. We quickly verified all the information we had went over on the phone. She let me know that based on my preferences, Elkridge would have an upcoming apartment (2BR and 2BA) on August 11th. She asked if that would work for me and I explained that my lease was up on July 31st, but they would likely allow me to stay over the lease and just prorate my rent. Sarah then asked what was important in my apartment and I said space and safety were my top concerns. She let me know that they had walk in closets, and a nicely laid out and spacious floor plan (1,109 square feet).

Sarah asked if I had any pets and the reason for moving and I said I was currently cramped in my 1 BR. She got my driver’s license and we went on the tour. Sarah repeatedly asked me if I had any questions.

We took a golf cart on the tour, which was a very nice experience, as it allowed me to really see the grounds. While riding, Sarah acknowledged a few residents and maintenance employees with a friendly smile. While riding she gave background information about the property. She pointed out the 24-hour gatehouse and explained the parking access. Sarah also pointed out the pool, clubhouse, fitness center, and park. I made note that the community was very quiet and took the opportunity to ask if there were a lot of kids on the property. Sarah said due to Fair Housing, the property did not keep any statistics on that.

We walked into the model which was large and so nicely decorated. She mentioned the features like the closet space at the foyer, wall to wall carpet, large balcony and free storage unit that was included with the apartment. Sarah made suggestions as far as personalizing the space and said some residents use the dining area for a den, office or extra bedroom. We moved on to the kitchen and she called out the upgraded appliances. She pointed out the gas range and let me know that all utilities were included in the rent, except electricity. Sarah called out the large master bedroom, walk in closet. ceiling fans, and mini blinds. She asked if I thought the space would work for me. I saw that there was no washer and dryer in the unit, so I asked about it. Sarah explained that a washer and dryer was not inside all the units and the upcoming apartment did not have it. But she let me know that there was a laundry room with a free washer and dryer in each building and she offered to show it to me.

We walked to the laundry room and saw the washer and dryer and the storage units. We also went to the trash room, which was also in the building. Sarah talked about the 24-hour maintenance. When leaving the apartment, we drove by to see the actual building of the upcoming apartment (Building 8). I asked about parking and safety at night. Sarah mentioned that there was ample parking and it was well light.

Sarah asked if I wanted to stop and see the amenities and I said I didn't need to go closer to see it, as I could see it while riding by. She also let me know about the pool hours and the available 10 guest passes. I was surprised that it was so many. Sarah told me about the monthly resident parties at the Clubhouse. As we saw residents walking pets, she explained the pet policy.

We went back in the office. Sarah asked if I liked the community and if the apartment could accommodate me and I said that I did really like it. She told me the best price was $1875 and asked if it would work for my budget. I said I wanted to stay under $2000, so it could work. She asked if I wanted to apply and I let her know I wanted to look at a few other places. She asked me to set an appointment or if I wanted her to follow up with me. She gave me a folder with her business card, brochure, floor plan and application. Sarah detailed the application fees, which was $29 for each person 18 or older. She went over the security deposit which could range from $500 up to one full month's rent. She encouraged me to call her with any questions or concerns.


  • Did the Leasing Consultant invite you back to the office?Yes1/1
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process?Yes10/10
  • Did the Leasing Consultant confirm your move in date?Yes2/2
  • Did the Leasing Consultant mention any specials or incentives that were currently being offered?No0/3
  • Did the Leasing Consultant create a sense of urgency?Yes2/2
  • Did the Leasing Consultant ask you why you were not interested in renting today? Yes2/2
  • If you stated that you had other places to see, were you asked where else you wanted to look before making a decision?Yes1/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?N/A1/1
  • Were you given a brochure?Yes1/1
  • Were you give an application? Yes1/1
  • Did you feel that the leasing consultant was giving the sale his/her best effort?Yes2/2
  • Did the Leasing Consultant attempt to overcome your objections in regards to why you are not ready to lease today and close again?Yes4/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?Yes5/5
  •  Total: 32/35

Please briefly describe the Leasing Consultant's closing skills and techniques used ( This is a mandatory field. Be as specific as possible).:

After the tour, we went back to the office to get my drivers licence back. At that time Sarah attempted to close the deal. She asked how I liked the community and if I thought it could accommodate me. I told her that I really liked it because it was very big and loved the walk-in closet. Sarah moved to pricing. She stated that $1,875 was the best price for that apartment and asked if it could work for my budget. However, she didn't offer any additional incentives. She asked if I wanted to apply and I said I had a few more places to see. She then asked me to set an appointment, but I said I would call her after I checked out the other places. She gave me the a folder with her business card, brochure, and floor plan and encouraged me to call her with any questions.

She went over the application fee ($29 for everyone over 18 yrs old) as well as the security deposit ($500 up to one month's rent). She closed by letting me know that she would follow up with me. On July 3rd, I received a nice voicemail from Sarah asking how my apartment search was going and to remember to keep Elkridge in mind.

Fair Housing/ Crime Supplement

  • Did the Leasing Consultant respond properly when you asked "What type of security do you have?" or "Is it safe here?"Yes0/0
  • Did the Leasing Consultant respond properly when you asked "What type of people live here?" N/A0/0
  • Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?No0/0
  •  Total: 0/0

Explain the Leasing Consultant's response to "What type of security do you have?" or "Is it safe here?" and "What type of people live here?" :

I never asked Sarah what type of people lived on the property. But when I mentioned how quiet it was, I asked if many children lived there. She was quick to let me know that the property did not keep statistics on that due to Fair Housing. I also asked if it was ample and safe parking. She let me know there was plenty parking and it was well lit at night with lots of lamps.

Performance Evaluation

Total Phone Score: 97%
On Site Score: 93%
Total Score: 0%

General Questions