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Report For Mark Dickson-Patrick at The Apartments At Charlestown Crossing

Report For Mark Dickson-Patrick at The Apartments At Charlestown Crossing

0%
Current Score
96.88%
Average Score
  • 97%
    07-29-2019
  • 25%50%75%100%

Performance Evaluations

Phone

  • 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?Yes1/1
  • 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: 29/29
    29
    100

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): :

Mark answered on the second ring with "thank you for calling the Apartments at Charlestown Crossing, this is Mark, may I help you?" I told him I wanted some information, he asked my name and asked if I was in the area, I said no and he asked where I was coming from. He then asked me to tell him a little about what I was seeking. I said it would depend on size and price. He asked if I had a rent budget and floor preference. I said I was flexible. He said they are still building and had limited availability. He asked for my move date. He told me they could hold one of them until August 24th for me.

Mark began describing what he had available. He said they have a one bedroom at 844 square feet with spacious living area. He described the kitchen with breakfast bar, deep sink, granite counter tops, and stainless appliances on the second floor. He gave me the special of $1,204 and that I'd be saving over $100 per month with the special. He asked if I had any pets, I said I may get one so he told me there is pet rent and a pet deposit. Mark also asked what was bringing me to North East, MD. He described the area as far as how North East has come back with shops and proximity to Delaware and White Marsh malls.

He asked when I wanted to visit, I said on Thursday but he said he wouldn't be back until Monday so we set an appointment for 1:00 PM that day. He asked how to spell my name. He took my phone number and email. He said he was looking forward to showing me the good things going on in North East. and asked if I was familiar with where they are. He gave me directions and their address. He again stressed an urgency and told me what to bring for the application process. We said our goodbyes and the call ended.

Site Observation

  • Was the community easy to locate?Yes0/0
  • Were the community signs quickly visible?Yes0/0
  • 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?No0/0
  • Was the leasing office neat and inviting?Yes0/0
  • Were refreshments made available?No0/0
  • 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? N/A0/0
  • Were common areas pool/playground etc. well maintained?Yes0/0
  • Was your overall impression a positive one?Yes0/0
  •  Total: 0/0
    0
    NAN

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

The property is on Rte 40, very visible with signs to the leasing office. Very attractive entrance.

Greeting

  • 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
    4
    100

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

On entering the office and announcing I had an appointment with Mark I was told to go ahead to his office as he was expecting me. Mark met in the hall with "welcome", handshake and invited me into his office. He remembered our conversation and asked to confirm my preference on size, date of moving and my price preference. He described the difference between the new and older sections of the property and also the features of the apartments in the newer section as opposed to the older section. He also asked to confirm my floor level preference and showed me a floor plan.

Qualifying

  • 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?Yes1/1
  • 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?Yes1/1
  • Did the Leasing Consultant ask or confirm why you are moving? No0/1
  •  Total: 7/8
    7
    87.5

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

Mark had asked how I heard of them on the phone but did not ask again. He asked my floor preference and confirmed the size I was interested in. He asked me for my address after the tour and advised he would be sending me a confirmation of the visit as well as following up with an email. He also asked if I had any pets, which I had told him on the phone I may get a pet. Then he gave me the price with the discount without a pet. He told me the only other thing I would pay for would be water and sewer. He described the amenities that were included.

Demonstration

  • 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
    20
    100

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

Mark showed me the fitness room, the clubhouse, pool table, kitchen, the cyber center, and the pool including grill. He took me in their cart to show me the vacant apartment. Along the way he pointed out the dog park, car wash, picnic areas and garages. He showed me the location of the mailboxes and hub center and the inside of the garages. He pointed out the lighting of the halls and the carpeted floor. He described the features of the apartment; ice maker, closets, washer/dryer, large balcony.

Mark was knowledgeable about the area and expressed pride in Dolben and their achievements over the last years. He seemed very proud to work for them. He mentioned the fact that they have free events for the residents. He told me they participate in philanthropic outreach such as Toys for Tots, etc. He showed me the entire property and what was being built around the property.

Closing

  • 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?Yes3/3
  • 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?No0/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?No0/1
  • 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: 33/35
    33
    94.29

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

Back in Mark’s office he showed me the plan of the apartment available and wrote down the price. He asked if I wanted to place a hold on the one available and start the application process. I said I would have to look at the price including moving costs first. He said he was concerned that they were renting like crazy and it could be rented but he would be able to hold that apartment for 24-hours. He asked for my home address so he could follow up besides emailing and phoning the next day. He gave me the location of the apartment on the map, a folder with all their floor plans, pricing application, his card, and thanked me for coming in. He walked me out to the entrance.

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?" Yes0/0
  • Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?No0/0
  •  Total: 0/0
    0
    NAN

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?" :

When I asked how safe it was at the community he told me of the State Barracks are close. Also he mentioned the locked doors at the entrances and that four staff members live on property and everyone feels comfortable.

When I asked about the demographics he mentioned that they lease to all who qualify and that when they have resident events it is nice to have such a mixture of people.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 96%
Total Score: 0%

General Questions