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Report For Melissa Blake at The Colony at Towson

Report For Melissa Blake at The Colony at Towson

0%
Current Score
100%
Average Score
  • 100%
    07-03-2019
  • 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): :

Melissa promptly answered the phone professionally and her exact greeting was "Thanks for calling The Colony, this is Melissa may I have your name please?"

She then greeted me by name and asked how was I doing today then asked how could she help me, I told her I was looking for pricing on apartments.

She asked what was I looking for, what price range I was looking to stay in, any amenities I was looking for, she asked if I was interested in townhome or apartment, highlighted which one would have the washer and dryer that I said I needed.

She asked the number of people looking to move and also if I had any pets.

She asked how did I hear about The Colony? Why was I moving, what brings me to this area, am I from MD?

She informed me of the features, prices, and invited me in to tour the property.

"Are you available today to come by and take a tour?" She locked in a time.

She gathered my contact information, and she sent me an email that included meeting time and address which was helpful.

She informed me of the application process and fees, and urged me to bring the necessary documents that I would need to apply, since I’m looking to move so soon.


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?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? 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 apartment was on the main road, it was easy to locate the leasing office because there were signs. The leasing office was busy but staff was attentive; the waiting room was inviting and refreshments were made available. The property was well maintained, the amenities were amazing.

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? :

I came in and was greeted by someone helping another client, I told them that I had an appointment with Melissa and they told me she would be with me momentarily and to have a seat in the waiting room and help myself to refreshments.

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? Yes1/1
  •  Total: 8/8
    8
    100

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

There was a friendly informational conversation in which Melissa asked questions to gain the answers to the above questions, it was NOT evasive, which I loved. Questions like "what are you looking for" then providing me with all that fits my criteria.

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.):

Once meeting with Melissa and sitting down to gather more information about what I needed, we took a tour of the beautiful property in which we visited a model and all the facilities and amenities on the property. She was professional and personable as we talked and shared a couple of laughs. Her selling points were unbeatable and her rebuttals were good. She made a point of showing me what I was looking for and extras like the computer lab, lounge area, pool and barbecue area. I really like that she told me what was around the area such as markets, malls and highways. She highlighted everything we spoke about prior to walking the property.

Overall, it was an awesome experience.

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? N/A2/2
  • 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?Yes1/1
  • Were you given a brochure?Yes1/1
  • Were you give an application? N/A1/1
  • 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: 35/35
    35
    100

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

Upon the walk back to the leasing office, Melissa mentioned some highlights of the property, like carports, balconies, she pointed to the security car and reminded me of the patrol, and asked me, "Do you see anything that stands out to you?"; and "So, what do you think?"

She had a rebuttal for any objections I had and she celebrated my highlights.

When I told her I had several other places to check out, she asked where else was I looking?

She continued on with closing the sale by telling me of the special of one month free and explained that it would be a credit towards the rent.

To my objection about closet space, she made a great suggestion of using the extra bedroom as a closet.

She then led into the prices, layout of the apartment, application process including fees and what the fees cover.

She led the sale in a warm manner, it wasn't overbearing like some sales people but her technique was really persistent, getting the information to apply in the hands of the potential customer, she was strong in her rebuttals and very thorough.

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?" :

Melissa's response to my "question concerning the type of people that live here was, "any one who applies and qualifies, is welcome"

Melissa's response to my inquiry on safety was "No one can guarantee your safety, no matter where you are, no one can promise you that; anything can happen anywhere but we do have security that patrols the property after hours and also our property manager does drive the property and makes sure everyone is comfortable...we have a really great property manager."


Performance Evaluation

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

General Questions