Top

Report For Salena Buie at Carriage Hill Apartment Homes

Report For Salena Buie at Carriage Hill Apartment Homes

0%
Current Score
93.75%
Average Score
  • 94%
    08-07-2019
  • 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?No0/1
  • 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?No0/1
  • Was a specific apartment described that met your needs?No0/1
  • Were the apartment features described before a price was given?No0/1
  • 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: 25/29
    25
    86.21

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): :

Salena answered on the 3rd ring with "thank you for calling Carriage Hill may I help you; this is Salena, how can I help you?". I said I wanted to get some information, she asked my name, how I heard of Carriage Hill and my phone number. She asked what size home I was seeking. I told her it would depend on the looks, price and size. She gave me the one- and two-bedroom prices and asked if I was bringing a pet. I said, “yes”. She gave me the one-time pet fee, the monthly pet rent, and informed me there are breed restrictions which I could get on their website. She explained the utilities paid by the resident and asked how it sounded to me.

Salena asked if I wanted to come and take a tour. We settled on 2:00 PM on Wednesday, August 7th. She asked for my email to send me a confirmation of the appointment, and asked why I was moving. She told me what to bring and gave me the application fee. She wanted to know if I was confident, I would want to apply that day.

She told me about where they are located and to look on Morgan's website for exact address and she would show me the exact apartment when I arrive. Salena was very upbeat, confident and informative.

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?No0/0
  • Was the landscaping attractive?Yes0/0
  • Was there any trash of furniture around the dumpsters?Yes0/0
  • 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: :

Located on Liberty Rd. Easy visible signs.

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? :

Salena was with someone when I came in so I was asked to wait by her coworker. Salena came out at one point and introduced herself, shook my hand and said she would be with me shortly. I waited about 10 minutes. They play loud music in the lobby so it is difficult to hear all the conversation. She remembered that I was looking for a one bedroom and my time frame. I said by the floor plan I was given by her coworker, it looked like a pretty large apartment. She acknowledged that and mentioned there are two walk-in closets. She told me what was available and when, and she would show me one.

She showed me the fitness room, business center and community room. We took a golf cart to the apartment. she described the layout of the community as we drove to the building to see the vacant.

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?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?Yes1/1
  • Did the Leasing Consultant ask or confirm why you are moving? Yes1/1
  •  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::

As we drove in the golf cart, she confirmed my current location and reason for moving. She did remember our phone conversation. I'm sure by our conversations she assumed I was moving alone since she never asked me about the number of occupants. She did ask where I currently lived and what other communities I was viewing.

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.):

I had to wait about 10 minutes as I was early. Salena came out and introduced herself, shook my hand and invited me into the office. She remembered my needs as far as size and level preferred. She mentioned the large size of the apartment and that there are two walk-in closets. She was thorough of when an available apartment would be ready as I told her I was sort of flexible on a move in date. She said she could show me a comparable apartment and describe the differences in that and an upgraded one. She showed me the fitness room, pool and business center and mentioned that they are planning on upgrading the community center for rent but not sure what they planned yet. She explained the one-time fee for the amenities.

She asked for my ID and we went on the cart to an apartment. She took me around the entire community and explained how it was laid out in a circle. She complimented Morgan Properties for their renovations in the last two years.

At the apartment she explained that they are looking for another solution to having controlled access entries. She pointed out the differences as far as new appliances and what comes with the classic vs the upgraded apartment. She discussed the laundry area and closets and the size of the bedroom as far as furniture placements. She explained the application process and the rent payment process.

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?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? No0/1
  • 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: 34/35
    34
    97.14

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

We went back to the office and she gave me my ID and a folder with information. She gave me the prices of the apartments available and wrote the prices and available dates on the floor plan. She explained the utility pricing and she said I could look on their website for information about leasing and to apply.

Salena asked what areas I looking to move and she was confident that I would want to live at Carriage Hill. She explained the amenity fee and how the reservation fee covers that. She gave me the pet policy and pet rent. I told her I had been to Owings Mills and their new center and she said the prices are getting high there so people are coming to Carriage Hill due to the rent increases in Owings Mills.

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 about the type of people and were there a lot of children, are there separate buildings for kids, dogs, smokers etc, she replied that everyone who qualifies is welcome, they do not have separate buildings. When I asked about security she said safety is always what you think is safe.

Performance Evaluation

Total Phone Score: 86%
On Site Score: 97%
Total Score: 0%

General Questions