Report For Melvin Kraus at Skylark Pointe Apartment Homes

Report For Melvin Kraus at Skylark Pointe Apartment Homes

Current Score
Average Score
  • 66%
  • 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?No0/1
  • 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?N/A1/1
  • Did the leasing consultant ask if you needed directions to the community?No0/1
  • 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? No0/1
  • 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: 24/29

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): :

Melvin answered on the 3rd ring with "thank you for calling Sky Pointe this is Melvin, how can I help you". I said I wanted information and he said again, how can I help? He asked when I was moving and what size apartment I needed, I said August and it would depend on price and size. He told me the largest apartment he had available in August was a one bedroom with a den. He described it to me in detail including bedroom size, den size and even elaborated how I could use the space of the den. He gave me the level of the apartment, the square footage, price, washer/dryer, decent sized bath, sun room, and kitchen. He described the beautiful shaded trees on the grounds. He also gave me the amenities, 2 pools, package acceptance and business center all without any extra cost.

He asked how it sounded to me and would I like to visit and tour. We settled on 12:30 PM on Friday the 12th. He appreciated the fact that I remembered his name. He told me where they are located and what a nice place it was for the price. He gave me detailed directions to the leasing office.

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

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

The site is easily seen from the main road. The property is clean and well maintained, grass is mowed, flowers are healthy. Leasing office was clean and well maintained.


  • 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?N/A1/1
  • 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?No0/1
  • Did the Leasing Consultant seem genuinely interested in helping you?Yes1/1
  •  Total: 3/4

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

When I arrived, Melvin was not in the office. I arrived almost 10 minutes early and another person followed me in. There was one person in the office, and she was on the phone for about 5 minutes while we waited. She asked us what we were there for, I said I had an appointment and the other guest said she was moving in. We were informed Melvin was moving a new resident in and would be back soon but she or Robin could help me. I told her I would wait for him. She called him and he said he would be back in 5 minutes. I said I had spoken with him the day before and I would wait. When he arrived 10 minutes later still with the new resident, he told me someone else would take me to the apartment as it was the only one to see of the type we discussed. I said I could wait for him, but he said the new resident would be there in 20 minutes, so I had to go now to see it. I followed the leasing consultant in my car to the vacant, she asked if Melvin had given me any property information, I said yes. She opened the door, turned on the lights and asked when I was moving. I guess she stayed in the living room while I looked around, I did not see her. She asked me if I liked it when we walked out.


  • Did the Leasing Consultant ask or confirm how you heard about the community?No0/1
  • 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?No0/1
  • Did the Leasing Consultant ask or confirm your phone number?No0/1
  • Did the Leasing Consultant ask or confirm the size apartment you needed?No0/1
  • Did the Leasing Consultant ask or confirm your current address?No0/1
  • Did the Leasing Consultant ask or confirm why you are moving? No0/1
  •  Total: 1/8

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

The leasing consultant that showed me the apartment did not ask me any needs I had but asked what Melvin had given me as far as amenities. She opened the door for the apartment and waited while I looked around. I found it odd that neither of the consultants asked if I had a pet as I saw dogs on the property.


  • 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?No0/2
  • Did the Leasing Consultant speak of the benefits concerning the Management Company?No0/2
  • Did the Leasing Consultant mention maintenance and their quick response?No0/2
  • Did he/she discuss or point out the amenities and facilities on the property or any area conveniences?No0/2
  • Were benefits or features in the apartment pointed out or discussed with you?No0/2
  • Was the presentation personalized by talking about your furniture/belongings and how they would fit in the apartment?No0/2
  • Did the Leasing Consultant spend enough time with you throughout the demonstration?No0/2
  • Were your objections overcome?No0/2
  • Was the vacant/model comfortable (lighting, temperature, clean)?Yes2/2
  •  Total: 4/20

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

When we got back to the office after seeing the vacant, Melvin was leaving with someone else, he asked if I liked the apartment and said he'd be right back. The leasing consultant that took me to the apartment told me to ask if I had any questions and went back to her desk. I waited and chatted with Robin, the resident coordinator. When Melvin came back into the office while I waited, he asked again if I liked the apartment but did not invite me to sit down. I walked over to his desk and he explained where the available apartment was in relation to the one, I had seen. Then he told me about how much to budget for the utilities and how long they could hold the price of the rent. I mentioned a washer and dryer not being in the apartment and he showed me where the washer and dryers are in the apartment on the floor plan on the wall. He told me that I would receive an invitation to apply via email and told me how much for the holding and application fees. He also told me the best days of the month to move for financial reasons. He gave me his card.


  • 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?N/A3/3
  • 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? No0/2
  • If you stated that you had other places to see, were you asked where else you wanted to look before making a decision?N/A1/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?N/A1/1
  • Were you given a brochure?No0/1
  • 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?N/A4/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?Yes5/5
  •  Total: 31/35

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

Melvin did mention that there was only one apartment available in my time frame with one bedroom with den. He asked if I had a computer and said I could apply on line and pointed out the web site for applying. He also told me how the process worked with a credit card charge of $125, $100 of which goes toward move in costs.

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?"N/A0/0
  • 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?N/A0/0
  •  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 was not invited to sit down with Melvin so it was awkward. I did not ask him security fair housing or discriminatory questions. He seemed hurried and anxious to move on to the next thing.

Performance Evaluation

Total Phone Score: 83%
On Site Score: 58%
Total Score: 0%

General Questions