Top

Report For I'esha Thomas at Cherrydale Apartments

Report For I'esha Thomas at Cherrydale Apartments

0%
Current Score
61.86%
Average Score
  • 62%
    2-12-2020
  • 25%50%75%100%

Performance Evaluations

Telephone - 100 points possible

  • 1. Were you able to reach a Live Leasing Professional on your first attempt? Please state in the comment box the dates and times you called before you were able to speak to a Leasing Professional.No0/0
  • 2. Did the Leasing Professional answer with the name of the community? (State the exact greeting in the comment box at the end of the section).Yes3/3
  • 3. Did the Leasing Professional identify him/herself?Yes3/3
  • 4. Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • 5. Did the Leasing Professional effectively use your name in conversation? (If so, please state in the comment box how many times they used your name in conversation)Yes3/3
  • 6. Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)No0/3
  • 7. Did the Leasing Professional ask for your telephone number? No0/15
  • 8. Did the Leasing Professional ask for your email/physical address?No0/3
  • 9. Did the leasing agent ask for your preferred method of contact?No0/3
  • 10. Did the Leasing Professional ask how you knew about the community?No0/3
  • 11. Did the Leasing Consultant determine apartment size?Yes3/3
  • 12. Did the Leasing Consultant determine move-in date?No0/3
  • 13. Did the Leasing Consultant determine number of occupants?No0/3
  • 14. Did the Leasing Consultant determine if you had any pets?No0/3
  • 15. Did the Leasing Consultant determine your price range?No0/3
  • 16. Did the Leasing Professional determine specific needs (i.e. w/d connections, up/downstairs, fireplace)?No0/3
  • 17. Did the Leasing Professional ask your reason for moving?No0/3
  • 18. Did the Leasing Professional suggest you visit the company website?No0/3
  • 19. Did the Leasing Professional describe apartment features and/or amenities? (Please explain in the comment box at the end of the section.) No0/3
  • 20. Did the Leasing Professional create a sense of urgency?No0/3
  • 21. Did the Leasing Professional extend an invitation for you to visit the community?Yes3/3
  • 22. Did the Leasing Professional try to set a specific appointment? (Please explain in the comment box at the end of the section.)Yes15/15
  • 23. Did the Leasing Professional offer directions to the community?No0/3
  • 24. Based on the Leasing Professional's presentation, were you motivated to visit the community? No0/5
  • 25. Did you feel valued by by the Leasing Professional? (Please state how you felt in the comment box).No0/5
  •  Total: 33/100
    33
    33

Telephone Comments (Please provide the phone conversation from start to finish. All details are necessary.) How many rings before the Leasing Professional picked up?:

I'esha answered on the second ring, she said something quickly, (sounded as though she had someone in the office at the time) then she said, "how can I help you?", I said I beg your pardon? She said " my name is I'esha, you're calling Cherrydale, how can I help you?". I said, “I would like some information about your apartments”. She said OK, hold on for one second. I was on hold for two and a half minutes. She got back to the call and asked what size apartment I was looking seeking. I told her two-bedroom. She then gave me the minimum income required for a two-bedroom of $25,344, and I would have to make at least that to qualify. She told me she had no two-bedrooms but did have three-bedrooms available at this time. There was a silence so I asked what the requirement was for a 3 bedroom. She said, “$29,196”. I said OK.

She asked me if I was interested in setting an appointment to do an application. I asked if they had a model to show. She told me no, they only show vacants and she asked when I would be able to come in. I told her tomorrow, Friday, February 7th. She said she does not have anything for tomorrow but has Wednesday of next week on (February 12th. I asked if that was the first appointment, she would have available and she replied, “yes, she is working by herself right now and won't have anyone to help her until next week”. We set the appointment for 1:30 PM. She asked for my first and last name. She said "OK that works for me Suzanne".

I'esha sounded rushed and offered no information other than income requirements.

We hung up. It sounded as though the phone was on speaker mode. She sounded very busy, rushed at first.

Community information

  • 1. Did you easily locate the community?Yes0/0
  • 2. Were the main community signs clear, visible and in good condition?Yes0/0
  • 3. Were there adequate signs directing you to the community?Yes0/0
  • 4. Was the leasing office easy to find?Yes0/0
  • 5. Were the lawns and landscaping neat and trim, and free of all trash?Yes0/0
  • 6. Was the general appearance of the parking area in good condition and free of trash?Yes0/0
  • 7. Was the leasing office clean, neat, and orderly?Yes0/0
  • 8. Did the leasing office communicate warmth and welcome?Yes0/0
  • 9. Was your first impression of the community and curb appeal a positive one?Yes0/0
  •  Total: 0/0
    0
    NAN

Greeting - 20 points possible

  • 1. Did the Leasing Professional greet you with a smile, or if busy, acknowledge you immediately?Yes2/2
  • 2. Did the Leasing Professional stand to greet you?Yes2/2
  • 3. Did the Leasing Professional shake your hand?Yes0/0
  • 4. Did the Leasing Professional introduce him/herself?Yes2/2
  • 5. Did the Leasing Professional obtain your name during the visit?Yes2/2
  • 6. Did the Leasing Professional continue to use your name in the conversation?No0/2
  • 7. Did the Leasing Professional ask you to sit down?Yes2/2
  • 8. Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you?Yes3/3
  • 9. Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? Yes2/2
  • 10. Was the Leasing Professional wearing a nametag? Yes1/1
  • 11. Did the Leasing Professional remember your telephone call?Yes1/1
  • 12. Did the Leasing Professional have previous information on you readily available?No0/1
  • If the phone agent was out, was someone else able to help you from the information previously taken over the phone? (Please explain in the comment section below.) N/A0/0
  •  Total: 17/20
    17
    85

Comments (Please explain in detail your experience as you entered the leasing office). :

When I entered the leasing office the employee at the desk looked up, I said I had an appointment, she asked, you have an appointment?, (not the warmest greeting I have had), I said yes, with I'esha, she asked me my name, I told her and she went to the next office and spoke with I'esha, came back and told me she would be right out. I waited about 3 minutes, (there was no place to sit). I'esha came out, gave me a friendly greeting and asked if I had any trouble finding them and asked if I was familiar with the area. She then gathered some marketing materials and pointed me to the conference room. She asked what size apartment I wanted, and quoted me the income requirements for a two-bedroom. She explained that they were a tax credit community and what that involved as far as qualifying for lease renewals. She told me what was necessary for qualification. She told me which utilities were included in the rent and gave me the price of the rent.

Indentify Needs - 26 points possible

  • 1. Was a guest card completed on paper or electronically? (State who filled out the guest card in the comment box at the end of the section.) Yes3/3
  • 2. Did the Leasing Professional determine how you knew about the Community?No0/3
  • 3. Did the Leasing Professional identify size of apartment you needed?Yes1/1
  • 4. Did the Leasing Professional identify your move-in date?Yes1/1
  • 5. Did the Leasing Professional identify number of occupants?Yes1/1
  • 6. Did the Leasing Professional identify phone number and/or email address?Yes3/3
  • 7. Did the Leasing Professional identify price range or budget?Yes1/1
  • 8. Did the Leasing Professional identify if you have any pets?Yes1/1
  • 9. Did the Leasing Professional identify where you live now?Yes1/1
  • 10. Did the Leasing Professional ask why you were moving?No0/1
  • 11. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes1/1
  • 12. Did the Leasing Professional create rapport while attempting to determine your needs? (Please explain in the comment box at the end of the section). Yes2/2
  • 14. Did the Leasing Professional discuss the features and benefits of the model apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
  • 15. Did the Leasing Professional request you to provide your identification before taking you to a vacant apartment? Yes3/3
  •  Total: 21/25
    21
    84

Comments on Qualifying Needs. (Please state in when the guest card was filled out - Before/During/After the Tour).:

I'esha and I sat at a table and she covered the rent, qualifications, utilities and asked what was really important to me in an apartment. I told her a washer would be nice. We discussed the availability of internet, cable services in the area, and she offered that Comcast was the only option but contractors were presently installing new lines due to the new location of the BARCS facility.

She asked if I would like to see something and we decided on a three-bedroom apartment. She said she would get some keys, asked when I was moving, and was gone for almost five minutes. I'esha gave me a guest card to complete while she went back to the office to get keys to show me an apartment.

She came back and asked how I heard of them and asked for my ID.

Demonstrating - 19 possible points

  • 1. Did you view a vacant or model? Yes0/0
  • 2. Did the Leasing Professional take a scenic yet convenient route to the vacant?Yes1/1
  • 3. Did the Leasing Professional ask if your move date was flexible?Yes1/1
  • 4. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes1/1
  • 5. Did the Leasing Professional try to learn more about you throughout the tour?Yes2/2
  • 6. Did the Leasing Professional mention the professional management?Yes1/1
  • 7. Did the Leasing Professional mention 24-hour maintenance services?Yes1/1
  • 8. Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)Yes2/2
  • 9. Did the Leasing Professional discuss and/or point out community facilities? (Please explain in the comment box at the end of the section.)Yes2/2
  • 10. Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?No0/1
  • 11. Did the Leasing Professional get you actively involved in conversation during the tour?Yes1/1
  • 12. Did the Leasing Professional show an apartment that was clean and made ready? If not, please explain in the comment box at the end of the section. Yes3/3
  • 13. Did the Leasing Professional effectively overcome your objection(s)? Please explain in the comment box at the end of the section. Yes2/2
  • 14. Did the Leasing Professional begin asking closing questions early in the presentation? Please explain in the comment box at the end of the section. No0/2
  •  Total: 17/20
    17
    85

Comments on the Demonstration (Please describe your experience while touring with community with the agent.):

I'esha greeted everyone that we came across as we walked to the vacant apartment. She has a good rapport with all of her residents.

As we entered the vacant, I'esha pointed out the lush carpeting and the new, no-string blinds that are included. She also pointed out the roomy closets and storage space. When I mentioned there was no dishwasher, she said she hoped in their future upgrades they would add them. (there was a dead roach on the kitchen floor).

I mentioned laundry and she said there are two facilities on the property but did not offer to show me them. She informed me of the qualifications for application approval during the tour. It was obvious she is proud of her community and the residents.

Closing - 30 points possible

  • 1. Did the Leasing Professional invite you back to the leasing office following the tour?Yes1/1
  • 2. Did The Leasing Professional discuss rental rates positively and confidently?Yes1/1
  • 3. Did the Leasing Professional create a sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. Yes2/2
  • 4. Did the Leasing Professional mention current specials?No0/0
  • 5. Did the Leasing Professional make you feel welcome at the community? (Please explain in detail in the comment box following this section.)Yes2/2
  • 6. Did the leasing professional attempt any of the following closes? A maximum of 8 points can be earned if the leasing consultant asked two of the four questions. If two of the four questions were answered, then check “Yes” in this box for 8 points. If no, then check this box “No” and no points will be earned. Yes8/8
  • 7. Did the Leasing Professional ask you to fill out an application?Yes0/0
  • 8. Did the Leasing Professional ask you question that generated a yes or no answer? Yes0/0
  • 9. Did the Leasing Professional use assumptive phrases (ex: "your apartment", "you'll love living here", etc.?No0/0
  • 10. Did the Leasing Professional use a closing technique not listed above? (Please specify in the comment box at the end of the section.)No0/0
  • 11. Did the Leasing Professional attempt to schedule another visit to the community?No0/0
  • 12. Did the Leasing Professional provide you with any promotional material (business card, brochure, floor plans, etc.)?Yes2/2
  • 13. Did the Leasing Professional suggest you visit the company website?No0/0
  • 14. Based on the Leasing Professional's presentation, would you have leased an apartment?Yes10/10
  • 15. If unable to meet your needs, did the Leasing Professional refer you to another community?N/A2/2
  • 16. Did the Leasing Professional do or say anything to make your visit "extraordinarily" memorable? (Please explain in the comment box at the end of the section.)No0/0
  • 17. Did the Leasing Professional ask permission to keep in touch?Yes2/2
  •  Total: 30/30
    30
    100

Closing Comments (Please explain all the details of how the agent attempted to close you at the end of the onsite visit. Also, explain your reason for not leasing that same day.):

Back at the office, I'esha gave me the application fee and asked if I had any questions. She provided me with her business card with the new email address, a referral page, and an booklet with an application, qualification information and floor plans.
I'esha seemed really interested in helping me and asked the best way to keep in touch.

Fair Housing

  • 1. Did the Leasing Professional say or do anything to discourage you from leasing due to any issues that could have been perceived as discriminatory? No0/0
  • 2. When ask about the majority types of people that live in the community did the Leasing Professional say "We rent to anyone that qualifies" or something similar?Yes3/3
  • 3. When you asked, "What kind of security do you have?" or "Is this a safe area?", how did the Leasing Professional respond? (Please answer in the comment box at the end of the section.)Yes2/2
  •  Total: 5/5
    5
    100

Comment (This is mandatory that you answer question #3 in the Comment Box).:

When I asked how safe it was there as I had not lived in the city I'esha told me I could check with the local police department and she has not heard of any issues. She also told me the community is gated, there are security cameras on the property as well as the laundry rooms and residents have parking passes as well as their guests and all buildings are security entrance. She told me they have security during the afternoons also.

When I asked about what type of residents are there she told me they are a multi-family community and they have all types of residents.

Follow Up - 24 Hours - 15 Possible Points

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?Yes10/10
  • 2. Did the leasing consultant follow up again within 5 business days?No0/5
  •  Total: 10/15
    10
    66.67

Comments:

I'esha called me to follow up on 2/14/2020, 2 days later. There was no other follow up after that date.

Performance Evaluation

Total Phone Score: 33%
On Site Score: 87%
Total Score: 0%

General Questions