Top

Report For Justyce Silva at Clark Manor Apartments

Report For Justyce Silva at Clark Manor Apartments

0%
Current Score
84.38%
Average Score
  • 84%
    7-22-2019
  • 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?No0/1
  • Did the leasing consultant request your phone number?No0/4
  • 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?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?No0/1
  • 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: 20/29
    20
    68.97

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): :

Justyce politely answered the phone within three rings and said," Thank you for calling Clark Manor. How may I help you?" She did not introduce herself. I said I was calling to check on the availability of one bedrooms. She stated that they did have one bedrooms and immediately asked when I was looking to move. I responded within the next month because my lease would be ending on August 15th. Justyce said that she had one bedrooms available starting at $1,034. Justyce continued with what she had available without asking me the qualifying questions so she did not know what apartment features I was seeking other than the size apartment.

She stated that the available one bedroom did not have a washer and dryer and she would not have one with that within the next 30 days. However, she did say that there were laundry facilities in the building. She also mentioned that they had a two-bedroom available with a washer and dryer for $1,239. She quickly asked if I would like to come and see the one bedroom. I said I would come that same day when I got off work. Justice gave me the business hours and told me that they closed at 6 pm. She asked if I could make it before then and I agreed. At that point, she asked me for my first and last name and introduced herself as Justyce.

Justyce was a nice and straight to the point. She exhibited a sense of urgency and I was looking forward to seeing Clarke Manor.

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? Yes0/0
  • Were common areas pool/playground etc. well maintained?N/A0/0
  • 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: :

Clark Manor was easy to find. However there could have been more signage that led to the location of the leasing office. The grounds were clean and well maintained. There was no visible trash around the dumpsters. Maybe this was due to the camera right above. I noticed that parking was very limited near the leasing office. I did not see any call out for visitor parking. Upon walking into the office, it was very neat and nicely decorated and had a really refreshing scent. Overall, my impression of the property was a good one.

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? :

As soon as I walked in the office Justyce asked if I was Ms. Ayanna. She was eager to assist and I could tell that she had been waiting for me. She stood up to greet me, shook my hand, smiled and offered me to take a seat. At that time, Justyce retrieved my email address and began to fill out the guest card. She confirmed my move-in date as August 15th.

Before going on the tour, Justyce gave me an option to choose which apartment I wanted to see. The closer unit did not have a patio or balcony. But there was one a little farther away with a patio and balcony that required more walking and steps. I said we could just see the closer unit.

Justyce asked for my ID. Justyce was nicely dressed in a business casual outfit - pretty blouse and khaki pants. She seemed ready and eager to assist. It is also important to note that I never felt rushed, even though the office was about to close shortly. I sensed no irritation at all during our entire interaction.

Qualifying

  • 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?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?No0/1
  • Did the Leasing Consultant ask or confirm why you are moving? No0/1
  •  Total: 4/8
    4
    50

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

Justyce confirmed my move in date and referred to it several times throughout the tour. She also made reference to my desired apartment size which was a one bedroom, as well as my preferences, which were washer and dryer in the unit and top floor.

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.):

Justyce asked for my ID. Justyce was nicely dressed in a business casual outfit - pretty blouse and khaki pants. She seemed ready and eager to assist. It is also important to note that I never felt rushed, even though the office was about to close shortly. I sensed no irritation at all during our entire interaction.

As we walked to the unit, we had small talked about the rain storm and the power outage which had knocked their phone lines out. That explained why I had a bit of difficulty getting her on the phone earlier in the day. We walked into the building, she pointed out the laundry room because the available unit did not have a washer and dryer inside. When I reiterated that was my preference, Justyce mentioned that when the maintenance manager returned from vacation, they would have units with a washer and dryer in them. She also referred to my move in date of August 15th and was confident that by then they would likely have an available unit with a washer and dryer inside. She asked if having a washer and dryer inside the unit was a deal-breaker for me and I let her know it was a preference but not necessarily a deal breaker.

She then explained that we were currently in a K unit which did not have a patio or balcony, but all the other units did. Justyce pointed out the apartment features such as optional mirror in the dining room. The kitchen features included a breakfast bar, microwave, dishwasher, and ice maker freezer.

Next, we walked the hallway and bathroom. In the bedroom, she pointed out the windows and closet space. Justyce spoke highly of the company as well as management and the maintenance team. She said it was a very well-kept property, without a lot of issues. She also said many of the residents had been living there for a long time. She mentioned the company took care of water sewage and trash fees.

As we walked back to the office, Justyce started to allude to the closing process. She mentioned that prices changed daily and that when they rented more, the prices go up. she said August was a high-traffic time and the prices may go up mid to late August, but I could lock in my price because apartment could be held for up to 30 days. I commented on the parking and asked if the parking lot was safe. She said it was well lit and pointed out the outside building lights and surveillance cameras above the dumpsters. She even told me about the police department and fire station right down the street.



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?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? 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).:

As we walked back to the office, Justyce started to allude to the closing process early on. She mentioned that prices changed daily and that when they rented more, the prices also went up. She said August was a high-traffic time and the prices may go up mid to late August, but I could lock in my price because apartment could be held for up to 30 days.

As we walked toward the leasing office, Justyce pointed out the laundry card upload machine. When we went into the leasing office, Justyce showed me the two-bedroom model which was hidden cleverly behind a secret wall in the leasing office. This model's layout was more similar to the available one bedroom. Justyce discussed features like the complementary accent wall, private patio screen, and bedroom space. Justyce referred me to the company website and said the application fee was $30 per adult and the security deposit will be from $250 up to one month's rent.

She gave me a folder with marketing material, an application and her business card. She wrote all prices on the paperwork. At that time, she informed me of a deluxe one-bedroom that would be coming available with beautiful hardwood floors. She also said it was a 3rd floor and therefore no one above my head. I had mentioned that as a preference earlier in the tour. She was great at being attentive to my needs and paying attention to detail. Before saying goodbye, Justyce told me her name again and invited me back out to see additional upcoming availability. I would have absolutely rented from Justyce. She convinced me that the property had great management and little to no issues or concerns.

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?" :

I commented on the parking and asked if the parking lot was safe. She said it was well lit and pointed out the outside building lights and surveillance cameras above the dumpsters. She even told me about the police department and fire station right down the street. I also asked were there any buildings that did not have children and she said they were a multi-family housing community and residents could live in any building.

Performance Evaluation

Total Phone Score: 69%
On Site Score: 91%
Total Score: 0%

General Questions