Report For Michael Minor at Cascades Overlook

Report For Michael Minor at Cascades Overlook

Current Score
Average Score

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?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?No0/1
  • 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? Yes1/1
  • Did the Leasing Consultant describe the apartment features?No0/1
  • 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?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: 22/29

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): :

Michael was very pleasant to speak with over the phone. He answered the phone promptly and stated his name and the community. When I told him I was looking for an apartment, he immediately started asking me qualifying questions. He inquired about my move- in date, the size apartment I was looking for, and if I was bringing a pet. Michael did not mention any of the apartment features or any of the community amenities. He also did not ask if I had a specific budget or if there were certain features I wanted in my home. After asking if I was flexible with my move-in date, he was able to identify an option for me. He immediately asked me when a good time was that I could come and view the apartment. At this time, he asked for my name and phone number. He also went into detail regarding the pet deposit and fees associated with the rent. He thanked me for calling and confirmed my appointment for the next day. I looked forward to meeting with Michael, as he was very charismatic; however, I wish I was given more information regarding the floor plan and features of the home prior.

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?No0/0
  • Did you notice any siding/trim, etc. which needed painting and repair?Yes0/0
  • 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 community was very well maintained for the most part. I didn't see any trash and the landscaping was nice. The leasing office was clean and well kept. I did notice that there were rolled up carpets laying outside on the grass in from of some apartment homes. That was a bit of a eye sore.


  • 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

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

Michael was very busy when I walked in; however, he acknowledged me and let me know that he would be right with me. He was very pleasant to speak with and was dressed professionally in a button up shirt with slacks. He offered for me to fill out a guest card while he was finishing up with a resident.


  • 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

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

After I filed out the guest card, Michael reviewed everything that we had spoke about over the phone, as well as what I listed on the card. From that information, he was able to find two apartments which would cater to my needs. He was very clear with me on the pricing and what features were in each of the homes. After a bit of a wait from the maintenance staff, we were able to secure the keys to view both available units.


  • Did you see a MODEL or a VACANT?Yes0/0
  • Was a convenient route taken to the vacant/model apartment? N/A2/2
  • 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?N/A2/2
  • Did the Leasing Consultant speak of the benefits concerning the Management Company?Yes2/2
  • Did the Leasing Consultant mention maintenance and their quick response?No0/2
  • 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?No0/2
  • 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)?No0/2
  •  Total: 14/20

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

Before going to the view the apartments, Michael took me to view the business center, theater room, pool, and fitness center. All were very well maintained. The apartments were actually located on a sister property, Brookside Commons since they accept pets. Because of this, we had to leave the community and drive to Brookside Commons. The drive was a little inconvenient and far just to view a vacant apartment.

Once in the apartment, Michael toured me through each room and discussed the features, as well as their benefits. He discussed the utilities that I would be responsible for covering on my own. He took his time and made sure that he was there to answer any questions that I had. I did notice that in both vacant apartments that I viewed, the cleanliness was lackluster. There were several flies and insects laying on the floor of the apartment, the counter tops looked dusty with specs of paint on them. There were some exposed wires in some rooms. Michael apologized for their condition citing that the exterminator had recently visited.


  • 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?No0/3
  • 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/A0/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?Yes1/1
  • 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: 29/35

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

Michael created a sense of urgency, especially when discussing the pricing. He made it known that prices could change at any time and that if I wanted to lock in the rate that we discussed, I would have to apply immediately. He also broke down what I would need to pay depending on when I moved in. He gave me a packet that included a paper application. He did not let me know of any incentives the community may have had. Michael made sure to be as thorough as possible and attentive to my needs.

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

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?" :

Michael was clear that the community leases to all individuals that qualify. He was also clear that if I needed information on safety or crime, the Franklin Police Station could be of some assistance. He also encouraged me to drive around the community at different times of the day to ensure I was comfortable.

Performance Evaluation

Total Phone Score: 76%
On Site Score: 82%
Total Score: 0%

General Questions