Report For Penny Staples at Oakland HIlls Apartments

Report For Penny Staples at Oakland HIlls Apartments

Current Score
Average Score
  • 94%
  • 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?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?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?N/A1/1
  • 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

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): :

Penny answered the phone stating the name of the property and introducing herself. She was very pleasant and inviting. I felt valued from the start of the phone call.

Penny was very pleasant over the phone. She seemed genuinely interested in helping me find an apartment that met my needs. She asked about my preferences and was very vocal on the specials and discounts currently running. Additionally, I was informed about the many utilities that the property covers for residents. She did not go into specifics about the community, the area conveniences, or the prices.

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?Yes0/0
  • Were laundry rooms neat and clean? N/A0/0
  • Were common areas pool/playground etc. well maintained?N/A0/0
  • 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. There was plenty of signage to direct individuals to the leasing office. I did not notice any litter throughout the grounds. There were a few paint cans, ladders, and wood scattered throughout the community due to the ongoing construction being done on the property.


  • 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? :

Upon arriving, Penny was speaking with a man ( who I later found out was the Maintenance Manager) at her desk. She asked me if I was Keisha and extended her hand out to me and she introduced herself. She displayed a smile throughout our initial greeting and seemed genuinely happy that I came to the community.


  • 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::

Penny had taken notes from our previous phone conversation. She was able to recall all of the information I had previously given to her. Additionally, she had asked me where I was currently living and why I was moving to the area. The maintenance manager was in the office during this time and was able to provide some insight into the property and why he loved it as a resident as well. Both Penny and he were able to provide guidance as residents.


  • 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?No0/2
  • 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: 18/20

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

As we walked to the vacant, Penny told me all about the construction and informed me about the new HVAC units and washer and dryers being in the apartment.

Penny showed me two vacant apartments that met my preferences. She led me through each room and discussed their features. She was very thorough. The maintenance manager also accompanied us through most of the tour. The apartments were both clean and inviting.

When I asked the question about the ongoing construction and the noise and tousle it could cause, Penny reassured me that the construction would not be taking place near the buildings of the available homes. She said that they have completed work on that building so that noise and clutter would not be an issue for me. It was a very laid-back tour- you could tell she did not have a pitch or a specific flow; however, it was informative. She did not speak on any amenities that the community had, but she briefly touched on some of the area conveniences.


  • 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? N/A2/2
  • 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?N/A1/1
  • 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: 35/35

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

On the walk back to the office, Penny asked if I wanted to put in an application that day. I told her I needed to consult with my fiancé and this was my first stop. She told me that the prices could change and to act quickly to take advantage of the current price and specials. Penny also discussed the application process and approval process with me. She let me know that I could start the application to secure the apartment and that my fiancé could come later to join. She created great urgency to solidify the decision. She also told me that I would be a great fit in the community and that they would love to have me there. The hospitality shown was appreciated.

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?" :

When asked about the safety of the community, Penny responded that it was safe, and she felt safe living there as well. She mentioned the other counties and places that she had lived and said that this community was one of the best. She pointed out that the residents rarely seem to have safety issues that they bring forth to the office. She credits the secluded location of the property as a benefit aiding a safe environment. When asked if there were children in the building I would be placed, she said she could not answer that question because of Fair Housing.

Performance Evaluation

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

General Questions