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Report For Jennifer Did not give last name at Prospect Hall Apartments

Report For Jennifer Did not give last name at Prospect Hall Apartments

0%
Current Score
94.85%
Average Score
  • 95%
    8-14-2019
  • 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?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?Yes1/1
  • 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?N/A1/1
  • 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?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: 28/29
    28
    96.55

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): :

Jennifer answered with the name of the community and she introduced herself. I told her I was looking for a one- or two-bedroom apartment and it would depend on prices and sizes. She asked for my name and used it in conversation. She wanted to know when I needed to move; how many occupants; and if I had any pets. I told her just me and I have a dog. She explained to me how they were pet friendly and they have a dog park. She checked her availability and told me she would have a one bedroom on the ground floor. Jennifer went on to describe the apartment with all the newer features that come with a relatively younger property. She gave me the price for the one bedroom. She continued to explain the two bedrooms she had available and gave me those prices as well. She told me the two bedrooms that would be available and she gave me prices. I told her I would probably go with the one bedroom. She said that the one bedroom would be available at the end of August just shy of my September move in date. She explained how I could hold the apartment for 14 days to make my move in date.

Jennifer invited me in for a tour. She explained she didn’t have the actual unit to show me but she could show me something similar. We agreed on 1:00 PM appointment. She asked for my last name, my cell phone number, and email address. She asked me how I heard about them and I told her I googled the area. She asked what brings me to the area and I told her I was relocating for work. Jennifer thanked me for calling and we said our goodbyes.

Overall, I found Jennifer to be super professional and very upbeat. She had a “take charge” personality. After our conversation I was looking forward to visiting the property.

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? 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
    0
    NAN

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

The community looked exceptionally clean. The entrance into the apartment, outside the front door could use a power washing. This includes the floor and the frame around the door.

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?Yes1/1
  • 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: 4/5
    4
    80

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

I entered the sales office and was greeted by Davaris. I asked for Jennifer. Davaris said Jennifer will be right back. I used the bathroom while I waited. The bathroom was very clean.
Jenifer approached me and called out my name. She shook my hand and invited me to have seat.

She described a one bedroom we were going to see. She said they were 98% occupied and 99% leased after I asked. I asked if they had a lot of transients for the location being closer to the DC Metro area. Jennifer said they had a variety of residents.

I did not observe a physical guest card that was filled out in my name.

Qualifying

  • 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?N/A1/1
  • Did the Leasing Consultant ask or confirm why you are moving? Yes1/1
  •  Total: 8/8
    8
    100

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

Most of the Qualifying questions were asked over the phone. The questions were not reviewed before we took the onsite tour; Although, some of the questions came up in conversation during the tour such as a walk-out apartment on the bottom floor to accommodate my dog.

Demonstration

  • Did you see a MODEL or a VACANT?Yes0/0
  • Was a convenient route taken to the vacant/model apartment? Yes1/1
  • 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?Yes3/3
  • 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.):

Jennifer collected my ID. Before we left, Jennifer showed me some of the community amenities. She was very thorough in describing all the features. She showed me the pool area along with the grills. She told me I would get a key fob for the fitness center. We walked to the fitness center. The fitness center was larger than most I have seen on property.

We took the golf cart to the vacant. Jennifer reiterated that their community is less money than the “comps” in the immediate area. She told me they were currently managed by Lincoln properties after I asked. Jennifer proceeded to point out more community amenities as we drove to the vacant such as the garages and the valet trash system.

We walked into the one bedroom. Jennifer led me through each room pointing out the features. As we looked out on the terrace, I asked Jennifer if they had any crime in the area. She said she couldn’t answer since that was a Fair Housing Issue but I could check with the local police department or from her personal standpoint she felt safe.

I asked if I could paint the walls and have a wall TV installed and she told me I could. She recommended Best Buy department store since they offer free installation.

Jennifer created rapport during the tour by staying focused on questions about my pet. She asked me what breed but didn’t go into any breed or weight restrictions so I assumed weight was not a problem.

The closet doors in the bedroom swung open and limited the space for the bed. I suggested putting sliding doors on the closet and Jennifer said, “I could” but the original doors would have to be put back before I moved out. She also said they resident is responsible for cleaning the apartment before moving out. She used an example of a resident that just wrote them a check for $250 since he did not want to do the cleaning.

I asked if they had any decorators and she recommended I could get some ideas on Pinterest which was a great idea.

I mentioned how I thought the doorway was unusually dirty for the age of the property. Jennifer agreed that after four years they should budget power washing for more than just once a year.
As we headed back to the leasing office, Jennifer pointed out the mailboxes and the storage area for packages. We talked about how the trash pick up worked. I asked how long Jennifer had worked at the property and she said only for a few months. She shared that her manager and she worked together for many years and the manager asked her to come to this property. She also shared she has lived in the area for 30 years and her home is not too far from the community.

I asked, “why people want to come to live here?” She said, “they like the new property with the new amenities and the price is a couple hundred dollars less than their comps in the area”.

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?N/A2/2
  • 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? 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?No0/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?Yes1/1
  • Were you given a brochure?Yes1/1
  • Were you give an application? N/A1/1
  • 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: 32/35
    32
    91.43

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

As we entered back at the office, Jennifer was approached by a current resident who wanted to let her know that there was a tree infested with a particular bug (bag worm) that may encroach on their property and she would want to look into it. Jennifer agreed and said she would look into it. This resident proceeded to give me a huge testimonial about the property and the team when she learned I may be potentially moving in. I then took the opportunity to inquire about the team. Jennifer informed me they had two leasing agents and the property manager, Linda. Jennifer mentioned “Joe” the maintenance person. She paid him a lot of accolades. She mentioned they had three maintenance people in total. She said the turn around on tickets was quick. She also mentioned they change light bulbs for residents as well. She said they are like “a family” here.

Jennifer shared information about her family life and that her kids were grown and she lived in a townhome close by but she would consider moving on property to downsize.

We sat back at her desk and she reviewed the floor plan and went over the fluctuation in market rates and the special they were currently running. She was very thorough in explaining how the security deposit worked. She mentioned renter’s insurance.

She mentioned she only had one (one bedroom) left for my move date so she encouraged me to apply soon. She gave me only two sheets of paper (see attached). She did not have a business card. I asked if she could show me how to get to the link on the website to apply but she struggled with showing me since she had not done it in the past. She showed me how she enters through Entrada and told me she would send me a link via email. I never received an email at tinazeel@yahoo.com.

Overall, Jennifer was exceptionally professional and very thorough during the entire tour. She was very proactive in leading the entire demonstration. The tour last approximately 49:00 minutes. The "Close" wasn't the strongest. She did discuss the reduced "admin fee" which was the special but she struggled to show me where the link was on the website when I could not find it after searching on my phone in front of her.

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?" :

She described a one bedroom we were going to see. She said they were 98% occupied and 99% leased after I asked. I asked if they had a lot of transients for the location being closer to the DC Metro area. Jennifer said they had a variety of residents.

As we looked out on the terrace, I asked Jennifer if they had any crime in the area. She said she couldn’t answer since that was a Fair Housing Issue but I could check with the local police department or from her personal standpoint she felt safe.

Performance Evaluation

Total Phone Score: 97%
On Site Score: 94%
Total Score: 0%

General Questions