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Report For Katherine Snyder at Piney Ridge Apartments

Report For Katherine Snyder at Piney Ridge Apartments

0%
Current Score
65.63%
Average Score
  • 66%
    08-27-2019
  • 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?No0/1
  • Did the leasing consultant ask you how you heard about the community?No0/1
  • 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?No0/1
  • 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?No0/1
  • 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?N/A1/1
  • Did the Leasing Consultant create a sense of urgency?N/A1/1
  • 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: 24/29
    24
    82.76

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): :

Katherine answered the phone by listing the name of the community and introducing herself. She appeared very friendly over the phone. I told her I was checking on availability and she asked when I was looking to move and I told her October. She said they did not availability that far out yet and she paused. I then told her I was flexible with my move date to continue the conversation. I asked her about September and she said they were booked for September as well but if someone gave notice, they could contact me and let me.

I asked Katherine to give me more information about the property and she began to describe the townhome style units and the layout of the floor plan. She then described the community amenities with the dog park. She highlighted the 24-hour maintenance staff. After she described the townhome and the community amenities, I paused to wait for her to invite me in. Instead, she immediately asked if I had any pets and I told her I had a dog. She told me about the pet policy and breed restrictions.

Katherine finally asked me for my contact information which was my phone number and email address. She repeated my move date and asked me the number of occupants. I got the impression she was writing this down. She asked my reason for moving and where I currently lived. I told her I was moving for work and I currently lived in Columbia.

She then invited me in for a tour and we decided on the following day at 9:00 AM. She asked if I needed directions. She confirmed out appointment and we said our goodbyes.

Overall, Katherine was very friendly over the phone and was able to give me an overview about the community after I asked. She did not ask what apartment/townhome amenities I was seeking. I felt as if she was reluctant to invite me in for a tour since they did not have any availability yet they did have a model to show. She never asked me the size home I was seeking.





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: :

Both the grounds and the office looked clean. The leasing office was easy to locate.

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?No0/1
  • 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: 2/4
    2
    50

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

When I walked into the leasing office, Katherine was seated. I told her I had a 9:00 appointment. She stood up and shook my hand as I introduced myself. She remembered our phone call. She pointed to the direction of the model, which was in the next room for me to view. She did not ask any additional questions. She said I could look around.

I did not observe a guest card that she filled out or she did not type anything into the computer.

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?Yes1/1
  • Did the Leasing Consultant ask or confirm special or specific features?No0/1
  • Did the Leasing Consultant ask or confirm your phone number?Yes1/1
  • Did the Leasing Consultant ask or confirm the size apartment you needed?No0/1
  • 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: 5/8
    5
    62.5

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 she asked over the phone. Katherine did not take any time to review the qualifying questions onsite. She never asked me anything about my preferences. She did not engage in much conversation with me about my apartment search.

Demonstration

  • 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?No0/2
  • 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?No0/2
  • 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?No0/2
  • Were your objections overcome?Yes2/2
  • Was the vacant/model comfortable (lighting, temperature, clean)?Yes2/2
  •  Total: 10/20
    10
    50

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

When I walked into the leasing office, Katherine was seated. I told her I had a 9:00 appointment.
she stood up and shook my hand as I introduced myself. She remembered our phone call. She pointed to the direction of the model, which was in the next room for me to view. She did not ask any additional questions. She said I could look around. As I looked around as she sat at her desk and was quiet. She did not attempt to point out the features in each area of the model. She just let me walk around.

When I was finished, I came back to her desk and I told Katherine I was not familiar with the area. I asked if they had any problems with crime and she said she could not answer that question but suggested I check online to get the information. She was very helpful and telling me to enter the zip code online and I could find anything. She also suggested that I drive around and get a feel for the community. She then told me about the local area conveniences which she listed the shopping.

She gave me the pricing list. She reviewed what was on the brochure to include the application process and deposit fee. She reviewed my move date again and we discussed October. She did say she would have something around October 18th. She informed me what I needed to start the application process. She showed me the location of the available townhome on a community map. She told me the price would be $1,305 but she wasn’t sure and she would need to check.

I told Katherine that I work from home and often my nieces come over so I wanted to know if there were families in the community for them to play with. She said she couldn’t answer that but I could drive around and see for myself.

She described the directions to find the upcoming available unit. She told me I could call her if I had any questions. She thanked me for coming in and the visit ended.

Overall, the call started on the phone with she had nothing for me and ended up that she had something coming available in late October. She never asked if I wanted to apply at the end. Katherine was kind and friendly but lacks some basic selling skills.





Closing

  • Did the Leasing Consultant invite you back to the office?N/A1/1
  • 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?No0/2
  • 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?No0/1
  • 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?No0/2
  • 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?No0/5
  •  Total: 22/35
    22
    62.86

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

Katherine lacked sales effort. She did tell me what I needed to apply but never asked if I would apply. We never discussed what apartment features and community amenities I was seeking. She sat at her desk while I looked around.

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?" :

Katherine responded appropriately to the Fair Housing questions.

Performance Evaluation

Total Phone Score: 83%
On Site Score: 58%
Total Score: 0%

General Questions