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Report For Dee Johnson at The Verona at Silver Hills

Report For Dee Johnson at The Verona at Silver Hills

0%
Current Score
85.42%
Average Score
  • 85%
    9-21-2019
  • 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?No0/1
  • 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?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?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?N/A0/1
  • 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
    22
    75.86

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): :

The agent answered the phone and said, “thank you for calling The Verona at Silver Hill, who am I speaking with today?” I said this is Tina. She said how can I help you today, Tina? I said I was checking on availability of your apartments. She asked me how many bedrooms and I said I was looking for one or two bedrooms depending upon size and price. She asked me how soon I was looking to move. I told her mid-October. She put me on a brief hold. She came back and told me about a one bedroom she would have coming available. She gave me the price and when the apartment was available. She also gave me another option. I asked if I was talking directly to the property or if this was an answering service. She said it was the “central office”.

The agent invited me in for a tour and she gave me appointment options. I chose 1:30 PM that same day. She asked how many occupants and if I had any pets. I told her I would be bringing a dog when she asked. She asked me what amenities I would like to have so she could convey that information to the leasing team. I asked if there was a gym and she said there was not. I then asked if there was a washer and dryer in unit and she confirmed there was. I also told her storage space was important. She said they have a storage closet on the patio. She then asked if there was anything else that I needed.

The agent reminded me to bring my ID. She asked for my email address so she could confirm my appointment. I did receive that email. I asked for her name and she told me her name is Amelia. She also informed me she had a coupon for me that I could redeem at the community for $500 off. I pressed to find out who I would be meeting with and she told me that anyone in the leasing office could help me.

She told me there would be a brief two questions survey at the end of the call. She thanked me for calling and we hung up.

Overall, the agent should have stated her name at the beginning of the call to make it feel more personable and seamless so the prospect couldn't differentiate from the leasing office versus the central office. She did use my name throughout the call and asked me some qualifying questions.

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?Yes0/0
  • 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 building was in great shape for its age. It was obvious that renovations had recently happened.

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?N/A1/1
  • 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? :

I entered the leasing office. The agent looked at me and said, “how are you today?” She did not immediately introduce herself and I told her I had spoken to the “answering service” and I had an appointment. I told her I wanted to check their availability.

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?Yes1/1
  • 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::

She asked me how soon I was looking to move. I told her I was waiting to finalize a job offer in the area. She asked me what size I needed and she asked me again about my move date. I told her I needed a one or two bedroom and depending upon size and price and I would be looking at the 2nd week in October. She said she wouldn’t have any one-bedrooms but she had two-bedrooms. She very enthusiastically said they are newly renovated and she went on to describe the renovations. She told me about the pool. She asked if I had any pets and then told me about the dog park. She explained they are installing a new playground. Dee went on to tell me about all the public transportation.

Dee had me fill out a guest card. She asked how I heard about the community. She offered me a refreshment. She took my ID and used my name many times during our conversation.

Most of the qualifying questions were on the guest card I had filled out.

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?No0/2
  • 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?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: 16/20
    16
    80

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

Dee finally introduced herself with her name and she said she was the property manager. I followed her across the hall and we entered the renovated apartment. She led me through each room and pointed out the features and amenities. She was very upbeat and passionate about her community. She opened the closet doors to show me the space highlighting my preferences that was discussed. We discussed how my furniture would fit. I asked if the property was a gated community and she said to a certain extent and she went on to explain.

Dee told me that the National Harbor was not that far away as she gave me some selling points. We left the apartment and she gave me a tour of the community amenities. I told her I noticed there was no security bar on the sliding glass doors. She said security really isn’t an issue at the property and they have 24-hour patrol and they live on property.

Dee showed me the pool, the grilling area, and the dog park as we walked the grounds. She shared that she had lived at the property until about a month ago when she bought a house. She also shared that her daughter lives on property. She pointed out the bright lights to illuminate the community at night. Dee told me about the new gym that is not yet open.

She said that the apartments are going fast and she would give me an application.

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?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?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: 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).:

We went back to the leasing office. She told me about the special they are running. She described the application process. She asked me what my budget would be and she reviewed the prices with me. She told me about the referral special. She encouraged me to get my application in as soon as possible since the apartments go fast. She told me about three residents that are moving to renovated apartments. She assured me I would get a renovated apartment.

Dee confirmed that she had answered all of my questions. She gave me a very pleasant goodbye and the visit ended.

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 told Dee I noticed there was no security bar on the sliding glass doors. She said security really isn’t an issue at the property and they have 24-hour patrol and they live on property plus they have a lot of lighting at night time.

When I asked about the noise in the area alluding to children she told me I should drive the property and get an idea for myself.

Performance Evaluation

Total Phone Score: 76%
On Site Score: 90%
Total Score: 0%

General Questions