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Report For Danielle Carroll at The Avanti

Report For Danielle Carroll at The Avanti

0%
Current Score
NAN%
Average Score
    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?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?N/A1/1
  • Were the apartment features described before a price was given?No0/1
  • 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: 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): :

Danielle answered and stated the name of the community and she introduced herself. I told Danielle I was looking for a one- or two-bedroom depending size and price. She asked for my first and last name. She used my name in conversation and began quoting me the rate rang for a one and then a two-bedroom apartment. She asked me how soon I was trying to move and I told her mid-October.

She asked me how I heard about them and if I had any pets. She told me about the pet fee. She then asked for my phone number. She confirmed that they did have availability for both a one and two bedroom.

Danielle invited me in for a tour and we agreed on 11:45 AM. She thanked me for calling and we said our goodbyes.

Overall, Danielle gave me the very basic information I needed and she did ask me some qualifying questions. She did not ask about the apartment amenities I was seeking nor did she state what apartment and community amenities they had. She was just determined to set the appointment for a tour.

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 community looked well kept. I did not see overflowing trash dumpsters. The leasing office looked tidy. Signage was appropriate.

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?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
    4
    100

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

I entered the sales office and Danielle introduced herself and shook my hand. I used the office bathroom which was clean. Danielle invited me to sit at the round table in the middle of the office.

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::

She asked for my full name and she confirmed the size apartment and my move date. She was documenting all my information. She asked how many occupants and if I had a pet. She wanted to know what my apartment preferences were and I told her I wanted a washer and dryer in the unit. She said they only had laundry rooms. She recommended the Verona at Silver Hill for in unit washer and dryers. She told me there were two washers and two dryers in each building. I asked how many resident in each building were sharing the laundry room. She said 14 units share the laundry room. I showed some objection to only two sets of washer and dryers. She then instructed me that I could go to the local laundry up the street and she also told me which one not to go to. I was concerned she was indicating a safety reason. Danielle clarified that the laundry facility she was recommending was new versus the other one.

Danielle verified my phone number and reviewed the application process and the security deposit. She was very thorough.

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?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
    18
    90

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

Danielle was very knowledgeable about what she had available in my time frame. She highlighted the floor plans. She asked for my ID and we began the tour.

Danielle took me into the model and led me through each area. She described all the amenities and features in every detail. I told her I wanted newer appliances and she assured me that they would be in good condition. I also told her I was concerned about the carpet and she said I would get new carpet.

A resident had entered the office and asked when the exterminator was coming which then I asked Danielle if they had a rodent problem during the tour. She said, "anywhere you go you can have problems". She told me they have the exterminator come out on a schedule for preventative reasons. She said they encourage residents not to leave the dog food on the floor when they are not home which I thought was kind of extreme and it gave me the impression that the problem might be bigger than she was telling me. I asked if they rodent problem was more problematic on the bottom floor apartments which is what I wanted and she said they seal up any points of entry so they prevent any problems. That satisfied me enough.

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?No0/3
  • 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?N/A1/1
  • 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?N/A4/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?Yes5/5
  •  Total: 28/35
    28
    80

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

After we viewed the model, Danielle invited me back to tour a vacant she will have available to see in the next couple days. She asked me where I was coming from and I told her Baltimore. I informed her I had a job offer on the table.

After we toured the model, she began telling me all about the property such as the size and number of units, the community amenities with two pools and the gym downstairs. She did not offer to show either. There was lady waiting for her in the office. I am not sure if it was a resident or a prospect.

She gave me a paper application. She asked if I had any questions. I asked if the community was gated and she said they have two projects going on currently. One was the gated entry and the other was the key fob to get into each building. She informed me about the free parking passes.

I asked if there was a problem with any cars getting broken into. She said not to her knowledge but I could check with the local police department.

I also told her I will work from home several days a week and is noise a factor if there are a lot of families. She said they rent to anyone that qualifies and she left it at that.

She thanked me for coming and I the visit ended.

Danielle did overcome my objections but she did not try to close me at that point. She did not mention any specials.

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 asked if there was a problem with any cars getting broken into. She said not to her knowledge but I could check with the local police department.

I also told her I will work from home several days a week and is noise a factor if there are a lot of families. She said they rent to anyone that qualifies and she left it at tha

Performance Evaluation

Total Phone Score: 76%
On Site Score: 87%
Total Score: 0%

General Questions