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Report For Stevie Dew at The Milano

Report For Stevie Dew at The Milano

0%
Current Score
91.67%
Average Score
  • 92%
    9-18-2019
  • 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?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?Yes1/1
  • 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: 25/29
    25
    86.21

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): :

Dewayne from the call center answered the phone. He stated the name of the community and then introduced himself. He sounded pleasant and accommodating. I told Wayne I needed prices on an apartment and he asked when I needed the apartment. I told him within 30 days. He clarified a date. He then checked his availability and told me they had 3 different sizes for the one bedroom. He quoted me prices and square footage.

Dewayne told me what was included and not included in the rent. He told me about the assigned parking. He asked me about pets. He said there are no amenity fees. He told me how much the security deposit would be and he asked me how many occupants.

Wayne invited me in for a tour. We decide on 4:00 PM. He asked for my first and last name, phone number, and an email address.

He told me what to bring and to bring my ID. Also, he asked if I needed directions. He thanked me for calling and the call ended.

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?No0/0
  • 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?Yes0/0
  • 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? Yes0/0
  • 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: :

I turned into the community but I had trouble finding the leasing office. I turned into two different courts of the Milano buildings. After getting back on the street and driving up the hill you can see the pool and the office is big and visible. Perhaps more directional signs to the leasing office would be good.

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? :

Stevie greeted me with a pleasant smile as I entered the leasing office. It was a pleasure to meet Stevie. She was professional and pleasant. She took time to bond and be relate-able.

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?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: 7/8
    7
    87.5

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

Stevie had a guest card and asked me the majority of qualifying questions with the exception of how I heard about them.

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?Yes2/2
  • 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?No0/2
  • 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.):

As I walked into the leasing office, I was greeted by Stevie standing as the door opened. I immediately told her who I was. She walked over and shook my hand and introduced herself. She pulled up the guest card and asked for my ID.

We sat down and she asked the same questions I was asked over the phone. How soon I needed to move, my apartment preferences, and number of occupants. She gave me a choice of what to see which was either garden style or mid-rise. I choose the mid-rise.

Stevie took time to hold the door and greet residents as we approached the building. We walked to the building and entered a vacant apartment on the 6th floor. She walked me through the apartment pointing out all the features of each area. During the tour she asked me if I had any questions and wanted to know if I liked what I saw. I asked Stevie is this a dangerous area and she answered with saying that there two officers in the community and two maintenance people that live on the site. I asked her if there were a lot of Spanish people she answered by saying, "she wasn't really sure".

We left the vacant and she took me to see the gym and community pool.

We walked back to the office. She asked me again if I was interested, I said yes so, she gave me the application to fill out. I told her I had to see another place and I had to think about it. She also reviewed pricing and highlighted the floor plans and prices that met my needs. She told me about the special and she wrote it down for me on the pricing sheet. Stevie told me all I would to apply. She was very thorough. I re-iterated that I still had other places to see and she thanked me for coming in and the visit ended.

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? Yes2/2
  • 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: 34/35
    34
    97.14

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

Stevie made it so hard to say no. She talked of the apartments as if this is the place to be. I told her I couldn't ma a decision today because I haven't finished looking around. She reassured me that this was the place to live but contact her if I choose to move here.

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 Stevie is this a dangerous area and she answered with saying that there two officers in the community and two maintenance people that live on the site. I asked her if there were a lot of Spanish people she answered by saying, "she wasn't really sure".

Performance Evaluation

Total Phone Score: 86%
On Site Score: 94%
Total Score: 0%

General Questions