Report For Betty Ariza at Spa Cove

Report For Betty Ariza at Spa Cove

Current Score
Average Score
  • 93%
  • 80%
  • 67%
  • 25%50%75%100%

Performance Evaluations


  • 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?Yes1/1
  • 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?N/A1/1
  • Did the Leasing Consultant describe the community amenities or local area conveniences?N/A1/1
  • Was a specific apartment described that met your needs?N/A1/1
  • Were the apartment features described before a price was given?N/A1/1
  • Did the Leasing Consultant create a sense of urgency?Yes1/1
  • Did the Leasing Consultant attempt to set an appointment with you?N/A5/5
  • 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

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): :

Betty was very pleasant over the phone. She answered with her name and the name of the property and prompted the caller to give their name. I stated my name and told her I was interested in an apartment. She asked me a variety of questions to best assess my needs. She asked the size apartment needed, the move in date, number of occupants, if I had any pets, any special features desired, and how I heard about the community. She took my information and gave me a brief overview of the community. At the time, she was doing a lease signing so I let her know that I was interested in visiting the property. She told me the days and hours that they were open and asked me when I wanted to come in. I made an appointment for that day. She let me know that she was looking forward to my visit. After speaking with Betty, I was looking forward to seeing and learning more about 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?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

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

The property was easy to locate based on the directions Betty offered. There were many directional signs pointing you towards the leasing office. I noticed that the property was very clean and well manicured. There was plenty of parking as well. I did not notice any trash on the property and the dumpsters were not overflowing. Once inside the office, I noticed that it was large and bright. It definitely left a positive impression.


  • 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?Yes1/1
  • Did the Leasing Consultant seem genuinely interested in helping you?Yes1/1
  •  Total: 5/5

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

When I arrived to the property, I ran into Betty into the hallway. When she saw me, she extended her hand and introduced herself. When I introduced myself, she got very excited and invited me into her office. She provided me with a guest card to fill out to review my needs, Betty was very friendly and seemed genuinely interested in assisting me. She was also dressed very professional in a blouse, slacks, and heels.


  • 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?Yes2/2
  • Did the Leasing Consultant ask or confirm your current address?Yes0/0
  • Did the Leasing Consultant ask or confirm why you are moving? Yes1/1
  •  Total: 8/8

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

When filling out the guest card, it asked a number of questions, such as my move in date, the size apartment needed, number of occupants, pets, desired features, and income. Many of these things we discussed over the phone, and Betty reviewed this information once I arrived. She read it out old for clarification. Afterwards, she pulled out the various floor plans at the property to show a visual of what the units looked like. She told me that she would be taking me to visit a renovated 2 bed/ 1 bath apartment, as well as a 2 bed/ 2 bath model. She also discussed the application process with me.


  • 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?Yes3/3
  • 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

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

Before viewing the apartments, Betty took me to view the community's amenities. We viewed the business center, the fitness center, the community room, and the pool. All were in very good condition.

I followed Betty in my car to both apartments being shown. In the 2 bed/1 bath vacant, it was clear that maintenance was still working in the unit. There was debris on the floor, exposed wires, and a paint can visible. Betty took me through the unit room by room and described its features. She elaborated on the newly done renovations as a new feature of the property. She discussed the pricing of the unit and the utilities that I would be responsible for. We then went over to the model 2 bed/ 2 bath in which she took me again through each room and detailed its features- pointing out the differences from the previous unit we saw. The model showed very well. It was great to see both in comparison.

Betty was very enthusiastic throughout the demonstrations and you could tell that she was passionate about the property. Additionally, she discussed with me the area attractions, shopping, and dining that were in the area. She made sure to have conversation with me to get to know me better. I appreciated that and it didn't seem forced.


  • 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?N/A1/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?Yes1/1
  • 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: 33/35

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

On the walk back to the office, Betty asked me if I wanted to apply in the office. I stated no and she didn't push the issue.

Once back in the office, she instructed me how I could apply online and provided me with a discount code for the application. She set me up in their system so that I could apply online. She also reiterated a current special they had going on where I would receive one month free if I moved in by a certain time. She stressed that they had limited availability and that I should act soon if interested. She provided me with her card, a brochure, the various floor plans with pricing, and a paper application. She told me that she would be checking in on me to see where my apartment search was. I definitely would have leased from Betty- she was very professional and welcoming.

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

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?" :

When asked about safety, she said that she had not heard anything since their management company took over. She said it was a very quiet area, but that things could happen anywhere. When asked if many kids lived in the available building, she said they rent anyone who qualifies and that she wouldn't have that information.

Performance Evaluation

Total Phone Score: 97%
On Site Score: 91%
Total Score: 0%

General Questions