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Report For Betty Ariza at Spa Cove

Report For Betty Ariza at Spa Cove

0%
Current Score
79.68%
Average Score
  • 93%
    10-11-2019
  • 80%
    7-20-2020
  • 67%
    12-18-2020
  • 25%50%75%100%

Performance Evaluations

Telephone Greeting

  • 1. Were you able to reach a Leasing Professional on your first attempt? Please state in the comment box the dates and times you called before you were able to speak to a Leasing Professional.Yes5/5
  • 2. If you had to leave a voice message was your call returned within 2 hours? If no, please tell us in the comment box how many times you called and did not receive a live person and/or how many times you left a message. Please let us know if you received a call back at all?N/A5/5
  • 3. Did the Leasing Professional answer with the name of the community? (State the exact greeting in the comment box at the end of the section).Yes3/3
  • 4. Did the Leasing Professional identify him/herself?Yes3/3
  • 5. Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • 6. Did the Leasing Professional effectively use your name in conversation? (If so, please state in the comment box how many times they used your name in conversation)Yes3/3
  • 7. Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • 8. Did the Leasing Professional ask how you knew about the community?Yes3/3
  •  Total: 28/28
    28
    100

Telephone Greeting Comments (Please provide the Telephone Greeting in the comment box below. Explain all your "No" or "NA" answers.) How many rings before the Leasing Professional picked up?:

Betty answered the phone by stating her name and the community. Betty got my name and then after that she started asking how I knew about the apartment, as well how many people would be moving in. Betty was also able to schedule my on site tour an hour after we got off the phone. My first impression of Betty that she was very friendly.

Telephone Identifying Needs

  • 9. Did the Leasing Professional determine apartment size?Yes3/3
  • 10. Did the Leasing Professional determine move-in date?Yes3/3
  • 11. Did the Leasing Professional determine number of occupants?Yes3/3
  • 12. Did the Leasing Professional determine if you had any pets?Yes3/3
  • 13. Did the Leasing Professional determine your price range?Yes3/3
  • 14. Did the Leasing Professional determine specific preferences (i.e. w/d connections, up/downstairs, fireplace)?Yes3/3
  • 15. Did the Leasing Professional ask your reason for moving?No0/3
  •  Total: 18/21
    18
    85.71

Telephone Qualifying Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Betty identified my needs by asking what size I needed and when. I told her I was looking for a one- or two- bedroom apartment in 30 days or sooner. It would be just myself moving in she asked what I was looking for my apartment to have I said washer and dryer in unit if that was possible as well to have lots of closet space.

Telephone Demonstration

  • 16. Did the Leasing Professional ask open ended questions to identify your specific needs and wants in a new home? (i.e. "What are you looking for in a new home?" or "Describe your ideal apartment home?").Yes5/5
  • 17. Did the Leasing Professional review the apartment features and benefits (fireplace, washer/dryer, storage, etc.).Yes4/4
  • 18. Did the Leasing Professional describe community features, benefits, and/or amenities?Yes4/4
  • 19. Did the Leasing Professional create a sense of urgency?Yes2/2
  • 20. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?N/A3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 22/22
    22
    100

Telephone Demonstration Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Betty did ask open ended questions to identify my needs I was looking for. She did not spend a time to talk about the community features and amenities. She offered me an in person tour and we schedule an appointment for that day. She controlled the conversation.

Telephone Close

  • 22. Did the Leasing Professional attempt to schedule a specific time for a onsite tour? If a onsite tour was not scheduled then only fill out the telephone portion of this shop report.Yes3/3
  • 23. After you scheduled an onsite tour did a Leasing Professional follow-up with you within the same business day with an email confirming the appointment? Yes4/4
  • 24. If the Leasing Professional did not recommend or offer a virtual tour did they attempt to close in another way. (Please explain in the comment box below how the Leasing Professional attempted to close in another way.) N/A5/5
  •  Total: 12/12
    12
    100

Telephone Closing Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Betty invited me in to take the in person tour and we set a specific appointment.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? No0/13
  • 26. Did the Leasing Professional ask for your email?Yes4/4
  •  Total: 4/17
    4
    23.53

Telephone Follow-Up Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Betty asked for my email and sent me an email before my in person tour. Betty did not get my phone number.

Onsite Greeting

  • 2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?Yes10/10
  • 3. Was the Leasing Professional prepared for your visit based on the information gathered from you during the phone call?Yes5/5
  • 4. Did leasing consultant practice social distancing?Yes1/1
  • 5. Was personal protective equipment offered to you as the prospect?N/A0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

When I got to the leasing office I was a little confused at first because I did not see anyone then as I was looking around, I seen some one in the window so I knocked and Betty came to let me in. Betty was super friendly and nice. Betty followed all the social distancing guidelines. She was wearing her mask as well as I too.

Onsite Identifying Needs

  • 1. Did the Leasing Professional confirm size of apartment you needed?Yes1/1
  • 2. Did the Leasing Professional confirm your move-in date?Yes1/1
  • 3. Did the Leasing Professional confirm number of occupants?Yes1/1
  • 4. Did the Leasing Professional confirm price range or budget?Yes1/1
  • 5. Did the Leasing Professional confirm if you have any pets?Yes1/1
  • 6. Did the Leasing Professional discuss the floor plans creatively describing features and benefits of the apartment?Yes3/3
  • 7. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes4/4
  •  Total: 12/12
    12
    100

Comments on the Identifying Needs :

Betty had identified my needs on the phone so when I got to the office we just went over everything again in person. She was only able to show me the one apartment that was the two-bedroom, one-bathroom and the washer and dryers where down on the bottom of the apartment complex.

Onsite Demonstrating

  • 1. Did the Leasing Professional walk you through a model or a vacant at a steady and desirable pace?No0/4
  • 2. Did the Leasing Professional try to learn more about you throughout the tour by actively involving you in conversation?No0/4
  • 3. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?N/A5/5
  • 4. Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)No0/4
  • 5. Did the Leasing Professional discuss features and benefits of the community amenities? (Please explain in the comment box at the end of the section.)Yes4/4
  • 6. Did the Leasing Professional show an apartment that was clean and made ready? If not, please explain in the comment box at the end of the section. Yes1/1
  • 7. Did the Leasing Professional effectively overcome your objection(s)? What was your objection and how did the Leasing Specialist respond? Please explain in the comment box at the end of the section. N/A0/4
  • 8. Did the Leasing Professional begin asking closing questions early in the presentation? Please explain in the comment box at the end of the section. No0/2
  • 9. Did the Leasing Professional appear knowledgeable about the community?Yes2/2
  • 10. Did the Leasing Professional point out advantages you stated were important to you?N/A0/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?N/A0/3
  •  Total: 12/36
    12
    33.33

Comments on the Demonstration (Please describe your experience while virtually touring with community with the Leasing Professional.):

I followed Betty in my car to the apartment. We got out of the car some other residence was playing super loud music from their car as they were all outside. There was a strong odor of marijuana in the air. Betty did not say anything but walked me to the apartment door and she kept looking at the people playing music. As we walked into the apartment building, she pointed to the laundry facility but we did not look at it. We then walked up the steps to the apartment. I walked by myself around the apartment. Once I was done looking, I said that there is a lot of closet space and she agreed. She then said, “okay” and headed to the door to walk us out so there was no time for questions. I then asked if there was a pool, she said yes then started to go into description of what was around the area. I also had asked if it was typically loud when we got back outside. The loud music had been stopped and she said its typically quiet.

Onsite Closing

  • 1. Did the Leasing Professional create a "strong" sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. No0/9
  • 2. Did the Leasing Professional mention current specials?No0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?No0/0
  • 4. Based on the Leasing Professional's presentation, would you have leased an apartment?No0/8
  • 5. Did the Leasing Professional do or say anything to make your visit "extraordinarily" memorable? (Please explain in the comment box at the end of the section.)No0/0
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?No0/4
  • 7. Did the Leasing Professional attempt to close on you more than once?No0/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?No0/2
  •  Total: 0/27
    0
    0

Closing Comments (Please explain all the details of how the Leasing Professional attempted to close you at the end of the onsite visit. Also, explain your reason for not leasing that same day.):

Betty only had the one apartment that she could show me. I walked around by myself as she stood in the living room. Once I was done looking it seemed that she was rushing me to leave the apartment. The apartment was certainly move-in ready and clean. As I started walking to the door, I asked Betty about the pool and gym. I had seen the gym when I walked into the building to find Betty but she had never pointed it out to show me. Betty said the pool was by the Christmas tree on the other side of the leasing office while the gym was on the other end. She never offered to show me.

Betty did not seem she was going to allow me to ask questions during the tour. After we walked outside from looking at apartment she walked straight to her car and was talking to me saying she will email me and if I have any questions I could email back or give her a call.

Fair Housing

  • 1. Did the Leasing Professional say or do anything to discourage you from leasing due to any issues that could have been perceived as discriminatory? No0/0
  •  Total: 0/0
    0
    NAN

Comment (This is mandatory that you answer question #3 in the Comment Box).:

Betty did not do anything to discourage me from leasing although I felt rushed away after the tour.

Follow Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?Yes10/10
  •  Total: 10/10
    10
    100

Comments:

Dear Zena,
Thank you for your interest in Spa Cove Apartments. You are invited to log into our online leasing system and complete the application process. To access our system, please click the link below, and enter the user name and temporary password which we have provided. Upon logging in, you will be prompted to reset your password. Please make a note of your new password so that you may continue to access our site in the future.

https://spacoveapts.securecafe.com/onlineleasing/spa-cove-apartments/guestlogin.aspx?Invite=1
Your login credentials:
User Name: zenalowman1@icloud.com
Temporary Password: WMKC8506)>wm
Your account security is important to us. If any of the above information is inaccurate, please contact us using the information below.


We look forward to receiving your completed application and will be in contact with you upon receipt.
Sincerely
Spa Cove Apartments
1012 Primrose Road
Annapolis,MD 21403
(833) 287-2302

CONTACT INFO
1012 Primrose Road
Annapolis, MD 21403
(410) 268-8700

OFFICE HOURS
Monday-Friday9AM-5PM
Saturday10AM-3PM

WELCOME HOME! Our office is open and eager to serve you by appointment! We will continue to follow all CDC guidelines including social distancing during physical tours at all times, and all visitors are required to wear masks.

Performance Evaluation

Total Phone Score: 84%
On Site Score: 50%
Total Score: 0%

General Questions