Top

Report For Brandon Livingston at Village of St. Charles

Report For Brandon Livingston at Village of St. Charles

0%
Current Score
74.15%
Average Score
  • 77%
    11-25-2019
  • 71%
    03-11-2020
  • 25%50%75%100%

Performance Evaluations

Phone

  • Was the telephone answered promptly? State the number of rings in the comment box at end of section.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?Yes3/3
  • 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?No0/3
  • Did the leasing consultant ask your desired move in date?No0/2
  • Did the leasing consultant ask for the number of occupants?No0/2
  • Did the leasing consultant ask If you were looking for any special features or had any specific preferences in mind?No0/3
  • Did the leasing consultant ask if you needed directions to the community?N/A1/1
  • 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 describe the apartment features?Yes1/1
  • 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
  • Did the Leasing Consultant create a sense of urgency?No0/1
  • Did the Leasing Consultant attempt to set an appointment with you?Yes1/1
  • 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: 14/28
    14
    50

Comment (Please narrate the phone call with detail. This is a mandatory box.) Please explain your "NO" or "NA" answers in the Comment Box along with any observations.:

After the 2nd ring, Brandon answered with the name of the property and he introduced himself. I told him I needed some prices on an apartment and I was a little stressed looking for somewhere to live. I said I needed a one or two bedroom. He said they have vacancies at Smallwood Gardens and the price was $1,338. He said I would be responsible for utilities. Also, he said they have a vacancy in May for the Palmer for $1,520. He invited me in for a tour and we agreed on 1:30 PM that same day. He gave me the address to the leasing office. He asked for my name and he told me to bring my ID. He repeated the time back to me and we said our goodbyes. There was no sense of urgency and he didn’t ask for my phone number.

Brandon was friendly and professional. He told me what he had available but he did not ask me about my apartment preferences and he did not highlight anything about the community to create excitement. He did not ask when I needed to move or what my current living situation was. I asked him to repeat his name and then he asked me for my name as if I reminded him to get my contact information. He did not ask for my phone number.

Greeting

  • Did the leasing Professional stand up to greet you OR, if the Leasing Professional was busy with someone else, did he/she acknowledge your presence and ask you to make yourself comfortable?Yes3/3
  • Did the Leasing Professional greet you with a smile? Yes1/1
  • Did the Leasing Professional dress professionally? Yes1/1
  • Was the Leasing Professional wearing a name tag?Yes0/0
  • Did the Leasing Professional introduce him/herself to you? Yes3/3
  • Did the Leasing Professional seem genuinely interested in helping you? Yes3/3
  • Did the Leasing Professional request a picture ID (If you never left the leasing office, mark N/A).Yes1/1
  • Did the Leasing Professional give a good first impression? Yes1/1
  •  Total: 13/13
    13
    100

Comment (Provide as much detail of the greeting as possible. This is a mandatory box.) Please explain your "NO" or "NA" answers in the Comment Box along with any observations.:

I entered the leasing office. A woman greeted me when I entered. She did not introduce herself. She just said, "hello". I told her I had an appointment with Brandon. She asked if I needed anything to drink. After that she didn't say anything else. I just waited over eight minutes for him to approach me. The TV was on very loudly playing a soap opera show. I thought that was very inappropriate. Brandon finally approached me and introduced himself. He invited me to have a seat at his desk. He apologized and said he was using "the bathroom". We laughed about how awkward the leasing office was located away from the community. He went right into telling me what is included in the rent and what I was responsible for paying.

Qualifying/ Probing & Gathering

  • Did the Leasing Consultant recall or ask you what special features or preferences you wanted for your apartment home? No0/4
  • Did the Leasing Consultant recall or ask for your phone number? Yes2/2
  • Did the Leasing Consultant recall or ask how many people would occupy the apartment? Yes2/2
  • Did the Leasing Consultant ask or recall if you had any pets? Yes0/0
  • Did the Leasing Consultant recall or ask why you were moving? Yes2/2
  • Did the Leasing Consultant recall or ask for your email address? Yes2/2
  •  Total: 8/12
    8
    66.67

Comment (Provide as much detail of the Gathering/Probing as possible. This is a mandatory box.) Please explain your "NO" or "NA" answers in the Comment Box along with any observations.:

Brandon did not ask about special features I was looking for but he stated that there was a playground and access to a pool and gym after he remembered that I had children who were going to be staying with me. He explained the application process along with the security deposit. He was very thorough. He told me they were pet friendly and outlined the policy. He explained the renter's insurance. He asked for my ID before we left for the tour.

Demonstration/ The Sale

  • Did you see a MODEL or a VACANT apartment?Yes0/0
  • Did the Leasing Consultant attempt to build rapport by finding out more about you during your visit, while you walked to the vacant/model, during the tour, or while reviewing floor plans?Yes5/5
  • Did he/she discuss or point out the amenities and facilities of the apartment community? Yes2/2
  • In the presentation of the vacant, model, or in review of the floor plans, was there discussion regarding your furniture/belongings and how those items would fit in the apartment, to ensure your visit was personalized?Yes2/2
  • Was the leasing office comfortable (lighting, cleanliness, room temperature, etc.) If there was no vacant/model?Yes4/4
  • After stating a concern (objection), was your objection overcome?No0/0
  • During the demonstration, did the Leasing Consultant reference your specific needs or preferences? Yes4/4
  •  Total: 17/17
    17
    100

Comment (Provide as much detail on the demonstration as possible. This is a mandatory box.) Please explain your "NO" or "NA" answers in the Comment Box along with any observations.:

I followed him to the building. Brandon walked me through the vacant and pointed out all the amenities from the closet space to the appliances. I asked about crime in the area and he told me to reach out to the local police department. He was very detailed in describing all the features. He told me about the pool. He invited me back to the leasing office.

Brandon again was so relatable and knowledgeable about the apartment and the area he even stated that he lived there which made me feel comfortable.

Closing

  • Did the Leasing Consultant ask closing questions during the tour or as they were ending their presentation of the floor plans(if no tour)?Yes3/3
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process? Yes10/10
  • Did the Leasing Consultant create urgency? Yes3/3
  • Were you given a brochure, an application, and/or encouraged to apply online? Yes2/2
  • Did the Leasing Professional explain what was required in order to apply? Yes1/1
  • Based on the presentation, do you feel the Leasing Consultant was actively selling their product/encouraging you to live there? Yes5/5
  •  Total: 24/24
    24
    100

Comment (Provide as much detail on the closing as possible. This is a mandatory box.) Please explain your "NO" or "NA" answers in the Comment Box along with any observations.:

I was not encouraged to apply online but I was given a brochure and an application to complete. I had a great time at the visit. Brandon was very upbeat and friendly.

Fair Housing/Crime

  • Did the Leasing Consultant respond properly when you asked "What type of security do you have?" or "Is it safe here?"Yes3/3
  • Did the Leasing Consultant respond properly when you asked "What type of people live here?" Yes3/3
  • Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?Yes0/0
  •  Total: 6/6
    6
    100

Comment (Provide as much detail as possible. This is a mandatory box.) Please explain your "NO" or "NA" answers in the Comment Box along with any observations.:

Brandon did not say anything discriminatory. He referred me to the police department if I was interested in the crime. He stated that all types of people live in their community.

Site Observations

  • Was the community easy to locate?No0/0
  • Were community signs quickly visible?No0/0
  • Were there enough directional signs to easily find the leasing office?No0/0
  • Were the signs in good repair and attractive?No0/0
  • Did you find the property trash free and neat?Yes0/0
  • Was the landscaping attractive? Pot holes in parking lot.Yes0/0
  • Was there any trash or 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? Mail on the floor and some trash in hallway. Yes0/0
  • Did you notice any siding/trim, etc. which needed painting or repair?No0/0
  • Were laundry rooms neat and clean?Yes0/0
  • Were common areas like pool/playground well maintained?Yes0/0
  • Was your overall impression a positive one?Yes0/0
  • Please describe the condition of the community, leasing office, and vacant/model as well as the common area amenities.Yes0/0
  •  Total: 0/0
    0
    NAN

Comment (Provide as much detail as possible. This is a mandatory box.) Please explain your "NO" or "NA" answers in the Comment Box along with any observations.:

I did have a hard time finding a leasing office. I didn't see any signs around. I did not notice any furniture or full dumpsters. I did not notice of any repairs needed to the community. It seemed like everything was looking nice and in order.

Follow - Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?No0/10
  • 2. Did the leasing consultant follow up again within 5 business days?No0/5
  •  Total: 0/15
    0
    0

Follow Up Comments - Please explain your "NO" or "NA" answers in the Comment Box along with any observations.:

Brandon did not follow up with me as he mentioned he would.

Performance Evaluation

Total Phone Score: 50%
On Site Score: 78%
Total Score: 0%

General Questions