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Report For Prescious Snider at Village of St. Charles

Report For Prescious Snider at Village of St. Charles

0%
Current Score
13.04%
Average Score
  • 13%
    3-4-2020
  • 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?N/A0/1
  • Did the leasing consultant ask for your name?No0/3
  • 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?Yes2/2
  • 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?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 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?No0/1
  • Did the Leasing Consultant create a sense of urgency?No0/1
  • Did the Leasing Consultant attempt to set an appointment with you?No0/1
  • Did the Leasing Consultant leave a positive impression about him/herself and the community?No0/1
  • As a result of the conversation were you looking forward to visiting the community?No0/1
  •  Total: 6/28
    6
    21.43

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.:

Precious asked me if I was more interested in the two-bedroom or the one-bedroom and I said that I was interested in the apartment that I can move in next month so I was flexible. She said the Palme was the one available on April 14th for $1,276 which was different than the price she just gave me a second ago. She clarified that she has a two-bedroom available now yet she wasn’t proactive inviting me in for a tour so I asked if she had something, she could show me. She said they did not have a model and she couldn’t guarantee the unit would still be available once I arrived. I was very confused and then she said (in a stern voice) someone is living in all their units so she had nothing to show.

Precious did say that I could stop pass and get an application and model brochure of the apartment layout. I said okay and we got off the phone.

Precious’ voice on the phone began in a friendly manner then changed as she became agitated with me it seemed. Also, the prices of the apartments changed up a little during our conversation. Precious did not get my name nor number, so she was unable to follow up with me.

I was not looking forward to my visit. I did not feel valued. I felt more like a burden to the agent.

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? No0/1
  • Did the Leasing Professional dress professionally? Yes1/1
  • Was the Leasing Professional wearing a name tag?No0/0
  • Did the Leasing Professional introduce him/herself to you? No0/3
  • Did the Leasing Professional seem genuinely interested in helping you? No0/3
  • Did the Leasing Professional request a picture ID (If you never left the leasing office, mark N/A).No0/1
  • Did the Leasing Professional give a good first impression? No0/1
  •  Total: 4/13
    4
    30.77

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.:

When I came through the door, I did not get any greeting. The leasing office was busy because a lot of the residents were bringing in their rent payments. I waited for almost two minutes for someone to assist me. Also, the TV was playing very loudly with a news station. I thought that was over the top loud. There was an African American male that was about 5'7 that greeted me. He had on a printed shirt, with brown slacks and brown pointed dress shoes. He asked how could he help me and I told him that I spoke to Precious earlier about apartment vacancies. I told him that Precious said that I could come in to get a brochure of the floor model and an application. The associate proceeded to go in the draw, by the TV to pull an application out. Once he gave me the application, he asked me for my name. Precious was working with another client at the time, so the associate went over and told Precious that Sheryl Crank was here to see her. Precious was clueless of what the associate was saying because she never got my name when we spoke on the phone. I had to remind her that we spoke about the one-bedroom apartment that would be available in April. I was sitting on the couch right in front of the desk that Precious was sitting at, so I was able to hear the full conversation. Precious gathered some information together, and walked it over to the couch where I was sitting. Precious said here is the application and the floor plan of the apartment that is located in Palmer. She got the other paperwork from me and said the other associate gave me the wrong forms. The forms looked the same to me but I went along. I said okay and she told me office hours as I got up and proceeded to walk out the door. Precious did not smile or greet me when she walked the paperwork over. After she handed me the paperwork there was no attempt to learn anything about me. She did tell me what I needed to apply very quickly and she had written down the prices on the floor plans. She walked away from me and entered the first office that was located to the left once you enter the building. That ended the onsite visit.

Overall, the reception was consistent with the phone call. Precious was very short with me and was not all interested in renting me an apartment. She did not take any of my information nor ask me any questions.

Qualifying/ Probing & Gathering

  • Did the Leasing Consult 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? No0/2
  • 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? No0/0
  • Did the Leasing Consultant recall or ask why you were moving? No0/2
  • Did the Leasing Consultant recall or ask for your email address? No0/2
  •  Total: 2/12
    2
    16.67

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.:

The associate that helped me when I entered the building asked how many people will occupy the apartment and I told him just me.

Demonstration/ The Sale

  • Did you see a MODEL or a VACANT apartment?No0/0
  • 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?N/A0/5
  • Did he/she discuss or point out the amenities and facilities of the apartment community? N/A0/2
  • 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?N/A0/2
  • Was the leasing office comfortable (lighting, cleanliness, room temperature, etc.) If there was no vacant/model?N/A0/4
  • After stating a concern (objection), was your objection overcome?N/A0/0
  • During the demonstration, did the Leasing Consultant reference your specific needs or preferences? N/A0/4
  •  Total: 0/17
    0
    0

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.:

There were no models or vacant apartments to see per Precious. There was no rapport build at all during the phone call or the office visit. Nothing was discussed about the amenities. Precious said that I would be able to see the apartment that someone is moving out of next month around April 14th. She did not take time to show me any pictures from her computer or explain the different apartment buildings. She made no attempt to take any of my contact information and/or fill out a guest card.

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)?N/A0/3
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process? N/A0/10
  • Did the Leasing Consultant create urgency? No0/3
  • 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? N/A0/5
  •  Total: 3/24
    3
    12.5

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.:

Precious did not explain anything to me. I was just given a floor model of the apartment and the application. Precious wrote the prices of the Palmer apartments and she wrote what I needed to have, such as deposits and application fees, if I chose to go through the process with them. I was not encouraged to apply online.

Fair Housing/Crime

  • Did the Leasing Consultant respond properly when you asked "What type of security do you have?" or "Is it safe here?"N/A0/2
  • Did the Leasing Consultant respond properly when you asked "What type of people live here?" N/A0/2
  • Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?N/A0/2
  •  Total: 0/6
    0
    0

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.:

Precious did not take time to speak with me when I arrived at the property so I was not able to ask these questions.

Site Observations

  • Was the community easy to locate?N/A0/0
  • Were community signs quickly visible?N/A0/0
  • 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 free and neat?N/A0/0
  • Was the landscaping attractive? Pot holes in parking lot.Yes0/0
  • Was there any trash or furniture around the dumpsters?N/A0/0
  • 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. N/A0/0
  • Did you notice any siding/trim, etc. which needed painting or repair?N/A0/0
  • Were laundry rooms neat and clean?N/A0/0
  • Were common areas like pool/playground well maintained?N/A0/0
  • Was your overall impression a positive one?No0/0
  • Please describe the condition of the community, leasing office, and vacant/model as well as the common area amenities.N/A0/0
  •  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 live around Village of St Charles apartments. From the outside, these properties are well kept and the landscaping is always great.

When I was in the leasing office, I noticed the refreshments that were on the table to the right, if your were coming in from outside. There was not enough signs to guide a person to the leasing office. I was only signs in the front of the building. I was not able to view the other features of the apartments because none of the apartments were available to view.

Follow - Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?N/A0/10
  • 2. Did the leasing consultant follow up again within 5 business days?N/A0/5
  •  Total: 0/15
    0
    0

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

The leasing agent never asked for my name, email address nor number. There will not be a return call from this property.

Performance Evaluation

Total Phone Score: 21%
On Site Score: 10%
Total Score: 0%

General Questions