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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?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?Yes1/1
  • Did the leasing consultant request your phone number?Yes3/3
  • Did the leasing consultant ask your desired move in date?Yes2/2
  • Did the leasing consultant ask for the number of occupants?Yes2/2
  • Did the leasing consultant ask If you were looking for any special features or had any specific preferences in mind?Yes3/3
  • 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?N/A1/1
  • 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?Yes1/1
  • Did the Leasing Consultant leave a positive impression about him/herself and the community?N/A1/1
  • As a result of the conversation were you looking forward to visiting the community?N/A1/1
  •  Total: 23/28
    23
    82.14

Comment (Provide as much detail of the phone conversation as possible. This is a mandatory box.):

After the 2nd ring… Precious answered the phone with the name of the community and she introduced herself. She asked me what size apartment I was interested in seeing. I told her either a one- or two-bedroom apartment depending upon size and price. She asked me when I was looking to move and I told her either the first and second week in January. She looked at her availability and said she would have a one- bedroom coming available on January 7th at Smallwood Gardens for $1,237 plus cost of water, sewage, and trash. She asked if I was familiar with where they were located. She didn't ask if I had a specific price range nor did I bulk when she quoted the rates so points given.

She asked if there were any features I desired. I told her I would like a washer and dryer. She said in Smallwood Gardens there is a laundry room on both levels of the building. She explained there are only four apartments on every floor. She said Palmer has washer/dryers in unit but they do not have any one-bedrooms available there. I asked if there was anything available at Palmer. She said they did have a two-bedroom available and she gave me the price of $1,475 plus water, electricity, sewage, and trash.

She invited me in to pick up an application but not to give me a tour of any units. I asked if she had anything to show me and she told me they do not have models to show; However, if she has keys to a vacant, she will show me something when I come to pick up the application. She said she should have something to show when I get there.

Precious asked if she could get some additional information from me. She asked for my first and last name and she asked me to spell my last name. She asked how I heard about them. She asked if I had looked at the floor plans online and I told her I had. She asked how many occupants. She asked if I had any pets. She told me about the pet fee. She asked for my phone number. She asked if I was from the area and I told her I was relocating for a job but she did not ask me where I was coming from.

She gave me the hours of operation and we agreed on a 1:45 PM appointment the following day. She asked if I had their address and she gave it to me. She thanked me for calling we the said our goodbyes.

Overall, Precious was professional. Her delivery flowed very naturally as if she had been in her job for awhile; However, she focused on inviting me in to "pick up" an application and she did not attempt to sell the features of the apartment.

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?No0/0
  • 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.):

I entered the leasing office and I was immediately greeted by a gentleman that gave me a very friendly, “hello, how are you!” I told him I had a meeting with Precious. He asked for my name and then asked me to have a seat. Precious came out immediately. She asked for my first and last name. She asked me what I was there to see. I had to remind her I was there it see a one bedroom in the Palmer. She pulled up my information in the computer. She gave me two options to view a newly renovated apartment at Smallwood or an apartment at The Palmer. She asked for my ID and she placed it in her desk draw. She did not look at it.

Qualifying/ Probing & Gathering

  • Did the Leasing Consult recall or ask you what special features or preferences you wanted for your apartment home? Yes4/4
  • 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? No0/2
  • Did the Leasing Consultant recall or ask for your email address? No0/2
  •  Total: 8/12
    8
    66.67

Comment (Provide as much detail of the Gathering/Probing as possible. This is a mandatory box.):

Most of the Qualifying questions were asked over the phone so points given. Precious jumped right into the demonstration and did not take time to review the information she had gotten from me over the phone.

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?Yes0/0
  • 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.):

Before we left for the tour, Precious gave me a brochure that showed the floor plans for Smallwood Gardens. She wrote the prices on the brochure. I followed her in my car to the building. As we approached the building, Precious began demonstrating the outside amenities. She pointed out the trash dumpsters conveniently located. She said there are four apartments to each floor and a laundry room on each floor with two washer and dryers. She pointed to the mailboxes. She immediately explained that they were working to get locks on the laundry room doors. She showed me they have top and bottom locks on each apartment door.

As we walked inside the apartment, she began to demonstrate all the features beginning with the “hardwood floors” which appeared to be laminate floors to me. She said the bedrooms would be wall to wall carpeting. I asked if there was a security bar that could be placed in the sliding glass doors. She said most residents use their own wooden bar. She pointed out all the kitchen amenities. As we walked through the apartment, she opened closet doors and suggested what would fit. She said they do not provide overhead lighting so I would need to bring lamps.

I asked if I could put more shelving in one of the closets and she told me to ask the maintenance coordinator. I noticed that there was only one cable outlet in the living room. She explained that the cable company set up one box in the living room and rest of the areas are WIFI.

Precious asked if I had any other questions for her. I said that I would be working from home and don’t want any noise. She said they have quiet hours from 11:00 PM to 7:00 AM. I asked if they had any problems with break-ins. She said I could call the local police department to check on that. She asked if I liked what I saw today. I said I liked it. She told me how everything is conveniently located and she named some of the local area amenities. Only after I asked about a pool, she did inform me that they share a pool with another property.

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? 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? Yes5/5
  •  Total: 21/24
    21
    87.5

Comment (Provide as much detail on the closing as possible. This is a mandatory box.):

As we walked back to our cars, she said the parking is first come first serve. She asked me to follow her back to the office to retrieve my ID. She gave me an application. I asked if I could do it online and she said they only have hard copies; However, I could fax it back. Precious reviewed the application and holding fee. She said I could get the holding fee back in case I was not approved. She explained I could get the application fee waived if I brought in a toy for charity. She highlighted the application and explained how to fill out some of the line items. She thanked me for coming in and I left.

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?No0/0
  •  Total: 6/6
    6
    100

Comment (Provide as much detail as possible. This is a mandatory box.):

Precious asked if I had any other questions for her. I said that I would be working from home and don’t want any noise. She said they have quiet hours from 11:00 PM to 7:00 AM. I asked if they had any problems with break-ins. She said I could call the local police department to check on that.

Site Observations

  • Was the community easy to locate?Yes0/0
  • Were 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 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.):

Everything looked to be clean and free of debris. The biggest thing that stuck out was the laundry room door at Smallwood Gardens. Precious told me they were putting locks on the door but said it would be the same door. The door looked very uneven on the hinges so I could see large gaps on the top of the door as it was closed. Also, the cement floor in the hallway leading to the apartment door was exceptionally dirty and could use power washing.

Performance Evaluation

Total Phone Score: 82%
On Site Score: 90%
Total Score: 0%

General Questions