Report For Alex Steele at Village of St. Charles

Report For Alex Steele at Village of St. Charles

Current Score
Average Score
  • 84%
  • 48%
  • 25%50%75%100%

Performance Evaluations


  • 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?Yes1/1
  • 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?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?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?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: 21/28

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

Alex answered the phone after the 3rd ring…. He stated the name of the community and he introduced himself. I told him I was looking an apartment and was interested in their community. He asked me how many bedrooms I needed. I told him I needed a one bedroom. He asked for my price range and I told him $1,350. He then asked what amenities I preferred and I told him a washer/dryer in unit and a dishwasher. He asked if I was a St. Charles government employee/first responder. He asked me how soon I was looking to move and I told him within the next 30 days.

Alex told me he had two properties that fit what I was seeking. He began with Smallwood Gardens and told me the dishwasher is in unit; However, the washer and dryer are in the building but not in unit. He also mentioned Palmer apartments as an option. I asked if we could look at both. We agreed to meet the following day on 12/11/2019 at 2:00 PM.

Alex took asked for my email address and he said he would send me a confirmation. He did not ask for my phone number. He bid me a farewell and the call ended.

Overall, Alex was very pleasant and professional. He addressed my needs from the start of the conversation and provided me options based on what I was seeking. I felt valued during the conversation that he was listening to me. He did not mention any specials so no sense of urgency was created.


  • 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

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

I walked into the office and was greeted by another agent because Alex was on a call. The office was festive but the music was a little too loud and I felt I had to speak louder to talk over it. Once Alex got off the call, he did greet me in a very upbeat, professional tone. He asked for my name. He then said, “nice to meet you” and asked how many bed rooms I was seeking and I said a one-bedroom. He stated that he had two one-bedroom apartments to show me. One was in Wakefield and it was going for $999 and would not be available until next week. He said the other available one-bedroom was in Smallwood and that one was going for $1,237 and would not be available until January 7th.

He then asked if I would like to tour Wakefield and I said yes, he asked again how soon was I going to move and I said 30 to 60 days and then he asked for my ID. I gave him my ID and he gave me the rental criteria printed on paper. He reviewed it with me. He went to make a copy of my ID.

Once the copy was made, he gave me my ID back and went to look for the keys to the two units so that we could begin the tour.

I did not observe him filling out a guest card and he did not acknowledge our phone conversation. He did not take time to thoroughly review my apartment and community needs before we toured.

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? 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? Yes2/2
  •  Total: 8/12

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

I felt Alex did not recall our phone conversation since he did not acknowledge that we had spoken on the phone. I did not observe any guest card that he would have had in my name with my information. We did explain the differences in the apartment features of both buildings so he touched on my preferences. He did not ask for my phone number but did ask for my e-mail address as if he didn't have it from our phone call. It didn't seem as if there was any documentation from our phone call. He asked me for my email as if this was the first time he was speaking to me.

He said he would reach out to me via email since he did not have a business card with his number on it.

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?No0/2
  • 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: 15/17

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

I followed him in my car. We first went to Wakefield to see the spacious one-bedroom and the laundry room. This building was clean but smelled like smoke and had an older smell to it. Alex told me to walk around as we entered the apartment. He was very cheery during the tour. He pointed out the master bedroom. He opened closet doors and showed me the storage closet.

Alex did explain how he liked the complex since he lived there. He said that the area once had a bad reputation but he hasn't had any problems. He also stated that there are children on the complex but you only hear them going to school and coming home from school.

As we walked out of the building he mentioned there are a lot of dogs in the community but he never asked me if I had one.

We then went to Smallwood and the complex was a lot nicer and the unit was bigger and remodeled. If I had to choose one that would be the unit. He walked me through each area of the apartment and pointed out the features. He also showed me the laundry room. He stated that they have had some squatters and that was the reason for them locking the laundry area and providing the key less entry to the residents. I was also informed that the washer took a card and that there was also a laundry mat close by that maybe cheaper than the complex laundry room.

As we passed by some employees, Alex did not introduce me. They stopped to ask how I liked the property and it was a very friendly interaction but no introductions. We then walked back out to our cars to go back the rental office.


  • 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

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

He gave me the application and he explained the rental criteria. He did not ask me if I wanted to apply but he did say he would be expecting my application. I told him I would need a couple days to think about it. He asked if I had any question for him regarding the move-in process. I asked him for a business card because I did not get one in the beginning. Alex stated he was new and he didn't have any cards yet. He gave me a business card form his co-worker and added his information to the card. I then said thank you shook hand and he walked me out.

Overall, Alex was very professional and upbeat as he explained all about the apartment. He didn't make any reference to the community amenities; During the tour he did not try to learn more about my apartment search by asking me questions why I was moving or where I had looked (or what I liked so far). He gave me pricing as we walked each vacant. Alex never mentioned any specials. He did not review specific pricing as we were back at the Leasing Office after the tour. He did give me a copy of the floor plan we had toured.

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
  • Did the Leasing Consultant refrain from saying or doing anything that could have been perceived as discriminatory?Yes0/0
  •  Total: 6/6

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

Alex did explain how he liked the complex and that he lived on property. He said he hasn't had any problems. He said in the past the area had a bad reputation but he hasn't had any problems living on property. He also stated that there are children on the complex but you only hear them going to school and coming home from school.

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?Yes0/0
  • Was the leasing office neat and inviting?Yes0/0
  • Were refreshments made available?No0/0
  • 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?N/A0/0
  • 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

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

The community is in a good location it was easy to locate with GPS and there was a nice shopping area close by. We did not discuss any common area amenities such as playground or pool. I was not offered any refreshments.

Performance Evaluation

Total Phone Score: 75%
On Site Score: 88%
Total Score: 0%

General Questions