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Report For Diamond Smith at Cinnamon Ridge Apartments

Report For Diamond Smith at Cinnamon Ridge Apartments

0%
Current Score
98%
Average Score
  • 98%
    1-19-2020
  • 25%50%75%100%

Performance Evaluations

Telephone - 100 points possible

  • 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
  • Did the Leasing Professional identify him/herself?Yes3/3
  • Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • Did the Leasing Professional effectively use your name in conversation?Yes3/3
  • Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • Did the Leasing Professional ask for your telephone number? Yes15/15
  • Did the Leasing Professional ask for your email address?Yes0/0
  • Did the Leasing Professional ask how you knew about the community?Yes3/3
  • Did the Leasing Consultant determine apartment size?Yes5/5
  • Did the Leasing Consultant determine move-in date?Yes5/5
  • Did the Leasing Consultant determine number of occupants?Yes5/5
  • Did the Leasing Consultant determine if you had any pets?Yes5/5
  • Did the Leasing Consultant determine your price range?Yes5/5
  • Did the Leasing Consultant determine specific needs (i.e. w/d connections, up/downstairs, fireplace)?Yes5/5
  • Did the Leasing Professional suggest you visit the company website?Yes0/0
  • Did the Leasing Professional describe apartment features and/or amenities? (Please explain in the comment box at the end of the section.) Yes3/3
  • Did the Leasing Professional create a sense of urgency?Yes3/3
  • Did the Leasing Professional extend an invitation for you to visit the community?Yes3/3
  • Did the Leasing Professional try to set a specific appointment? (Please explain in the comment box at the end of the section.)Yes15/15
  • Did the Leasing Professional offer directions to the community?Yes3/3
  • Based on the Leasing Professional's presentation, were you motivated to visit the community? Yes10/10
  •  Total: 100/100
    100
    100

Telephone Comments (Please provide the phone conversation from start to finish. All details are necessary.):

After the 7th ring, Diamond answered with the name of the community and she introduced herself. I told her I was checking on availability of their apartments. She asked me what size and I told her either a one or two bedroom depending upon price and size. She kindly said she would check but first she asked for my first and last name. She asked when I was looking to move and I told her the 2nd week in February. She told me she had a fully renovated apartment with both kitchen and bath remodeled. She said that it normally goes for $1,425.00 but they have a Special for $1,285.00. Diamond said she could accommodate my move-in date.

She asked how I heard about the community and I told her I found the website. She confirmed that I was on the company website. She described Cinnamon Ridge as the largest of the HW communities and she quoted the square footage. She confirmed that the size would work for me. She asked if I was familiar with the area. She told me that for the price and square footage this community was the best choice in the Cockeysville area. She then described the apartment features such as the intercom system, balcony, wall-to-wall carpet, and eat-in-kitchen.

She invited me in for a tour. We agreed on 2:30 PM that same day. She asked how many occupants and if I had any pets. I told her just me and no pets but I was thinking about getting a pet. She told me about the weight and breed restriction. She used my name in conversation and she asked for my phone number and email address. She described the community’s amenities. She re-introduced herself and recapped our appointment time.

Diamond gave me the address. We very enthusiastically bid me farewell and said she was looking forward to the visit. The call ended.

Community information

  • Did you easily locate the community?Yes0/0
  • Were the main community signs clear, visible and in good condition?Yes0/0
  • Were there adequate signs directing you to the community?Yes0/0
  • Were the lawns and landscaping neat and trim, and free of all trash?Yes0/0
  • Was the general appearance of the parking area in good condition and free of trash?Yes0/0
  • Was the leasing office clean, neat, and orderly?Yes0/0
  • Did the leasing office communicate warmth and welcome?Yes0/0
  • Was your first impression of the community and curb appeal a positive one?Yes0/0
  •  Total: 0/0
    0
    NAN

Please tell us your observation of the community below in the comment box. :

The parking lot was clean and free of trash. I did not see any overflowing dumpsters. The office was warm, neat, and comfortable.

Greeting - 20 points possible

  • Did the Leasing Professional greet you with a smile, or if busy, acknowledge you immediately?Yes2/2
  • Did the Leasing Professional stand to greet you?Yes2/2
  • Did the Leasing Professional shake your hand?Yes2/2
  • Did the Leasing Professional introduce him/herself?Yes2/2
  • Did the Leasing Professional obtain your name during the visit?Yes2/2
  • Did the Leasing Professional continue to use your name in the conversation?Yes1/1
  • Did the Leasing Professional ask you to sit down?N/A2/2
  • Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you?Yes5/5
  • Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? Yes2/2
  • Was the Leasing Professional wearing a nametag? Yes0/0
  • Did the Leasing Professional remember your telephone call?Yes0/0
  • Did the Leasing Professional have previous information on you readily available?Yes0/0
  •  Total: 20/20
    20
    100

Comments (Please explain in detail your experience as you entered the leasing office). :

Diamond had a very pleasant demeanor both on the phone and in person. She buzzed me into the building. As I entered the leasing office/model, Diamond greeted me with a huge smile and she made me feel very welcome. She was already standing and she shook my hand. As we stood in the kitchen, she jumped right into the demonstration describing the renovations versus the classic style kitchen of the model. She did offer me keys to see a vacant after we finished the tour of the model.

Indentify Needs - 26 points possible

  • Was a guest card completed on paper or electronically? (State who filled out the guest card in the comment box at the end of the section.) Yes2/2
  • Did the Leasing Professional determine how you knew about the Community?Yes2/2
  • Did the Leasing Professional identify size of apartment you needed?Yes1/1
  • Did the Leasing Professional identify your move-in date?Yes1/1
  • Did the Leasing Professional identify number of occupants?Yes2/2
  • Did the Leasing Professional identify phone number?Yes2/2
  • Did the Leasing Professional identify price range or budget?Yes1/1
  • Did the Leasing Professional identify if you have any pets?Yes2/2
  • Did the Leasing Professional identify where you live now?No0/1
  • Did the Leasing Professional ask why you were moving?Yes2/2
  • Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes2/2
  • Did the Leasing Professional create rapport while attempting to determine your needs? (Please explain in the comment box at the end of the section). Yes2/2
  • Did the Leasing Professional demonstrate the features of the model apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
  • Did the Leasing Professional discuss the features and benefits of the model apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
  •  Total: 25/26
    25
    96.15

Comments on Qualifying Needs. :

The first eight questions were asked over the phone. We did not review these questions onsite. Diamond did not invite me to have seat when I first entered the office/model to review the Qualifying questions.

Demonstrating - 19 possible points

  • Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes1/1
  • Did the Leasing Professional use the site plan and/or offer a site plan to show the location of the available apartment?No0/2
  • Did the Leasing Professional mention our Resident Services department and our 24 hour emergency maintenance?Yes1/1
  • Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)Yes4/4
  • Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?Yes1/1
  • Did the Leasing Professional discuss the minimal charge for water or point out that there is free water included?Yes2/2
  • Did the Leasing Professional show a model apartment that was clean and neat? If not, please explain in the comment box at the end of the section. Yes3/3
  • Did the Leasing Professional effectively overcome your objection(s)? Please explain in the comment box at the end of the section. Yes4/4
  • Did the Leasing Professional begin asking closing questions early in the presentation? Please explain in the comment box at the end of the section. No0/1
  •  Total: 16/19
    16
    84.21

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

Diamond had a very pleasant demeanor both on the phone and in person. She buzzed me into the building. As I entered the leasing office/model, Diamond greeted me with a huge smile and she made me feel very welcome. She was already standing and she shook my hand. As we stood in the kitchen, she jumped right into the demonstration describing the renovations versus the classic style kitchen of the model. She did offer me keys to see a vacant after we finished the tour of the model.

Diamond was very thorough in her demonstration as she walked me through each room. She opened up closet doors to show the spaciousness. She described what I could do with a 2nd bedroom. We discussed how my furniture would fit. She told me about the window treatments. We walked out on the balcony. She mentioned that the company had been around for 75 years.

I asked if she lived on property and she was excited to tell me she was moving to the property soon. She was very excited. She shared that she moved from the south to be closer to her family.

Diamond continued with describing the intercom system and other features of the apartment. She asked if I was moving from an apartment. I told her I was selling my house and I needed to sell my mother’s house. Diamond was very engaging in conversation.

We continued to walk through the model. She described how I would have a double vanity in the bathroom with the new upgrades. She pointed out every detail of the model versus the renovations.

Closing - 30 points possible

  • Did The Leasing Professional discuss rental rates positively and confidently?Yes1/1
  • Did the Leasing Professional create a sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. Yes3/3
  • Did the Leasing Professional mention current specials?Yes0/0
  • Did the leasing professional attempt any of the following closes? The closes listed below are worth 5 points each; however, a maximum of 10 points can be earned if the leasing consultant asked two of the four questions. If two of the four questions were answered, then check “Yes” in this box for 10 points. If no, then check this box “No” and no points will be earned. Yes10/10
  • Did the Leasing Professional ask you to fill out an application?Yes0/0
  • Did the Leasing Professional ask you question that generated a yes or no answer? Yes0/0
  • Did the Leasing Professional use assumptive phrases (ex: "your apartment", "you'll love living here", etc.?Yes0/0
  • Did the Leasing Professional use a closing technique not listed above? (Please specify in the comment box at the end of the section.)No0/0
  • Did the Leasing Professional attempt to schedule another visit to the community?Yes2/2
  • Did the Leasing Professional provide you with any promotional material (business card, brochure, floor plans, etc.)?Yes2/2
  • Did the Leasing Professional suggest you visit the company website?No0/0
  • Based on the Leasing Professional's presentation, would you have leased an apartment?Yes10/10
  • If unable to meet your needs, did the Leasing Professional refer you to another community?N/A0/0
  • 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
  • Did the Leasing Professional ask permission to keep in touch?Yes2/2
  •  Total: 30/30
    30
    100

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

She reviewed the pricing again. I took a seat on the couch as she sat at the desk. She explained the storage room and the laundry room. She showed me the storage room as I was leaving the building. She did not show me the laundry room. She told me the laundry room would be right outside my apartment since I wanted a bottom floor with a walk-out.

Diamond explained the benefit of having only six units per building. She said I would have a front and back view. That was a huge plus. She wanted me to take a look the vacant she had available. I told her I wanted to bring my boyfriend back the next day to look at the vacant with me. She continued to describe how convenient the location was to everything. She said she would not be there but she told me to let them know that I “toured with Diamond”.

Diamond was very professionally dressed and she used my name in conversation. She wrote down the price of $1,285 for the two bedroom which she explained as the special. I asked if they had a pool or other amenities and she told me about the fitness center in the area that has a pool and gym. She said I would also get a discount since I would be a resident. She told me what was included in the rent and what I had to pay.

I asked her if they had any problems with car break-ins in the parking lot. She said she was unaware of anything but I could call their 24-hour maintenance number to file a complaint and, of course, call the police.

I told her I work a lot from home and if there was a lot of kids in the community. She said there is a school close by but overall it is quiet.

She reiterated that her community has the best rates for the money.

Fair Housing

  • 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
  • Was the Fair Housing poster clearly visible?Yes0/0
  • When you asked, "What kind of security do you have?" or "Is this a safe area?", how did the Leasing Professional respond? (Please answer in the comment box at the end of the section.)Yes0/0
  •  Total: 0/0
    0
    NAN

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

I asked her if they had any problems with car break-ins in the parking lot. She said she was unaware of anything but I could call their 24-hour maintenance number to file a complaint and, of course, call the police.

I told her I work a lot from home and if there was a lot of kids in the community. She said there is a school close by but overall it is quiet.

Follow- Up - 5 possible points

  • Did the Leasing Professional follow-up by telephone within 2 days?Yes5/5
  •  Total: 5/5
    5
    100

What was the follow up date? Please list below.:

I received a call from Diamond the following day.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 96%
Total Score: 0%

General Questions