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Report For DeShawn Watts at Overlook Apartments

Report For DeShawn Watts at Overlook Apartments

0%
Current Score
78.61%
Average Score
  • 81%
    1-18-2020
  • 76%
    12-5-2020
  • 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?Yes1/1
  • Did the leasing consultant ask you how you heard about the community?No0/1
  • 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?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?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?No0/1
  • Did the Leasing Consultant describe the apartment features?Yes1/1
  • Did the Leasing Consultant describe the community amenities or local area conveniences?Yes1/1
  • Was a specific apartment described that met your needs?N/A1/1
  • Did the Leasing Consultant create a sense of urgency?Yes1/1
  • 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
    21
    75

Comment (Please provide a full narrative of the phone call in the comment box below. This box is mandatory. :

DeShawn answered with the name of the property and she introduced herself. I told her I was checking to see what they had available. She asked me how many bedrooms I needed. I said either a one or two bedroom depending upon size and price. Before she answered she immediately asked for my first and last name. She also took my phone number. She asked when I wanted to move and I told her about the 2nd week in February. She told me they had a one bedroom coming up on February 22nd. She paused to ask me if that worked and I agreed. She said it is $1,275 and includes utilities. She said the apartments come with wall to wall carpet, dishwasher, garbage disposal, central air and heat. She said they had gas stoves and plenty of closet space. She said the laundry facilities are in the basement of the building. She said they have a pool onsite.

I asked if they had any apartments with in-unit washer and dryers and she said, “no”. She did not ask if that would be a deal breaker. She moved right to inviting me in for a tour. She told me they had a two-bedroom model and a one bedroom vacant to show me if I came within the next day. We agreed on 1:00 PM that same day. She reminded me to bring my ID and she asked if I needed the directions. She described where the leasing office was located. She used my name a couple times in conversation.

DeShawn repeated our appointment time back to me and we said our goodbyes. The call lasted 3:46 minutes.

Overall, DeShawn was professional and had a pleasant voice. There was not a lot of rapport built since she didn't ask me about my apartment and community needs or why I had chosen this property to tour. I was indifferent about the visit.

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 sale office. DeShawn was standing at her desk. She said, “Hello, my name is DeShawn”. I told her I was Tina and I had called earlier that day. She invited me to have a seat. She recapped that I wanted a one bedroom. She asked where I currently lived. I told her I just sold my home in Baltimore and I was relocating for work. She said they have a one bedroom for $1,275. She gave me a sheet showing the minimum and maximum income. She confirmed the number of occupants. She wrote her name on the sheet and she did not have a business card. She said the apartment would be reading on February 22nd.

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? 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? No0/0
  • 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.):

When I first arrived at the leasing office DeShawn focused more on making sure I would qualify based in the income requirements by showing me the sheet that had those requirements. Right after that we started the tour. The Qualifying questions she did ask were done during and after 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?Yes0/0
  • During the demonstration, did the Leasing Consultant reference your specific needs or preferences? N/A4/4
  •  Total: 17/17
    17
    100

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

DeShawn asked for my ID before we started the tour. As we walked to the model, she began by telling me the “the good thing about the community is that it is newly renovated”. She mentioned all the apartments have wall-to-wall carpet and central heat and air. She did say they are running the heat since it is winter. She mentioned the pool as she had over the phone but didn’t show me until I asked. She pointed out the mailboxes.

We entered the vacant. The vacant showed very well. The carpet looked brand new and no musty smell. All the hardware looked new and modern. The kitchen was spotless. I was very impressed how clean this unit was kept.

DeShawn took the lead and walked me through each room beginning with the kitchen and she described all the appliances and told me I had to bring my own microwave. She opened closet doors and pointed out the thermostat. We looked at the bedroom and it was quite large. We discussed how the furniture would fit. She asked me where I worked and I told her I had an offer for a new job close by.

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)?No0/3
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process? N/A10/10
  • 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: 18/24
    18
    75

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

We walked back to the office and sat back at her desk. She reviewed with me what I needed to have to apply using the sheet that showed all the information. She used the floor plan sheet to show me the apartment that would be available for me but no community map was used. She did not directly ask me to apply. I had to ask if I could apply online and she said I had to come back in to the office to apply (points given on question #2 since it was discussed). She verified my phone number and she asked for my email address. I asked if they had any car break-ins recently since I had my car broken into at the last apartment community. She said she could not answer that because of Fair Housing but I could check with the local police department.

DeShawn ended the tour after she reviewed the leasing process sheet. She did not attempt to schedule another appointment with me to fill out the application nor did she ask me if I was ready to apply. She was very laid back almost too much. She did not show me the laundry room nor the pool. I had to ask about the pool location and then she pointed it out as she walked me out of the leasing office. I told her I didn’t want an apartment around the pool since I would be working from home on certain days. She assured me that the available apartment was on the next street over. She did not use a community map to show me the location. I asked if there were a lot of kids and she said, “it wasn’t too bad” and she left it at that. She thanked me for coming and the tour ended.

Overall, DeShawn was professional and friendly. She did ask some probing questions to engage me in conversation; However, she never asked me what apartment and community amenities I was seeking. So, she was never able to address any of my objections since we did not discuss my desires/needs. The in-unit washer and dryer were very important to me but she never asked what was important to me. I was very turned off when she described the laundry room as being “in the basement” during our phone conversation. DeShawn did not try to close me onsite. She never asked if she could follow up with me.

Fair Housing/Crime

  • Did the Leasing Consultant respond properly when you asked "What type of security do you have?" or "Is it safe here?"Yes2/2
  • Did the Leasing Consultant respond properly when you asked "What type of people live here?" Yes2/2
  • Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?No0/2
  •  Total: 4/6
    4
    66.67

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

I asked if they had any car break-ins recently since I had my car broken into at the last apartment community. She said she could not answer that because of Fair Housing but I could check with the local police department.

I asked if there were a lot of kids and she said, “it wasn’t too bad” and she left it at 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?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?N/A0/0
  • 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.):

The property appeared to be clean as well as the leasing office. The vacant showed very well. The carpet looked brand new and no musty smell. All the hardware looked new and modern. The kitchen was spotless. I was very impressed how clean this unit was kept.

Performance Evaluation

Total Phone Score: 75%
On Site Score: 83%
Total Score: 0%

General Questions