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Report For Michael Stern at Riverstone Apartments

Report For Michael Stern at Riverstone Apartments

0%
Current Score
86.51%
Average Score
  • 87%
    02-27-2020
  • 25%50%75%100%

Performance Evaluations

Telephone - 100 points possible

  • 1. Were you able to reach a Live Leasing Professional on your first attempt? Please state in the comment box the dates and times you called before you were able to speak to a Leasing Professional.Yes0/0
  • 2. 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
  • 3. Did the Leasing Professional identify him/herself?Yes3/3
  • 4. Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • 5. Did the Leasing Professional effectively use your name in conversation? (If so, please state in the comment box how many times they used your name in conversation)Yes3/3
  • 6. Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • 7. Did the Leasing Professional ask for your telephone number? Yes15/15
  • 8. Did the Leasing Professional ask for your email/physical address?Yes3/3
  • 9. Did the leasing agent ask for your preferred method of contact?N/A3/3
  • 10. Did the Leasing Professional ask how you knew about the community?Yes3/3
  • 11. Did the Leasing Consultant determine apartment size?Yes3/3
  • 12. Did the Leasing Consultant determine move-in date?Yes3/3
  • 13. Did the Leasing Consultant determine number of occupants?Yes3/3
  • 14. Did the Leasing Consultant determine if you had any pets?Yes3/3
  • 15. Did the Leasing Consultant determine your price range?Yes3/3
  • 16. Did the Leasing Professional determine specific needs (i.e. w/d connections, up/downstairs, fireplace)?No0/3
  • 17. Did the Leasing Professional ask your reason for moving?No0/3
  • 18. Did the Leasing Professional suggest you visit the company website?Yes3/3
  • 19. Did the Leasing Professional describe apartment features and/or amenities? (Please explain in the comment box at the end of the section.) Yes3/3
  • 20. Did the Leasing Professional create a sense of urgency?Yes3/3
  • 21. Did the Leasing Professional extend an invitation for you to visit the community?Yes3/3
  • 22. Did the Leasing Professional try to set a specific appointment? (Please explain in the comment box at the end of the section.)Yes15/15
  • 23. Did the Leasing Professional offer directions to the community?N/A3/3
  • 24. Based on the Leasing Professional's presentation, were you motivated to visit the community? Yes5/5
  • 25. Did you feel valued by by the Leasing Professional? (Please state how you felt in the comment box).Yes5/5
  •  Total: 94/100
    94
    94

Telephone Comments (Please provide the phone conversation from start to finish. All details are necessary.) How many rings before the Leasing Professional picked up?:

Michael answered after the first ring with "Thank you for calling Riverstone, this is Mike, I can help you". His tone was very professional and inviting. I told Mike I was looking for some information on their apartments. He asked me when I was moving. I told him late March or early April. Next, he asked what size apartment I needed. I told him most likely a two bedroom it depends on size. He asked if I had a budget I needed to stay within. I told him approximately $1,500 to $1,600. He said they tend to be mid $1,500 to $1,700 for the two bedrooms. He went on to say their prices fluctuate daily. He said the way they lock in prices is when I would come in and tour then lock in a price for 48 hours.

Mike used a football analogy to explain the lease terms between 6 to 14 months. He looked at his availability and quoted me some rates and terms on the two bedrooms. He specifically focused on the Green Spring floor plan and gave me the square footage describing the “beautiful large balcony with storage space with washer and dryer, white on white appliances, fireplace, and vaulted ceilings”. He gave me a second option and also described the features of that option along with the terms and price. He then gave me options for a one bedroom as I mentioned I was looking at both. He said the Franklin floor plan was “really cool”. He said it was the only one-bedroom with a den. He described the apartment features of this floor plan. He also gave me a 2nd option for a one-bedroom.

Mike invited me in for a tour and reminded me they do not do showings after 4:00 PM. We agreed on 12:30 PM the following day. He asked me for my first and last name, phone number, email, specific move-in date, number of occupants, and pets. He told me about the pet policy, restrictions, and fees. He asked how I heard about them. He recapped our appointment and used my name once in conversation at the end (points given). He thanked me for calling and we said our goodbyes.

Overall, Mike was highly professional, friendly, and detail oriented when describing specific floor plans. He did not ask me what amenities/features I was seeking in my new apartment home yet he described my options in great detail (no points given for question 16). Mike did not say he would contact me prior to my visit so he did not ask for my preferred method of contact (points not deducted). He did not offer directions but I have GPS as do the majority of people so points not deducted. He did not ask my reason for moving nor anything else about my apartment search.

Community information

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

Greeting - 20 points possible

  • 1. Did the Leasing Professional greet you with a smile, or if busy, acknowledge you immediately?Yes2/2
  • 2. Did the Leasing Professional stand to greet you?N/A2/2
  • 3. Did the Leasing Professional shake your hand?Yes0/0
  • 4. Did the Leasing Professional introduce him/herself?Yes2/2
  • 5. Did the Leasing Professional obtain your name during the visit?Yes2/2
  • 6. Did the Leasing Professional continue to use your name in the conversation?Yes2/2
  • 7. Did the Leasing Professional ask you to sit down?Yes2/2
  • 8. Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you?Yes3/3
  • 9. Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? Yes2/2
  • 10. Was the Leasing Professional wearing a nametag? No0/1
  • 11. Did the Leasing Professional remember your telephone call?Yes1/1
  • 12. Did the Leasing Professional have previous information on you readily available?Yes1/1
  • If the phone agent was out, was someone else able to help you from the information previously taken over the phone? (Please explain in the comment section below.) Yes0/0
  •  Total: 19/20
    19
    95

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

When I entered the office there was one employee at her desk and very shortly Mike entered the office and asked if he could help me. I told him I had an appointment with Mike, he introduced himself and offered his hand. He offered me a seat while he looked up my guest card from the call. He gave me their current availability of one bedrooms, dates available, and how long they could be held. He asked if I could move in two weeks if I needed. He then looked at the two-bedroom options mentioning that there were a good number of two bedrooms available. He said he'd be happy to show me their models but he wanted me to see something comparable to what was available.

Indentify Needs - 26 points possible

  • 1. 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.) Yes3/3
  • 2. Did the Leasing Professional determine how you knew about the Community?Yes3/3
  • 3. Did the Leasing Professional identify size of apartment you needed?Yes1/1
  • 4. Did the Leasing Professional identify your move-in date?Yes1/1
  • 5. Did the Leasing Professional identify number of occupants?Yes1/1
  • 6. Did the Leasing Professional identify phone number and/or email address?Yes3/3
  • 7. Did the Leasing Professional identify price range or budget?Yes1/1
  • 8. Did the Leasing Professional identify if you have any pets?Yes1/1
  • 9. Did the Leasing Professional identify where you live now?No0/1
  • 10. Did the Leasing Professional ask why you were moving?No0/1
  • 11. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?No0/1
  • 12. 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
  • 14. 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
  • 15. Did the Leasing Professional request you to provide your identification before taking you to a vacant apartment? Yes3/3
  •  Total: 22/25
    22
    88

Comments on Qualifying Needs. (Please state in when the guest card was filled out - Before/During/After the Tour).:

Mike had an electronic guest card from our phone call and confirmed the size apartment I was seeking. He also confirmed my move date. I told him April but I was flexible. He gave me their current availability of one-bedrooms, dates available, and how long they could be held. He asked if I could move in two weeks if I needed, then he looked at the two-bedroom options. He said he'd be happy to show me their models but he wanted me to see something comparable to what was available. He said he would love to show me the one-bedroom with the den and the two-bedroom. He showed me floor plans and pointed out the computer desk and size of the den both in the office and on the tour.

He did ask me the number of occupants over the phone but it was not recapped during the visit (points given). He had gotten my contact information during our phone call and did not verify it (points given). He asked for my ID and I followed him in my car to view the apartments.

Mike was pleasant and helpful when I asked a questions; However, during our tour Michael did not ask me anything about my apartment preferences relating to features and floor preference. He did not ask why I was moving, or where I currently lived.

Demonstrating - 19 possible points

  • 1. Did you view a vacant or model? Yes0/0
  • 2. Did the Leasing Professional take a scenic yet convenient route to the vacant?Yes1/1
  • 3. Did the Leasing Professional ask if your move date was flexible?Yes1/1
  • 4. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes1/1
  • 5. Did the Leasing Professional try to learn more about you throughout the tour?No0/2
  • 6. Did the Leasing Professional mention the professional management?Yes1/1
  • 7. Did the Leasing Professional mention 24-hour maintenance services?N/A1/1
  • 8. Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)Yes2/2
  • 9. Did the Leasing Professional discuss and/or point out community facilities? (Please explain in the comment box at the end of the section.)Yes2/2
  • 10. Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?Yes1/1
  • 11. Did the Leasing Professional get you actively involved in conversation during the tour?Yes1/1
  • 12. Did the Leasing Professional show an apartment that was clean and made ready? If not, please explain in the comment box at the end of the section. Yes3/3
  • 13. Did the Leasing Professional effectively overcome your objection(s)? Please explain in the comment box at the end of the section. Yes2/2
  • 14. Did the Leasing Professional begin asking closing questions early in the presentation? Please explain in the comment box at the end of the section. Yes2/2
  •  Total: 18/20
    18
    90

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

Michael took me for a tour of their amenities at the leasing office which included the club room, fitness room, business center and he mentioned the salt water pool and Jacuzzi. He explained exactly how the entry to the property worked. He also told me there are several restaurants and shopping centers very close.

We went to see a one-bedroom and a two-bedroom vacant apartment. He turned on lights and pointed out the computer desks in both and he allowed me to look around on my own. He mentioned the difference in appliances and counter-tops depending on the year renovated. He also mentioned the number of electrical outlets per room. He mentioned maintenance and that they handle any issues with the apartment but did not elaborate whether they have 24-hour service or not (points given). During the viewing of the second apartment, Michael did ask me which I liked better which I interpreted as a pre-closing question. He showed me the garage attached to the apartment and he talked about the benefits.

Overall, Mike stayed focused on describing and demonstrating all the features and amenities of the options he offered me. Mike did not take time to ask me about my current living situation such as where I currently lived, if I was in a lease, and why I wanted to move.

Closing - 30 points possible

  • 1. Did the Leasing Professional invite you back to the leasing office following the tour?Yes1/1
  • 2. Did The Leasing Professional discuss rental rates positively and confidently?Yes1/1
  • 3. 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. Yes2/2
  • 4. Did the Leasing Professional mention current specials?No0/0
  • 5. Did the Leasing Professional make you feel welcome at the community? (Please explain in detail in the comment box following this section.)Yes2/2
  • 6. Did the leasing professional attempt any of the following closes? A maximum of 8 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 8 points. If no, then check this box “No” and no points will be earned. Yes8/8
  • 7. Did the Leasing Professional ask you to fill out an application?Yes0/0
  • 8. Did the Leasing Professional ask you question that generated a yes or no answer? No0/0
  • 9. Did the Leasing Professional use assumptive phrases (ex: "your apartment", "you'll love living here", etc.?No0/0
  • 10. Did the Leasing Professional use a closing technique not listed above? (Please specify in the comment box at the end of the section.)Yes0/0
  • 11. Did the Leasing Professional attempt to schedule another visit to the community?No0/0
  • 12. Did the Leasing Professional provide you with any promotional material (business card, brochure, floor plans, etc.)?Yes2/2
  • 13. Did the Leasing Professional suggest you visit the company website?Yes0/0
  • 14. Based on the Leasing Professional's presentation, would you have leased an apartment?Yes10/10
  • 15. If unable to meet your needs, did the Leasing Professional refer you to another community?Yes2/2
  • 16. 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
  • 17. Did the Leasing Professional ask permission to keep in touch?No0/2
  •  Total: 28/30
    28
    93.33

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.):

Michael was pleasant during my visit. When we were back in the office he went over the prices and told me how they fluctuate and that they use a system that determines the increase or decrease in rents. He told me that he could hold the one-bedroom for three weeks if I decided to take it. He offered to show me to the computer room so I could fill out an application for that apartment. I told him not today, I had another place to view. He did not ask me what other community I was interested in. He gave me the floor plan of the one bedroom we looked at.

Michael also gave me the address of the apartment and how to apply online for that specific apartment. He also gave me the fair housing summary, an information sheet, a rent quote sheet guaranteeing the rent for 72 hours, a map of the surrounding community and his card.

He thanked me for coming and the onsite visit ended.

Fair Housing

  • 1. 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
  • 2. When ask about the majority types of people that live in the community did the Leasing Professional say "We rent to anyone that qualifies" or something similar?Yes3/3
  • 3. When you asked, "What kind of security do you have?" or "Is this a safe area?", did the Leasing Professional respond properly? (Please answer in the comment box at the end of the section.)Yes2/2
  •  Total: 5/5
    5
    100

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

I asked if the community was pretty safe and did they have security. Michael said they are a gated community and the entrances are controlled by key fobs; Although, they don't have their own patrol security they have security cameras and would see anyone entering illegally.

I asked about the type of residents they have, he told me that anyone who meets their application guidelines is accepted.

Follow Up - 24 Hours - 15 Possible Points

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?No0/10
  • 2. Did the leasing consultant follow up again within 3 business days?No0/5
  •  Total: 0/15
    0
    0

Comments:

As of 3/3/2020 I did not hear from Michael.

Performance Evaluation

Total Phone Score: 94%
On Site Score: 80%
Total Score: 0%

General Questions