Report For Veronica Keten at Oakridge Manor

Report For Veronica Keten at Oakridge Manor

Current Score
Average Score
  • 60%
  • 25%50%75%100%

Performance Evaluations


  • Was the telephone answered promptly?Yes1/1
  • Did the leasing consultant answer by identifying him/herself and the community?Yes1/1
  • Was their voice pleasant and professional?Yes1/1

    Veronica answered the phone professionally and was clear to understand. The phone was answered after two rings.
  • Did the leasing consultant ask for your name?Yes1/1
  • 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?Yes4/4
  • Did the leasing consultant ask your desired move in date?Yes1/1
  • Did the leasing consultant ask for the number of occupants?No0/1
  • Did the leasing consultant ask If you were looking for any special features or had any specific preferences in mind?No0/1
  • 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?No0/1
  • Did the leasing consultant ask If you had any pets? No0/1
  • 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
  • Were the apartment features described before a price was given?No0/1
  • Did the Leasing Consultant create a sense of urgency?No0/1
  • Did the Leasing Consultant attempt to set an appointment with you?Yes5/5
  • 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: 18/29

Please describe the Leasing Consultant's telephone presentation including greeting (state the exact greeting), prices, features, amenities, and how they persuaded you to visit the community (Please write the phone narrative from beginning to the end of the conversation): :

Veronica answered the phone, "Good Morning Oakridge Manor Apartments, Veronica speaking may I assist you?". She asked for my name during the phone call as well as the size apartment I needed. She never discussed the amenities about the community or apartment during the call. She immediately invited me into the community and set an appointment. Then she asked for my last name and phone number at the end of the call.

The phone call lasted just 2:00 minutes. Veronica sounded professional at the beginning of the call. I felt like she was attempting to lead the conversation but she struggled with what to say so she stayed focused on inviting me in for tour.

Site Observation

  • Was the community easy to locate?Yes0/0
  • Were the 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 fee and neat?Yes0/0
  • Was the landscaping attractive?Yes0/0
  • Was there any trash of 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?Yes0/0
  • Did you notice any siding/trim, etc. which needed painting and repair?No0/0
  • Were laundry rooms neat and clean? N/A0/0
  • Were common areas pool/playground etc. well maintained?N/A0/0
  • Was your overall impression a positive one?N/A0/0
  •  Total: 0/0

Please explain your answers, if necessary, to the questions related to the site observation: :

The community landscaping and surrounding areas was well maintained.


  • Did the Leasing Consultant stand up to greet you with a smile and a handshake OR, if the Leasing Consultant was busy with someone else, did he/she acknowledge your presence and ask you to make yourself comfortable?Yes1/1
  • Was the Leasing Consultant dressed professionally?Yes0/0
  • Did the Leasing Consultant introduce him/herself to you?Yes1/1
  • Did the Leasing Consultant have a partially completed guest card available, fill one out to you, or invite you to fill one out?Yes1/1
  • Did the Leasing Consultant seem genuinely interested in helping you?Yes1/1
  •  Total: 4/4

Please describe how the Leasing Consultant interacted with you when you first arrived on-site? :

Veronica was already standing when I entered, she asked how she could be of assistance. I told her my name, she shook my hand and offered me a seat. She was wearing a cream sweater with gold sparkle and tan pants.


  • Did the Leasing Consultant ask or confirm how you heard about the community?Yes1/1
  • Did the Leasing Consultant ask or confirm your move-in date?Yes1/1
  • Did the Leasing Consultant ask or confirm number of occupants?Yes1/1
  • Did the Leasing Consultant ask or confirm special or specific features?Yes1/1
  • Did the Leasing Consultant ask or confirm your phone number?N/A1/1
  • Did the Leasing Consultant ask or confirm the size apartment you needed?Yes2/2
  • Did the Leasing Consultant ask or confirm your current address?No0/0
  • Did the Leasing Consultant ask or confirm why you are moving? No0/1
  •  Total: 7/8

Please describe the process used by the Leasing Consultant to uncover your needs by qualifying during the on-site presentation::

Veronica used a guest card to uncover my needs. She asked a few questions from the card and would then write the response on the card. But for the most part I filled out the guest card.


  • Did you see a MODEL or a VACANT?Yes0/0
  • Was a convenient route taken to the vacant/model apartment? Yes1/1
  • Were any energy saving features discussed and/or explained? (i.e. New HVAC system; LED Bulbs; and/or electrical outlets). No0/1
  • Did the Leasing Consultant attempt to find out more about you while you walked to the vacant/model, during the presentation, or while reviewing floor plans?Yes2/2
  • Did the Leasing Consultant speak of the benefits concerning the Management Company?No0/2
  • Did the Leasing Consultant mention maintenance and their quick response?No0/2
  • Did he/she discuss or point out the amenities and facilities on the property or any area conveniences?Yes2/2
  • Were benefits or features in the apartment pointed out or discussed with you?Yes2/2
  • Was the presentation personalized by talking about your furniture/belongings and how they would fit in the apartment?No0/2
  • Did the Leasing Consultant spend enough time with you throughout the demonstration?Yes2/2
  • Were your objections overcome?No0/2
  • Was the vacant/model comfortable (lighting, temperature, clean)?Yes2/2
  •  Total: 11/20

Onsite Narrative (Please provide a detailed narrative of your visit and be specific. This is mandatory.):

I entered the community and Veronica was attending to guests. Once she was done, we exchanged greetings. She introduced herself and I introduced myself, she offered me her hand and I shook it. She then offered me a seat. I took a seat and we had a little small chat that lasted for over a minute about the weather, family and the holiday's coming up. As we talked, she had taken out a guest card and started highlighting sections on the card. At the end of our chat she asked about the size unit and how many occupants. I responded two for both questions. Next, she wanted to know how I heard about the community, I told her She searched for it on the guest card, couldn't find it and then wrote it in. She then handed me the guest card and asked me to fill out the highlighted areas. There was a little small chat as I did that. I handed her the card once I was done and she proceeded to put me in the system. She did ask me to clarify my written name on the card. After she completed putting me in the system, she went over 3 units that she will have available by the end of December. One unit was available now, on the 3rd floor for $1,326 with upgraded bathroom and kitchen, the second unit was available early December for $1,276 on the 3rd floor, and the third unit was available towards the end of December on the 1st floor for $1,299.

She asked me for my ID and said we should visit the model next door. I handed her my ID and headed over to the model next door. She opened the door for me and encouraged me to walk through the model. She pointed out the living room, the dining room, the kitchen, patio, master bedroom and bathroom. I walked through in that order as well. I asked her about the accented wall, she provided the process for requesting an accented wall. In the kitchen she points out the black appliances and mentioned that if the unit is not upgraded it will have white appliances. She asks me to take a look at the patio. I did. I told her that the counter space was lacking and she agreed. I exited and we walk towards the back and she points to the master bedroom. I walk through both bedrooms and then commented on the lack of closet space. I also mention that I would prefer a walk-in closet. She didn't overcome my objections. I entered the bathroom and took a quick walk through as well. I inquired about what an upgraded bathroom would look like, she responds that it has updated vanity and tiles.

We exit the unit and make our way back to the leasing office. She asks me to apply for a unit, I told her I still have other properties to look at. She immediately picks up a brochure and asks me would I prefer an upgraded unit. I told her yes. She then writes information about the upgraded unit on a floor plan. She places it in the folder along with her business card. She tells me the office hours, as well as her hours and tells me to call if I have any questions. I took the folder and exited the leasing office.


  • Did the Leasing Consultant invite you back to the office?N/A1/1
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process?Yes10/10
  • Did the Leasing Consultant confirm your move in date?Yes2/2
  • Did the Leasing Consultant mention any specials or incentives that were currently being offered?No0/3
  • Did the Leasing Consultant create a sense of urgency?No0/2
  • Did the Leasing Consultant ask you why you were not interested in renting today? N/A2/2
  • If you stated that you had other places to see, were you asked where else you wanted to look before making a decision?No0/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?N/A1/1
  • Were you given a brochure?Yes1/1
  • Were you give an application? N/A1/1
  • Did you feel that the leasing consultant was giving the sale his/her best effort?No0/2
  • Did the Leasing Consultant attempt to overcome your objections in regards to why you are not ready to lease today and close again?No0/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?No0/5
  •  Total: 18/35

Please briefly describe the Leasing Consultant's closing skills and techniques used ( This is a mandatory field. Be as specific as possible).:

At the leasing office, Veronica told me the price of unit and wrote it on a floor plan. She placed the information in a folder along with other documents. She did ask me to apply but accepted my refusal with ease. There was no pressure, no incentives mentioned to encourage me to lease with her that day.

Fair Housing/ Crime Supplement

  • Did the Leasing Consultant respond properly when you asked "What type of security do you have?" or "Is it safe here?"Yes0/0
  • Did the Leasing Consultant respond properly when you asked "What type of people live here?" No0/0
  • Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?No0/0
  •  Total: 0/0

Explain the Leasing Consultant's response to "What type of security do you have?" or "Is it safe here?" and "What type of people live here?" :

In regards to security, I was encouraged to visit the community at night to see what it's like. In regards to type of people, I asked the question stating I didn't want to be around kids and she responded that there were kids in the community.

Performance Evaluation

Total Phone Score: 62%
On Site Score: 60%
Total Score: 0%

General Questions