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Report For Mary goes by Beth Peltzer at

Report For Mary goes by Beth Peltzer at

0%
Current Score
85.42%
Average Score
  • 85%
    1-15-2019
  • 25%50%75%100%

Performance Evaluations

Phone

  • 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

    When I called Beth answered the phone right away and introduced the name of the community and then introduced herself. She was pleasant and professional on the phone.
  • 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?Yes1/1
  • 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?No0/1
  • 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?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?Yes1/1
  • Were the apartment features described before a price was given?No0/1
  • Did the Leasing Consultant create a sense of urgency?Yes1/1
  • 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?Yes1/1
  • As a result of the conversation were you looking forward to visiting the community?Yes1/1
  •  Total: 22/29
    22
    75.86

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): :

Beth did ask for my name and used it several times during the conversation. Beth asked me how I heard about the community and I told her apartments.com. I told Beth that I was looking for a 2 bedroom townhome and she confirmed that she had two bedroom townhomes available. Beth asked for my phone number and my desired move-in date which was about 30 days away. Beth gave the prices of available apartments before the apartment features were given. Beth described the amenities including a dishwasher and central air in all of the units. Beth set an appointment with me for later that same day. She also spent some time going over the application process and she asked me to bring my two most recent pay stubs so I could start the application process right away. Asking for me to bring pay stubs right away created a sense of urgency. Overall, Beth left a positive impression and seemed knowledgeable and patient over the phone. As a result of the conversation, I was looking forward to visiting the community.

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
  • Was the leasing office neat and inviting?Yes0/0
  • Were refreshments made available?No0/0
  • Were building entries clean and free of clutter?Yes0/0
  • Did you notice any siding/trim, etc. which needed painting and repair?Yes0/0
  • Were laundry rooms neat and clean? Yes0/0
  • Were common areas pool/playground etc. well maintained?Yes0/0
  • Was your overall impression a positive one?Yes0/0
  •  Total: 0/0
    0
    NAN

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

River's Gate was easy to locate and I found the leasing office right away. There were enough directional signs and the signs were all in good repair. The grounds were well groomed and tidy. There was no trash on the grounds and everything appeared to be very well maintained. The dumpsters had visible trash that was contained within the dumpster. When I arrived Beth was not in the office and I asked to wait for her. The leasing office was neat and inviting. The other agent that I chatted with while waiting for Beth was very pleasant. Refreshments were not made available. The building entries were also very neat and nothing needed paint or repair. The main laundry room was very clean and well maintained. The gym was also very clean with updated machines and weights. My overall impression of the community was very positive. Everything seemed very orderly.

Greeting

  • 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?No0/0
  • 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?N/A0/1
  • Did the Leasing Consultant seem genuinely interested in helping you?Yes1/1
  •  Total: 3/4
    3
    75

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

I was waiting for Beth to return to the office for about 5min so when she arrived she greeted me right away. Beth was dressed casually. Her clothing was more athleisure than office and her hair was a little messy. Beth was very kind and knowledgeable but it looked like she had had a hard life. Beth introduced her self and then quickly started the tour. When we left the leasing office she had some papers in her hand and filled out additional info about me while in the model. Beth did seem genuinely interested in helping me and was very upbeat throughout the tour.

Qualifying

  • Did the Leasing Consultant ask or confirm how you heard about the community?No0/1
  • 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?Yes1/1
  • Did the Leasing Consultant ask or confirm the size apartment you needed?No0/1
  • Did the Leasing Consultant ask or confirm your current address?No0/1
  • Did the Leasing Consultant ask or confirm why you are moving? Yes1/1
  •  Total: 5/8
    5
    62.5

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

Beth confirmed my move in date while we were touring the model. She confirmed that it would just be me and that I would be moving with one cat. Beth did not ask me about any special features but she pointed out all of the apartment's features including the deep closets, garbage disposal, and central air. She did not confirm my phone number but she took it down during the phone call. Beth did not confirm my actual address but during the tour, she asked me where I am currently living and why I was moving.

Demonstration

  • Did you see a MODEL or a VACANT?Yes0/0
  • Was a convenient route taken to the vacant/model apartment? Yes2/2
  • 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?Yes2/2
  • Did the Leasing Consultant mention maintenance and their quick response?Yes2/2
  • 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?Yes2/2
  • Was the vacant/model comfortable (lighting, temperature, clean)?Yes2/2
  •  Total: 18/20
    18
    90

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

We toured a model that was conveniently located just across from the leasing office. During our walk to the model, Beth asked me where I lived and why I was moving. I let her know that I lived in the city and due to the break-ins in my neighborhood I had made the decision to move to the county. Beth toured the model apartment and she also showed me the laundry room and the gym. Both spaces were very well maintained and very clean. The apartment's features were discussed with me including central air, 24-hour gym with key fob entry, and a large onside laundry facility. She also shared several experiences that tenants had within the community. Everything she shared was extremely positive and the way she shared made me feel like she really cared. She even said that if she were not married she would move there in a heartbeat. Beth spent plenty of time with me during the tour and added a lot of value including suggesting that I could work out while doing laundry next door. Saying that made me feel like living without in-unit laundry was possible! She also pointed out the fact that a dishwasher would be a deal breaker and all of the townhomes had them so my objections were overcome. The model was clean and comfortable.

Closing

  • Did the Leasing Consultant invite you back to the office?Yes1/1
  • 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?Yes3/3
  • Did the Leasing Consultant create a sense of urgency?Yes2/2
  • Did the Leasing Consultant ask you why you were not interested in renting today? Yes2/2
  • If you stated that you had other places to see, were you asked where else you wanted to look before making a decision?Yes1/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?Yes1/1
  • Were you given a brochure?Yes1/1
  • Were you give an application? No0/1
  • Did you feel that the leasing consultant was giving the sale his/her best effort?Yes2/2
  • Did the Leasing Consultant attempt to overcome your objections in regards to why you are not ready to lease today and close again?Yes4/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?Yes5/5
  •  Total: 34/35
    34
    97.14

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

After leaving the gym, Beth invited me back to the leasing office. During the tour in the model, Beth asked me If I had my income tax info with me ( she asked me to bring them during our phone call) which I did not.

After the tour, Beth told me that she sent an invitation email that had a link to the application. She provided this information with the assumption that I would follow through and apply. She did not ask me to apply again but provided me with all the information to do so. She also confirmed that I liked what I saw and jokingly said that there was nothing else to see. This was a different way to close and it was effective. A lot of her qualifying questions seemed to happen in conversation as opposed to an agent reading down a list. Her qualifying conversation built rapport instead of feeling like an interrogation. Based on Beth's performance I would have rented from her. Her exterior appearance was a little off-putting but she had a lot of integrity and gave the tour her best effort.

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?" Yes0/0
  • Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?No0/0
  •  Total: 0/0
    0
    NAN

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?" :

When I asked Bath what the safety was like she let me know the vetting process for tenants and their pets and she then told me that safety couldn't be guaranteed anywhere. She also let me know that all kinds of people lived in the community, people from all walks of life. Nothing Beth said or did could be seen as discriminatory.

Performance Evaluation

Total Phone Score: 76%
On Site Score: 90%
Total Score: 0%

General Questions