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Report For Samia Burgess at Southgate

Report For Samia Burgess at Southgate

0%
Current Score
81.77%
Average Score
  • 92%
    11-30-2018
  • 72%
    1-24-2020
  • 25%50%75%100%

Performance Evaluations

Phone

  • Was the telephone answered promptly?No0/1
  • Did the leasing consultant answer by identifying him/herself and the community?Yes1/1
  • Was their voice pleasant and professional?Yes1/1

    I actually made several phone calls, the earlier phone calls went to voicemail. When the call was answered Samia tried to pass me to her coworker. She told me that she was busy handling eviction paperwork which was a little off-putting. I objected to being passed to another employee and eventually she agreed to continue with the call.
  • 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?Yes1/1
  • Did the leasing consultant ask If you were looking for any special features or had any specific preferences in mind?Yes1/1
  • 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?Yes1/1
  • Did the leasing consultant ask If you had any pets? Yes1/1
  • Did the Leasing Consultant describe the apartment features?Yes1/1
  • Did the Leasing Consultant describe the community amenities or local area conveniences?No0/1
  • 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: 26/29
    26
    89.66

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): :

Samia asked for my name and used it throughout the conversation and gave me pricing for one and two bedrooms. She asked me for my name and when I was planning to move in. She qualified my cat and also asked me what features I was looking for. I let her know that I wanted an updated apartment and that I did not want to be on the ground floor. After gathering all of my information Samia let me know about the rent and move-in specials. She let me know about all of the upgraded units for both 1 and 2 bedrooms. After providing me with leasing and apartment details Samia asked me if I was interested in scheduling a time to stop by and I scheduled for later that afternoon. Based on our conversation I was interested in coming in for a visit.

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?Yes0/0
  • Were building entries clean and free of clutter?Yes0/0
  • Did you notice any siding/trim, etc. which needed painting and repair?N/A0/0
  • Were laundry rooms neat and clean? N/A0/0
  • 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: :

The community was very easy to locate and all of the apartment signs were easy to see and in good repair. The leasing office was very easy to find and the surrounding grounds and parking lot were clean and free of trash. There was no trash or furniture around the dumpsters. When I arrived the leasing office was neat and inviting and I was offered a refreshment. The building entries were tidy with no visible clutter. The siding also seemed to be in good repair. Overall, my first impression was very positive.

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?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
    4
    100

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

Samia stood to greet me when I came into the office and shook my hand. She was professionally dressed in business casual with a long cardigan that was appropriate for the fall weather. She had my guest card completed and ready to go when I arrived and filled in a few more details as we chatted. She seemed genuinely interested in helping me find an apartment that met my needs.

Qualifying

  • 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?Yes1/1
  • Did the Leasing Consultant ask or confirm the size apartment you needed?Yes1/1
  • Did the Leasing Consultant ask or confirm your current address?Yes1/1
  • Did the Leasing Consultant ask or confirm why you are moving? Yes1/1
  •  Total: 8/8
    8
    100

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

Samia confirmed all of the information that I gave to her over the phone including my move-in date, number of occupants and special features. She also went over the pet rent. She was very friendly and definitely built rapport before we toured.

Demonstration

  • Did you see a MODEL or a VACANT?Yes0/0
  • Was a convenient route taken to the vacant/model apartment? N/A0/2
  • 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?Yes2/2
  • 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.):

I toured a model and as we walked to the apartment Samia talked about her experience living on premises which was really great. She seemed very genuine. She let me know that the management really cares and responds to all complaints. She also let me know that there was 24-hour maintenance which was very good to know. She asked me about my furniture and what I thought about the apartment size. Samia definitely spent plenty of time with me throughout the presentation and did a very good job discussing all of the features. The presentation felt very personalized. The lighting and temperature in the models was very comfortable and they sold themselves.

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?No0/2
  • 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?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?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: 32/35
    32
    91.43

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

Samia did invite me back to the office and discussed the application process in depth. She invited me to apply. I told her that I was at the beginning of my search and that Southgate was my first stop. She did not ask me where else I was looking for apartments. Samia never really discussed the competing properties either. I was given floor plan and rental rate information but I was not given an application.

Overall, I felt that Samia gave my tour her best effort even though she disclosed some information that should have been left out. She told me during the tour that there had been an incident with a shooter when I was asking about safety issues. She did explain that she told me because if I googled it then I would learn myself and she feel as if she was untruthful.

Samia did not attempt a second close after I told her that I wasn't able to apply. Based on her performance I would rent from her, she seemed knowledgeable and she seemed to care. The information that she shared about the homicide really gave me pause.

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?Yes0/0
  •  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 Samia about possibly living in a kid-free building she let me know that anyone who qualified could live anywhere in the complex. When I asked her about crime in the area in relation to my own safety the conversation got a little strange and she let me know that there had been a recent "event" at Southgate and that the event was even on the news. This was totally off-putting! I honestly feel like she told me what happened to protect my best interest but the conversation about crime on premises was really off-putting and when I returned home I googled and found the news reports. If she hadn't shared this info with me I would have not been the wiser.

Performance Evaluation

Total Phone Score: 90%
On Site Score: 93%
Total Score: 0%

General Questions