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Report For Angel Aponte at Vistas of Annandale

Report For Angel Aponte at Vistas of Annandale

0%
Current Score
93.2%
Average Score
  • 94%
    6-7-2019
  • 100%
    2-09-2019
  • 89%
    03-16-2019
  • 90%
    12-29-2020
  • 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?Yes2/2
  • Did the leasing consultant ask for your name?Yes2/2
  • Did the leasing consultant use your name throughout the conversation?Yes2/2
  • Did the leasing consultant ask you how you heard about the community?No0/1
  • Did the leasing consultant request your phone number?Yes2/2
  • Did the leasing consultant ask your desired move in date?Yes2/2
  • Did the leasing consultant ask for the number of occupants?Yes2/2
  • Did the leasing consultant ask If you were looking for any special features or had any specific preferences in mind?Yes2/2
  • 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 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
  • Did the Leasing Consultant create a sense of urgency?Yes1/1
  • Did the Leasing Consultant attempt to set an appointment with you?Yes2/2
  • 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: 24/28
    24
    85.71

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

Maricela answered the phone after the 2nd ring. She introduced the property and then stated her name. and I had to ask for Angel. I told Angel that my sister had spoken to him over a month ago and that we stopped looking but wanted to resume our efforts. I told him we had to move by the 2nd week in July. He asked me what size. He verified he had a two-bedroom available and told me they are running a special.

Angel invited me in for a tour. We agreed on 11:30 AM. He asked for my phone number and I told him I would give him my sister’s number since she would be there with me and she lived closer. I also gave him our names upon his request.

Angel confirmed the time and asked me if I had any more questions. I asked if they property was renovated. He described the updates that they do. He told me when I arrive, he would provide me with different options. He did ask where we worked to offer additional discounts.

He gave me his number in case we would be running late to let him know. He thanked me for calling and we said our goodbyes.

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.):

Angel came out to meet with me within one minute of my arrival. He walked up to me with a warm smile and extended his hand to shake mine as he introduced himself. He said, "Hello Lawana, my name is Angel". During this interaction, the tone of his voice was very lively as he seemed excited to meet me. I noticed that he made direct eye contact with me, allowed me to walk in front of him but he did pause to open the door for me before I proceeded into the leasing office area where his desk was located. He then allowed me to be seated first and he walked to the other side of the desk to take his seat.

Qualifying/ Probing & Gathering

  • Did the Leasing Consult recall or ask you what special features or preferences you wanted for your apartment home? Yes4/4
  • 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? Yes0/0
  • 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: 12/12
    12
    100

Comment (Provide as much detail of the Gathering/Probing as possible. This is a mandatory box.):

The next step was the review of the application process and he proceeded to review the document that contained the application process. The following are the highlights for this overview. (DOCUMENT ATTACHED FOR YOUR REVIEW)
1. Application fee- $50 per applicant, which would be $100 for my husband and myself
2. Advanced rental deposit - he had this pre-marked the document and made sure I understood this fee would be credited toward the one time admin fee after moving in.
3. Amenity fee- he stated that the one time amenity fee included the maintenance of the grounds, gym, pool, etc.
4. Security deposit- waived for residents purchasing eDeposit insurance policy through premium insurance. (He ensured that I had a copy of this document to review). If tradition deposit selected the fee is $750 or higher depending on credit.
5. Application process- covered the required documents and timeframe of approval
6. Pet policy- he asked, “Do you have a pet?” I responded, “No”. He reviewed the pet policy in case I decide to get a pet in the future.
7. Lease terms- discussed the terms 6, 9 and 12 months along with the additional monthly amount for each term.
8. Utilities- resident responsible. He recommended Verizon for cable and internet service as they had the best reception rate and was definitely available in the area.
9. Renter’s insurance- he pre-marked the $155 premium and review the policy details.
10. Parking- he stated parking is free. However, there is an option to obtain a reserved spot for $100 month. Guest can park in designate guest parking or your reserved spot.
11. Occupancy- He stated 2 persons per bedroom and 5 persons for the 2 bedroom/2 bath unit.
12. VIP waitlist- he stated they did not have a waitlist at this time.
In addition, Angel did a comprehensive overview of the floor plans in the Vista brochure and provided me with a larger version of the 2 bedroom/2 bath floor plan. (DOCUMENTS ATTACHED FOR YOUR REVIEW)

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?No0/0
  • During the demonstration, did the Leasing Consultant reference your specific needs or preferences? Yes4/4
  •  Total: 17/17
    17
    100

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

I was able to see a two bedroom and two bath with a den which was a vacant apartment. There was not a two bedroom and two bath ONLY apartment available to view as we discussed over the phone.

As we were touring the apartment, he asked questions about how I found out about the community, what type of work I will be doing; and he made general comments about the weather. Also, he pointed out amenities: Exercise room, free coffee, and the pool. We exited the leasing office and got on a golf cart.

In route to the vacant unit, he gave me a overview of the community and include the number of units. He pointed out the playground. In addition, he provided a little history on himself, I learned he was from Puerto Rico and lived in California prior to moving to the local area. He has been with Vista for about three years and loves the community as he explained.

During the demonstration, he did reference my specific needs of being on the ground level. Also, he suggested that the smaller room could be used as an office.

Angel did ask if I was ready to lease that day. I stated we had just relocated from Alabama and I was waiting for a tenant to move in my property in Alabama. We did not want to have to pay BOTH the mortgage there and rent here. However, we will know by June 15th the exact date we could move forward. He did ask me to let him know as soon as possible because the vacancies and prices do change often.

As for the leasing office it was very comfortable and the lighting, cleanliness and room temperature.

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)?Yes3/3
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process? Yes10/10
  • Did the Leasing Consultant create urgency? Yes3/3
  • 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: 24/24
    24
    100

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

Angel did ask several closing questions as far as specific move in dates in spite of my objection of having to lease my home in Alabama. Also, he had a list of all the current vacancies and upcoming vacancies within the next couple weeks. He noted the prices do change and encouraged me to begin the application soon. He said there was a "$1000" off rent special and there is an "Open House" this weekend. Lastly, he stated that he may be able to provide an additional discount if I submitted my application today.

I was given a brochure and encouraged to apply online if I was unable to return to the office. During our initial conversation, prior to the tour, he gave a very detail explanation of the requirements to apply for an apartment.

Angel was definitely actively trying to encourage me to become a resident. He spent about 10 minutes once we returned to the office to walk through the website showing me how to apply. He gave me an application and map of community. He described other surrounding community amenities such as the Farmers Market once a week during the summer. Also, he told me about the close access to public transportation. He even went as far a mapping out the best way to commute to work for us and pointed out restaurants, and stores.

Overall, Angel was very thorough, friendly, and professional. The biggest challenge I had was getting someone on the phone initially. I had to have another shopper assist in the phone shop. We tagged teamed and kept calling until someone answered. We used the phone number given for the shop and the general number listed on the website before we finally got someone to answer the phone.

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?" No0/2
  • Did the Leasing Consultant refrain from saying anything that could have been perceived as discriminatory?Yes2/2
  •  Total: 4/6
    4
    66.67

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

I told Angel that I preferred a bottom floor walk out apartment but I was concerned about break -ins since I had very expensive computer equipment in my home. He stated, "The DMV Security is onsite according to a rotating schedule." Also, encouraged me to look onsite at the crime statistics for the area.

I told Angel that my grandchildren ages 5 and 12 years old, will be with us every other weekend and asked, " Are there many children that live in this community?". He responded, " Yes, there are many children that live in the community. Also, there is an elementary school within a few step of the community and a high school across the street." Also, he pointed out the playground and pool as amenities they would enjoy.

Angel did not say anything that could be perceived as discriminatory throughout the entire conversation.

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?No0/0
  • 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?Yes0/0
  • 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?Yes0/0
  • 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 community was easy to locate and the community signs were visible throughout the entire property; However, I did have to ask for directions to the leasing office once I got on the property. It could be due to the fact that my GPS took me through the back of community.

The property was beautifully landscaped, there was no visible trash on the grounds or excessive trash by the outside dumpsters. However, while riding to the unit, I did see a couple of pot holes in the parking lot. Also, I noted that a resident had bicycles and other things on the balcony and asked about that. Angel stated, "Only furniture is allowed on the patios and the tenant had been notified to remove those items."

As for the condition of the community buildings, leasing office and vacant unit were in good repair. I did not notice any hanging siding, missing brick, or peeling paint.

The common areas such as pools and playground were neat, clean and I did not note any safety hazards in either location. Angel pointed out that there were no laundry rooms on the property and every unit had a washer and dryer.

The entire experience was great and I did not have one question that was not addressed. Angel is the epitome of excellent customer service.

Performance Evaluation

Total Phone Score: 86%
On Site Score: 97%
Total Score: 0%

General Questions