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Report For Maricela Dang at Vistas of Annandale

Report For Maricela Dang at Vistas of Annandale

0%
Current Score
80.79%
Average Score
  • 89%
    12-8-2018
  • 73%
    4-12-2019
  • 25%50%75%100%

Performance Evaluations

Telephone

  • 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?Yes1/1
  • Did the leasing consultant ask for your name?N/A3/3
  • Did the leasing consultant use your name throughout the conversation?No0/1
  • Did the leasing consultant ask you how you heard about the community?No0/1
  • Did the leasing consultant request your phone number?N/A3/3
  • Did the leasing consultant ask your desired move in date?Yes2/2
  • Did the leasing consultant ask for the number of occupants?No0/2
  • Did the leasing consultant ask If you were looking for any special features or had any specific preferences in mind?No0/3
  • 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?N/A1/1
  • 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?Yes1/1
  • 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: 19/28
    19
    67.86

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

I had a challenge getting through to the community over the phone. I had left a message for Maricela and she called me back and left me a message. I called her back again. She already had my phone number.

After the 2nd ring... Maricela answered with the name of the property and she introduced herself. I told her my first name and that I was calling about pricing on their apartments and she asked me what size and when did I want to move. She discussed pricing and spoke of the difference in pricing due to a microwave in a unit. She also mentioned a special they were running of $300 off 1st month's rent. She did not ask if the price fit into my price range but I did not bulk at the rate when she told me so points given. Most of the qualifying questions were not asked. I gave her my first name at the beginning but she did not ask for any other contact information.

She invited me in for a tour that day. We agreed upon 4:20 pm. She thanked me for calling and we said our goodbyes. The call lasted 3:20 minutes. She sounded friendly and professional over the phone, but spoke very low and fast.

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?Yes0/0
  • 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.):

When I first arrived, the receptionist greeted me and offered me a beverage. She went to go get the leasing professional. The leasing professional greeted me by name at the doorway between the receptionist office and the next room. She made direct eye contact and she smiled. I stood up from my chair and she motioned me to follow her. She let me lead the way, but I wasn’t sure which direction to go in. She smiled and pointed to her desk. She was wearing blue polo shirt with the words/logo ROSS on it in white with a grey long sleeve shirt.

Qualifying/ Probing & Gathering

  • Did the Leasing Consult recall or ask you what special features or preferences you wanted for your apartment home? No0/4
  • 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: 8/12
    8
    66.67

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

While in the office, she reiterated our phone conversation. She replied I wanted a one bedroom apartment in two weeks. I did not correct her, but the phone conversation was three weeks. She had two available units. She showed two different floor plans on the second and third floor. She asked me what floor would I like to live on. I explained I wanted the second floor. She mentioned the apartment amenities in each floor plan, but didn’t ask me what I wanted in the apartment. She listed prices for each floor plan unit. During the end of the tour visit, she asked for my email address to follow up with me.

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?No0/2
  • 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?Yes0/0
  • During the demonstration, did the Leasing Consultant reference your specific needs or preferences? No0/4
  •  Total: 11/17
    11
    64.71

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

When walking to the apartment she walked ahead of me and did not make good eye contact a few times. She created a rapport by asking the following questions: why was I moving and what my profession was to build rapport. I mention I was staying with family and was looking for a place of my own. She stated for certain professions, the apartment complex gives discounts.

When we walked in the model home, she allowed me to look around in the living room. The model home was dark due to outdoor weather conditions. She didn’t turn on the light for the living room. When we walked to the kitchen, she turned on the light and described the amenities. I turned on the bathroom light and looked around. I opened up some closets to see what they were. She didn’t say in advance what they were, she just let me explore. When we got to the bedroom, the lights were out and the blinds were closed. I looked around and commented on the dark room. She walked over to the light stand by the window to turn it on, but it did not work. She checked if it was unplugged and she concluded the light bulb needed to be replaced. She walked over to the lamps on the night stands and turned them on. I mentioned two concerns, which included the lack of light in the apartment and the vent not being flush to the ceiling. She explained the apartment I would be renting would have more light in the bedroom. Her answer to the second question was maintenance will make sure there are no leaks in the bathroom. She left the lights on as we exited the model.

While walking by the pool, she discussed the pool will be ready to use later in the season. She stated some outside community amenities such as the shopping center and grocery store. After arriving back in the office, she listed the other community amenities, which include fitness center and business center but she did not show me.

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)?No0/3
  • 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? No0/5
  •  Total: 16/24
    16
    66.67

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

When we arrived back at the office, she asked what I thought about the apartment. I state it was nice. She asked if I would like to fill out an application today. I stated I would like to look at some other apartments first. She explained the "Open House" special will be through Sunday only. She walked over to a promotion table and picked up a bowl with small pieces of folded paper in them. She explained I could draw a piece of paper during the promotion time and save on different fees such as amenity fees or application fees.

Maricela invited me to have a seat at her desk and she reviewed the prices from a price sheet. She pointed and described each of them. She discussed the application process and requirements. She asked me about other communities I planned to visit. I commented on another apartment complex.

She handed me papers that were stapled, which included a floor plan, fee sheet, application tips sheet, and pricing sheet. She did not have a business card, so she wrote her name and phone number on the pricing sheet. Based on the presentation, I would not say she was encouraging me to live there. She had a very friendly personality, but it was lost in the presentation. When we were in the apartment, she did not give the tour, she just let me look around. She did not turn the lights on to showcase the room.

Fair Housing/Crime

  • Did the Leasing Consultant respond properly when you asked "What type of security do you have?" or "Is it safe here?"Yes3/3
  • Did the Leasing Consultant respond properly when you asked "What type of people live here?" Yes3/3
  • Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?No0/0
  •  Total: 6/6
    6
    100

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

I explained I work late sometimes and wanted information about the crime in the area. She responded, "Crime is not something we can guarantee anywhere.” She stated the DMV security patrols the area, and the windows in the units have charlie bars.

I explained sometimes I work during the day and I had some noise concerns. I asked, “Are the walls thin or are there a lot of kids around.” She stated, “ The walls are made of concrete, so you will not have a problem with noise.” She discussed the "no noise" policy after 9 pm. I asked, “If certain apartments were a one person family vs. multi-member families?” She stated, “All the apartments are mixed, we have between one to three bedrooms.”

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?Yes0/0
  • 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.):

When driving up to the property, the Vistas sign was visible from the street. The curbside appeal had trimmed grass with colorful flowers that made the property look inviting. There were no oil stains in the parking lot. There were visible signs to show future residents where to park. A ll signs looked well maintained. The leasing office had a clean sitting and kids' play area. The kids' play area was tidy with no food on the floor.

The seats around the front leasing office didn’t have magazines or trash on them. The receptionist desk was clean and the forms under the glass desk were in order. When walking to the office, the food storage or refreshment area was trash free. The floors looked clean. The associate's desk was clean. The office looked inviting and followed the "Open House" theme with the promotional table.

The pool was the only community amenity I toured. It was free of clutter. The pool cover had just been taken off, so the water was brown. Maricela they were preparing for swimming soon.

The model apartment had staged items that looked appealing and clean. The apartment was very dark, so it was hard to see details at times. The coat closet had a shelf that was not flush to the wall and the lamp in the bedroom was not working. The bathroom vent was not flush to the ceiling. I did not see a laundry room, but the washer/dryer didn’t have scratches or worn spots on them. I did not see the playground area.

My overall impression of the property was great view from the street, but bad position of model apartment due to lighting situation.

Performance Evaluation

Total Phone Score: 68%
On Site Score: 75%
Total Score: 0%

General Questions