Report For Michelle Guthrie at Cottage Grove

Report For Michelle Guthrie at Cottage Grove

Current Score
Average Score

Performance Evaluations


  • 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?Yes3/3
  • 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?Yes3/3
  • 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?No0/3
  • 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?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?Yes1/1
  • Did the Leasing Consultant create a sense of urgency?N/A1/1
  • 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: 22/28

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

After the 3rd ring.... Michelle answered the phone and stated the name of the community and introduced herself. I told Michelle I was checking availability. She asked me what size and I initially told her three bedrooms, but she informed me they didn’t have three, but they had two bedrooms.

I did invite myself in for a tour and we agreed on Friday, at 9:30 am. She asked for my name, contact number, and email address. She used my name in conversation. She asked about number of occupants and if I was bringing any pets.

I confirmed she would be there on Friday and she said she would. She asked if I needed the address and she gave it to me.

Michelle confirmed our appointment and we said our goodbyes.


  • 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

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

I entered the office. A lady stood to greet me and said, "hello, how are you?" I told her my name and said I was there to meet with Michelle. Michelle introduced herself with a big smile and shook my hand. She was wearing a company shirt and wearing a name tag.

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

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

After our introduction, Michelle invited to have a seat and she reviewed many questions that we discussed over the phone plus she asked me what amenities I was seeking in my apartment. She asked me why I was moving. She built rapport by giving me a some history of the community before we started the tour.

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?Yes0/0
  • During the demonstration, did the Leasing Consultant reference your specific needs or preferences? Yes4/4
  •  Total: 17/17

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

Michelle took my ID and then we headed to see the model. Michelle walked me through the model and we discussed how my furniture would fit in each room. Michelle was very cheerful, friendly, and professional. She pointed out the appliances in the kitchen and the features in the other rooms.


  • 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

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

We walked back to the leasing office and she gave me my ID back. She explained the entire application process and what I needed to have to apply. She was very thorough in explaining everything I needed to know. She told me what was included in the rent and what was not. She asked if I wanted to start the application process and I told her I had to think about it. Michelle understood and left me with her business card and a sheet explaining what I needed to bring to apply. She thanked me for coming and the visit was over. The onsite visit lasted slightly over 17 minutes.

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?" Yes2/2
  • Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?Yes2/2
  •  Total: 6/6

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

I asked Michelle if they have had any trouble with break-ins and she said not to her knowledge but I could always check with the local police. Later in the conversation I asked her if people my age live on property and she told me they had a very diverse community.

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? 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

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

The community looked well kept for it's age. The model showed very well. Michelle gave a lot of history about the community and the staff. Refreshments were offered.

Performance Evaluation

Total Phone Score: 79%
On Site Score: 100%
Total Score: 0%

General Questions