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Report For Terri Knachel at Stansbury Manor Apartments and Townhomes

Report For Terri Knachel at Stansbury Manor Apartments and Townhomes

0%
Current Score
80.21%
Average Score
  • 80%
    10-03-2019
  • 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
  • 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?No0/4
  • Did the leasing consultant ask your desired move in date?No0/1
  • 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?N/A1/1
  • 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? 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?Yes1/1
  • 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: 21/29
    21
    72.41

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): :

Terri answered on the first ring with "Stansbury Manor, Terri, how can I help you?". I told her I was moving and would like some information. She asked if she could get some information and she began asking me what size I was seeking and my budget. I said I needed a one-bedroom and flexible budget. She asked my name and email address but not my phone number. She mentioned a "beautiful" one-bedroom apartment she had available and gave me the price. Then she asked if I would like to come in and have a tour. We made an appointment for 4:00 PM. Terri mentioned that the apartment in question is fully upgraded with washer and dryer, the location with a view of the beach and the special offered if my application is approved.

Terri didn't ask if I needed directions because I'm sure she assumed I knew where they were located by our conversation. She created a sense of urgency by telling me the apartment is brand new and she described how beautiful it is. She described the beach and where I would be located to it.

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?No0/0
  • Were laundry rooms neat and clean? N/A0/0
  • Were common areas pool/playground etc. well maintained?N/A0/0
  • 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 property was neat and easy to find. The leasing office entrance was very nicely decorated outside.

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? :

When I arrived, Terri was with a resident paying their rent. She asked me if I was here to pay rent or if I was looking for an apartment. I told her I had an appointment and she asked my name and she told me she'd be with me shortly. I sat and waited. After the resident left, we drove in separate cars to the one- bedroom apartment that had been discussed earlier.

It was clear that she was very busy with it being rent week and they had an inspection with the fire department and some other issues and she was the only one in the office.

She managed to keep very cool and pleasant through it all.

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?No0/1
  • Did the Leasing Consultant ask or confirm number of occupants?No0/1
  • Did the Leasing Consultant ask or confirm special or specific features?No0/1
  • Did the Leasing Consultant ask or confirm your phone number?No0/1
  • 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? No0/1
  •  Total: 3/8
    3
    37.5

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

Terri did not ask how many people were moving. She did mention the washer and dryer in the apartment as she did on the phone call. Terri asked where I was living now.

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?No0/2
  • 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.):

Terri mentioned the history of the community and the fact that she lives there as well as the maintenance manager. She pointed out the porch area and that I would be able to put furniture outside. She mentioned the brand-new appliances, flooring and bathroom.

Terri also showed me the surrounding areas and how the community is laid out with apartments and town houses.
She pointed out the location of the laundry area just across the lawn that is locked and has cameras, and that I could use if I needed it, but she did not show me the inside.

She also pointed out the view of the beach from the apartment and the fact that residents could keep a water craft free of charge on the property. She pointed out the mailbox and the trash area. She mentioned the extra closet and she suggested I could use it for storage.

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?No0/2
  • 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? No0/2
  • If you stated that you had other places to see, were you asked where else you wanted to look before making a decision?N/A1/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?N/A1/1
  • Were you given a brochure?Yes1/1
  • Were you give an application? Yes1/1
  • 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?N/A4/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?Yes5/5
  •  Total: 31/35
    31
    88.57

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

When we finished looking at the apartment and the surrounding area around, Terri invited me back to the office and said she would give me an application.

She told me they pay for water and trash so resident only have to pay the electric. She also mentioned that cats were OK and she stated the pet policy, and then that dogs were OK when I asked about them. Terri told me how solid the building was built so you cannot really hear your neighbors.

She told me about their current special if I were to be the first applicant approved, I would get the first month free.

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?" No0/0
  • 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 about the demographics of the community, specifically children, she said "I sort of kinda push people in groups” She went on to explain that she meant the families with children were pushed to the other side of the building and on the side we were on are the professionals, such as the woman across from the apartment who is single, her name and that she works at Martin's, and the woman upstairs has a daughter part time, so even on an evening, it is very quiet and no craziness going on she stated.

When I asked about security in the area, she said that crime can happen anywhere but I was free to check the crime list.

We went back to the office and Terri gave me a folder with an application their website information and a referral page.

Performance Evaluation

Total Phone Score: 72%
On Site Score: 84%
Total Score: 0%

General Questions