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Report For Christina Gerardo at Crain Court Apartments

Report For Christina Gerardo at Crain Court Apartments

0%
Current Score
69.79%
Average Score
  • 70%
    12-13-2018
  • 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?No0/1
  • 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?No0/1
  • 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?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?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? 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
  • Were the apartment features described before a price was given?N/A1/1
  • Did the Leasing Consultant create a sense of urgency?Yes1/1
  • Did the Leasing Consultant attempt to set an appointment with you?No0/5
  • Did the Leasing Consultant leave a positive impression about him/herself and the community?No0/1
  • As a result of the conversation were you looking forward to visiting the community?Yes1/1
  •  Total: 17/29
    17
    58.62

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): :

After the 2nd ring...” thank you for calling Crain Court, this is Christina, how can I help you?” I told Christina I was checking on availability at her community. She said, “how can I help you?” I said I was checking on a one-bedroom. She said her one-bedrooms were $1,099 a month. I asked if it was renovated. She said it was an upgraded apartment and paused. I had to ask what that meant. She told me the counter-top is new and it had newly renovated bathroom. Also, fully carpeted with dishwasher and garbage disposal. She asked if that was in my price range. I said it was.

Christina then asked if she could get some more information from me. She asked for my first/last name and a phone number. I gave her 410-988-8635. She asked for my move date and I told her the beginning of January. She said she could offer $275 off 1st month’s rent if I move at the beginning of January. She then asked if I had ever been to the community and I told her I had not been to the community (waiting for her to invite me). She told me their weekend hours. She told me she only had one of the one-bedroom and it would go quickly (sense of urgency). She told me I could go online and see a virtual tour. I still waited for her to invite me in. I asked if she was open until 5:00 PM. She said she was open until 5:00 PM so I finally said I would come today. I waited for her to ask me what time, but she said to “pop in at my convenience”. I then told her I would be there at 2:00 PM. I confirmed that she would be there at 2:00 PM and she said she would be. She used my name in conversation. She told me to be careful and she would be waiting for me to arrive.

The call lasted 3:50 minutes. I didn’t get a warm, friendly feel at the beginning of the conversation. Christina seemed standoffish until the end of the conversation when we joked about arriving on time.

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?No0/0
  • 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
  • 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?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: :

I immediately spotted the community from the road. Once I turned in I did not see any directional signs for the leasing office. I drove through the parking lot in a full circle and finally stumbled upon the leasing office. One directional sign should be added at the entrance pointing to turn left for the leasing office.

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?No0/1
  • 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: 3/4
    3
    75

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

I entered the leasing office. Christina was behind the glass window in her office. She was on the phone but acknowledged my presence with a wave of the hand. I had a seat and waited for her. When she was off the phone, she did not come out but stood behind her desk and asked how she could help me through the window. I told her I had an appointment with Christina. She said, “OK, come have a seat.” She did not introduce herself. I entered her office and she said she was sick so she would not be shaking my hand (points given for #1).

She did not review my guest card until the end. She asked if I brought an ID. She asked if I found them OK and I shared my experience with her, and she agreed they should have more directional signs.

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?No0/1
  • 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? No0/1
  •  Total: 6/8
    6
    75

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

There were no qualifying questions asked upon my arrival except to confirm the apartment size I wanted. She filled out the guest card at the end. Christina did ask me for my phone number, email address, and where I found them. She did not ask for my apartment preferences. She copied my address from my license and confirmed that's where I lived. She never asked why I was moving or anything about my apartment search.

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?No0/2
  • Did he/she discuss or point out the amenities and facilities on the property or any area conveniences?No0/2
  • 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: 14/20
    14
    70

Onsite Narrative (Please provide a detailed narrative of your visit and be specific. This is mandatory.):

We walked to the vacant. She asked if I had to go back to the work and I told her no because it was my birthday and she shared her Sagittarius sign as well which was a quick rapport builder.

We walked into the vacant and she said this is a one bedroom with new carpeting and new gas stove. She pointed out the dishwasher. She mentioned the bathroom is brand new. She led me through each room opening the double closet doors and saying plenty of room for shoes and we laughed.

She said they pay the water bill, parking, and trash is included. She said the only thing I pay is the utilities. She told me the square footage. I thought it was too small and we discussed the square footage of the two-bedroom. She asked if it was just for me and I said it was, but I have two dogs. She did not ask the breed of the dogs nor did she mention the pet policy/fees at that point. She did ask if I would have guests over and maybe thinking of something bigger. I did say moving my 83-year-old mother in with me might happen.

She gave me the price of the two bedroom and asked if that was still in my price range and I said it was. Christina demonstrated what the two-bedroom would look like using the one bedroom vacant. She did offer to go back and get the keys and we could go see the two bedroom.

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?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?No0/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?N/A0/1
  • 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?No0/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?Yes5/5
  •  Total: 27/35
    27
    77.14

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

As we walked back to the office I asked if this was a heavily populated Hispanic community. Christina answered that it is very diverse, and she said nothing else on the topic.

I brought my dogs up again in conversation and showed her my dog in the backseat in my car parked in front of the leasing office. She asked me where the other one was, and I said, "I left her at home and brought the baby". She didn’t ask me the breed of the other dog.

We sat back at her desk and she used the floor plan sheet to describe the difference between the two floor plans of the one and two bedroom. She wrote down the price of $1,099 for the one bedroom and $1,169 for the two-bedroom.

She told me the 1 st month rent is free if I would do an application that day. I asked if I could do the application online and she said yes, and she would send me the email. I gave her my email address of livingbaltimore@gmail.com. She asked if I saw it online and I told her I Craigslist. She asked me for my phone number. She was creating a guest card.

Again, I brought up the dogs and she told me it was a one-time nonrefundable fee of $250 for both dogs and $25 each monthly. She still didn’t ask me the breed of the 2nd dog so I had to ask if they had breed restrictions and she finally asked me the breed. I said he is a rescue and a mixed breed with a little pit bull in him. She asked me what his records say, and I told her a pit mixed with a Labrador. She said that is a breed restriction. She said if it says “pit” that is a breed restriction. I asked if I could have the vet change the breed name to just Labrador and she said she wasn’t sure how that worked. She asked me if it looked like a pit bull in the face. I said slightly and she asked if I had a picture which I did not. She said I could do a DNA test and see if it has either breed because sometimes the rescue center is wrong.

She told me to call back if I had any more questions. She told me she would send me the application link via my email.

I asked, as a resident, if I could park in front of my building and she said parking is first come first serve. I asked her if they had any muggings in the parking lot and she said no. She pointed out that they do background checks on the residents before they move in; however, she said they can’t control who comes to visit. She used my name throughout the conversation.

I thanked her for her time, and she thanked me for coming in and wished me a happy holiday. The call ended.

I had the same experience with Christina as I did over the phone. She seemed to warm up to me after the onsite conversation got started.

She did give me a paper application but did not send me a email link nor any follow up to my onsite visit.

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?No0/0
  •  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?" :

I asked, as a resident, if I could park in front of my building and she said parking is first come first serve. I asked her if they had any muggings in the parking lot and she said no. She pointed out that they do background checks on the residents before they move in; however, she said they can’t control who comes to visit. She used my name throughout the conversation.

As we walked back to the office I asked if this was a heavily populated Hispanic community. Christina answered that it is very diverse, and she said nothing else on the topic.

Performance Evaluation

Total Phone Score: 59%
On Site Score: 75%
Total Score: 0%

General Questions