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Report For Miranda Scribner at Northbrooke Township

Report For Miranda Scribner at Northbrooke Township

0%
Current Score
75.41%
Average Score
  • 67%
    2-19-2019
  • 84%
    2-14-2020
  • 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

    After the 2nd ring... “thank you for calling Northbrooke Township, this is Miranda, can I help you?” Miranda spoke in a very delightful tone. She was pleasant.
  • Did the leasing consultant ask for your name?No0/1
  • 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?No0/4
  • 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?Yes1/1
  • 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 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?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: 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 Northbrooke Township, this is Miranda, can I help you?” I told Miranda I was checking on availability of apartments at their community. She asked when I was looking to move, and she asked if I preferred the garden style. I asked if they had both the townhomes and apartments. She said they did, and they had both breakfast bar and garden style. It was confusing at first then she explained she was referring to the layout of the two different apartments and not the type of building. She asked which I preferred, and I told her I wasn’t sure.

Miranda told me what they had available and quoted me the special. I told her I was looking online, and the picture appeared to be the breakfast bar which she said they have one that is fully renovated.

She told me I had to income qualify and they would have to do a background check.

Miranda then described a deluxe townhome they also had available and she quoted me a price. She told me it has an upgraded bathroom. She invited out for a tour and told me she could show me all three. We agreed on 1:30 PM. I asked Miranda if I would be meeting with her and she said either herself or Alesia. I told her I would prefer to meet with her since I gave her all my information.

Overall, Miranda focused on providing the information I asked for and she did not probe with qualifying questions during our conversation. She stayed focused on only giving me basic information that I asked. My needs and preferences were not discussed.



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?Yes0/0
  • 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: :

Overall, the community appeared to be clean and free from trash externally. I did not see any overflowing dumpsters. The leasing office was clean and inviting. The marquee at the entrance is very visible. It may need to be updated. It appears to be very old. Miranda did not offer to show me the laundry facility.

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?No0/1
  • 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?No0/1
  • Did the Leasing Consultant seem genuinely interested in helping you?No0/1
  •  Total: 0/4
    0
    0

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

I entered the leasing office. There were two ladies inside. One sitting at her desk and the other standing over her. The lady from her desk said, “hello” but did NOT eagerly stand to greet me and introduced herself. Instead, she smiled at me after she said “hello” and waited for me to introduce myself. I told her I was Tina and had called earlier. She was kind and professional but didn’t give me the first impression that she was eager to help me. Her body language was very passive.

Qualifying

  • Did the Leasing Consultant ask or confirm how you heard about the community?No0/1
  • 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?Yes1/1
  • 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?N/A1/1
  • Did the Leasing Consultant ask or confirm why you are moving? No0/1
  •  Total: 5/8
    5
    62.5

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

Miranda asked me about number of occupants during the tour. She did not take time to ask me the qualifying questions before we toured.

Demonstration

  • Did you see a MODEL or a VACANT?Yes0/0
  • Was a convenient route taken to the vacant/model apartment? Yes1/1
  • Were any energy saving features discussed and/or explained? (i.e. New HVAC system; LED Bulbs; and/or electrical outlets). No0/1
  • 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?No0/2
  • 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: 11/20
    11
    55

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

Miranda recapped the size apartment we discussed over the phone and confirmed what she was going to show me. I did not observe her filling out a guest card. She asked for my ID and we proceeded on the tour.

We proceeded across the hall to the garden style model. We walked in and she quoted me the square footage. She described each area of the model and explained the classic versus the upgraded style. She did ask me if I was the sole lease holder and I said it would just be me. She did ask if I had any hobbies and went on tell me that I could use the 2nd bedroom to store some things. She was making a strong assumption I would take the two-bedroom before she asked me the qualifying questions.

We left the garden style model and I followed her to the breakfast bar style vacant. We entered the apartment. She asked me about my floor preference as we climbed the stairs to the 3rd floor vacant.

Miranda pointed out each area of the vacant. She was very thorough and suggestive how furniture would fit. She opened closet doors.

During the tour she asked if I had any questions. I told her I didn’t want the 3rd floor and I wanted a patio walk out. We then discussed the available townhome and Miranda offered to show me the townhome model with the patio walkout.

As we were leaving, I noticed the adjacent apartment had a very damaged door as if someone had tried to break-in at some point. It looked noticeably terrible and gave a bad impression. I seized the opportunity to ask about break-ins and crime in the community. Miranda told me the front door stays locked and if I had any further concerns, I could check with the local police department on the general area.

I followed Miranda to the townhome model. We walked through the model and she pointed out all the amenities. She quoted me the price of the townhome.

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/A1/1
  • Were you given a brochure?Yes1/1
  • Were you give an application? No0/1
  • 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?Yes4/4
  • 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).:

As we walked back to the leasing office Miranda asked if I wanted to apply that day. She said I could fill out the application in the office or do it online. I told her I still had other places to look but she never asked me where or if I could see myself living at her community.

I asked Miranda if they had a lot of children in the area and she said they are a multi-family community, so they have a diverse group of residents.

I asked about washer and dryers and she said I would have to “go up the street” to the laundry mat. Her response was confusing, and I had to clarify that the laundry room was owned by the management company and she said it was. Had Miranda discovered my needs at the beginning she would have learned that I was seeking an in-unit washer and dryer so she’ll never know that may have been a deal breaker that she needed to overcome.

Miranda put together a packet for me. She wrote the price ranges on each floor plan along with giving me an amenities sheet. She told me about the water bill.

She wrote her email address down for me in case I had any questions. She listed for me what I needed to apply.

Miranda thanked me for coming in. She did not shake my hand. The call ended.

Overall, Miranda was very friendly and professional. She had a genuine personality and she seemed very engaged in her job. I believe she was giving her best effort based on her level of training. I think with more coaching on qualifying needs she could much improve.

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?" :

As we were leaving, I noticed the adjacent apartment had a very damaged door as if someone had tried to break-in at some point. It looked noticeably terrible and gave a bad impression. I seized the opportunity to ask about break-ins and crime in the community. Miranda told me the front door stays locked and if I had any further concerns, I could check with the local police department on the general area.

I asked Miranda if they had a lot of children in the area and she said they are a multi-family community, so they have a diverse group of residents.

Performance Evaluation

Total Phone Score: 59%
On Site Score: 70%
Total Score: 0%

General Questions