Report For Miranda Scribner at Northbrooke Township

Report For Miranda Scribner at Northbrooke Township

Current Score
Average Score
  • 67%
  • 84%
  • 25%50%75%100%

Performance Evaluations


  • 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

    Miranda answered the phone pleasantly on the first ring with the name of the property and her name.
  • 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?Yes1/1
  • 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?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?Yes1/1
  • Was a specific apartment described that met your needs?No0/1
  • Were the apartment features described before a price was given?N/A1/1
  • Did the Leasing Consultant create a sense of urgency?No0/1
  • 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: 23/29

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): :

Miranda answered the phone with "Thanks you for calling Northbrooke Township, this is Miranda, how can I help you?". I told her I was looking for some information and she replied with sure, may I have your name? She asked me when I was moving, I told her the next month or two. She said she has availability up to April and she said she could give me their price range. She gave me starting prices for two apartment styles and the town houses.

She told me they are pet friendly, cats only, they have an upcoming fitness center a playground and on-site laundry room.

Miranda didn't ask right away if I wanted to visit so I asked if they have a model. She told me there is an apartment model and a town house model and asked which would I be interested in. She also asked if I had a preference in an apartment as in floor level.

I asked how late they are open and she gave me their daily schedule. Then she asked if I would like to come in and go for a tour and when. We settled on 1:30 that afternoon and she took my phone number. We said our goodbyes and the call ended.

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
  • 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? Yes0/0
  • Were common areas pool/playground etc. well maintained?Yes0/0
  • Was your overall impression a positive one?Yes0/0
  •  Total: 0/0

Please explain your answers, if necessary, to the questions related to the site observation: :

The community is easy to find, right off the main road and the signage is in plain sight of the traffic.


  • 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

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

There were two people in the office when I entered, I was asked if I could be helped and I stated I had an appointment with Miranda. Miranda stood up and walked around her desk and greeted me pleasantly and discussed what she could show me. I only sat there for a minute or so before we went to see the models.


  • 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?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?N/A1/1
  • Did the Leasing Consultant ask or confirm why you are moving? No0/1
  •  Total: 6/8

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

Miranda stood up when I walked in and said hello. She asked if I wanted to see the model. She took me to the model apartment right away next door. She asked me if I was the only one moving, did I have any floor preferences, and if I had any pets. She did not ask me how I had heard of them, where I was living or why I had chosen Northbrooke.


  • 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?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?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: 15/20

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

In the model, Miranda pointed out the closet space and suggested ways the furniture could be arranged in the apartment. She asked if I had any pets, I said no but had been thinking about a dog. She told me they have sister apartments that will accepts dogs. She also asked to confirm what size apartment I wanted and how many people would be moving. She pointed out the bedrooms and bath and explained that the mirrors could be different but all the lighting is the same and there are two different types of shower heads. She told me I could change it if I wanted to. She also told me I could paint if I wanted but would have to return it to its original color when moving out.

We went across the street to the town house model. She told me where the fitness room would be and the hours it would be open. She told me where the laundry room was and asked if I wanted to see it. When I mentioned the tiny size of the stove, she said it would be easier to clean and it does fit a turkey.

Miranda mentioned that every townhouse had a patio but none of the garden style apartments had one. She gave me the difference in pricing depending on the appliances and whether there would be a dishwasher or not. She again pointed out closet space and how much could fit into the room spaces. She asked me about my work and I told her I was retired. She did not mention then that they give discounts for seniors. That would have been incentive to lease. She mentioned that renters' insurance is necessary and that water is included. But she did say they have a discount for teachers and nurses.


  • 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?No0/2
  • Did the Leasing Consultant ask you why you were not interested in renting today? Yes2/2
  • 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? N/A1/1
  • 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: 32/35

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

When we got back to the office, Miranda gave me a brochure with her card attached and went over the prices of what was available. She asked me if I was ready to submit an application, when I said I still needed to look, she gave me a brochure of all the area apartments they are affiliated with and which ones accept dogs.

We did discuss the application process and she did she direct me to the website to apply.

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

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?" :

She told me to check the police web site for the zip code, but in her opinion, crime can happen anywhere. She said she didn't want to tell me that nothing can happen as it can happen anywhere.
When I asked about the type of residents living there Miranda said anyone who meets their criteria would be accepted.

Follow-Up within 48 hours

  • Did the Leasing Professional follow up within 48 hours of your visit? Yes5/5
  •  Total: 5/5

Please explain what day and time your received a follow up. Did the Leasing Professional follow-up by email or phone call?:

Miranda called me on Saturday 2/15/2010 but did not leave a message.

Performance Evaluation

Total Phone Score: 79%
On Site Score: 86%
Total Score: 0%

General Questions