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Report For April Chase at Northbrooke Township

Report For April Chase at Northbrooke Township

0%
Current Score
73.96%
Average Score
  • 74%
    12-17-2018
  • 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?Yes1/1

    April answered the phone right away and identified herself and stated the name of the community. She was very pleasant during the phone call.
  • 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?Yes4/4
  • Did the leasing consultant ask your desired move in date?Yes1/1
  • Did the leasing consultant ask for the number of occupants?Yes1/1
  • 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?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: 24/29
    24
    82.76

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): :

April asked for my name and used it throughout the conversation. She asked me where I heard about the community and I told her apartments.com. She praised them during the conversation and I agreed. April asked for my name and confirmed my phone number. She did ask when my move date would be and how many people would be occupying the apartment and I let her know that it would just be me and I would need to move in the next 30 days. She did not ask me if I had a specific price range.

She did let me know that some of the apartments had an updated breakfast bar that made the apartment feel more open. Her description of the apartment met my needs. She also mentioned that there were townhomes as well as garden apartments and asked if I had a preference. After describing available townhomes and apartments, April asked me if I would like to come in to see the apartments. Her overall demeanor during our phone call was very good. She seemed to be knowledgeable of the community. After our conversation, I was looking forward to visiting the community.

The call last 3:35 minutes.

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?No0/0
  • 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 community was very easy to find and all of the community signs appeared well maintained. The rental office was also clearly marked and easy to find. There were some additional directional signs on the grounds that made the community easy to find as well. The property was very neat and trash free. The leasing office was very inviting and felt very modern. No refreshments were made available but the office was comfortable just the same.

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 April stood to greet me and she shook my hand. She was dressed professionally in business casual. Her makeup was a little strange, she had on red/coppery eye shadow which seemed more like a costume look than office appropriate. I was a little distracted by it. April did introduce herself and asked me to fill out my email on a guest card. April seemed genuinely interested in helping me find a suitable apartment at the beginning of the appointment.

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?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?No0/1
  • Did the Leasing Consultant ask or confirm why you are moving? No0/1
  •  Total: 4/8
    4
    50

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

April confirmed that I heard about the apartments on apartments.com. When we met she did confirm my move-in date and the number of occupants. April did not ask me for any special features during the phone call nor confirm special features during our tour. April did not confirm my phone number but she did discuss the two bedroom apartments that were available. She did not confirm my current address or ask why I was moving.

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?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?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?No0/2
  • Did the Leasing Consultant spend enough time with you throughout the demonstration?Yes2/2
  • Were your objections overcome?No0/2
  • Was the vacant/model comfortable (lighting, temperature, clean)?Yes2/2
  •  Total: 10/20
    10
    50

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

I toured a model two bedroom apartment. April really didn't ask me any questions about myself during our tour. April got right down to business and discussed the apartments features rather than finding out more about me. April discussed the updated kitchen and bath and she mentioned that some of the apartments had medicine cabinets and some did not. The large apartment size was one of the benefits April highlighted during our tour. She also let me know that the apartment was cable ready in both the master bedroom and living room. Overall the tour was not personalized but April seemed to have a good handle on all that the apartments had to offer. The model was very comfortable and cozy. It was very well staged.

The objections were not overcome. The model apartment had an odd layout, the bedrooms were directly off of the kitchen with the living room in the front. I commented on the odd layout and instead of having something positive to say she confirmed that other prospects made the same remark about the odd layout. She seemed uncomfortable and cringed when she shared this information with me. I also objected to having the laundry in its own building and she had absolutely no comeback. Almost before I could even finish my objection she just agreed with me that not having laundry in the same building as the apartment wouldn't work. Her negative attitude made me feel like the community did not have an apartment that would meet my needs.

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?No0/2
  • 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: 29/35
    29
    82.86

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

After the model tour, April did invite me back to the office. April did not offer me an application but she did discuss the application process and she let me know what information I would need to provide if I wanted to move forward. She did confirm my move date and she also let me know what specials were currently in place.

Overall, I did not have a sense of urgency. April was not able to overcome my objections and seemed to shut down once the objections (no laundry and no ground floor apartment) presented themselves. April did not share any information about the surrounding community. She did not ask me where else I was considering when the time came to move. I was given a folder containing a brochure, leasing information and a floor plan information as well. I felt like April did her best, she just seemed easily thrown off with my objections and never really recovered.

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?" :

When I asked about the safety in the community April let me know that that wasn't information that she would have. When I asked her if any of the buildings were kid free she let me know that there were no restrictions. April did not do anything that could have been perceived as discriminatory.

Performance Evaluation

Total Phone Score: 83%
On Site Score: 70%
Total Score: 0%

General Questions