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Report For McKenzie Bradford at Lake Village Townhomes

Report For McKenzie Bradford at Lake Village Townhomes

0%
Current Score
87.5%
Average Score
  • 88%
    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
  • 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?Yes1/1
  • 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?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: 28/29
    28
    96.55

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.... McKenzie answered the phone introducing the property and stating her name. I told her I was looking for an apartment. She asked for my name and I gave her my first name, Chrissy. She asked how soon I was looking to move, and I told her 3 to 4 weeks.

She asked me a series of qualifying questions. She asked me what size home I needed, and I told her a two bedroom. She described the two-bedroom townhome and asked what I was specifically looking for in the two-bedroom townhome. I told her closet space was important to me. She asked if I wanted gas or electric. I told her electric. She wanted to know how many bathrooms I would prefer. I told her 1 ½ bathrooms. She asked what I budget was, and I told her under $2,000. She used my name a couple times throughout the conversation. She mentioned the current special they were running.

She invited out for a tour. Mckenzie asked for my first/last name, phone number, email, and how I heard about them. I gave her Chrissy Hall, 443-928-1946, benjamin3303@comcast.net, and drive by.

We agreed on 12:15pm and she asked me if I needed directions to the community and I told her I did not. The phone call lasted for 3:16 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
  • 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? Yes0/0
  • 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 was not offered any refreshments. The parking lot and grounds looked neat and free of debris.

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? :

I walked into the sales office. I immediately said, “hi, I am Chrissy.” She said, “hi, nice to meet you, I am Mckenzie.” I said nice to meet you and she shook my hand. She was not overly enthusiastic, but she was nice, and I felt welcome. She offered me a seat.

I observed her filling out a guest card in my name.

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?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?No0/1
  • 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::

She recapped my move in date. She asked what other occupants would be living with me and I told her my son is 15 years old. She asked me if I had any pets and I told her no, but we were thinking about getting a dog. She said they are pet friendly and they just opened a dog park this summer, so it is brand new. She said check in with them, so the dog is not on the restricted dog breed list. She recapped that I preferred electric.

She asked for my ID before we started. She informed me that I would be following her in her vehicle. Another lady walked by and made a comment to Mckenzie but she did not introduce me to that person.

She used my name in conversation and told me that I would have one reserved parking space and the other parking spaces are first come, first serve. I asked if they had a pool and gym. She said they do not, but they are in a very central location. She told me about the Planet Fitness close by. She said they have three parks on property and a tennis court too. She said all lawn care and snow removal is covered by the maintenance team.

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?Yes2/2
  • Was the vacant/model comfortable (lighting, temperature, clean)?Yes2/2
  •  Total: 12/20
    12
    60

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

We walked into the apartment and Mckenzie began to describe the “Villager” open floor layout. She pointed out the living and dining room space and half bath. She pointed out the patio for outdoor entertainment. She asked me what location I preferred, and I said not the street. She pointed out all the electrical outlets and the two ports for cable. She took me upstairs to see the size of the bedrooms. She pointed out the closet space throughout the apartment knowing that was important to me; however, she didn’t ask me if that was enough space.

I asked if there were a lot of children in the community since I am bringing a teenager along. She said there are multiple school bus stops so I wouldn’t have to worry about him walking alone.
I then asked about safety in the community and Mckenzie told me they have courtesy security patrol. I asked if I could get an alarm system and she said I could. She told me I would have to give the security code to the maintenance team. She told me what was included and not included in the rent. I asked what the average BGE bill was and she said it is based on individual use, so it was hard to quote me an average. She did tell me that sewage bill is based off of occupancy so for two adults it is between $30 and $60.

We left the apartment and Mckenzie asked if I wanted to view the dog park. As we walked, she told me that Old Mill High School is the local high school was in the area. She pointed out the pet stations throughout the property. She asked me if I knew what kind of dog I am thinking about. I told her we were thinking about a German Shepard. She shared how her family member rescued two German Shepherds.

Mckenzie had opportunity to ask me questions about why I was moving to gauge how motivated I was yet she stayed focused on delivering the information about the apartment and the community.

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? 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? 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?Yes4/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?Yes5/5
  •  Total: 34/35
    34
    97.14

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

She asked me to follow her back to the office. We sat at the office and she gave me the rate of $1,529. She said if I could move within the next two weeks, I could get the 1st month rent for free. She asked me if I would like to start the application process and I told her I had a few more places to look at. She told me about the application process which included the background check and security deposit. She assured me the process went quick. She told me about my paystubs I needed to bring. She spent time calculating the income I would need. She gave me the pet policy sheet and told me about the pet fees. She gave me a list of restricted breeds.

She wrote down the prices and showed me the paper application. She also told me about the online application process. She asked me if that day was my apartment search day and I told her it was, and she did not ask me where else I was looking.

She thanked me for coming in and shook my hand to say goodbye. Mckenzie was very professional and thorough. She was soft spoken and seemed at ease with giving me all the information. She was wearing a dress and pair of boots.

Mckenzie did not probe into why I was moving so she didn't know that I had sense of urgency. She didn't ask about my current living situation. The call lasted for 21:53 minutes.

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?" N/A0/0
  • 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 then asked about safety in the community and Mckenzie told me they have courtesy security patrol. I asked if I could get an alarm system and she said I could.

I asked if there were a lot of children in the community since I am bringing a teenager along. She said there are multiple school bus stops so I wouldn’t have to worry about him walking alone.

Performance Evaluation

Total Phone Score: 97%
On Site Score: 84%
Total Score: 0%

General Questions