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Report For Crystal Smith at Richmar Apartments

Report For Crystal Smith at Richmar Apartments

0%
Current Score
71.88%
Average Score
  • 72%
    4-24-2019
  • 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?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? Yes1/1
  • 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?No0/1
  • Were the apartment features described before a price was given?No0/1
  • 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: 25/29
    25
    86.21

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): :

Crystal answered the phone and gave the name of the community and then introduced herself. Crystal was very professional and personable over the phone. She asked for my name early in the conversation and used my name throughout.

Crystal qualified me for movie in date, number of occupants, and pets but she did not ask me if I was looking for any special features. Outside of price Crystal mentioned that the apartments were very spacious and she invited me to come out for a tour. Crystal told me that the two bedroom apartments were starting at $1,349 and I told her that I was hoping to stay around $1,200 a month in rent. She recommended a one bedroom but did not provide any additional information about the apartment or community features. Crystal asked me if I could come out for a tour that same day. Her urgency created a sense of urgency in me. She set an appointment for later that same day. During the phone call, Crystal was very positive, upbeat and I was looking forward to visiting Richmar Apartments.

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?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: :

Richmar was very easy to locate and the first signage upon entering the community was in good repair and felt established. There were plenty of directional signs leading to the rental office which was also easy to find. All of the signs were neat and well cared for, I did not notice any that were in need of repair. The grounds were neat and seemed to be well maintained. The landscaping and flowers were attractive and there were spring flowers that looked well tended to.

There was no visible trash around the dumpsters or broken furniture. The office was neat and inviting. Both of the desks in the office were tidy and everything seemed to be in the right place. Overall, my first impression was positive. The community seemed to be well maintained.

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, Crystal stood to greet me after I introduced myself. She was dressed professionally and a long flowery dress that would have been appropriate in any office setting. I did see a partially completed guest card on her desk. The tour started immediately and Crystal asked for my ID so that she could take me on a tour. Crystal seemed excited to show me the apartment.

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? Yes1/1
  •  Total: 7/8
    7
    87.5

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

Crystal asked many of these questions over the phone so points given for onsite.

During the tour, Crystal confirmed that I need to move in two weeks but she did not go over any of the other qualifying questions when I arrived. She did mention that I was interested in a two bedroom and that's what she showed me. As we walked to the vacant apartment Crystal asked me where I lived and I told her that I was living in the city. She also asked me why I was moving and I told her that I was going through a breakup.

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?Yes2/2
  • Did the Leasing Consultant mention maintenance and their quick response?Yes2/2
  • 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: 18/20
    18
    90

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

We toured a vacant apartment. As we walked to the apartment Crystal asked me where I currently lived and my reason for moving. Other than that she did not attempt to find out more about me during the tour. She did ask me several times if I liked different features as we toured including the black appliances. As we made our way to the vacant, Crystal mentioned that her manager, Kim, had been in her position for over 20 years. Crystal also pointed out that there was a pool and a grilling area on the grounds as well as storage and a laundry room in every building.

Crystal commented on the size of the apartment during the tour as well as the open floor plan with a large island. Unfortunately, Crystal did not personalize the tour by discussing my belongings or furniture. I did feel as though she took her time with me and demonstrated the apartment well. My objection was that the rent was too high and I wanted to stay around $1,200 in addition to utilities. Crystal told me that water and trash were covered in the rent which added more incentive to move forward. The vacant that we toured was clean and move in ready.

Closing

  • Did the Leasing Consultant invite you back to the office?No0/1
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process?No0/10
  • 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? Yes1/1
  • Did you feel that the leasing consultant was giving the sale his/her best effort?No0/2
  • 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: 15/35
    15
    42.86

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

Crystal did not invite me back to the office but when we left the apartment she started walking towards the office and I followed. Crystal mentioned the application but she did not discuss the process or ask me to apply. She told me that she would give me the application if I did decide to apply. Crystal told me that the prices fluctuate all the time which created a sense of urgency. She said that she understood that the current price was more than I was interested in paying.

She did not discuss neighboring properties or area amenities. She did give me a brochure, an application, and her business card. Overall, I felt like Crystal gave the sale a good effort but maybe not her best. She really did not create a sense of rapport during the tour and even walked several paces ahead of me as we made our way to and from the vacant. Leaving the vacant, we made our way back to the office in silence. Crystal stated that she understood that the rent was more than I was willing to pay but she really didn't do anything to overcome my objection. Based on her performance I would have still rented from her. She was very professional, knowledgeable and patiently answered all of my questions during the tour.

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 Crystal if the building's main entrances were locked and she told me that they were not. I asked her if the unlocked doors had caused any security issues and she told me that there were none that she was aware of. When I asked her if there were a lot of families that lived in the community she told me that she would be in violation of fair housing if she answered that question. Nothing that Crystal did or said during the tour could have been perceived as discriminatory.

Performance Evaluation

Total Phone Score: 86%
On Site Score: 66%
Total Score: 0%

General Questions