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Report For Zhane' Truesdale at Richmar Apartments

Report For Zhane' Truesdale at Richmar Apartments

0%
Current Score
71.88%
Average Score
  • 72%
    06-23-2019
  • 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?No0/1
  • 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?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?N/A1/1
  • 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?No0/1
  • As a result of the conversation were you looking forward to visiting the community?No0/1
  •  Total: 22/29
    22
    75.86

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): :

Zhane answered the phone with the name of the community and she introduced herself. Her tone lacked enthusiasm. It felt like she was just going through the motions. She was sure to ask me what size apartment I was looking for and when. She also asked if I had any special preferences. She was able to find an apartment within my preferences for my time period and gave me the pricing. After giving me the pricing she did not ask if that was in my price range but I did say, "that would work" so points given. She soon asked if I would like to make an appointment to see the community. She also asked if she could have my phone number to text me the address. That was a nice touch. I ended the phone conversation indifferent about the appointment.

The phone call lasted 2:57 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?No0/0
  • 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: :

The complex seemed to maintained fairly well, as were the playground and dog park. The leasing office was bright and spacious. Although I requested to see the laundry facilities, I was told that I couldn't because it remained locked and she did not have a key.

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?No0/0
  • 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?No0/1
  • Did the Leasing Consultant seem genuinely interested in helping you?No0/1
  •  Total: 1/4
    1
    25

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

Zhane was not very welcoming. She stayed at her computer as I walked into the office and sat down. She wore a black off the shoulder ruffled jumpsuit which seemed too casual for work. No written paperwork was completed- everything was communicated via word of mouth. She seemed as if she didn't mind helping me; however, I felt as if I was in her way.

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?No0/1
  • 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?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::

Zhane asked for my ID and we walked over to the the vacant. She asked me many of the qualifying questions as we walked to the vacant. She was very thorough regarding the qualifying questions, pricing , and availability. She additionally asked me if I had any pets and told me what those costs would be.

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?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?Yes2/2
  • 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: 16/20
    16
    80

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

As we walked to the vacant she told me about the community amenities. As we entered the vacant, she did lead me through each room and she made a few comments about the unit pointing out where furniture could go.

The hallway of the building was littered with takeout menus. Upon walking in the unit, there was a strong odor of perhaps paint or some chemical finish. It was very distracting. Zhane mentioned the process to put in service requests and spoke to the long tenure of the onsite staff with the company. She let me view the unit on my own for the most part and answer questions when needed. The inside interior of the unit was clean and bright.

I had initially wanted an in unit washer and dryer but Zhane said they only had laundry facilities. I requested to see the laundry facilities, I was told that I couldn't because it remained locked and she did not have a key.

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?No0/3
  • 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?Yes1/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?Yes1/1
  • 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?N/A2/2
  • 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?No0/5
  •  Total: 23/35
    23
    65.71

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

Zhane did create a sense of urgency by telling me that residents stay for years because of the service. She asked me if I wanted to apply that same day and informed me what that process looked like both online or on paper. She included a paper copy of an application in my take home folder. When I told her that I was still shopping around, she asked me what other communities I was looking into. She sent me home with a copy of the floor plans as well. She did not give me a business card.

Zhane was very passive and seemed more to ask questions because it was required rather than out of concern. She didn't seem enthusiastic about her community. While she knew the questions to ask, the initial contact, as well as demonstration could be improved with brightening her tone of voice with more enthusiasm to make the prospect feel welcome.

The onsite visit lasted only slightly over 13 minutes. Based on Zhane's personality I feel like she thought she was giving her best sales effort.

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?" :

Zhane made it clear that the community rents to anyone who applies. When asked about the safety of the community, She said that was not an issue.

Performance Evaluation

Total Phone Score: 76%
On Site Score: 70%
Total Score: 0%

General Questions