Top

Report For Anthony Brazile at Richmar Apartments

Report For Anthony Brazile at Richmar Apartments

0%
Current Score
85.42%
Average Score
  • 85%
    12-22-2018
  • 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?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?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?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: 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): :

After the 2nd ring...” thank you for calling Richmar Apartments this is Anthony speaking, how may I help you?” Anthony answered the phone with a sense of urgency perhaps speaking a little too quickly. I told Anthony I was checking on availability of his apartments. He asked me how soon I was looking to move in. I told him within the next couple of weeks. He asked for my first and last name. He seemed to struggle with my last name but did not ask me to spell it. He wanted to know if I needed a one or two bedroom. I told him a two bedroom. He asked me if I was looking for anything specific. I told me I would like a washer and dryer in the unit. He told me for my time frame he only had one available. He then described the two-bedroom with a one bath going for $1,399. I hesitated slightly and he asked if that fit my budget and he offered me an alternative for a lesser monthly rate if I considered no washer and dryer in unit. He assured that the laundry facility was at the bottom of each building. I told him I would consider either. He described a two- bedroom, two-bath going for $1,279 on a two week move in special.

He told me what was included in the rent and the only thing I pay for is BGE and cable. He invited me in for a tour. We agreed on 3:00 PM. He asked for my phone number. I gave him 410-989-8635. He asked me if I needed directions.

Anthony used my name in conversation. He thanked me for calling and repeated our appointment back. The call lasted for 4:42 minutes. He seemed very professional and personable.

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? Yes0/0
  • 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: :

Overall, the community looked to be in great shape. The parking lot was clean. The leasing office had a warm and inviting feel.

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?No0/1
  • Did the Leasing Consultant seem genuinely interested in helping you?Yes1/1
  •  Total: 3/4
    3
    75

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

I walked into the sales office. There was a lady to my left sitting at her desk. She was on the phone. Directly ahead of me sat Anthony. He looked at me and said, “Tina” as if he was expecting me. I said, “Anthony”. He stood up and shook my hand. He immediately asked if I had any problem finding them and I said I did not. Anthony recapped our phone conversation and only confirmed a two week move in and I wanted a two bedroom. Also, he asked me how many occupants. I said just me. He described to me what we were going to tour which was the two-bedroom I needed with a washer and dryer in unit. He was wearing a demin dress shirt that was hanging out of his pants. He had a crisp clean pair of casual dress pants with dress boot shoes.

Qualifying

  • 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?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?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? Yes1/1
  •  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::

After I arrived while still in the leasing office, Anthony did not take the time to review our phone conversation but he did cover some of the questions during the demonstration as we walked the vacant.

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?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: 16/20
    16
    80

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

Anthony asked me how many places I have seen already, and I told him four communities. He didn’t take the opportunity to ask me which ones. He then asked me if this has close to work and I said it was very central to everything.

Anthony asked for my ID before we began the tour. Anthony asked me to follow him in his car to the vacant apartment. As we got out of our cars Anthony asked me why I was moving. I told him I was selling my house and waiting on my closing date which would be soon.

We walked into the vacant. From the front door he began pointing out the living and dining room and the walk out patio.

I told him I liked the safety bar on the patio door and asked him if they have had any problems with break-ins. He said they did not and told me they have security patrol that rides through the community. He said his community manager has been with the company for 27 years and nothing goes on without her knowing. I asked how long he has been at the property and he said since June. We continued the tour and he pointed out the wall mirror in the dining area. The apartment looked exceptionally clean. He told me they don’t keep old appliances and they keep on top of checking to see if replacements are necessary. He pointed out the washer and dryer. He led me through each room and was very thorough in his description of the apartment. He talked about how a king size bed would fit.

After we toured the first vacant, he offered me an alternative available apartment without a washer and dryer for $1,279. I followed him in the car to the 2nd vacant.

Anthony was very professional and personable.

Anthony kept rubbing his back as if he was in a lot of pain, so I had to ask him if he was ok. He laughed it off and said he was ok, but he continued to rub his back above his waist. I felt bad for him.

After I followed him to the 2nd building we walked to the entrance and he proactively told me that this is a big family community (I didn’t ask). With that he told me it was 459 units. He said the sound of the kids playing now is about as loud as it gets and it is “pretty quiet”, he said. He told me they are close to many shopping areas.

We entered the vacant. This unit was more space and he explained is was less money, but the trade-off was not having the washer and dryer. Once again, he led me through each room pointing out all the features very thoroughly. He asked me what I thought, and I told him I had other places to see. I asked how many units like this one were available and he said just “one” and we laughed with a sense of urgency. He told me cleaners came in every day and kept the hallways spotless.

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?N/A2/2
  • Did the Leasing Consultant mention any specials or incentives that were currently being offered?N/A3/3
  • 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?N/A4/4
  • 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).:

I followed him back to the leasing office.

We sat back at his desk. He told me about the application fee of $30 which would hold the apartment and said I wasn’t obligated to anything. He informed me that the apartment has been rented twice within the last week and it fell through indicating it was in high demand. He told me they have a very low vacancy. He also mentioned, again, that “the community manager has been at the property for 27 years and goes above and beyond like no one else, so they have high retention.” He said it is his first year in leasing and he plans on staying, he loves his job.

Lastly, he gave me a folder and told me what was in it. He didn’t have a card but wrote his name down on the back of Kim Highlander’s business card. He told me that Planet Fitness is close by if I needed a gym.

Anthony asked when I was going to decide. I told him right after Christmas. I told him I wasn’t going to do the application today and he said I could do it online. He told me what I needed to apply and said the approval process was quick. He used my name throughout the tour.

He thanked me for coming in and the call ended. He gave it his best shot to close me without being pushy. Anthony was very genuine is his style and he created a sense of urgency for that last available vacant.

Anthony did follow up with a phone call and voicemail on 12/31/2018.

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?" No0/0
  • 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 told him I liked the safety bar on the patio door and asked him if they have had any problems with break-ins.  He said they did not and told me they have security patrol that rides through the community.  He said his community manager has been with the company for 27 years and nothing goes on without her knowing. 

Performance Evaluation

Total Phone Score: 86%
On Site Score: 85%
Total Score: 0%

General Questions