Report For Monica Oliver at Chapel Manor

Report For Monica Oliver at Chapel Manor

Current Score
Average Score
  • 45%
  • 64%
  • 25%50%75%100%

Performance Evaluations


  • 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?No0/4
  • 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?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?No0/1
  • 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?No0/1
  • Did the Leasing Consultant create a sense of urgency?Yes1/1
  • Did the Leasing Consultant attempt to set an appointment with you?No0/5
  • 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?No0/1
  •  Total: 9/29

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): :

I called Chapel Manor on a Monday morning. An employee answered, "Thank you for calling Chapel Manor. This is Monica. How may I help you?" I said I was calling for pricing on an apartment. She said, "Okay. And what size apartment are you looking for?" I told her one or two bedrooms depending on the price. She asked, "When are you planning on moving?" I told her my lease was up June 30th. She said, "We have a two bedroom one bath for $1,152." She went on to say that was the only option for my time-frame. I said, "Okay. I may be able to do that."

Monica hesitantly asked if I wanted to come in or fill an application out online. I told her, "I would like to see it first." She said they were open until 5:00 PM and that there was a model to view. I told her I could get there by 9:45 am or 10:00 am. She said, "Okay. I will be here." Before we hung up she asked my name and said she'd see me when I got there. The call ended.

The call lasted only 2:15 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? 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

Please explain your answers, if necessary, to the questions related to the site observation: :

The property was easy to find and clean. I was not shown the amenities nor told about what amenities were available.


  • 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

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

Monica re-introduced herself to me and shook my hand. She had me fill out a guest card with all my contact information and she seemed genuinely interested in helping me.


  • 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?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?No0/1
  • Did the Leasing Consultant ask or confirm why you are moving? No0/1
  •  Total: 3/8

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

Monica did not ask about how I learned about the community. She did not ask about number of occupants nor preferred features.

Monica did confirm my move in date and apartment size.


  • Did you see a MODEL or a VACANT?N/A0/0
  • Was a convenient route taken to the vacant/model apartment? Yes1/1
  • Were any energy saving features discussed and/or explained? (i.e. New HVAC system; LED Bulbs; and/or electrical outlets). No0/1
  • 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?No0/2
  • Were benefits or features in the apartment pointed out or discussed with you?No0/2
  • 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: 7/20

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

When I arrived, Monica was helping a resident so I took a seat and waited. Once the resident got up to leave, I walked over to Monica's desk. She asked if I had called. I said yes. She reintroduced herself saying, "Hi, I'm Monica." I responded with my name. She said, "So you are interested in a two bedroom." She explained that the model was a two bedroom, two bathroom.

As she scanned her list, Monica asked, "When do you plan on moving?" I told her my lease is up June 30th. She said, "So July." I responded, "Yes, very close to that date." She said, "We have one two-bedroom, one bathroom available." I asked, "When is the move in date?" She said, "It would be around your time frame. The others will be late July early August." She told me she could show me the model next door and the major difference would be the extra bathroom.

Then she got the key and we headed out of the door. Once we reached the model there was maintenance being done to the front door. We waited for a few seconds and then was able to go in. She pointed out that the living room and kitchen would be mostly the same with the exception of the painted kitchen walls. She pointed out the rooms and hallway closet. She reminded me the available unit would not have a second bathroom. I looked around, asked about the built-in closet design and then we headed back to the office.

When we reached the office Monica asked, "So does it seem like something you'd be interested in?" She said the two bedroom, one bath units were going pretty fast and reminded me of the price, $1,152. She said, "We don't have a date ready yet because they just moved out but it works perfect for you and your time frame." Then she had me fill out a contact card with my name, phone number, address, etc.

As I was completing the form she asked where I worked. I told her I did a little work from home but my husband worked full-time as a teacher. She said his application fee would be waived and we'd get a monthly discount off our rent. I told her that would put us back in the budget. She said, "It would be $1,072." I asked if the apartment had a washer, dryer, and dishwasher. She said it would have a dishwasher but not a washer and dryer. She went on to explain how each building has a laundry facility and some apartments have units inside but that the one available does not. Then she double checked her list. I said, "I don't know. I really need a washer and dryer."

From there I gave her the contact sheet and she reviewed my information. She asked if we'd want to apply online. I asked if that was the normal process. She explained that to apply in person my husband would have to be present but we could apply online. She emphasized doing the electronic signature and sending them copies of our IDs. She said, "I will be looking for your application." Monica then gave me a packet of information.

At that time a worker came in so she turned her attention to him for 3 minutes. When she was finished she said, "I will be looking for your application and ID's once I receive that I will be able to process your application. If you and your husband decide to come here." I opened the packet of information and checked to make sure her card was included. She encouraged me to move quickly and informed me that two bedroom apartments rent quickly. I thanked her and she said, "Have a good one. Bye Ashlee."


  • 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? 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?N/A0/1
  • 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?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?No0/5
  •  Total: 20/35

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

Monica said that my husband and I could come back to the office to apply or do it online. She detailed the application process and created a sense of urgency by saying the two bedroom apartment rent quickly. She also told me about the teacher application fee waiver and rental discount.

Monica did not ask why I was interested in the property. She did give me a brochure and business card.

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

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 Monica if any of the cars had ever been broken into and she said not to her knowledge but I could check with the local police station. Also, I wanted to know if the pool area gets over crowded with a lot of children in the summer and she said they do rent to anyone that qualifies so their will be children at the pool area.

Performance Evaluation

Total Phone Score: 31%
On Site Score: 51%
Total Score: 0%

General Questions