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Report For Jacqueline Collins-Williams at Stage Coach

Report For Jacqueline Collins-Williams at Stage Coach

0%
Current Score
68.47%
Average Score
  • 58%
    2-15-2020
  • 79%
    9-6-2020
  • 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?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?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?No0/1
  • Did the Leasing Consultant create a sense of urgency?No0/1
  • 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: 21/29
    21
    72.41

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): :

The phone was answered on the 3rd ring. It was answered by a woman who identified the community and herself. She stated "I am so glad you called Old Stage, Stage Coach, and Seven Square Apartments this is Jacqueline, how may I help you?". I told her I was interested in an apartment. She then asked a series of question which led me to providing my name, size of the unit, and move in date. She then explained that there were 3 communities and no units available during my move-in date.

Jacqueline provided her next move-in date and asked if I was flexible. I told her I was. She then quoted a price and began to explain the unit had upgraded features. As she was explaining the upgrades, she mentioned it would be better for her to show it to me. She said that she had a model and the only distinguishing feature would be a patio. She then asked if I would like to come in, I told her it that I wouldn't mind. She asked for a time frame, I provided her with the information. She told me she would pencil me in, I thanked her and we ended the call.

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?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: :

It was a quaint community off the main road. It was easy to locate, there were a couple of large signs leading to the leasing office. The grounds were well maintained as well as the landscaping. The office was neat and clean as well.

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?Yes1/1
  • 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: 4/5
    4
    80

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

I was greeted immediately by Jacqueline upon entering the leasing office. She began to ask a few questions. After a few questions, she was able to remember our phone conversation. She sat behind the desk while speaking to me. She filled out the guest card for me, it was not pre-filled so I was under the assumption she did not take notes during our phone call so she wasn't prepared for my visit.

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?N/A1/1
  • Did the Leasing Consultant ask or confirm why you are moving? No0/1
  •  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::

Jacqueline uncover my needs by filling out the guest card. She went down a list of questions from using the guest card. It was straightforward. She did not ask what my current address was but she used my ID to put that information on the guest card. She did not ask why I was moving either.

Demonstration

  • Did you see a MODEL or a VACANT?Yes0/0
  • 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?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: 13/20
    13
    65

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

Jacqueline was enthusiastic throughout the tour. She showed the laundry room and the fitness center as well as a model. She went through the model identifying living areas and the features within each one. Features included types of appliance, lighting, wall to wall carpet and closet space. She asked how I liked the apartment towards the end of the tour. We didn't discuss the neighborhood.

On our way out of the model, a couple came in looking for a unit and she invited them to join our tour. We then visited the community amenities. We went back to leasing office.

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?No0/10
  • Did the Leasing Consultant confirm your move in date?No0/2
  • 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?No0/2
  • 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? No0/1
  • 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?Yes4/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?No0/5
  •  Total: 9/35
    9
    25.71

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

Jacqueline did not attempt to close me and ask if I wanted to apply. I felt a little neglected towards the end because I didn't want to visit the model again as she wanted to show the couple that joined our tour. I felt her trying to juggle two prospects at the same time was a bit much for her. She didn't talk about how to apply but she did mention the fees associated with the application and the security deposit. She didn't ask if I wanted to apply, she just handed me a folder and explained that she was the weekend consultant. She was not rude during this time but friendly and professional. She told me to call if I had any more questions and we concluded our interaction. She then began to deal with the couple who needed to see the model. My tour was finished and I thanked her and left.

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?" :

Jacqueline responded that those who qualify live here and she would refer me to a website where I could check the safety of the neighborhood.

Follow-Up within 48 hours

  • Did the Leasing Professional follow up within 48 hours of your visit? Yes5/5
  •  Total: 5/5
    5
    100

Please explain what day and time your received a follow up. Did the Leasing Professional follow-up by email or phone call?:

Moday 2/17 I received an email from Leaura Moulden

Performance Evaluation

Total Phone Score: 72%
On Site Score: 52%
Total Score: 0%

General Questions