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Report For Robert Capers at Queens Purchase

Report For Robert Capers at Queens Purchase

0%
Current Score
68.65%
Average Score
  • 86%
    3-26-2019
  • 77%
    09-21-2019
  • 58%
    02-22-2020
  • 34%
    10-8-2020
  • 88%
    11-12-2020
  • 25%50%75%100%

Performance Evaluations

Telephone - 100 points possible

  • Did the Leasing Professional answer with the name of the community? (State the exact greeting in the comment box at the end of the section).Yes3/3
  • Did the Leasing Professional identify him/herself?Yes3/3
  • Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • Did the Leasing Professional effectively use your name in conversation?Yes3/3
  • Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • Did the Leasing Professional ask for your telephone number? Yes15/15
  • Did the Leasing Professional ask for your email address?No0/0
  • Did the Leasing Professional ask how you knew about the community?Yes3/3
  • Did the Leasing Consultant determine apartment size?Yes5/5
  • Did the Leasing Consultant determine move-in date?Yes5/5
  • Did the Leasing Consultant determine number of occupants?Yes5/5
  • Did the Leasing Consultant determine if you had any pets?Yes5/5
  • Did the Leasing Consultant determine your price range?Yes5/5
  • Did the Leasing Consultant determine specific needs (i.e. w/d connections, up/downstairs, fireplace)?Yes5/5
  • Did the Leasing Professional suggest you visit the company website?No0/0
  • Did the Leasing Professional describe apartment features and/or amenities? (Please explain in the comment box at the end of the section.) No0/3
  • Did the Leasing Professional create a sense of urgency?No0/3
  • Did the Leasing Professional extend an invitation for you to visit the community?Yes3/3
  • Did the Leasing Professional try to set a specific appointment? (Please explain in the comment box at the end of the section.)Yes15/15
  • Did the Leasing Professional offer directions to the community?Yes3/3
  • Based on the Leasing Professional's presentation, were you motivated to visit the community? Yes10/10
  •  Total: 94/100
    94
    94

Telephone Comments (Please provide the phone conversation from start to finish. All details are necessary.):

Robert answered with the name of the community and then introduced himself. He did ask for my name and he used my name several times throughout the conversation. Robert seemed to be a very nice guy and made the conversation very easy. He asked if I had specific needs within the community and I told him that I was looking for an updated apartment. Robert quoted me prices for available two-bedroom apartments but he did not describe specific amenities.

Robert did ask me if I was interested in coming out to visit the community and I said yes. We scheduled an appointment for later that same day. Robert also made sure I had the address and told me that if I got lost I could call him which was nice. Based on his presentation I was looking forward to visiting the community.

Community information

  • Did you easily locate the community?Yes0/0
  • Were the main community signs clear, visible and in good condition?Yes0/0
  • Were there adequate signs directing you to the community?Yes0/0
  • Were the lawns and landscaping neat and trim, and free of all trash?No0/0
  • Was the general appearance of the parking area in good condition and free of trash?Yes0/0
  • Was the leasing office clean, neat, and orderly?Yes0/0
  • Did the leasing office communicate warmth and welcome?Yes0/0
  • Was your first impression of the community and curb appeal a positive one?No0/0
  •  Total: 0/0
    0
    NAN

Comments (Please explain your site observation). :

I didn't have any problems finding the community. There were directional signs and they all seemed to be in good repair. Locating the leasing office was also easy. The grounds weren't in great shape and the grass looked sparse in many places. There was no real landscaping to speak of. The entire community looked like it had just come out of a hard winter and really could have used some sprucing up. There was considerable trash in the dumpster but no broken furniture. The parking lot was clean and in good condition. Overall the curb appeal wasn't very good. The grounds looked run down. The leasing office was tidy and welcoming.

Greeting - 20 points possible

  • Did the Leasing Professional greet you with a smile, or if busy, acknowledge you immediately?Yes2/2
  • Did the Leasing Professional stand to greet you?Yes3/3
  • Did the Leasing Professional shake your hand?Yes0/0
  • Did the Leasing Professional introduce him/herself?Yes2/2
  • Did the Leasing Professional obtain your name during the visit?Yes2/2
  • Did the Leasing Professional continue to use your name in the conversation?Yes2/2
  • Did the Leasing Professional ask you to sit down?Yes2/2
  • Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you?Yes5/5
  • Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? Yes2/2
  • Was the Leasing Professional wearing a nametag? Yes0/0
  • Did the Leasing Professional remember your telephone call?Yes0/0
  • Did the Leasing Professional have previous information on you readily available?Yes0/0
  • If the phone agent was out, was someone else able to help you from the information previously taken over the phone? (Please explain in the comment box at the end of the section.)N/A0/0
  •  Total: 20/20
    20
    100

Comments (Please explain in detail your experience as you entered the leasing office). :

When I arrived Robert stood to greet me and shook my hand. He used my name throughout the visit. He asked me to have a seat. He asked me if I was interested in touring a model or a vacant and I told him that I wanted to just see the model. Robert was wearing a Hen Webb jacket with the company logo and his name embroidered on it. He seemed to remember our conversation and knew that I was interested in an updated two bedroom apartment.

Indentify Needs - 26 points possible

  • Was a guest card completed on paper or electronically? (State who filled out the guest card in the comment box at the end of the section.) Yes2/2
  • Did the Leasing Professional determine how you knew about the Community?Yes2/2
  • Did the Leasing Professional identify size of apartment you needed?Yes1/1
  • Did the Leasing Professional identify your move-in date?Yes1/1
  • Did the Leasing Professional identify number of occupants?Yes1/1
  • Did the Leasing Professional identify phone number and/or email address?Yes2/2
  • Did the Leasing Professional identify price range or budget?Yes1/1
  • Did the Leasing Professional identify if you have any pets?Yes1/1
  • Did the Leasing Professional identify where you live now?No0/1
  • Did the Leasing Professional ask why you were moving?No0/2
  • Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes2/2
  • Did the Leasing Professional create rapport while attempting to determine your needs? (Please explain in the comment box at the end of the section). Yes2/2
  • Did the Leasing Professional demonstrate the features of the model apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
  • Did the Leasing Professional discuss the features and benefits of the model apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
  • Did the Leasing Professional make a photocopy of your identification before giving you keys to a vacant apartment? N/A2/2
  •  Total: 23/26
    23
    88.46

Comments on Qualifying Needs. :

Robert had a paper guest card containing my information. We discussed my specific needs which included kitchen and bath updates. We toured the office/model that was the classic style and Robert showed me images on the computer of the updated apartment features. Robert didn't do anything specifically to create a rapport but he answered all of my questions with ease which in turn put me at ease.

Robert demonstrated the apartment features during the tour and highlighted the apartment size. He also mentioned storage and laundry in every building.

Demonstrating - 19 possible points

  • Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes1/1
  • Did the Leasing Professional use the site plan and/or offer a site plan to show the location of the available apartment?No0/2
  • Did the Leasing Professional mention the professional management?No0/1
  • Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)Yes4/4
  • Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?No0/1
  • Did the Leasing Professional discuss the minimal charge for water or point out that there is free water included?Yes1/1
  • Did the Leasing Professional show an apartment that was clean and made ready? If not, please explain in the comment box at the end of the section. Yes3/3
  • Did the Leasing Professional effectively overcome your objection(s)? Please explain in the comment box at the end of the section. Yes4/4
  • Did the Leasing Professional begin asking closing questions early in the presentation? Please explain in the comment box at the end of the section. No0/2
  •  Total: 13/19
    13
    68.42

Comments on the Demonstration (Please describe your experience while touring with community with the agent.):

Robert was in control of the presentation the entire time. He seemed to be very open to helping me and meeting my needs. Robert toured me in the office which was a two bedroom apartment. He went over the features of the apartment and showed me the upgraded apartments online. He also told me that water and sewage were included in the rent. We toured the rental office. The office space and bedrooms were all tidy and presentable.

My objection was that I needed an updated apartment. Robert showed me images of the updated apartments so I had a clear idea of what the updates would be. He also offered to let me see a vacant apartment with updates.

Closing - 30 points possible

  • Did The Leasing Professional discuss rental rates positively and confidently?Yes1/1
  • Did the Leasing Professional create a sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. Yes3/3
  • Did the Leasing Professional mention current specials?No0/0
  • Did the leasing professional attempt any of the following closes? The closes listed below are worth 5 points each; however, a maximum of 10 points can be earned if the leasing consultant asked two of the four questions. If two of the four questions were answered, then check “Yes” in this box for 10 points. If no, then check this box “No” and no points will be earned. No0/10
  • Did the Leasing Professional ask you to fill out an application?No0/0
  • Did the Leasing Professional ask you question that generated a yes or no answer? Yes0/0
  • Did the Leasing Professional use assumptive phrases (ex: "your apartment", "you'll love living here", etc.?No0/0
  • Did the Leasing Professional use a closing technique not listed above? (Please specify in the comment box at the end of the section.)No0/0
  • Did the Leasing Professional attempt to schedule another visit to the community?No0/2
  • Did the Leasing Professional provide you with any promotional material (business card, brochure, floor plans, etc.)?Yes2/2
  • Did the Leasing Professional suggest you visit the company website?No0/0
  • Based on the Leasing Professional's presentation, would you have leased an apartment?N/A10/10
  • If unable to meet your needs, did the Leasing Professional refer you to another community?No0/0
  • Did the Leasing Professional do or say anything to make your visit "extraordinarily" memorable? (Please explain in the comment box at the end of the section.)No0/0
  • Did the Leasing Professional ask permission to keep in touch?No0/2
  •  Total: 16/30
    16
    53.33

Closing Comments (Please explain all the details of how the agent attempted to close you at the end of the onsite visit. Also, explain your reason for not leasing that same day.):

Robert provided the current rental rates for the classic and updated apartments with confidence. He provided me with a brochure, his business card, and the pet application.

Unfortunately, Robert did not ask any closing questions. He did not ask me to fill out an application at the time during my visit. Based on Robert's presentation I would have rented an apartment from him. Robert was laid back but very knowledgeable and answered all of my questions. He told me that there were available two bedroom apartments through June so I didn't feel any pressure to make a decision.

Fair Housing

  • Did the Leasing Professional say or do anything to discourage you from leasing due to any issues that could have been perceived as discriminatory? No0/0
  • Was the Fair Housing poster clearly visible?Yes0/0
  • When you asked, "What kind of security do you have?" or "Is this a safe area?", how did the Leasing Professional respond? (Please answer in the comment box at the end of the section.)Yes0/0
  •  Total: 0/0
    0
    NAN

Comment (This is mandatory that you answer question #3 in the Comment Box).:

Robert did not do anything that could be perceived as discriminatory. The fair housing signs were also visible in the office. When I asked Robert about security he told me that there was security on premises and that the community was located near the police station.

Follow- Up - 5 possible points

  • Did the Leasing Professional follow-up by telephone within 2 days?Yes5/5
  •  Total: 5/5
    5
    100

What was the follow up date? Please list below.:

He called and left a voice mail on 3.27.19 at 10:43am

Performance Evaluation

Total Phone Score: 94%
On Site Score: 77%
Total Score: 0%

General Questions