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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?Yes0/0
  • 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?N/A0/0
  • Did the Leasing Professional describe apartment features and/or amenities? (Please explain in the comment box at the end of the section.) Yes3/3
  • Did the Leasing Professional create a sense of urgency?N/A3/3
  • Did the Leasing Professional extend an invitation for you to visit the community?No0/3
  • 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: 97/100
    97
    97

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

Robert answered after the 3rd ring. He answered with the name of the community and he introduced himself. I told him I was checking on availability of their apartments. He asked me what size apartment and when I wanted to move. I told him either a one or two bedroom depending upon size and price in December. Robert checked his availability and gave me the starting prices and he asked me that was in my price range. I said it was. I asked about an updated apartment. He asked if that what I was seeking. He asked me what website I was looking at. He asked for name, number of occupants, and if I had any pets. I said I had a small dachshund. He gave me the pet fees and he gave me a quote on the updated apartment with a pet. I asked about the online pictures waiting for him to invite me in for a tour and he did not. He proceeded to tell me I could apply online.

I had to ask if I could come in a see an available apartment. He asked if I could come in that same day. We agreed on 1:30 PM. He asked if I knew where they were located. He took my phone number and email. He asked if I had any preferences and I told him I wanted a bottom floor. He knew immediately what he had available. He told me what came standard in each unit and what was included in the rent.

Robert proceeded to ask me a series of Covid questions. He repeated our appointment time and the call ended.

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?Yes0/0
  • 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?Yes0/0
  •  Total: 0/0
    0
    NAN

Please tell us your observation of the community below in the comment box. :

The community was clean as well as the leasing office.

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?Yes2/2
  • Did the Leasing Professional shake your hand?N/A0/0
  • Did the Leasing Professional introduce him/herself?Yes3/3
  • Did the Leasing Professional obtain your name during the visit?Yes2/2
  • Did the Leasing Professional continue to use your name in the conversation?No0/1
  • Did the Leasing Professional ask you to sit down?N/A2/2
  • 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? No0/0
  • Did the Leasing Professional remember your telephone call?Yes0/0
  • Did the Leasing Professional have previous information on you readily available?Yes0/0
  •  Total: 18/19
    18
    94.74

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

I enter the leasing office. Robert was behind the plexi-glass but he stood to greet and called me by name. He told me they were doing self-guided tours so I could look around on my own and ask him questions.

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.) N/A2/2
  • Did the Leasing Professional determine how you knew about the Community?N/A2/2
  • 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?Yes2/2
  • Did the Leasing Professional identify phone number?Yes2/2
  • Did the Leasing Professional identify price range or budget?Yes1/1
  • Did the Leasing Professional identify if you have any pets?Yes2/2
  • 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
  •  Total: 23/26
    23
    88.46

Comments on Qualifying Needs. :

Most of these questions were covered over the phone earlier that morning before my arrival.

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?Yes2/2
  • Did the Leasing Professional mention our Resident Services department and our 24 hour emergency maintenance?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?Yes2/2
  • Did the Leasing Professional show a model apartment that was clean and neat? 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. No0/1
  •  Total: 16/19
    16
    84.21

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

I enter the leasing office. Robert was behind the plexi glass but he stood to greet and called me by name. He told me they were doing self-guided tours so I could look around on my own and ask him questions. I looked around and he told me the renovated unit would be ready for me on December 8th. He showed me pictures on his computer from afar and he explained the differences between what I was viewing and the renovated apartment. He told me they are no longer doing the island kitchens. He did point out some other features. He had a folder ready for me with the address of the available apartment on the community map. We reviewed my move date and told me if I could wait until February, I could get an island kitchen. He told me the accent wall was $99. After only 8:00 minutes in the leasing office, Robert said I could call him if I had any questions.

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. No0/3
  • 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? No0/0
  • 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?N/A2/2
  • 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?N/A0/0
  • 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?N/A0/0
  • 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?Yes2/2
  •  Total: 17/30
    17
    56.67

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.):

At the end of the short self tour, Robert said he was glad I came in since they were going to be pulling back with onsite tours come Monday. He did not discuss applying at all while I was onsite. He told me nothing about the application process; Although, the the sheet was in the folder he gave me but he did not review it with me.

Robert was very laid back almost too much; Although, he provided me enough information to make an informed 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?", Did the Leasing Professional respond appropriately?N/A0/0
  •  Total: 0/0
    0
    NAN

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

Robert did nothing to discourage me from leasing that day.

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.:

I did receive a voicemail call from Robert the following day.

Performance Evaluation

Total Phone Score: 97%
On Site Score: 80%
Total Score: 0%

General Questions