Top

Report For Danielle Oldaker at Kings Mill Apartments

Report For Danielle Oldaker at Kings Mill Apartments

0%
Current Score
92.82%
Average Score
  • 96%
    1-20-2019
  • 90%
    07-31-2019
  • 93%
    2-21-2020
  • 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?No0/5
  • Did the Leasing Consultant determine specific needs (i.e. w/d connections, up/downstairs, fireplace)?No0/5
  • 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.) Yes3/3
  • Did the Leasing Professional create a sense of urgency?Yes3/3
  • 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: 90/100
    90
    90

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

Danielle answered on the second ring with "Thank you for calling Kings Mill Apartments and Gateway Town Homes can I help you?" I told her I was looking for an apartment. She asked me for my first and last name. Then she asked for my phone number. She asked if I wanted to give her an email. She asked when I wanted to move and how I had heard of them. She asked if I had pets and what kind. I said maybe a dog but I don't have one. She offered sister properties that accept dogs as they don't at Kings Mill or Gateway. Danielle then describe the features of the apartments at Kings Mill including the water being included in the rent, which would be a savings of approximately $50.00 per month. She invited me to come in and see an apartment so I could see what "my" apartment would look like. She gave me the rent for a one bedroom only; However, she did not ask what size I wanted or how many people were moving with me.

She asked me if I was familiar with the area and gave me directions to the office and their address. We settled on noon the next day, and she asked if it was OK to call me to confirm the appointment. She did not confirm the appointment.

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 is easy to find and the property is clean and trim.

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?Yes0/0
  • 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?Yes1/1
  • 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
  •  Total: 19/19
    19
    100

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

When I entered the apartment, Danielle was alone in the office with two other residents/customers. She kindly asked me to have a seat and she would be with me shortly. When she finished with the others, she introduced herself and shook my hand. I gave her my first name as Suzanne and she started a guest card. She remembered the call and had a guest card ready for my visit. She offered me something to drink. She discussed the one-bedroom again although we had not talked about what size I wanted, but she did ask if I had any preferences in an apartment, where I was coming from and why I was moving.

Danielle took me to the junior model across the hall and pointed out the kitchen, appliances, bedroom and closet space. I mentioned that there was no dishwasher and she asked if that would be a deal breaker for me. We then went to the larger one bedroom and Danielle gave me the price of both. I mentioned a model of a two bedroom so we went through the office and she gave me the price of the two-bedroom apartments. When I mentioned dishwasher again, she told me they have them in the town-homes. She asked me if I wanted to see a town home, she could show me one if I wanted, I declined and said she could show me the layout. She gave me the prices of them and mentioned that some came with washers and described the layout to me and wrote down the prices.

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?Yes2/2
  • Did the Leasing Professional identify phone number?Yes2/2
  • Did the Leasing Professional identify price range or budget?No0/1
  • Did the Leasing Professional identify if you have any pets?Yes2/2
  • Did the Leasing Professional identify where you live now?Yes1/1
  • Did the Leasing Professional ask why you were moving?Yes2/2
  • 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: 25/26
    25
    96.15

Comments on Qualifying Needs. :

Danielle had a guest card partially filled out from our phone call and reviewed it as we spoke. She did identify the correct spelling of my name but did not confirm my phone number or email. When I mentioned dishwashers again, she told me they have them in the town-homes. She asked me if I wanted to see a town home, she could show me one if I wanted, I declined and said she could show me the layout. She gave me the prices of the town-homes and mentioned that some came with washer and dryers. She also described the layout to me and wrote down the prices. Although she did not ask me my price range, I told her I was moving for financial reasons so she may have just been focusing on the one-bedrooms as they are the least expensive.

Danielle was really pleasant and seemed to want to help with whatever my needs were, although she didn't ask or offer what level I preferred or show me locations of what was available in my time frame.

She discussed the differences in layouts between the town-homes at both Kings Mill and Gateway.

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 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?Yes1/1
  • 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. Yes1/1
  •  Total: 16/19
    16
    84.21

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

Although she did not show me the location of a specific apartment, Danielle did tell me they had two bedrooms at both Kings Mill and Gateway. She did not mention maintenance but did tell me that water was included which could be a savings of around $50.00/month and most communities charge for that. Everything was neat and in place in the models. When I mentioned dishwashers again she told me the have them in the town-homes. When I mentioned a pool she told me they don't have one however, there is a pool club nearby in White Marsh. I mentioned pets and she said there are other properties that do accept dogs.

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?Yes0/0
  • 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. Yes10/10
  • Did the Leasing Professional ask you to fill out an application?Yes0/0
  • 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.?Yes0/0
  • Did the Leasing Professional use a closing technique not listed above? (Please specify in the comment box at the end of the section.)Yes0/0
  • Did the Leasing Professional attempt to schedule another visit to the community?Yes2/2
  • 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?Yes10/10
  • If unable to meet your needs, did the Leasing Professional refer you to another community?Yes0/0
  • 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.)Yes0/0
  • Did the Leasing Professional ask permission to keep in touch?Yes2/2
  •  Total: 30/30
    30
    100

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.):

Danielle also told me of their special right now of $350 or $400 off the first month’s rent but that is something they don't normally do so if I secured an apartment today it would only cost me the $25 application fee. She asked me what I thought and did I see myself living there. She also told me they could only honor the price for 72 hours. She asked if I had looked into any other properties in the area and she told me about the Greens Information Center for sister properties and encouraged me to check there. She also asked if I wanted to come in again, Saturday and said she would be there on Sunday also.

Danielle provided me with her business card and a sheet with all the floor plans, prices, and their current special. She asked if I wanted to stop at the information center today as she would alert them I was coming, I told her not today. She asked if it was okay if she called me to follow up.

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?Yes0/0
  •  Total: 0/0
    0
    NAN

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

When I asked how safe was the property as I saw no security, she told me they have a security patrol on contract. I also asked what type of residents they and and she replied that they have a mixture, college students, long term resident, people like ourselves.

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.:

Danielle called me on Sunday, 48 hours after my visit and reminded me that the price was only honored until Monday.

Performance Evaluation

Total Phone Score: 90%
On Site Score: 96%
Total Score: 0%

General Questions