Top

Report For David Dixon at Rossbrooke

Report For David Dixon at Rossbrooke

0%
Current Score
87.94%
Average Score
  • 88%
    02-01-2020
  • 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?No0/3
  • 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)?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?No0/3
  • Based on the Leasing Professional's presentation, were you motivated to visit the community? Yes10/10
  •  Total: 89/100
    89
    89

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

David answered, "Thank you for calling Rossbrooke Apartments. This is David speaking. How can I help you? He was upbeat, friendly and had a sense of humor. I told him I was looking for an apartment. He then asked what size apartment was I looking for and my move-in date. He collected my name but did not use it during the conversation. He then looked to find an available apartment. He had a couple of available apartments and described the features of each. David told me the price which included the current special and $300 off of the first month's rent. He told me that one-bedrooms were scarce. He then asked if I would be interested in a one-bedroom and a den. He explained the apartment, how it had a smaller room that could not be called a bedroom. He suggested uses for the room like a small office, and that the room actually came in with a closet. He invited me to the community to take a tour and asked when I would be available. I set an appointment for around 12:30 PM. He asked for my phone number but did not get my email address. that would work and someone would be in the office around that time. David did not ask about my price range but he did provide me the prices and I didn't bulk at the rate. He didn't ask about specific needs. He did not mention the website or offer directions, I thanked him, and we ended the call.

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. :

There were a few signs to the community. They were easy to read, and I was able to locate the community with ease. The grounds were well maintained and attractive. The office was inviting and clean. Both desks were organized and neat. It was a large community made up of several small communities, and all areas were clean and free of debris.

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?No0/1
  • 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: 18/19
    18
    94.74

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

The leasing office was busy. There were prospective residents who had several guests with them. Once David was finished, he stood up to greet me and I gave him my name. My name was not used in the conversation. I explained I was there to see him. He remembered our phone call, grabbed a sheet of paper and then asked me to take a seat.

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?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.)?No0/2
  • 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: 21/26
    21
    80.77

Comments on Qualifying Needs. :

The guest card was filled out on paper. David reviewed the information by confirming what size apartment I was interested in. He immediately got the address of the vacant apartment, grabbed the keys and gave me directions to it. He handed me the keys and told me to go take a look. I asked to see a one-bedroom as well, and he then took me over to the model. We did not discuss my specific needs, or why I was moving. David did not ask why I was moving or where I was living now.

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?Yes1/1
  • 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: 19/19
    19
    100

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

David did lead the presentation. He went into detail about the features of the model apartment. He explained the slight differences that I might see such as appliance color and bathtub color. He was upbeat throughout the presentation. He talked about utilities that I would be responsible for and what is included in the rental price. I said I wanted a walk-in closet. David talked about Five Corner which was a sister property that offered walk-in closets. He also suggested that when I was finished looking there, I should go and check it out. David gauged my interest by asking, "So far, so good?" David encouraged me to look at the one-bedroom/ den apartment. He used the site map to give me directions to the available apartment and also told me to tour the apartment on my own.

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. Yes10/10
  • 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?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.)No0/0
  • Did the Leasing Professional ask permission to keep in touch?No0/2
  •  Total: 28/30
    28
    93.33

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.):

David was busy handling another prospective resident when I returned from looking at the other apartment. Kate asked, "So do you want to lock this in?" When I hesitated, she asked if I was more interested in the one and den apartment. She confirmed the time frame I needed. We talked about the community and how small it was and the intercom for security. She talked about the excellent schools, shopping, and restaurants. Kate also talked about hiking and biking in the area and that their pricing was better than other communities close by. She then went over the rental rates for each apartment. She said I would only need to pay for the rent, electricity, and water. She said it was a flat fee and gave me the total. She said they take care of trash and snow removal and parking. Kate discussed the resident services and the 24 hour emergency maintenance. She told me about the laundry facilities as well. She gave me her card and some collateral to take with me. She made sure they had collected all of my wants and needs and asked if there was anything in particular I wanted and needed in my new home. When I mentioned I was not sure about cooking on electric, she said Windy Cliff had gas stoves. She checked the availability in that community as well for me. Kat asked where else I was looking and discussed some of the other communities in the area. She showed me the two-bedroom and discussed the differences. The website was not mentioned, and Kat did not mention the specials. I was not asked to fill out an application, and Kat did not ask permission to keep n touch. She said she would 'pencil hold' the apartment for me and to let her know or come back if I was still interested.

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).:

Kate talked about the area and that she had never seen any issues. She explained everyone was responsible for their own security.

Follow- Up - 5 possible points

  • Did the Leasing Professional follow-up by telephone within 2 days?No0/5
  •  Total: 0/5
    0
    0

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

I did not receive any follow-up.

Performance Evaluation

Total Phone Score: 89%
On Site Score: 87%
Total Score: 0%

General Questions