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Report For Robyn James at Rossbrooke

Report For Robyn James at Rossbrooke

0%
Current Score
92.46%
Average Score
  • 92%
    02-14-2020
  • 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.) Yes3/3
  • 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?N/A3/3
  • 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.):

Robyn answered the phone with, "Thanks for calling Rossbrooke apartments and town-homes. This is Robyn speaking. How may I help you?" I told her I was calling about an apartment. She asked if I was looking for a one bedroom or two. She explained a one bedroom would be starting off at $835.00 a month, and a two bedroom would be $950.00.

Robyn asked if I wanted to come in and take a look at the community. I told her sure and that I wasn't far from there, so she did not offer directions. She then asked for my name, phone number and whether I would have any pets. She asked if I would be the only one on the lease and used my name throughout the call. Robyn asked when I would be moving in. I told her by March 15th. She asked if there were any special features I wanted. I told her I preferred the bottom floor and an in-unit washer and dryer. She explained there were only one bedrooms on the first floor and there was a laundry facility on the first floor and not in each apartment.

Robyn asked how I found out about the community and confirmed I would be in the price ranges she told me. We set an appointment for me to come for a tour. She ended the call, "I will see you in a few, and my name is Robyn. I will be here to help you out." The website was not mentioned, and my email address was not requested. No sense of urgency was employed during 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. :

The community was clean inside and out. The signs were helpful in finding the leasing office. The leasing office was organized and comfortable.

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?N/A2/2
  • 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?No0/2
  • 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: 17/19
    17
    89.47

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

When I arrived, the leasing office was empty. I waited and then saw Robyn giving a tour in the model across the hall. Robyn made eye contact and said, "Hi. How are you?" When she became available to assist me, Robyn greeted me again and offered me assistance. She was already standing. She was not wearing a name tag, and I was not asked to have a seat. I explained I was there for an appointment, and we have spoken on the phone. She retrieved the information card and reviewed it with me.

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.)?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. :

Robyn confirmed what I wanted to see, my move-in date and my desired price range. She said she had already collected my information. She did not find out where I lived or why I was moving.

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?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. No0/1
  •  Total: 17/19
    17
    89.47

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

Robyn encouraged me to walk through the model. I asked what that was across the hall. She said it was a one bedroom. I asked if it was vastly different, and she encouraged me to walk through. As I walked through the model, Robyn joined me and began pointing out the features. She talked about the renovated kitchen and the partially renovated bathroom. She said I could see the un-renovated kitchen when I returned to the leasing office. When I returned to the leasing office, I walked through. Robyn told me about the water charge for the one bedroom and the two bedroom. She said she was going to give me some keys to go look at a two bedroom model. She showed me the location on a map of an available apartment. She talked about how quiet the area was and said there was a large grass area as well as playgrounds. She did not talk about the resident services or 24 hour emergency maintenance.

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? Yes0/0
  • 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.)N/A0/0
  • 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?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: 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.):

Robyn confirmed my desired move-in date and said she had one that was available on March 6 for $935. She asked if I wanted to do the paperwork that day. I said I needed to look at one more community. She then said she would give me some items to take with me so I would be prepared when I returned. I really wanted a washer and dryer in the apartment. Robyn said it was the best part about it was that the water bill was only $15. If I had a washer and dryer in the apartment, the water bill would be way more expensive.

She reviewed with me the items I needed to apply. She told me about the special of $400 off the first month's rent. She said I would want to get started before that went away. She prepared materials for me. Robyn gave me a list of nearby schools and a map of the community marking it with the location of the available apartment. She told me about BGE peak rewards and the $15 difference she noticed with her bill. As she went to the back of the office to get a folder for all of the materials, she asked if I had any other questions. She said she wanted to be sure I hurried to return to take advantage of the promotion.

At the end of my visit, she said, "Thank you so much for your visit. I want you to know how much I appreciate you. Have a good one." Robyn did not mention the website.

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?No0/0
  • 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).:

I asked if there was anything I should be aware of as far as crime or safety issues. She explained there could be danger wherever you go. She said she tells people to be aware of their surroundings. I did not see a Fair Housing poster.

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 from Rossbrooke.

Performance Evaluation

Total Phone Score: 97%
On Site Score: 88%
Total Score: 0%

General Questions