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Report For Teresa Black at Rossbrooke

Report For Teresa Black at Rossbrooke

0%
Current Score
60.8%
Average Score
  • 61%
    3-6-2020
  • 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).N/A3/3
  • 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.)No0/3
  • 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?No0/3
  • 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?No0/3
  • Based on the Leasing Professional's presentation, were you motivated to visit the community? No0/10
  •  Total: 75/100
    75
    75

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

After the 2nd ring…. Laurie answered the phone and I asked for Teresa. I told Teresa my husband had spoken to her a few weeks ago. She couldn’t recall but she was more than willing to help me. I told her we needed a one bedroom. She asked me when and I told her by April 1st. She asked me when I wanted to come in. I told her I would come in that same day at 1:00 PM. Teresa asked for my first name and phone number. She asked how many pets and how many occupants. I said just me since I was now going through a separation. She told me about the application fee and what I needed to bring to apply. She asked if I had any more questions and I said I did not. She thanked me for calling and we said our goodbyes. She used my name in conversation.

Initially Teresa seemed stand-offish. She asked me the basic questions but she wasn't engaging. The conversation didn't feel warm and inviting. Teresa's demeanor did not motivate me to visit the community. But she did her job and was straight and to the point.

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?No0/0
  • 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 could use some signage entering the community through the neighborhood. You feel like you are entering a single family home community then stumble upon an apartment complex.

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?No0/0
  • 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? 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). :

Teresa greeted me with a warm smile and used my name in conversation. She talked about the corona virus and she apologized for not shaking my hand. She didn't invite me to have a seat but I naturally took one at her desk so points given. She said she had a few options for me so she seemed to be prepared upon my arrival.

Teresa seemed nice and professional. She was friendly but not overly friendly. She was direct and straight to the point.

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?No0/2
  • 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?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). No0/2
  • 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.)No0/3
  • 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.)No0/3
  •  Total: 15/26
    15
    57.69

Comments on Qualifying Needs. :

I did not observe a guest card but I think the guest card was filled out over the phone. She reviewed the size apartment I needed and when I needed it. I said April 1st and she said she could make that happen. She asked if I had a price range to stay within and I told her $1,100 or under. She said I could get a two bedroom for that. She did ask me if I had any preferences.

Teresa asked if I had my ID, she was going to send me to see a vacant. I said I had just recently lost my license and needed to get another license. I asked if I could see the model we were in and she said it would look very different.

Demonstrating - 19 possible points

  • Did the Leasing Professional take control of the presentation and exhibit enthusiasm?No0/1
  • 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.)No0/4
  • 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?No0/2
  • 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. No0/3
  • Did the Leasing Professional effectively overcome your objection(s)? Please explain in the comment box at the end of the section. N/A0/4
  • 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: 0/19
    0
    0

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

Teresa briefly showed me the model we were in. She didn't show much enthusiasm at all. She pointed out very basic features such as the closet and wall to wall carpet but it was extremely brief and she said she didn't work much at that property. Her tone was very low key as to a whisper almost. The presentation was short and to the point.

Teresa gave me a brochure and she wrote down the prices. She asked if I wanted to take the one bedroom and I said I would have to think about it. Another close was not attempted. She continued to use my name in conversation and she thanked me for coming in.

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. 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.?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?No0/10
  • 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: 13/30
    13
    43.33

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.):

Teresa did ask if I wanted to apply for the one bedroom and I told her I had other places to see. The demonstration was short and only 8:00 minutes so there was very little engagement. Even though she said she didn't work that property much, she wasn't engaging at all in conversation. It was very mundane. She didn't ask me anything about my current living situation or nothing about my apartment search.

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).:

I did not ask those questions. It seems like Teresa was just trying to get her job done and get me out the door. She kept the interaction brief with me.

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.:

N/A. Teresa did not provide a follow up phone call nor did anyone else from Rossbrooke.

Performance Evaluation

Total Phone Score: 75%
On Site Score: 46%
Total Score: 0%

General Questions