Top

Report For Marguarite Adams-Roseborough at Shade Tree Apartments

Report For Marguarite Adams-Roseborough at Shade Tree Apartments

0%
Current Score
95%
Average Score
  • 95%
    01-25-2019
  • 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?Yes0/0
  • 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: 100/100
    100
    100

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

Marguarite answered the phone with a greeting that included the name of the property followed by her name. I let her know that I was interested in apartment pricing information. She then asked me for my name and the correct spelling and I provided it. She asked me for my contact number as well.

She inquired as to what type of unit I was looking for and who would be occupying the unit to which I responded that I and my daughter would be seeking a one or two bedroom. She asked me how I heard about the Shade Tree property and I let her know I conducted a search on apartments.com that day. She let me know that she had a one-bedroom available and not a two-bedroom. I let her know that the one bedroom would be fine.

She began to let me know about current promotions that were going on for the property. Next she asked when could I come to look at the property and I let her know that I could come in the same day. She the provided me with the address to leasing office.

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

    The community was very easy to find using a GPS. Upon arrival, I found the property to be very clean and without debris. The shrubbery was trim and neat. Marguarite was in the model organizing some items when I arrived in the leasing building. The model unit was impressively designed as well as clean and presentable. Her welcome was very warm and enthusiastic.
  •  Total: 0/0
    0
    NAN

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?Yes2/2
  • Did the Leasing Professional introduce him/herself?Yes2/2
  • 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
  • If the phone agent was out, was someone else able to help you from the information previously taken over the phone? (Please explain in the comment box at the end of the section.)N/A0/0
  •  Total: 20/20
    20
    100

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

Upon entering the model, Marguarite welcomed me with a friendly Hello. She asked if I was Ms. Davis, to which I responded, "Yes". She reconfirmed that I was looking for a one or two-bedroom unit and asked if I had a preference. I responded that I did have a preference. I went further to explain that I have an 18-year-old daughter and that a two bedroom would be nice but, we could manage with just the one-bedroom. She then informed me that the location we were in currently was a two-bedroom model and offered to give me a tour. I accepted her offer.

She let me know that the unit comes with a breakfast bar that included bar stools. She showed me the living room/dining room area. She informed me of the option to request an accent wall free of charge and not having to paint it to its original state upon moving out. If, however, the decision to paint any of the other walls was made, those walls would need to be painted back or a charge would be associated with the change.

She led me to the kitchen area and informed me that all kitchen appliances were electric and emphasized how much space was offered in the space. She also highlighted the built-in book shelf.

She showed me the washer and dryer unit and informed me that the one-bedroom also has this amenity. She mentioned that the water bill for a two bedroom is $17.50 and that a one bedroom would be $14.55. She led me to the pantry and storage closet and pointed out how spacious it was. She mentioned that each building is equipped with its own storage area for tenants. We left out of the model unit and visited the storage area she was had mentioned previously. We entered back into the model unit where she showed me the guest bathroom. She pointed out how spacious the area was. She then showed me the second bedroom.

Next, she showed me the master bedroom and master bath and commented on how spacious it was.

Afterwards, she asked me what I thought of the unit to which I responded that it was very nice but I wished it was a little more renovated. She informed me that the property does have renovated units in which the bathroom, kitchen cabinets, and kitchen floors were renovated.

Marguarite asked me if I had any other questions. I asked her if there were any young adults around the age of my daughter in the area, to which she responded that as a leasing office, they lease to all qualified applicants. She did inform me that UMBC is close and students are often in the area.

I took the opportunity to ask about the crime rate and if there were any gangs in the area, in concern for my daughter. She responded to my question by saying that she hasn’t heard complaints through the leasing office. She asked if I had any more questions to which, I responded, "No".

Next, Marguarite asked if I was ready to apply. I responded saying no because I had one more property to visit. She talked about the current promotion with half price to rent for the first month. She also mentioned that upon leasing with them within 48 hours I would receive a five-day, four night cruise.

She informed me that the security deposit starts at $250 but is based on credit and rental history. Also, she let me know that because my daughter was 18 years old, she would need to sign as a leaser but would not need to provide pay-stub‘s because she is a student. She let me know that, in order to apply, I would need to bring a photo ID, SSN, two current pay-stub‘s, a copy of my daughter’s class schedule as proof of her enrollment as a full time student and a $25 application fee for both of us.

Marguarite also informed me that any payment method would be accepted, with the exception of cash. She asked if she could follow up with me, to which I responded Yes. This concluded our meeting and presentation.

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?Yes1/1
  • Did the Leasing Professional identify phone number and/or email address?Yes2/2
  • Did the Leasing Professional identify price range or budget?Yes1/1
  • Did the Leasing Professional identify if you have any pets?Yes1/1
  • 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). 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
  • Did the Leasing Professional make a photocopy of your identification before giving you keys to a vacant apartment? N/A0/2
  •  Total: 23/26
    23
    88.46

Comments on Qualifying Needs. :

Marguarite asked questions and notated the information on paper. She asked questions to ensure she was meeting my needs and insisted on showing me a two bedroom vacant unit. I declined when she let me know that she would provide me with a key in exchange for my identification. I could see that she was truly intent on making sure my daughter and I would be comfortable.

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 the professional management?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?Yes1/1
  • Did the Leasing Professional show an apartment that was clean and made ready? 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. No0/2
  •  Total: 17/19
    17
    89.47

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

Marguarite was very professional, enthusiastic and competent about both the property and general vicinity. She answered objecting questions that I had about the gym and volunteered information about the convenience of shops and stores to the property. When I inquired about renovated units she was very knowledgeable and kind in offering to provide me information on the specific renovations included and show me a renovated unit.

She did point out specific costs associated with the rental including water and the direct deposit. I appreciated her transparency.

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.)Yes0/0

    In addition to the closings aforementioned, she mentioned the current promotion; cruise giveaway and first month rent discount in her presentation.
  • 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?Yes0/0
  • 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.)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.):

Marguarite was a very personable agent. I enjoy her kindness and zeal about the community. Although Marguarite did not refer me to another community, she did let me know that I could check back with her due to apartment availability changes occurring on a weekly basis. She let me know she would be following up with me also.

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?", how did the Leasing Professional respond? (Please answer in the comment box at the end of the section.)Yes0/0
  •  Total: 0/0
    0
    NAN

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

She let me know there was 24 hour maintenance on the property.

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 have not yet received a follow up call.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 90%
Total Score: 0%

General Questions