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Report For Jasmine Cox at Hillendale Apartments

Report For Jasmine Cox at Hillendale Apartments

0%
Current Score
56%
Average Score
  • 56%
    6-3-2019
  • 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.)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?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.) 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: 73/100
    73
    73

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

After the 4th ring. She stated the name of the two properties she represented and did say her name. I stated that I was looking for a two bedroom. Jasmine was very nonchalant and not engaging during the phone conversation. She asked for my name and used it during the conversation. She ask me what size apartment I needed and when I was looking to move. She asked if I had pets, would someone be joining me, how I heard about the community, and my phone number.

She then proceeded to tell me that there were two apartments coming available this week. She went on to explain the apartment rental included parking, trash removal, sewage and water included in the rent. BGE and cable are going to be separate expenses. She told me about the price and asked if that would work for me. I said the price would work but my current lease wasn't up until June 30th. So Jasmine confirmed my move in date for the beginning of July.

The conversations felt like she was just saying lines from a script. Jasmine never asked me anything about what I was looking for i.e. washer/ dryer, lower or upper levels, space, or anything about what I may want in my new apartment home. She didn't tell me anything about the specific apartments that was available (except the price and that one was with keys) or anything about the community in general.

She did invite me in for a tour. When it came down to booking an appointment it was just left up to me and very matter of fact. I stopped her during her spill and said I wanted to come in today. I asked her what time could I come in and if 12:30 was good for her? She never asked if I knew where the community was or how to get there she just gave me the address. It felt like she was indifferent about my visit. I didn't feel any enthusiasm.

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

Comments (Please explain in detail your observation of the property.) :

The grounds appeared to be well kept. The office was neat and organized.

Greeting - 20 points possible

  • Did the Leasing Professional greet you with a smile, or if busy, acknowledge you immediately?No0/2
  • Did the Leasing Professional stand to greet you?No0/3
  • Did the Leasing Professional shake your hand?No0/0
  • 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?Yes2/2
  • 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? 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
  • 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.)Yes0/0
  •  Total: 15/20
    15
    75

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

When I arrived the door was locked and a young lady opened the door and went back and sat down. She then said, "are you Vonetta" and I said, "yes" and she said, "you can have a seat, I am Jasmine". There was no WELCOME. There was another young lady in the office with her and they were having a conversation about Jasmine's son. The other young lady pulled up a picture and showed me the little boy. I then said he was cute. I was not introduced to the other young lady so I did not know who she was.

Jasmine said, "you are here about the 2 bedroom, right?", I said, "yes" and she asked me for my drivers license and made a copy of it. She gave me two sets of keys to go see the vacant apartment. She did not know which set of keys would open the door so she gave me both sets and proceeded to tell me the location of the apartment. I said your not going with me? and she said that we do not go with you as to not persuade you either way. Then two guys walked in the office and the other young lady asked them where they looking for and apartment and they said, "yes". She then told them to have a seat and let Jasmine know she was leaving to go on break and she would be back. The other young lady walked out the office with me and she asked me about my Tory Burch purse that I was carrying and we stopped and talked for a few minutes about the purse that she has been wanting. My point is if this young lady had time to stop and chit chat with me about purses she could have helped Jasmine so maybe she would have spent some time with me and the guest card.

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?No0/2
  • Did the Leasing Professional identify size of apartment you needed?No0/1
  • Did the Leasing Professional identify your move-in date?No0/1
  • Did the Leasing Professional identify number of occupants?No0/1
  • Did the Leasing Professional identify phone number and/or email address?No0/2
  • Did the Leasing Professional identify price range or budget?No0/1
  • Did the Leasing Professional identify if you have any pets?No0/1
  • 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). 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
  • Did the Leasing Professional make a photocopy of your identification before giving you keys to a vacant apartment? Yes2/2
  •  Total: 4/26
    4
    15.38

Comments on Qualifying Needs. :

Jasmine did not sit with me and go over the guest card when I arrived she gave me keys to go to the vacant 1st. I'm not sure if she was side tracked by the young lady that she was in conversation with when I arrived or if she was in a hurry because of the two guys that were now waiting. I thought she would review my needs when I returned from the vacant, nevertheless we never went over anything.

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 the professional management?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?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: 13/19
    13
    68.42

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

When I returned from seeing the vacant about five to seven minutes later there where three gentlemen in the chairs in front of Jasmine's desk, so I sat off to the side. Jasmine did not acknowledge me in any way. These guys where haggling her about the price of the apartment they were interested in. I heard her say to them that this is the model, so I cut into the conversation and said this is the model? she said yes feel free to look around. She did stop to explain some of features of the model but very little until she went back to haggling with the three men.

She asked if I liked the vacant. I told her it was small, and I had some questions she told me the apartments at Tall Oaks were larger and she would give me a call. The other agent should have stayed to help knowing that all this traffic had entered the leasing office. Jasmine did not seem like she was in control of the situation.

Closing - 30 points possible

  • Did The Leasing Professional discuss rental rates positively and confidently?No0/1
  • 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. No0/10
  • 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.?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.)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.)?No0/2
  • 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?Yes2/2
  •  Total: 2/30
    2
    6.67

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.):

The young lady that was in the office should have stayed to assist the 1st two guys instead of leaving Jasmine to assist me and them. I was the scheduled tour so when I returned from the vacant Jasmine should have excused herself from the gentlemen and said let me finish up with her and I will be right back with you. Instead she made me wait and wait and wait. The entire situation was handled unprofessionally from start to finish. Base on everything that transpired and I how I was treated I would not rent an apartment in this community. Even when she saw that I was leaving she did not try to get me stay (by saying I am almost done with them) or even give me anything to take with me. NO apology or anything, it was like my time wasn't important.

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?", how did the Leasing Professional respond? (Please answer in the comment box at the end of the section.)N/A0/0
  •  Total: 0/0
    0
    NAN

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

The Fair Housing poster was visible. There was so much confusion we didn't discuss safety.

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.:

I was very surprised that Jasmine returned my call the same day. She left a message saying that she was calling to answer any questions that I may have about the community. That was the only thing that was done that made me feel like she even cared if I wanted to move there or not.

Performance Evaluation

Total Phone Score: 73%
On Site Score: 39%
Total Score: 0%

General Questions