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Report For Latoya Hall at Hillendale Apartments

Report For Latoya Hall at Hillendale Apartments

0%
Current Score
83%
Average Score
  • 83%
    10-28-2019
  • 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?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?No0/5
  • 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?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: 84/100
    84
    84

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

The phone rang once and Megan answered the phone with the name of the property and she introduced herself. I had to ask for Latoya and told Megan I called a week ago and spoke with her. Megan put me on hold and Latoya came on. Latoya had a very professional and friendly tone.

Latoya clarified which property I wanted and I told her Hillendale. She asked me if I recalled what was included in the rent. She went on to tell what was included and not included mentioning the water bill. She quoted me the rate. She asked me how many occupants and if I have any pets. She wanted to know how I found them. She took my name and phone number.

She invited me for a tour and we decided that same day. She offered me directions. We said our goodbyes and the call ended.

Latoya was very professional and friendly.

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 comment on your Observations below::

The community was easy to find with enough signage throughout.

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?Yes3/3
  • Did the Leasing Professional shake your hand?No0/0
  • Did the Leasing Professional introduce him/herself?No0/3
  • 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?No0/2
  • Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you?No0/5
  • 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?No0/0
  • 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.)No0/0
  •  Total: 9/20
    9
    45

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

When I walked into the leasing office, Latoya was already standing. I knew who she was by her name being printed on her office jacket. She did not introduce herself. She immediately asked if I was Kendra. She assumed I knew who she was. She was friendly and professional upon our initial greeting.

Latoya was persistent in wanting me to see a vacant but I just asked to see the model. Latoya did not walk with me and explain the amenities. She remained at her desk. I had to ask questions.

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?Yes1/1
  • Did the Leasing Professional ask why you were moving?N/A2/2
  • 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/A2/2
  •  Total: 26/26
    26
    100

Comments on Qualifying Needs. :

Latoya did ask me about the move-in date, price range, and if I had any pets. Latoya did not ask me about my email address. She recapped that I was looking for a two bedroom apartment. She asked if this would work for me and I told her I would need to discuss it with my boyfriend. I told her we currently live in Middle River and wanted to move in this area where my boyfriend works. Latoya showed me the floor plans and explained what was included in the rent and what I would be responsible for paying. She reviewed the rates and she asked me if this was in my price range. She told me about the laundry room. Latoya reviewed the application process. She went over what was standard in each apartment with wall to wall carpet, and the kitchen appliances.

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?Yes2/2
  • 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?No0/1
  • 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. Yes2/2
  •  Total: 16/19
    16
    84.21

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

Latoya did want to give me the keys to go and look by myself at a ready apartment but I declined and said the model was fine. I had to show myself around the model and ask questions myself, while she sat at the desk.

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.?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?N/A10/10
  • 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: 26/30
    26
    86.67

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.):

Latoya showed urgency by mentioning the special that they were running and she told me it would only last for 72 hours. She did not ask to keep in touch. She did tell me about another community that they have called Wellington Gate and she suggested I take a look at their apartments.

She did directly ask me if I wanted to apply that day and I told her I needed to talk to my boyfriend.

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? (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).:

I asked about the parking lot lighting for when my boyfriend comes home in the middle of the night and if it was safe. Latoya said the parking lot was well lit and they didn't have any problems to her knowledge.

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.:

Latoya did follow up with a phone call.

Performance Evaluation

Total Phone Score: 84%
On Site Score: 82%
Total Score: 0%

General Questions