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Report For Shaneaka Harris at 5 Corners Apartments

Report For Shaneaka Harris at 5 Corners Apartments

0%
Current Score
84.42%
Average Score
  • 84%
    02-01-2020
  • 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)?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?Yes3/3
  • Based on the Leasing Professional's presentation, were you motivated to visit the community? N/A10/10
  •  Total: 89/100
    89
    89

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

The call was answered with "Thanks for calling 5 corners, Shaneaka speaking" on the third ring. I told her I was interested in the community. She then asked what size unit was I looking for, I responded a one-bedroom. She asked for a move-in date, I responded within the next 30 days. She then said that they have one-bedrooms starting as low as $870. I responded that would work to keep the conversation going. She then invited me in to take a tour of the community, I accepted the offer. She asked when would be a good time for me, they were open every day of the week. I provided her with a time and asked if it was okay. She said she was available. She then asked for contact information, first and last name and phone number. After I told her my first name, she continued to use it during the call. She also asked if I had any pets and the number of occupants, I provided that information as well. She thanked me for calling and she would see me at the time we just set. We ended the call.

Overall, throughout the call Shaneaka was upbeat, friendly and professional; However, the call felt rushed lasting just slightly over two minutes and Shaneaka didn't ask me anything about my apartment and community preferences. I was indifferent to visiting the property.

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 made up of small communities next to each other. It was easy to locate because of the directional signs. They were all in good condition and well maintained. The landscaping was well manicured as well. The office was inviting, desks were clear and organized and everything was in order.

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?No0/2
  • 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?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? 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). :

As soon as I entered the leasing office, I was greeted with a hello by a lady at her desk. She continued by asking how she could help me, I asked to speak to Shaneaka. She responded that it was her. She then waved me over to her desk and pointed to sit across from her. I took the seat and we began to discuss what I was looking for. Before asking me anything or showing me anything she asked if I would be applying today. I told her if I liked what I saw.

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?Yes1/1
  • 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.)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: 20/26
    20
    76.92

Comments on Qualifying Needs. :

Shaneaka did not gather any additional needs during the tour, she had the guest card filled out already on her desk. She reviewed a couple of things of the guest card. After the review she began to look for a unit, she then asked me to take a tour. She told me we were in a model and we could walk through this one. I told her I would like to tour. As she walked through the model she discussed a few features the intercom system, the closet space and updated appliances. She demonstrated the intercom system.

Shaneaka was friendly but she didn't ask anything about my apartment and community needs and why I was moving. She stayed focused on presenting the product and not getting to know me so rapport was not created.

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?No0/1
  • 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. Yes1/1
  •  Total: 17/19
    17
    89.47

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

Shaneaka confirmed that I needed a one bedroom and she demonstrated the two bedroom model where the office resided. She listed the features of each area. She talked about closet space, and updated appliances/cabinetry. Both models were clean and inviting. She asked me twice before I started the tour and towards the end of the tour, if I would like to put in an application. She used a site plan to direct me to the vacant unit but not once did she mention the unit address that I would be applying for. The neighborhood conveniences nor the management services was discussed during our tour.

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?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?N/A10/10
  • 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?No0/2
  •  Total: 25/30
    25
    83.33

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.):

I was asked to fill out an application at the end of the tour, I kindly declined that I was still looking around. She then provided me with a folder and information about the unit available on a brochure/flyer. She gave me her business card and then invited me to come back an apply so I can become a resident.

Overall, I was indifferent about leasing an apartment from this agent. She didn't take time to learn of my needs. I told her over the phone I wanted a one bedroom and she stayed focused on the two bedrooms when I arrived onsite. I reminded her I only wanted a one-bedroom. She apologized but I didn't think she was listening to me.

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?Yes0/0
  •  Total: 0/0
    0
    NAN

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

Consultant did not say anything to deter or discriminate me from leasing. When asked about safety she mentioned crime has no address and I should drive around to get a better feel for the community.

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 a follow up call.

Performance Evaluation

Total Phone Score: 89%
On Site Score: 80%
Total Score: 0%

General Questions