Top

Report For Dee (Dwaineer) Thompson at 5 Corners Apartments

Report For Dee (Dwaineer) Thompson at 5 Corners Apartments

0%
Current Score
56.28%
Average Score
  • 56%
    3-1-2020
  • 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.)No0/3
  • 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?No0/5
  • 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?Yes0/0
  • 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? No0/10
  •  Total: 66/100
    66
    66

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

Preface: The phone call was with Dee at Wintergreen from the 2nd shopper on 3/2/20. The first shopper did a tour with Dee at 5 Corners on 3/1/2020.

After the 3rd ring, Dee answered with the name of the property and she introduced herself. I said I was calling to check on availability of their apartments. She asked me when I needed the apartment. I told her the end of month or the beginning of the following month. She didn’t ask me what size I needed she just started quoting me starting prices for the one bedroom and the two-bedroom. Her voice was very low tone and lackadaisical. I was surprised the prices were only a few dollars in difference. Dee said it is because of the specials they are running. I waited for Dee to lead the conversation so there was a long pause and she did not take the lead. I then asked if they had any updated units since I was looking online and noticed they offered some renovated units. Dee said it depends on what I was looking for… some have kitchens with the island and some are renovated without the island. So, I clarified they would have a renovated island kitchen. She said, “some of them would”. She asked me if I wanted to come in. I said I would come in the next day. She gave me the hours of operation and asked what time I would be coming by. She asked for my name and used it in conversation. She asked how I heard about them and I told her I found them online. She then asked for my phone number and if I had any pets. I asked what they accepted and she gave me the pet policy. She asked if I needed directions. She said she wouldn’t be in tomorrow but someone else would be so if I had any more questions, I could call them back.

I had to lead the conversation with questions. I gave pauses to give Dee an opportunity to lead the conversation but she did not. Dee was distant and not engaged at all. In fact, she didn’t seem at all interested in speaking with me. She had a very listless attitude. I was not excited about visiting the property from our phone conversation. Had I been a real prospect I would have skipped this property all together.

Community information

  • Did you easily locate the community?Yes0/0
  • Were the main community signs clear, visible and in good condition?No0/0
  • 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 was nice and quiet with pretty landscaping. I did not expect to see apartments at the end of a single family home neighborhood. It was kind of hidden among the single family homes. I was using my Navigation, driving through what seemed like a quiet single family home neighborhood, next thing I know I see the apartment complex and a small yellow sign for the leasing office. There was no major sign of the name of the apartments from the way I entered the complex. I did not come from the main road.

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?Yes0/0
  • 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?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
  •  Total: 18/19
    18
    94.74

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

The community seemed nice, clean, peaceful, and quiet. My original appointment was with Cody. As I entered the leasing office, Cody was with someone. Dee was very energetic and greeted me with a warm smile. She stood up from her desk and shook my hand. She did not use my name during the conversation.

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.) No0/2
  • 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?No0/1
  • Did the Leasing Professional identify number of occupants?No0/2
  • Did the Leasing Professional identify phone number?No0/2
  • 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?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). 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
  •  Total: 12/26
    12
    46.15

Comments on Qualifying Needs. :

I did not observe any guest card nor was one filled out while I was there. Dee did not ask me where I am living now. Dee did not ask me why am I moving. Did did not ask me if I had any specific needs (floor preference, accessibility, etc.). We didn't discuss my move-in date nor any of my basic contact information.

Dee created a rapport with me by relating to my need to feel safe. She provided personal information stating she was a single mom and said she felt safe around there with her and her daughter.

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?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.)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?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. 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: 13/19
    13
    68.42

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

I entered the leasing office. Dee greeted me as I entered with a smiling face and she asked how she could help me. I told her I spoke with Cody on the phone and had an appointment with him. He was busy with another prospect when I arrived so Dee offered to take me on the tour. I explained I was looking for a one bedroom so she immediately showed me the one bedroom model. She did not invite me to have a seat nor did I observe any guest card in my name and she didn't fill one out with me. At no point during the onsite visit was information gathered about me at all other than my first name I told her when I arrived.

Dee immediately took me through the model and pointed out all the features and amenities very seamlessly and quickly as if she had done this demonstration one hundred times over. She was very upbeat and thorough pointing out the closet space and other features and amenities in each area of the model. I asked about the laundry room and she said it was on the bottom floor but she did not offer to show it to me. I never saw the storage area either. I asked if they had a pool and she simply said they “did not”. She then asked if I was shopping around today. I said I was and she didn’t ask me where I was looking.

We went back to her desk and she gave me a floor plan of the one bedroom that we had seen. She wrote down the price and then told me about the pet policy (she never asked me if I had a pet and I never discussed pets with her). I asked if it was a safe area and she shared she lived on property and she felt safe. She also shared she lived on the top floor and she hasn’t had any problems but she can’t guarantee anyone’s safety. She said she was a single mom with an eleven-year-old and, again, she felt safe. She had explained how guest are buzzed in.

I had to ask about the application process. She briefly explained it. Dee never asked me when I needed to move or anything about my relocation and what I was seeking in my new home. She did not take my contact information. I was there a short 6:00 minutes. The demonstration was rushed yet Dee was pleasant through the brief walk through. The only question she asked was if I had other places to see. That was it. The onsite visit ended. At no point did Dee ask me to start the application process.

Overall, I didn’t feel valued through this onsite visit. Dee showed no interest in learning anything about what I was seeking in my apartment home. She didn’t even ask for my basic contact information; Although, her demonstration was pleasant and professional.


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?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. 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.?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?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?No0/2
  •  Total: 3/30
    3
    10

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.):

Dee did not attempt to close the deal with me. She did not offer me an application, I asked for one, assuming it was included in the folder. Dee did reference another community (Wintergreen) when I spoke about my need to have low level noise during the day/ no loud kids. She used her personal experience at Wintergreen as a reference to low noise levels in the general area. Dee complimented my outfit and said I looked cute. This left a memorable impression.

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).:

Dee informed me that every guest had to buzz to get into the building. I asked her was it safe around there, specifically had they had any theft or break ins. Dee assured me that from her personal experience, she hasn't had any issues like that and said that a lot of the staff live within the complex as well.

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.:

There was no specific follow up day given.

Performance Evaluation

Total Phone Score: 66%
On Site Score: 46%
Total Score: 0%

General Questions