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Report For Lydia Raynor at Spring Valley Apartments

Report For Lydia Raynor at Spring Valley Apartments

0%
Current Score
76.5%
Average Score
  • 77%
    2-25-2019
  • 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? No0/15
  • Did the Leasing Professional ask for your email address?No0/0
  • Did the Leasing Professional ask how you knew about the community?No0/3
  • 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?No0/5
  • 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?No0/0
  • 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: 72/100
    72
    72

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

After the 2nd ring... “Thank you for calling Spring Valley and Dulaney Spring Apartments, this is Lydia speaking, with whom do I have the pleasure of speaking with today?” I told Lydia I was looking for an apartment. Lydia asked me how soon I was looking to move, and I told her by the end of March. She asked me what size apartment I needed. I told her I needed a two bedroom. She used my name in conversation. She asked me my floor preference.

She told me about the special that they were taking $150 off the market rent and waiving a ½ month. Lydia went on to describe the apartment features which included the home intercom system. She said every home has an intercom system which makes the building a secured building. The visitor with ring the bell in order to enter the building. They also have eat-in kitchens and your home would either come with a balcony or a patio.

She reviewed my move date and told me what she had available. She said they had a one bedroom available at the end of March and she asked me if that would work. I reminded her I was looking for a two bedroom.

Lydia continued to look through the book, while explaining the discounted water bill and the storage that was provided for each resident.

She invited me in for a tour and we agreed on 2:30pm.

Lydia then went into detail of what I would need to bring if I decided to apply. She asked if I needed directions. I just said an address would work and I could use GPS. She said thank you and I will see you at 2:30 today.



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 property was easy to locate. It was neat and clean throughout the property. The office was neat and clean.
  •  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?Yes3/3
  • Did the Leasing Professional shake your hand?No0/0
  • Did the Leasing Professional introduce him/herself?No0/2
  • Did the Leasing Professional obtain your name during the visit?No0/2
  • Did the Leasing Professional continue to use your name in the conversation?No0/2
  • 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.)No0/0
  •  Total: 14/20
    14
    70

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

When I first arrived, there was a mother and two boys in the office. Lydia did greet meet me and said she would be with me shortly. Once she invited me to sit down, she continued to finish asking the questions. How many people will be in the home, any pets, and would you like to leave an email address. Then Lydia continued with how did you hear about us? I explained that I found the apartment through Apartments.com. At which point she said ok, I'm going to give you a brief tour.

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?No0/2
  • 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: 21/26
    21
    80.77

Comments on Qualifying Needs. :

Even though a lot of the questions were asked on the orginal call, the two important questions that Lydia never asked was my last name or my phone number. Once she finished asking the questions she explained that she was going to give me a brief tour through the model. She did ask if I was interested in the renovated or nonrenovated home. I explained to Lydia I was diffenetly interested in the renovated home. Lydia explained the features of the intercom system and mentioned how there was plenty of storage space in the home as we walked around.

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?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. Yes2/2
  •  Total: 18/19
    18
    94.74

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

Most of the benefits of the home were offered during the phone conversation when I called to schedule the appointment. The one question I asked was would I be able to change out the closet doors since they were difficult to open? Lydia stated that would be a modification to the home and there would probably be a small fee involved. I pointed out a large leak in the bathroom during the tour, which is when Lydia mentioned the great 24 emergency service.

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?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?Yes10/10
  • If unable to meet your needs, did the Leasing Professional refer you to another community?No0/0
  • 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: 28/30
    28
    93.33

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.):

Even though Lydia was very friendly as she walked me through the model, I feel that it was a little rushed and she really did not try to build a rapport to find out more about my needs. When I asked if there was any gym on site, she did explain there was a Merritt, YMCA and a Brick Bodies very close. Lydia invited me to see a vacant home, but I said that I wouldn't to bring my son back to take a tour. At which point she did ask if I would like to schedule another appointment. I stated that I would follow-up since I have other communities to visit. Lydia did remind me that prices were subject to change daily so the prices that she quoted may not be available within the next couple of days.

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.)Yes0/0
  •  Total: 0/0
    0
    NAN

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

I asked Lydia if the area was safe? And she responded crime doesn't have a name. And, she lives there and has never had an issue.

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 heard from anyone since they did not ask for my phone number.

Performance Evaluation

Total Phone Score: 72%
On Site Score: 81%
Total Score: 0%

General Questions