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Report For Vanessa Cabezas at West Woods Apartments

Report For Vanessa Cabezas at West Woods Apartments

0%
Current Score
79.49%
Average Score
  • 59%
  • 81%
    9-4-2020
  • 99%
    12-18-2020
  • 25%50%75%100%

Performance Evaluations

Phone

  • Was the telephone answered promptly?Yes1/1
  • Did the leasing consultant answer by identifying him/herself and the community?Yes1/1
  • Was their voice pleasant and professional?Yes1/1
  • Did the leasing consultant ask for your name?Yes1/1
  • Did the leasing consultant use your name throughout the conversation?No0/1
  • Did the leasing consultant ask you how you heard about the community?Yes1/1
  • Did the leasing consultant request your phone number?No0/4
  • Did the leasing consultant ask your desired move in date?Yes1/1
  • Did the leasing consultant ask for the number of occupants?No0/1
  • Did the leasing consultant ask If you were looking for any special features or had any specific preferences in mind?No0/1
  • Did the leasing consultant ask if you needed directions to the community?Yes1/1
  • Did the leasing consultant ask what size apartment you were looking for?Yes1/1
  • Did the leasing consultant ask If you had a specific price range?No0/1
  • Did the leasing consultant ask If you had any pets? No0/1
  • Did the Leasing Consultant describe the apartment features?No0/1
  • Did the Leasing Consultant describe the community amenities or local area conveniences?N/A1/1
  • Was a specific apartment described that met your needs?No0/1
  • Were the apartment features described before a price was given?No0/1
  • Did the Leasing Consultant create a sense of urgency?No0/1
  • Did the Leasing Consultant attempt to set an appointment with you?Yes5/5
  • Did the Leasing Consultant leave a positive impression about him/herself and the community?N/A1/1
  • As a result of the conversation were you looking forward to visiting the community?N/A0/1
  •  Total: 15/29
    15
    51.72

Please describe the Leasing Consultant's telephone presentation including greeting (state the exact greeting), prices, features, amenities, and how they persuaded you to visit the community (Please write the phone narrative from beginning to the end of the conversation): :

Vanessa answered the phone after the 2nd ring and introduced the property and herself. I told her I was looking for an apartment. She asked me white size and I told her a two bedroom. She asked for my name. I gave her just my first name. She didn’t ask for my last name. She asked how soon, and I said as soon as possible. She said they did have a two-bedroom available. She invited me in for a tour and I told her I could be there by 11:30 am. She narrowed down my move date and I told her I needed to move by April 15th. She asked how I heard about them and I told her apartments.com. She wanted to know if I was familiar with the Annapolis area and I told her I was. She gave me a landmark they were next to. I asked for the address. She said she would send me an email confirming the address and time. She then asked for my email address.

We confirmed our 11:30 am appointment. She never took my phone number.

Overall, Vanessa was kind and professional. She was very soft spoken and I felt she wasn't assertive enough in finding out what my apartment and community preferences would be.

Site Observation

  • Was the community easy to locate?Yes0/0
  • Were the community signs quickly visible?Yes0/0
  • Were there enough directional signs to easily find the leasing office?Yes0/0
  • Were the signs in good repair and attractive?Yes0/0
  • Did you find the property trash fee and neat?Yes0/0
  • Was the landscaping attractive?Yes0/0
  • Was there any trash of furniture around the dumpsters?No0/0
  • Was the leasing office neat and inviting?Yes0/0
  • Were refreshments made available?No0/0
  • Were building entries clean and free of clutter?Yes0/0
  • Did you notice any siding/trim, etc. which needed painting and repair?No0/0
  • Were laundry rooms neat and clean? Yes0/0
  • Were common areas pool/playground etc. well maintained?Yes0/0
  • Was your overall impression a positive one?Yes0/0
  •  Total: 0/0
    0
    NAN

Please explain your answers, if necessary, to the questions related to the site observation: :

The property was very well groomed. I did not observe any trash overflowing near the dumpsters. The parking lot was clean as well as the leasing office.

Greeting

  • Did the Leasing Consultant stand up to greet you with a smile and a handshake OR, if the Leasing Consultant was busy with someone else, did he/she acknowledge your presence and ask you to make yourself comfortable?No0/1
  • Was the Leasing Consultant dressed professionally?Yes0/0
  • Did the Leasing Consultant introduce him/herself to you?No0/1
  • Did the Leasing Consultant have a partially completed guest card available, fill one out to you, or invite you to fill one out?Yes1/1
  • Did the Leasing Consultant seem genuinely interested in helping you?Yes1/1
  •  Total: 2/4
    2
    50

Please describe how the Leasing Consultant interacted with you when you first arrived on-site? :

I walked into the leasing office. Vanessa looked at me and said, “hello” and I asked if she was Vanessa. She said she was and did not shake my hand. I found her introduction to be more reactive than proactive in introducing herself and shaking my hand which she did not do.

I asked if this was a temporary leasing office because it was hard to find. There is a definite need for more directional signs. She told me where some signage was located but I did not see it. She confirmed that this was their permanent leasing office.

Qualifying

  • Did the Leasing Consultant ask or confirm how you heard about the community?Yes1/1
  • Did the Leasing Consultant ask or confirm your move-in date?Yes1/1
  • Did the Leasing Consultant ask or confirm number of occupants?Yes1/1
  • Did the Leasing Consultant ask or confirm special or specific features?No0/1
  • Did the Leasing Consultant ask or confirm your phone number?Yes1/1
  • Did the Leasing Consultant ask or confirm the size apartment you needed?Yes1/1
  • Did the Leasing Consultant ask or confirm your current address?N/A1/1
  • Did the Leasing Consultant ask or confirm why you are moving? No0/1
  •  Total: 6/8
    6
    75

Please describe the process used by the Leasing Consultant to uncover your needs by qualifying during the on-site presentation::

She asked me to have a seat. She asked me if I was from the local area and I told her I was from White Marsh, MD. She confirmed my move date and the lead source I found them on. She reviewed my email address. She had a partially filled out guest card and had me fill out the rest.

Vanessa used a floor plan to show me what they had available. She asked if I was flexible with my move date. I said I wasn’t. She reviewed how many occupants. She asked why I was moving to Annapolis. I told her I was getting separated from my husband.

She told me the unit she would show me the unit I would be moving into. She informed me that there was someone else interested in the space as well and it would be first come first serve. She asked me for my ID.

She asked me how many other properties I had to look at and I told her several. She didn’t ask me which ones.

Demonstration

  • Did you see a MODEL or a VACANT?Yes0/0
  • Was a convenient route taken to the vacant/model apartment? Yes2/2
  • Did the Leasing Consultant attempt to find out more about you while you walked to the vacant/model, during the presentation, or while reviewing floor plans?Yes2/2
  • Did the Leasing Consultant speak of the benefits concerning the Management Company?No0/2
  • Did the Leasing Consultant mention maintenance and their quick response?No0/2
  • Did he/she discuss or point out the amenities and facilities on the property or any area conveniences?No0/2
  • Were benefits or features in the apartment pointed out or discussed with you?Yes2/2
  • Was the presentation personalized by talking about your furniture/belongings and how they would fit in the apartment?Yes2/2
  • Did the Leasing Consultant spend enough time with you throughout the demonstration?Yes2/2
  • Were your objections overcome?Yes2/2
  • Was the vacant/model comfortable (lighting, temperature, clean)?Yes2/2
  •  Total: 14/20
    14
    70

Onsite Narrative (Please provide a detailed narrative of your visit and be specific. This is mandatory.):

We left for the tour. We discussed the poor signage as we walked to the vacant. She described where the signs were located.

I asked if the buildings were secure. She said they are not locked during the day so the mail person can get in. She offered no other safety details.

We entered the vacant. Vanessa walked me through each area of the vacant. I asked if she had anything on the 3rd floor and she said she did not. I told her I wanted the 3rd floor. She told me they had a top floor coming available if I had some flexibility.

I asked if they had any problems with break-ins. She said, “not to her knowledge and it is a very quiet neighborhood.”

I told her I had a 16-year-old son and asked if there were kids his age that live on property. She said they rent to whomever qualifies. She also informed me that I could observe who got on and off the school bus a block away.

I asked if I could get an accent wall. She said they only paint the basic color and I could do my own painting.

Closing

  • Did the Leasing Consultant invite you back to the office?Yes1/1
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process?Yes10/10
  • Did the Leasing Consultant confirm your move in date?Yes2/2
  • Did the Leasing Consultant mention any specials or incentives that were currently being offered?No0/3
  • Did the Leasing Consultant create a sense of urgency?Yes2/2
  • Did the Leasing Consultant ask you why you were not interested in renting today? Yes2/2
  • If you stated that you had other places to see, were you asked where else you wanted to look before making a decision?No0/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?N/A1/1
  • Were you given a brochure?Yes1/1
  • Were you give an application? N/A1/1
  • Did you feel that the leasing consultant was giving the sale his/her best effort?No0/2
  • Did the Leasing Consultant attempt to overcome your objections in regards to why you are not ready to lease today and close again?No0/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?No0/5
  •  Total: 20/35
    20
    57.14

Please briefly describe the Leasing Consultant's closing skills and techniques used ( This is a mandatory field. Be as specific as possible).:

We walked back to the leasing office. She asked me when I would be deciding, and I told her by the end of next week. She began telling me how to apply online. Vanessa gave me my ID back. She did not review the application process nor made no mention of it.

She told me they offer a discount on the 24-hour gym that is close by. Vanessa thanked me for coming and we said our goodbye.

Overall, Vanessa was very soft spoken. She was nice and professional. She told me about the apartment features but did not exude a strong delivery. It felt like she was going through the motions but not excited about her product. She never took the time to ask what I was looking for in my apartment preferences. She gave me pricing in the brochure folder but never reviewed it onsite with me.

Fair Housing/ Crime Supplement

  • Did the Leasing Consultant respond properly when you asked "What type of security do you have?" or "Is it safe here?"Yes0/0
  • Did the Leasing Consultant respond properly when you asked "What type of people live here?" Yes0/0
  • Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?No0/0
  •  Total: 0/0
    0
    NAN

Explain the Leasing Consultant's response to "What type of security do you have?" or "Is it safe here?" and "What type of people live here?" :

I asked if they had any problems with break-ins. She said, “not to her knowledge and it is a very quiet neighborhood.”

I told her I had a 16-year-old son and asked if there were kids his age that live on property. She said they rent to whomever qualifies. She also informed me that I could observe who got on and off the school bus a block away.

Performance Evaluation

Total Phone Score: 52%
On Site Score: 63%
Total Score: 0%

General Questions