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Report For Diana Rodriguez at Somerset Apartments

Report For Diana Rodriguez at Somerset Apartments

0%
Current Score
67.45%
Average Score
  • 85%
    4-18-2019
  • 49%
    11-01-2019
  • 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?Yes1/1
  • Did the leasing consultant ask you how you heard about the community?No0/1
  • Did the leasing consultant request your phone number?Yes4/4
  • Did the leasing consultant ask your desired move in date?Yes1/1
  • Did the leasing consultant ask for the number of occupants?Yes1/1
  • 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?No0/1
  • 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?N/A1/1
  • Did the leasing consultant ask If you had any pets? Yes1/1
  • Did the Leasing Consultant describe the apartment features?No0/1
  • Did the Leasing Consultant describe the community amenities or local area conveniences?No0/1
  • Was a specific apartment described that met your needs?Yes1/1
  • Were the apartment features described before a price was given?N/A1/1
  • Did the Leasing Consultant create a sense of urgency?Yes1/1
  • 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?Yes1/1
  • As a result of the conversation were you looking forward to visiting the community?Yes1/1
  •  Total: 24/29
    24
    82.76

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): :

After the 3rd ring Diana answered with the name of the community and she introduced herself. I told her I was checking on the availability of their apartments. She asked me how many bedrooms I needed, and she said she had one three-bedroom available and she gave me the rate of $1,712. She asked when I needed it and I told her the 1st or 2nd week in May. She told me it would be ready the 1st week.

She asked if I had any pets and she told me the pet policy. She named some breeds that they did not accept, and she told me the extra cost. She asked me how many occupants and I told her two people. She asked me what I needed a 3rd bedroom for and I told her an office.

Diana asked for my first/last name and phone number. She began using my name in conversation and invited me in to do some paperwork. She then started telling me what I needed to apply, and she was very specific to all the documents I needed to bring. She clarified that the 2nd person was over 18 and I told her that he was under 18 years old. She told me I needed a money order for $25.

We agreed on a Thursday appointment for originally 9:30 am. I called back Thursday morning and re-scheduled for 11:30 am that morning. Diana thanked me calling and she repeated our appointment back to me.

Overall, Diana was very upbeat and had a friendly personality. The conversation felt very warm and inviting. She created a sense of urgency because she only had one 3 bedroom left. She gave me the price but didn't ask if it was in my price range; however, I didn't bulk at the rate so I gave her points for question #13. I learned this one 3 bedroom was renovated when I arrived but she did not share that with me over the phone. She did not describe any apartment features.

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?Please Select0/0
  • Did you notice any siding/trim, etc. which needed painting and repair?No0/0
  • Were laundry rooms neat and clean? N/A0/0
  • 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: :

I had no problem following the signs to the leasing office. I did not observe any trash overflowing from the dumpsters. Landscaping looked well groomed so nothing over grown. The office was small but clean.

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?Yes1/1
  • Was the Leasing Consultant dressed professionally?Yes0/0
  • Did the Leasing Consultant introduce him/herself to you?N/A1/1
  • Did the Leasing Consultant have a partially completed guest card available, fill one out to you, or invite you to fill one out?No0/1
  • Did the Leasing Consultant seem genuinely interested in helping you?Yes1/1
  •  Total: 3/4
    3
    75

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

I entered the office. Diana said, “hello” and looked at me. She did not stand right away and introduce herself before I did. I told her who I was, and she was exceptionally friendly. She didn't introduce herself but her body language was very outgoing and kind. She jumped right into the conversation of the three bedroom I was seeking.

I did not observe a paper or electronic guest card nor was I asked to fill one out.

Qualifying

  • Did the Leasing Consultant ask or confirm how you heard about the community?No0/1
  • 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?N/A1/1
  • Did the Leasing Consultant ask or confirm the size apartment you needed?Yes2/2
  • Did the Leasing Consultant ask or confirm your current address?No0/0
  • Did the Leasing Consultant ask or confirm why you are moving? No0/1
  •  Total: 5/8
    5
    62.5

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

Diana reviewed the number of occupants and if I had any pets along with apartment size and move date. She was intent on getting me to apply for the last three bedroom apartment. She did not spend time learning about my apartment and community preferences and amenities. I would recommend that she take time to learn more about the prospect. She did not ask me why I was moving.

Demonstration

  • Did you see a MODEL or a VACANT?No0/0
  • Was a convenient route taken to the vacant/model apartment? N/A2/2
  • 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?No0/2
  • Did the Leasing Consultant speak of the benefits concerning the Management Company?No0/2
  • Did the Leasing Consultant mention maintenance and their quick response?N/A2/2
  • Did he/she discuss or point out the amenities and facilities on the property or any area conveniences?Yes2/2
  • 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: 16/20
    16
    80

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

entered the office. Diana said, “hello” and looked at me. She did not stand right away and introduce herself before I did. I told her who I was, and she was exceptionally friendly. She said she could not show me the three bedroom which she made clear over the phone; however, she did not tell me over the phone that it was in full renovation. I would have been much more motivated to see it.

I sat at her desk and she used the floor plan to demonstrate the layout of the apartment. She recapped the price and the square footage. Diana then immediately went into telling me about what is included in the rent and what is not. She recapped the number of occupants and if I had any pets. She explained the maximum allowable income and used the “Check List” to review with me.

Diana created a sense of urgency by telling me that someone else has already put in their application, but she wouldn’t know until Monday if they are approved so I still had a chance if I also submitted my application. She highly encouraged me to bring everything into the office that is required to apply. She asked me, again, when could I apply. I told her I really wanted to see something. She was apologetic she couldn’t show me anything. I wanted to know if I could apply online and she said I could, but I still would need to bring a money order in the office.

She told me about the pool, local gyms in the area, and shopping areas. I asked if there were a lot of kids in the community and she said, “not really.” She said the kids they do have are “good kids”. Diana shared she lived on property and she said it was quiet.

I asked if they had any problems with break ins and she said not since she has been there for the past three months. She offered that not everyone has the same experience.

I told Diana that I was going to ride around the property more and get a feel for the community. She told me to call and let her know what my decision would be. She thanked me for coming by and we said our goodbyes. She had given me a brochure with floor plans the rates along with an application. I asked about a business card but she said she didn't have any yet.

Overall, Diana seemed genuinely helpful and professional. She didn't spend time learning about my needs when she had the opportunity during my onsite visit. She was solely intent on getting me to fill out the paperwork.

Closing

  • Did the Leasing Consultant invite you back to the office?N/A1/1
  • 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?N/A3/3
  • 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? Yes1/1
  • Did you feel that the leasing consultant was giving the sale his/her best effort?Yes2/2
  • Did the Leasing Consultant attempt to overcome your objections in regards to why you are not ready to lease today and close again?Yes4/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?Yes5/5
  •  Total: 34/35
    34
    97.14

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

Diana highly encouraged me to start the application process because of the limited inventory. She offered to have me fill out the application more than once during my visit. She was genuinely pleasant to speak with.

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 there were a lot of kids in the community and she said, “not really.” She said the kids they do have are “good kids”. Diana shared she lived on property and she said it was quiet.

I asked if they had any problems with break ins and she said not since she has been there for the past three months. She offered that not everyone has the same experience.

Performance Evaluation

Total Phone Score: 83%
On Site Score: 87%
Total Score: 0%

General Questions