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Report For Karell Sesay at Woodland Grove

Report For Karell Sesay at Woodland Grove

0%
Current Score
75%
Average Score
  • 75%
    02-23-2019
  • 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?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?Yes1/1
  • Did the leasing consultant ask If you were looking for any special features or had any specific preferences in mind?Yes1/1
  • 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?Yes1/1
  • Did the leasing consultant ask If you had any pets? No0/1
  • Did the Leasing Consultant describe the apartment features?Yes1/1
  • 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?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?Yes1/1
  • As a result of the conversation were you looking forward to visiting the community?Yes1/1
  •  Total: 21/29
    21
    72.41

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): :

Karell answered the phone with the name of the community and she introduced herself. She sounded very professional and friendly. Karell made jokes and sounded as if she really wanted to help me. She answered the phone by saying "Thank you for calling Woodland Grove Apartments this is Karell, how can I help you". She asked me what size apartment and when I was looking to move. I told her the 2nd week in March and I needed a one bedroom. She gave me the starting price. She told me I would be responsible for gas and electric. She did ask if I had a floor preference while using my name throughout the conversation. I told her the price was fine so that confirmed my price range. She asked how many occupants and reviewed by exact move in time.

Next Karell invited me in for a tour. We agreed on a 12:30 appointment. She asked me how I heard about the community and if I needed directions. She wanted to know if there were any special amenities I was looking for in my apartment. I told her I needed a lot of storage space. Karell explained the closets space in the apartment.

She confirmed the our time and we said our goodbyes. The call lasted for 5:26 minutes.

Karell should have asked about my preferences earlier in the phone conversation. She waited til the end as if it was almost an afterthought. She took only my first name and never asked for my phone number nor my email address.

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? 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: :

Woodland Grove is directly next to another property that looked shabby and old. I was happy to find that these were the other community's apartments.

Woodland Grove looked clean and neat as well as updated. The siding looked new and fresh. The specific building we looked at was very clean and smelled fresh. The leasing office looked clean and neat as well. I noticed a coffee maker in the office, but was not offered coffee or any refeshments.

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?Yes1/1
  • 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: 3/4
    3
    75

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

Karell was with a current resident when I walked in the leasing office. The room was small and I did feel a awkward because I was right in their conversation, yet when I walked in she didn't even look up to greet me in any way. As soon as the other people left she warmly greeted me from her seat. She remembered who I was.

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?Yes1/1
  • 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?No0/0
  • Did the Leasing Consultant ask or confirm why you are moving? Yes2/2
  •  Total: 8/8
    8
    100

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

Karrell asked me to fill a guest card out then went over the information I wrote down to confirm.

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?Yes2/2
  • 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?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?No0/2
  • 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.):

Karrell took me to a vacant directly across from the office so the walk was very short. Upon entering the apartment she led me through each room pointing out each area and highlighting a feature. The apartment looked clean and smelled good. She pointed out the patio as a plus as well as mentioning how great the L shaped floorplan fit furniture.

She also showed me how much closet space there is which was one of the features I told her over the phone and she confirmed in person. I was disappointed there was no washer and dryer in the apartment and she mentioned for a higher rent I could have a washer and dryer in unit. She didn't ask if that was a "deal breaker". So she really didn't overcome my objection. If it was a "deal breaker" she could have recommended another sister property which was never discussed.

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?No0/2
  • Did the Leasing Consultant ask you why you were not interested in renting today? No0/2
  • If you stated that you had other places to see, were you asked where else you wanted to look before making a decision?Yes1/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?Yes1/1
  • 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?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?No0/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?Yes5/5
  •  Total: 24/35
    24
    68.57

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

Karell did not make a strong effort to close me even when I told her I was the decision maker and my husband would do whatever I wanted; However, she did make a soft attempt to close me and mentioned we could apply online. She also said she would be in contact with me when a one bedroom with a washer and dryer was available.

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?" :

Karell said that like any community they can not directly promise safety, but that there was a safety officer who lived on the property.

I asked if a lot of children lived in the community because I was concerned about the noise factor. She said, "they rent to whomever qualifies".

Performance Evaluation

Total Phone Score: 72%
On Site Score: 76%
Total Score: 0%

General Questions