Report For Cristian Herrera at Villas at Rockville

Report For Cristian Herrera at Villas at Rockville

Current Score
Average Score
  • 76%
  • 88%
  • 25%50%75%100%

Performance Evaluations


  • 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?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?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?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: 21/29

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): :

Cristian was very professional over the phone. She answered the phone immediately stating her name and the property name. When I told her I was interested in an apartment,she asked me several questions to better understand my needs. She asked for my name, the size apartment needed, and the desired move in date. Once I gave her that information, she was able to find and available apartment for me. She told me the price of the apartment and when it was available; however, she didn't give me any information regarding its features or amenities. She asked me if I had time to visit the community and we scheduled an appointment. After confirming my phone number, she asked if I needed the address to the property. I left the conversation not knowing anything about the property, its features, or the local area.

The call lasted for slightly over 2:00 minutes. Cristian was very professional. There was a rush to invite me in for a tour before she learned more about my apartment search.

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?N/A0/0
  • Was your overall impression a positive one?Yes0/0
  •  Total: 0/0

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

The property was very easy to locate off of the main street. There were plenty of signs identifying the community. As I got deeper into the community, there were several directional signs pointing to where the leasing office was located. The property was very large and spread out, but it was very easy to navigate around.

I noticed that the property was very well maintained. I did not notice any trash or debris laying around. The grass was freshly cut and the dumpsters were empty.

Once in the office, I observed that it was very clean and organized. Overall, I had a very positive impression regarding the aesthetics of the community.


  • 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?Yes1/1
  • 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: 5/5

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

Upon entering the leasing office, I was greeted by Cristian. She welcomed me with a smile and asked how she could help me. I stated that I had an appointment with Christian to which she announced that she was Cristian. She asked if I could fill out a guest card so that she could get more information about me. She seemed genuinely interested in assisting me and was very pleasant and professional. She was wearing a blouse with slacks and flat shoes.


  • 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?Yes2/2
  • Did the Leasing Consultant ask or confirm your current address?Yes0/0
  • Did the Leasing Consultant ask or confirm why you are moving? Yes1/1
  •  Total: 8/8

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

Cristian went over a brief review of my preferences based on what we discussed over the phone. She provided me with a guest card to fill out that asked more specific questions, such as how did I hear about the community; how many occupants would be living there; was I bringing any pets; desired preferences; move in date; size apartment; and income qualifications. From that, she was able to find an apartment that fit my needs and was able to give me the pricing on it.

On the walk to the vacant apartment, she did ask me where I was living now and why I was moving to the area.


  • Did you see a MODEL or a VACANT?Yes0/0
  • Was a convenient route taken to the vacant/model apartment? Yes1/1
  • 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?Yes3/3
  • 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?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

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

Cristian took me to view a two bedroom vacant that was not far from the leasing office. On the short walk there, she spoke with me about the community and also asked some questions to better know me. It definitely created a rapport between us.

Upon entering the vacant, I noticed how clean and bright it was. Cristian accompanied me through each room and discussed their features and their benefits. She allowed me the time to look around and not feel rushed while also being available for questions. She was very knowledgeable about the floor plan and the community. Cristian did not discuss any of the community amenities so I am unsure if there were any or if she just did not mention them. Overall, I was able to learn a lot from the demonstration. She was very informative.


  • 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?Yes3/3
  • 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?N/A1/1
  • 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?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: 35/35

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

After the demonstration, Cristian and I walked back to the leasing office. She did not ask me if I wanted to apply; however, she did go over the application process with me. She told me that I could apply online and how the security deposit was determined. She also mentioned the costs associated with applying, i.e. the holding fee, amenity, fee, and application.

She did mention current specials that were going on now to urge me to apply. She told me that myself and my fiance would have to apply and she invited him to see the property as well. Cristian could have been a little more assertive in asking me if I wanted to apply; Although it was implied. I do believe she put her best sales effort forward.

Before leaving, she provided me with a brochure, her card, a copy of the floor plan, and a community map. She told me that I could reach out to her if I had any questions. Based on my visit with Cristian, I would have rented from her.

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

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?" :

When I asked about safety in the community, she said she was not aware of any problems and they can not guarantee anyone's safety. When asked if there were any kids living in the community, she stated that she didn't know that information.

Performance Evaluation

Total Phone Score: 72%
On Site Score: 94%
Total Score: 0%

General Questions