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Report For Toni Woodard at Villas at Rockville

Report For Toni Woodard at Villas at Rockville

0%
Current Score
NAN%
Average Score
    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?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?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?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?N/A1/1
  • 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: 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): :

The phone was initially answered by Kristin, she introduced her self and mention the apartment name. I told her " my wife called the other day and talked to Toni ". I asked Kristin if Toni was available. She said that she was on the phone. Once Toni was available I was transferred to her.

Toni answered after the first ring once. She greeted by saying "Thanks for calling Villas at Rockville, this is Toni how may I help you". She asked me how many bedrooms did I need and when was I looking to move. I told her two bedrooms and within the next 30 days. She said the two bedroom go for $2,150. She then asked me if I wanted to come for a tour. Toni asked for my first name only. She did not mention any features or amenities on the phone. She did not take my phone number.

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?Yes0/0
  • 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: :

The leasing office was easy to find. Once I found it, the sign and exterior were clean. The grass was neatly cut and I did not see any trash on the premise.

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?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
    5
    100

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

When I walked in, Toni immediately greeted me, introduce herself, and shook my hands. She led me to her desk and asked me to sit down. She provided me with a guest card to fill out and also provided me with a pamphlet containing the floor plans and information on applying for an apartment.

Qualifying

  • Did the Leasing Consultant ask or confirm how you heard about the community?N/A1/1
  • Did the Leasing Consultant ask or confirm your move-in date?N/A1/1
  • Did the Leasing Consultant ask or confirm number of occupants?N/A1/1
  • 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?N/A0/0
  • 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::

Toni provided me with the guest card to fill out when I sat down. The guest card had all these questions but Toni herself did not ask the questions during the qualifying stage.

Demonstration

  • 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?No0/2
  • Did the Leasing Consultant spend enough time with you throughout the demonstration?No0/2
  • Were your objections overcome?Yes2/2
  • Was the vacant/model comfortable (lighting, temperature, clean)?Yes2/2
  •  Total: 12/20
    12
    60

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

When I arrived, I was greeted by Toni. She provided a guest card for me to fill out and also provided me a pamphlet containing information about the apartment. She asked for my ID. She looked at it briefly and gave it back to me.

Once I filled out the guest card, I provided it to her and we started walking to the model. The route that we took to the model was convenient. On our way I asked her about the security and Toni said that the apartment is safe and that I should go to the Rockville Police Department for more information regarding crime in the area.

She asked how many occupants would be in the apartment with me. We discussed my family size. She mentioned that there is an elementary school right across the street. She also mentioned the amenities like the amazon hub, gym, swimming pool, and the cleaner.

When we arrived at the model apartment, Toni left me to look into the apartment myself. She did not lead me around and she did not point out any features and amenities of each area of the apartment. She remained quiet. I made an objection about the appliance being dated and she said for $25 - $30 dollars more a month I can get newer appliances. She did mention that she will need to confirm with her supervisor to make sure that number is accurate. Apart from the dated appliance, the model was clean and spacious. Toni mentioned that the model had not being renovated in a while and "it was a very old community built in 1968" as she stated.

I was surprised that she did not walk me through the apartment.

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?Yes3/3
  • 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? 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: 21/35
    21
    60

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

Toni, went through the application process with me. She said the following: Each person over 18 will need to apply; I need two pay stubs or an income statement; There is a holding fee of $100; The security deposit can be $300- or one-month’s rent; And there is an amenity fee of $100.

She told me to apply online and provide a discount on the application fee. She did not attempt to overcome why I was not ready to lease today. Toni did not build rapport with me. She did not take her time to discuss what I was seeking when I first arrived at the property. She stayed focus on just showing me the apartment and telling me what I needed to apply. The tour lasted only fifteen minutes. Toni didn't show much enthusiasm for her product.

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?" :

When I asked "Is it a safe area?", Toni said the area is safe and that I should check with Rockville Police Department for more information regarding crime in the area.

I told her I have an infant and a toddler and she mention the elementary school across the street.

Performance Evaluation

Total Phone Score: 52%
On Site Score: 65%
Total Score: 0%

General Questions