Report For Val Smallwood at Palladian Apartments

Report For Val Smallwood at Palladian Apartments

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

Performance Evaluations


  • Did the leasing Professional stand up to greet you OR, if the Leasing Professional was busy with someone else, did he/she acknowledge your presence and ask you to make yourself comfortable?Yes3/3
  • Did the Leasing Professional greet you with a smile? Yes1/1
  • Did the Leasing Professional dress professionally? Yes1/1
  • Was the Leasing Professional wearing a name tag?Yes0/0
  • Did the Leasing Professional introduce him/herself to you? Yes3/3
  • Did the Leasing Professional seem genuinely interested in helping you? Yes3/3
  • Did the Leasing Professional request a picture ID (If you never left the leasing office, mark N/A).No0/1
  • Did the Leasing Professional give a good first impression? Yes1/1
  •  Total: 12/13

Comment (Provide as much detail of the greeting as possible. This is a mandatory box.):

Valerie greeted me as soon as I came in. She was very professional in both her appearance and demeanor and was very helpful. She did a great job building rapport. She left me with an excellent first impression. She did not ask for my ID before we went and toured the property.

Qualifying/ Probing & Gathering

  • Did the Leasing Professional recall or ask about your move?Yes2/2
  • Did the Leasing Consult recall or ask you what special features or preferences you wanted for your apartment home? No0/4
  • Did the Leasing Consultant recall or ask for your phone number? Yes2/2
  • Did the Leasing Consultant recall or ask how many people would occupy the apartment? Yes2/2
  • Did the Leasing Consultant ask or recall if you had any pets? Yes2/2
  • Did the Leasing Consultant recall or ask why you were moving? Yes2/2
  • Did the Leasing Consultant recall or ask for your email address? Yes2/2
  •  Total: 12/16

Comment (Provide as much detail of the Gathering/Probing as possible. This is a mandatory box.):

She asked how many bedrooms and how many people would occupy the unit but did not specifically ask what amenities or features I was looking for.

Valerie had me fill out a guest card while she assembled a brochure packet and gathered the keys to show me the vacants. She confirmed my move in date and size apartment I needed. I told her my April 1st and a one bedroom would be fine. She highlighted that the community was very close to the metro.

Demonstration/ The Sale

  • Did you see a MODEL or a VACANT apartment?Yes0/0
  • Did the Leasing Consultant attempt to build rapport by finding out more about you during your visit, while you walked to the vacant/model, during the tour, or while reviewing floor plans?Yes5/5
  • Did he/she discuss or point out the amenities and facilities of the apartment community? Yes2/2
  • In the presentation of the vacant, model, or in review of the floor plans, was there discussion regarding your furniture/belongings and how those items would fit in the apartment, to ensure your visit was personalized?No0/2
  • Was the leasing office comfortable (lighting, cleanliness, room temperature, etc.) If there was no vacant/model?Yes4/4
  • After stating a concern (objection), was your objection overcome?Yes0/0
  • During the demonstration, did the Leasing Consultant reference your specific needs or preferences? Yes4/4
  •  Total: 15/17

Comment (Provide as much detail on the demonstration as possible. This is a mandatory box.):

As we walked to the elevator Valerie built rapport with me by sharing where she grew up and she mentioned her son.

Valerie did a great job on the presentation. We actually viewed three vacant units. She walked me through each area of the vacant and pointed out the features of each. For instance, the terrace in the first unit, the larger square footage of the "Mount Vernon" unit, the washer and dryer in the units and other features of the apartment. I explained to her that I wanted tennis courts. She pointed out that although there were no tennis courts on site, they were nearby. We also visited the fitness center. When I asked about viewing the pool, she stated it was shared with another complex and was in the atrium of the building and could not be viewed because it was not open yet. We went downstairs to the clubhouse, which she said was open 24 hours.


  • Did the Leasing Consultant ask closing questions during the tour or as they were ending their presentation of the floor plans(if no tour)?Yes3/3
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process? No0/10
  • Did the Leasing Consultant create urgency? Yes3/3
  • Were you given a brochure, an application, and/or encouraged to apply online? Yes2/2
  • Did the Leasing Professional explain what was required in order to apply? Yes1/1
  • Based on the presentation, do you feel the Leasing Consultant was actively selling their product/encouraging you to live there? Yes5/5
  •  Total: 14/24

Comment (Provide as much detail on the closing as possible. This is a mandatory box.):

After we completed the tour, she recapped the brochure she was leaving with me mentioning her contact information was on the sheet. I did not get a business card from her. The brochure included information on the application process and we did discuss it briefly but she did not ask me to fill out an application. She explained that availability can change quickly. She told me after I fill out the online application the process takes about two days for approval then I would come in and sign the lease and the "place is mine." Valerie could have been more direct in asking me if I wanted to apply that day.

Overall, she did a great job of selling me on the property without being too pushy. Valerie did an extraordinary amount of rapport building; However, I felt she could have used the great chemistry between us to dig more specifically about my apartment search. Such as why I was moving; where I was currently living; and why was I moving.

Fair Housing/Crime

  • When you asked, "Is it safe here?", how did the sales consultant respond?Yes0/0
  •  Total: 0/0

Comment (Provide as much detail as possible. This is a mandatory box.):

Valerie stated to me that them door downstairs and garage were secure and the Rockville area had a lot of security patrol in general. She said, "simple robberies will happen". She told me officers patrolled the area regularly and the court and sheriff were nearby. She explained she lived there ten years and felt perfectly safe.

I asked if there were a lot of children and Valerie said, "not many." She tried counting on her hand how many they had.

Site Observations

  • Was the community easy to locate?Yes0/0
  • Were 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 free and neat?Yes0/0
  • Was the landscaping attractive? Pot holes in parking lot.Yes0/0
  • Was there any trash or 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? Mail on the floor and some trash in hallway. Yes0/0
  • Did you notice any siding/trim, etc. which needed painting or repair?No0/0
  • Were laundry rooms neat and clean?Yes0/0
  • Were common areas like pool/playground well maintained?Yes0/0
  • Was your overall impression a positive one?Yes0/0
  • Please describe the condition of the community, leasing office, and vacant/model as well as the common area amenities.Yes0/0
  •  Total: 0/0

Comment (Provide as much detail as possible. This is a mandatory box.):

The complex was a very short distance from the Rockville metro and I had no difficulty finding it. Everything looked neat and clean. No trash or abandoned furniture. I didn't see anything that required immediate attention. Everything appeared to be in excellent condition.

Performance Evaluation

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

General Questions