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Report For Tiffanie Mills at Seton Park Apartments

Report For Tiffanie Mills at Seton Park Apartments

0%
Current Score
76.04%
Average Score
  • 76%
    3-15-2019
  • 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?No0/1
  • 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?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?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?No0/1
  • 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): :

After the 1st ring... “Thank you for calling Seton Park, Tiffanie speaking, how can I help you?” I asked her to repeat her name she said it so fast when she answered I couldn’t understand. She asked me what size and informed me they only have two bedrooms and she gave me the starting price and the square footage. I told her I felt that was still kind of small; although, she didn’t ask me what I thought or what exact size I was seeking. She did immediately invite me in for a tour. She asked for my first and last name with my phone number. She asked if I had any pets and how many occupants. She gave me the pet fee. Tiffanie wanted to know how quickly I wanted to move, and I told her within 30 days.

She told me what was included in the rent. We confirmed a time that day. She gave me the address. She thanked me for calling and we said our goodbyes.

Tiffanie was very upbeat and friendly over the phone. She had a sense of urgency in her tone. She didn't ask for my price range but she did give me the starting from rate.

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: :

I was not shown

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?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?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 walked into the leasing office. The agent at the desk looked up and greeted me with a “hello” and smile. She was friendly and had a very genuine nature with a professional touch. I said I had just called and had an appointment with Tiffanie. She said, “that is me” in a very upbeat tone. She stood up and asked for my ID before the tour. She leaned over to grab the keys and she stated what she was going to show me which was a two-bedroom model and a vacant. She did not review a guest card or recap our phone conversation beforehand.

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?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?N/A1/1
  • Did the Leasing Consultant ask or confirm why you are moving? Yes1/1
  •  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::

Tiffanie did not invite me to sit down and review our phone conversation about my apartment needs and desires. She asked me some questions as we proceeded to take a tour. She also asked me my contact information over the phone so I gave her points.

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?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
    16
    80

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

We walked to the model. She did not ask if It was OK to walk to the model or vacant in consideration of anyone with a non-visible ailment. As we walked Tiffani was very delightful and professional. She seemed genuinely like a nice person which made me feel very comfortable. She asked me what I did for a living and I told her I was in real estate. She asked me where I currently lived, and I told her in north Baltimore. I told her that I was selling my home and needed to be closer to the west side area for work.

We entered the model and Tiffani began pointing out the kitchen appliances and telling me about the variation of cabinets they offer. She led me through each room and referred to the furniture layout. She said a king size bed could fit in the room. She opened closet doors to show the space. We went into the bathroom.

As we were exiting the apartment, she told me the model was for rent.

I asked if they had any problems with break-ins. She told me not to her knowledge but I could check with the local police department.

We walked several buildings over to see the vacant. As we entered, I immediately noticed the remodeled kitchen. Tiffani seemed to be very proud of her product and she pointed out all the new Whirlpool appliances.

I did make a grimace regarding the smell which seem to be coming from the carpet. She addressed my concern immediately when I asked if they would replace the carpet and she said they would.

Tiffani did the same and walked me through each room, once again, opening closet doors and showing me the space. As we were finishing the tour, she told me about the application fee and asked me if I wanted to apply that day. I told her I had an appointment with Dicky Hill Apartments and stressed they had bigger apartments for the value. She said her community was the most reasonably priced in the area. She didn’t ask me anymore questions about my apartment search. She said, “when I come back to them” (and we laughed at her friendly assumptive close) she told me what I needed to bring. I asked if she the application process information in writing because I wouldn’t remember it. She then said she would give me a packet at the office.

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?No0/2
  • 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? 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?No0/1
  • 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: 27/35
    27
    77.14

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

We walked back to office. There was another woman in the office, but she did not introduce nor did the person attempt to greet me. She gave me the packet and my ID back. She thanked me for coming and the call ended. She did not try to close me for a 2nd time. The first attempted close was soft. She was more telling me how to apply than asking if I would be applying.

Tiffanie had a great personality. She could have used the rapport that she quickly built with me at the beginning to learn more about my apartment search and what features and preferences I was specifically seeking. Instead, she focused on showing product and making sure she highlighted what she seemed to be very proud about which was the new upgrades. At closing she didn't sit with me and review the pricing and find out if her community was in my price range. She did not ask me any further questions about where else I was looking and she had no comments when I told her I was looking at Dicky Hill apartments.

The entire onsite call lasted for 18:00 minutes.

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 they had any problems with break-ins. She told me not to her knowledge but I could check with the local police department.

I did explain to Tiffany that I do a lot of work from home and I wanted to know if it was a quiet neighborhood without a lot of children. She said it was a quiet neighborhood but she did not address the question on quantity of children.

Performance Evaluation

Total Phone Score: 72%
On Site Score: 78%
Total Score: 0%

General Questions