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Report For Latoya Hall at Tall Oaks

Report For Latoya Hall at Tall Oaks

0%
Current Score
NAN%
Average Score
    25%50%75%100%

Performance Evaluations

Telephone - 100 points possible

  • Did the Leasing Professional answer with the name of the community? (State the exact greeting in the comment box at the end of the section).Yes3/3
  • Did the Leasing Professional identify him/herself?Yes3/3
  • Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • Did the Leasing Professional effectively use your name in conversation?Yes3/3
  • Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • Did the Leasing Professional ask for your telephone number? Yes15/15
  • Did the Leasing Professional ask for your email address?No0/0
  • Did the Leasing Professional ask how you knew about the community?Yes3/3
  • Did the Leasing Consultant determine apartment size?Yes5/5
  • Did the Leasing Consultant determine move-in date?Yes5/5
  • Did the Leasing Consultant determine number of occupants?Yes5/5
  • Did the Leasing Consultant determine if you had any pets?Yes5/5
  • Did the Leasing Consultant determine your price range?Yes5/5
  • Did the Leasing Consultant determine specific needs (i.e. w/d connections, up/downstairs, fireplace)?Yes5/5
  • Did the Leasing Professional suggest you visit the company website?No0/0
  • Did the Leasing Professional describe apartment features and/or amenities? (Please explain in the comment box at the end of the section.) No0/3
  • Did the Leasing Professional create a sense of urgency?Yes3/3
  • Did the Leasing Professional extend an invitation for you to visit the community?Yes3/3
  • Did the Leasing Professional try to set a specific appointment? (Please explain in the comment box at the end of the section.)Yes15/15
  • Did the Leasing Professional offer directions to the community?Yes3/3
  • Based on the Leasing Professional's presentation, were you motivated to visit the community? Yes10/10
  •  Total: 97/100
    97
    97

Telephone Comments (Please provide the phone conversation from start to finish. All details are necessary.):

The Leasing Professional answered, “Thank you for calling Tall Oaks Apartments. This is Latoya. How can I help you?” I told her I was calling about an apartment. She asked what size I needed, and I told her a one or two bedroom, depending on the price. She asked how soon I was looking to move, and I told her by or before March 15th. She confirmed my name and used it throughout the rest of the call.

Latoya continued and asked how many people would be moving in and whether I had a floor preference. She said she had some bottom levels available and asked, how I heard about them. She asked for a contact number. Latoya shared the details of the available apartment. She said they had a two bedroom on the lower level for $991 a month. She also said they had a one bedroom for the best price of $856, and she confirmed those would be in my price range.

Latoya invited me for a visit, and we set an appointment. She also explained they were running a promotion of $500 off my first month’s rent, and the application fee was only $14. Before the call ended Latoya asked, if I was bringing any pets. She confirmed I would be coming for a tour and told me her name again. She thanked me for calling. She did not ask for my email address or mention the website. Latoya did not give details on the features of the apartment or community amenities.

Community information

  • Did you easily locate the community?Yes0/0
  • Were the main community signs clear, visible and in good condition?Yes0/0
  • Were there adequate signs directing you to the community?No0/0
  • Were the lawns and landscaping neat and trim, and free of all trash?Yes0/0
  • Was the general appearance of the parking area in good condition and free of trash?Yes0/0
  • Was the leasing office clean, neat, and orderly?Yes0/0
  • Did the leasing office communicate warmth and welcome?Yes0/0
  • Was your first impression of the community and curb appeal a positive one?Yes0/0
  •  Total: 0/0
    0
    NAN

Please tell us your observation of the community below in the comment box. :

I used the road shared by Hillendale Gate Apartments and had a hard time finding the leasing center. There were no signs directing me to the leasing office. The community was clean and in good condition. The leasing office was tidy and comfortable.

Greeting - 20 points possible

  • Did the Leasing Professional greet you with a smile, or if busy, acknowledge you immediately?Yes2/2
  • Did the Leasing Professional stand to greet you?Yes2/2
  • Did the Leasing Professional shake your hand?No0/0
  • Did the Leasing Professional introduce him/herself?Yes3/3
  • Did the Leasing Professional obtain your name during the visit?Yes2/2
  • Did the Leasing Professional continue to use your name in the conversation?Yes1/1
  • Did the Leasing Professional ask you to sit down?Yes2/2
  • Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you?Yes5/5
  • Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? Yes2/2
  • Was the Leasing Professional wearing a nametag? No0/0
  • Did the Leasing Professional remember your telephone call?Yes0/0
  • Did the Leasing Professional have previous information on you readily available?Yes0/0
  •  Total: 19/19
    19
    100

Comments (Please explain in detail your experience as you entered the leasing office). :

I walked into the Tall Oaks leasing office around 4:44 PM. When Latoya saw me, she stood up and said, “Hi. How may I help you?” She did not shake my hand. She confirmed who I was and invited me to have a seat. She confirmed I wanted a one or two bedroom depending on price. She also confirmed both of the prices she quoted over the phone worked for me. Latoya explained I was in the two bedroom already and said she had a one bedroom model next door if I want to take a look at that. She informed me she had a renovated one and it’s $991 with the kitchen island, black appliances.” Then she showed me some pictures. Latoya was not wearing a name-tag.

Indentify Needs - 26 points possible

  • Was a guest card completed on paper or electronically? (State who filled out the guest card in the comment box at the end of the section.) No0/2
  • Did the Leasing Professional determine how you knew about the Community?Yes2/2
  • Did the Leasing Professional identify size of apartment you needed?Yes1/1
  • Did the Leasing Professional identify your move-in date?Yes1/1
  • Did the Leasing Professional identify number of occupants?Yes2/2
  • Did the Leasing Professional identify phone number?Yes2/2
  • Did the Leasing Professional identify price range or budget?Yes1/1
  • Did the Leasing Professional identify if you have any pets?Yes2/2
  • Did the Leasing Professional identify where you live now?No0/1
  • Did the Leasing Professional ask why you were moving?No0/2
  • Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes2/2
  • Did the Leasing Professional create rapport while attempting to determine your needs? (Please explain in the comment box at the end of the section). Yes2/2
  • Did the Leasing Professional demonstrate the features of the model apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
  • Did the Leasing Professional discuss the features and benefits of the model apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
  •  Total: 21/26
    21
    80.77

Comments on Qualifying Needs. :

Latoya said she also had one bedroom for $866 with the original style and a patio. She said we could take a look at it across the hall. She continued to share the availability with me by telling me about the two bedrooms available for $991 and said we could take a look at the one next door. From there, Latoya got up and began pointing out the features of the apartments. She talked about the square footage and balconies as well as the carpet color, central air, and electric stove. As we crossed the hall, she pointed out the storage unit and laundry area. Latoya did not ask where I lived or why I was moving. No guest card was completed.

Demonstrating - 19 possible points

  • Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes1/1
  • Did the Leasing Professional use the site plan and/or offer a site plan to show the location of the available apartment?No0/2
  • Did the Leasing Professional mention our Resident Services department and our 24 hour emergency maintenance?No0/1
  • Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)Yes4/4
  • Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?Yes1/1
  • Did the Leasing Professional discuss the minimal charge for water or point out that there is free water included?Yes2/2
  • Did the Leasing Professional show a model apartment that was clean and neat? If not, please explain in the comment box at the end of the section. Yes3/3
  • Did the Leasing Professional effectively overcome your objection(s)? Please explain in the comment box at the end of the section. Yes4/4
  • Did the Leasing Professional begin asking closing questions early in the presentation? Please explain in the comment box at the end of the section. Yes1/1
  •  Total: 16/19
    16
    84.21

Comments on the Demonstration (Please describe your experience while touring with community with the agent.):

Inside the model, she pointed out the eat-in style kitchen, dishwasher, and bathroom with a divider. We walked into the bedroom, and Latoya asked if I preferred the one or a two bedroom. We walked back into the first model. When I said I liked the island best, she confirmed that the island layout was available in both sizes, and she showed me a layout. Midway through the interaction, she shared her personal experience with the community, creating a rapport. A site plan was not utilized, and we did not talk about the resident service or 24 hour emergency maintenance.

Closing - 30 points possible

  • Did The Leasing Professional discuss rental rates positively and confidently?Yes1/1
  • Did the Leasing Professional create a sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. Yes3/3
  • Did the Leasing Professional mention current specials?Yes0/0
  • Did the leasing professional attempt any of the following closes? The closes listed below are worth 5 points each; however, a maximum of 10 points can be earned if the leasing consultant asked two of the four questions. If two of the four questions were answered, then check “Yes” in this box for 10 points. If no, then check this box “No” and no points will be earned. Yes10/10
  • Did the Leasing Professional ask you to fill out an application?Yes0/0
  • Did the Leasing Professional ask you question that generated a yes or no answer? Yes0/0
  • Did the Leasing Professional use assumptive phrases (ex: "your apartment", "you'll love living here", etc.?No0/0
  • Did the Leasing Professional use a closing technique not listed above? (Please specify in the comment box at the end of the section.)No0/0
  • Did the Leasing Professional attempt to schedule another visit to the community?Yes2/2
  • Did the Leasing Professional provide you with any promotional material (business card, brochure, floor plans, etc.)?Yes2/2
  • Did the Leasing Professional suggest you visit the company website?No0/0
  • Based on the Leasing Professional's presentation, would you have leased an apartment?Yes10/10
  • If unable to meet your needs, did the Leasing Professional refer you to another community?Please Select0/0
  • Did the Leasing Professional do or say anything to make your visit "extraordinarily" memorable? (Please explain in the comment box at the end of the section.)No0/0
  • Did the Leasing Professional ask permission to keep in touch?No0/2
  •  Total: 28/30
    28
    93.33

Closing Comments (Please explain all the details of how the agent attempted to close you at the end of the onsite visit. Also, explain your reason for not leasing that same day.):

After the tour, Latoya confirmed I liked the one bedroom. She reminded me of the price and promotion with $500 off and the $14 application fee. She said I could move in by March 15th. She asked if I knew when I wanted to do an application. I said I had one more place to see. I explained the goal would be by the end of the week to have my decision. She explained they took care of the water, trash, and sewage there. She talked about the deposit and how it would be determined. Latoya told me the only thing she could not guarantee would be the special. She further asked which day this week I would be able to come back, and she told me Tall Oaks was open every day this week. I said I was hoping for a washer and dryer in the apartment, and Latoya reminded me they had them inside the building just not in the apartments. Latoya ended the visit by asking if I had any more questions. She gave me a card and a brochure. She did not mention the website or ask to keep in touch.

Fair Housing

  • Did the Leasing Professional say or do anything to discourage you from leasing due to any issues that could have been perceived as discriminatory? No0/0
  • Was the Fair Housing poster clearly visible?No0/0
  • When you asked, "What kind of security do you have?" or "Is this a safe area?", Did the Leasing Professional respond appropriately?Yes0/0
  •  Total: 0/0
    0
    NAN

Comment (This is mandatory that you answer question #3 in the Comment Box).:

I asked Latoya about crime. She explained they had a courtesy patrol that patrolled the community. She said Baltimore County Police Department was not far from there either. I also asked about kids in the community, and she said they could not disclose that. She said Tall Oaks was nice and quiet. I did not see the Fair Housing poster.

Follow- Up - 5 possible points

  • Did the Leasing Professional follow-up by telephone within 2 days?No0/5
  •  Total: 0/5
    0
    0

What was the follow up date? Please list below.:

I did not receive any follow-up within two days.

Performance Evaluation

Total Phone Score: 97%
On Site Score: 85%
Total Score: 0%

General Questions