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Report For Alex Steele at Village of St. Charles

Report For Alex Steele at Village of St. Charles

0%
Current Score
66%
Average Score
  • 84%
    12-11-2019
  • 48%
    10-6-2020
  • 25%50%75%100%

Performance Evaluations

Telephone Greeting

  • 1. Were you able to reach a Leasing Professional on your first attempt? Please state in the comment box the dates and times you called before you were able to speak to a Leasing Professional.Yes5/5
  • 2. If you had to leave a voice message was your call returned within 2 hours? If no, please tell us in the comment box how many times you called and did not receive a live person and/or how many times you left a message. Please let us know if you received a call back at all?N/A5/5
  • 3. 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
  • 4. Did the Leasing Professional identify him/herself?Yes3/3
  • 5. Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • 6. Did the Leasing Professional effectively use your name in conversation? (If so, please state in the comment box how many times they used your name in conversation)Yes3/3
  • 7. Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • 8. Did the Leasing Professional ask how you knew about the community?N/A3/3
  •  Total: 28/28
    28
    100

Telephone Greeting Comments (Please provide the Telephone Greeting in the comment box below. Explain all your "No" or "NA" answers.) How many rings before the Leasing Professional picked up?:

The call was answered after the 3rd ring. The agent answered with the name of the community but she did not state her name. I said I was calling to check on availability of their apartments. She asked me what size apartment I needed. I told her I need either a one or two depending size and price. I asked for her name and she said, “Randy”. She immediately transferred me to Alex as she explained. He picked up and said, “thanks for holding, this is Alex, can I help you?” I told him I was calling to check on availability of their apartments.

Telephone Identifying Needs

  • 9. Did the Leasing Professional determine apartment size?Yes3/3
  • 10. Did the Leasing Professional determine move-in date?Yes3/3
  • 11. Did the Leasing Professional determine number of occupants?No0/3
  • 12. Did the Leasing Professional determine if you had any pets?No0/3
  • 13. Did the Leasing Professional determine your price range?No0/3
  • 14. Did the Leasing Professional determine specific preferences (i.e. w/d connections, up/downstairs, fireplace)?No0/3
  • 15. Did the Leasing Professional ask your reason for moving?No0/3
  •  Total: 6/21
    6
    28.57

Telephone Demonstration

  • 16. Did the Leasing Professional ask open ended questions to identify your specific needs and wants in a new home? (i.e. "What are you looking for in a new home?" or "Describe your ideal apartment home?").No0/5
  • 17. Did the Leasing Professional review the apartment features and benefits (fireplace, washer/dryer, storage, etc.).Yes4/4
  • 18. Did the Leasing Professional describe community features, benefits, and/or amenities?No0/4
  • 19. Did the Leasing Professional create a sense of urgency?No0/2
  • 20. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?No0/3
  • 21. Did the Leasing Professional control the conversation?No0/4
  •  Total: 4/22
    4
    18.18

Telephone Demonstration Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Telephone narrative: The call was answered after the 3rd ring. The agent answered with the name of the community but she did not state her name. I said I was calling to check on availability of their apartments. She asked me what size apartment I needed. I told her I need either a one or two depending size and price. I asked for her name and she said, “Randy”. She immediately transferred me to Alex as she explained. He picked up and said, “thanks for holding, can I help you?” I told him I was calling to check on availability of their apartments. We decided on a two bedroom and he asked me my move-in date. I told him November. He looked through his availability. He told me he had a two-bedroom at Wakefield and he gave me the price. He then offered me another two-bedroom at Smallwood Gardens and he gave me the price. I paused to wait for him to ask me if that fit my budget but he did not. He said (in a very laid-back manner), “they were offering rental specials”. I said great and waited for him to tell me what they were but he did not so I didn’t feel a sense of urgency. I asked if Wakefield was a townhome as I perused the website. He said they were standard apartments and described the floor levels. I asked if they had any renovations and he said there are renovations to come but he did not elaborate on that statement. I waited for him to lead the conversation yet he did not so I asked what the next step would be. He said I could apply in two ways: Visit the website and he gave me the address or I could stop by and pick up a physical application. I asked if there were any models to see and he said they did not but I could see the virtual tours on their website.

Alex asked for my name but no other contact information such as phone number or email address. He seemed to be writing that down. He asked if I had any other questions and he used my name in conversation. He re-introduced himself. He did inform me that they were not doing onsite tours and they only had virtual videos to show me off their website. I asked where I found the virtual tours and Alex told me specifically where to find them. I navigated as he gave me instructions. He was patient as he waited me for me to find the 3D virtual tours. I finally found the small 3D icon at the bottom of the page. I clarified what the 2x1 meant. I asked about the color of the countertops and cabinets. He explained what comes standard but he did not seize the opportunity to ask me questions to identify what I specifically wanted. After he answered my questions, he told me to call back if I had any other further questions. He never mentioned he would follow-up with me. The call ended.

Telephone Close

  • 22. Did the Leasing Professional attempt to schedule a specific time for a call back to give you a virtual tour? If a virtual tour was not scheduled then only fill out the telephone portion of this shop report. N/A3/3
  • 23. After you scheduled a virtual tour did a Leasing Professional follow-up with you within the same business day with an email confirming the virtual tour? N/A4/4
  • 24. If the Leasing Professional did not recommend or offer a virtual tour did they attempt to close in another way. (Please explain in the comment box below how the Leasing Professional attempted to close in another way.) No0/5
  •  Total: 7/12
    7
    58.33

Telephone Closing Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Alex did not offer a LIVE virtual tour but he did walk me through how to find the virtual tour video. He made no attempt to close me.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? No0/10
  • 26. Did the Leasing Professional ask for your email?No0/4
  • 27. Did the Leasing Professional ask for your preferred method of contact?N/A3/3
  •  Total: 3/17
    3
    17.65

Telephone Follow-Up Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Alex did not ask for my email address or my phone number.

Performance Evaluation

Total Phone Score: 48%
On Site Score: NAN%
Total Score: 0%

General Questions