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Report For William Beard at The Townes at Harvest View

Report For William Beard at The Townes at Harvest View

0%
Current Score
79.6%
Average Score
  • 61%
    06-16-2020
  • 98%
    12-08-2020
  • 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?Yes3/3
  •  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?:

William picked up the phone on the first ring and he said, “Thank you for calling Townes at Harvest View this is William, who do I have the pleasure of assisting today?” William used my name five times during our telephone conversation. Whenever he would ask a question, he would state my name. William was very warm and inviting during our telephone conversation. I felt very relaxed talking to him. He made an effort to be engaging in our conversation.

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?Yes3/3
  • 12. Did the Leasing Professional determine if you had any pets?Yes3/3
  • 13. Did the Leasing Professional determine your price range?Yes3/3
  • 14. Did the Leasing Professional determine specific preferences (i.e. w/d connections, up/downstairs, fireplace)?Yes3/3
  • 15. Did the Leasing Professional ask your reason for moving?Yes3/3
  •  Total: 21/21
    21
    100

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

William asked all the necessary questions needed to identify my preferences in my new home. He asked for my desire apartment size, move-in date, pets and if there were any specific features or amenities I wanted in a new home. He asked why I was looking to move and I told him I was selling my house because of maintenance issues. I stated that maintaining a home was a lot of work and he understood my point of view.

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?").Yes5/5
  • 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?Yes4/4
  • 19. Did the Leasing Professional create a sense of urgency?Yes2/2
  • 20. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?N/A3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 22/22
    22
    100

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

William did ask a lot of open-ended questions during our telephone conversation, he asked about the specific things I was looking for in a new space. I told him that I would like an open kitchen space and a gym in the community. He stated that they did not have a gym but there was one nearby that I could utilize. William did not offer a virtual tour during our telephone conversation and he did not explain if the leasing office was limiting contact with prospects. He did control the conversation by gathering all the needed information and providing me with a date and time to meet him for an onsite visit.

Telephone Close

  • 22. Did the Leasing Professional attempt to schedule a specific time for a onsite tour? If a onsite tour was not scheduled then only fill out the telephone portion of this shop report.Yes3/3
  • 23. After you scheduled an onsite tour did a Leasing Professional follow-up with you within the same business day with an email confirming the appointment? No0/4
  • 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.) N/A5/5
  •  Total: 8/12
    8
    66.67

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

During our telephone conversation William did ask if I would like to schedule a day to come in for a tour. I confirmed that I would be interested in visiting the complex, and provided him with my availability. William selected a time and date for us to meet to tour the property. After the onsite tour was schedule, William did not follow up with me within the same business day by phone or by email. A virtual tour was not offered, it was determined during our telephone call that an in-person tour would occur.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes13/13
  • 26. Did the Leasing Professional ask for your email?Yes4/4
  •  Total: 17/17
    17
    100

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

William did capture my personal information during our telephone call, he managed to gather my phone number and email address.

Onsite Greeting

  • 2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?Yes10/10
  • 3. Was the Leasing Professional prepared for your visit based on the information gathered from you during the phone call?Yes5/5
  • 4. Did leasing consultant practice social distancing?Yes1/1
  • 5. Was personal protective equipment offered to you as the prospect?No0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

William did make a positive first impression. When I arrived, he was walking back up to the office, we coincidentally arrived at the same time. He immediately made eye contact with me, I asked him if he was William and he confirmed that he was William. We exchanged pleasantries and he invited me into the office to have a seat at his desk. Once I sat down at the desk, William grabbed his marketing package and his guest card and proceeded to get things started. He asked for my ID for verification purposes and then logged onto his computer to open his software. While he was logging into his computer, I went to grab a business card to make sure I had one, and he stopped me and said: I have one for you and looked at his marketing package. I was impressed that he was so prepared and organized for our meeting.

William then proceeded to gather some additional information, he asked me a few questions regarding where I currently live and why I wanted to move, and explained the available units and their current prices. He let me know that the unit prices for each apartment varied by their location in the complex. He let me know that the unit we would be touring would have stainless steel appliances but the unit I would rent would have white appliances. He said the layout and look of the available unit was the exact same as the vacant apartment we would tour, the only difference was the white colored appliances. I was not offered personal protective equipment; however, I did notice that there was hand sanitizer available in the office. William was properly wearing his mask and kept a good 6 ft. distance from me during the onsite visit.

During our apartment tour, William also maintained his distance the whole time. He would open room doors to turn the lights on and then would promptly move to the side for my viewing. He went over every layer of the apartment and also took me to view the garage and the outside grilling area.

Onsite Identifying Needs

  • 1. Did the Leasing Professional confirm size of apartment you needed?Yes1/1
  • 2. Did the Leasing Professional confirm your move-in date?Yes1/1
  • 3. Did the Leasing Professional confirm number of occupants?Yes1/1
  • 4. Did the Leasing Professional confirm price range or budget?Yes1/1
  • 5. Did the Leasing Professional confirm if you have any pets?Yes1/1
  • 6. Did the Leasing Professional discuss the floor plans creatively describing features and benefits of the apartment?Yes3/3
  • 7. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?N/A4/4
  •  Total: 12/12
    12
    100

Comments on the Identifying Needs :

William identified all of my necessary needs during our on site visit. He confirmed the apartment size I was seeking, my move in date, number of occupants, price range and if I had any pets. I did mention to him that I was interested in getting a pet and asked him to explain the process of adding a pet onto my lease. He explained that I would have to register the animal with Baltimore county, provide the leasing office with shot records, a picture of the animal and a non-refundable fee of $300. He also let me know that a monthly pet fee would be required and the fee would be additional to my monthly rent. During our initial telephone conversation, William did ask if I had any specific needs or preferences, he did not ask during our onsite visit. He did however mention the feature and benefits of the apartment and the complex.

Onsite Demonstrating

  • 1. Did the Leasing Professional walk you through a model or a vacant at a steady and desirable pace?Yes4/4
  • 2. Did the Leasing Professional try to learn more about you throughout the tour by actively involving you in conversation?Yes4/4
  • 3. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes5/5
  • 4. 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
  • 5. Did the Leasing Professional discuss features and benefits of the community amenities? (Please explain in the comment box at the end of the section.)Yes4/4
  • 6. Did the Leasing Professional show an apartment that was clean and made ready? If not, please explain in the comment box at the end of the section. Yes1/1
  • 7. Did the Leasing Professional effectively overcome your objection(s)? What was your objection and how did the Leasing Specialist respond? Please explain in the comment box at the end of the section. Yes4/4
  • 8. Did the Leasing Professional begin asking closing questions early in the presentation? Please explain in the comment box at the end of the section. Yes2/2
  • 9. Did the Leasing Professional appear knowledgeable about the community?Yes2/2
  • 10. Did the Leasing Professional point out advantages you stated were important to you?Yes3/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 36/36
    36
    100

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

William started off the tour by telling me the features of the community. He said there was a grilling area, playground area, and they were located right by a popular food market. He highlighted that the community was conveniently located next to a highway. William made a great effort to learn more about me by asking which part of a Baltimore I lived in, he said that he had grew up in the area I reside in and still had family members in the area.

He took control of the presentation and walked me through the apartment while providing details about the space. I was able to follow along and ask any questions I deemed necessary. William was very knowledge about the community. He knew all the other apartment competitors in his area and the major local attractions. William did begin to try to close the sale during the apartment tour, he stated that his two- bedroom units don't last long and strongly urged me to put my application in sooner than later. He let me know that I could complete the application online, the fee would be $25 and he would need a copy of my license.

William did point out advantages that I stated were important, during the phone conversation I stated I would like a gym and open kitchen space. He let me know that the complex doesn't have a gym but there was a gym nearby. I also asked if they had a pool area and he replied that they did not have a pool and reiterated they had a playground area and grilling area.

At the end of the presentation, William closed the conversation out by informing me again that I could apply online and the fee would be $25.

Onsite Closing

  • 1. Did the Leasing Professional create a "strong" sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. Yes9/9
  • 2. Did the Leasing Professional mention current specials?No0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?Yes0/0
  • 4. Based on the Leasing Professional's presentation, would you have leased an apartment?Yes8/8
  • 5. 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.)N/A0/0
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?N/A4/4
  • 7. Did the Leasing Professional attempt to close on you more than once?Yes4/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?Yes2/2
  •  Total: 27/27
    27
    100

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

William definitely created a strong sense of urgency about applying for an apartment in his complex. He talked about how fast the units leased which made me think the complex must be popular. When we first arrived at the vacant apartment, I asked him if the apartment was vacant or a model. He told me the apartment was vacant but a customer would be moving in on the 15th.

He did not mention that they had any current specials going on when he talked about the pricing of each unit. I would have leased the apartment that day just based on his presentation skills and his preparedness. I also appreciated him stating an advantage about Cove Management, he said they were a small management company who really focused on customer service and he would know my name if I lived in the complex. There were not any extraordinary memorable moments that happened during the tour, it was overall a pleasant and positive experience.

William did not push to overcome any objections that I had for not leasing but I really didn't give him a firm objection. I told him I was still trying to figure out what I wanted to do and he respected that. He did attempt to close on the sale more than once by mentioning the application process twice, he emphasized the urgency to apply and provided me with instruction on how to get that process started. At the end of the visit, William did ask if it would be OK if he gave me a follow up call, I told him that was fine.

Fair Housing

  • 1. 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
  •  Total: 0/0
    0
    NAN

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

I asked William if there were a lot of kids living in the complex, he quickly said that they rent to whoever is qualified and approved. He did not say or do anything additional to discourage me from leasing.

Follow Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?Yes10/10
  •  Total: 10/10
    10
    100

Comments:

I did receive a follow up call from William the day after our onsite visit.

Performance Evaluation

Total Phone Score: 96%
On Site Score: 100%
Total Score: 0%

General Questions