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Report For Melissa Love at 101 North Ripley

Report For Melissa Love at 101 North Ripley

0%
Current Score
87%
Average Score
  • 87%
    4-2-2020
  • 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.N/A5/5
  • 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?Yes5/5
  • 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?:

Melissa introduced herself with the name of the community and she introduced herself. I had left a voicemail earlier that morning and Melissa called me back. Melissa acknowledged that she had gotten my voicemail and she was giving me a call back.

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?No0/3
  • 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?No0/3
  •  Total: 15/21
    15
    71.43

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

Melissa did not ask me the reason for my move nor anything about pets.

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?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?Yes3/3
  • 21. Did the Leasing Professional control the conversation?No0/4
  •  Total: 12/22
    12
    54.55

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

Melissa introduced herself with the name of the community and she introduced herself. I had left a voicemail earlier that morning and Melissa called me back. Melissa acknowledged that she had gotten my voicemail and she was giving me a call back. She asked how soon I needed to move and I told her as soon as possible. I confirmed which property they were saying that I called so many. She confirmed their location. She confirmed that I wanted a two-bedroom/one bath. She said she had one for immediate move-in then she gave me another option for an April 10th available apartment. She clarified the 2nd option was a 2bd/2ba on the Terrace level and I would have to go down one flight of stairs but I would have no one below me. She said the rent would be $1,585 for a 10-month lease. The first option was priced at $1,535 on the 2nd floor. I said the one on the 2nd floor made the most sense.

She made me aware they were not taking tours and asked if she could give me a Facetime LIVE tour. She said she could do it immediately and she would walk over to the vacant and call me on Facetime. She confirmed my Facetime phone number and she would be calling me. We said our goodbyes.

Overall, Melissa was upbeat, very lively, and professional. She was prepared for our call based on the size unit I needed; However, she did not ask me any open-ended questions. The call was very quick lasting only two minutes. She did not attempt to dive into my apartment and/or community preferences so she really didn't control the conversation.

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. Yes3/3
  • 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.) N/A5/5
  •  Total: 12/12
    12
    100

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

Overall, Melissa was upbeat, very lively, and professional. She was prepared for our call based on the size unit I needed; However, she did not ask me any open-ended questions. The call was very quick lasting only two minutes. She did not attempt to dive into my apartment and/or community preferences.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes10/10
  • 26. Did the Leasing Professional ask for your email?Yes4/4
  • 27. Did the Leasing Professional ask for your preferred method of contact?Yes3/3
  •  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.) :

She had my phone number and she confirmed she would be calling me back on Facetime.

Greeting/Virtual Tour

  • 1. Did the Leasing Professional call you at the set appointment of your virtual tour?Yes5/5
  • 2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?Yes5/5
  • 3. Was the Leasing Professional prepared for the virtual tour based on the information gathered from you during the phone call?Yes5/5
  •  Total: 15/15
    15
    100

Comments (Please explain in detail your experience.):

Melissa called me at our set time. She greeted me with a smile and called me by name to say hello. Then she flipped the camera around to show me the vacant which she was already in. She walked me through each area of the apartment pointing out each feature of every room.

Identifying Needs/Virtual Tour

  • 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?No0/1
  • 4. Did the Leasing Professional confirm price range or budget?Yes1/1
  • 5. Did the Leasing Professional confirm if you have any pets?No0/1
  • 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.)?No0/4
  •  Total: 6/12
    6
    50

Comments on the Identifying Needs :

Melissa focused on demonstrating what was available in the two bedroom which is what I requested. She did this seamlessly; However, she did not spend time confirming number of occupants, pets, my apartment and community preferences. She did not use open-ended questions to learn what was motivating me to move.

Demonstrating/Virtual Tour

  • 1. Did the Leasing Professional virtually 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. N/A4/4
  • 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. No0/2
  • 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: 34/36
    34
    94.44

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

Melissa walked me through each area of the apartment pointing out each feature of every room. She highlighted the gas stove. She told me where the apartment was located in relation to the street name. She showed me the closet space. She asked if I had any questions as she finished the walk through. I asked about the terms of the lease. She told me the rent for a 10-month lease. She said the price is based on availability and lease term so the cheapest is a 10-month lease. She said it was $50 application fee and I could go online to fill it out. She told me about the $200 off May’s rent. She said I would have to do the credit and criminal background check. She stressed the process would move quickly. She told me about the secure access to the building. She sent me the link for the application process. She thanked me for calling and we said our goodbyes.

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. Yes2/2
  • 2. Did the Leasing Professional mention current specials?Yes0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?Yes5/5
  • 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.)No0/2
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?Yes4/4
  • 7. Did the Leasing Professional attempt to close on you more than once?N/A4/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?Yes2/2
  •  Total: 25/27
    25
    92.59

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.):

Melissa was professional and positive. She did not hard sell me yet she told me how easy it was to apply through Rent Cafe and the approval process was quick. She said I would have secure access to the building once I moved in. She made me feel very comfortable using my name throughout the conversation.

Overall, the LIVE virtual tour was short and quick within 5 minutes it was over. Melissa did not discuss any of the community amenities. I had to ask about price and the application process.

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).:

She was 100% professional and positive in every aspect of the conversation, doing her job in an exemplary fashion.

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 received a phone call from Melissa within 48 hours thanking me for taking the tour. Also, she followed up again by email on 4/6/2020 (See attached.).

Performance Evaluation

Total Phone Score: 84%
On Site Score: 90%
Total Score: 0%

General Questions