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Report For Ashley Mims at The Edison Lofts Apartments

Report For Ashley Mims at The Edison Lofts Apartments

0%
Current Score
88%
Average Score
  • 88%
    4-1-2020
  • 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)No0/3
  • 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: 25/28
    25
    89.29

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?:

I only had to call once to get an agent. Ashley was upbeat and professional. After the 3rd ring the Ashley answered with the name of the property and she introduced herself. I told her I was interested in the availability of their apartments. She did ask for my name but she did not use my name in conversation. She did not ask me how I heard about the property; However, I did say I was on their website so points given.

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?N/A3/3
  • 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)?No0/3
  • 15. Did the Leasing Professional ask your reason for moving?N/A3/3
  •  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.) :

I told Ashley I only needed a Studio so she must have assumed it was just for me. We did not discuss pet. I asked her if the options she offered me were on the bottom floor and she said they were not but she didn't catch on that was my preference and she never asked about what I was seeking in my new home. She did not ask why I was moving in our first conversation but she did 10 minutes later during the virtual tour.

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?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?Yes3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 17/22
    17
    77.27

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

After the 3rd ring the Ashley answered with the name of the property and she introduced herself. I told her I was interested in the availability of their apartments. I told her I was looking at the Studio apartment and confirming that they had one left. She said they did and when I was looking to move. I told her by the end of the month and she said they could hold the apartment for up to two weeks. She gave me the square footage and told me it was on the 4th floor with a pool view. She asked if I had a certain lease term. I said a twelve month would be fine. She gave me the price of $1,305. She immediately told me about the special of $750 off their 1st month rent. She said they are not doing onsite tours but they are doing Facetime LIVE tours and/or video tours she could send me. I agreed on the Facetime. Ashley asked if she could get some information. She asked for my first/last name and a good number to reach me plus email address. She confirmed my price range. I told her under $1,800. She did also offer a one-bedroom that was in my price range. She told me what features came with the one-bedroom. I confirmed which vacant was on the 1st floor. She said it was on the 5th floor and she never stopped to ask me if I preferred the 1st floor since I kept asking. She explained I could do a transfer if I took the Studio and wanted to move into the one bedroom.

Ashley asked me what time we could do the LIVE virtual tour. We agreed on 1:20 PM. I confirmed what handle the Facetime would be calling. We confirmed our appointment and we said our goodbyes.

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? Yes4/4
  • 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.) :

Ashley did offer me a LIVE virtual tour. We set a time of 1:20 PM to take the tour.

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.) :

Both email and phone number given. We confirmed Ashley would call me on my email handle for 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.):

Ashley called right on time. She greeted me with a big smile. She was upbeat and professional just like she had been on the first call. She was prepared to show me the Studio we had discussed over the phone.

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?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.)?No0/4
  •  Total: 7/12
    7
    58.33

Comments on the Identifying Needs :

We had just discussed most of the identifying needs right before the LIVE virtual tour. She never clarified the number of occupants or specific preferences. I wanted a bottom floor for the ease of letting my pet out but we never got there in conversation.

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. 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?N/A3/3
  • 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.):

I answered the Facetime. Ashley was looking directly into the screen and she greeted me with a big smile. She explained she was standing in the hallway to show me the parking. She told me parking is $25 a month she said I could park on the same level as my new apartment. I asked her if a car was necessary in that area and she said not really.

Ashley walked into the studio and immediately began pointing out the features and amenities such as the coat closet. She told me they had valet trash. She led me in every room pointing out closets and shelving. We looked at the bathroom. She pointed out the stacked washer and dryer. She walked me to the kitchen and demonstrated all the appliances and the pantry. She pointed to the ceiling fans. She said since I wouldn’t have a balcony, I would get a three-panel window and she emphasized the amount of sunlight. The studio faced the pool so she showed me the pool and said it was heated. She said she would send me pictures as well. We discussed the dimensions of the available Studio so we confirmed my furniture would fit.

Ashley did a very good job of redirecting the iPad back to herself when she would speak with me. After the tour of the Studio she offered to show me the community amenities but she made me aware that they are closed due to Covid-19. She asked if I had any pets and I told her I did. She then told me about the dog park area.

Ashley took the opportunity to ask me where I currently live and I told her Holly Springs. I explained I was selling my house. She told me about the area and how walk-able it was to most area conveniences.

She took me to the pool and pointed out the new patio furniture and gas grills. She took me to the Club House area. She showed me the complimentary tea and coffee machine, pool table, business area, and mail room. She explained how accessible it was to get packages. She emphasized the key fob entrances. She then took me to the gym and pointed out the features.

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?No0/5
  • 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.)Yes2/2
  • 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: 22/27
    22
    81.48

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.):

As she walked back to the office, we passed through the court yard area and she pointed to the gas fire pit and more area conveniences. Ashley explained what was included in the rent and what I would be responsible to pay. She went over the pet fee. She said she would send this all to me in an email.

She reviewed the application process along with the security deposit. She asked me where else I had looked and I told her she was the first one that came up. She said they own St. Mary’s Square so I should check them out when I asked if they had any other properties. We chatted about the current Covid-19 situation and how it was affecting business.

Overall, Ashley did a great job with the LIVE virtual tour. It was obvious she had practiced. She was friendly, professional, and well versed on her product. Early in conversation she asked me what I thought as if gauging my interest. Later in conversation she explained the application process but she never directly asked me if I was applying that day; Although, she did ask where else I was looking which was an attempt to see where I was in the sales funnel so points given for #6.

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).:

Ashley did nothing 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:

Ashley followed-up with an email and phone call.

Performance Evaluation

Total Phone Score: 86%
On Site Score: 90%
Total Score: 0%

General Questions