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Report For James Bonner at Kenilworth at Hazelwood and Windridge Apartments

Report For James Bonner at Kenilworth at Hazelwood and Windridge Apartments

0%
Current Score
70.5%
Average Score
  • 71%
    3-31-2020
  • 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?:

James answered the phone with the name of the community and he introduced herself. I told him I was checking on availability of their apartments and I made reference to the floor plan on the community website. He did not use my name in conversation until the end of the conversation when he asked me.

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?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: 12/21
    12
    57.14

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

James did not ask for any of my apartment or community preferences. I offered that I was selling my home. He did not ask why I was moving.

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.).No0/4
  • 18. Did the Leasing Professional describe community features, benefits, and/or amenities?Yes4/4
  • 19. Did the Leasing Professional create a sense of urgency?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?Yes4/4
  •  Total: 11/22
    11
    50

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

James answered the phone with the name of the community and he introduced herself. I told him I was checking on availability of their apartments and I made reference to the floor plan on the community website. James asked me what I specifically wanted to know. I confirmed that I was speaking to the leasing office and he said I was. He gave me a range of prices and he asked when I was looking to move. I told him the 3rd week in April. He said the prices change daily.

James asked if I had been to his property. I replied I had ridden by. He began to give me an overview by telling me they had one, two, and three bedrooms but they didn’t have any three bedrooms available (I wasn’t looking for a three bedroom.). He said there is a call box on each building and the doors have key fobs. He mentioned the pool. He said the offices are closed right now but they are doing virtual tours. James invited me to take a LIVE virtual tour. I agreed. He asked for my first/last name, phone number, lead source, and move date. I told James I need to move within the next couple weeks since I am selling my home. I was just waiting on a settlement date.

I asked if we could Skype. James said he could do Facetime. He did offer to send me a pre-recorded video instead of a LIVE. I told him I would prefer to see the vacant LIVE. James gave me his email address so I could call him on Facetime. We agreed on 10:30 AM. He thanked me and we said our goodbyes.

James did not use any open ended questions to find out about my apartment search nor did he ask about my apartment and community preferences. He did not discuss the apartment features but I did ask if the word "Deluxe" meant renovated. He confirmed that it did.

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? 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.) Yes5/5
  •  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.) :

I did not get an email that same day as the tour. I received an email on 4/7/2020.

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.) :

My preferred method of contact was 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.):

James called me on Facetime at our scheduled appointment. He was upbeat and professional. He greeted me with a smile. He was standing in the vacant as the LIVE virtual tour began.

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?No0/1
  • 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: 5/12
    5
    41.67

Comments on the Identifying Needs :

James did not confirm many of the qualifying questions nor did he ask me any open-ended questions regarding why I was moving or what I was seeking in my new apartment home and community.

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. No0/4
  • 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?N/A0/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 27/36
    27
    75

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

James walked me through each room of the vacant and he pointed out the amenities. He pointed out all the space as he walked down the hallway and into the bedrooms. He panned through showing me every part of the bathroom. I confirmed that the carpet was new.

James said I could apply online and he would send me the link. He explained all I could do on the portal. I asked about a washer and dryer and he said they had laundry facilities in the next building. He walked to the next building to show me how close the laundry room is located.

I asked James if they had any problems with break-ins through the sliding glass doors. He said the building is very secure without directly addressing my question. He reverted back to the call box and controlled entry into the building to emphasize safety.

James asked if I had any other questions and I asked him to clarify what floor plan he was showing me so I could view it on their website. He assured me the application process was fairly quick. He said I could call him with any questions. James followed up with me via email on 4/7/2020.

Overall, James did a great job showing me the vacant in a LIVE Facetime video. He was very thorough. James did not confirm many of the qualifying questions nor did he ask me any open-ended questions regarding why I was moving or what I was seeking in my new apartment home and community. He stayed focused on providing me general information.

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. No0/2
  • 2. Did the Leasing Professional mention current specials?No0/0
  • 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?N/A4/4
  • 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?No0/2
  •  Total: 21/27
    21
    77.78

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.):

James used an assumptive close as if I were going to apply that day. He made me aware what time the office would close that day and he would contact the following day for the results of my application. He did not attempt to close me more than once and he made no follow up phone call appointment. No current specials were mentioned during either call. He did not tell me the price of that specific unit. I found James to be courteous and professional. He was very like-able.

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).:

James did not do anything to discourage me from leasing that day.

Follow Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?No0/10
  •  Total: 0/10
    0
    0

Comments:

I received a follow-up email from James on 4/7/2020 but nothing prior.

Performance Evaluation

Total Phone Score: 73%
On Site Score: 68%
Total Score: 0%

General Questions