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Report For Jake and Donte at Kenilworth at Perring Park Apartments

Report For Jake and Donte at Kenilworth at Perring Park Apartments

0%
Current Score
24%
Average Score
  • 24%
    4-3-2020
  • 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/A0/5
  • 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?No0/3
  •  Total: 17/28
    17
    60.71

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 placed my first call on 4/2/20 at 4:40 pm and spoke to a leasing agent, Jake. I asked about the one-bedroom availability and he quickly began the identifying questions. He told me about the apartment features; quoted the price; and even gave me the specific addresses of the two available apartments. He explained that the office was currently closed to the public, but informed me of the virtual tours as well as the 3D tours online. Jake gave the option of scheduling a virtual tour through the website and also said there were available appointments the following two days but he didn’t offer to schedule it for me. Before closing the call, Jake mentioned the current special which offered $200 off the first month's rent for completing the application process online. Jake takes no contact information on me.

Directly after the call, I went online and requested a virtual tour appointment for the following day at 12:30 PM. On 4/3, when I did not receive a phone call, I decided to call the office at 3:00 PM where I encountered Donte. He politely answered the phone within a few rings and said "Thank you for calling Kenilworth at Perring. This is Donte speaking. How may I help you?" I immediately said I was calling about a one-bedroom and that I had called the prior business day. Donte asked for my full name and then asked for the apartment size needed (1 BR), move-in date (End of April), and price range ($1,300-$1,400). He stated that there were some available and asked if I was opposed to the first floor and I said that I was not. He proceeded to say that there would only be one available for that this month and went on to describe the following features: fully renovated, first floor, $1,300, stainless steel appliances, granite counter-tops and a full-size washer and dryer. He let me know that he had photos of the actual apartment and offered to email them. He asked if I wanted to apply that same day. I didn't respond directly and asked about the current procedure. He explained that there were no physical tours and that they had photos and could also send a video if I desired. I said that the pictures would work fine. He seemed to refer to their system and verified my email on file, as I had made an online request the day before for a virtual tour. He said he would email the photos as well as the link to apply. At that time, he quoted the application fee of $30 and also said the decision was typically made instantly.

Donte said after approval, I would be informed of the move-in date and deposit, which could range from $350 up to one month's rent. He let me know that I would receive the email within the next five minutes before kindly closing the call with "Have a good day."



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)?Yes3/3
  • 15. Did the Leasing Professional ask your reason for moving?No0/3
  •  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.) :

Donte asked some of the identifying questions, but failed to ask about occupants, pets, or reason for 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.).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?Yes2/2
  • 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?Yes4/4
  •  Total: 10/22
    10
    45.45

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

Donte led the conversation naturally. He described the apartment features in detail and asked if I wanted to apply; However, he did not probe to gain more insight on specific needs, nor did he describe the benefits of the community or offer a virtual tour.

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. No0/3
  • 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/A0/4
  • 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: 5/12
    5
    41.67

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

Even though Donte did not offer a virtual tour; he did offer to email photos and the application.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? No0/10
  • 26. Did the Leasing Professional ask for your email?Yes4/4
  • 27. Did the Leasing Professional ask for your preferred method of contact?No0/3
  •  Total: 4/17
    4
    23.53

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

Donte did not ask for my phone number or preferred method of contact. But he did verify my email without me giving it to him personally. I assume he was able to access my contact information from the online virtual tour request.

Greeting/Virtual Tour

  • 1. Did the Leasing Professional call you at the set appointment of your virtual tour?N/A0/5
  • 2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?N/A0/5
  • 3. Was the Leasing Professional prepared for the virtual tour based on the information gathered from you during the phone call?N/A0/5
  •  Total: 0/15
    0
    0

Comments (Please explain in detail your experience.):

No virtual tour was offered.

Identifying Needs/Virtual Tour

  • 1. Did the Leasing Professional confirm size of apartment you needed?N/A0/1
  • 2. Did the Leasing Professional confirm your move-in date?N/A0/1
  • 3. Did the Leasing Professional confirm number of occupants?N/A0/1
  • 4. Did the Leasing Professional confirm price range or budget?N/A0/1
  • 5. Did the Leasing Professional confirm if you have any pets?N/A0/1
  • 6. Did the Leasing Professional discuss the floor plans creatively describing features and benefits of the apartment?N/A0/3
  • 7. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?N/A0/4
  •  Total: 0/12
    0
    0

Comments on the Identifying Needs :

No virtual tour was offered.

Demonstrating/Virtual Tour

  • 1. Did the Leasing Professional virtually walk you through a model or a vacant at a steady and desirable pace?N/A0/4
  • 2. Did the Leasing Professional try to learn more about you throughout the tour by actively involving you in conversation?N/A0/4
  • 3. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?N/A0/5
  • 4. Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)N/A0/4
  • 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.)N/A0/4
  • 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. N/A0/1
  • 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/A0/4
  • 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. N/A0/2
  • 9. Did the Leasing Professional appear knowledgeable about the community?N/A0/2
  • 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?N/A0/3
  •  Total: 0/36
    0
    0

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

No virtual tour was offered.

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. N/A0/2
  • 2. Did the Leasing Professional mention current specials?N/A0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?N/A0/5
  • 4. Based on the Leasing Professional's presentation, would you have leased an apartment?N/A0/8
  • 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/A0/2
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?N/A0/4
  • 7. Did the Leasing Professional attempt to close on you more than once?N/A0/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?N/A0/2
  •  Total: 0/27
    0
    0

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.):

Although Donte failed to offer a virtual tour, I felt that he did his best to close the deal over the phone. He did have a sense of urgency and asked if I wanted to apply early on in the conversation. In
addition, he promptly emailed the photos and application link, as promised. Based on the information provided by Donte, I would have leased with Kenilworth.

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).:

Donte refrained from making discriminatory statements.

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 did not receive a follow up phone call or email.

Performance Evaluation

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

General Questions