Top

Report For Cara London at Ridge Garden Apartments

Report For Cara London at Ridge Garden Apartments

0%
Current Score
40%
Average Score
  • 40%
    3-23-2020
  • 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?No0/5
  • 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?No0/3
  • 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: 20/28
    20
    71.43

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?:

1st call at 9:37 AM on 3/23/2020. No one answered. Message left on voicemail. (attached to report).

2nd call at 12:43 PM on 3/23/2020. After the 3rd ring… Cara answered the phone with the name of the community and she did not introduce herself. She asked, “How can I help you?” in a pleasant tone. I told her I had called earlier yet I didn’t get a call back. She did not address my voice message she just moved on in conversation. I told her I was looking for a one- bedroom apartment within the next couple weeks. She did inform me immediately that they were not doing any tours. I had to ask for her name later in the 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)?N/A3/3
  • 15. Did the Leasing Professional ask your reason for moving?N/A3/3
  •  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.) :

Cara did not ask for my specific preferences but we had focused on the Deluxe Hampton Floor Plan. I had asked about the renovations and she explained what the renovations of the kitchen and bath would be; However, she never asked what was important to me. I had shared my reason for moving after she asked me for my move date.

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?Yes3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 13/22
    13
    59.09

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

Cara asked me how soon I needed to move and I told her I was selling my home and I was waiting for a settlement date so most likely the first or second week in April. She reviewed what she had available and she described the Terrace level with an apartment size washer and dryer renting for $1,041. That would be available April 23rd. She confirmed that was the Hampton. She offered me another option that would be available on April 7th which would be renting for $1,101. She said this would have a full-size washer and dryer. I had to ask her for her name since she did not provide it.

Cara asked how many occupants and I said just me. She asked for my first and last name. She asked if I had any pets and I said I had a dog. I gave her the breed and she said that would be fine. She then gave me the pet fees. I told her I was looking online at the pictures. She explained what the apartment amenities would look like after I asked. I waited for Cara to lead the conversation. There were long pauses. I had to ask her what the next step would be. She suggested I drive by and I said I had done that already. She clarified if the “Standard” would work and I said I was more interested in the “Deluxe”. She provided me with the address of the available apartment. I asked if she had any pictures of the actual unit. She asked if she should tell me about resident responsibility and what they require. I agreed and she said residents are responsible for water and sew and they don’t charge for trash removal. “They have extermination there as well”, she said. She asked if she should give me a call back to take a tour and I agreed. She had explained the company was having a meeting to give instructions on how to move forward with tours.

I called back on 3/31/2020 at 1:36 PM. Cara answered with the name of the community but she did not introduce herself. I said I was calling to confirm the availability of their one bedroom that was listed on their website. Cara asked me if I had been there before and I said I have ridden by the community before. She said the apartment comes with a faux counter-top and faux hardwood floor. She said the prices are based on a 12-month lease. Kara thought she had spoken to me after she asked for my first/last name. She then told me her name. We both had recalled the conversation. I had made a preliminary call to this property a week prior so we picked up where we had left off. She confirmed my move date in April with my home sale pending on the settlement date. She said she did have two Deluxe one-bedrooms available and they are on Putty Hill Road. She offered to send me the map of the location; However, I was able to see the map on their website and she gave me the address. She did not offer to give me a LIVE virtual tour or a video for that matter until I asked her. She said they are not doing onsite tours but she could send me a video of a Hampton. She informed me that the video would be of a standard unit. The biggest difference would be the kitchen. She described what the new kitchen would look like. She asked for my email address to send me more information. I asked if she was going to send me the floor plan and she said she would send it. I told her I already see the floor plan on her community website. She reluctantly said she would send me a video. I never received the video. I was only sent a template email with the application link.

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/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.) Yes5/5
  •  Total: 9/12
    9
    75

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

Kara asked how many occupants and if I had any pets. Kara asked me if I needed any more information on the application process and I told her I did. She told me about the application fee and security deposit. We discussed the number of occupants and if I had any pets. Kara used my name in conversation. She told me she would email me the link for the application process. She assumed I would apply and she never asked me directly to apply. She said she would need my ID for me to apply. She told me to call her if I was interested. She said things could change on a daily basis so that gave me a sense of urgency. She thanked me for calling and we said our goodbyes.

Cara never offered a virtual tour nor did I receive a video she said she would send. I did receive a link to apply on that same day of 3/31. On April 6th I received another follow up email.


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.) :

We discussed emailing me a video so the method of contact was established. No email was received with a video attached nor did Cara attempt to follow up with a phone call. She suggested me calling her back.

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

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

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

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

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? N/A0/0
  •  Total: 0/0
    0
    NAN

Follow Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?N/A0/10
  •  Total: 0/10
    0
    0

Performance Evaluation

Total Phone Score: 80%
On Site Score: 0%
Total Score: 0%

General Questions