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Report For Myran Townes at The Village Apartments

Report For Myran Townes at The Village Apartments

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Current Score
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Average Score
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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.No0/5
  • 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?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?N/A3/3
  •  Total: 15/28
    15
    53.57

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?:

The first was earlier that same morning at approximately 9:30 AM. No one answered so I left a message. No one called back so I called again after 3:30 PM. The 2nd call lasted 38 seconds. Myran answered and he sounded very far away as if he had me on speaker phone. It was very hard to hear him. I asked if he could hear me, he said, “Yeah”. I tried speaking and no one spoke back. The call disconnected. I called immediately back. The phone rang once and Myran answered stating the name of the community and he introduced himself. This time he was not on speaker phone. I said I had just called and we must have gotten disconnected. He said, “yeah” with no apology and there was a pause as if he was waiting for me to begin talking. I wasn’t getting a good first impression. Myran sounded preoccupied. His demeanor eventually turned more upbeat as the conversation ensued.

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?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)?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.) :

I said I was calling to check on the availability of their apartments. I said I was looking for the one that is renovated as I saw on the community website. He asked if I was looking at his website. I confirmed I was and he said he had a renovated one-bedroom for $1,080 a month. We discussed the different floor plans on the website and which one had the fireplace as he mentioned. Then he seemed confused as if he wasn’t sure that the apartment had a fireplace. He said he would check. He asked me if I could do a 12-month lease and I said I could. He used the term base rent for the first month of $576 and that threw me off slightly until he clarified it was the prorated amount for moving in mid-month. Next, he asked if I had any pets. We discussed the pet rent. He told me about the special and how it would benefit me.

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?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?Yes4/4
  •  Total: 7/22
    7
    31.82

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

I told Myran I was interested in the one bedroom available renovated apartment that was posted on their website. He did not describe the features of the that apartment but he did confirm it was still available. He did not bring up any community amenities. He did not ask me any open ended questions about my apartment search.

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.) :

Myran invited me to take a LIVE virtual tour. He asked me how I heard about them. I gave him my email address to Facetime me on my iPad. He asked for my phone number. Once I had given him my phone number he asked if I had called earlier and left a voicemail. I said I had that morning and I never received a call back. He then said he had just tried calling me back 10 minutes before I called.

We agreed on the virtual tour at 3:50 PM. He said he would send me a quote before he called me to give me the tour. He said our goodbyes and the call ended.

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.) :

I gave him my email address that was associated with my Facetime so that was my preferred method of contact.

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.):

Myran called me at our set appointment on Facetime. He greeted me with a big smile. He informed me he was in the breezeway. He turned the camera around and began the tour.

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?N/A1/1
  • 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.)?Yes4/4
  •  Total: 11/12
    11
    91.67

Comments on the Identifying Needs :

Myran did not spend time on confirming my needs. We never discussed number of occupants. He told me about the pet fees but he never directly asked if I had any pets.

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?No0/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 33/36
    33
    91.67

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

Myran called me at our set appointment on Facetime. He greeted me with a big smile. He informed me he was in the breezeway. He turned the camera around and began the tour. He pointed out the pool. As he walked to the vacant, he asked if I lived in Raleigh. I told him I lived in Holly Springs. He was doing a great job leading me through each room of the vacant and describing the features.

He entered the vacant that was available for rent. He pointed out some additional storage. He showed me the walk-in closet. He asked me how my furniture would fit. He led me through each room at a even pace. I was able to get a great feel for the living space. Myran informed me that he sent an email with a “price quote” that explained all the fees. When I opened it, I did not see a price quote I saw a “Fee and Deposit Sheet”. I asked about the rate of this vacant. He said it was $1,080 for that vacant then he told me about other fees I would be responsible for. He asked if I had any additional questions. He told me about the pet fee but he never asked if I had a pet.

Myran told me he would send me a link to apply and he asked me what I was thinking. I told him I was very interested but I had just started my search. He asked me if there was something in that apartment that I didn’t see that I want in my new home. He was struggling to close since he had not done a full needs analysis with open-ended questions at the beginning of our discussion. I said I really liked it. I asked if there was a gym after I asked. He said he would send me a virtual tour of their amenities. I told him I would look everything over and make a decision. He asked me if April 15th would work. I told him I am selling my house in Holly Springs and I am just waiting on a settlement date. He said they are flexible. He asked if I had anymore questions and assured me, we would continue talking with each other.

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.)Yes2/2
  • 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?Yes4/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?Yes2/2
  •  Total: 27/27
    27
    100

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.):

Myran made a struggled attempt to close me at the end. He did try to close me more than once. If he had done a full needs analysis at the beginning of our conversation with more open-ended questions he would have learned more about me and my apartment search.

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).:

Myran 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:

I did receive a voicemail on April 4th at 5:15 PM from Myran.

Performance Evaluation

Total Phone Score: 66%
On Site Score: 96%
Total Score: 0%

General Questions