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Report For Kyla Willis at Avana at Carolina Point Apartments

Report For Kyla Willis at Avana at Carolina Point Apartments

0%
Current Score
30%
Average Score
  • 30%
    04-06-2020
  • 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)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?No0/3
  •  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?:

After the 1st ring Jordan answered the phone with the name of the community and she introduced herself. I said I was interested in their apartments. Jordan kindly asked me to hold as she would get a Leasing Professional to help me. I was on hold for less than a minute. Kyla said, “thank you for holding this is Kyla, how can I help you?” She had a very professional and friendly tone.

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.) :

Kyla did not inquire about how many 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?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?No0/4
  •  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.) :

After the 1st ring Jordan answered the phone with the name of the community and she introduced herself. I said I was interested in their apartments. Jordan kindly asked me to hold as she would get a Leasing Professional to help me. I was on hold for less than a minute. Kyla said, “thank you for holding this is Kyla, how can I help you?” She had a very professional and friendly tone. I said I was looking to get some information on their apartments. Kyla asked when I was looking to move in. I said I was month to month so sooner than later. She asked me what kind of floor plan I was seeking and she told me they have 1, 2, and 3 bedrooms. I said a one or a two. She asked what is my preferred move-in date and what is my floor preference. I said in the next couple weeks and any floor but the 1st floor. She said she had a one bedroom on the 2nd floor for $1,097. She gave me three other options between the two bedrooms. She did not go on to describe the apartment or community amenities.

I asked how I would be able to see them after I paused and Kyla didn’t proactively suggest a LIVE virtual tour. She told me they have virtual tours posted on Facebook and Instagram. She also offered to email all the information (see attached email). She asked for my email. She took my first and last name. We took time to spell my name and email out. Kyla ended the conversation by saying that she would send me the email with the virtual tour and application link.

Overall, Kyla provided me options based on the size apartment I needed. She was upbeat and very matter-of-fact with providing me the basic information on availability. She did not discuss any of the community amenities during our call; However, the website is so beautifully done that I was able to take a virtual tour of all the community amenities. The website really sold the community.

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. N/A3/3
  • 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.) 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.) :

Kyla ended the conversation by saying that she would send me the email with the virtual tour and application link. She did not confirm my phone number nor did she offer to set another phone call up to review the information. The call was just under five minutes; However, Kyla did not begin the conversation until almost two minutes into the call so the call was brief. She did email me that same day with a link to their website which had a beautiful two-bedroom model apartment so I was able to get great idea of what I would be living in.

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.) :

Kyla asked for my email. Kyla did not ask for my phone number or preferred method of contact.

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.):

This property offered virtual tours via their website and Facebook.

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: 60%
On Site Score: 0%
Total Score: 0%

General Questions