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Report For Jessica Montgomery at 1900 Arch Street

Report For Jessica Montgomery at 1900 Arch Street

0%
Current Score
39.3%
Average Score
  • 39%
    7-30-2020
  • 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.N/A0/5
  • 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).N/A0/3
  • 4. Did the Leasing Professional identify him/herself?N/A0/3
  • 5. Did the Leasing Professional obtain your name during the telephone presentation?N/A0/3
  • 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)N/A0/3
  • 7. Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)N/A0/3
  • 8. Did the Leasing Professional ask how you knew about the community?N/A3/3
  •  Total: 3/28
    3
    10.71

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?:

A call was placed on 7/23/2020 to 267-507-1511 at the number provided. The voicemail said it was a Diona Scott and not Jessica Montegomery. After several failed attempts to reach Jessica at this number and we had cycled through a couple different shoppers, I went directly to 1900 Arch Apartments on the afternoon of Tuesday, July 28th and asked to speak with a leasing agent as I approached the lobby desk. The attendant at the lobby desk was friendly and told me I would need to speak with Jessica. He informed me that Jessica was at another property at the moment. He handed me her business card and told me to call her on her cell phone number. I left a message for Jessica on 267-634-0472 and she called me back within the hour.

I answered Jessica’s call back and she introduced herself as “this is Jessica and I am returning a phone call”. She did not mention the property management company. Her tone sounded more as if she was returning a personal call rather than a business call. I told her I was just at her community and I was hoping to look at an apartment. She asked me “for what property?” and I told her 1900 Arch. She asked me when I was looking to move and I told her the 3rd week in August. I said I needed either a one- or two- bedroom depending size and price. She said she had both available and she quoted me the starting price for both. I had someone on hold so I had to call her back. I call her right back within a few seconds. She invited me in for a tour later that same afternoon but I was unable to make that time. I suggested Thursday, July 30th at 10:00 AM and Jessica said she didn’t have her calendar with her so she asked if she could give me a call back. She asked for my first name and no phone number but since we were on our cell phones, she had my caller ID of 301-245-3515. I never received a call back from Jessica. I sent her a text message on Wednesday, July 29th asking her if Thursday, July 30th would work at 11:30 AM for a tour (text messages attached at the bottom of the report). Jessica confirmed via text back to me that the time and date would work for her.

Overall, I was not feeling like a valued prospect at this point. Jessica’s tone over the phone was not inviting and the fact that she did not call me back made it less likely I would have even bothered to pursue a tour if I was a real prospect.

Telephone Identifying Needs

  • 9. Did the Leasing Professional determine apartment size?N/A0/3
  • 10. Did the Leasing Professional determine move-in date?N/A0/3
  • 11. Did the Leasing Professional determine number of occupants?N/A0/3
  • 12. Did the Leasing Professional determine if you had any pets?N/A0/3
  • 13. Did the Leasing Professional determine your price range?N/A0/3
  • 14. Did the Leasing Professional determine specific preferences (i.e. w/d connections, up/downstairs, fireplace)?N/A0/3
  • 15. Did the Leasing Professional ask your reason for moving?N/A0/3
  •  Total: 0/21
    0
    0

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?").N/A0/5
  • 17. Did the Leasing Professional review the apartment features and benefits (fireplace, washer/dryer, storage, etc.).N/A0/4
  • 18. Did the Leasing Professional describe community features, benefits, and/or amenities?N/A0/4
  • 19. Did the Leasing Professional create a sense of urgency?N/A0/2
  • 20. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?N/A0/3
  • 21. Did the Leasing Professional control the conversation?N/A0/4
  •  Total: 0/22
    0
    0

Telephone Close

  • 22. Did the Leasing Professional attempt to schedule a specific time for a onsite tour? If a onsite tour was not scheduled then only fill out the telephone portion of this shop report.N/A0/3
  • 23. After you scheduled an onsite tour did a Leasing Professional follow-up with you within the same business day with an email confirming the appointment? 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.) N/A0/5
  •  Total: 0/12
    0
    0

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? N/A0/13
  • 26. Did the Leasing Professional ask for your email?N/A0/4
  •  Total: 0/17
    0
    0

Onsite Greeting

  • 2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?Yes10/10
  • 3. Was the Leasing Professional prepared for your visit based on the information gathered from you during the phone call?Yes5/5
  • 4. Did leasing consultant practice social distancing?Yes1/1
  • 5. Was personal protective equipment offered to you as the prospect?No0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

I arrived at my scheduled appointment time.  Jessica greeted me in a friendly manner with a smile.  She asked me if I was Tina and I confirmed her name and she introduced me to Kelly that was shadowing her that day for training purposes. 

Onsite Identifying Needs

  • 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?Yes1/1
  • 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 :

After the greeting from Jessica we immediately began the tour. Jessica focused on size apartment, move-in date, and what she had currently available. We never discussed number of occupants. She did ask me during the tour what were my "must haves" and she did ask about my floor preference.

Onsite Demonstrating

  • 1. Did the Leasing Professional 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. 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?Yes3/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 34/36
    34
    94.44

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

We headed towards the elevator and stopped to tour the community room as Jessica pointed out all the surrounding features in detail. I observed Kelly taking notes. Jessica then listed all the local area conveniences including public transportation. She pointed out the gym and described the other community amenities in the building very thoroughly. She mentioned no amenity fees and a free month on a 13-month lease along with a $500 move-in credit with a reduced security deposit.

As we entered the elevator, Jessica asked me if there were any must haves or deal breakers. I said I wanted a washer and dryer in unit. She confirmed that washer and dryers are in the apartments. I asked about a pool and she said they do not have a pool but she highlighted the other community amenities. Jessica asked me if I preferred windows in the bedroom and I said I would prefer a window.

We entered the vacant. Jessica walked me through each area of the model and pointed out the features. The model showed very well. She told me we would be seeing a few more vacants next and she gave me the apartment numbers and prices of each. Jessica was very animated as she walked me each area of the apartment and highlighted the features. She took time with me to discuss how the bedroom furniture would fit into the space. She opened closet doors for me to show me the space. I asked if the windows were black out windows as you looked in from the outside and she said they were not. She asked me if I had a floor preference and I said I would like to be on a lower floor since I had a dog that I take for walks often.

As we walked to the rooftop deck, Jessica mentioned a few more community amenities and informed me that they had 24/7 maintenance. She asked me if I have been on a lot of tours and I told her I have been on quite a few. We went to see the rooftop deck and Jessica gave me the hours of operation as we saw the view. As we made our way back to the lobby, I asked if Jessica managed any of the other buildings which she mentioned she had two others she was overseeing. She gave me some information on another but suggested that 1900 Arch would most likely be the best fit for me with all the community amenities.

Onsite 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/A7/7
  • 2. Did the Leasing Professional mention current specials?Yes0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?No0/0
  • 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?No0/4
  • 7. Did the Leasing Professional attempt to close on you more than once?No0/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?No0/2
  •  Total: 15/27
    15
    55.56

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.):

In closing, Jessica provided me with a folder brochure that contained Building Amenities and Neighborhood Contacts. In addition to a full color glossy sheet highlighting the property. She did not review anything about the application process and she did not ask me to apply that day. During the tour she did mention the Free Month Special so there was some sense of urgency.

Jessica could have taken the opportunity to ask me at the end what I liked about what I just had viewed but she did not; or how it compares the other properties I toured but she didn't ask that either. She didn't make any attempt to close the deal. Based on her professionalism onsite I still would leased from her; However, she would have lost me as a prospect from our phone conversation.

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).:

Jessica did nothing to discourage me from leasing an apartment.

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:

At the end of our tour, Jessica said I could follow up with her either by phone, email, or text. She did not offer to follow-up with me.

Performance Evaluation

Total Phone Score: 3%
On Site Score: 75%
Total Score: 0%

General Questions