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Report For Erika Thomas at 1220 Sansom Street

Report For Erika Thomas at 1220 Sansom Street

0%
Current Score
75.12%
Average Score
  • 75%
    8-18-2020
  • 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)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: 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?:

At 1:50 PM on 8/14 I dialed 215-545-5100. After the 2nd ring Erin answered the phone with the name of the property management group and she introduced herself. I confirmed her name and she explained she was the Assistant Property Manager. I said I was trying to reach Erika at 1600 Walnut. Erin told me that Erika was at Walnut Square not 1600 Walnut. She asked if I had toured already or if I had an appointment. I told Erin my fiancé had spoken to Erika and I understood she was in charge of a few different properties.

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?N/A3/3
  • 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: 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.) :

Erin began to ask me what size apartment I needed and I told her I needed a two bedroom that was updated/modern. She asked my budget and I told her under $2K. She put me hold to get Erika. Erika came on the phone and introduced herself. She confirmed the size apartment I needed, move-in date, and budget. She said she was not in charge of 1600 Walnut but she could show me some other options. She asked for my name and number. I gave her my first name. Erika told me she would give me a call back and tell me what she had available that was updated. We said our goodbyes and the call ended.

I had mentioned my fiance but Erika nor Erin confirmed the number of occupants. Erika did not ask me about pets. She did not ask me my reason for moving. Erika did not engage in any open-ended questions to learn more about my apartment search.

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/A5/5
  • 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?No0/3
  • 21. Did the Leasing Professional control the conversation?No0/4
  •  Total: 9/22
    9
    40.91

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

During the first call Erika learned the size apartment I needed and that I was seeking an updated/modern home. She also learned that I was not interested in Walnut Square since I looked online and it didn't meet my needs. She did not ask me any open-ended questions to probe what those specific needs would be; However, I did tell her I wanted something updated. She explained that she would call me back and let me know what she would have available with a more upgraded apartment. The call was brief. I felt like I was controlling the conversation. She had one move-out coming up at 1220 Sansom Street and she didn't attempt to create a sense of urgency for that apartment. She did not review the community or local area amenities. Nothing was discussed about limited contact.

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.Yes3/3
  • 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? 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.) :

Erika called me back at 4:01 PM. She re-introduced herself. She recapped that I needed a two-bedroom updated apartment. She suggested Walnut Square and she described they had some updated kitchens and hardwood floors. I told her I had looked at Walnut Square online and the apartments looked outdated for my taste. Erika then suggested 1220 Sansom. She said she would have to contact the current owners to show the apartment. We agreed on Tuesday, 8/18/20 at 12 noon to show the apartment. She asked for my email address and she sent me a follow-up with the price and a link to the property page on their company website (see attached at bottom of report.)

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes13/13
  • 26. Did the Leasing Professional ask for your email?Yes4/4
  •  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.) :

Erika took both my phone number and email address. She did follow up that same day with an email which included the price and link to the community page on the company website.

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?N/A0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

Erika met me at 1220 Sansom Street at our scheduled time.  She greeted me with a smile.  We confirmed who the other was as we approached the doorway.  We began the tour immediately. I did not observe any guest card. Erika never took my last name.

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?Yes1/1
  • 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: 12/12
    12
    100

Comments on the Identifying Needs :

All of these questions were covered during the tour.

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.)No0/4
  • 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?N/A0/2
  • 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: 30/36
    30
    83.33

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

Erika met me at 1220 Sansom at our scheduled time. She greeted me with a smile. We confirmed who the other was as we approached the doorway. She took me immediately to the apartment since the current tenants were allowing us in to see their unit since they were moving out. Erika asked me some open-ended questions as we walked along. She asked me where I was moving from and why I was moving. I told her I was relocating from the DC area for work. I told her I worked for a bank. We chatted about the DC area in comparison to Philadelphia. Erika did not mention the local area conveniences until I mentioned them. This would have helped sell the property. There was a sushi restaurant and an Irish Pub directly across the street and also Target was in walking distance. It was a very convenient location with many walk-able shopping areas which should be highlighted.

We entered the occupied unit. The tenants had no problem letting me see the apartment. Erika led me through and pointed out each area highlighting the updated kitchen, large bathroom, plenty of closet space, and the large bedrooms. She gave me the price again and she let me know what date they were moving out. She did ask me if I was moving by myself. I told her one occupant and a dog. She gave me the pet fee. I told Erika I noticed tennis shoes thrown over a power line right out front of the building. I said it was explained to me that meant gang member related activity so I asked about crime on the block. She said she did not know since she didn’t live there. She then mentioned the secure access to the building. She said there were police that patrol the area as well.

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?No0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?Yes0/0
  • 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.):

As we walked back to the lobby, she explained how there were only two apartments per floor and she highlighted the privacy feature. I told her I would also to consider a one-bedroom since the units were so big. She said they only had one-bedrooms on the bottom floor but they were both occupied. She told me about the application fee and security deposit. Nothing was mentioned about a special. I assumed there was no special since they were highly occupied. She did ask me what I thought during the short tour so I took that as her trying to close the deal; However, I didn’t feel she gave me a strong sense of urgency since there was only one apartment coming available. She could have played that up more.

I told Erika I would have to think about it and we agreed to stay in touch. I have not received an email or phone call from her since my visit. We both had our face masks on and we kept our social distance.

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).:

I told Erika I noticed tennis shoes thrown over a power line right out front of the building and it was explained to me that meant gang member related activity so I asked about crime on the block. She said she did not know since she didn’t live there. She then mentioned the secure access to the building. She said they had police that patrol the area as well.

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:

Erika did not follow up with me via phone or email since our tour on 8/18/2020.

Performance Evaluation

Total Phone Score: 78%
On Site Score: 72%
Total Score: 0%

General Questions