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Report For Kirsten Valentine at Glenmoor Oaks Apartments

Report For Kirsten Valentine at Glenmoor Oaks Apartments

0%
Current Score
91.14%
Average Score
  • 91%
    10-5-2020
  • 25%50%75%100%

Performance Evaluations

Telephone Greeting

  • Was the greeting friendly and professional?Yes5/5
  • Was the phone call initiated with the name of the property?Yes5/5
  • Did the leasing consultant introduce themselves by name?Yes5/5
  • Did the leasing consultant ask you for your name?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

The call was answered promptly. Kirsten answered with the name of the property and she introduced herself. She had a friendly and professional tone.

Telephone Qualifying

  • Did the leasing consultant identify the apartment size needed?Yes3/3
  • Did the leasing consultant identify the date of need?Yes3/3
  • Did the leasing consultant ask the number of occupants?No0/2
  • Did the leasing consultant qualify for pets?Yes2/2
  • Did the leasing consultant identify your reason for moving?Yes1/1
  • Did the leasing consultant ask how you heard of the property?N/A2/2
  •  Total: 11/13
    11
    84.62

Comment (You must provide a brief summary under each category. This section is mandatory.):

Kirsten did not ask me about the number of occupants. I told her I had looked online so points given for question #6. All other qualifying questions were covered.

Telephone Discovery

  • Did the leasing consultant ask if it would be okay if they asked you a few more questions to help find you the best home?N/A5/5
  • Did the leasing consultant ask you what features are most important to you in your apartment home?Yes5/5
  • Did the leasing consultant ask what features/amenities are important to you in your community?Yes5/5
  • Did the leasing consultant ask if you had looked at the community online?N/A5/5
  • If you were asked whether you had looked at the community online, did they ask if there were specific floor plans and features/amenities that interested you?N/A5/5
  • Did the leasing consultant ask if you had a preference in location (for example: floor level, view, sunlight, etc.) for your apartment home?Yes5/5
  • Did the leasing consultant ask what interests you about the local area?Yes5/5
  • Did the leasing consultant ask you "what else" or encourage you to expand on any of your answers?N/A5/5
  •  Total: 40/40
    40
    100

Phone Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

Kirsten did not get my permission to ask me questions but the conversation flowed so naturally that she transitioned right into the questions.

Telephone narrative: The call was answered promptly. Kirsten answered with the name of the property and she introduced herself. She had a friendly and professional tone. I told her I was checking on the availability of their apartments. She asked me for more information. I asked about the tennis courts as a side note. She reviewed all the community amenities up front. She explained what phase they were in as a new lease up. She asked me what size apartment I needed and what floor preference I wanted. I told her I had a dog and would like to have the bottom floor with a walk-out. She asked me when I wanted to move. She asked where I was currently living and I told her I was in DC and relocating for work. She mentioned the fall events and described the local area conveniences.

Kristen Invited me to the community and we decided on Monday, October 5. Kristen outlined what she would show me. She asked for my email address and phone number. I gave her bellafeb22@gmail.com. I did receive her confirmation email. I also gave her 443-390-2719. She asked for my first and last name. We said our goodbyes and the call ended.

Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.N/A5/5
  • If the price was quoted, were you asked, "How does that fit with what you were looking to pay? Is it a similar price?" If the price was not mentioned, please answer NA. N/A2/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.Yes3/3
  •  Total: 10/10
    10
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Price was not discussed but I made reference to looking on the website so I think the assumption was made that the community was in my price range.

Telephone Invitation and Directions

  • Were you invited to visit the property?Yes5/5
  • Were you asked for a convenient time for an appointment?Yes5/5
  • Were you asked if you were familiar with the location?Yes2/2
  • Were you offered directions or information to help you find the community? Answer NA if you told the leasing consultant that you were familiar with the location.N/A2/2
  •  Total: 14/14
    14
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Kirsten invited me to the property and we set a specific date and time. I indicated I knew where the property was located and she provided me some direction.

Telephone Closing Comments

  • Was your appointment time repeated back to you?Yes4/4
  • Were you asked for your phone number AND email address?Yes4/4
  • Were you thanked for calling and given a friendly "good-bye"?Yes2/2
  •  Total: 10/10
    10
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

She took my email and phone number. She followed up with an email that same day.

Telephone Professionalism

  • Was a sense of rapport created?Yes2/2
  • Did the leasing consultant control the conversation with finesse?Yes2/2
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant use your name during the call?Yes2/2
  • Were all of your questions answered to your satisfaction?Yes2/2
  •  Total: 10/10
    10
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Kirsten was a delight to speak with over the phone. She handled the entire conversation with finesse. She created rapport immediately since she was so easy to speak to.

Celebrating the Arrival

  • Did the leasing consultant immediately smile and stand to greet you in a friendly manner? If the leasing consultant was already standing, or busy assisting someone at the desk (in person or on the phone), please answer yes. Yes5/5
  • Did the leasing consultant introduce themselves to you and ask your name?Yes5/5
  • Did the leasing consultant demonstrate an eagerness to help you?Yes5/5
  • Did the leasing consultant ask permission to review your needs?No0/5
  •  Total: 15/20
    15
    75

Comment (You must provide a brief summary under each category. This section is mandatory.):

I entered the leasing office and Kirsten stood to greet me. The first thing she asked was if I was Tina. I asked if she was Kirsten. We were both very jovial given the beautiful first impression of the community. As she did on the phone, she immediately began with pointing out the aquatic center and all the surrounding area attractions.

Onsite Qualifying

  • Was a guest card (or similar) reviewed during your visit?No0/2
  • Was your date of need reviewed?Yes2/2
  • Was the apartment size you needed reviewed?Yes2/2
  • Was the number of occupants reviewed?No0/2
  • Was your reason for moving reviewed?Yes1/1
  • Was your place of employment or occupation reviewed?No0/2
  • Was whether or not you had pets reviewed?Yes1/1
  •  Total: 6/12
    6
    50

Comment (You must provide a brief summary under each category. This section is mandatory.):

Kirsten did not invite me to sit down and review our phone conversation to go over the qualifying questions. I did not observe any guest card filled out in my name. She never asked me about the number of occupants over the phone nor in person. I felt since we discussed both the one and two bedroom as options she would have asked who was coming with me but she did not. We never discussed why I was moving during the tour so my occupation never came up.

Onsite Discovery

  • Were the features you stated were most important to you in your apartment home reviewed?Yes5/5
  • Were the features/amenities you stated were most important to you in your community reviewed?Yes5/5
  • "Were the specific floor plans/community features that interested you online reviewed? Answer NA if you did not say there was a specific floor plan or feature that interested you."N/A5/5
  • Was your preference in location (for example: floor level, view, sunlight, etc.) for your apartment home reviewed?Yes5/5
  • Were your favorite things about where you currently live reviewed?No0/5
  • Were the things you would like to change about where you currently live reviewed?No0/5
  • Was what interested you about the local area reviewed?Yes5/5
  • Did the leasing consultant ask you "what else" or encourage you to clarify or expand on any of your answers?N/A5/5
  •  Total: 30/40
    30
    75

Onsite Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

We never discussed the floor plans from the website. There was no need to expand on any of my answers.

The Tour

  • THE TOUR: Were you asked if you preferred to see the amenities first or the apartment home/model? Please answer the following question NA if there were no amenities or no model/home to tour.N/A2/2
  • Did the leasing consultant control the tour?Yes3/3
  • "Did the leasing consultant praise the onsite professional staff and Management Company? For example: leasing, landscaping, maintenance or security staff"Yes1/1
  • Did the leasing consultant tour all recreation areas and amenities you said were important to you?Yes3/3
  • Did the leasing consultant discuss property benefits that you said were important to you?Yes3/3
  • Did the leasing consultant discuss surrounding area benefits that you said were important to you?Yes2/2
  • Did the leasing consultant tour the model, vacant, or occupied apartment? Please answer NA if there were no available apartments to show.Yes3/3
  • Did the leasing consultant highlight the apartment features that you stated were important to you during the Discovery process?Yes3/3
  • "Was value added to price during the presentation? (For example: ""Membership to our fitness center is included in your rent, so you can cancel your gym membership and save yourself the monthly fee."")"Yes2/2
  •  Total: 22/22
    22
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Kirsten showed me the community area amenities first since that made the most sense as we were to closest to them. Kirsten took me to the model first and it was so beautifully decorated. She led me through each room and pointed out the features. She then took me to a one bedroom for comparison. I was able to determine that the one bedroom may be too confining and I told her that the two bedroom might be a better fit. She didn't ask me about the number of occupants. She asked me what I thought as we walked. She was engaging.

We walked back towards the leasing office yet she did not invite me in to review pricing. I am assuming due to Covid that was the reason.

Handling Objections

  • Did the leasing consultant accept and acknowledge your concern?N/A5/5
  • Did the leasing consultant ask you to clarify by saying something like, "Tell me what you mean by..."N/A5/5
  • Did the leasing consultant remind you that they want to help you find the apartment home that meets your needs but let you know the decision is yours? N/A5/5
  • Did the leasing consultant offer options?Yes5/5
  • Did the leasing consultant confirm they had handled your objection?N/A5/5
  •  Total: 25/25
    25
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

It was hard to have any objections during the tour since everything showed so well. I really had a challenge posing any questions. I waffled between the one and two bedroom. At no point did Kirsten ask about the number of occupants.

Closing

  • Was urgency created during the presentation?Yes5/5
  • Did the leasing consultant attempt a pre-close / review of features and benefits you stated were important to you and ask if there was anything they had missed?Yes5/5
  • Did the leasing consultant ask you to apply today?Yes5/5
  • "Did the leasing consultant attempt a second close after handling any follow up objections? Answer NA if you did not give any follow up objections."N/A5/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?No0/5
  •  Total: 20/25
    20
    80

Comment (You must provide a brief summary under each category. This section is mandatory.):

Kirsten created urgency at the end of the tour when she told me about the aggressive special of NO RENT through December. I couldn't make up my mind between the one and two bedroom. She didn't try to probe about why the two bedroom would be a better choice. Also, she did not give me a brochure or business card. She said she would send me a price quote. She did follow up with an email and it had the price quotes attached.

Onsite Professionalism

  • Was the leasing consultant enthusiastic?Yes4/4
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant create rapport during the presentation?Yes4/4
  • Was the leasing consultant polite and sincere?Yes2/2
  • Was the leasing consultant dressed appropriately?Yes2/2
  • Was your name used frequently during the presentation?Yes2/2
  • Did the leasing consultant try to discover your needs or desires throughout the presentation?Yes2/2
  • Did the leasing consultant introduce you to other staff or point them out if they were not within range to be introduced?N/A2/2
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Kirsten was the utmost professional during the tour and over the phone. She was bubbly and she created a lot of rapport by highlighting all the great community amenities and local area conveniences.

Fair Housing Awareness

  • Did the leasing professional refrain from asking any discriminatory questions (based upon protected classes)?Yes5/5
  • Did the leasing professional refrain from steering you to a certain size unit or part of the community, building, or floor?Yes5/5
  • Did the leasing professional refrain from practicing any delay tactics that would frustrate a person from pursuing a rental?Yes5/5
  • Did the leasing professional supply rental information, such as rental rates?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Kirsten did not make an discriminatory remarks. She was very professional. She did provide me with rental rates.

Follow Up - 24 hours

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?Yes10/10
  • Did the leasing consultant follow up again within 3 business days?Yes5/5
  •  Total: 15/15
    15
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Kirsten followed up with an email that same day as the tour and then she followed up within 72 hours by phone.

Performance Evaluation

Total Phone Score: 98%
On Site Score: 87%
Total Score: 0%

General Questions