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Report For Patricia Rich at The Apartments at Cambridge Court

Report For Patricia Rich at The Apartments at Cambridge Court

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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.N/A5/5
  • 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?Yes5/5
  • 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?N/A3/3
  •  Total: 28/28
    28
    100

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 call was answered promptly.  Patty stated the name of the property and she introduced herself.  She had my name from my previous call. She did not ask me how I knew about the community but I had told her I was on their website.

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?N/A3/3
  • 14. Did the Leasing Professional determine specific preferences (i.e. w/d connections, up/downstairs, fireplace)?No0/3
  • 15. Did the Leasing Professional ask your reason for moving?N/A3/3
  •  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.) :

Patty described what they had available but she did not ask me about what I preferred in my new apartment home. I had shared my reason for moving. She never asked about number of occupants or pets. I mentioned my husband but there may have been kids. She didn't ask.

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?Please Select0/4
  • 19. Did the Leasing Professional create a sense of urgency?Yes2/2
  • 20. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?N/A3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 13/22
    13
    59.09

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

The call was answered promptly. Patty stated the name of the property and she introduced herself. I told her I was looking for a two bedroom. She asked about my move date and I told her I needed it the beginning of December since I was selling my house. She said she wouldn’t have anything until January 1st. I asked about a one-bedroom and she said she would have a one bedroom with den. She gave me the price. She offered me another option that would be available sooner in November. She immediately suggested she could send me a video of what she was suggesting. She used my name in conversation. She asked for my last name and my email address. She said she would look for the video. She went on to describe the upgraded expresso cabinets. We discussed two floor plans online with the one bedroom and den. She clarified what floor plan was coming available. She reviewed the features in the available unit.

Patty was able to guide me through the website to the pictures of the apartment and community which I didn’t see right away. She created a sense of urgency by telling me the apartments rent very quickly.

Patty invited me in to take a tour. I explained to her that I was limiting my contact with others and if it was possible for her to do a virtual tour with me. She said she would send me video but I reminded her that if the video was over 2GB then it would not transmit via email. I asked her if she could send it to me through the Google Drive. She said they didn’t use Gmail but they used Outlook. So, I asked Patty to send me the video through One Drive. She told me she didn’t know how to do that and she would attempt to use the iPad. She went to the unit but we could not connect on the iPad. I tried calling her from my Facetime but she could not pick up. After several failed attempts I finally received a video Patty had sent to my text message. I called Patty back to let her I know I did get the video. She did not tell me anything about the application process nor did she try to close me. I think she was so happy that something finally worked the remaining conversation was dropped. She did explain she had taken a class for something called “TEAM”. She attempted to explain what she had just learned but she seemed very unsure of how to use it.

There was not time set to follow up with me after I receive the video.

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.) Yes5/5
  •  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.) :

Patty and I had several calls back and forth trying to get the virtual tour to work using the iPad. She finally sent me a video via text that did work.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? N/A10/10
  • 26. Did the Leasing Professional ask for your email?Yes4/4
  • 27. Did the Leasing Professional ask for your preferred method of contact?N/A3/3
  •  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.) :

Patti had my telephone number and she did ask for my email.

Greeting/Virtual Tour

  • 1. Did the Leasing Professional call you at the set appointment of your virtual tour?N/A5/5
  • 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?No0/5
  •  Total: 10/15
    10
    66.67

Comments (Please explain in detail your experience.):

We did set an immediate time to jump on the phone for the virtual tour using the iPad. Patty kept a positive attitude through the entire process even though we weren't having much success.

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?No0/1
  • 5. Did the Leasing Professional confirm if you have any pets?No0/1
  • 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.)?No0/4
  •  Total: 5/12
    5
    41.67

Comments on the Identifying Needs :

My budget, if I had pets, and my specific preferences were never reviewed.

Demonstrating/Virtual Tour

  • 1. Did the Leasing Professional virtually walk you through a model or a vacant at a steady and desirable pace?N/A4/4
  • 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. No0/2
  • 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?Yes3/3
  •  Total: 25/36
    25
    69.44

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

The video that I received did walk me through the vacant at an even pace. We never discussed the community amenities.

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. Yes4/4
  • 2. Did the Leasing Professional mention current specials?No0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?No0/5
  • 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.)Yes0/0
  • 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?Yes2/2
  •  Total: 14/27
    14
    51.85

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.):

Patty did not review the application process nor did she ask me to apply. I felt she was so distracted with trying to make the virtual tour work that everything else was dropped.

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

Comment (This is mandatory that you answer question #3 in the Comment Box).:

No Fair Housing issues came up in conversation.

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:

Patty followed up with me several times as we went back and forth to view the video she sent via text.

Performance Evaluation

Total Phone Score: 82%
On Site Score: 64%
Total Score: 0%

General Questions