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Report For Crystal M. Bourne at Kensington Court

Report For Crystal M. Bourne at Kensington Court

0%
Current Score
72.14%
Average Score
  • 72%
    10-05-2020
  • 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/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)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?No0/3
  •  Total: 22/28
    22
    78.57

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?:

I called Crystal at 3:04 PM on 10/1/2020 and I did not leave a message. I sent her a text message a few minutes later asking if we could schedule a call. She responded within three minutes via text and asked if I was available at that moment. We agreed to me calling her the following day, 10/2 at 9:30 AM. I called at our set time and Crystal answered. Text message and phone call is attached at the bottom of this report.

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?No0/3
  • 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?No0/3
  •  Total: 6/21
    6
    28.57

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

Crystal focused on size and price of apartment. She did not attempt to determine my preferences, number of occupants, or if I had a pet. She did not ask why I was 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.).No0/4
  • 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?Yes4/4
  •  Total: 4/22
    4
    18.18

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

Phone narrative: I called Crystal at our set time on Friday, 10/2/2020 at 9:30 AM. We clarified we were discussing Kensington Court. I told her I was calling to check on availability. She asked me what size and when I needed to move. I told her I was seeking a one-bedroom and for the beginning of November. Crystal listed a few options along with the square footage and price in my time frame. She seemed to be reading from a roster. I asked if it was an open floor plan and she said it was but she did not take the opportunity to asking me any probing questions. She immediately went to inviting me in for a tour. We agreed on Monday, 10/5/2020 at 10:30 AM.

She told me she would meet me at the front door when I arrived. Crystal had my first name, phone number, and email address. We said our goodbyes and the call ended.

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? No0/4
  • 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: 8/12
    8
    66.67

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

She told me she would meet me at the front door when I arrived. Crystal had my first name, phone number, and email address. We said our goodbyes and the call ended.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? N/A13/13
  • 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.) :

Crystal had my phone number through all of our correspondence via texting and phone call. She took my email address of tinazeel92@gmail.com. She said she would send me an email after our phone conversation but I never received the email. The Spam file was checked.

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.):

I arrived early before our scheduled time. I used the call box in the front of the building. Crystal answered right away and she knew it was me. She had no problem accommodating my early arrival. She buzzed me into the building and asked me to have a seat in the waiting area where there were comfortable chairs and the TV was playing. She said she would be right over and it would take her about 7 minutes. She arrived quickly. She greeted me in a very friendly manner and she was wearing her mask.

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?Please Select0/1
  • 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 :

Before we began the tour, Crystal reviewed the size apartment I needed and my move date. I told her I was relocating for work and most likely I needed to move by November 1st but I was flexible. We discussed my budget and she told me about the specials for a 13-month lease and an 18-month lease. She told me there were no washer and dryers in unit; However, they had laundry rooms and she told me the price. Crystal asked where I was moving from and I told her Alexandria, VA. We discussed pets during the onsite tour. She learned about my specific preferences at the end of the onsite tour. She then recommended a more modern building they owned a few blocks away.

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. Yes2/2
  • 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 Professional allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 36/36
    36
    100

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

We walked into the first vacant and Crystal gave me the price. She explained the most recent renovations with the countertops and flooring. She explained the building use to be a hospital which explained some of the design. She pointed out the extra large walk-in closets. Crystal explained the next vacant and said she would show me the rooftop deck. As we walked she showed me the trash chute.

We walked out on the rooftop deck and she told me about some the events that can be seen during the year from the rooftop. Crystal talked about the surrounding area attractions. She told me the difference between the two buildings which was the central air and heat. She told me it was a secure building and I would get a key fob.

She took me to see the gym and she also told me about other gyms in the area. She asked me if I was excited about moving.

Crystal showed me three vacants in total. She said she would follow-up with an email but I never received an email from her.

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. Yes7/7
  • 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.)Yes2/2
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?Yes4/4
  • 7. Did the Leasing Professional attempt to close on you more than once?Yes4/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?No0/2
  •  Total: 25/27
    25
    92.59

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.):

During the tour Crystal did ask at several points what I thought to gauge my interest. I posed the objection that the apartment wasn't as updated/modern as I like to have it. She then offered to show me the other building that was newer and much more modern. She invited me back that same day to tour that building. I declined for another day. If Crystal had focused on my apartment preferences very specifically then we would have gone directly to that other community she was recommending. She inform me that all of the bathrooms are entered through the bedroom and if that would be a deal breaker. I told her I wouldn't have a problem with that. We left it that I would be back in touch with her to tour that other property.

During the tour Crystal mentioned the application process. I gave points for question #5 because Crystal did share her personal stories of having lived on property. She was very engaging and personable.


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 did ask Crystal how the area was at night time and should I be concerned about walking around by myself. She said because of Fair Housing she could guarantee my safety but she used to lived in the community with her daughter and she did not have any problems.

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:

She said she would follow-up with an email but I never received an email from her.

Performance Evaluation

Total Phone Score: 57%
On Site Score: 87%
Total Score: 0%

General Questions