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Report For KeSharna Shamonique Roberson at 26 South Calvert Street

Report For KeSharna Shamonique Roberson at 26 South Calvert Street

0%
Current Score
63.68%
Average Score
  • 64%
    10-5-2020
  • 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.No0/5
  • 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).N/A3/3
  • 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.)No0/3
  • 8. Did the Leasing Professional ask how you knew about the community?No0/3
  •  Total: 17/28
    17
    60.71

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?:

It took a few attempts to reach the KeSharna. I was not able to leave a voice message because her box was full/not accepting messages. When she did answer it was on the second ring and she just said "PMC property group". She did not introduce herself. She didn't sound that upbeat nor was she warm/inviting. KeSharna identified herself towards the end of the call as well as obtaining my. She used my name at the end of the call.

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?Yes3/3
  • 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: 9/21
    9
    42.86

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

After the greeting, KeSharna clarified what property I was seeking, what size unit, move in date, and budget/price range.

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?Yes3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 7/22
    7
    31.82

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

KeSharna controlled the conversation, it was brief. After she asked me the initial question of size, move-in date, and budget she informed me she had several options and she invited me in for a tour. She informed me it was a self-guided tour and she could also send me some videos that same day as our phone conversation. I told her Tuesday would work for the self-guided tour and we agreed on 1:00 PM to meet in front of the building. After identifying my needs, she didn't mention anything about the community. She didn't talk about apartment features, community amenities or even price.

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.) :

KeSharna offered me a self guided tour or to send me videos of the unit. I took the self guided tour option which she scheduled for a couple days later at 1:00 PM.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? No0/13
  • 26. Did the Leasing Professional ask for your email?No0/4
  •  Total: 0/17
    0
    0

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

KeSharna did not ask for my telephone number or email.

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 ended up on the north side of Calvert St. rather than the south side which is why I ran a few minutes late. Kesharna called me to make sure I was still coming since I was a few minutes late, and was able to guide me to her building. Most agents do not call to make sure you are still coming; it shows she cares.

KeSharna knew who I was as soon as I entered the building. She asked for me by name and I confirmed. We immediately began to talk because I had just called her a few minutes before we met to get directions to the community. She was wearing a mask and practicing social distancing. I was not offered protective equipment because I came in with it.

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?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.)?Yes4/4
  •  Total: 10/12
    10
    83.33

Comments on the Identifying Needs :

KeSharna took some time to confirm what I was looking for in my unit. She asked about the size needed, move-in date, price and preferences within the unit. She did talk about floor plans in regards to space in the beginning. She talked in more details about features as we walked through the unit.

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.):

KeSharna was in complete control of the demonstration. She started with the community amenities. First, she showed the mail room and explained how I would receive packages. Then we made our way to the club room which housed games, TV's, fitness area and sofas. Before we saw the club room; she discussed the bike room and bike rentals. We then took the elevator up where she showed me a clean vacant unit. She explained that the space was small and it might not be what I was looking for. She suggested that her sister property, The Munsey would have more space. She mentioned that utilities are charged based on each individual units' usage. She mentions updated appliances and durable carpet. I objected to the bathroom being in the bedroom and she explained that it was like that for most floor plans but there was a few that did not have them in it. She took time to look through her availability sheet to find a unit with the bathroom outside of the bedroom. She also called her manager to confirm before she found the unit.

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?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.)Yes2/2
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?N/A0/4
  • 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: 17/27
    17
    62.96

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.):

KeSharna expressed urgency by mentioning the current special of the first month rent free and limited availability. She did not ask me to apply but did provide me with all the information needed to apply. She asked if she could follow-up with a text message so that we could review all the information provided today as well. I was never provided her a reason not to lease since I wasn't asked.

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).:

KeSharna did not discourage me in anyway from leasing.

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:

I received a follow up email and text messages after my visit.

Performance Evaluation

Total Phone Score: 41%
On Site Score: 86%
Total Score: 0%

General Questions