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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
41.79%
Average Score
  • 64%
    10-5-2020
  • 20%
    1-4-2021
  • 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 or text message was your call/text 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?No0/5
  • 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: 12/28
    12
    42.86

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?:

My first phone call attempts to KeSharna were on 12/8/2020 at 12:01 PM and 2:36 PM. I dialed her cell number of 443-813-2165 provided by the client. I received her voicemail but I did not leave a phone message (call attached to report). At 2:40 PM on 12/8/2020 I sent a text message saying, “Hi, I am interested in an apartment, can I give you a call back when I am done with work around 3:15 PM?” (text message attached to bottom of report). KeSharna never responded to my text message nor attempted to call me.

On 12/31/2020, I called two times (11:14 AM, 11:19 AM). I then sent a text message saying, “I am looking at availability of your apartments, could you give me a call back that would be great.” (text message attached). I called again at 11:22 AM and KeSharna answered the phone. She did identify herself as well as the property group. She never mentioned a word about my previous phone calls and text messages.

Telephone Identifying Needs

  • 9. Did the Leasing Professional determine apartment size?Yes3/3
  • 10. Did the Leasing Professional determine move-in date?No0/3
  • 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)?Yes3/3
  • 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.) :

KeSharna only asked for the number of bedrooms I was seeking and my budget. No other questions were asked.

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?").Yes5/5
  • 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?Yes2/2
  • 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: 11/22
    11
    50

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

KeSharna asked me what size apartment I was seeking and I told her a one- or two- bedroom. She asked me what budget I wanted to stay within and I told her $2,500. She then had asked what I was looking for in my apartment I told her closet space as well washer and dryer in unit. She came back and told me there is no closet space at all in their apartments and asked if I had looked at their Munsey location. She informed me I would get a bunch of closet space at that community. She told me at the Calvert location there was options but not what I am looking for and that's why the Munsey location would be a better fit. I told KeSharna I was flexible with a one or two bedroom because of the space.

KeSharna explained that since I wanted a lot of closet space then 26 Calvert would not be a “good fit”. I told her that is why I could go to a two bedroom. She re-iterated that the Munsey would be a better fit for me but she does have some options to offer me. She gave me the price of the two-bedroom and she described the location and how many two bedrooms she had available. She did not ask when I was looking to move or how many occupants.

She invited me in for a tour and she said the earliest she could give me a tour was Saturday, January 2, 2021 at 11 :00 AM. I tried to get in that same day but she said very curtly that it was the holiday and the earliest she could get me in was Saturday. Oddly enough she offered me her cell phone number of 443-813-2165 which is the number I had been calling and texting. Again, she seemed not to pay attention or acknowledged my past attempts. She asked for my name and I gave her my first and last name. She recapped our appointment time and the call ended.

KeSharna had planned to meet with me on Saturday, January 2nd at 11:00 AM. After we hung up, she called me back to switch the date to Monday, January 4th at 11:00 AM.

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 had planned to meet with me on Saturday, January 2nd at 11:00 AM. After we hung up, she called me back to switch the date to Monday, January 4th at 11:00 AM.

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 never asked for my phone number or email address she just got my first and last name.

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?N/A0/10
  • 3. Was the Leasing Professional prepared for your visit based on the information gathered from you during the phone call?N/A0/5
  • 4. Did leasing consultant practice social distancing?N/A0/1
  • 5. Was personal protective equipment offered to you as the prospect?N/A0/0
  •  Total: 0/16
    0
    0

Comments (Please explain in detail your experience.):

When I arrived at our 11:00 AM appointment on January 4th I walked up to the door and found out that I couldn't get in. I had waited to see if someone would walk in so I could go in behind them. As I waited, I called KeSharna on her cell phone of 443-813-2165. KeSharna's phone did not ring and went directly to voicemail. I kept waiting outside and I sent her a text message at 11:20 AM saying, "Hi, this is Zena I have an appointment with you today, I am here but outside". KeSharna has an iPhone because my messages previously to this were blue but then when I texted her the last time it was green also indicating that her phone was turned off. KeSharna never sent me a text back nor ever followed-up with me. I left the community without a tour.

Onsite Identifying Needs

  • 1. Did the Leasing Professional confirm size of apartment you needed?N/A0/1
  • 2. Did the Leasing Professional confirm your move-in date?N/A0/1
  • 3. Did the Leasing Professional confirm number of occupants?N/A0/1
  • 4. Did the Leasing Professional confirm price range or budget?N/A0/1
  • 5. Did the Leasing Professional confirm if you have any pets?N/A0/1
  • 6. Did the Leasing Professional discuss the floor plans creatively describing features and benefits of the apartment?N/A0/3
  • 7. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?N/A0/4
  •  Total: 0/12
    0
    0

Onsite Demonstrating

  • 1. Did the Leasing Professional walk you through a model or a vacant at a steady and desirable pace?N/A0/4
  • 2. Did the Leasing Professional try to learn more about you throughout the tour by actively involving you in conversation?N/A0/4
  • 3. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?N/A0/5
  • 4. Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)N/A0/4
  • 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.)N/A0/4
  • 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. N/A0/1
  • 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. N/A0/4
  • 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. N/A0/2
  • 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?N/A0/3
  •  Total: 0/36
    0
    0

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/A0/7
  • 2. Did the Leasing Professional mention current specials?N/A0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?N/A0/0
  • 4. Based on the Leasing Professional's presentation, would you have leased an apartment?N/A0/8
  • 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.)N/A0/2
  • 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?N/A0/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?N/A0/2
  •  Total: 0/27
    0
    0

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

Follow Up

  • 1. Did you receive a follow-up phone call within 24 - 48 hours of your visit?N/A0/8
  • 2. Did you receive a follow-up email within 24 - 48 hours of your visit?N/A0/2
  •  Total: 0/10
    0
    0

Performance Evaluation

Total Phone Score: 40%
On Site Score: 0%
Total Score: 0%

General Questions