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Report For Terrell Montrell Bennett at The Munsey

Report For Terrell Montrell Bennett at The Munsey

0%
Current Score
41.29%
Average Score
  • 46%
    10-8-2020
  • 36%
    12-08-2020
  • 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?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).No0/3
  • 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.)No0/3
  • 8. Did the Leasing Professional ask how you knew about the community?No0/3
  •  Total: 11/28
    11
    39.29

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?:

On December 7th, after calling Montrell at 12:25 PM, I sent him a text saying I was at work and could not take phone calls while at the office. I asked if we could set a firm time up when I might be able to call him. Montrell finally responded to my text telling me to call him on Tuesday, December 8th after 9:30 in the morning when he would be at work.

I called Tuesday, December 8th at 9:40 AM and Montrell answered the phone on the first ring by saying, "PMC Property Group. This is Montrell." He did not identify the Munsey property. I identified myself as the person who texted him the day before. I said I wanted to know if he had any apartments available to rent. He asked, "At which property?" I said the Munsey.

Montrell did not ask many questions. There were gaps in between conversation. He was not unfriendly, but he did not convey a warm or inviting attitude. He did not ask how I knew about the community.

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.) :

Montrell asked what my price range was before asking any other questions. I said I wanted a one-bedroom and he told me they start at $1,095 and they go up from there. I confirmed that this was within my price range and again Montrell stated that the apartment went for $1,095 and was 790 square feet. I asked if he had anything bigger and he said they then go to 850 square feet and that goes for $1,185. Montrell seemed to put a lot of emphasis on square footage. Then instead of asking questions, Montrell immediately asked when I would like to come in for a tour. He did not ask if I had any pets, how many occupants, any special features or my reason for moving. There seemed to be some awkward silences in the conversation and my impression was he was in a hurry to get off the phone. Just wanted to set up a tour at this time.

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?No0/4
  •  Total: 0/22
    0
    0

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

Montrell did not ask any questions about my specific needs other than to find out I needed a one-bedroom apartment. He did not talk about the features of the apartments nor talk about any amenities. He did not create any urgency at this time. Nor did he talk about limited contact or offer a virtual tour. In fact, after getting only vague information about what I was looking for, he immediately jumped to scheduling an in-person tour. There were some awkward silences in the conversation, so I would not say he was in control of the conversation.

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.) :

Montrell scheduled a in person tour for later the same day as we talked. He did not follow up with regard to this appointment beforehand, nor did he talk about a virtual tour.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes13/13
  • 26. Did the Leasing Professional ask for your email?No0/4
  •  Total: 13/17
    13
    76.47

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

Montrell did not ask for my phone number or email address during the phone conversation. But he already had my phone number because I had to send him a text to set up a telephone call.

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?No0/10
  • 3. Was the Leasing Professional prepared for your visit based on the information gathered from you during the phone call?No0/5
  • 4. Did leasing consultant practice social distancing?Yes1/1
  • 5. Was personal protective equipment offered to you as the prospect?No0/0
  •  Total: 1/16
    1
    6.25

Comments (Please explain in detail your experience.):

During our initial phone conversation, I asked Montrell about parking once I arrived at the Munsey. He told me there was a parking lot next to the building that I could park in. Once I arrived, I drove around the block a couple of times, but never found this parking lot. Fortunately, someone left from a meter near the building and I was able to park there. I arrived at the Munsey a few minutes early before the appointed time and pressed the call button to alert Montrell I was there and needed to gain entry to the building. I called several times, but the recording always came on saying, "all circuits are busy." I continued to try the call button. I called Montrell directly and sent him a text. Frankly, if I had been a true customer, I probably might have left in frustration. After nine minutes of standing outside the building, Montrell answered my text saying he would be down to get me "when he could." At 12:06 into the wait, Montrell finally showed up to let me into the building.

Montrell started the tour by showing me where the mail room was located as well as package pickup. He never introduced himself, and I finally had to ask if he was indeed Montrell.

Although Montrell was friendly when we met, he kept me waiting for such a long time outside that I did not feel very welcome. He didn't seem that prepared for our meeting either. He did not have any brochures or business card to offer me. He did social distance, but didn't offer any protective equipment, but then again, I was already wearing a 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?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?No0/3
  • 7. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?No0/4
  •  Total: 2/12
    2
    16.67

Comments on the Identifying Needs :

After showing me the mailroom and package pickup, Montrell continued the tour. He pointed out the leasing office drop box. Montrell finally asked when I wanted to move and I replied the beginning to middle of January if possible. This was the first mention of when I wanted to move. Nothing like that had been asked during the initial phone call. Montrell really didn't ask me any questions to discover my wants and needs in the new apartment. He didn't even ask how many people would be living in the apartment or if I had any pets.

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?No0/4
  • 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?No0/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 27/36
    27
    75

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

Montrell continued to tour the common areas such as the business center and community room. He finally asked how I heard about the Munsey and I replied apartment.com and the suggestion of a co-worker.

Montrell was prepared to show me two different apartments today. The one had more views and the other was a little higher up. Montrell explained the history of the building and how it came to be apartments. As we went to the apartments, there was a lot of silence. Montrell then talked about the differences in square footage and pricing for each unit. Again, there was silence as we went to see the first apartment. Montrell pointed out the appliances and the fact that the washer and dryers were available in each unit. We continued walking through the apartment and he talked about the layout and features. When finished we went up one floor to look at the second apartment that was 25 feet larger. Again, silence as we went to apartment two.

Montrell didn't really ask a lot of questions to find out my apartment and community preferences in my new home. He could not point out what was important to me, because he never asked what was important to me.

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. No0/7
  • 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?No0/8
  • 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.)No0/2
  • 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?No0/2
  •  Total: 0/27
    0
    0

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.):

As we toured the first apartment, Montrell mentioned that there were no specials associated with this unit because the move-in rate was already very low. But he did say it was one of the lowest rents in the building. The second apartment was $1,185 and I would be getting one month free for the current special.

Montrell asked me to text him my contact information (name, phone and email) and he would send me some information via email. He also told me to get in touch with him but that he would email me an application if I wanted to fill one out.

There was no sense of urgency whatsoever. Montrell never discovered much about me and my needs at all. What made him memorable was the lack of wanted to find out my needs. He did not push me to fill out an application or schedule a follow up phone call.

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).:

Montrell did not make me feel as though he was discriminating against me.

Follow Up

  • 1. Did you receive a follow-up phone call within 24 - 48 hours of your visit?No0/8
  • 2. Did you receive a follow-up email within 24 - 48 hours of your visit?Yes2/2
  •  Total: 2/10
    2
    20

Comments:

Dear Kenneth,

Thank you for your interest in The Munsey. You are invited to log into our online leasing system and complete the application process. To access our system, please click the link below, and enter the user name and temporary password which we have provided. Upon logging in, you will be prompted to reset your password. Please make a note of your new password so that you may continue to access our site in the future.

https://themunseyapts.securecafe.com/onlineleasing/the-munsey0/guestlogin.aspx?Invite=1

PLEASE DO NOT SHARE THIS LINK WITH ANYONE OR CHANGE ANY INFORMATION ALREADY ENTERED FROM YOUR INFORMATION TO SOMEONE ELSE'S.

Your login credentials:
User Name: pawstarman@yahoo.com
Temporary Password: PEFM6094})pe

Your account security is important to us. If any of the above information is inaccurate, please contact us using the information below.


We look forward to receiving your completed application and will be in contact with you upon receipt.

Sincerely
The Munsey
7 North Calvert St
Baltimore,MD 21202
(410) 347-0060

Thank you,
The Munsey
7 North Calvert St
Baltimore, MD 21202

Performance Evaluation

Total Phone Score: 41%
On Site Score: 32%
Total Score: 0%

General Questions