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Report For Carlos Brandford at 101 Wells

Report For Carlos Brandford at 101 Wells

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Current Score
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Average Score
    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?Yes3/3
  •  Total: 25/28
    25
    89.29

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?:

As soon as I called Carlos he returned my call within minutes so points given for question #1. Carlos answered the phone with the name of the company and he introduced himself.  I told him I was interested in 101 Wells. 

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?Yes3/3
  • 12. Did the Leasing Professional determine if you had any pets?Yes3/3
  • 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?Yes3/3
  •  Total: 18/21
    18
    85.71

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

Carlos covered all of these questions with the exception of question #14. He did not ask me what my specific apartment and community preferences were beyond the size of apartment I needed.

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?N/A3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 14/22
    14
    63.64

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

Carlos answered the phone with the name of the company and he introduced himself. I told him I was interested in 101 Wells. He asked me what size apartment I was seeking and what my move-in date would be. I told him I need either a one or two depending upon size and price. I said I was looking to move right after New Year’s or before the holiday. He asked me for my name and how I heard about them. I told him online and he asked me to specify which site and I said, “apartments.com”.

He asked me for my price range and I told him under $1,500. He asked how many occupants and if I had any pets. I said two occupants and one small dog. Carlos told me he had a two bedroom for $1,609 but they had a special that I could spread the discount over the term of the lease to get within my price range. He offered me another vacant as well. I agreed that it sounded good and he then invited me in for a tour.

He asked for my email address (Bellafeb22@yahoo.com). We played phone tag that day so he had my phone number. He asked me the reason for my move and I told him I was selling my house and I wanted to live downtown. He said come to the front door and he would buzz me in. 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? N/A4/4
  • 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: 12/12
    12
    100

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

Carlos invited me in for a tour. We agreed on a time that afternoon so no email was sent since we were meeting in less than an hour. There was no need for him to recommend 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?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.) :

Carlos had my phone number since I left a voicemail and he asked for my email address.

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.):

Carlos greeted me with a friendly "hello" and he introduced himself. I had arrived early so he asked me to have a seat in the community room.

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?N/A1/1
  • 3. Did the Leasing Professional confirm number of occupants?Yes1/1
  • 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: 12/12
    12
    100

Comments on the Identifying Needs :

We did not sit in his office but he did cover these questions as we toured. We didn't discuss my move-in date onsite but we had just talked over the phone so points given.

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 Specialist 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.):

Carlos recapped the size apartment I needed and we began the tour. He started with the community amenities first and we saw the basket ball court. He asked me what I was seeking in my new place. I told him I wanted a washer and dryer in unit and he said he certainly could accommodate me. Carlos proactively told me that if I wanted stainless steel appliances I could get them and it would only be a small additional fee which he mentioned. He asked if I was familiar with the neighborhood.

We walked into the vacant. He said he had a couple options to show me. He recapped I was selling my home. He pointed out how spacious the apartment was. I said I loved the space but hated the brown carpet. He told me I could have that replaced with laminate flooring for a small additional fee. He gave me the history of the building and that it use to be a stamp company. He led me through each room of the two bedroom and two bathroom vacant and pointed out the amenities. Carlos asked me if this living space would be suitable for my needs and I said it would be. He explained to me the specials based on the lease term.

As we walked back to the leasing office I smelled sour trash in the hallway and told him. He said they have trash pick-up daily during the week and not on Saturdays so it could be someone that just emptied their trash which is causing the smell.

Carlos then took me to another vacant that already had the wood floors I was seeking so I wouldn't have to pay the additional fee. He did ask if I had a floor preference and I told him I wanted the bottom floor for the puppy.

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. Yes9/9
  • 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.)Yes0/0
  • 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.):

Carlos asked me a lot of questions about my preferences and we were able to narrow down the one apartment that would fit my needs. He calculated the monthly rate for me and it sounded good. He really stayed focused on fitting me with the right apartment. He did ask me if I would be applying that day. I said I had more places to see and he reminded me that the apartment was right in my price range along with the amenities I wanted. He told me to apply online. He told me he would follow up with an email but he did not mention a phone call.

Carlos did not give me a business card nor a brochure and he told me because of Covid they are not exchanging any paper. He did follow up with an email.

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 told me I had a safety concern about the first floor which is what I wanted. He assured me that since he has been there he did not know of any problems and each door from the outside had a key fob entry.

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:

Carlos did follow up with an email but I did not receive a phone call back.

Performance Evaluation

Total Phone Score: 86%
On Site Score: 90%
Total Score: 0%

General Questions