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Report For Qwantina Ridley at Admiral Place

Report For Qwantina Ridley at Admiral Place

0%
Current Score
63.68%
Average Score
  • 64%
    10-29-2020
  • 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.Yes5/5
  • 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).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.)N/A0/3
  • 8. Did the Leasing Professional ask how you knew about the community?Yes3/3
  •  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?:

Preface: The original shopper (Sophia) called the property and the agent answered but did not state her name. The shopper finally asked the agent's name toward the end of the conversation only to learn that it was not the target agent, Qwantina, so the phone shop had to be completed by another shopper (Tina).

Qwantina answered the phone call on the first attempt. She answered with the name of the community and she introduced herself. I said I was checking on availability of their apartments.

I didn't feel the Qwantina had an inviting tone to her voice since she didn't attempt to invite me in and I had to lead the conversation.

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?No0/3
  •  Total: 15/21
    15
    71.43

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

Qwantina answered the phone call on the first attempt. She answered with the name of the community and she introduced herself. I said I was checking on availability of their apartments. She asked me what size and I told her a one- or two- bedroom based on size and price. She described what she currently had available with two options of a one- and two- bedroom. She gave me the prices and explained there was no patio or balcony. She quoted a third option and highlighted (again) there was no patio or balcony. She did not attempt to ask me for my apartment preferences. She asked if that was all I needed “ma’am” as if she was bringing the conversation to a close never asking for my contact information nor inviting me for a tour. There was a long pause as I waited for her to take the lead in conversation. I finally had to ask her what the next step would be. She said I could apply online or come in and do a paper application. She went on to tell me about the application fee and holding fee. She told me if I get denied I could get my $100 back but If I am approved, I would need to provide my first month’s rent. I had to ask if there was anything I could see like a model. She said she did have a two- bedroom model I could tour. Again, there was a long pause as I waited for her to invite me in for tour. I finally had to ask how I would set that tour up. She asked for my first and last name, phone number, email address. She asked me how I heard about the property, and if I was bringing any pets. She explained the pet policy. She asked if I had any children under the age of 18. She asked me what day would be good. We set an appointment for the following day. She confirmed her name and the call ended.

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.).Yes4/4
  • 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?N/A3/3
  • 21. Did the Leasing Professional control the conversation?No0/4
  •  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.) :

Qwantina did not control the conversation. She provided me with what they had available and highlighted that none of the options had a balcony or patio before my preferences were discussed. She never asked for my apartment nor community preferences. There was no urgency created.

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.No0/3
  • 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? Yes4/4
  • 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: 9/12
    9
    75

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

Qwantina was ready to end the conversation prematurely before even taking my contact information. I had to ask what the next step would be.

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.) :

She did take my phone number and 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?No0/5
  • 4. Did leasing consultant practice social distancing?Yes1/1
  • 5. Was personal protective equipment offered to you as the prospect?N/A0/0
  •  Total: 11/16
    11
    68.75

Comments (Please explain in detail your experience.):

I entered the leasing office. I was greeted by a person sitting at her desk. She did not stand to greet me but only looked up with a smile. I spoke first and said I had an appointment with Qwantina. She asked me if the appointment was for today and I confirmed it was. She didn’t introduce herself but she was friendly. She told me they were celebrating Spirit Week and it was Throwback Thursday today.

Qwantina approached me and asked if I was Sophia. I confirmed. She asked for my phone number and attempted to look me up in the computer but it didn’t seem like she had any information from our phone call. She asked If I wanted a two-bedroom and what my move-in date would be (November 1st). She described two options and explained the difference in each floor plan.

We were both wearing our masks so need to offer me any PPE.

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?N/A1/1
  • 5. Did the Leasing Professional confirm if you have any pets?N/A1/1
  • 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.)?No0/4
  •  Total: 7/12
    7
    58.33

Comments on the Identifying Needs :

Immediately after Qwantina greeted me she asked for my license and said she was taking me to the model. Other than size and move-in date we did not discuss any qualifying questions. She did give me the price and I didn't bulk at it so points given for budget question; however, she never asked if it fit into my budget. She did explain the differences in the floor plans of the two options she had proposed. She never asked me if I had any specific preferences.

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. No0/4
  • 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: 23/36
    23
    63.89

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

Qwantina announced that we were going to the model. I got up and followed her. She led me into the model and told me what the differences would be versus what I would have. She told me what was included in the rent and what I would be responsible for paying.

I asked if there were a lot of break-ins in the parking lot and she said, “no” with no further explanation. I asked if there were a lot of Spanish people in the community. Qwantina shared there were Spanish people as well a lot of “older people” in the community. She said mainly most of them are “in the back”. I wasn’t sure what she meant by that.

I asked if washer and dryers were in every unit and she said they were. She didn’t confirm if I had any pets but she told me about the pet policy and the pet fee. She did not attempt to ask me about my preferences.

We entered back into the leasing office and Qwantina gave me a brochure and showed me what was in it such as the paper application. She did not ask if I would be applying.
She gave me back my license and gave me a friendly farewell. She told me to call back if I had any more questions. She didn’t offer to follow back up with me; Hence, I did not receive a follow-up. The tour ended.

Overall, Qwantina did not ask me any open-ended questions about my apartment search. She focused on showing me the model and telling me what my expense responsibilities were such as water and utilities. She didn't learn anything about what was prompting me to move or what I desired in my new apartment home. The tour lacked engagement.

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/A9/9
  • 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?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.)No0/0
  • 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.):

Qwantina seemed new at her job since she seemed to be going through the motions of what she had to do and she didn't engage in conversation with me about my apartment search. I don't think they had any specials since nothing was discussed. She pointed out the paper application in the folder but never asked me if I was interested in applying.

I didn't pose any objections since I she did not ask me to apply. There was no attempt to close me. Qwantina did not attempt to schedule a follow up phone call. She told me to call them if I had any more questions.

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? Yes0/0
  •  Total: 0/0
    0
    NAN

Comment (This is mandatory that you answer question #3 in the Comment Box).:

I asked if there were a lot of break-ins in the parking lot and she said, “no” with no further explanation. I asked if there were a lot of Spanish people in the community. Qwantina shared there were Spanish people as well a lot of “older people” in the community. She said mainly most of them are “in the back”. I wasn’t sure what she meant by that.

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:

I did not receive a follow up.

Performance Evaluation

Total Phone Score: 70%
On Site Score: 57%
Total Score: 0%

General Questions