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Report For Joelle Gbada at Crestleigh Apartments

Report For Joelle Gbada at Crestleigh Apartments

0%
Current Score
97.01%
Average Score
  • 97%
    10-26-2020
  • 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)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.)Yes3/3
  • 8. Did the Leasing Professional ask how you knew about the community?Yes3/3
  •  Total: 28/28
    28
    100

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?:

Joelle answered immediately and identified both herself and the community. She asked for my name, phone number, and email quickly in case we lost connection. I wondered if they had been having problems with the phone connection? As it happened, Joelle and I were well into the conversation and to the point where she was inviting me out for a tour when we were cut off, Joelle immediately called me back. So unfortunately, I was unable to record the very last part of the conversation which was only her inviting me to come tour the apartment at 12:00 noon today.

Joelle was very warm and inviting. She asked how I heard about the community and I told her apartments.com. Her friendliness made me want to go out to Crestleigh and take a look at the apartment.

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)?Yes3/3
  • 15. Did the Leasing Professional ask your reason for moving?Yes3/3
  •  Total: 21/21
    21
    100

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

Joelle asked all of the discovery questions. She determined I needed a two-bedroom apartment for my husband and me. It would be preferable if we could move the end of October and she was excited to tell me that she did have a two-bedroom apartment on the third floor ready to move in immediately at $1,695 which included everything except water and had a washer and dryer in the unit. This suited my budget nicely and having the washer and dryer in the apartment was a real plus.

Joelle asked if I wanted to come and look at the apartment today, which fit my schedule perfectly. Joelle asked for my contact information. She asked if I was bringing any pets with me. I don't have a pet at this time, but want to get one I told her. At this point, a dial tone came on although we could still hear each other. Joelle was telling me about the pet policy as we were cut off. She called me back immediately, but unfortunately this part of the conversation was not recorded. Before we were cut off again, we quickly decided that I could come tour the apartment at noon the same day. Joelle did not ask my reason for moving at this time, but she did ask this question as we toured the apartment so points given.

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.).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?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: 18/22
    18
    81.82

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

Joelle led the conversation nicely and created a sense of urgency because they had one two-bedroom apartment available for rent right now that could accommodate my desire to move by the end of October, which is this week. She asked if I could come in today to see the apartment, which I did. Since she offered an in-person tour, she did not offer a virtual tour. We didn't discuss anything about community benefits.

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? 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.) Yes5/5
  •  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.) :

Joelle sent me an email before I even arrived in the community to tour the apartment. She wanted to make sure I had everything I needed to fill out an application quickly if I liked the apartment.

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.) :

Joelle asked for both my telephone number and email address so she could get in touch with me quickly should we get disconnected from our phone call, which did happen! She called me back immediately.

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.):

Joelle was ready for my visit based on the information we talked about on the phone earlier. She made a great first impression with her very friendly and welcoming nature. She practiced social distancing and wore a mask during the entire time we were together. She apologized for not being able to shake my hand.

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?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 :

As I entered the leasing office, Joelle invited me to sit at her desk where we reviewed our phone conversation such as size of apartment, move-in date, budget, my husband and I as the occupants. Joelle asked if I had any special preferences and I said I did not want to be on the first floor. The apartment she showed me was on the top floor and she confirmed that this location would be okay. We talked about pets and although I don't have one at this time, I wanted to get one I explained. Joelle went over the pet policy. She talked about using their bundle and if I did that, it would cover my security deposit and the pet fee. Joelle did ask for my ID before we left to tour the apartment. As we left to tour the actual apartment, Joelle took me to look at the amenities first. This included the fitness center, pool room, outdoor swimming pool and community room.

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.):

Joelle walked me through the vacant apartment at an even pace. She let me take my time to look around. She was enthusiastic when she talked about the different features of the apartment, such as the washer and dryer that were located in the kitchen. The apartment was certainly clean and ready to move into. Joelle was knowledgeable about the apartments and the community itself. She pointed out things in the apartment, such closet space and the washer and dryer, because she knew these things are important to me. She took me out on the balcony and showed me the view in the background. We talked in a conversational manner and she got to know me and what I truly needed in a home. Joelle was a delight to interact with.

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.):

Joelle was extraordinarily memorable because of her outstanding personality. She told me about the apartments and community in a very nice conversational way. She talked about current specials. This had us chatting in a very friendly way and she was able to learn a lot about me and my needs in renting a new apartment. Joelle pushed me to fill out an application today more than once so that I would not lose out on the apartment she showed me. I wanted to actually rent an apartment today just so I could continue interacting with Joelle. I liked her very much indeed. She was a very good salesperson. She did not attempt to schedule a follow up call, but instead asked me to contact her if I had any 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 mentioned that I was worried about the neighbors. I told Joelle that where I lived currently, new people moved in and they were young kids that partied and drank all the time and made a lot of noise and made it miserable living next to them. I tried to get her to tell me about my new neighbors, but she could not. Instead she said they rented to anyone who qualified for an apartment. But they took it very seriously if neighbors were loud and obnoxious and this behavior would be taken care of immediately.

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:

Dear Lynn,

It was a pleasure meeting with you today!

I hope you enjoyed your tour and that I was able to answer all your questions about Crestleigh Apartments and the surrounding area.
Our apartment homes rent very quickly. You may apply online by visiting our website and feel better knowing that your search is over.

We look forward to hearing from you.

Sincerely,

Joelle Gbada
Crestleigh Apartments


Dear Lynn,

Thank you for your interest in Crestleigh Apartments! Our community features apartment homes with most utilities included, kitchens with upgraded countertops and premium appliances, washers and dryers, as well as amenities including a community center with billiards and party room, fitness center, and refreshing swimming pool. To see more details about our community, please check our video tour at crestleighapts.com!

I would like to extend an invitation to you to come tour our community so I may answer any questions you have regarding our apartment homes and the surrounding area. We are sure you will want to apply for a home when you visit us, so below is a list of items you should bring with you so that we can get you approved as quickly as possible! You may also click here to see our current availability and floor plan options, as well as apply online on our website at crestleighapts.com.

We recommend having the below handy to expedite the application process:

1. Three most-recent paystubs (if you are newly employed, a copy of your offer letter on company letterhead.)

2. $25 application fee in the form of a check or money order.

3. Your social security card.

4. $100 reservation deposit to hold the apartment of your choice.

5. US Government-issued Photo ID (driver’s license, passport, military ID)

Please contact me so we can set up a time for you to come in and see the many advantages to living at Crestleigh Apartments. We are open 7 days a week, Monday-Friday 9am- 6pm, Saturday 10am-5pm and Sunday 10am-5pm.

For driving directions to your new home, please click here.

I look forward to hearing from you!

Sincerely,



Joelle Gbada

Crestleigh Apartments

9556 Muirkirk Rd.

Laurel, MD 20708

301-490-6222

Performance Evaluation

Total Phone Score: 96%
On Site Score: 98%
Total Score: 0%

General Questions