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Report For Kelynger A Smith at Horizon Square

Report For Kelynger A Smith at Horizon Square

0%
Current Score
91.04%
Average Score
  • 91%
    10-26-2020
    • 25%50%75%100%

Shop Description

THE PHONE CALL MUST BE RECORDED USING THE FOLLOWING PROCESS: The Shopper will Dial access number: (201) 215-6812 and enter the PIN: 403868673. Then wait for the dial tone. The Shopper will manually dial the phone number listed under the "Details" of this shop. You will use the following format: AREA CODE + PHONE NUMBER (ex: 2013993020). Your call will connect and be recorded. You will be calling the leasing agent's cell phone. The leasing agent answers with the name of the property management company not the community because they represent more than one community.

The Onsite Visit must be recorded using the Free SMART RECORDER Phone App. Please download this to your phone.

Please review the price points on the company's website at https://www.ross-companies.com

Office Hours: Monday to Friday, 8 AM to 5 PM; Saturday 10 AM to 5 PM; Sunday 12 PM to 4 PM

DUE TO COVID-19 YOU MUST MAKE AN APPOINTMENT AND ADHERE TO THE CDC GUIDELINES OUTLINED ON YOUR SHOPPER DASHBOARD UNDER DOWNLOADS.

PLEASE READ THE NEW CLIENT REQUIREMENTS ON YOUR SHOPPER DASHBOARD. These jobs are IMMEDIATE ASSIGNMENTS. If the job is unassigned to your Shopper Dashboard before the Shop Date you selected then you will be informed in an email or text.

The company that manages this property utilizes a special database to track information on all callers/guests. As a result, if you have called or visited another property managed by this company in the past (whether for a shop or as an actual prospect), your contact information will be saved in their system. When the leasing professional attempts to enter your information during the telephone call OR onsite visit, they will be notified of WHICH other properties you have visited and WHEN. This can be an immediate red flag that you are a shopper!

To preserve your identity as a shopper, MAMS requires that you alter your contact information as follows for this shop: Nickname or variation of your name - (Ex: Tina = Christina, Chrissy, Chris, etc.). You can make up a middle name and say you go by it, or you can use a different last name if you can say you were married/divorced.

If you have visited this property in the past at any time please do not go back to the same property.

Performance Evaluations

Information

  • Agent: Kelynger A Smith
  • JOB#: 3094_1023202720
  • Shopper Name: Teri Murphy
  • Property Name: Horizon Square
  • Address: 3563 Laurel Fort Meade Rd, Maryland City, MD, USA
  • Shop Date: 10-26-2020

General Questions

  • Date of Phone Call: 10/26/2020
  • Time of Phone Call: 9:48 AM
  • Length of Phone Call: 6:09 minutes
  • Date of Onsite Tour Visit: 10/26/2020
  • Time of Onsite Tour Visit: 11:15 AM
  • Length of Onsite Tour Visit: 20 minutes
  • SHOPPER INFORMATION :
  • Shopper Name Given : Terry Murray
  • Shopper's phone number given: 301-599-5552
  • Shopper's email address given: Did not ask for email
  • How you heard about the property: Internet/apartments.com
  • Apartment size needed: 2 Bedroom
  • Date home needed: End of October
  • Pets: Not at this time
  • Number of occupants: Two
  • Reason for moving: Current lease is up
  • Special preferences or needs: Gas Stove
  • Where you shown a model and/or a vacant?: Yes
  • A NOTE ABOUT OUR SCORING SYSTEM:
  • OUTSTANDING : 95% TO 100%
  • ABOVE AVERAGE: 88% TO 94.9%
  • AVERAGE: 78% TO 87.9%
  • BELOW AVERAGE: 77.9% OR BELOW
  • EXECUTIVE SUMMARY:
  • Leasing Professional's overall attitude and impression: Kelly was professional and very personable. She made me feel comfortable on the phone and very welcomed as I entered the leasing office.
  • Leasing Professional's strongest points: Kelly's friendly disposition and her knowledge of the apartments were her strongest points.
  • Leasing Professional's weakest points: Over the phone, Kelly focused on describing the available apartments and she omitted to ask me what specific apartment and/or community preferences I was seeking. She did ask for my name later in the phone conversation but she only used it once in conversation.
  • Overall Comments: Kelly made my visit a very pleasant experience. I would have rented from her.

Uploaded Materials

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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?:

Kelly answered the phone promptly and identified both herself and the community. I had no problems getting in touch with Kelly she answered on my first call. She asked for my name and conveyed a very nice and inviting attitude. She asked how I found the community and I said on the Internet, most likely apartments.com.

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?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?Yes3/3
  •  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.) :

Kelly quickly determined I needed a two-bedroom apartment in November. She would have something in the first week of November. This would be her largest floor plan at a price of $1,755 with gas and electric included she explained. I would only pay for water and that is a flat fee of $35 each month. This fit nicely into my budget. Kelly mentioned that they are removing $50 off of the monthly price if I could move in by the end of November. I told Kelly this was ideal. She had a two-bedroom/two-bath that would be available on the third floor facing the pool area and the price would drop from $1,710 to $1,660 plus the $35 for water which puts the apartment at $1,695. I would just submit an application, sign a lease and take possession by the end of the month. Kelly suggested going to the website to take a virtual tour of the two-bedroom. but she could also schedule a time when I could come out and see the apartment in person.

Kelly did not really ask if I had any special preferences during the initial phone call. Nor did she ask my reason for moving or ask if I had any pets. I told her my husband and I would be the occupants.

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?Yes3/3
  • 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.) :

Kelly explained that all of the apartments were pretty much alike. The only difference was in the size of the kitchen. The two-bedrooms/two-baths had either a small kitchen, a medium kitchen, or a large kitchen. The one that is currently available is the medium size kitchen. This is one of the popular ones because it is longer and has a window with more cabinet space, more counter top space, black appliances, gas stove and dish washer. Kelly gave a very nice description of the apartment and painted a nice picture over the phone. She did not really talk about community amenities, but did mention the apartment I was interested in overlooked the pool. She did lead the conversation nicely, and she was very confident. She mentioned a virtual tour, but also said I could come see the apartment in person which we agreed on a day and time.

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.) 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.) :

Kelly scheduled an onsite tour for the next day. She also told me how to go online to see the virtual tour to prepare myself for the visit. She did not follow up with an email because she never asked for an email address.

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.) :

Kelly asked for my phone number, but not my email.

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.):

Kelly was very professional and friendly. She greeted me right away as I walked in the door and made a very positive impression. She was fully prepared for my visit. She practiced social distancing, but did not offer protective equipment, but then again, I was already wearing a mask as was she.

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 :

Kelly asked all the right questions. We went over that I wanted the two-bedroom/two bath apartment and could move in by the end of October with my husband. She asked if we had any pets and although I don't have one now, I wanted to get one. She went over the pet policy. She talked about the apartment we were going to see and asked if I had any special needs. I said I just did not want to be on the ground floor. That was no problem because this one was on the third floor. When talking about the apartment, Kelly talked about the features in a descriptive way.

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.):

Kelly walked me through a vacant apartment at a steady pace. She did not rush me through. We had a nice conversation while touring where she learned a little bit more about me and my needs in the apartment. She sold me on the apartment in a conversational way, she did not appear to be rehearsed or scripted in her presentation. She painted a nice picture of the apartment itself and the features, such as a lot of closet and storage space and a nice sized kitchen. The apartment was certainly clean and ready to move into. As we walked around the community, she talked about the amenities such as the pool, playground, benches throughout the courtyard and the outdoor grills. I was worried about security and parking and Kelly pointed out how the buildings were nicely lit at night. She was certainly knowledgeable about the apartments and community.

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?N/A0/4
  • 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?N/A2/2
  •  Total: 23/27
    23
    85.19

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.):

Kelly was memorable because she was very friendly, professional and seemed very knowledgeable about the apartments and community. She was very pleasant to work with. She created a strong urgency because she only had one 2-bedroom available and the apartments rent quickly in this community. She urged me to apply online today so that I did not miss out on the beautiful apartment but she didn't ask me if I would apply; Therefore, she did not hear what my objection would be. She attempted to close this way more than once. She did not attempt to schedule a follow up phone call but she did call me the next day.

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).:

Kelly did nothing to discourage me from leasing an apartment. I asked about the neighbors, fearing renting an apartment near someone that would be loud and partying all the time. Kelly assured me that although she rents to everyone who qualifies, she takes complaints seriously. She encouraged me to let her or someone in the office know if I encountered a neighbor who was doing something against the rules, such as being loud and throwing parties.

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:

Kelly called me the next day to thank me for my visit and see if there was anything else she could do for me. I liked Kelly a lot.

Performance Evaluation

Total Phone Score: 86%
On Site Score: 96%
Total Score: 0%

General Questions