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Report For Tassia Johnson at Crescent Pointe

Report For Tassia Johnson at Crescent Pointe

0%
Current Score
75.12%
Average Score
  • 75%
    12-16-2020
  • 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?N/A3/3
  • 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?No0/3
  •  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?:

The first call to The Crescent Pointe Community was on 12/16/2020 at 8:50 am. Tassia answered after the first ring. She introduced the name of the company but she did not state her name. I told her I was inquiring about an apartment. She asked me when I needed to move and I told her January. She told me she could help me but she wasn’t in the office quite yet and if she could call me at 9:30 am once she arrived and settled in. She did ask me for my name and phone number. I asked her if I could call her back since I was at work and she agreed. I had to ask for her name and how she spelled it. She gave me her name and told me she was the property manager. She quickly invited me in for a tour that morning. I said 10:30 am would work for an onsite tour but I said I would give her a call back at 9:30 am. I explained I wanted to make sure she had availability before I came to the see the community.

I phoned Tassia at 9:30 am. The voicemail message is long and after 1:30 minutes, Tassia answered the phone after the 2nd ring. She stated the name of the community but not her name this 2nd time. I had her name since I had already spoke to her and so I asked for her to confirm who I was speaking with. I asked for Tassia and I reminded her we had just spoke on the phone. She seemed a little confused at the beginning of the call as if she forgot our previous conversation just shortly ago. As the call progressed she seemed more focused. I told her I wanted to confirm they had availability before I came there at 10:30 am. She told me all they had was one- bedrooms/one baths available right now and she would take me to see those choices. She gave me directions to the leasing office. She reminded me to bring a state issued ID and wear my mask.

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?No0/3
  • 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: 6/21
    6
    28.57

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

Tassia seemed preoccupied as we were speaking on the 2nd call as she was in her office. I didn't feel she was fully focused on our conversation. She was mainly focused on getting me to the property.

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?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?No0/4
  •  Total: 5/22
    5
    22.73

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

Our 1st call was brief and I had gotten Tassia before she opened her office. I called back at her request at 9:30 am and it seemed as though she didn't remember speaking with me earlier. The phone call was brief and she was only concerned about getting me to the property to take a tour. She made no attempt to ask me qualifying questions over the phone or sell me on the benefits of the property. I didn't feel she controlled 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? 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.) :

The onsite tour was set that same morning as the call so there was not need to follow up with me in an email before I came for 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.) :

Tassia did take my phone number nor 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.):

There was a small sign to the leasing office and it was clearly marked from the street for as small as it was. I entered the office and Tassia was on the phone. She looked up with a friendly smile and acknowledged my presence. The call sounded to be with a resident. She assured the resident they would take care of whatever situation was being discussed. She hung up and she had asked Miguel, the maintenance person, to check in on the resident in 28F. She had apologized to me for the short wait.

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.)?N/A4/4
  •  Total: 12/12
    12
    100

Comments on the Identifying Needs :

After the initial greeting, Tassia began taking me on the tour. We did not sit and review the qualifying questions in her office yet we covered them as we walked along the tour. Tassia did not ask me over the phone nor in person what special features I was seeking in my new home so she would have not been able to address them directly as we toured; However, she did show me a renovated apartment during the onsite tour which was my preference so points given for question #7.

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?N/A3/3
  • 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.):

We began the tour from the leasing office. Tassia re-introduced herself as the property manager. She said she managed the office by herself. She began the tour explaining the difference between the Lawrence and Crescent Pointe. She showed me the trash room that is in each building. She highlighted that they use a peppermint scent to mask the smell of trash and she told me what days are trash pick-up. She showed me the additional storage that was first come, first serve and that I only need to get myself a lock if a unit is available. She said mail packages are delivered to the resident's door step unless you request otherwise. She showed me the washer and dryer in the laundry room. There was only one set amongst six units and I was concerned that would be a problem yet Tassia emphatically said it was no problem.

As we walked to the model, Tassia pointed out the local shopping areas and the street parking. She told me the apartments had A/C window units and radiators. She mentioned the two buildings were owned by Pinacle Property Management. She told me how the often the common areas were cleaned and who the cable providers would be. She mentioned how well landscaped they keep everything.

We walked into the model and there was a vendor doing a lead test so we had to wait a minute then he left. She led me through each area of the model and she pointed out all the features that come standard with each of the vacants. She offered furniture suggestions of where things would fit. She said they are adding fans to the bathrooms in all the units. Tassia explained what was included in the rent and what was not. She pointed out the view. We were touring an end unit model. I asked if the model was available and she said “it could be”. She would have rented me the model if I wanted it. The model showed very well. It was clean and decorated in a very simple manner. Tassia made so many positive suggestions to brighten the feel of the apartment, it made me feel at home. I asked how many total units were at Crescent Pointe and she told me 48. I asked how many one-bedrooms were available and she said three available currently.

Tassia reminded me that if I had any issues with something not working, I could contact the office and maintenance would fix it immediately.

She took me to a vacant. The vacant wasn’t turned yet (as she mentioned) but there was already new carpet installed and a beautiful granite countertop. She was proud that they could offer updated amenities to make it feel at home.

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?N/A0/0
  • 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.):

As we walked back to the office, Tassia pointed out more of the surrounding area attractions which were walkable. She shared she was from Chesapeake Beach and the area reminded her of where she grew up.

We entered the leasing office and Tassia asked if I would be applying that day. She even offered for me to apply in their office as I was there. She told me what paperwork I needed to apply and how the entire process worked with the application fee, security deposit, and all else included. She gave me a handout that appeared to have been copied over many times but legible. It contained the application qualifications and the price of the apartment along with additional expenses I would need to pay.

Tassia was very thorough throughout the entire tour. She seemed very proud of the community as it showed in her demonstration. It wasn't until the end that she asked me for my contact information. She confirmed my phone number but not email address; Although, we discussed that I had sent a guest card so she should have had my email.

Tassia thanked me for coming in and the call ended.

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).:

Tassia did nothing to discourage me from leasing that day.

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:

Unfortunately, Tassia did not follow up with a phone call nor an email. The demonstration went so well but I never received a follow up.

Performance Evaluation

Total Phone Score: 62%
On Site Score: 88%
Total Score: 0%

General Questions