Report For Kayela Hellman at Stansbury Manor Apartments and Townhomes

Report For Kayela Hellman at Stansbury Manor Apartments and Townhomes

Current Score
Average Score

Performance Evaluations


  • Was the telephone answered promptly?Yes1/1
  • Did the leasing consultant answer by identifying him/herself and the community?Yes1/1
  • Was their voice pleasant and professional?Yes1/1
  • Did the leasing consultant ask for your name?Yes1/1
  • Did the leasing consultant use your name throughout the conversation?No0/1
  • Did the leasing consultant ask you how you heard about the community?Yes1/1
  • Did the leasing consultant request your phone number?No0/4
  • Did the leasing consultant ask your desired move in date?Yes1/1
  • Did the leasing consultant ask for the number of occupants?No0/1
  • Did the leasing consultant ask If you were looking for any special features or had any specific preferences in mind?No0/1
  • Did the leasing consultant ask if you needed directions to the community?Yes1/1
  • Did the leasing consultant ask what size apartment you were looking for?Yes1/1
  • Did the leasing consultant ask If you had a specific price range?Yes1/1
  • Did the leasing consultant ask If you had any pets? Yes1/1
  • Did the Leasing Consultant describe the apartment features?Yes1/1
  • Did the Leasing Consultant describe the community amenities or local area conveniences?N/A1/1
  • Was a specific apartment described that met your needs?Yes1/1
  • Were the apartment features described before a price was given?N/A1/1
  • Did the Leasing Consultant create a sense of urgency?Yes1/1
  • Did the Leasing Consultant attempt to set an appointment with you?Yes5/5
  • Did the Leasing Consultant leave a positive impression about him/herself and the community?Yes1/1
  • As a result of the conversation were you looking forward to visiting the community?Yes1/1
  •  Total: 22/29

Please describe the Leasing Consultant's telephone presentation including greeting (state the exact greeting), prices, features, amenities, and how they persuaded you to visit the community (Please write the phone narrative from beginning to the end of the conversation): :

Kayela politely answered the phone within a few rings and said "Good Afternoon, Stansbury Manor. Kayela speaking; may I help you?" I stated that I was calling to see if there were any two-bedroom town homes available. She immediately asked when I was looking to move. I said my lease would be ending at the end of the month, so some time soon. She asked for my name (Ayanna), how I heard about the property (Google), if I was familiar with the area (Yes), pets (No), budget ($1,400-1500 max). Kayela let me know that was a great budget because they currently had some good specials. She quoted the price as $1,329 (Market Rent $1,459), and noted that was already a huge savings in itself.

She explained the apartment features. She said it was a really nice wrap around unit, newly renovated, espresso cabinets, new counter tops, microwave, dishwasher, recess lighting, garbage disposal, and it was spacious. Kayela informed that since I would be moving in the beginning of March, they currently had a rental concession which would pay the first month's rent. So only the security deposit ($1,359) would be due to move in, and then the next rental payment wouldn't be due until April.

Kayela asked when I could come in and take a look and I said that I was not too far away and could be there in 15 minutes and Kayela agreed. Before closing, she asked if I needed directions. I declined and said that I would use my navigation. Based on the call, I was looking forward to meeting her at the tour. She asked me if I was familiar with the area and I said that I was so I gave her points for question 16.

Site Observation

  • Was the community easy to locate?Yes0/0
  • Were the community signs quickly visible?Yes0/0
  • Were there enough directional signs to easily find the leasing office?Yes0/0
  • Were the signs in good repair and attractive?Yes0/0
  • Did you find the property trash fee and neat?Yes0/0
  • Was the landscaping attractive?Yes0/0
  • Was there any trash of furniture around the dumpsters?No0/0
  • Was the leasing office neat and inviting?Yes0/0
  • Were refreshments made available?Yes0/0
  • Were building entries clean and free of clutter?Yes0/0
  • Did you notice any siding/trim, etc. which needed painting and repair?No0/0
  • Were laundry rooms neat and clean? N/A0/0
  • Were common areas pool/playground etc. well maintained?N/A0/0
  • Was your overall impression a positive one?Yes0/0
  •  Total: 0/0

Please explain your answers, if necessary, to the questions related to the site observation: :

The property was easily located. There was a visible sign which could be seen from the street. There were also signs and balloons which lead right to the leasing office. The property was well maintained. The parking lot and grounds were both free from trash. The landscaping was neat and I even saw landscapers working on it more during the tour. Upon entering the leasing office, it was very clean, neat and organized. Overall, the model was decorated nicely and welcoming. The water view was beautiful and the property was charming and had unique curb appeal. My first impression of the property was good.


  • Did the Leasing Consultant stand up to greet you with a smile and a handshake OR, if the Leasing Consultant was busy with someone else, did he/she acknowledge your presence and ask you to make yourself comfortable?Yes1/1
  • Was the Leasing Consultant dressed professionally?Yes0/0
  • Did the Leasing Consultant introduce him/herself to you?Yes1/1
  • Did the Leasing Consultant have a partially completed guest card available, fill one out to you, or invite you to fill one out?Yes1/1
  • Did the Leasing Consultant seem genuinely interested in helping you?Yes1/1
  •  Total: 4/4

Please describe how the Leasing Consultant interacted with you when you first arrived on-site? :

Upon entering the office, a well-dressed leasing agent stood and greeted me with a smile right away. I said that I had spoken to someone named Kayela earlier in the week about a 2 BR. She asked for my name and then introduced herself as Kayela. I could tell that she remembered our call. Next, she immediately began to to ask the qualifying questions.


  • Did the Leasing Consultant ask or confirm how you heard about the community?Yes1/1
  • Did the Leasing Consultant ask or confirm your move-in date?Yes1/1
  • Did the Leasing Consultant ask or confirm number of occupants?Yes1/1
  • Did the Leasing Consultant ask or confirm special or specific features?Yes1/1
  • Did the Leasing Consultant ask or confirm your phone number?Yes1/1
  • Did the Leasing Consultant ask or confirm the size apartment you needed?Yes1/1
  • Did the Leasing Consultant ask or confirm your current address?N/A1/1
  • Did the Leasing Consultant ask or confirm why you are moving? No0/1
  •  Total: 7/8

Please describe the process used by the Leasing Consultant to uncover your needs by qualifying during the on-site presentation::

Kayela began to fill in a guest card on the computer and confirmed my move in date (Beginning of March). I had initially stopped in the office on Sunday, 2/23 which was the date of our initial call. But Kayela wasn't available; So, I did not complete the shop at that time. However, Sherry must have started a guest card and Kayela apparently could see that in the system. I let her know Sherry and I hadn't gotten far along because I had to leave unexpectedly for work and decided to just come back when I had more time. Kayela asked my price range ($1,300-$1,400 max) and my must haves (space, walk in closet) Before I could even mention it, Kayla said that she did have a few units coming available in March with washer and dryer inside the unit and fully renovated for $1,380, which she noted was in my price range. She also let me know that it might go on special and/or have a concession which meant free rent. That unit would be available mid-March. She said the units she had available now were not as updated as that one for mid-March. We were interrupted by a guest and Kayela handled it with the utmost patience and professionalism. She then picked up where she left off and said that she also had a 2 BR (806D) available now off the waterfront with a semi renovated kitchen that we could tour that day so I could get a feel for the layout. She asked if I preferred the first or second level and I said definitely the top floor because I did not like kids over my head. She handled the objection well and said that she had never gotten any complaints about noise and also let me know that the buildings only two levels and also were older and made with good plaster walls.

Kayela asked for my ID and then we began to walk to the unit.


  • Did you see a MODEL or a VACANT?Yes0/0
  • Was a convenient route taken to the vacant/model apartment? Yes1/1
  • Did the Leasing Consultant attempt to find out more about you while you walked to the vacant/model, during the presentation, or while reviewing floor plans?Yes3/3
  • Did the Leasing Consultant speak of the benefits concerning the Management Company?No0/2
  • Did the Leasing Consultant mention maintenance and their quick response?No0/2
  • Did he/she discuss or point out the amenities and facilities on the property or any area conveniences?Yes2/2
  • Were benefits or features in the apartment pointed out or discussed with you?Yes2/2
  • Was the presentation personalized by talking about your furniture/belongings and how they would fit in the apartment?Yes2/2
  • Did the Leasing Consultant spend enough time with you throughout the demonstration?Yes2/2
  • Were your objections overcome?Yes2/2
  • Was the vacant/model comfortable (lighting, temperature, clean)?Yes2/2
  •  Total: 16/20

Onsite Narrative (Please provide a detailed narrative of your visit and be specific. This is mandatory.):

Kayela asked for my ID and then we began to walk to the unit. As we walked, she let me know one of the best features of the property was the water view. She said that Stansbury Manor was known as the "gem" of Wilson Point.

As we walked, Kayela asked if I had pets and I said I did not, but she still let me know that the property was very pet friendly in the event that I changed my mind. In addition to the water view, Kayela mentioned other property features like nearby Wilson Point Park, decks, kayaking, fishing and even swimming in the small private beach area, if I desired.

We walked into the 2nd level unit where Kayela called out many features like entry way stairs, water view, counter tops, honey cabinets, black appliances, dishwasher, microwave, bedrooms, spacious closets, bathroom, floors. As we walked, she also explained the difference between the semi renovated we were touring versus the upcoming renovated units. She said a fully renovated 2 BR unit would be available at the end of March featuring a water view, breakfast bar, wood panel flooring, washer and dryer, and deck. She made it clear that I had plenty options to have a fully renovated unit and still come under my budget.

As we walked back to the office, she encouraged questions, so I took the opportunity to ask about parking. Kayela assured me there was ample parking and pointed out several parking areas as we walked. I told her I really was interested in a washer and dryer in unit. She said told me the newly renovated units with the washer and dryers are going fast. She did also mentioned the laundry room is next to the leasing office.

She gave me some marketing literature, including floor plans and pricing and application. She gave me Jen's business card and said that she would most likely be the one reaching back out to me. She advised me to start the process because the newly upcoming water view properties would rent very quickly. As I left, we engaged in some small girl talk and Kayela again encouraged me to reach out with any questions.


  • Did the Leasing Consultant invite you back to the office?Yes1/1
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process?Yes10/10
  • Did the Leasing Consultant confirm your move in date?Yes2/2
  • Did the Leasing Consultant mention any specials or incentives that were currently being offered?Yes3/3
  • Did the Leasing Consultant create a sense of urgency?Yes2/2
  • Did the Leasing Consultant ask you why you were not interested in renting today? Yes2/2
  • If you stated that you had other places to see, were you asked where else you wanted to look before making a decision?No0/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?N/A1/1
  • Were you given a brochure?Yes1/1
  • Were you give an application? Yes1/1
  • Did you feel that the leasing consultant was giving the sale his/her best effort?Yes2/2
  • Did the Leasing Consultant attempt to overcome your objections in regards to why you are not ready to lease today and close again?Yes4/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?Yes5/5
  •  Total: 34/35

Please briefly describe the Leasing Consultant's closing skills and techniques used ( This is a mandatory field. Be as specific as possible).:

We walked back to the leasing office and Kayela gave me an application and some marketing literature. She explained what the folder would contain and also wrote the prices on the floor plan for the model we toured as well as the updated units becoming available that we didn't see. During the entire presentation, Kayela had already confirmed the move in date and went over all possible specials, so it wasn't necessary again during the closing. She made it clear that the renovated units would rent quickly and encouraged me to start the application process. I told her I was very interested but I had other places to see. She didn't ask me where I was looking.

Based on her kindness and sincerity, and her knowledgeable and thorough presentation, I would not have hesitated to rent with Stansbury Manor! Kayela clearly enjoys her job which is evident through her presentations. She is truly an awesome representation of Maryland Management Company.

Fair Housing/ Crime Supplement

  • Did the Leasing Consultant respond properly when you asked "What type of security do you have?" or "Is it safe here?"Yes0/0
  • Did the Leasing Consultant respond properly when you asked "What type of people live here?" Yes0/0
  • Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?No0/0
  •  Total: 0/0

Explain the Leasing Consultant's response to "What type of security do you have?" or "Is it safe here?" and "What type of people live here?" :

Through her conversation, Kayela made it clear that the community was diverse. In addition, she did not make any statements and/or gestures that could be perceived as discriminatory.

Follow-Up within 48 hours

  • Did the Leasing Professional follow up within 48 hours of your visit? Yes5/5
  •  Total: 5/5

Please explain what day and time your received a follow up. Did the Leasing Professional follow-up by email or phone call?:

I did receive a follow up phone call; but it was not from Kayela. It was fine because she had let me know beforehand that another leasing agent would likely be the one to reach out.

Performance Evaluation

Total Phone Score: 76%
On Site Score: 92%
Total Score: 0%

General Questions