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Report For Adelle Bowers (Hardaway) at Butler Ridge

Report For Adelle Bowers (Hardaway) at Butler Ridge

0%
Current Score
76.42%
Average Score
  • 66%
    2-7-2019
  • 64%
    05-14-2019
  • 97%
    08-01-2019
  • 79%
    09-14-2020
    • 25%50%75%100%

Shop Description

THIS IS A VIDEO SHOP. YOU MUST DOWNLOAD THE VIDEO RECORDER APP TO YOUR PHONE. IT IS FREE. Please read the instructions under "Downloads" on your Shopper Dashboard.

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.

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

Office Hours: M - F: 9:00 am - 5:00 pm, S - Su: Closed.

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: Adelle Bowers (Hardaway)
  • JOB#: 5075_0420204156
  • Shopper Name: Abimbola Otugalu
  • Property Name: Butler Ridge
  • Address: 215 Caraway Road, Reisterstown, MD 21136, USA
  • Shop Date: 09-14-2020

General Questions

  • Date of Phone Call: 9/14/2020
  • Time of Phone Call: 11:42 AM
  • Length of Phone Call: 4:44 minutes
  • Date of Onsite Visit: 9/14/2020
  • Time of Onsite Visit: 3:00 PM
  • Length of Onsite Visit: 23:56 minutes
  • Date Home Needed: Mid October
  • Home Size Needed: Two bedroom
  • Name of Phone Shopper: Tasha Otugalu
  • Name of Onsite Shopper: Tasha Otugalu
  • Special Features Requested: Washer/dryer, walk-in closet, carpet and dishwasher
  • Special Instructions for the Onsite Qualifying Questions : If any of the qualifying questions were asked for the first time onsite and were NOT address during your phone call, OR if the questions were addressed during the phone call and reviewed onsite please answer YES.  Answer no if the questions were asked over the phone but not onsite or if you were never asked the questions at all. 
  • Special instructions for Onsite Discovery Questions : If any of the Discovery questions were asked for the first time onsite and were NOT address during your phone call, OR if the questions were addressed during the phone call and reviewed onsite please answer YES. Answer no if the questions were asked over the phone but not onsite or if you were never asked the questions at all.
  • 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: Adelle was professional and upbeat. She seemed to know the community well and liked the area.
  • Leasing Professional's strongest points: She was knowledgeable and friendly. She communicated well and she was easy to talk to. She genuinely liked the community. Adelle was thorough with her demonstration and explaining the leasing process.
  • Leasing Professional's weakest points: Adelle addressed me as “sweetie” over the phone which was less than professional in a business setting. She should have gotten my name at the very beginning and used it throughout. She didn’t learn much about me over the phone and therefore I didn’t feel she was as prepared for my visit. I had to remind her once I arrived that we had spoken over the phone. She didn’t take time when I arrived at the leasing office to review my needs. The other person in the office had to remind her to take my ID until we returned from the tour.
  • Overall Comments: Adelle knew the property/community pretty well. She came off as friendly and professional. The apartment we visited was clean but still being worked on due to it being leased out. It still gave me good idea of what to expect about my new home. The community was well kept and grounds were well maintained. The amenities were nice as well.

Uploaded Materials

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Telephone Greeting

  • Was the greeting friendly and professional?Yes5/5
  • Was the phone call initiated with the name of the property?Yes5/5
  • Did the leasing consultant introduce themselves by name?Yes5/5
  • Did the leasing consultant ask you for your name?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

The phone was answered on the second ring by a female who stated "Good Morning Thank you for calling Butler Ridge this is Adele." Her tone was upbeat and friendly. She clearly mentioned her name and the property. She asked for my name later in the conversation.

Telephone Qualifying

  • Did the leasing consultant identify the apartment size needed?N/A3/3
  • Did the leasing consultant identify the date of need?Yes3/3
  • Did the leasing consultant ask the number of occupants?No0/2
  • Did the leasing consultant qualify for pets?No0/2
  • Did the leasing consultant identify your reason for moving?No0/1
  • Did the leasing consultant ask how you heard of the property?Yes2/2
  •  Total: 8/13
    8
    61.54

Comment (You must provide a brief summary under each category. This section is mandatory.):

In a conversational manner, Adele gathered the move-in date but not the number of occupants or pets. She did not ask me the reason for my move. I mentioned the size apartment I was seeking at the beginning of the conversation. She asked the move-in date in the beginning of the the conversation and the other information after providing her availability.

Telephone Discovery

  • Did the leasing consultant ask if it would be okay if they asked you a few more questions to help find you the best home?N/A5/5
  • Did the leasing consultant ask you what features are most important to you in your apartment home?Yes5/5
  • Did the leasing consultant ask what features/amenities are important to you in your community?No0/5
  • Did the leasing consultant ask if you had looked at the community online?No0/5
  • If you were asked whether you had looked at the community online, did they ask if there were specific floor plans and features/amenities that interested you?N/A5/5
  • Did the leasing consultant ask if you had a preference in location (for example: floor level, view, sunlight, etc.) for your apartment home?Yes5/5
  • Did the leasing consultant ask what interests you about the local area?No0/5
  • Did the leasing consultant ask you "what else" or encourage you to expand on any of your answers?Yes5/5
  •  Total: 25/40
    25
    62.5

Phone Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

The call was answered after the second ring. The consultant clearly identified herself and the community when she answered. I told her I wanted information about the community and she responded, “sure”. There was a brief pause and I told her I was looking for a two-bedroom. She then responded wanting to know my move-in date. I told her by mid-October. There was long pause before she returned and told me what she had available. The pause was awkward since she didn’t inform me what was happening. I finally gathered she was reviewing the availability. I felt this first impression was not as professional as it could have been. Adelle seemed almost too laid back when the phone was first answered.

She informed me she only had one two-bedroom apartment around my time frame with a pending application. She invited me in for a tour of the community. She then proceeded to get more information such as my name, phone number, email address, and preferences within the apartment. She called me “sweetie” which is more a term of affection and it felt inappropriate for this type of setting.

We discussed my preferences for a bit. We talked about closet space and location of washer/dryer in the building as well as in some apartments. She then quoted me a price of $1,115 for the next available unit. She asked what time would I like to come in and we decided on that same day at 3:00 PM.

She then confirmed the time and informed me about wearing a mask and how they were practicing social distancing. She explained it was a self-guided tour and she would be around keeping a distance. I confirmed her name and we ended the call.

Overall, Adelle didn't ask permission to ask me more questions but the conversation flowed right into some questions so it seemed natural. We didn't discuss any community amenities nor did she ask what I preferred.

Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.Yes5/5
  • If the price was quoted, were you asked, "How does that fit with what you were looking to pay? Is it a similar price?" If the price was not mentioned, please answer NA. Yes2/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.Yes3/3
  •  Total: 10/10
    10
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Adelle gave me the price after we discussed what I needed. She mentioned that gas heat, trash, and hot water were included as well as parking.

Telephone Invitation and Directions

  • Were you invited to visit the property?Yes5/5
  • Were you asked for a convenient time for an appointment?Yes5/5
  • Were you asked if you were familiar with the location?No0/2
  • Were you offered directions or information to help you find the community? Answer NA if you told the leasing consultant that you were familiar with the location.No0/2
  •  Total: 10/14
    10
    71.43

Comment (You must provide a brief summary under each category. This section is mandatory.):

Adelle invited me to visit the property although there might not be any availability for my move-in date. We agreed on an appointment time. She didn't ask if I was familiar with the area or if I needed directions.

Telephone Closing Comments

  • Was your appointment time repeated back to you?Yes4/4
  • Were you asked for your phone number AND email address?Yes4/4
  • Were you thanked for calling and given a friendly "good-bye"?Yes2/2
  •  Total: 10/10
    10
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Adelle asked for my phone number and email address. My appointment time was repeated back at the end of the call and she also gave a friendly goodbye and thank you.

Telephone Professionalism

  • Was a sense of rapport created?No0/2
  • Did the leasing consultant control the conversation with finesse?Yes2/2
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant use your name during the call?No0/2
  • Were all of your questions answered to your satisfaction?Yes2/2
  •  Total: 6/10
    6
    60

Comment (You must provide a brief summary under each category. This section is mandatory.):

Adelle was very laid back. At the beginning of our phone conversation there were long unexplained pauses as she looked at her availability. Mid-way through the call, she called me “sweetie” which is more a term of affection and it felt inappropriate for this type of setting. It would have been more appropriate to use my name but she did not use my name during the call. She controlled the conversation for the most part. She asked questions and she provided answers to my needs. I didn't feel any sense of urgency since she did not have much available. She did not recommend/suggest another community in her portfolio.

Celebrating the Arrival

  • Did the leasing consultant immediately smile and stand to greet you in a friendly manner? If the leasing consultant was already standing, or busy assisting someone at the desk (in person or on the phone), please answer yes. No0/5
  • Did the leasing consultant introduce themselves to you and ask your name?No0/5
  • Did the leasing consultant demonstrate an eagerness to help you?Yes5/5
  • Did the leasing consultant ask permission to review your needs?Yes5/5
  •  Total: 10/20
    10
    50

Comment (You must provide a brief summary under each category. This section is mandatory.):

Adelle welcomed me into the office but she did not stand up. She asked for my name but she did not introduce herself. I provided it to her and let her know I had an appointment. It jogged her memory and we began to review the size apartment I needed from our phone conversation. It didn't seem like she had written down what we had discussed so I had to repeat what I needed. I did not observe a guest card filled out and she didn't ask me any specific questions about my apartment search. She pulled her face mask from her drawer before we began the tour. The gentleman in the adjacent office had to remind Adelle to ask for my ID and hold it until we returned.

Onsite Qualifying

  • Was a guest card (or similar) reviewed during your visit?Yes2/2
  • Was your date of need reviewed?Yes2/2
  • Was the apartment size you needed reviewed?Yes2/2
  • Was the number of occupants reviewed?Yes2/2
  • Was your reason for moving reviewed?Yes1/1
  • Was your place of employment or occupation reviewed?Yes2/2
  • Was whether or not you had pets reviewed?No0/1
  •  Total: 11/12
    11
    91.67

Comment (You must provide a brief summary under each category. This section is mandatory.):

Adelle reviewed our phone conversation at the beginning, right before we went out onsite and during the tour as well.

Onsite Discovery

  • Were the features you stated were most important to you in your apartment home reviewed?Yes5/5
  • Were the features/amenities you stated were most important to you in your community reviewed?N/A5/5
  • "Were the specific floor plans/community features that interested you online reviewed? Answer NA if you did not say there was a specific floor plan or feature that interested you."N/A5/5
  • Was your preference in location (for example: floor level, view, sunlight, etc.) for your apartment home reviewed?Yes5/5
  • Were your favorite things about where you currently live reviewed?No0/5
  • Were the things you would like to change about where you currently live reviewed?No0/5
  • Was what interested you about the local area reviewed?No0/5
  • Did the leasing consultant ask you "what else" or encourage you to clarify or expand on any of your answers?Yes5/5
  •  Total: 25/40
    25
    62.5

Onsite Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

Adelle did not review the community amenities. We did not talk about where I currently live nor what I would like to change. I did freely mention something about what I didn't currently like where I live now. Adelle did encourage me to expand on my answers throughout our conversation.

The Tour

  • THE TOUR: Were you asked if you preferred to see the amenities first or the apartment home/model? Please answer the following question NA if there were no amenities or no model/home to tour.Yes2/2
  • Did the leasing consultant control the tour?Yes3/3
  • "Did the leasing consultant praise the onsite professional staff and Management Company? For example: leasing, landscaping, maintenance or security staff"No0/1
  • Did the leasing consultant tour all recreation areas and amenities you said were important to you?N/A3/3
  • Did the leasing consultant discuss property benefits that you said were important to you?Yes3/3
  • Did the leasing consultant discuss surrounding area benefits that you said were important to you?No0/2
  • Did the leasing consultant tour the model, vacant, or occupied apartment? Please answer NA if there were no available apartments to show.Yes3/3
  • Did the leasing consultant highlight the apartment features that you stated were important to you during the Discovery process?Yes3/3
  • "Was value added to price during the presentation? (For example: ""Membership to our fitness center is included in your rent, so you can cancel your gym membership and save yourself the monthly fee."")"Yes2/2
  •  Total: 19/22
    19
    86.36

Comment (You must provide a brief summary under each category. This section is mandatory.):

Adelle led me on the tour. We started with the community amenities. She showed me the package center, fitness center, residence area, and pool area. She explained how to gain entry and the hours of operation. As we walked to the vacant unit, she mentioned that parking was included in the rent as well as access to the amenities. She demonstrated how to gain entry to the building. She showed me the second-floor laundry room and she explained how it worked.

We went back down the stairs and We entered the vacant apartment. Adelle pointed out closet spaces because I said that was important to me. She then walked through the living room, kitchen, bathroom and bedrooms. We talked about the schools in the area, my job and my need for extra space.

We then walked backed to the office, I gave her my floor preference because she asked. She confirmed how quiet it was and how management does things for the community such as resident parties. We talked freely about current situations due to Covid. Back at the office she offered me a bottle of water and we reviewed whether I was ready to apply. She checked her next available apartment and how I felt about the property. I told her I was still looking at other apartments and she asked me where else I was looking. I mentioned The Preserves at Red Run and Adelle made some very general comments but she didn't say anything specific about them. She was out of brochures but she did give me her card. We exchanged greetings and ended the tour.

Overall, Adelle never asked me what interest me about the surrounding area nor did she point out any benefits.

Handling Objections

  • Did the leasing consultant accept and acknowledge your concern?Yes5/5
  • Did the leasing consultant ask you to clarify by saying something like, "Tell me what you mean by..."N/A5/5
  • Did the leasing consultant remind you that they want to help you find the apartment home that meets your needs but let you know the decision is yours? N/A5/5
  • Did the leasing consultant offer options?Yes5/5
  • Did the leasing consultant confirm they had handled your objection?No0/5
  •  Total: 20/25
    20
    80

Comment (You must provide a brief summary under each category. This section is mandatory.):

I was looking for gas cooking but she explained everything on the property was electric. We never re-visited the concern and Adelle did not ask me if that was a deal breaker. There was really no part of the conversation to clarify so points given for #2. For question #3, Adelle was not pushy and so I felt the decision was mine to make so points given.

Closing

  • Was urgency created during the presentation?Yes5/5
  • Did the leasing consultant attempt a pre-close / review of features and benefits you stated were important to you and ask if there was anything they had missed?Yes5/5
  • Did the leasing consultant ask you to apply today?Yes5/5
  • "Did the leasing consultant attempt a second close after handling any follow up objections? Answer NA if you did not give any follow up objections."N/A5/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?N/A5/5
  •  Total: 25/25
    25
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

She asked me to apply online as well as she explained the application process. She re-iterated that she has only one unit around that time and it might be coming off the market as well. Also if I missed this opportunity the next one will not be available until December. I was not asked to arrange a return appointment. Adelle did say she would call me on Monday and see if I made a decision yet so points given for #5.

Onsite Professionalism

  • Was the leasing consultant enthusiastic?Yes4/4
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant create rapport during the presentation?Yes4/4
  • Was the leasing consultant polite and sincere?Yes2/2
  • Was the leasing consultant dressed appropriately?Yes2/2
  • Was your name used frequently during the presentation?No0/2
  • Did the leasing consultant try to discover your needs or desires throughout the presentation?Yes2/2
  • Did the leasing consultant introduce you to other staff or point them out if they were not within range to be introduced?No0/2
  •  Total: 16/20
    16
    80

Comment (You must provide a brief summary under each category. This section is mandatory.):

Adelle showed professionalism, enthusiasm, and politeness throughout the tour. Her tone was friendly and approachable. There was another member of the staff in the office but she did not introduce me.

Fair Housing Awareness

  • Did the leasing professional refrain from asking any discriminatory questions (based upon protected classes)?Yes5/5
  • Did the leasing professional refrain from steering you to a certain size unit or part of the community, building, or floor?Yes5/5
  • Did the leasing professional refrain from practicing any delay tactics that would frustrate a person from pursuing a rental?Yes5/5
  • Did the leasing professional supply rental information, such as rental rates?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

She did not do anything to discourage me from leasing, she actually encouraged me to become a part of the community.

Follow Up - 24 hours

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?Yes10/10
  • Did the leasing consultant follow up again within 3 business days?Yes5/5
  •  Total: 15/15
    15
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

I received an email after my call, right after my visit and follow up email two days later.

Performance Evaluation

Total Phone Score: 76%
On Site Score: 81%
Total Score: 0%

General Questions