Top

Report For Eboni Hough at Allyson Gardens I

Report For Eboni Hough at Allyson Gardens I

0%
Current Score
92.09%
Average Score
  • 93%
    5-9-2019
  • 91%
    5-14-2019
  • 25%50%75%100%

Performance Evaluations

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.):

Eboni answered the phone and introduced herself and the property. She was kind and professional.

Telephone Qualifying

  • Did the leasing consultant identify the apartment size needed?Yes3/3
  • Did the leasing consultant identify the date of need?Yes3/3
  • Did the leasing consultant ask the number of occupants?Yes2/2
  • Did the leasing consultant qualify for pets?Yes2/2
  • 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: 12/13
    12
    92.31

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

Eboni took her time on our phone conversation and asked me most of the qualifying questions with the exception of "why I was moving".

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?Yes5/5
  • 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?Yes5/5
  • Did the leasing consultant ask if you had looked at the community online?Yes5/5
  • 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: 35/40
    35
    87.5

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

Eboni was taking her time during the phone call and asked me if she could ask additional questions. It made me appreciate that she was making an attempt to learn all she could about my apartment search; Although, she did not ask why I was interested in the general area.

Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.N/A5/5
  • 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. N/A2/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.N/A3/3
  •  Total: 10/10
    10
    100

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

We didn't discuss price so points given for this section; however, Eboni did ask me what price range I wanted to stay within. After I gave her my price range she said she certainly could accommodate my budget.

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?Yes2/2
  • 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.N/A2/2
  •  Total: 14/14
    14
    100

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

Eboni invited me in for a tour and I did tell her I would use my GPS to find the property.

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.):

Eboni repeated the appointment back to me and gave me a friendly goodbye.

Telephone Professionalism

  • Was a sense of rapport created?Yes2/2
  • 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?Yes2/2
  • Were all of your questions answered to your satisfaction?Yes2/2
  •  Total: 10/10
    10
    100

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

I feel a sense of rapport was built during our phone call because their were a lot of questions asked of me to learn about my apartment search.

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. Yes5/5
  • Did the leasing consultant introduce themselves to you and ask your name?Yes5/5
  • 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: 20/20
    20
    100

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

After I entered the leasing office I was greeted by another agent. I told the agent that I had an appointment with Eboni. She offered me a seat in the community area on the couch. Eboni came out of her office with a smile and called me by name. She introduced herself and shook my hand. She apologized for my wait and offered me a refreshment.

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?No0/1
  • Was your place of employment or occupation reviewed?Yes2/2
  • Was whether or not you had pets reviewed?Yes1/1
  •  Total: 11/12
    11
    91.67

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

Whatever Qualifying question Eboni did not ask before the tour she did ask during the tour. She never did ask why I was moving.

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?Yes5/5
  • "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?Yes5/5
  • 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?Yes5/5
  • Did the leasing consultant ask you "what else" or encourage you to clarify or expand on any of your answers?N/A5/5
  •  Total: 35/40
    35
    87.5

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

Eboni asked me some of the Qualifying and Discovery questions before the tour; however, she didn't ask me why I was moving but she did ask about my employment during the tour. There were other questions that were never discussed.

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.No0/2
  • 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?Yes3/3
  • 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?Yes2/2
  • 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.):

followed Eboni to the vacant in my car. As we walked to the building, she explained the differences about Allyson Gardens I versus II. She explained the key fob entry. I told her I was glad to see the secure entry way and then asked her if they had any problems with cars getting broken into. Eboni shared that she lived onsite and “to her knowledge” she was unaware of any problems. That answer sufficed for me. She did say “crime has no address”.

We entered the vacant and Eboni immediately began pointing out all the apartment features starting with the kitchen. She pointed out the closet space and the windows with a nice breeze. She explained the different floor plans between the 2 bed and 1 bath versus the 2 bed and 2 baths. She was very descriptive.

Eboni told me what was included in the rent and what was not.

I told Eboni that I have my son on weekends and asked about if there were children in the community. She said she didn’t keep track of the demographics but there was a reason they did have a playground. She shared that she participated in a book reading program for kids. She went on to tell me all about the reading programs. She was very enthusiastic about it.

I told her that I wanted to be in a safe environment. Eboni explained that the key fob does not fit every building for additional security reasons. She then pointed out the box on the wall that is attached to my phone so I would be able to unlock the building door to let guests in.

Eboni shared about the employee preferred program and then she asked where I worked. She asked if I had any other questions. I told her I had some other places to see that day. She reminded me how good the Owings Mills was, and she discussed the shopping spots. She was very descriptive about the area. She knew it well. She said that the area is growing so rapidly that all the other communities have been increasing their rent and their community has stayed steady, so she gave me a sense of urgency.

Eboni told me about the application process as we stood in the vacant. She explained the screening and credit process. She was very thorough is explaining the surety bond for the security deposit.

Eboni spent a lot of time with me. She asked me if I had any other questions. She was very genuinely engaged with me. She did a great job during the tour selling me on the the property based on her own experiences.

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?Yes5/5
  •  Total: 25/25
    25
    100

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

Eboni addressed my concern about security and she shared many of her personal living experiences which made me feel at ease.

Closing

  • Was urgency created during the presentation?No0/5
  • 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: 20/25
    20
    80

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

Eboni told me to follow her back to the office. She gave me back my ID. She reviewed what floor plans were available for my move date. Once again, she was very thorough about presenting the pricing and floor plans along with reviewing the application process. When she asked me to apply, I told her I didn’t bring all my information, so she instructed me to go online to apply.

She told me she would follow up with me on a specific date.

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?N/A2/2
  •  Total: 18/20
    18
    90

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

Eboni was exceptionally thorough with every part of the leasing process. She was very professional and genuine.

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.):

I told Eboni that I have my son on weekends and asked about if there were children in the community. She said she didn’t keep track of the demographics but there was a reason they did have a playground. She shared that she participated in a book reading program for kids. She went on to tell me all about the reading programs. She was very enthusiastic about it.

I told her that I wanted to be in a safe environment. Eboni explained that the key fob does not fit every building for additional security reasons. She then pointed out the box on the wall that is attached to my phone so I would be able to unlock the building door to let guests in.

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.):

Eboni followed up both with a phone call and email within 3 business days.

Performance Evaluation

Total Phone Score: 95%
On Site Score: 92%
Total Score: 0%

General Questions