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Report For Janelle Drumgold at Kings Mill Apartments

Report For Janelle Drumgold at Kings Mill Apartments

0%
Current Score
98%
Average Score
  • 98%
    4-4-2019
  • 25%50%75%100%

Performance Evaluations

Telephone - 100 points possible

  • 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
  • Did the Leasing Professional identify him/herself?Yes3/3
  • Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • Did the Leasing Professional effectively use your name in conversation?Yes3/3
  • Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • Did the Leasing Professional ask for your telephone number? Yes15/15
  • Did the Leasing Professional ask for your email address?Yes0/0
  • Did the Leasing Professional ask how you knew about the community?Yes3/3
  • Did the Leasing Consultant determine apartment size?Yes5/5
  • Did the Leasing Consultant determine move-in date?Yes5/5
  • Did the Leasing Consultant determine number of occupants?Yes5/5
  • Did the Leasing Consultant determine if you had any pets?Yes5/5
  • Did the Leasing Consultant determine your price range?Yes5/5
  • Did the Leasing Consultant determine specific needs (i.e. w/d connections, up/downstairs, fireplace)?Yes5/5
  • Did the Leasing Professional suggest you visit the company website?Yes0/0
  • Did the Leasing Professional describe apartment features and/or amenities? (Please explain in the comment box at the end of the section.) Yes3/3
  • Did the Leasing Professional create a sense of urgency?Yes3/3
  • Did the Leasing Professional extend an invitation for you to visit the community?Yes3/3
  • Did the Leasing Professional try to set a specific appointment? (Please explain in the comment box at the end of the section.)Yes15/15
  • Did the Leasing Professional offer directions to the community?Yes3/3
  • Based on the Leasing Professional's presentation, were you motivated to visit the community? Yes10/10
  •  Total: 100/100
    100
    100

Telephone Comments (Please provide the phone conversation from start to finish. All details are necessary.):

Janelle answered the phone and stated the name of the community and then gave her name. She asked for my name and used my name throughout the conversation effectively. Janelle was extremely friendly and warm. She made me feel like she was genuinely interested in helping me. She asked for my phone number and email. She also qualified me for occupants and pets. She quoted several prices and asked me if the quoted prices fit my budget. I told her that they did. She asked me if I was looking for anything special and I told her that I was looking for an apartment with an updated kitchen and bath. She also asked me if there was a specific floor I wanted to live on and I told her anything except for the ground floor. She said that my floor request would not be a problem. Janelle went over the apartment features including dishwashers, garbage disposals, central air/heat and pre-wired for high-speed internet. She also told me that water sewer and trash removal were covered. She also went over all of the area amenities including close proximity to White Marsh Mall. Janelle seemed really enthusiastic about the community and that created a sense of urgency.

Janelle asked me if I would like to come out for a tour, I said yes and we scheduled a time for later that same day. Janelle made sure I knew the location of the community. She offered directions and confirmed the street address. Based on Janelle's phone presentation I was very motivated to visit the community.

Community information

  • Did you easily locate the community?No0/0
  • Were the main community signs clear, visible and in good condition?No0/0
  • Were there adequate signs directing you to the community?No0/0
  • Were the lawns and landscaping neat and trim, and free of all trash?No0/0
  • Was the general appearance of the parking area in good condition and free of trash?No0/0
  • Was the leasing office clean, neat, and orderly?Yes0/0
  • Did the leasing office communicate warmth and welcome?Yes0/0
  • Was your first impression of the community and curb appeal a positive one?No0/0
  •  Total: 0/0
    0
    NAN

Comments (Please explain in detail your experience as you entered the community). :

The main community was easily identifiable but the signs leading me to the leasing office were far and few between. I could not find the leasing office and after driving around I flagged down a maintenance guy who gave me more specific directions. The signs were inadequate but in good repair. The grounds had an overall shabby appearance. A good bit of trash had blown throughout the community and there was discarded broken furniture and several large sofas in more than one location. There were a handful of cars throughout the community that did not appear to be in drive-able condition. The parking lot also contained some trash as well. My first impression of the community was of concern, it appeared to be very rough around the edges.

Greeting - 20 points possible

  • Did the Leasing Professional greet you with a smile, or if busy, acknowledge you immediately?Yes2/2
  • Did the Leasing Professional stand to greet you?Yes3/3
  • Did the Leasing Professional shake your hand?Yes0/0
  • Did the Leasing Professional introduce him/herself?Yes2/2
  • Did the Leasing Professional obtain your name during the visit?Yes2/2
  • Did the Leasing Professional continue to use your name in the conversation?Yes2/2
  • Did the Leasing Professional ask you to sit down?Yes2/2
  • Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you?Yes5/5
  • Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? Yes2/2
  • Was the Leasing Professional wearing a nametag? Yes0/0
  • Did the Leasing Professional remember your telephone call?Yes0/0
  • Did the Leasing Professional have previous information on you readily available?Yes0/0
  • If the phone agent was out, was someone else able to help you from the information previously taken over the phone? (Please explain in the comment box at the end of the section.)N/A0/0
  •  Total: 20/20
    20
    100

Comments (Please explain in detail your experience as you entered the leasing office). :

The leasing office was very tidy when I arrived. Janelle was with a tenant when I arrived. She greeted and asked me to have a seat on a comfortable sofa. She told me that she would be right with me, confirmed that I was Molly and offered me coffee/tea. She asked me to have a seat at her desk. Janelle made a very positive first impression. She was dressed in business casual that would have been appropriate for any office and she was also wearing a name tag. She remembered our phone call and had all of the information we discussed readily on a card.

Indentify Needs - 26 points possible

  • Was a guest card completed on paper or electronically? (State who filled out the guest card in the comment box at the end of the section.) Yes2/2
  • Did the Leasing Professional determine how you knew about the Community?Yes2/2
  • Did the Leasing Professional identify size of apartment you needed?Yes1/1
  • Did the Leasing Professional identify your move-in date?Yes1/1
  • Did the Leasing Professional identify number of occupants?Yes1/1
  • Did the Leasing Professional identify phone number and/or email address?Yes2/2
  • Did the Leasing Professional identify price range or budget?Yes1/1
  • Did the Leasing Professional identify if you have any pets?Yes1/1
  • Did the Leasing Professional identify where you live now?Yes1/1
  • Did the Leasing Professional ask why you were moving?Yes2/2
  • Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes2/2
  • Did the Leasing Professional create rapport while attempting to determine your needs? (Please explain in the comment box at the end of the section). Yes2/2
  • Did the Leasing Professional demonstrate the features of the model apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
  • Did the Leasing Professional discuss the features and benefits of the model apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
  • Did the Leasing Professional make a photocopy of your identification before giving you keys to a vacant apartment? N/A2/2
  •  Total: 26/26
    26
    100

Comments on Qualifying Needs. :

When I arrived Janelle had my guest card available and went over everything that we discussed over the phone including apartment size and pets. As we toured Janelle asked if the prices she quoted fit my budget and I told her that they did.

During the tour, we discussed where I currently lived and that I was moving because the rent was very high in the city for a two bedroom apartment. During the tour, Janelle created a sense of rapport by asking what my cat's name was and making a joke that the second bedroom would be the cat's room. Janelle demonstrated all of the apartments features including ample closet space and what some of the kitchen updates looked like. She also identified that I would prefer a dishwasher as we toured and made recommendations for sister communities that had dishwashers.

Demonstrating - 19 possible points

  • Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes1/1
  • Did the Leasing Professional use the site plan and/or offer a site plan to show the location of the available apartment?No0/2
  • Did the Leasing Professional mention the professional management?Yes1/1
  • 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
  • Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?Yes1/1
  • Did the Leasing Professional discuss the minimal charge for water or point out that there is free water included?Yes1/1
  • 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. Yes3/3
  • Did the Leasing Professional effectively overcome your objection(s)? Please explain in the comment box at the end of the section. Yes4/4
  • Did the Leasing Professional begin asking closing questions early in the presentation? Please explain in the comment box at the end of the section. No0/2
  •  Total: 15/19
    15
    78.95

Comments on the Demonstration (Please describe your experience while touring with community with the agent.):

Janelle was in control of the tour the entire time. She mentioned that a lot of the staff and maintenance crew lived on site and maintenance was available 24/7. She said that the agents really loved the area but did not elaborate on the area amenities. The apartment that we toured was the office/model and an additional model apartment that had the most recent updates. The models were all neat and clean including the rental office. Janelle overcame my objections about not having a dishwasher by referring me to several sister communities.

Closing - 30 points possible

  • Did The Leasing Professional discuss rental rates positively and confidently?Yes1/1
  • Did the Leasing Professional create a sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. Yes3/3
  • Did the Leasing Professional mention current specials?Yes0/0
  • Did the leasing professional attempt any of the following closes? The closes listed below are worth 5 points each; however, a maximum of 10 points can be earned if the leasing consultant asked two of the four questions. If two of the four questions were answered, then check “Yes” in this box for 10 points. If no, then check this box “No” and no points will be earned. Yes10/10
  • Did the Leasing Professional ask you to fill out an application?Yes0/0
  • Did the Leasing Professional ask you question that generated a yes or no answer? Yes0/0
  • Did the Leasing Professional use assumptive phrases (ex: "your apartment", "you'll love living here", etc.?Yes0/0
  • Did the Leasing Professional use a closing technique not listed above? (Please specify in the comment box at the end of the section.)Yes0/0

    Janelle discussed the rental rates with enthusiasm. Urgency was created because the rental office was so busy with prospective tenants. There were at least 4 other parties who all showed up during my tour. Janelle asked me if I would like to fill out an application and then asked me if I was still shopping around before I could answer her about filling out the application. Janelle did refer to the apartment as mine quite a bit during the tour. Janelle also told me how much the staff and maintenance crew enjoyed living in the communities which felt like a soft close to me.
  • Did the Leasing Professional attempt to schedule another visit to the community?Yes2/2
  • Did the Leasing Professional provide you with any promotional material (business card, brochure, floor plans, etc.)?Yes2/2
  • Did the Leasing Professional suggest you visit the company website?No0/0
  • Based on the Leasing Professional's presentation, would you have leased an apartment?Yes10/10
  • If unable to meet your needs, did the Leasing Professional refer you to another community?Yes0/0
  • 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
  • Did the Leasing Professional ask permission to keep in touch?Yes2/2
  •  Total: 30/30
    30
    100

Closing Comments (Please explain all the details of how the agent attempted to close you at the end of the onsite visit. Also, explain your reason for not leasing that same day.):

Janelle told me that I could come back any time to tour a vacant and she also asked me if I was interested in seeing a townhome that same day. Janelle only gave me her business card after I asked for it and no other promotional material. Based on her performance I would have rented from her. The fact that Janelle took the time to ask for my cat's name and then joke about the cat having her own room made the tour more personal and memorable. Early in the conversation, Janelle asked permission to keep in touch with me.

Fair Housing

  • 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
  • Was the Fair Housing poster clearly visible?Yes0/0
  • When you asked, "What kind of security do you have?" or "Is this a safe area?", how did the Leasing Professional respond? (Please answer in the comment box at the end of the section.)Yes0/0
  •  Total: 0/0
    0
    NAN

Comment (This is mandatory that you answer question #3 in the Comment Box).:

Janelle did not do anything that could have been perceived as discriminatory during the tour. When I asked her about the security and safety within the community she told me that several staff lived on site with their families and that crime really does not have an address.

Follow- Up - 5 possible points

  • Did the Leasing Professional follow-up by telephone within 2 days?Yes5/5
  •  Total: 5/5
    5
    100

What was the follow up date? Please list below.:

Janelle left voicemail for me on 4.4.19 at 6:21 pm

Performance Evaluation

Total Phone Score: 100%
On Site Score: 96%
Total Score: 0%

General Questions