Report For Lakecia Dingle at The Greens Information Center
Report For Lakecia Dingle at The Greens Information Center
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Current Score
88.57%
Average Score
25%50%75%100%
Shop Description
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 you wish to call using format: AREA CODE + PHONE NUMBER (ex: 2013993020). Your call will connect and be recorded. You must upload the FREE "Smart Recorder" app to your Smart Phone to record the onsite experience.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. You will only tour the model. DO NOT tour a vacant by yourself. Use a different name since you are not asked to provide your ID at these Hendersen-Webb properties.
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.
IMPORTANT - These agents shift to a different property daily so you must call and shop the same day of your chosen shop date.
Office Hours: Monday to Saturday 10:00 AM to 6:00 PM; Sunday 12:00 PM to 5:00 PM.
The phone call and onsite visit must be audio recorded. PLEASE READ the MAMS Tutorial on the Shopper Dashboard for instructions. It is mandatory that you read the MAMS Tutorial along with the MAMS Phone and Onsite Script. All instructions must be followed for the completion of a report and to be paid. You must upload the "Smart Recorder" app to your Smart Phone to record the onsite experience.
Performance Evaluations
Information
- Agent: Lakecia Dingle
- JOB#: 5206_012820334
- Shopper Name: Suzanne Precious
- Property Name: The Greens Information Center
- Address: 1300 Middleborough Road, Essex, MD, USA
- Shop Date: 07-21-2020
General Questions
- Date of Phone Call: 7/20/2020
- Time of Phone Call: 1:50 PM
- Length of Phone Call: 5:00 minutes
- Date of Onsite Visit: 7/21/2020
- Time of Onsite Visit: 1:00 PM
- Length of Onsite Visit: 14:30 minutes
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- SHOPPER INFORMATION :
- Shopper's Name Given (Telephone): Charlotte Snyder
- Shopper's Name Given (Onsite): Charlotte Snyder
- Guest Accompanying Shopper: N/A
- Relationship to Shopper: N/A
- Shopper's Phone Number: 443-600-5474
- Shopper's Email Address: 9106Mickey@gmail.com
- How the Shopper heard about the property: Friend
- Apartment size requested: 2 bedrooms
- Date home needed: late August, early September
- Pets: Dog
- Number of occupants: 1
- Reason for moving: I was not asked
- Special preferences or needs: Dishwasher, laundry
- Number of people in the rental office at time of visit: Three
- Where you shown a model?: No
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- 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:
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- Leasing Professional's overall attitude and impression: Lakecia was pleasant and professional.
- Leasing Professional's strongest points: Lakecia was professional and was confident of what apartments were available, and she was knowledgeable of the surrounding neighborhood.
- Leasing Professional's weakest points: Lakecia could have asked me open-ended questions about my apartment search to learn where I was in the leasing cycle. She never asked where I lived or if I was currently in a lease; what was motivating me to move; and/or what interest me about their community. These questions would have created more conversation and rapport. She would have learned a lot about my urgency to move.
- Overall Comment: Overall, Lakecia had a friendly, professional, and upbeat demeanor so I felt comfortable onsite talking to her. She focused on providing me the basic information about the properties but she never described the differences in each nor did she ask me questions about my apartment search. She mentioned the application fee early in the conversation but we never discussed any details of how to go about leasing from this company. After she provided me the floor plans of the communities then we were done with the onsite visit.
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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?No0/5
- 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?No0/0
- 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: 95/10095
Telephone Comments (Please provide the phone conversation from start to finish. All details are necessary.):
Community information
- Did you easily locate the community?Yes0/0
- Were the main community signs clear, visible and in good condition?Yes0/0
- Were there adequate signs directing you to the community?Yes0/0
- Were the lawns and landscaping neat and trim, and free of all trash?Yes0/0
- Was the general appearance of the parking area in good condition and free of trash?Yes0/0
- 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?Yes0/0
- Total: 0/0NAN
Comments. Please describe your community experience here.:
The community was neat and well kept.
Greeting - 15 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?Yes2/2
- Did the Leasing Professional shake your hand?No0/0
- Did the Leasing Professional introduce him/herself?No0/3
- Did the Leasing Professional obtain your name during the visit?Yes2/2
- Did the Leasing Professional continue to use your name in the conversation?Yes1/1
- Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you?No0/4
- Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? Yes1/1
- Was the Leasing Professional wearing a nametag? No0/0
- 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: 8/1553.33
Comments (Please explain in detail your experience as you entered the leasing office). :
When I walked into the office Lakecia was standing and there was another employee sitting with a customer. Lakesia ask if she could help me, I told her I had an appointment with Lakecia. She said what's your name, then she locked the front and back doors. Then she asked me to have a seat. She said she had attempted to email me but it was returned.
Indentify Needs - 19 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.) Yes3/3
- Did the Leasing Professional determine how you knew about the Apartment Information Center?Yes3/3
- 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?No0/1
- Did the Leasing Professional identify if you have any pets?Yes1/1
- Did the Leasing Professional identify where you live now?No0/1
- Did the Leasing Professional ask why you were moving?No0/1
- 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). No0/2
- Total: 14/1973.68
Comments on Identifying Needs.:
Lakecia had a guest card ready with the information I had given her on the phone. Then she read me several questions concerning the Covid virus. She reviewed that fact I wanted a two bedroom apartment in September, told me which property it was located in and asked if I wanted to go see an apartment by myself to see how they look. She gave me a property referral page with the apartment we discussed on the phone and noted the rent and special.
Lakecia did not mention my dog again or if there were any other properties that accept dogs, nor did she ask me which level I preferred or what level the apartment was on. Lakecia gave me rates but did not ask if that fit into my budget. She did not ask where I lived or why I was moving.
Overall, Lakecia was professional she provided all the information I needed to lease an apartment; However, she didn't ask me any open-ended questions which would have made the visit more conversational and built rapport. Most of the above questions were asked over the phone and not reviewed in person but I gave points since we discussed much of this over the phone.
Lakecia did not mention my dog again or if there were any other properties that accept dogs, nor did she ask me which level I preferred or what level the apartment was on. Lakecia gave me rates but did not ask if that fit into my budget. She did not ask where I lived or why I was moving.
Overall, Lakecia was professional she provided all the information I needed to lease an apartment; However, she didn't ask me any open-ended questions which would have made the visit more conversational and built rapport. Most of the above questions were asked over the phone and not reviewed in person but I gave points since we discussed much of this over the phone.
Demonstrating - 14 possible points
- Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes2/2
- Did the Leasing Professional use the site plan and/or offer a site plan to show the location of the available Community?Yes1/1
- Did the Leasing Professional mention the professional management?Yes2/2
- Did the Leasing Professional discuss features and benefits of the apartment homes at the recommended community? (Pleas explain in the comment box at the end of the section.)No0/2
- Did the Leasing Professional discuss and/or point out features and benefits of the recommended community? Please explain.Yes2/2
- Did the Leasing Professional discuss the minimal charge for water or point out that there is free water included?No0/1
- Did the Leasing Professional offer to send you to a vacant apartment?Yes1/1
- Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?Yes1/1
- Did the Leasing Professional effectively overcome your objection(s)? Please explain.Yes2/2
- Total: 11/1478.57
Comments on the Demonstration (Please describe your experience while touring with community with the agent.):
Lakecia gave me four property floor plans, the prices and their specials. She told me that there are different features of each property but did not elaborate on what they were. She said it all depends on what you like. She did not mention utilities or whether water was included, nor did she mention if there was a security deposit required. She had asked if I wanted to go look at an apartment but I declined. She discussed the surrounding neighborhood; shopping, restaurants and a gym nearby.
Lakecia mentioned the company and their years in the business and the fact that they have 24-hour maintenance. She pointed out their website and told me I could do a virtual tour that way. Lakecia confirmed my phone number and asked if it was OK to keep in touch.
Lakecia mentioned the company and their years in the business and the fact that they have 24-hour maintenance. She pointed out their website and told me I could do a virtual tour that way. Lakecia confirmed my phone number and asked if it was OK to keep in touch.
Closing - 22 points possible
- Did The Leasing Professional discuss rental rates positively and confidently?Yes4/4
- Did the Leasing Professional create a sense of urgency?Yes4/4
- Did the Leasing Professional provide you with any promotional materials (i.e. business card, brochure, floor plan)?Yes2/2
- Did the Leasing Professional suggest you visit the community website or company website?Yes0/0
- Did the Leasing Professional ask you to commit to completing paperwork to lease an apartment during your visit at the Information Center?Yes5/5
- Based on the Leasing Professional's presentation, would you have visited the community/communities suggested?Yes5/5
- Did the Leasing Professional do or say anything to make your visit "extraordinarily" memorable? If so, please explain.No0/0
- Did the Leasing Professional ask permission to keep in touch?Yes2/2
- Total: 22/22100
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.):
Lakecia gave me the floor plans of five of their properties, including one in Dundalk and reiterated that the specials can change at any time. She confirmed my phone number and asked if it was OK to follow up. Lakecia asked me if I was interested in applying that day as the fee was only $25 and could be paid with my debit card.
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?", Did the Leasing Professional respond properly? (Please answer in the comment box at the end of the section.)Yes0/0
- Total: 0/0NAN
Fair Housing Comments:
Lakecia did explain the controlled access doors which made me feel comfortable about security.
Follow- Up - 5 possible points
- Did the Leasing Professional follow-up by telephone within 2 days?Yes5/5
- Total: 5/5100
What was the follow up date? Please list below.:
Lakecia called me the next day to see if I had made a decision.
She asked if there was anything specific, I wanted in my apartment, I told her dishwasher and washer and dryer. She told me they have laundry facilities in each building but did not mention if they had dishwashers or any other features of their apartments. She did not mention anything about the Classic versus renovated apartments.
Lakecia asked for my phone number and email address. When she asked if I knew where they were located, she told me she would email me directions.