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Report For Tameka Bryant at Somerset at Towson

Report For Tameka Bryant at Somerset at Towson

0%
Current Score
77.38%
Average Score
  • 66%
    09-27-2019
  • 76%
    7-6-2020
  • 91%
    12-09-2020
  • 25%50%75%100%

Performance Evaluations

Telephone Greeting

  • 1. Were you able to reach a Leasing Professional on your first attempt? Please state in the comment box the dates and times you called before you were able to speak to a Leasing Professional.Yes5/5
  • 2. If you had to leave a voice message was your call returned within 2 hours? If no, please tell us in the comment box how many times you called and did not receive a live person and/or how many times you left a message. Please let us know if you received a call back at all?N/A5/5
  • 3. 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
  • 4. Did the Leasing Professional identify him/herself?Yes3/3
  • 5. Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • 6. Did the Leasing Professional effectively use your name in conversation? (If so, please state in the comment box how many times they used your name in conversation)Yes3/3
  • 7. Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • 8. Did the Leasing Professional ask how you knew about the community?N/A3/3
  •  Total: 28/28
    28
    100

Telephone Greeting Comments (Please provide the Telephone Greeting in the comment box below. Explain all your "No" or "NA" answers.) How many rings before the Leasing Professional picked up?:

After the first ring April answered the phone with the name of the property and she introduced herself. I asked to speak with Tameka. April asked what it was concerning. I told April my girlfriend spoke with Tameka a few weeks ago. April put me on hold and transferred me to Tameka. Tameka came on the phone. She began using my name throughout the entire conversation which made it very personalized. She had a welcoming tone to her voice. I told her I was looking online and I was interested in seeing a studio or one bedroom. I offered my price range of $1,000 to $1,500. She told me their studios go for $1,095 and she said there were only four on property and they are rented until next summer. She said they did have a one- bedroom coming up for $1,250 a month. I said that would work. She invited me in for a tour. We agreed on 3:00 PM that day.

Tameka explained how the self-guided tour worked. She said she would ask me more questions and then send me an email with the instructions of how to get to the apartment I would be touring. She told me to take my time. She gave me two options. I could view the vacant and then come back to the leasing office and maintain my social distance to review what I had seen. She reminded me to wear my mask. The 2nd option would be to call her after my tour and she would go over the same information as in person. I agreed to stop at the office after our phone conversation. She asked me when I was looking to move and I told her end of month. She asked how many occupants, pets, and what specific features in the apartment. I told her two occupants, no pets, and a washer/dryer in unit. She asked for my email address. She explained she would be sending me the following email:

Hello Steven,

Thank you for taking the time to speak with me a few moments ago. When you arrive on the property for your self-guided tour, please go to building 728 apartment A2. I will leave the door unlocked for you and a brochure with some information about our community. Once you are done touring, you have the option to come visit us at the leasing office and we will practice social distance and further discuss. If you are not comfortable visiting the leasing office, you can call me and we can further discuss.

I have attached a copy of our property map so that you can see where you are going once you arrive.

I look forward to speaking/visiting with you after your self-guided tour at 3pm.

Tameka Bryant

Leasing Consultant
Somerset at Towson
736 Camberley Cirlce
Towson, Md 21204
P: 410.296.7725
E: somersettowson@covepm.com

www.covepm.com

She asked me if I needed directions to the community and I said I did not. She thanked me for calling and the call ended.





Telephone Identifying Needs

  • 9. Did the Leasing Professional determine apartment size?Yes3/3
  • 10. Did the Leasing Professional determine move-in date?Yes3/3
  • 11. Did the Leasing Professional determine number of occupants?Yes3/3
  • 12. Did the Leasing Professional determine if you had any pets?Yes3/3
  • 13. Did the Leasing Professional determine your price range?Yes3/3
  • 14. Did the Leasing Professional determine specific preferences (i.e. w/d connections, up/downstairs, fireplace)?Yes3/3
  • 15. Did the Leasing Professional ask your reason for moving?No0/3
  •  Total: 18/21
    18
    85.71

Telephone Qualifying Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Tameka asked me what my needs were and if I had any pets, how many occupants and what my price range was. She did not ask why I was moving.

Telephone Demonstration

  • 16. Did the Leasing Professional ask open ended questions to identify your specific needs and wants in a new home? (i.e. "What are you looking for in a new home?" or "Describe your ideal apartment home?").Yes5/5
  • 17. Did the Leasing Professional review the apartment features and benefits (fireplace, washer/dryer, storage, etc.).Yes4/4
  • 18. Did the Leasing Professional describe community features, benefits, and/or amenities?No0/4
  • 19. Did the Leasing Professional create a sense of urgency?Yes2/2
  • 20. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?Yes3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 18/22
    18
    81.82

Telephone Demonstration Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Tameka asked me specifically what I might want in the apartment. But she did not describe any of the community benefits.

Telephone Close

  • 22. Did the Leasing Professional attempt to schedule a specific time for a onsite tour? If a onsite tour was not scheduled then only fill out the telephone portion of this shop report.Yes3/3
  • 23. After you scheduled an onsite tour did a Leasing Professional follow-up with you within the same business day with an email confirming the appointment? Yes4/4
  • 24. If the Leasing Professional did not recommend or offer a virtual tour did they attempt to close in another way. (Please explain in the comment box below how the Leasing Professional attempted to close in another way.) N/A0/5
  •  Total: 7/12
    7
    58.33

Telephone Closing Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Tameka closed the call telling me that she will follow up with an email showing me what apartment to tour myself because of limited contact.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes13/13
  • 26. Did the Leasing Professional ask for your email?Yes4/4
  •  Total: 17/17
    17
    100

Telephone Follow-Up Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Tameka asked for both my number and email to follow up.

Onsite Greeting

  • 2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?Yes10/10
  • 3. Was the Leasing Professional prepared for your visit based on the information gathered from you during the phone call?Yes5/5
  • 4. Did leasing consultant practice social distancing?Yes1/1
  • 5. Was personal protective equipment offered to you as the prospect?N/A0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

I went to the address as instructed by Tameka. As I walked through the vacant, I noticed hair in the tub and the toilet wasn’t so clean. Other than that, everything else looked fine.

After I was done viewing the apartment. I went to the leasing office as we agreed upon. As soon as I walked in Tameka called me by name as if she was waiting for me. She asked me what I thought in a very upbeat tone. I told her I liked it but wasn’t crazy about the washer and dryer being in the kitchen. She explained that community was built in the 60s and when they added washer and dryers it had to be next to a water source. So, the choice was in the bathroom or kitchen and the kitchen was the only feasible spot. She asked if I had any other concerns. I said I did not. She told me the price of $1,250 a month. She told me what was included in the price and what I had to pay. I asked if she had any other information that she could give me. I told her I really wanted a studio. She explained they only had four in total and none would be available any time soon. She gave me a pricing sheet with a studio, one-, and two-bedroom rates. It also included the floor plan of the one bedroom that I had just viewed.

Tameka highly encouraged me to apply for the apartment I viewed that day because she said it would be rented soon. I told this was only the second place I looked at and she said she understood. She told me that I had her email and I should contact her if I had any more questions or I decided to apply. She thanked me for coming in and the onsite visit ended.

Onsite Identifying Needs

  • 1. Did the Leasing Professional confirm size of apartment you needed?Yes1/1
  • 2. Did the Leasing Professional confirm your move-in date?Yes1/1
  • 3. Did the Leasing Professional confirm number of occupants?Yes1/1
  • 4. Did the Leasing Professional confirm price range or budget?Yes1/1
  • 5. Did the Leasing Professional confirm if you have any pets?Yes1/1
  • 6. Did the Leasing Professional discuss the floor plans creatively describing features and benefits of the apartment?Yes3/3
  • 7. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes4/4
  •  Total: 12/12
    12
    100

Comments on the Identifying Needs :

Tameka did not have much to offer me because there was only one vacant available at the time of this shop, but she did identify most of my needs. There was only a 30 minute window from the time I called and the tour so Tameka covered most of these questions over the phone.

Onsite Demonstrating

  • 1. Did the Leasing Professional walk you through a model or a vacant at a steady and desirable pace?N/A4/4
  • 2. Did the Leasing Professional try to learn more about you throughout the tour by actively involving you in conversation?N/A4/4
  • 3. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes5/5
  • 4. 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
  • 5. Did the Leasing Professional discuss features and benefits of the community amenities? (Please explain in the comment box at the end of the section.)No0/4
  • 6. 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. No0/1
  • 7. Did the Leasing Professional effectively overcome your objection(s)? What was your objection and how did the Leasing Specialist respond? Please explain in the comment box at the end of the section. Yes4/4
  • 8. Did the Leasing Professional begin asking closing questions early in the presentation? Please explain in the comment box at the end of the section. Yes2/2
  • 9. Did the Leasing Professional appear knowledgeable about the community?Yes2/2
  • 10. Did the Leasing Professional point out advantages you stated were important to you?Yes3/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 31/36
    31
    86.11

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

This was a self-guided tour so I went to the address as instructed by Tameka in her email. As I walked through the vacant, I noticed hair in the tub and the toilet wasn’t so clean. Other than that, everything else looked fine.

Onsite Closing

  • 1. Did the Leasing Professional create a "strong" sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. Yes9/9
  • 2. Did the Leasing Professional mention current specials?No0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?Yes0/0
  • 4. Based on the Leasing Professional's presentation, would you have leased an apartment?N/A8/8
  • 5. 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.)No0/0
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?Yes4/4
  • 7. Did the Leasing Professional attempt to close on you more than once?N/A4/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?No0/2
  •  Total: 25/27
    25
    92.59

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

I went back to the leasing office as we agreed upon after the self-guided tour. Tameka spoke with me for only six minutes so there wasn't too many closing attempts; Although, she highly encourage me to lease as soon as possible so I wouldn't miss out on that one available apartment. She asked me reach out to her if I was still interested after looking at other communities. She did not make an attempt to schedule a follow up phone call with me.

She was kind and friendly; However, she didn't spend any time reviewing the application process nor did she continue to sell me on the property by mentioning the community amenities so I felt indifferent to applying.

Fair Housing

  • 1. 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
  •  Total: 0/0
    0
    NAN

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

Tameka did not do anything that would be percived as disctriminatory.

Follow Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?Yes10/10
  •  Total: 10/10
    10
    100

Comments:

I received an email and Tameka the same day as the tour.

Performance Evaluation

Total Phone Score: 88%
On Site Score: 93%
Total Score: 0%

General Questions