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Report For Ping Imel at Queen Anne Belvedere

Report For Ping Imel at Queen Anne Belvedere

0%
Current Score
91.79%
Average Score
  • 95%
    06-16-2020
  • 89%
    1-4-2021
  • 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?Yes3/3
  •  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?:

The phone was answered on the second ring by a female who clearly identified herself and the community, "Thank you for contacting the Queen Anne Belvedere Apartments, this is Ping speaking". I responded by inquiring about information on the community. She asked for a moment and then began to inquire about information to "put in". I assumed she meant her computer.

Her tone was friendly, inviting, and enthusiastic while she answered the phone. She immediately got my name and used a few times during our conversation. She asked me how I knew about the community during the beginning of the conversation as well.

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?Yes3/3
  •  Total: 21/21
    21
    100

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

Ping first asked for my name, I provided my first and last name to her. We exchanged friendly greetings as well. She confirmed that I was looking for a community within the heart of Baltimore City. She then asked for move in date, I told her the first week of July. She asked where I was moving from, I provided that information. We made a couple of comments on the difference between where I live now and the city. She asked what was bringing me to the city. I informed her my lease was ending and I wanted to be closer to work. She then asked where I worked and I told her. She then commented on how close it is to the community and we talked about how I could walk to work and not worry about parking. I showed some enthusiasm about that thought. She then asked about the number of occupants, any pets, how I heard about the community, and special features I preferred. I told her two occupants, no pets, apartments.com, and washer/dryer, dishwasher and closet space for features. She then asked the number of bedrooms; I told her two.

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?Yes4/4
  • 19. Did the Leasing Professional create a sense of urgency?No0/2
  • 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: 20/22
    20
    90.91

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

Ping had full control of the conversation. She asked questions in a conversational manner, it didn't feel like a canned presentation. After gathering all my information, she provided me information about an available unit. She described the unit in detail by telling me features such as it was a duplex style, two level home with brand new renovations. She first talked about the 3D tour and then offered me an in-person tour. I told her I would like the in-person tour. There was no sense of urgency created. She did not talk about pricing, specials or limited availability.

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/A5/5
  •  Total: 12/12
    12
    100

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

A tour was scheduled based on both of our availability. I did receive a follow-up email confirming our appointment.

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.) :

She asked for both my number and email.

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?Yes0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

The leasing professional was standing outside of the office after she had buzzed me in. She had a big smile behind her mask and was holding the guest card. She informed me that we were practicing social distancing so we would need to stay in an open area. She saw I had a mask and said if I didn't she had some to offer me as well.

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 :

She reviewed our phone conversation before the tour such as number of bedrooms, move-in date and my preferences. She mentioned that the apartments with Queen Anne Belvedere are unique. She mentioned that it was her favorite layout with two levels. As we were leaving the vacant apartment Ping asked about my price range to confirm whether the unit showed would be in my range.

Onsite Demonstrating

  • 1. Did the Leasing Professional walk you through a model or a vacant at a steady and desirable pace?Yes4/4
  • 2. Did the Leasing Professional try to learn more about you throughout the tour by actively involving you in conversation?Yes4/4
  • 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.)Yes4/4
  • 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. Yes1/1
  • 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. No0/2
  • 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: 34/36
    34
    94.44

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

Ping showed the community amenities which were the lounge area, mail room, fitness room, and package room while following social distancing practice.

We went to the vacant. The unit had two baths, one on the first floor. There was plenty of sunlight, great amount of closet space, and stainless-steel appliance which were a few things she described. I objected to the color of the cabinets, she replied that there are other colored cabinets but most of them have the white cabinets. I also objected to not having an ice maker and she suggested that I buy fun ice trays.

She was very knowledgeable about the community and she explained the historical value of the area and how it is still preserved by the current design.

Ping highlighted all the amenities I said were important to me as we toured. She gave plenty of opportunity to ask questions as well. She created urgency by talking about the current special.

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. Yes7/7
  • 2. Did the Leasing Professional mention current specials?Yes0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?No0/0
  • 4. Based on the Leasing Professional's presentation, would you have leased an apartment?Yes8/8
  • 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.)No0/2
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?N/A4/4
  • 7. Did the Leasing Professional attempt to close on you more than once?No0/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?Yes2/2
  •  Total: 21/27
    21
    77.78

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.):

Ping created urgency by mentioning the current special which required me to have a signed lease through August. She did not ask me to apply but she did walk me through the process of how to apply online. She did explain that she would be reaching out to me to see if I made a decision. She did not try to overcome/find our why I was not leasing today.

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).:

She did not do anything to discourage me from leasing.

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 a phone call on 6/18 around 2:30 pm.

Performance Evaluation

Total Phone Score: 98%
On Site Score: 92%
Total Score: 0%

General Questions