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Report For Courtney Phillip at The Mt Royal

Report For Courtney Phillip at The Mt Royal

0%
Current Score
75.62%
Average Score
  • 76%
    6-22-2020
  • 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)No0/3
  • 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?No0/3
  •  Total: 22/28
    22
    78.57

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?:

Courtney answered the phone with "Thank you for calling the Mt. Royal Apartments, this is Courtney speaking. Who do I have the pleasure of assisting today?"

He asked me why I was moving but did not ask how I had heard of them; he did not use my name during the conversation.

He was friendly and sounded willing to help me.

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?No0/3
  • 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)?No0/3
  • 15. Did the Leasing Professional ask your reason for moving?Yes3/3
  •  Total: 15/21
    15
    71.43

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

Courtney did not ask me how many people were moving but he did ask why I was moving and if I would be bringing a vehicle or any pets with me. He gave me options of parking lots and their prices. Also, he gave me their pet policy as far as rent and security only. He did give me the floor level of an apartment available and the price and asked if that was acceptable. He did not ask if I was looking for anything specific in an apartment, although he did tell me the apartments had washers and dryers in them. He gave me several options of apartments by name, square footage, prices and described the price differences in the upgrades depending on cabinet finishes. He provided me a lot of information more so than asking me my preferences.

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?").No0/5
  • 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: 15/22
    15
    68.18

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

Courtney didn't ask if I had a floor preference, or other features in an apartment during the call. He stayed focused on telling me what they had instead of what I was seeking.

He told me they had washers and dryers in the apartments but no other features. He told me of an apartment available on the 7th floor and wanted to know if the price would interest me. He told me of their current special of 75% off the rent for two months if I signed a lease by the end of the month.

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? N/A4/4
  • 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.) Yes5/5
  •  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.) :

Courtney told me they were offering physical tours and asked when I would like to visit. He gave me their hours and told me of their current policy of required face masks. Courtney did not ask me for contact information so he was not able to follow up with me; However, we made an appointment for only two hours later.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? No0/13
  • 26. Did the Leasing Professional ask for your email?No0/4
  •  Total: 0/17
    0
    0

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

Courtney did not ask me for any contact information during the call.

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.):

Courtney was standing with a co-worker when I entered the office, I was greeted by both agents. I told them I had an appointment, Courtney acknowledged it and went to his desk, I sat down. Both were wearing their masks. Courtney told me over the phone that if I did not have one, one would be offered to me upon arrival.

He asked for my email address but not my phone number. He said he had gotten my phone number from my call. I suspect he had caller ID since I did not give him my number.

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?No0/1
  • 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: 11/12
    11
    91.67

Comments on the Identifying Needs :

Courtney confirmed that I was interested in a one-bedroom and my move-in date. He asked if it was just me moving and whether I had a dog or a cat. He had told me the pet policy over the phone but did not elaborate on size or breed restrictions; Although, he did ask what kind of dog I had.

Courtney showed me a number of apartment layouts/floor plans and discussed the differences of each. It was confusing and I thought we should just go see one. He asked if I thought they were acceptable, which is difficult to say seeing it on screen.

He asked if I had any preferences, and I mentioned that washer and dry was one but he had already told me they are included and a dishwasher also was important. He did not ask if I had a floor level in mind.

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.):

On our way to the first apartment Courtney asked me my dog's name and he seemed interested. He asked where in the city I had lived previously.

We entered the apartment, Courtney pointed out the washer and dryer, closets, and mentioned the spacious living area. He led me through each area of the apartments and was very thorough in his description.

He also showed me the mailbox and mail hub area. He mentioned outside laundry options. He also pointed out the community area that is free to use for residents. He gave me parking options and pricing. He pointed out the trash disposal chutes.

When I told him that the 7th floor was way too high, he assured me they had some closer to the street level. We viewed two vacant apartments. Courtney mentioned that there are nice views of the city from every vantage point. He also mentioned the local bus service available around the city.

Back at the office he asked if I had any questions.

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?No0/4
  • 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: 17/27
    17
    62.96

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.):

Although he didn't ask if I wanted to lease that day, he did give me options for leasing online or in-person. I would have leased an apartment from Courtney. He told me of an option for a one-bedroom and den that would be available to view soon and he asked if I would be interested. He made a note to contact me again.

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).:

When I asked Courtney about the demographics of the community he told me basically that anyone who qualifies is accepted. Also, I asked about safety and he told me that after hours someone monitors the parking lots and surrounding areas.

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 detailed email from Courtney later the same day I visited, mentioning utilities and reiterating prices of apartments available.

Performance Evaluation

Total Phone Score: 64%
On Site Score: 87%
Total Score: 0%

General Questions