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Report For Yensy Realegeno at New Carrollton Woods

Report For Yensy Realegeno at New Carrollton Woods

0%
Current Score
83.58%
Average Score
  • 84%
    07-07-2020
  • 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?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?:

Yancy answered the telephone with “Hello, thank you for calling New Carrollton Woods, this is Yancy speaking”. She asked for my name and then my telephone number. Yancy used my name at least once during our conversation. Yancy's welcome was warm and friendly. She seemed welcoming on the phone.

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

Yensy asked me how many bedrooms I needed and when I was looking to move. She didn't ask me a price range; However, she did give me the prices ranges for a one- and two- bedroom apartment. She started speaking fast so I had to ask her to slow down so I can write down what she was saying. She also told me what was included in the rent. She asked me for the number of occupants and how I heard about them. She asked me about pets and proceeded to tell me they don't take pets. She asked for my email address so she could send me some pictures of the apartments so I can get an idea of what they looked like.

She did not ask for my apartment preferences. She did not ask the reason for my move during the telephone conversation.

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.).No0/4
  • 18. Did the Leasing Professional describe community features, benefits, and/or amenities?No0/4
  • 19. Did the Leasing Professional create a sense of urgency?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: 7/22
    7
    31.82

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

As soon as I told Yensy asked me for my apartment size she immediately began quoting me rates very rapidly. I had to slow her down so I could process what was telling me. Yensy did not ask me about what I was looking for in an apartment. We did not go over the apartment amenities nor community features on the phone.

I did not feel a sense of urgency from Yensy during our conversation. She remained calm and listened to see if I had any questions she could answer.

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.) :

The onsite tour was set within the hour of the call so there was no reason to send me a confirmation email as an appointment reminder.

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.) :

Yensy did take my phone number and email address.

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?No0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

I entered the leasing office and I was greeted by Yensy. She welcomed me into the office and she verified my name, apartment size requested, and the number of occupants living in the apartment. She updated the guest card with the correct information to make sure she had asked all of the right questions. The office was very clean and had social distancing markings on the floor and reminders on the door to wear your masks. Yensy and I wore masks through our discussion and her voice seemed as though she had a smile on her face. I was very appreciative that she took the time to make sure she was pronouncing and spelling my name correctly. Sometimes I found it hard to hear her because of the telephone ringing and the other salesperson in the next room.

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?N/A1/1
  • 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 :

As I sat with Yensy in the office she verified the apartment size I was interested in. I told her I would look at both the one- or two-bedroom apartment depending on the cost. She informed me that the one- bedroom apartment would not be available until the middle of September. She went on to explain that there are a few two- bedrooms available for rent because they have more options. Yensy did not confirm my price range but provided me with the prices for the apartment sizes I requested and let me decide from there. We did not discuss pets again because she told me that they do not accept pets on the premises during our phone call. During our discussion of the two-bedroom apartments she told me there were three styles and she would be able to show me. She did not ask any of my specific apartment needs or preferences I may have besides the desired amount of rooms.

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. 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: 36/36
    36
    100

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

Yensy provided me with shoe socks when we walked over to the one-bedroom apartment so that we could walk through the apartment and not mess up the floor and carpeting. As we walked through the first apartment Yensy, informed me that I would pay for the electric and the company pays for the gas and water.

She walked me through the apartment showing me the following features such as the large closets, kitchen, storage within the kitchen, and the patio on the back of the apartment. She also informed me that they do pest control once a week and right before you move-in.

I did express my concerns about living on the first floor and asked about community safety. Yensy informed me that they have a patrol unit that ride around the grounds at night and the place has been relatively quiet. She also informed me that there is a police station right next door and maybe that also helps to deter crime. The apartment did have a safety lock bar for the sliding glass door.

On our way to the two-bedroom apartment, Yensy pointed out that mail is not held in the office so if you are having packages delivered, they will be left at your front door. When I walked into the two- bedroom apartment, I was impressed. Yensy pointed out the high ceilings and stated that most people love that feature of the apartment. We spoke about the differences between the one-bedroom and the two-bedroom, the kitchen size and closets were bigger in the one-bedroom. She pointed out the Den which could be used as an office space, or room. We left the two-bedroom apartment with me leaning towards a one-bedroom apartment even though it was on the first floor.

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?No0/0
  • 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.)Yes2/2
  • 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?Yes4/4
  • 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.):

As we left the 2nd apartment Yensy probed me to see if which type of apartment I preferred. She really wanted me to apply today but I told her I would like to go to visit a few other places before making a final decision. Yensy told me don't wait too long because the apartments can also be rented online. So, if someone put in their application before me, I can lose the rental. I enjoyed walking the property with Yensy and she was very pleasant. I would rent an apartment from Yensy based on my conversation and observation of the community so points given for #5.

Yensy said she looked forward to hearing back from me but she did not ask if she could follow-up with me.

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).:

I asked Yensy if this was a family friendly community and she explained there are lots of families that live here. She said everyone is nice and friendly.

Follow Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?No0/10
  •  Total: 0/10
    0
    0

Comments:

No I didn't receive a telephone call or follow-up email from Yensy after the visit.

Performance Evaluation

Total Phone Score: 79%
On Site Score: 88%
Total Score: 0%

General Questions