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Report For Kataya Thompson at Villas at Rockville

Report For Kataya Thompson at Villas at Rockville

0%
Current Score
94.53%
Average Score
  • 95%
    7-8-2020
  • 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?:

Preface: The phone call was re-done by a 2nd shopper since the 1st shopper spoke with Shaun on the phone and then was handed off to Kataya onsite.

After the 1st ring... Kataya answered with the name of the community and she stated her name. She immediately asked me for my name. I told her this is Karen. I said I was interested in a two- or three-bedroom town-home. She asked when I was looking to move and I told her the end of August. She asked me how I heard about them. I told her I Googled the area of Rockville and found their website. She said she would have a two-bedroom available around August 13th. She gave me the price and square footage. She said they are very large. Kataya described what came with the townhome such as the washer and dryer and extra storage space. She asked how many occupants and I told her two people and a dog. She said they are pet friendly and she asked me what type of dog I had. I told her I had a Border Collie/Pointer mix and we talked about the weight restriction.

She gave me suggestions what I could use the 2nd bedroom for. She asked where I was currently living. I told her I was coming from Baltimore. She asked me if there were any special features I was seeking. I asked if they had a pool and she described all the community amenities. She said she didn’t have the two- bedroom to show me but she could show me a three- bedroom. Kataya invited me in for a tour and we discussed a tour for the following day. She asked for my email, phone number, and last name. She said she would follow-up with me via email and she did (see attached).

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.) :

Kataya took her time and she asked me all the qualifying question with the exception of why I was moving from the Baltimore area.

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?Yes2/2
  • 20. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?N/A3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 22/22
    22
    100

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

Kataya talked about the apartment and community amenities . She did create some urgency because there are only two units available right now. She did not mention anything about precautions taken for Covid-19 as we discussed setting an appointment. There was no need for a virtual tour since I was meeting her in person.

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.) :

Kataya asked me for an email address (along with my phone number) so that she could send me some information prior to my visit to the community. She did follow up some information on the community.

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.) :

Kataya made sure she got my information (email and phone number) so she could stay in touch. She promised to email me information about the community and apartments and she did.

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 arrived at the leasing office and Kataya was prepared and ready to welcome me. She presented herself professionally both in the way she spoke and the way she was dressed. She was dressed impeccably in dress slacks and a beautiful blouse and her hair and makeup where very pretty. She looked as though she was representing a quality product in the home she was representing. Kataya welcomed me as I walked into the office. She was ready for me to fill out a guest card and she practiced social distancing by staying six feet away from me as well as wearing a mask. She also had hand sanitizer and extra masks available. Kataya went over some preliminary information and the accompanied me on a tour of a town-home that was available. Kataya was very personable and easy to interact with.

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 :

Before we left for the tour, Kataya went over what I was looking for in my new home. Kataya had information that I was looking for a two-bedroom townhome. Kataya went over the floorplans, describing the benefits and differences in the floor plans. She asked if I had any specific needs and I replied that I would love to have my own washer and dryer. Kataya was happy to tell me that these floorplans did included a full-size washer and dryer. She confirmed that I did not currently have a pet and then went over the regulations of having a pet in this community if I were to bring one in at a later time.

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.):

Kataya walked me through a two-bedroom townhome vacant. Although this unit was not available for move-in, Kataya explained that the home she has available had been upgraded with recessed lighting and the kitchen was more open to the family room. Because this unit is currently having countertops put in, we could not tour the actual townhome, but Kataya painted a nice picture of how it would look. She also showed me pictures of the upgrades that she had on her phone. We walked through at an even pace, Kataya letting me take my time looking at everything. She did ask me what I thought and how I liked what I was seeing so I attribute this question to an early closing question yet she never asked me about directly applying at the end of the tour. We had a nice conversation where she learned a little about me, all the while talking about the attributes of the apartments and townhomes in this community.

I asked about security, as I work very late some nights. Although this community does not have security on-site, Kataya pointed the parking is well lit at night.

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.)Yes2/2
  • 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?N/A2/2
  •  Total: 19/27
    19
    70.37

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.):

Kataya did mention that sometimes they run specials, but had nothing going on at this time. There really was not any urgency in renting the apartment today, nor did Kataya ask me to apply that day. She did give me a paper application. She did say she would follow up with an email which she did but I never received a phone call.

Even though Kataya did nothing to close the deal that same day, I thought this was a great visit and will be memorable to me because of Kataya's professionalism. She seemed to want to help me find the apartment that would perfectly fit my needs. She was easy to talk to and made me feel very comfortable as a future resident of the community.

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 (Please tell us about the responses to the Fair Housing questions).:

Kataya was very professional and when I asked if there were any town-homes available that were located in a quiet part of the community since I work from home some days, she politely answered she could not talk about who lives in the community and where they live.

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:

Kataya did follow up with an email that same day but she did not call me.

Performance Evaluation

Total Phone Score: 97%
On Site Score: 92%
Total Score: 0%

General Questions