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Report For Breona Lee at Villas at Rockville

Report For Breona Lee at Villas at Rockville

0%
Current Score
88.56%
Average Score
  • 89%
    9-2-2020
  • 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?:

Breona answered with the name of the community and she stated her name. She immediately asked me for my name and I told her Christina. She greeted me using my name in conversation. She politely and professional asked how she could help me. I told her I was looking for a townhome to rent.

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.) :

All the identifying needs were covered.

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?N/A3/3
  • 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.) :

Phone narrative: Breona answered with the name of the community and she stated her name. She immediately asked me for my name and I told her Christina. She greeted me using my name in conversation. She politely and professional asked how she could help me. I told her I was looking for a town-home to rent. She asked me how soon I needed to take possession of my new home and I told her at the end of September. She then used a transitional statement in order to ask me more questions - “do you mind if I can get some more information from you so I can better assist you?” I agreed. She asked for my first and last name. She asked if I was from the area or would I be relocating. I said I would be relocating from Baltimore. She confirmed my phone number and she asked for my email address. I spelled it out for her and she said it back to me to make sure she had the correct spelling. She asked me how I heard about them and I told her I found their website. She asked me for a specific move date and I told her the 3rd week in September. She asked about the number of occupants and if I was bringing any pets. She said they were pet friendly. She quoted me a price and she gave me the square footage of a vacant she had available.

Breona reviewed the community amenities and the ease of public transportation. She asked me if I would be commuting back and forth to Baltimore. I told her I would be working locally since I had a job offer in the DC area. She invited me in for a tour. We decided on Wednesday, 9/2 at 10:00 AM. She asked me if I knew where they were located. She encouraged me to go to the website and look at the floor plans. She told me to call back if I had any more questions.

Before we hung up, Breona asked me if there were any particular features I was seeking in my new home. I told I assumed a washer and dryer was in the home and she confirmed that it was. I then asked when the community was built indicating that I wanted something updated. She said the home she would be showing me is partially updated but if I was willing to be flexible with my budget then we could consider other options. She sold the fact that they have a well-built community with a brick exterior and concrete foundation. Since they were built in 1968, I asked for the dates of renovations. She put me on hold to find out. She came back and she told me that she would show me the most updated available homes. She asked if I had any more questions. We said our friendly goodbyes and the call ended.

Breona was very thorough with identifying my needs and demonstrating the features of the community and town-home; However, I didn't feel a sense of urgency. No specials were mentioned or discussion on limited inventory.

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? No0/4
  • 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: 8/12
    8
    66.67

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

Breona invited me in for a tour and we set a specific day and time. She did ask me to review the floor plans on the website.

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.) :

Breona did ask for both 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?No0/5
  • 4. Did leasing consultant practice social distancing?Yes1/1
  • 5. Was personal protective equipment offered to you as the prospect?Yes0/0
  •  Total: 11/16
    11
    68.75

Comments (Please explain in detail your experience.):

I entered the leasing office and I said I was there for a tour with Breona. Breona introduced herself in a very friendly and inviting tone. She remembered our phone call and she reiterated our appointment time. She asked me to sign in. There was a courtesy table with plenty of face masks and hand sanitizer. Breona recapped that I wanted a two bedroom and she gathered the keys and asked me to follow her to the vacant. She gave me a brochure and she pointed out what was in the brochure highlighting the floor plans and community map. As she recapped what she would be showing me I asked if it was renovated and she said it was not recently. I felt she had forgotten that we had discussed I was seeking something completely renovated. She did say their inventory had changed since we spoke on the phone and she checked to see what she had that was the most recent renovation in a two bedroom. She had me sit in the club room as she gathered more information on the renovated town-homes. As I waited, I used the bathroom. The bathroom was clean.

Breona did not ask for my ID before the tour. It was never discussed.

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 :

After Breona greeted me, she confirmed the size apartment that I needed and what we would view. I reminded her that I wanted a renovated apartment. She seemed to have forgotten from our phone conversation. She invited to have a seat in the club room while she re-grouped and checked the availability for renovated vacants to show me. We discussed most of these Identifying Needs during the tour.

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 Professional 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 Professional 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.):

Breona came back to the club room where I was sitting with the keys of two recent renovated townhomes. She presented what we would see and off we went to begin the tour. She showed me the gym first and pointed out the Tide Lockers for laundry. She explained how the packages worked. She pointed to the pool and told me it was a salt water pool. She gave me the hours of operation.

As we walked to the vacant, Breona chatted with me about the commute and she shared her personal experience. We joked how difficult it was to breathe with the masks. She asked me what breed of dog I had and we discussed the breed restrictions. I found Breona to be very engaging in conversation. She asked me open ended questions as we walked. She shared her personal facts about her family which made her very relatable.

We entered the vacant, Breona walked me through each area and pointed out the features. She told me about the 24-hour maintenance and the online portal to submit a work order. She asked me how I liked it. She pointed out the closet space. She gave suggestions on how the furniture would fit. We then went to the 2nd vacant. We walked and chatted more. Rapport was built and Breona made me feel comfortable that my needs would be take care of if I became a resident. She told me I could pay extra and get reserved parking.

I mentioned how quiet it was in the community and she said It usually is a quiet community. We went to the renovated three-bedroom vacant. Breona walked me through each room and pointed out the features and she, again, gave suggestions how the furniture would fit.

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?Yes0/0
  • 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?N/A4/4
  • 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.):

At the end of the tour, Breona created a sense of urgency by telling me about the special. She did say the homes are “moving quickly”. She highly encouraged me to apply online. As we left the vacant another leasing agent was walking in with prospects so that created even more of an incentive.

We walked towards the leasing office and Breona explained the savings with the monthly special which created urgency. She asked me which vacant I liked the most and she recapped the highlights. Breona gave me her business card as I followed her back into the leasing office. She asked if I wanted to sit and apply now. I told her I had some more places to see. She thanked me for coming out to take the tour. She did not mention following up with me yet she told me not to hesitate to call her.

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 :

Breona did not discourage me leasing an apartment.

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:

Breona did not follow-up with an email nor a phone call.

Performance Evaluation

Total Phone Score: 94%
On Site Score: 83%
Total Score: 0%

General Questions