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Report For Kimberly Early at Cheverly Station

Report For Kimberly Early at Cheverly Station

0%
Current Score
76.99%
Average Score
  • 86%
    12-14-2020
  • 68%
    04-15-2019
  • 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.N/A1/1
  • 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/A1/1
  • 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 convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes5/5
  •  Total: 16/16
    16
    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?:

When I called to reach Kimberly on 12/14/2020 I told the agent that my boyfriend had called earlier in the month and spoke to her. I was told to call back in a few minutes and she would be back at her desk. When I called back the second time, I was transferred to her. It took about 2 minutes for her to answer the phone. As Kimberly answered the phone, she stated her name and asked how she could help me and started to assist me from that point. Kimberly sounded very friendly and professional and that gave me a good impression.

Telephone Identifying Needs

  • 1. Did the Leasing Professional determine apartment size?Yes3/3
  • 2. Did the Leasing Professional determine move-in date?Yes3/3
  • 3. Did the Leasing Professional determine if you had any pets?Yes3/3
  • 4. Did the Leasing Professional determine your price range?Yes3/3
  • 5. Did the Leasing Professional ask your reason for moving?No0/3
  •  Total: 12/15
    12
    80

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

Kimberly told me the pricing of the apartments. She described the appliances that come with the apartments. She mentioned the pet policy. She asked if I needed a one- or two- bedroom. My response was that I would need to look at both because of size as well because I wasn’t sure if my boyfriend would be coming along or not. Also, I told Kimberly that my move-in date would be within the next 30 days and I implied I was flexible. She never asked why I was moving until the on-site tour.

Telephone Demonstration

  • 1. 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
  • 2. Did the Leasing Professional create a sense of urgency?Yes2/2
  • 3. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?Yes0/0
  • 4. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 11/11
    11
    100

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

Kimberly made sure to ask me what size apartment I seeking as well as any apartment preferences I needed. I told her a dishwasher, washer and dryer, and a lot of closet space. She assured me that there was a dishwasher in unit as well as lots of closet space but there was no in-unit washer and dryer. She mentioned the laundry room onsite as well as there was a laundry mat close by.

Telephone Close

  • 1. 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
  • 2. 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? No0/0
  •  Total: 3/3
    3
    100

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

Kimberly invited me in for a tour and we set an appointment. She did ask if I needed the address. She took my email and said she would send me a confirmation but she did not.
After I arrived onsite for my tour, Kimberly apologized about forgetting to send an email over but she did once the on site visit was over.

Telephone Follow-Up

  • 1. Did the Leasing Professional ask for your telephone number? Yes8/8
  • 2. Did the Leasing Professional ask for your email?Yes8/8
  •  Total: 16/16
    16
    100

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

Kimberly got both my email and phone number over the phone.

Onsite Greeting

  • 1. 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
  • 2. Was the Leasing Professional prepared for your visit based on the information gathered from you during the phone call?Yes5/5
  • 3. Did leasing consultant practice social distancing?Yes1/1
  • 4. Was personal protective equipment offered to you as the prospect?No0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

When I walked into the leasing office, I stood by the door to follow there Covid rule that was posted. Once Kimberly finished up her phone call she then asked how she could help me in a very friendly manner. I told her I had an appointment with Kimberly and she asked if I was Zena. She stayed seated in her chair behind her desk rather than standing to greet me.

She was fully prepared for our meeting she had me sit at her desk maintaining six foot distance. I was wearing my mask.

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 price range or budget?Yes1/1
  • 4. Did the Leasing Professional confirm if you have any pets?Yes1/1
  • 5. Did the Leasing Professional discuss the floor plans creatively describing features of the apartment?Yes3/3
  • 6. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes4/4
  •  Total: 11/11
    11
    100

Comments on the Identifying Needs :

As I sat with Kimberly as her desk we went over size, pricing, the floor plans. She asked for my driver's license then asked me what I was driving and she told me to follow her and we started 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 of the apartment? (Please explain in the comment box at the end of the section.)Yes4/4
  • 5. Did the Leasing Professional discuss 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. No0/1
  • 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 appear knowledgeable about the community?Yes2/2
  • 9. Did the Leasing Professional point out advantages you stated were important to you?Yes3/3
  • 10. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 33/34
    33
    97.06

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

Kimberly walked me through two different apartments. While in the apartment she allowed me to walk around myself as she stood back and talked about the flooring, cabinets, and bathroom. She told me that there was different flooring colors and cabinets so she explained the differences between the one I was looking viewing and what is coming available.

As I walked into the bathroom, I could tell it had not been cleaned because of the hair on the floor. As I walked into the bedroom, she had pointed out the huge amount of closet space. I also had asked Kimberly if there were leaks in the apartments because as I was touring there was a ton of cracks in the drywall. She told me, “they may have leaks mainly on the first floor”. She assured me if there was a leak that happened in my apartment then the maintenance crew would come out and fix it. I was definitely turned off by that interaction over a leaky apartment.

As we drove to the two- bedroom apartments, Kimberly stopped to show me the gym and the pool. She also showed me where I would take my trash as well the laundry room within the apartment building.

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. Yes9/9
  • 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?N/A0/15
  • 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.)No0/0
  • 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?Yes4/4
  •  Total: 13/32
    13
    40.63

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.):

Kimberly is a very outgoing and engaging person so if I based my decision solely on her presentation I would have leased an apartment; However, the apartment I saw did not show well and I would not have leased based on what I observed. The cracks in the drywall and hearing there could be leaks definitely turned me off.

She was very into why I was moving from Delaware and what was bringing me to Maryland. I found out that her friend had a summer home where I lived in Delaware my whole life and she loved to visit that area.

When we arrived back at the office, Kimberly asked me if I would like to start application process and I declined because I told her I was looking also at Overland Gardens. She assured me that the closet space wouldn’t be as big there but I would have the washer and dryer in unit and so she understood.

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).:

asked if there was a lot of kids in the building because sometimes my niece comes and stays with me for a night. She said responded nicely that she cannot talk about others that live in the community. I asked if there were any car break-ins because in Delaware where I lived, I never locked my car nor home. She explained there are security cops that patrol the apartment complex at night and told me the name and I could look them up for the exact hours they patrol.

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:

Good evening Ms. Lowman,

It was a pleasure meeting you today. I hope that you enjoyed your tour and that I was able to answer every question and concern that you may have had. Please keep in mind, I do have a few one & two bedrooms available however they may not be available for long. In case I did not mention it during your tour, we have a really great special, where if you apply and move in before the 31st of this month, we will give you $250 off of February's rent. As a reminder, for your added convenience, you can apply online at www.cheverlystation.com. Please do not hesitate to call or email me anytime should you have any additional questions or concerns. I appreciate your time, and hope to work with you soon.



Kimberly A. Early
Sales Consultant
Cheverly Station Apartments
Kearly@rossmgtservices.com
301.773.0200 phone
301.322.7135 fax

Dear Zena,
Thank you for touring Cheverly Station! We loved getting the opportunity to meet you and hope you will make Cheverly Station your new home! To register and apply please click on the link https://cheverlystation.securecafe.com/onlineleasing/cheverly-station/guestlogin.aspx
Cheverly Station

Performance Evaluation

Total Phone Score: 95%
On Site Score: 81%
Total Score: 0%

General Questions