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Report For Kishawna Gilmore at Park Crescent Apartments

Report For Kishawna Gilmore at Park Crescent Apartments

0%
Current Score
62.38%
Average Score
  • 62%
    7-6-2020
  • 25%50%75%100%

Performance Evaluations

Phone

  • Was the telephone answered promptly?Yes1/1
  • Did the leasing consultant answer by identifying him/herself and the community?Yes1/1
  • Was their voice pleasant and professional?Yes1/1
  • Did the leasing consultant ask for your name?Yes1/1
  • Did the leasing consultant use your name throughout the conversation?No0/1
  • Did the leasing consultant ask you how you heard about the community?Yes1/1
  • Did the leasing consultant request your phone number?Yes4/4
  • Did the leasing consultant ask your desired move in date?Yes1/1
  • Did the leasing consultant ask for the number of occupants?Yes1/1
  • Did the leasing consultant ask If you were looking for any special features or had any specific preferences in mind?No0/1
  • Did the leasing consultant ask if you needed directions to the community?Yes1/1
  • Did the leasing consultant ask what size apartment you were looking for?Yes1/1
  • Did the leasing consultant ask If you had a specific price range?Yes1/1
  • Did the leasing consultant ask If you had any pets? Yes1/1
  • Did the Leasing Consultant describe the apartment features?No0/1
  • Did the Leasing Consultant describe the community amenities or local area conveniences?No0/1
  • Was a specific apartment described that met your needs?Yes1/1
  • Were the apartment features described before a price was given?N/A1/1
  • Did the Leasing Consultant create a sense of urgency?Yes1/1
  • Did the Leasing Consultant attempt to set an appointment with you?Yes5/5
  • Did the Leasing Consultant leave a positive impression about him/herself and the community?Yes1/1
  • As a result of the conversation were you looking forward to visiting the community?Yes1/1
  •  Total: 25/29
    25
    86.21

Please describe the Leasing Consultant's telephone presentation including greeting (state the exact greeting), prices, features, amenities, and how they persuaded you to visit the community (Please write the phone narrative from beginning to the end of the conversation): :

Kishawna answered the phone promptly, identified herself and the community. On the phone, Kishawana was friendly but seemed a bit rushed. She asked a minimum of questions, such as what size apartment I needed, how many occupants, and if I had any pets. She describes the standard apartment features. She said the units have wall-to-wall carpeting, eat-in kitchen, and standard appliances. She listed the microwave, dishwasher, gas stove, and frost-free refrigerator.

Kishawna invited me for a self-guided tour. She put me on hold for 90 seconds to check the schedule. There was music in the background. She came back on to tell me she had a 10:30 AM available. She asked for my name, contact number and how I heard about them. I said I drove by. She asked when I was moving and if I had any pets. She said they are pet-friendly and she gave me the pet rate. She asked about the number of occupants. She said they have two different floor plans and they are both available for showing that same day. She explained that once I get to the property, I would get a property map and she will show me where the building is located to view the apartments.

Kishawna was friendly and professional. She focused on providing me information about the apartment and setting up the self-tour. She did not ask me any open-ended questions about what I was seeking in my new home and community.

Site Observation

  • Was the community easy to locate?Yes0/0
  • Were the community signs quickly visible?Yes0/0
  • Were there enough directional signs to easily find the leasing office?Yes0/0
  • Were the signs in good repair and attractive?Yes0/0
  • Did you find the property trash fee and neat?Yes0/0
  • Was the landscaping attractive?Yes0/0
  • Was there any trash of furniture around the dumpsters?No0/0
  • Was the leasing office neat and inviting?Yes0/0
  • Were refreshments made available?No0/0
  • Were building entries clean and free of clutter?Yes0/0
  • Did you notice any siding/trim, etc. which needed painting and repair?No0/0
  • Were laundry rooms neat and clean? Yes0/0
  • Were common areas pool/playground etc. well maintained?Yes0/0
  • Was your overall impression a positive one?Yes0/0
  •  Total: 0/0
    0
    NAN

Please explain your answers, if necessary, to the questions related to the site observation: :

The overall impression of the property was positive. It seemed clean and well kept. It also seemed like a very quiet place to live.

Greeting

  • Did the Leasing Consultant stand up to greet you with a smile and a handshake OR, if the Leasing Consultant was busy with someone else, did he/she acknowledge your presence and ask you to make yourself comfortable?N/A1/1
  • Was the Leasing Consultant dressed professionally?Yes0/0
  • Did the Leasing Consultant introduce him/herself to you?No0/1
  • Did the Leasing Consultant have a partially completed guest card available, fill one out to you, or invite you to fill one out?No0/1
  • Did the Leasing Consultant seem genuinely interested in helping you?No0/1
  •  Total: 1/4
    1
    25

Please describe how the Leasing Consultant interacted with you when you first arrived on-site? :

Kishawana was dressed in business casual with a company shirt and pants which appeared that this might be the company dress code. I knocked on the sales office door and was immediately greeted by Kishawana, "Are you the 10:30?" Despite the smile on her face, I thought that was a very cold way to address a future resident. She had my name and she could have used it to greet me.

Kishawana was obviously worried about having any contact with anyone because of COVID-19. She did not invite me into the sales office; Instead, she just handed me a paper and explained where the apartments marked were located to self-tour. She did not introduce herself to me. I did not observe any kind of guest card in my name nor did she have me fill one out. She did give me a brochure and her business card.

Overall, the initial greeting was distant. I did not feel valued upon first impression.


Qualifying

  • Did the Leasing Consultant ask or confirm how you heard about the community?Yes1/1
  • Did the Leasing Consultant ask or confirm your move-in date?Yes1/1
  • Did the Leasing Consultant ask or confirm number of occupants?Yes1/1
  • Did the Leasing Consultant ask or confirm special or specific features?No0/1
  • Did the Leasing Consultant ask or confirm your phone number?Yes1/1
  • Did the Leasing Consultant ask or confirm the size apartment you needed?Yes1/1
  • Did the Leasing Consultant ask or confirm your current address?N/A1/1
  • Did the Leasing Consultant ask or confirm why you are moving? No0/1
  •  Total: 6/8
    6
    75

Please describe the process used by the Leasing Consultant to uncover your needs by qualifying during the on-site presentation::

Kishawana asked me most of these questions over the phone so points given. She did not ask me if I wanted any specific features, nor did she try to find out where I currently lived or why I wanted to move.

Demonstration

  • Did you see a MODEL or a VACANT?Yes0/0
  • Was a convenient route taken to the vacant/model apartment? Yes2/2
  • Did the Leasing Consultant attempt to find out more about you while you walked to the vacant/model, during the presentation, or while reviewing floor plans?N/A2/2
  • Did the Leasing Consultant speak of the benefits concerning the Management Company?No0/2
  • Did the Leasing Consultant mention maintenance and their quick response?Yes2/2
  • Did he/she discuss or point out the amenities and facilities on the property or any area conveniences?No0/2
  • Were benefits or features in the apartment pointed out or discussed with you?Yes2/2
  • Was the presentation personalized by talking about your furniture/belongings and how they would fit in the apartment?N/A2/2
  • Did the Leasing Consultant spend enough time with you throughout the demonstration?No0/2
  • Were your objections overcome?No0/2
  • Was the vacant/model comfortable (lighting, temperature, clean)?Yes2/2
  •  Total: 12/20
    12
    60

Onsite Narrative (Please provide a detailed narrative of your visit and be specific. This is mandatory.):

I toured the vacant apartments alone as Kishawana said she was not allowed to walk through with customers because of COVID-19. When I arrived back at the sales office Kishawana answered the questions I had about the apartment so apartment features were discussed. She did not make any attempt to tell me anything about the community or ask me any questions about my apartment search. She did not talk about the management company, the surround area, convenient shopping or amenities.

After the tour I told Kishawana that I found the apartments to be small and she said that is all they have available. She made no attempt to sell me on the features and benefits of the available apartment to overcome my objection.

I felt my interaction with Kishawana was rushed as we talked at the doorway of the leasing office.

Closing

  • Did the Leasing Consultant invite you back to the office?Yes1/1
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process?Yes10/10
  • Did the Leasing Consultant confirm your move in date?Yes2/2
  • Did the Leasing Consultant mention any specials or incentives that were currently being offered?No0/3
  • Did the Leasing Consultant create a sense of urgency?Yes2/2
  • Did the Leasing Consultant ask you why you were not interested in renting today? No0/2
  • If you stated that you had other places to see, were you asked where else you wanted to look before making a decision?N/A1/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?N/A1/1
  • Were you given a brochure?Yes1/1
  • Were you give an application? Yes1/1
  • Did you feel that the leasing consultant was giving the sale his/her best effort?No0/2
  • Did the Leasing Consultant attempt to overcome your objections in regards to why you are not ready to lease today and close again?No0/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?No0/5
  •  Total: 19/35
    19
    54.29

Please briefly describe the Leasing Consultant's closing skills and techniques used ( This is a mandatory field. Be as specific as possible).:

Again, Kishawana seemed she was operating in fear of contact with anyone because of COVID-19. After the self-tour she did not invite me into the sales office; Instead I had to stand outside in the 90 plus degree heat and humidity which was very uncomfortable. She attempted to speak to me through the glass door window so I told her I was hard of hearing. She then stood outside the leasing office door and she answered my questions. She did describe what I needed to apply and that I could apply online. She did not ask me if I was interested in applying after the self-tour. She made no attempt to overcome my objection when I said the apartment seemed small. She just said, "that is all we have available".

Kishawana did not ask me any open-ended questions about my apartment search like where I currently lived, why I was moving, where else was I looking, how long had I been looking and so on. She did not tell me about any pricing specials.

Fair Housing/ Crime Supplement

  • Did the Leasing Consultant respond properly when you asked "What type of security do you have?" or "Is it safe here?"Yes0/0
  • Did the Leasing Consultant respond properly when you asked "What type of people live here?" Yes0/0
  • Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?No0/0
  •  Total: 0/0
    0
    NAN

Explain the Leasing Consultant's response to "What type of security do you have?" or "Is it safe here?" and "What type of people live here?" :

When asked if the property had security, the answer was a firm "no." But Kishawana did respond that they rent to anyone who qualified to live in this community. Nothing she said could have been perceived as discriminatory.

Follow-Up within 48 hours

  • Did the Leasing Professional follow up within 48 hours of your visit? No0/5
  •  Total: 0/5
    0
    0

Please explain what day and time your received a follow up. Did the Leasing Professional follow-up by email or phone call?:

Leasing office cannot follow up via email because Kishawana never asked for my email address. And she has not responded with a follow up via phone call at this time.

Performance Evaluation

Total Phone Score: 86%
On Site Score: 53%
Total Score: 0%

General Questions