Top

Report For Angela McKinney at The Townhomes at Rivers Gate

Report For Angela McKinney at The Townhomes at Rivers Gate

0%
Current Score
48.58%
Average Score
  • 43%
    10-14-2019
  • 54%
    11-25-2019
  • 25%50%75%100%

Performance Evaluations

Telephone Greeting

  • Was the greeting friendly and professional?Yes5/5
  • Was the phone call initiated with the name of the property?Yes5/5
  • Did the leasing consultant introduce themselves by name?Yes5/5
  • Did the leasing consultant ask you for your name?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Angela answered the phone professionally. She didn't take charge of the call.
She was friendly enough. It just could have been more engaging. She asked if I had any questions but she hardly asked me anything.

Telephone Qualifying

  • Did the leasing consultant identify the apartment size needed?No0/3
  • Did the leasing consultant identify the date of need?No0/3
  • Did the leasing consultant ask the number of occupants?No0/2
  • Did the leasing consultant qualify for pets?No0/2
  • Did the leasing consultant identify your reason for moving?No0/1
  • Did the leasing consultant ask how you heard of the property?Yes2/2
  •  Total: 2/13
    2
    15.38

Comment (You must provide a brief summary under each category. This section is mandatory.):

Angela answered with the name of the community and she introduced herself. She had a professional voice. I told her I was apartment shopping. There was a pause and she asked, “how can I help you?” I was taken back by that question. I asked her “how she could help me?” We laughed and she then took control of the conversation.

She told me they were a town-home and the rents start at $1,000. She said they do have vacancies. She asked how I heard about them. Angela went on to tell me they are across the street from an elementary school if I had children. I had to ask her if she wanted to know if I had any children. I told her I did not have small children. She told me the town-homes were renovated with washer and dryers. She went on to mention the fitness room. She paused and asked me if I needed to ask her any questions. I said I was just listening as she described the community.

I asked if they had a dishwasher and how close they were to the bus stop. I asked how many bedrooms. She said they were two-bedroom town-homes and they were pet friendly. She said they are close the shopping centers.

Angela asked for my name and my phone number. She re-introduced herself and invited me in for a tour. We agreed on a time and date. She asked if I needed the address and she gave it to me. I told her I was on Google now checking out the community. Angela confirmed their website address.

She confirmed our appointment and wish me a goodbye.

This call was awkward. Angela struggled to find what to say. She awkwardly described the community and she did not ask me the Qualifying questions. She did not ask any of the Discovery questions. She was pleasant and friendly but I felt she needed more training. She did not lead the phone conversation.

Telephone Discovery

  • Did the leasing consultant ask if it would be okay if they asked you a few more questions to help find you the best home?No0/5
  • Did the leasing consultant ask you what features are most important to you in your apartment home?No0/5
  • Did the leasing consultant ask what features/amenities are important to you in your community?No0/5
  • Did the leasing consultant ask if you had looked at the community online?No0/5
  • If you were asked whether you had looked at the community online, did they ask if there were specific floor plans and features/amenities that interested you?N/A5/5
  • Did the leasing consultant ask if you had a preference in location (for example: floor level, view, sunlight, etc.) for your apartment home?No0/5
  • Did the leasing consultant ask what interests you about the local area?No0/5
  • Did the leasing consultant ask you "what else" or encourage you to expand on any of your answers?No0/5
  •  Total: 5/40
    5
    12.5

Phone Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

Going by the telephone conversation, she did NOT do any of these things. I told her that I was on Google when I found the property and then she said the website.

Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.N/A5/5
  • If the price was quoted, were you asked, "How does that fit with what you were looking to pay? Is it a similar price?" If the price was not mentioned, please answer NA. No0/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.No0/3
  •  Total: 5/10
    5
    50

Comment (You must provide a brief summary under each category. This section is mandatory.):

Angela did say the price starting from $1,000. She did say they are town-homes. She didn't ask if the price would fit in with my budget. She did not quote utilities. Although she did bring up the fitness center on her own, she didn't mention any value-added benefits.

Telephone Invitation and Directions

  • Were you invited to visit the property?Yes5/5
  • Were you asked for a convenient time for an appointment?Yes5/5
  • Were you asked if you were familiar with the location?Yes2/2
  • Were you offered directions or information to help you find the community? Answer NA if you told the leasing consultant that you were familiar with the location.N/A2/2
  •  Total: 14/14
    14
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Angela did invite me to the property and even allowed me to change it from the 11:00 AM to 12:00 PM on Monday, 11/25/2019. She asked if I was familiar with the location and I did say that I am.

Telephone Closing Comments

  • Was your appointment time repeated back to you?Yes4/4
  • Were you asked for your phone number AND email address?Yes4/4
  • Were you thanked for calling and given a friendly "good-bye"?Yes2/2
  •  Total: 10/10
    10
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Angela did repeat the time for me. She asked for my phone number and did call back and asked for my email address. She did thank me for the call and gave me a nice friendly good-bye.

Telephone Professionalism

  • Was a sense of rapport created?Yes2/2
  • Did the leasing consultant control the conversation with finesse?No0/2
  • Was the presentation natural, not canned?No0/2
  • Did the leasing consultant use your name during the call?Yes2/2
  • Were all of your questions answered to your satisfaction?Yes2/2
  •  Total: 6/10
    6
    60

Comment (You must provide a brief summary under each category. This section is mandatory.):

Angela was pleasant and professional but she struggled to ask me any questions during this call. There were several awkward moments of silence where I waited for her to lead the conversation. She did not seem comfortable asking me the Qualifying and/or Discovery questions. In my opinion there was no sense of rapport created. The presentation wasn't a natural flow. The questions that I asked were answered. I gave her plenty of time to ask me more questions and she did not.

Celebrating the Arrival

  • Did the leasing consultant immediately smile and stand to greet you in a friendly manner? If the leasing consultant was already standing, or busy assisting someone at the desk (in person or on the phone), please answer yes. Yes5/5
  • Did the leasing consultant introduce themselves to you and ask your name?Yes5/5
  • Did the leasing consultant demonstrate an eagerness to help you?Yes5/5
  • Did the leasing consultant ask permission to review your needs?No0/5
  •  Total: 15/20
    15
    75

Comment (You must provide a brief summary under each category. This section is mandatory.):

Angela was more than eager to be of assistance. She didn't however, ask permission to review my needs.

I entered the sales office. Angela was sitting at her desk with someone. She said come on in and how can I help you. I said I was looking for Angela. She said, “hi, I am Angie” and she paused. I said I was Janelle. She seemed to remember our phone conversation and she perked up. At that point she got up and shook my hand. She asked me to give her a minute and she finished with the other person she was with.

Angela then asked if I was there for a tour. She asked me if I was familiar with the area. I told her I thought I was. She took me immediately on a tour of the model. She never asked if she could review any questions with me.

Onsite Qualifying

  • Was a guest card (or similar) reviewed during your visit?No0/2
  • Was your date of need reviewed?No0/2
  • Was the apartment size you needed reviewed?No0/2
  • Was the number of occupants reviewed?Yes2/2
  • Was your reason for moving reviewed?No0/1
  • Was your place of employment or occupation reviewed?No0/2
  • Was whether or not you had pets reviewed?Yes1/1
  •  Total: 3/12
    3
    25

Comment (You must provide a brief summary under each category. This section is mandatory.):

Angela was super friendly; However, the questions she received credit for were only after I brought them up in conversation.

Onsite Discovery

  • Were the features you stated were most important to you in your apartment home reviewed?Yes5/5
  • Were the features/amenities you stated were most important to you in your community reviewed?Yes5/5
  • "Were the specific floor plans/community features that interested you online reviewed? Answer NA if you did not say there was a specific floor plan or feature that interested you."N/A5/5
  • Was your preference in location (for example: floor level, view, sunlight, etc.) for your apartment home reviewed?N/A0/5
  • Were your favorite things about where you currently live reviewed?No0/5
  • Were the things you would like to change about where you currently live reviewed?No0/5
  • Was what interested you about the local area reviewed?Yes5/5
  • Did the leasing consultant ask you "what else" or encourage you to clarify or expand on any of your answers?Yes5/5
  •  Total: 25/40
    25
    62.5

Onsite Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

None of the Discovery questions were answered.

The Tour

  • THE TOUR: Were you asked if you preferred to see the amenities first or the apartment home/model? Please answer the following question NA if there were no amenities or no model/home to tour.No0/2
  • Did the leasing consultant control the tour?Yes3/3
  • "Did the leasing consultant praise the onsite professional staff and Management Company? For example: leasing, landscaping, maintenance or security staff"No0/1
  • Did the leasing consultant tour all recreation areas and amenities you said were important to you?No0/3
  • Did the leasing consultant discuss property benefits that you said were important to you?No0/3
  • Did the leasing consultant discuss surrounding area benefits that you said were important to you?No0/2
  • Did the leasing consultant tour the model, vacant, or occupied apartment? Please answer NA if there were no available apartments to show.Yes3/3
  • Did the leasing consultant highlight the apartment features that you stated were important to you during the Discovery process?Yes3/3
  • "Was value added to price during the presentation? (For example: ""Membership to our fitness center is included in your rent, so you can cancel your gym membership and save yourself the monthly fee."")"No0/2
  •  Total: 9/22
    9
    40.91

Comment (You must provide a brief summary under each category. This section is mandatory.):

I entered the sales office. Angela was sitting at her desk with someone. She said come on in and how can I help you. I said I was looking for Angela. She said, “hi, I am Angie” and she paused. I said I was Janelle. She seemed to remember our phone conversation and she perked up. At that point she got up and shook my hand. She asked me to give her a minute and she finished with the other person she was with.

Angela then asked if I was there for a tour. She asked me if I was familiar with the area. I told her I thought I was. She took me immediately on a tour of the model. She never asked if she could review any questions with me. She said some of the units have fences and some do not. I asked her if I could walk out on the balcony and see. She asked if my daughter was moving in with me and I told her she is on her own. She walked me through the town-home model and pointed out features such as the closet space. We went upstairs and she pointed out the bathroom and closets.

She asked me who was coming with me and she told me anyone over 18 would have to pay the application fee of $40. She then told me they are having a security deposit special of $250 instead of $500 so it “kind of evens out”. She told me to that I would see that on the website when I applied. She asked if I had any questions. I asked about the fitness room and she said it is coming. She said they are waiting to have certain inspections. She never offered to show me. I had to ask about pets. She said they say no to Rottweilers and Pit Bulls. She told me the fee. I asked if they had residential events and she laughed and said, “all the time”. She said they are getting ready to have a Grand Re-Opening. She gave me a brochure with a business card. She explained I would have to go online and apply.

I asked to use the bathroom. She gave me napkins to use since they were out of toilet paper. The bathroom was clean. After that we said our goodbyes and I left.

Handling Objections

  • Did the leasing consultant accept and acknowledge your concern?N/A0/5
  • Did the leasing consultant ask you to clarify by saying something like, "Tell me what you mean by..."N/A5/5
  • Did the leasing consultant remind you that they want to help you find the apartment home that meets your needs but let you know the decision is yours? No0/5
  • Did the leasing consultant offer options?Yes5/5
  • Did the leasing consultant confirm they had handled your objection?N/A5/5
  •  Total: 15/25
    15
    60

Comment (You must provide a brief summary under each category. This section is mandatory.):

There weren't really any concerns. This was a quick tour. The options were that I was choosing a unit with a fence or no fence. Since she didn't ask me any questions there were no objections.

Closing

  • Was urgency created during the presentation?No0/5
  • Did the leasing consultant attempt a pre-close / review of features and benefits you stated were important to you and ask if there was anything they had missed?Yes5/5
  • Did the leasing consultant ask you to apply today?Yes5/5
  • "Did the leasing consultant attempt a second close after handling any follow up objections? Answer NA if you did not give any follow up objections."No0/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?No0/5
  •  Total: 10/25
    10
    40

Comment (You must provide a brief summary under each category. This section is mandatory.):

Angela used an assumptive close and said, "when I apply to go online". She did mention the security deposit special but she did not create a sense of urgency. She never reviewed what was available.

Onsite Professionalism

  • Was the leasing consultant enthusiastic?Yes4/4
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant create rapport during the presentation?Yes4/4
  • Was the leasing consultant polite and sincere?Yes2/2
  • Was the leasing consultant dressed appropriately?Yes2/2
  • Was your name used frequently during the presentation?Yes2/2
  • Did the leasing consultant try to discover your needs or desires throughout the presentation?No0/2
  • Did the leasing consultant introduce you to other staff or point them out if they were not within range to be introduced?No0/2
  •  Total: 16/20
    16
    80

Comment (You must provide a brief summary under each category. This section is mandatory.):

Overall, Angela's personality was the best thing about the presentation. She made no attempt to discover my needs nor did she introduce me to staff on the property. The onsite visit was just as awkward as the phone conversation. Angela was friendly and it was obvious she was just a nice person; However, she did not ask the qualifying and discovery questions. She seemed uncomfortable with asking me questions.

The onsite visit only lasted 7:44 minutes. I did not observe any guest card filled out.

Fair Housing Awareness

  • Did the leasing professional refrain from asking any discriminatory questions (based upon protected classes)?Yes5/5
  • Did the leasing professional refrain from steering you to a certain size unit or part of the community, building, or floor?Yes5/5
  • Did the leasing professional refrain from practicing any delay tactics that would frustrate a person from pursuing a rental?Yes5/5
  • Did the leasing professional supply rental information, such as rental rates?No0/5
  •  Total: 15/20
    15
    75

Comment (You must provide a brief summary under each category. This section is mandatory.):

Angela did really attempt to close me other than telling me I could apply online. She didn't review any rates with me. She did give me a brochure that showed only the floor plans. We never reviewed what she had available for me. Angela was nice but I would not have rented from her. I really know what was available to me before I left.

Follow Up - 24 hours

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?No0/10
  • Did the leasing consultant follow up again within 3 business days?No0/5
  •  Total: 0/15
    0
    0

Comment (You must provide a brief summary under each category. This section is mandatory.):

I did not receive a follow up call or email.

Performance Evaluation

Total Phone Score: 53%
On Site Score: 54%
Total Score: 0%

General Questions