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Report For Kristen Koritzer at JOB#: 0330202628 | Property: Northwood Ridge | Client: Continental Realty

Report For Kristen Koritzer at JOB#: 0330202628 | Property: Northwood Ridge | Client: Continental Realty

0%
Current Score
33%
Average Score
  • 33%
    3-31-2020
  • 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?No0/5
  • 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)No0/3
  • 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: 20/28
    20
    71.43

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?:

My 1st call was at 9:17 AM on 3/31/2020. I left a message and no one called me back within 2 hours (see attached at bottom of report). I called again at 12:21 PM on 3/31/2020.

After the 3rd ring… Kristen answered stating the name of the community and she introduced herself. I said I was calling to check on the availability of their apartments. Kristen asked for my name towards the end of the conversation so she did not use it during the conversation. I was looking online at their community and she clarified that it was the community website.

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?No0/3
  • 12. Did the Leasing Professional determine if you had any pets?No0/3
  • 13. Did the Leasing Professional determine your price range?N/A3/3
  • 14. Did the Leasing Professional determine specific preferences (i.e. w/d connections, up/downstairs, fireplace)?No0/3
  • 15. Did the Leasing Professional ask your reason for moving?No0/3
  •  Total: 9/21
    9
    42.86

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

We did not discuss price; However, I was on the website with the price range listed so points given. Kristen did not ask me why I was moving or how many people would be moving with me. I focused on the renovated floor plans but she did not confirm that was my priority nor did she ask me anything about my apartment or community preferences.

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?").No0/5
  • 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?No0/4
  • 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?Yes3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 11/22
    11
    50

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

After the 3rd ring… Kristen answered stating the name of the community and she introduced herself. I said I was calling to check on the availability of their apartments. She asked me how soon I was looking to move and I told her the 2nd or 3rd week in April. She asked me what size apartment and I told her I needed at least 700 square feet and she said her biggest one bedroom was 622 square feet. She asked me if that was OK. I said it would be. She asked me if I was on their website. I asked about the one and den. She recommended one of the floor plans with a private entry in the same courtyard as the town-homes. Kristen jumped on the website to discuss the floor plans I was viewing. She told me the latest I could move in would be April 14th. I asked if they were renovated and she said they were not the latest renovation. She described the amenities in each unit such as the color cabinets and counter-top. She offered me to send me some pictures and she pointed out the picture in the Gallery on the website which was helpful. She said the carpet was a grey color. I said I wasn’t crazy about the grey carpet and Kristen offered to send me some pictures and a video of the actual unit. She asked for my first/last name and phone number. She asked me if I was interested in applying for the home. I said I would like to see it first. She said she would send me the link to apply and she mentioned the application fee. I clarified what floor plan it would be and she confirmed the floor plan. I asked her to repeat her name.

Telephone Close

  • 22. Did the Leasing Professional attempt to schedule a specific time for a call back to give you a virtual tour? If a virtual tour was not scheduled then only fill out the telephone portion of this shop report. No0/3
  • 23. After you scheduled a virtual tour did a Leasing Professional follow-up with you within the same business day with an email confirming the virtual tour? N/A4/4
  • 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.) Yes5/5
  •  Total: 9/12
    9
    75

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

Kristen did not attempt to schedule another phone appointment with me to review what she had emailed me and gauge my interest before we hung up.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes10/10
  • 26. Did the Leasing Professional ask for your email?Yes4/4
  • 27. Did the Leasing Professional ask for your preferred method of contact?N/A3/3
  •  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.) :

Kristen asked for my phone number and email. After our call Kristen sent me a 2:07 minute video of the available apartment (see attached). It was clear, bright and very detailed with every room included. I acknowledged the use of email as a tool of communication so points given for #27.

Greeting/Virtual Tour

  • 1. Did the Leasing Professional call you at the set appointment of your virtual tour?N/A0/5
  • 2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?N/A0/5
  • 3. Was the Leasing Professional prepared for the virtual tour based on the information gathered from you during the phone call?N/A0/5
  •  Total: 0/15
    0
    0

Identifying Needs/Virtual Tour

  • 1. Did the Leasing Professional confirm size of apartment you needed?N/A0/1
  • 2. Did the Leasing Professional confirm your move-in date?N/A0/1
  • 3. Did the Leasing Professional confirm number of occupants?N/A0/1
  • 4. Did the Leasing Professional confirm price range or budget?N/A0/1
  • 5. Did the Leasing Professional confirm if you have any pets?N/A0/1
  • 6. Did the Leasing Professional discuss the floor plans creatively describing features and benefits of the apartment?N/A0/3
  • 7. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?N/A0/4
  •  Total: 0/12
    0
    0

Demonstrating/Virtual Tour

  • 1. Did the Leasing Professional virtually walk you through a model or a vacant at a steady and desirable pace?N/A0/4
  • 2. Did the Leasing Professional try to learn more about you throughout the tour by actively involving you in conversation?N/A0/4
  • 3. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?N/A0/5
  • 4. Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)N/A0/4
  • 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.)N/A0/4
  • 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. N/A0/1
  • 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. N/A0/4
  • 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. N/A0/2
  • 9. Did the Leasing Professional appear knowledgeable about the community?N/A0/2
  • 10. Did the Leasing Professional point out advantages you stated were important to you?N/A0/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?N/A0/3
  •  Total: 0/36
    0
    0

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. N/A0/2
  • 2. Did the Leasing Professional mention current specials?N/A0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?N/A0/5
  • 4. Based on the Leasing Professional's presentation, would you have leased an apartment?N/A0/8
  • 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.)N/A0/2
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?N/A0/4
  • 7. Did the Leasing Professional attempt to close on you more than once?N/A0/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?N/A0/2
  •  Total: 0/27
    0
    0

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? Please Select0/0
  •  Total: 0/0
    0
    NAN

Follow Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?Please Select0/10
  •  Total: 0/10
    0
    0

Performance Evaluation

Total Phone Score: 66%
On Site Score: 0%
Total Score: 0%

General Questions