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Report For Michelle Cruz at Parkway Apartments

Report For Michelle Cruz at Parkway Apartments

0%
Current Score
72.14%
Average Score
  • 56%
    7-30-2020
  • 89%
    10-09-2020
  • 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?No0/3
  •  Total: 25/28
    25
    89.29

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?:

Preface – The onsite shop was conducted on October 9, 2020 by Nick, shopper. Nick was unable to record the phone conversation so the phone shop was re-done by Kathy, shopper, on October 27, 2020

On Tuesday, October 27, 2020, I called Michele Cruz at PMC Property Group at Parkway Apartments in Philadelphia, PA. Shopper went by the name Kathy. Michele answered her phone on the second ring, "Good afternoon, PMC Property Group. This is Michele speaking. How may I help you?"

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?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?No0/3
  •  Total: 15/21
    15
    71.43

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

Michelle asked me all the Identifying Needs questions accept for the reason I was moving.

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?No0/4
  • 19. Did the Leasing Professional create a sense of urgency?Yes2/2
  • 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: 18/22
    18
    81.82

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

Michele answered her phone on the second ring, "Good afternoon, PMC Property Group. This is Michele speaking. How may I help you?" Kathy, "I was trying to find out if you had any availability at your apartments, I believe it is called Parkway right now?" Michele, "So I have the Parkway House and I have 2100 Parkway." Kathy, "I'm not sure. What's the difference?" Michele, "They are two separate locations. One is next to Whole Foods, which is Parkway House which is 2201 Pennsylvania Avenue. And then 2100 Parkway is across the parkway. The address is 230 North 21st Street." Kathy, "I think it is the 2100 Parkway."

Michele, "Okay. So over there we do have availability. Would you mind telling me your name?" Kathy, "Yes. My name is Kathy." Michele, "Hi Kathy. It's very nice speaking with you. Just give me a little bit more information like your move-in date and your budget." Kathy, "I am hoping to move sometime in November. Or I could push it to December if necessary. And what are your apartments running?" Michele, "So right now we do have some one-bedrooms on the lower level for $1,445. One for $1,595 on the second floor. I have a unit for $1,795. On the third floor there is one for $1,445. And then there's one on the higher floors. Do you have a preference?" Kathy, "Well I don't want to be on the first floor. Do you have two-bedrooms?" Michele, "We do have two-bedrooms. Two-bedrooms are starting at $2195. That unit is located on the tenth floor. That unit is 1246 square feet and it's a two-bed/two-bath. Each unit comes with in-unit laundry, upgraded appliances, and granite countertops." Kathy, "Oh. It does have a laundry in the unit?" Michele, "Yes, it does."

Michele, "Do you have pets?" Kathy, "Well, I do not have one right now, but I was hoping to adopt." Michele, "Okay." Kathy, "Do you allow pets?" Michele, "That is a pet friendly building. It is a $350 non-refundable pet fee and $25 per month thereafter. So whenever you do decide to adopt your pet, you would just come over to the office or email and say 'hey, I'm gonna get a pet' and then we will give you the animal addendum to sign. And then you can pay the deposit and then from there you will pay the $25 per month thereafter." Kathy, "Okay. What if I wanted to get two?" Michele, "We do allow up to two pets per unit. It's $350 per pet and then $25 per month/per pet."

Michele, "Can I get you to schedule a tour?" Kathy, "I would like to do that. Are you letting people actually come in?" Michele, "Yes, we do have tours." Kathy, "Are you adhering to COVID?" Michele, "Yes, you do have to wear a mask." Kathy, "Yes, I would like to do that. When might you have some availability? And I'm thinking towards the end of the week." Michele, "So I do have some availability Thursday and Friday." Kathy, "What about Friday? What do you have open?" Michele, "So Friday I have openings at 10:00, 10:30, 12:00, 12:30, 1:00 and 1:30." Kathy, "Let's say 12:00." Michele, "Okay. Now is this a good number to reach you on?" Kathy, "Yes." Michele, "The 518-7020?" Kathy, "Yes." Michele, "Let me give you my cell number. 267-606-7216. If you are running late or need to reschedule, you can just reach out to me there and say 'hey, I'm running a bit behind' and we will just figure it out from there.

The address is 230 North 21st Street. But the entrance to the property is located on Winter Street. You have to walk through the courtyard to get to the front door. So, I will see you Friday at 12:00 and I look forward to meeting you." Kathy, "Thank you very much. And your name was Michele?" Michele, "Yes." Kathy, "Thank you very much." Michele, "You are very welcome. Have a good day." The call ended.

Overall, Michelle described the apartment amenities but she did not discuss the community amenities nor mention anything about the surrounding area.

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? Yes4/4
  • 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: 12/12
    12
    100

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

Michelle set a specific time for our appointment.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes13/13
  • 26. Did the Leasing Professional ask for your email?No0/4
  •  Total: 13/17
    13
    76.47

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

Michelle took my phone number but not my 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?Yes5/5
  • 4. Did leasing consultant practice social distancing?Yes1/1
  • 5. Was personal protective equipment offered to you as the prospect?No0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

Michelle greeted with a warm smile and a very energetic attitude. She was genuinely interested in helping me find a new home. She was prepared for the tour with the information that she gathered from the initial call.

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 :

Michelle asked all of the identifying questions as we were touring the building, the agent was able to maintain a good conversation by going over the notes she took on the call and confirming the size of the apartment that I was searching for and she spoke to my needs/preferences as she demonstrated the apartments that were toured.

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 Specialist 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 Specialist 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.):

Michelle guided the tour at a steady pace and kept the conversation interesting as we toured the building community. She asked questions to help identify my needs in the apartment community. Michelle seemed to be enthused about touring the building and was able to demonstrate the apartments that were being shown. She pointed out the spacious rooms and the floor plans of the units.

As we toured the other common areas, the agent pointed out the fitness center and the package room. She pointed out what was important to me, like having an easy commute to work and an in-apartment washer and dryer unit. She allowed me to ask any questions and inquired about my thoughts on the apartments. She explained the application process before ending the tour.

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?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.)No0/0
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?Yes4/4
  • 7. Did the Leasing Professional attempt to close on you more than once?No0/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?No0/2
  •  Total: 21/27
    21
    77.78

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.):

Michelle was able to create a sense of urgency by mentioning the specials that were being offered to new residents and inviting me to fill out an online application. Based solely on the leasing agents' presentation, I would have leased an apartment in that building due to the agents' ability to walk through the units and demonstrate the features and amenities to make it feel like a personalized tour. At the end of the tour, Michelle attempted to close, I mentioned that I wanted to look at other properties before making a decision.

Michelle did not attempt a second close, nor did she try to set up a follow-up phone call.

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).:

.Michelle did nothing to discourage me from 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?Yes10/10
  •  Total: 10/10
    10
    100

Comments:

I received an email from Michelle on the same day as the tour of the building. I did not receive a phone call.

Performance Evaluation

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

General Questions