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Report For Heather Pilana at 500 Park Avenue

Report For Heather Pilana at 500 Park Avenue

0%
Current Score
76%
Average Score
  • 76%
    10-19-2020
  • 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)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?No0/3
  •  Total: 22/28
    22
    78.57

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?:

Heather answered the phone on the first ring, identifying herself as well as the community. I said I was calling to inquire if there were any vacancies. Heather said yes, but then instead of asking any questions, she immediately asked if I wanted to come in for a tour of the apartments. I got the impression that she may have been busy in the office when I called and was multi-tasking. And even though our conversation was short, I did not feel put off of anything.

Telephone Identifying Needs

  • 9. Did the Leasing Professional determine apartment size?No0/3
  • 10. Did the Leasing Professional determine move-in date?No0/3
  • 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?No0/3
  • 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: 0/21
    0
    0

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

Heather did not ask discovery type questions. Instead, when she confirmed she had vacancies, she immediately jumped into wanting to set up an appointment for me to take a tour. She did not try to find out anything about what I needed, what size apartment, what date move-in, or how many occupants. She did not get any background information about what I wanted or exactly what I was looking for. But again, I got the impression she may have had someone else in the office when I called.

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.).No0/4
  • 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?No0/4
  •  Total: 3/22
    3
    13.64

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

Heather did not ask any questions. She did not want to know any of my needs, did not talk about the apartments, the community or the amenities. There was no sense of urgency. She offered an in-person tour, but when I said I was limiting my time outside the house because of COVID concerns. Heather immediately said, "We can do a virtual tour." Heather asked if I had WhatsApp on my phone, which I do, and set up a virtual tour meeting for Wednesday, October 21 at 10:00 am.

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. Yes3/3
  • 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? 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.) Yes5/5
  •  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.) :

Heather offered an in person tour, but when I said I was limiting my time outside the house because of COVID, she immediately said, "We can do a virtual tour." Heather asked if I had WhatsApp on my phone and set up a virtual tour meeting for Wednesday, October 21 at 10:00 am

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.) :

Heather did get my phone number and email, but did not ask which was my preferred method of contact. We made an appointment to use WhatsApp for the virtual tour.

Greeting/Virtual Tour

  • 1. Did the Leasing Professional call you at the set appointment of your virtual tour?Yes5/5
  • 2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?Yes5/5
  • 3. Was the Leasing Professional prepared for the virtual tour based on the information gathered from you during the phone call?Yes5/5
  •  Total: 15/15
    15
    100

Comments (Please explain in detail your experience.):

Heather called me in a timely manner for our virtual tour appointment. We laughed because she initially thought I was coming in to see the apartment and then she realized it was a virtual tour. Heather was enthusiastic and very friendly and I liked her immediately. I was also impressed at the way she presented herself physically. She was dressed in a suit and presented herself professionally. This made me feel as though she was representing a quality product.

Identifying Needs/Virtual Tour

  • 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 :

Heather quickly found out exactly what I needed in a new apartment, my move in date, how many would be living in the apartment and if I had any pets. I wanted a two bedroom, said it was ideal if I could move by the end of this month and it would be only me living there. I mentioned I did not have a pet at this time because my cat has just passed away. But I might like to get another. Heather said her mother rescued cats and offered to help me find one when I was ready. This bonded me to her immediately. She walked me through the amenities of the building and then two actual apartments. She went at a pace that was good for me and described features nicely. She determined I did not want to be on the ground floor, and even though the best vacancy she had was technically on the ground level, she went out on the balcony to show me that it was well above street level and safe.

Demonstrating/Virtual Tour

  • 1. Did the Leasing Professional virtually 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.):

Heather was very enthusiastic about the apartments she is representing. She took me through the amenities first and then on to see two different apartments that are currently available. One was clean and ready to go. But the other needed a little clean up and she apologized for that. But she thought this was actually the nicest of the two and wanted me to see it. She used descriptive language in talking about the apartment and painted a nice picture of me living there. She found out that I did not want to be on the ground floor, and even though the best vacancy she had was technically on the ground level, she went out on the balcony to show me that it was well above street level and safe. Heather showed me the two options for parking. One being an outside parking area and the other located inside the building. I mentioned that sometimes I work late at night and might prefer to be in the building. She agreed this was the safer of the two options. She was also up front about some recent activities in the neighborhood that might be a little worrisome. I appreciated her openness and honesty. She seemed very knowledgeable about the apartments, community, and surrounding area; Although, she wanted to check on exact prices before she quoted anything.

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. Yes4/4
  • 2. Did the Leasing Professional mention current specials?Yes0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?Yes5/5
  • 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.)Yes0/0
  • 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?Yes4/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?No0/2
  •  Total: 25/27
    25
    92.59

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.):

Heather created a strong sense of urgency for me to apply online today. This community seems to have more studio and on-bedroom apartments, so when a two-bedroom comes available, they tend to go quickly she mentioned. Heather did not want me to miss out on the one she has open right now because it had some special features, such as a balcony, close proximity to the elevator and trash room. More than once, she pushed for me to make a quick decision as to not miss out on this beautiful apartment.

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).:

Heather was open and honest that there have been some problems in the area recently. All of this is public record. She assured me that if I got a parking space in the building, it was secure and I would be safe, particularly when I worked late at night.

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:

500parkave@emailrelay.com
To:
mlt5472@yahoo.com

Mon, Oct 19 at 2:46 PM

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Thank you for your interest in 500 Park Apartments!

Located in the historic Mount Vernon neighborhood, Baltimore's vibrant arts & culture epicenter, 500 Park is a new and award winning apartment community thriving here in the heart of Charm City!!

I would love to schedule a tour for you and show you everything we have to offer here at 500 Park!

Is there a day/time that will work best for you? Our Leasing Office is open 6 days a week, Monday-Friday 9 AM-6 PM and Saturday 10 AM-5 PM. Just let me know when you'd like to come in for a visit and we will set it up.


We are taking walk in tours & appointments from 130p-5p – Monday-Saturday

Please do not hesitate to reach out if you have any questions or if there is anything at all I can do to help!

Also, please be sure to check-out our website for more information regarding availability and pricing.

We are excited that you have chosen to consider 500 Park for your future home, and are looking forward to working with you to find an apartment home that not only suits your needs but exceeds your expectations!

We are looking forward to hearing from you and meeting you soon!

Just some info about the 500 Park experience:

Our highly coveted apartment homes feature a modern and contemporary design and architectural aesthetic. Each is fitted with a washer & dryer for your convenience and boast 10-foot ceilings, chic European-style cabinetry, light granite counter-tops, breathtaking city views and so much more

We are a pet friendly community!

We are just blocks distance from many of Baltimore's best restaurants, bars, and cafes, as well as the Washington Monument Park, Walter's Art Museum, and so many other exciting destinations!! We're about a ten-minute walk from downtown and have public transportation right nearby, including the light rail and shuttle service provided by U of M Med and Johns Hopkins. We also offer parking both in our outdoor lot attached to the building and below the building in our garage.

We have several parking options available for parking.

One is a resident-only lot on the back side of our property. This option is $110 a month, and you
Are able to park in any spot you would like.

The other option is garage parking. This is a little more, at $160 a month, though you have a designated spot, and our garage is controlled access and always at a cool 59 degrees. Very nice for those low winter or high summer months!

WE CURRENTLY HAVE $99 SECURITY DEPOSIT SPECIAL
(PENDING APPLICATION APPROVAL)

PLEASE LET US KNOW HOW YOU HEARD ABOUT US!

Our prices are generated through a system – keep in mind that the prices are subject to change if you do not apply the same day you quoted. So, in order to lock in your quote, you need to apply immediately.

Our website is: 500 Park Apartments Baltimore MD

Go to floor plans- select your move in date and view what is available.

We update our webpage every day, so it is accurate, and our availability is subject to change.
With that said when you see a price that fits your budget it is best to apply immediately otherwise that unit may not be on the market the next day because we lease our units quickly.

If you are interested in a particular unit then I suggest you apply immediately because we do not have many units at this time however our current tenants are only required to give us a 60 day notice prior to vacate so more could come available it just depends, so if you do not apply today then check our website out daily to see what we have available.

Again, please feel free to contact me if you have any questions or if I can help in anyway.


You will be responsible for your rent, electric, water, and renter’s insurance.

We do have WiFi in our lobby but if you need private internet then I recommend Comcast-Xfinity.

We have some amazing deals right now when can you come in for a tour?

I look forward to meeting with you.




Many thanks,


Heather Pllana
Leasing Specialist
500 Park Avenue
Baltimore, MD, 21201
Performance that Adds Value
hpllana@wpmllc.com
500 Park: (P) 443-961-8198
500parkapts.com




Please check out our video tour:
https://www.youtube.com/channel/UCV92FPkFKALD7XGwSU9A8Mg











Our mailing address is:

500 Park
500 PARK AVE
BALTIMORE, MD 21201








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Performance Evaluation

Total Phone Score: 54%
On Site Score: 98%
Total Score: 0%

General Questions