Top

Report For Lujana Ortega at THE RESIDENCES AT THE R.J. REYNOLDS BUILDING

Report For Lujana Ortega at THE RESIDENCES AT THE R.J. REYNOLDS BUILDING

0%
Current Score
72.14%
Average Score
  • 72%
    12-1-2020
  • 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.N/A5/5
  • 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?Yes5/5
  • 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?:

Lugana returned my call the same day. She started the call with identifying the Residence at Reynolds and she introduced himself. She was friendly and welcoming. I told her I was looking for a one bedroom and she said she would have a one bedroom around mid to end of January. She said that was unit 1704 and on the 17th floor. She asked me if I was looking for a specific floor and I told her I was not. She invited me in for a tour. We agreed on the following day at 4:30 PM. Lugana took my full name and email address. She used my name twice in conversation. She said she would email a floor plan of the unit she would show me and she did. She confirmed our appointment and we said our goodbyes. The call lasted just slightly under two minutes.

Telephone Identifying Needs

  • 9. Did the Leasing Professional determine apartment size?Yes3/3
  • 10. Did the Leasing Professional determine move-in date?N/A3/3
  • 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)?Yes3/3
  • 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.) :

Lugana did not determine my move-in date yet she did tell me when the apartment would be available and I did not bulk at the date so points given. She did not ask, the number of occupants, whether I had pets, or the price range. I was not asked why 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.).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?No0/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 9/22
    9
    40.91

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

Lugana did not review the apartment features, nor did she describe the community features. A sense of urgency was not created on the call. She did not explain the limited contact with prospects.

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.) 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.) :

Lugana invited me to come in for a tour and we set a day and time.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes13/13
  • 26. Did the Leasing Professional ask for your email?Yes4/4
  •  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.) :

Lugana asked for my phone number and 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.):

Lugana greeted me with a smile as I entered the leasing office. I was not offered any PPE but we were both wearing our masks. I waited for her to gather the keys then we started on the tour.

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?No0/1
  • 4. Did the Leasing Professional confirm price range or budget?No0/1
  • 5. Did the Leasing Professional confirm if you have any pets?No0/1
  • 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.)?No0/4
  •  Total: 5/12
    5
    41.67

Comments on the Identifying Needs :

After Lugana greeted me she did not take time to review our phone conversation; Instead, we began the tour. She did not confirm the number of occupants, my price range, or whether I had a budget. I was not asked about my specific needs either.

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?No0/4
  • 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. No0/2
  • 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?N/A3/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 30/36
    30
    83.33

Comments on the Demonstration (Please describe your experience while virtually touring with community with the Leasing Professional.):

After the greeting, Lugana stayed focused on showing me what the community had to offer. She showed me the bowling lanes, the laundry room, lounge area, and fitness area. As we toured, she did not ask me any questions about my apartment search. She made no attempt to learn my reason for moving, move date, where I was coming from, how many occupants, if I had a pet, and what I wanted in my new home.

We entered the vacant and Lugana began pointing out the features that come with the apartment such as washer and dryer, the bathtub, modern kitchen, and the flooring. My objections was the noisy train that went by as we were in the apartment. She just laughed it off and she did not respond. She asked what I thought and I told her I wasn't sure if my furniture would fit in the bedroom. She made no suggestions.

Lugana told me was included in the rent and what would be my responsibility. She explained my two options for parking mentioning the valet parking. She quoted me the price of the apartment when I asked. No specials were mentioned. She told me about the trash chute on each floor.

As we took the elevator to the roof top deck, Lugana still did not engage in any conversation. There was a lot of silence. As we looked at the view on the deck, Lugana pointing out the location of the other PMC Property Group buildings.

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. No0/9
  • 2. Did the Leasing Professional mention current specials?No0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?No0/0
  • 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?N/A4/4
  • 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: 12/27
    12
    44.44

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.):

Lugana did try to close me at the end but she asked if I wanted like an application. She did not create a sense or urgency. I was not informed of any specials. I was not asked to lease the apartment; However, she did tell me about the online application process and the application fee but she didn't ask if I would be applying. I did not pose an objection since I was not asked to lease an apartment that day. She did not do anything to create a sense of urgency or make the visit special. Lugana did ask if I received her email after our phone conversation and I confirmed I had received the email. She said she would be sending me another email with the link to the application. She did not make an attempt to schedule a follow-up phone call.

Although, Lugana did not offer me any specials or try to learn more about me I still would have considered leasing from her. She provided me everything I needed to make an informed decision but she did not learn anything about my move to help guide me better through the process.

I did not receive any business card or brochures from Lugana as I was leaving the building.

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 :

Lugana did not say anything to discourage me from leasing an apartment that day.

Follow Up

  • 1. Did you receive a follow-up phone call within 24 - 48 hours of your visit?N/A8/8
  • 2. Did you receive a follow-up email within 24 - 48 hours of your visit?Yes2/2
  •  Total: 10/10
    10
    100

Comments:

I did receive her follow up email within 48 hours. I did not receive a follow-up phone call until after 48 hours.

Performance Evaluation

Total Phone Score: 72%
On Site Score: 72%
Total Score: 0%

General Questions