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Report For Tara Brown at THE RESIDENCES AT THE R.J. REYNOLDS BUILDING

Report For Tara Brown at THE RESIDENCES AT THE R.J. REYNOLDS BUILDING

0%
Current Score
77.61%
Average Score
  • 78%
    11-20-2020
  • 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).No0/3
  • 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: 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?:

Tara answered the phone with “this is Tara”. I told her I was inquiring about an apartment. She said, "Yes, I can help you with that”. She asked for my name. I told her Cindy. She introduced herself as Tara. She then asked if she could get some information. She asked when I was looking to move. I told her the end of December. She asked me what was bringing me to the area and if I was local. I said I was local.

Tara said they have one- bedroom, one- bath coming available. She quoted me several options coming available in my time frame. She asked if I was local for a tour. She asked for my phone number and used my name in conversation. We agreed on 4:00 PM that day. She told me where to park and said it might be a couple of dollars. She told me to wear my mask and bring my ID. She recapped our appointment time and we both said our goodbyes.

Telephone Identifying Needs

  • 9. Did the Leasing Professional determine apartment size?No0/3
  • 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?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: 3/21
    3
    14.29

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

She did not ask how many occupants, my reason for moving, pets, price range, or my 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.).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?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: 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.) :

Tara didn't ask what preferences I was seeking. She told me what was available and that was a one- bedroom at $1,704. I wasn't described the benefits or amenities until I arrived onsite. She did show a sense of urgency by letting me know there was only one coming available. I wasn't offered a virtual tour or told that I could do it online. She did schedule an onsite tour for that day. She was in control of the conversation.

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? 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.) 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.) :

She asked what time I wanted to come in for a tour of the building.

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.) :

Tara asked for my phone number. She did not ask for my email address until I was onsite.

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?N/A0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

Tara greeted me at the door and confirmed who I was by saying my name. She was very friendly and outgoing. She had told me on the phone to bring a mask. She was prepared to go over everything that she had in her packet for me. She said described what she would be showing me.

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.)?No0/4
  •  Total: 8/12
    8
    66.67

Comments on the Identifying Needs :

Tara said there were many floorplans but she only had one to show me which was too small for my needs. She did ask when was I trying to move and she said that the apartments in that building go real fast. She asked if it would only be me and I said yes. She didn't ask about my price range or my budget but she did give me the price and I did not object. She did ask if I had a pet and we touched on that subject for a moment. She discussed the features and benefits of the building such as the extra storage in the hallway and the trash cans. She said the doors could be removed to fit my king size bed.

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.):

Tara took the lead of the conversation upon my arrival. She started out by listing all of the benefits of living in the building. She asked me open ended questions to engage me in conversation. She discussed all of the building benefits such as the storage place for bikes and the many areas I could go to within the building for quiet time or entertaining. She did assume I had kids and thought the game rooms would be an excellent place for them to play and enjoy themselves. She tried to overcome my objection about having a king size bed and suggested that the door to the bedroom could be taken off to accommodate it. She kept trying to state closing questions like suggesting the views and entertaining to meet new people. She was very knowledgeable about the community and the history behind it. At the end she did ask me what did I think and if I could I see myself living there.

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. Yes7/7
  • 2. Did the Leasing Professional mention current specials?N/A0/0
  • 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.)Yes2/2
  • 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?Yes2/2
  •  Total: 27/27
    27
    100

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.):

Tara stated the fact that the apartments in that building “go really fast”. She didn't mention any specials but she did give me a card promoting $1,000 in my pocket if I refer a friend who signs a 12-month lease. I wasn't told I could lease the apartment online. Her friendly attitude and her stories about the surrounding downtown area made my visit memorable. I learned a lot of things and about the other buildings PMC managed. She kept trying to close on a sale even after the tour was over and we were still talking. At the end of the tour, she said she would call me if she had anything else which could better fit my needs and took down my email for a follow up.

At the end of the tour, she asked for my email to do a follow up and thank me for coming. She tried to close many times during the tour by asking could I see myself living there and pointing out the many features for entertaining and meeting new people. She gave me many reasons of convenience to restaurants and hang outs. She stated that in case something else come available that she would make a note to call me. She did follow up with an email thanking me for stopping by and for further reference. There was no mention about the apartment could be leased online. There was no mention of anything being done online.

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).:

Tara did nothing to discourage me from leasing. There was nothing she did that was discriminatory.

Follow Up

  • 1. Did you receive a follow-up thank you email within 24 - 48 hours of your visit?Yes2/2
  • 2. Did you receive a follow-up thank you call within 24 - 48 hours of your visit?Yes8/8
  •  Total: 10/10
    10
    100

Comments:

I received an email from Tara thanking me for dropping by and letting me know that she paid attention to my dissatisfaction with the bedroom size and how she can better accommodate me if anything else becomes available. Tara did call me and thanked me for coming in.

Performance Evaluation

Total Phone Score: 59%
On Site Score: 96%
Total Score: 0%

General Questions