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Report For Reena Nolastnamegiven at Palladian Apartments

Report For Reena Nolastnamegiven at Palladian Apartments

0%
Current Score
60.7%
Average Score
  • 61%
    10-31-2020
  • 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?N/A0/5
  • 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?N/A3/3
  •  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?:

Reena answered with the name of the property and she stated her name. I told Reena I had sent a guest card to the property. I asked if there was anything to view. She said she has one and two bedrooms available. She asked me what time I wanted to come. We agreed on 12:30 PM appointment. She asked for my name and number. She instructed me to use the call box out front and she would buzz me in.

Reena never took control of the conversation to ask me anything about my move.

Overall, the conversation was brief. Reena was professional and she accommodated my need to tour the available apartment. Prior to my phone call I had earlier that week I had sent two guest cards under Tina Zelinski and I used bellafeb22@gmail.com with my phone number of 301-245-3515. I never received an automatic reply from my submission.



Telephone Identifying Needs

  • 9. Did the Leasing Professional determine apartment size?Yes3/3
  • 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: 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.) :

Other than size apartment none of the Qualifying Needs questions were asked.

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?N/A3/3
  • 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.) :

At no point during the phone call did Reena take control of the conversation. She made no attempt to ask me about my preferences nor describe the apartment or community preferences.

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.N/A3/3
  • 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? No0/4
  • 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: 8/12
    8
    66.67

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

The onsite team was allowing onsite tours so no virtual tours necessary.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes13/13
  • 26. Did the Leasing Professional ask for your email?N/A0/4
  •  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.) :

Reena did ask for my phone number and she would have already had my email from the guest card.

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?N/A5/5
  • 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.):

I used the call box and Reena buzzed me into the building. She gave me a warm welcome. She was wearing her mask and she practiced social distancing. I had my mask on so there was no need to offer me one. Reena gave me a guest card to fill out which answered many of the identifying needs questions. She did not review the guest card with 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.)?Please Select0/4
  •  Total: 8/12
    8
    66.67

Comments on the Identifying Needs :

Questions 1 to 5 were on the guest card. Reena said it was fine if I didn't want to disclose everything. Reena asked the size apartment I needed. She showed me a price sheet but it was not a take-away. After I filled out the guest card, Reena gave me a sheet showing General Facts, Parking and Storage, and info on the Rental Application Process. She did not review the information as she handed me the fact sheet.

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/A0/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 27/36
    27
    75

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

Reena told me she would she me the gym, and recreation room. We would then go to the vacant apartment. As we walked we chatted about the social activities in the square across the street. We viewed the gym and recreation room that was closed off due to Covid. I mentioned the gym was small and Reena suggested the Golds Gym right next to the building.

I asked Reena how many rentals she managed in the building. Reena then explained that she manages approximately 18 rentals and the rest of the units are privately owned. I told her I was surprised they weren't all rented since their were only 18. She said she may be wrong about the number of units to be rented.

We walked into the vacant. Reena pointed out some of the kitchen features and she let me look around. The vacant showed well. It was very clean and she said the carpet was brand new.

As I looked up on the ceiling it looked like the water sprinkler was pulled away from the ceiling. I mentioned it to Reena and she said she would have maintenance look at it. I asked how many maintenance people they had and she said just one but she mentioned they take of things pretty quickly.

After I looked around, Reena informed me that the parking was included in the rent and she gave me the price of the vacant we just viewed. She mentioned utilities might be about $100 per month (water, electric, and gas).

She told me if I had any more questions to call them. I asked for a card and Reena did not have one. She referred me to the phone number on the sheet of paper she had given me earlier that I was carrying. She said she only works weekends.

We parted ways at the elevator. Reena did not review the application process. She made no attempt to ask if I would be applying. She did not review anything that was covered on the information sheet. Reena focused on the demonstration and she made no attempt to learn more about my move as we toured so no points for question #10.

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?No0/4
  • 7. Did the Leasing Professional attempt to close on you more than once?N/A4/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?N/A2/2
  •  Total: 14/27
    14
    51.85

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.):

Reena did not give a strong sense of urgency to lease the apartment. She did not mention any specials nor did she ask me to apply that day. So there was no attempt to close me and, therefore, no 2nd attempt to close me. She informed me she was only a weekend worker and she said I could call the office if I had any questions. The information sheet listed Valerie Smallwood as the contact.

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).:

Reena did not 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:

Valerie Smallwood followed up with an email to me.

Performance Evaluation

Total Phone Score: 47%
On Site Score: 74%
Total Score: 0%

General Questions