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Report For Teal Hinton at Charles and Blackstone Apartments

Report For Teal Hinton at Charles and Blackstone Apartments

0%
Current Score
58.23%
Average Score
  • 58%
    08-23-2019
  • 25%50%75%100%

Performance Evaluations

Telephone Greeting

  • Was the greeting friendly and professional?Yes5/5
  • Was the phone call initiated with the name of the property?Yes5/5
  • Did the leasing consultant introduce themselves by name?Yes5/5
  • Did the leasing consultant ask you for your name?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Teal's voice was very professional and she sounded eager and ready to assist. She politely answered the phone within a few rings and said, "Good Morning, thank you for calling Charles and Blackstone. This is Teal, how may I help you?"

Telephone Qualifying

  • Did the leasing consultant identify the apartment size needed?Yes3/3
  • Did the leasing consultant identify the date of need?Yes3/3
  • Did the leasing consultant ask the number of occupants?No0/2
  • Did the leasing consultant qualify for pets?No0/2
  • Did the leasing consultant identify your reason for moving?No0/1
  • Did the leasing consultant ask how you heard of the property?No0/2
  •  Total: 6/13
    6
    46.15

Comment (You must provide a brief summary under each category. This section is mandatory.):

Teal asked the apartment size needed as well as move in date. She immediately stated that a studio would not be available until September 25th. She mentioned that the building would be turning into a hotel next year, so they would only be leasing until May 30th, 2020.

Telephone Discovery

  • Did the leasing consultant ask if it would be okay if they asked you a few more questions to help find you the best home?No0/5
  • Did the leasing consultant ask you what features are most important to you in your apartment home?No0/5
  • Did the leasing consultant ask what features/amenities are important to you in your community?No0/5
  • Did the leasing consultant ask if you had looked at the community online?No0/5
  • If you were asked whether you had looked at the community online, did they ask if there were specific floor plans and features/amenities that interested you?No0/5
  • Did the leasing consultant ask if you had a preference in location (for example: floor level, view, sunlight, etc.) for your apartment home?No0/5
  • Did the leasing consultant ask what interests you about the local area?No0/5
  • Did the leasing consultant ask you "what else" or encourage you to expand on any of your answers?No0/5
  •  Total: 0/40
    0
    0

Phone Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

Teal politely answered the phone within a few rings and said, "Good Morning, thank you for calling Charles and Blackstone. How may I help you?" I said that I was calling to check on the availability of studio apartments. She immediately said that they would not have any studios available until September 25th. I said my lease would be ending on September 30th so that date would work. She then asked which building I was calling about because they managed several buildings and I said Charles and Blackstone. Teal said they would have an efficiency available, unit # 305, 300 square feet, for $902. She also stated that they would only be leasing until May 30th, 2020 because the property would be closing and converting to a hotel.

confirmed that the time frame would be fine. She said that they typically would bring me in to see the actual unit; however, it was currently occupied until the middle of September and it would be available to show then. I asked if there were any apartments I could see sooner and she said she could show me another unit but not an efficiency because a lot of people were moving in that weekend and the apartments they would usually show were occupied.

She graciously agreed to show me another unit, the building, and amenities. She asked me when I wanted to come in and informed me that they closed at 5:00 pm. She gave me the option of scheduling an appointment or just stopping by. We agreed on that same day at 3:30 pm.

Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.Yes5/5
  • If the price was quoted, were you asked, "How does that fit with what you were looking to pay? Is it a similar price?" If the price was not mentioned, please answer NA. Yes2/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.No0/3
  •  Total: 7/10
    7
    70

Comment (You must provide a brief summary under each category. This section is mandatory.):

Teal quoted the upcoming efficiency unit as $902, unit # 305, at 300 square feet.

Telephone Invitation and Directions

  • Were you invited to visit the property?Yes5/5
  • Were you asked for a convenient time for an appointment?Yes5/5
  • Were you asked if you were familiar with the location?No0/2
  • Were you offered directions or information to help you find the community? Answer NA if you told the leasing consultant that you were familiar with the location.No0/2
  •  Total: 10/14
    10
    71.43

Comment (You must provide a brief summary under each category. This section is mandatory.):

Teal stated that the unit was currently occupied until the middle of September and it would be available to show then. I asked if there were any apartments I could see sooner and she graciously agreed to show me another unit, the building, and amenities. She was sure to ask what time would be convenient for me. She also gave me the option of scheduling an appointment or just walking in.

Telephone Closing Comments

  • Was your appointment time repeated back to you?No0/4
  • Were you asked for your phone number AND email address?No0/4
  • Were you thanked for calling and given a friendly "good-bye"?Yes2/2
  •  Total: 2/10
    2
    20

Comment (You must provide a brief summary under each category. This section is mandatory.):

Teal's voice was pleasant and we agreed that I would come tour that same day around 3:30 pm.

Telephone Professionalism

  • Was a sense of rapport created?Yes2/2
  • Did the leasing consultant control the conversation with finesse?Yes2/2
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant use your name during the call?No0/2
  • Were all of your questions answered to your satisfaction?Yes2/2
  •  Total: 8/10
    8
    80

Comment (You must provide a brief summary under each category. This section is mandatory.):

Although Teal failed to ask any Discovery questions or retrieve my name and contact information during the call, she was still very professional and friendly. She came across as knowledgeable, genuine and helpful.

Celebrating the Arrival

  • Did the leasing consultant immediately smile and stand to greet you in a friendly manner? If the leasing consultant was already standing, or busy assisting someone at the desk (in person or on the phone), please answer yes. Yes5/5
  • Did the leasing consultant introduce themselves to you and ask your name?Yes5/5
  • Did the leasing consultant demonstrate an eagerness to help you?Yes5/5
  • Did the leasing consultant ask permission to review your needs?No0/5
  •  Total: 15/20
    15
    75

Comment (You must provide a brief summary under each category. This section is mandatory.):

As I walked into the office, Teal looked busy while sitting at her desk. But she smiled and looked up to acknowledge me right away. It was clear that she was ready and willing to assist.

Onsite Qualifying

  • Was a guest card (or similar) reviewed during your visit?Yes2/2
  • Was your date of need reviewed?No0/2
  • Was the apartment size you needed reviewed?Yes2/2
  • Was the number of occupants reviewed?No0/2
  • Was your reason for moving reviewed?Yes1/1
  • Was your place of employment or occupation reviewed?Yes2/2
  • Was whether or not you had pets reviewed?No0/1
  •  Total: 7/12
    7
    58.33

Comment (You must provide a brief summary under each category. This section is mandatory.):

Within one minute, Teal was already filling out a guest card with my contact information. During the tour, she asked if I worked in the neighborhood and I told her I would be starting in a new role in downtown Baltimore, and thus my reason for moving.

Onsite Discovery

  • Were the features you stated were most important to you in your apartment home reviewed?N/A0/5
  • Were the features/amenities you stated were most important to you in your community reviewed?N/A0/5
  • "Were the specific floor plans/community features that interested you online reviewed? Answer NA if you did not say there was a specific floor plan or feature that interested you."N/A5/5
  • Was your preference in location (for example: floor level, view, sunlight, etc.) for your apartment home reviewed?No0/5
  • Were your favorite things about where you currently live reviewed?No0/5
  • Were the things you would like to change about where you currently live reviewed?No0/5
  • Was what interested you about the local area reviewed?Yes5/5
  • Did the leasing consultant ask you "what else" or encourage you to clarify or expand on any of your answers?No0/5
  •  Total: 10/40
    10
    25

Onsite Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

Upon entering the office, Teal was sitting at the desk and seemed busy, but did not hesitate to look up from the desk to acknowledge me. I said that I had called earlier about a seeing a sample apartment. She asked for my name and contact information (phone number and email) and began to fill out the guest card. It was another leasing agent in the office assisting another person, so I verified that it was her and she did confirm that she was the person I had spoken to earlier. Teal asked how I found out about the property and I said I came across it on apartmentguides.com, through a general Google search of the area.

She again mentioned that a lot of residents were moving in that upcoming weekend; so, she looked in the computer to determine which vacant unit we could tour. Teal retrieved my ID and we began the tour. She thanked me for coming in and explained that the building we were currently in was the Charles, but the upcoming units would be in the Blackstone and it looked almost exactly the same.

We started at the door of the building, where she explained the buzzer access, keycard and security desk. On the way to the vacant, we stopped at the package room first. As we walked, she asked where I currently lived and I said in the Towson area. We first went to an efficiency (Unit #106) and she reviewed the apartment features like hardwood floors or carpet, stove, refrigerator, sink, counter space, and bathroom. She called out the benefit of the entrance way right at the door before actually getting inside the apartment. She encouraged questions so I asked about parking. She gave the option of applying for a Baltimore City parking permit ($34/year) for street parking or the parking garage behind the Blackstone building ($110/month). She added value and said it was a good rate in comparison to other Baltimore properties and it would save money on possible parking tickets. She mentioned the card access laundry facilities in the basement.

Next, we went to see a one bedroom. In the one bedroom, Teal made the distinction of the separate living space, kitchen and dining room areas, storage and closet space. She quoted all efficiencies in both the Charles and Blackstone buildings as $902 and one bedrooms as $1,138. She offered me the option of seeing the laundry facility.

I asked if the buildings were noisy since I noticed a lot of students. I asked if it was primarily students and/or a lot of children that live there. She said they had a mix of residents and rented to anyone that met the income requirements. I asked about safety and she said the school had its own security which was an added benefit because they are always in the area and were also very friendly. Teal said she sent me a link via email with the application and also gave me her business card. She encouraged me to give her a call or email if I had any questions. She kindly thanked me for coming in and said she look forward to talking to me later.

The Tour

  • THE TOUR: Were you asked if you preferred to see the amenities first or the apartment home/model? Please answer the following question NA if there were no amenities or no model/home to tour.Yes2/2
  • Did the leasing consultant control the tour?Yes3/3
  • "Did the leasing consultant praise the onsite professional staff and Management Company? For example: leasing, landscaping, maintenance or security staff"No0/1
  • Did the leasing consultant tour all recreation areas and amenities you said were important to you?Yes3/3
  • Did the leasing consultant discuss property benefits that you said were important to you?Yes3/3
  • Did the leasing consultant discuss surrounding area benefits that you said were important to you?Yes2/2
  • Did the leasing consultant tour the model, vacant, or occupied apartment? Please answer NA if there were no available apartments to show.Yes3/3
  • Did the leasing consultant highlight the apartment features that you stated were important to you during the Discovery process?N/A0/3
  • "Was value added to price during the presentation? (For example: ""Membership to our fitness center is included in your rent, so you can cancel your gym membership and save yourself the monthly fee."")"Yes2/2
  •  Total: 18/22
    18
    81.82

Comment (You must provide a brief summary under each category. This section is mandatory.):

We toured to vacant units and Teal did ask if I wanted to view the laundry facility. However, I declined since it was in the basement and the elevator appeared to be out of order when we walked by. She did a good job at leading the tour and always allowed the opportunity for questions. While Teal was very informative and detailed in reviewing the apartment features, it seemed more like a conversation rather than a presentation, which I saw as a plus. Teal explained the value of the parking garage fee which could prevent costly parking citation fees.

Handling Objections

  • Did the leasing consultant accept and acknowledge your concern?Yes5/5
  • Did the leasing consultant ask you to clarify by saying something like, "Tell me what you mean by..."Yes5/5
  • Did the leasing consultant remind you that they want to help you find the apartment home that meets your needs but let you know the decision is yours? N/A5/5
  • Did the leasing consultant offer options?Yes5/5
  • Did the leasing consultant confirm they had handled your objection?Yes5/5
  •  Total: 25/25
    25
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

When asked about noise, Teal did a good job at handling this objection. She made reference to how quiet it had been in the hallways during our tour, even though a lot of students were currently moving in. She also stated that Hopkins students tended to be studious and therefore typically quiet.

Closing

  • Was urgency created during the presentation?Yes5/5
  • Did the leasing consultant attempt a pre-close / review of features and benefits you stated were important to you and ask if there was anything they had missed?No0/5
  • Did the leasing consultant ask you to apply today?No0/5
  • "Did the leasing consultant attempt a second close after handling any follow up objections? Answer NA if you did not give any follow up objections."N/A5/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?No0/5
  •  Total: 10/25
    10
    40

Comment (You must provide a brief summary under each category. This section is mandatory.):

Teal gave her best effort to close the deal and encouraged me to reach out with any questions. However, the close could have be a little more strong. The fact that the unit wouldn't be available until late September may have played a part.

Onsite Professionalism

  • Was the leasing consultant enthusiastic?Yes4/4
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant create rapport during the presentation?Yes4/4
  • Was the leasing consultant polite and sincere?Yes2/2
  • Was the leasing consultant dressed appropriately?Yes2/2
  • Was your name used frequently during the presentation?No0/2
  • Did the leasing consultant try to discover your needs or desires throughout the presentation?Yes2/2
  • Did the leasing consultant introduce you to other staff or point them out if they were not within range to be introduced?No0/2
  •  Total: 16/20
    16
    80

Comment (You must provide a brief summary under each category. This section is mandatory.):

Overall, Teal did a good job with the tour. She was dressed professionally in a nice blazer and skirt. She was friendly, informative, professional and personable. Her presentation flowed very naturally and was definitely her standout quality. She came across as genuine and the entire walk with Teal was very easy. Her conversation style made it feel personal and comfortable.

Fair Housing Awareness

  • Did the leasing professional refrain from asking any discriminatory questions (based upon protected classes)?Yes5/5
  • Did the leasing professional refrain from steering you to a certain size unit or part of the community, building, or floor?Yes5/5
  • Did the leasing professional refrain from practicing any delay tactics that would frustrate a person from pursuing a rental?Yes5/5
  • Did the leasing professional supply rental information, such as rental rates?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Teal did not exhibit any behavior that could be perceived as discriminatory. I never felt swayed either way. Nor did I notice any delay tactics. Teal was very forthcoming about all information regarding the property, including rental pricing for both buildings - The Charles and The Blackstone.

Follow Up - 24 hours

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?N/A10/10
  • Did the leasing consultant follow up again within 3 business days?No0/5
  •  Total: 10/15
    10
    66.67

Comment (You must provide a brief summary under each category. This section is mandatory.):

Before leaving the office, Teal said that she emailed the link to the application. But I did not receive anything. I even checked the junk folder. I'm wondering if there was a typo because I physically saw her sending the email while I was still in the office. As a result, there was no follow-up either.

Performance Evaluation

Total Phone Score: 45%
On Site Score: 66%
Total Score: 0%

General Questions