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Report For Britany Bell at Jefferson House -Student Housing: You must pose as a student

Report For Britany Bell at Jefferson House -Student Housing: You must pose as a student

0%
Current Score
30.38%
Average Score
  • 30%
    09-23-2020
    • 25%50%75%100%

Shop Description

THIS IS A VIDEO SHOP. YOU MUST DOWNLOAD THE VIDEO RECORDER APP TO YOUR PHONE. IT IS FREE. Please read the instructions under "Downloads" on your Shopper Dashboard.

THE PHONE CALL MUST BE RECORDED USING THE FOLLOWING PROCESS: The Shopper will Dial access number: (201) 215-6812 and enter the PIN: 403868673. Then wait for the dial tone. The Shopper will manually dial the phone number listed under the "Details" of this shop. You will use the following format: AREA CODE + PHONE NUMBER (ex: 2013993020). Your call will connect and be recorded. You will be calling the leasing agent's cell phone. The leasing agent answers with the name of the property management company not the community because they represent more than one community.

Please review the price points on the company's website at https://www.wpmllc.com/

Office Hours: Office Hours M - F: 9:00 am - 5:00 pm; S - Su: Closed

DUE TO COVID-19 YOU MUST MAKE AN APPOINTMENT AND ADHERE TO THE CDC GUIDELINES OUTLINED ON YOUR SHOPPER DASHBOARD UNDER DOWNLOADS.

PLEASE READ THE NEW CLIENT REQUIREMENTS ON YOUR SHOPPER DASHBOARD. These jobs are IMMEDIATE ASSIGNMENTS. If the job is unassigned to your Shopper Dashboard before the Shop Date you selected then you will be informed in an email or text.

The company that manages this property utilizes a special database to track information on all callers/guests. As a result, if you have called or visited another property managed by this company in the past (whether for a shop or as an actual prospect), your contact information will be saved in their system. When the leasing professional attempts to enter your information during the telephone call OR onsite visit, they will be notified of WHICH other properties you have visited and WHEN. This can be an immediate red flag that you are a shopper!

To preserve your identity as a shopper, MAMS requires that you alter your contact information as follows for this shop: Nickname or variation of your name - (Ex: Tina = Christina, Chrissy, Chris, etc.). You can make up a middle name and say you go by it, or you can use a different last name if you can say you were married/divorced.

If you have visited this property in the past at any time please do not go back to the same property.

Performance Evaluations

Information

  • Agent: Britany Bell
  • JOB#: 2189_0420203854
  • Shopper Name: Abimbola Otugalu
  • Property Name: Jefferson House -Student Housing: You must pose as a student
  • Address: 4 East 32nd Street, Baltimore, MD, USA
  • Shop Date: 09-23-2020

General Questions

  • Date of Phone Call: 9/22/2020
  • Time of Phone Call: 3:04 PM
  • Length of Phone Call: 4:11 minutes
  • Date of Onsite Visit: 9/23/2020
  • Time of Onsite Visit: 1:30 PM
  • Length of Onsite Visit: 1 hour 15 minutes
  • Date Home Needed: October 15th 2020
  • Home Size Needed: One bedroom
  • Name of Phone Shopper: Abby Jones
  • Name of Onsite Shopper: Abby Jones
  • Special Features Requested: Closet space
  • Special Instructions for the Onsite Qualifying Questions : If any of the Qualifying questions were asked for the first time onsite and were NOT address during your phone call, OR if the questions were addressed during the phone call and reviewed onsite please answer YES.  Answer no if the questions were asked over the phone but not onsite or if you were never asked the questions at all. 
  • Special instructions for Onsite Discovery Questions : If any of the Discovery questions were asked for the first time onsite and were NOT address during your phone call, OR if the questions were addressed during the phone call and reviewed onsite please answer YES. Answer no if the questions were asked over the phone but not onsite or if you were never asked the questions at all.
  • A NOTE ABOUT OUR SCORING SYSTEM:
  • OUTSTANDING: 95% TO 100%
  • ABOVE AVERAGE: 88% TO 94.9%
  • AVERAGE: 78% TO 87.9%
  • BELOW AVERAGE: 77.9% OR BELOW
  • :
  • :
  • :
  • EXECUTIVE SUMMARY:
  • Leasing Professional's overall attitude and impression: Britany seemed new at her job and she was not professional.
  • Leasing Professional's strongest points: Britany knew what she had available and she was well versed with pricing.
  • Leasing Professional's weakest points: The phone call began in an inappropriate manner upon my initial request for information she responded with a non-word sound. She didn’t take the lead in the conversation and she had to be prompted. She had a friendly low-key tone of voice but she did not engage in much conversation. It felt like she was going through the motions and nothing more. The onsite visit was consistent with the phone conversation. She was about an hour late for our appointment and I don’t think she would have shown up if I had not called another leasing office to contact her. Her quick apology didn’t seem sincere. She was not upbeat and she did not smile. There was no demonstration during the onsite visit nor over the phone. She remained quiet. There was no attempt to sell the community. She had no presentation skills.
  • Overall Comments: Overall, the apartment was exceptionally clean and showed well. I had to engage Britany in conversation to get her to tell me anything. I don’t feel Britany was a good representation of the company. She was very disengaged. I didn’t feel my needs would be taken care of if I was a resident and she was in charge. She made no selling points about the property. I didn’t feel valued as a future resident. If I was a real prospect and the agent didn’t show for our appointment I would have left and never came back.

Uploaded Materials

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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.):

The phone was answered after hearing some waiting music for 20 seconds. It was answered, "Thank you for calling Falls Courts Apartments, Brittany speaking how may I help you?" Her tone was friendly and low key. She spoke quickly. My name was acquired towards the end of the call.

After the fast greeting, I said I was looking to get some information on the community. Britany responded with a non-word sound “ahhmm”. This response was a lack of taking the lead and felt inappropriate.

Telephone Qualifying

  • Did the leasing consultant identify the apartment size needed?Yes3/3
  • Did the leasing consultant identify the date of need?No0/3
  • 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: 3/13
    3
    23.08

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

I had to initiate the conversation by telling her I was looking for an apartment during a specific time-frame to get her to respond to my inquiry; However, I didn't feel as if she was paying attention to what I had said about my move date since she never addressed it again in conversation. She stayed focused on what she currently had available.

She did ask about the size unit, I responded that I need information about the square footage of a one-bedroom and two-bedroom. She gave me pricing and square footage. She informed me that a two-bedroom would not be coming available until November 14th but she never addressed my move-in date or any other Qualifying questions.

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?N/A0/5
  • 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.):

There was no Discovery questions about my needs or preferences during the call beyond getting the unit size and the move in date. She did not ask questions about why I was moving to the area or what I was looking for in my new home.

Phone narrative: After the fast greeting, I said I was looking to get some information on the community. Britany responded with a non-word sound “ahhmm”. This response was a lack of taking the lead and felt inappropriate. I had to initiate the conversation by telling her I was looking for an apartment during a specific time frame to get her to respond to my inquiry. My initial request for information about the community was met with an okay followed by a slight pause. She asked what size apartment I needed and I said either a one- or two- bedroom depending upon size. She said right now she only has one-bedrooms. She said her next two-bedroom wouldn’t be available until November 14th. She gave me the price and square footage.

She then immediately invited me in for a tour. We agreed on the next day at 1:30 PM. She asked for my first and last name and phone number. She re-introduced herself and explained where I would meet her and she gave me the address. She assured me that is where she would meet me and we said our goodbyes.



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. No0/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.No0/3
  •  Total: 5/10
    5
    50

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

Price was mentioned after I informed her I was interested in a one bedroom. No other needs were discovered during the call. After quickly mentioning the price and square footage no other conversation/questions were brought about price.

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?Yes2/2
  • 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.Yes2/2
  •  Total: 14/14
    14
    100

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

Brittany did invite me to the property and we discussed a convenient time to visit. She explained that the community was made up of several properties and she explained where I would be meeting her. She provided me with the address and explained that she would not be able to reach me if she left the leasing office. She would need to leave out bit early and would call me half-hour before the appointment time to confirm.

Telephone Closing Comments

  • Was your appointment time repeated back to you?Yes4/4
  • 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: 6/10
    6
    60

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

My appointment time was confirmed as well as the location. She did request my phone number but not my email address. She ended the call in a friendly manner.

Telephone Professionalism

  • Was a sense of rapport created?No0/2
  • Did the leasing consultant control the conversation with finesse?No0/2
  • Was the presentation natural, not canned?N/A2/2
  • Did the leasing consultant use your name during the call?No0/2
  • Were all of your questions answered to your satisfaction?Yes2/2
  •  Total: 4/10
    4
    40

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

Brittany spoke naturally but there was really no presentation. The call was straightforward, not much information was provided or asked of me. She needed some guidance to continue the conversation. She didn't lead most of the time. My name was requested towards the end, and it was not used during the call.

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. No0/5
  • Did the leasing consultant introduce themselves to you and ask your name?Yes5/5
  • Did the leasing consultant demonstrate an eagerness to help you?No0/5
  • Did the leasing consultant ask permission to review your needs?No0/5
  •  Total: 5/20
    5
    25

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

I arrived a few minutes early at the meeting point, there was no leasing office in sight. I did not see anyone waiting either. I walked around the community and to the building where we were supposed to meet and waited. Our appointment time came and went. Britany was still not in sight. I called the leasing office about 5 times and didn't get a response. I got in my car and drove to the Falls Court leasing office after waiting about 35 minutes beyond our appointment time to find no leasing agent in the office. I then remembered that she said there were 3 properties so I called another property and spoke with another leasing agent. She told me that her leasing office doesn't deal with Falls Court but she will get in touch with the Britany for me. I explained I had an appointment with her and she was 35 minutes late. The leasing agent calls me right back and explains that Britany was on her way. Britany had also mentioned that she had already been to the property but didn't see anyone. She didn’t bother to call me on my cell phone. I thanked her and about 15 minutes later I see a car pull into the small parking lot. I get out and notice a female walking towards the apartment building. She walks about 100 feet pass the mailboxes then decides to look back. She makes eye contact with and she asked me I was her appointment. I asked if she was the leasing agent, we confirmed and began to walk. As we turned around, she wanted to know what I was here to see as if she did not note our phone conversation nor remember our scheduled appointment. We begin to wall to the vacant unit.

Onsite Qualifying

  • Was a guest card (or similar) reviewed during your visit?No0/2
  • 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?No0/1
  • Was your place of employment or occupation reviewed?No0/2
  • Was whether or not you had pets reviewed?No0/1
  •  Total: 2/12
    2
    16.67

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

I did not meet Britany at the leasing office which baffled me. She had mentioned on the call that she would be at another property which would be 30 minutes out. She asked me to meet her at Edge Hill. Upon Britany's arrival on the property, she immediately walked towards the building as I watched from the outside of my car. She stopped halfway and looked back, that's when she confirmed I was her appointment. I then began walking towards her. When I reached her, she asked me what I was here to see. She gave me two options. I choose one and we walked towards the building to view a vacant unit.

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/A0/5
  • Was your preference in location (for example: floor level, view, sunlight, etc.) for your apartment home reviewed?N/A0/5
  • 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?No0/5
  • Did the leasing consultant ask you "what else" or encourage you to clarify or expand on any of your answers?No0/5
  •  Total: 0/40
    0
    0

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

Brittany did not do anything during the onsite tour but stand in a corner quiet as a mouse. I quietly walked through and had to initiate conversation about what I was looking at. She did not take this time to ask me what was important to me about the community or the apartment.

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.No0/2
  • Did the leasing consultant control the tour?No0/3
  • "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?N/A0/3
  • Did the leasing consultant discuss property benefits that you said were important to you?N/A0/3
  • Did the leasing consultant discuss surrounding area benefits that you said were important to you?N/A0/2
  • 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?No0/3
  • "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."")"No0/2
  •  Total: 3/22
    3
    13.64

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

I toured a vacant model while Britany stood quietly while I looked through the unit.

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..."No0/5
  • 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? No0/5
  • Did the leasing consultant offer options?No0/5
  • Did the leasing consultant confirm they had handled your objection?No0/5
  •  Total: 5/25
    5
    20

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

I objected to the lack of closet space and she mentioned that that was what was available. She didn't offer any other suggestions even though extra storage space was available for rent in the basement/laundry area.

Closing

  • Was urgency created during the presentation?No0/5
  • 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: 5/25
    5
    20

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

Brittany did not attempt to close after the tour. I had to asked questions to get information about the application process. There was no urgency created nor a return appointment made.

Onsite Professionalism

  • Was the leasing consultant enthusiastic?No0/4
  • Was the presentation natural, not canned?No0/2
  • Did the leasing consultant create rapport during the presentation?No0/4
  • 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?No0/2
  • 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: 4/20
    4
    20

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

Britany was not professional, she was about an hour late to our appointment and barely felt sympathetic about having me wait. She did not speak beyond answering my questions and she gave me direct answers. This interaction could be described as two strangers walking past each other, there was no relationship building or concern expressed.

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.):

Britany did not due anything discriminatory or practice any steering during our brief interaction. Upon request, rental information was provided.

Follow Up - 24 hours

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?No0/10
  • Did the leasing consultant follow up again within 3 business days?No0/5
  •  Total: 0/15
    0
    0

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

I did not receive a call or an email 24 hours after my visit.

Performance Evaluation

Total Phone Score: 44%
On Site Score: 22%
Total Score: 0%

General Questions