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Report For Meagan Payne at Jefferson House -Student Housing: You must pose as a student

Report For Meagan Payne at Jefferson House -Student Housing: You must pose as a student

NAN%
Current Score
NAN%
Average Score
  • 72%
    04-18-2019
  • 79%
    10-18-2019
  • NAN%
    10-27-2020
  • 91%
    10-27-2020
  • 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.):

Meagan answered the phone promptly and identified both herself and the property. She quickly asked who she was speaking with and I told her my name was Lynn.

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?Yes2/2
  • Did the leasing consultant qualify for pets?Yes2/2
  • Did the leasing consultant identify your reason for moving?Yes1/1
  • Did the leasing consultant ask how you heard of the property?Yes2/2
  •  Total: 13/13
    13
    100

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

Meagan asked what size apartment I needed and when I needed to move in. I told her I needed a one bedroom in the November timeframe. Timing was a bit flexible I said. I told her that I would be renting the apartment for my daughter who was moving back to the area to attend JHU. Meagan asked if she had any pets, but we really did not discuss this until the on-site tour. She asked how I learned about the community and I told her through the internet, most likely from apartment.com website. Meagan checked and she told me that she does have a one-bedroom currently available and the next one would not be available until December. I said the November timeline would work well for our needs. The one-bedrooms start at $1,146. The one coming in December is $1,151. And the one available now is $1,266. This all works within my budget, but I asked why the one was $1,266. Meagan said the price was more because it is a renovated unit.

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?N/A5/5
  • Did the leasing consultant ask you what features are most important to you in your apartment home?Yes5/5
  • 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/A5/5
  • Did the leasing consultant ask if you had a preference in location (for example: floor level, view, sunlight, etc.) for your apartment home?Yes5/5
  • Did the leasing consultant ask what interests you about the local area?Yes5/5
  • Did the leasing consultant ask you "what else" or encourage you to expand on any of your answers?No0/5
  •  Total: 25/40
    25
    62.5

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

Meagan did not ask permission to ask questions but the conversation flowed very well right into her probing questions. She did ask if there was anything specific I was looking for in my new apartment. I asked if any had hardwood floors and Meagan said that the one currently available has been updated and does have hardwood floors. She asked if I was familiar with the area and knew where she was located. We confirmed the address. I asked about parking and she said plenty of street parking was available as well as a parking garage that was located nearby. Other than that, she did not ask many discovery type questions during the initial phone call. She did not ask if I looked online. She did not ask about a preference in location or what interests me in the local area. Although I did initially tell Meagan that they apartment was for my daughter who would be attending JHU.

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.):

Meagan quoted a price for the one-bedroom apartment after discovering that this was the size I needed. I confirmed that this was in the price range I was looking for. She did not discuss any add-on benefits at this time.

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.):

Meagan invited me out to see the apartment but only after a long pause in the conversation where I was forced to ask what the next step was. We decided on a time the next day that fit both of our schedules. Meagan did make sure I knew where I was going and where they were located.

Telephone Closing Comments

  • Was your appointment time repeated back to you?Yes4/4
  • Were you asked for your phone number AND email address?Yes4/4
  • Were you thanked for calling and given a friendly "good-bye"?Yes2/2
  •  Total: 10/10
    10
    100

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

Meagan confirmed our appointment time. She got my contact information. And she thanked me for calling and gave me a friendly good-bye.

Telephone Professionalism

  • Was a sense of rapport created?N/A2/2
  • 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.):

During the phone call, I did not feel that any rapport was created. There were a few times that there was an awkward silence on Meagan's part. Overall, her presentation was natural, it did not seem like she was reading from a script. She did not use my name during the phone call. But she did answer any questions I asked to my satisfaction.

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.):

Meagan was at the door to let me in as soon as I buzzed to be let into the building. We re-introduced ourselves and she seemed eager to help me. She was finishing up something in her office and she asked me to take a seat in the lobby. She finished up what she was doing quickly and came out to start the tour. She did not ask permission to review my needs.

Onsite Qualifying

  • Was a guest card (or similar) reviewed during your visit?N/A2/2
  • Was your date of need reviewed?Yes2/2
  • Was the apartment size you needed reviewed?Yes2/2
  • Was the number of occupants reviewed?Yes2/2
  • Was your reason for moving reviewed?Yes1/1
  • Was your place of employment or occupation reviewed?N/A2/2
  • Was whether or not you had pets reviewed?Yes1/1
  •  Total: 12/12
    12
    100

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

I did not observe a guest card filled out; However, we discussed what size apartment was needed, when move-in was needed and that my daughter would be occupying the apartment by herself. Meagan did ask about whether we had any pets. I said my daughter wanted to get a cat and Meagan went over the pet policy.

Onsite Discovery

  • Were the features you stated were most important to you in your apartment home reviewed?Yes5/5
  • Were the features/amenities you stated were most important to you in your community reviewed?Yes5/5
  • "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."Yes5/5
  • Was your preference in location (for example: floor level, view, sunlight, etc.) for your apartment home reviewed?Yes5/5
  • Were your favorite things about where you currently live reviewed?N/A5/5
  • Were the things you would like to change about where you currently live reviewed?N/A5/5
  • 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?Yes5/5
  •  Total: 40/40
    40
    100

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

Meagan pointed out the hardwood floors in the apartment that were important to me. She showed me the amenities such as the laundry room and fitness center at the beginning of the tour. I asked a little about the community and Meagan assured me that there were a lot of restaurants and carry out places very close by within walking distance. She did not ask about a current living situation or what needed to be changed. She knew my interest in the area was the proximity to JHU.

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?Yes3/3
  • "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: 21/22
    21
    95.45

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

Meagan asked if I wanted to see amenities first or the apartment? I told her to pick and we started the tour in the basement where she showed me the laundry room, trash room, and fitness center. She was very much in control of the tour and very informative. She moved at a nice pace, she did not rush me through. Meagan was concerned about COVID, so she had me take the elevator to each location while she went up and down the stairs. This made me feel very comfortable. She did not talk about staff or maintenance.

We toured the actual vacant apartment I would be renting. It was clean and well kept. Meagan pointed out the hardwood floors in the apartment that were important. I asked a little about the community and Meagan assured me that there were a lot of restaurants and carry out places very close by within walking distance. She did not ask about a current living situation or what needed to be changed. She knew my interest in the area was the proximity to JHU.

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..."N/A5/5
  • 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? Yes5/5
  • Did the leasing consultant offer options?Yes5/5
  • Did the leasing consultant confirm they had handled your objection?N/A5/5
  •  Total: 25/25
    25
    100

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

My main objection was to having hardwood floors, which this apartment offered. I was also worried about my daughter's safety and security while living alone. Meagan pointed out the locks on the doors and the fact that each unit had double doors with locks on each door. The apartment was secure and you either had to have a code or buzzed in to gain entrance. This made me comfortable so Meagan didn't have to clarify what I meant nor confirm that she handled my objection.

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?Yes5/5
  • Did the leasing consultant ask you to apply today?Yes5/5
  • "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."Yes5/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?Yes5/5
  •  Total: 25/25
    25
    100

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

Meagan created urgency by saying there was only one apartment available at this time and that apartments went fast in this community. She urged me to apply quickly and talked about being able to apply on line. She wanted me to bring my daughter to see the property. I said I was picking my daughter up from the airport the next day and possibly we could come right out and look at the apartment and that I would call Meagan to arrange a firm appointment.

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.):

Meagan presented herself professionally. She was enthusiastic about the apartments and community. Her presentation was conversational, not canned or rehearsed. She learned a lot of information by just talking to me casually. She seemed very sincere and polite. There were no other staff that we encountered while I was there, so she could not introduce me to anyone.

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.):

Meagan did nothing to discourage me from wanting to rent the apartment. She was not discriminatory at all. She did go over rental rates of the different apartments.

Follow Up - 24 hours

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?Yes10/10
  • Did the leasing consultant follow up again within 3 business days?Yes5/5
  •  Total: 15/15
    15
    100

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

Meagan called me twice since my visit to the community.

Performance Evaluation

Total Phone Score: 83%
On Site Score: 95%
Total Score: NAN%

General Questions