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Report For Jodian P. Hamilton at Charles and Blackstone Student Housing

Report For Jodian P. Hamilton at Charles and Blackstone Student Housing

0%
Current Score
39.4%
Average Score
  • 0%
    10-26-2018
  • 79%
    4-11-2019
  • 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.):

Jodian answered the phone with a pleasant greeting. She sounded very faint and then she spoke up when I could not hear her. She initiated the call with the name of the property and introduced herself. After stating my inquiry, the leasing agent requested my name.

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.):

Jodian asked what size apartment I was seeking and my move date. I responded that I would like a one-bedroom and I would like to move in May. I told her I was a student at Hopkins. She asked me what price range I wanted to stay within. I told her around $2,000 monthly. She asked how many occupants and If I was asked if there would be any pets. My response was not at this time but I was considering a pet. The leasing consultant did not inquire about my reason for moving but I had already told her I was a student at Hopkins and she asked if I would be on the Homewood Campus.

She told me she had more questions to ask and I agreed. She asked how I heard about the property. My response was on apartments.com

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?Yes5/5
  • 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?Yes5/5
  • 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?Yes5/5
  • 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?N/A5/5
  • Did the leasing consultant ask you "what else" or encourage you to expand on any of your answers?Yes5/5
  •  Total: 35/40
    35
    87.5

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

Before proceeding with additional questions the consultant asked if she could. The consultant asked if there were any features that were important to me. I told her no and that it had been a long time since I have lived in an apartment. The consultant did not discuss community amenities or features. The consultant asked if I looked online at the community and I responded briefly. No floor plans were discussed. The consultant asked if I had a floor preference. I told her it didn't matter.

The consultant did not ask what interested me in the local area but I had already stated that I was a Johns Hopkins student. The consultant did encourage me to ask additional questions.

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.):

Jodian mentioned the price of the apartment after discovering my needs. She asked about my price range earlier in the conversation. Jodian did not quote any utilities or other benefits.

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.N/A2/2
  •  Total: 14/14
    14
    100

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

The consultant asked what time it would be best for me to come in. She described the location and special markings on the building.

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.):

Jodian went over what should would have available and invited me in for a tour. We decided on 2:00 pm that day. She asked for my phone number only. The consultant gave a friendly good bye.

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?Yes2/2
  • Were all of your questions answered to your satisfaction?Yes2/2
  •  Total: 10/10
    10
    100

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

Jodian was very pleasant and had control of the conversation at all times. The presentation seemed to flow. She used my name towards the end of 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. 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?Yes5/5
  •  Total: 20/20
    20
    100

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

Jodian met me in the leasing office. There was some confusion over what building we were meeting at. She greeted me with a smile and shook my hand as well as introduced herself. She seemed eager to help me. She did ask If wanted any water or coffee before we went over my needs.

Onsite Qualifying

  • Was a guest card (or similar) reviewed during your visit?Yes2/2
  • 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?No0/1
  • Was your place of employment or occupation reviewed?No0/2
  • Was whether or not you had pets reviewed?Yes1/1
  •  Total: 9/12
    9
    75

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

Jodian reviewed my information she gathered from our phone conversation. She did not ask about my employment. She asked me again about my floor preference. I gave her my phone number and email address.

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?No0/5
  • "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?Yes5/5
  • 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?Yes5/5
  •  Total: 20/40
    20
    50

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

Jodian went over the available amenities of the apartment and as well as my stated floor preference.

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?Yes3/3
  • "Did the leasing consultant praise the onsite professional staff and Management Company? For example: leasing, landscaping, maintenance or security staff"Yes1/1
  • 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?N/A3/3
  • Did the leasing consultant discuss surrounding area benefits that you said were important to you?No0/2
  • 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: 18/22
    18
    81.82

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

As we walked to the vacant Jodian asked me what I was studying at the University. She explained the buildings that they manage. Jodian showed the mail room first as it was in closer proximity to the entrance. I was shown the available apartment. She went over the utilities and necessary connections as well as the option to get rental furniture for the apartment.

She led me through each room in the vacant and described all the features. She offered suggestions where I could put furniture and use the different areas for. She opened closet doors to show me the space. She offered to show me some efficiency units.

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? 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.):

An objection was made about the parking options. Jodian provided alternatives.

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?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."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.):

Jodian encourage me to apply and I told her I would have to discuss with my mom prior to applying. There was no second attempt to close. She did not arrange a follow up 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?N/A2/2
  •  Total: 18/20
    18
    90

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

Jodian was pleasant and dressed professionally. She did ask where else I was looking. She kept our conversation very formal. She had did not express much interest in small talk.

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.):

I asked about safety and Jodian explained they have access controlled buildings and they have campus patrol in the area.

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 follow up call or email following the visit within 24 hrs or 3 days.

Performance Evaluation

Total Phone Score: 93%
On Site Score: 70%
Total Score: 0%

General Questions