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Report For Brittany Anand at 611 Park Apartments

Report For Brittany Anand at 611 Park Apartments

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Current Score
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Average Score
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Performance Evaluations

Telephone Greeting

  • Was the greeting friendly and professional?Yes5/5
  • Was the phone call initiated with the name of the property?No0/5
  • Did the leasing consultant introduce themselves by name?No0/5
  • Did the leasing consultant ask you for your name?No0/5
  •  Total: 5/20
    5
    25

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

After the 1st ring…. Brittany answered with the name of the community and she introduced herself. Brittany had a pleasant tone.

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.):

After the 1st ring…. Brittany answered with the name of the community and she introduced herself. I said I was checking on availability for either a one or two bedroom depending upon size and price. She asked when I was looking to move. I told her mid-September. She quoted me a one bedroom with 930 square feet and the price was $1,249. The one bedroom was oddly bigger than the two-bedroom and cost less.

Brittany then told me about a two-bedroom, two bath she had available if I would be flexible with an earlier move date. She quoted me a price of $1,549 and the square footage was 864.

She immediately invited me in for a tour. We agreed on a schedule appointment the next day at 9:30 am. She only asked for my first name and my phone number which I gave her Marie and the number I gave was 410-220-5719. She said she wouldn’t be able to tour the exact apartment but she could show me pictures.

Brittany asked if I had any more questions. She repeated our appointment back and thanked me for calling. We said our goodbyes.

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.):

Brittany was pleasant so she definitely had my attention and yet she did not ask any discovery questions.

Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.No0/5
  • 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. N/A2/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.No0/3
  •  Total: 2/10
    2
    20

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

Brittany quoted me a one bedroom with the square footage and price. The one bedroom was oddly bigger than the two-bedroom. For the one bedroom she quoted me 930 square feet for $1,249.

Brittany then told me about a two-bedroom, two bath she had available if I would be flexible with an earlier move date. She quoted me a price of $1,549 and the square footage was 864.

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.):

I was invited in for an appointment but we did not discuss location.

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.):

Brittany provided very little information about the community over the phone. She asked for my phone number and first name but nothing else.

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?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: 4/10
    4
    40

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

Brittany has a professional and friendly manner. She never addressed me by my name.

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?No0/5
  • 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: 5/20
    5
    25

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

The phone shopper and the onsite shopper were two different people since the original shopper did not get a recorded phone call.

The onsite shopper had a scheduled call on August 9th at 10:25 AM. The following is the onsite shopper's narrative:

I had to be buzzed in. Brittany greeted me with a warm smile but did not introduce herself nor shake my hand. She did did not confirm who I was yet she assumed I was her 10:30 AM appointment. She confirmed I wanted a one bedroom apartment and immediately asked for my ID. I did have to ask her name. She then confirmed I wanted to move before the school year started on August 26th. After she confirmed my move date she said she would grab the keys and she started with the amenities. She didn't ask which I wanted to see first. She showed me the two amenities on the first floor.

As we walked she gave me the price for the apartment and asked if that was in my price range. We got on the elevator and Brittany created a sense of urgency by telling me the apartments go quickly. I asked how long the apartment has been vacant and she said it just recently became available. She made a comment that she thought the building was 20 years old.

I felt she showed an eagerness to help address several issues: particularly the urgency in moving and my budget. She advised that there were smaller and less expensive units. When I raised concerns about the pricing and she checked in with me often and offer other units. While she did not ask to review my needs, she did remember from the (non-recorded) phone call that I was looking for a one-bedroom in the $1,200 price range.

Onsite Qualifying

  • Was a guest card (or similar) reviewed during your visit?No0/2
  • 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?No0/1
  •  Total: 6/12
    6
    50

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

I did not observe a guest card filled out. She did remember from the phone call that I was looking for a one-bedroom in the $1,200 a month range and that I would need to move in within a month. During the visit, she reconfirmed these details. She never asked my occupation or why I needed to move. Pets were never discussed.

I told her I wanted to move before school started and she could have asked me about the number of occupants but she didn't say anything.

Onsite Discovery

  • Were the features you stated were most important to you in your apartment home reviewed?No0/5
  • 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?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?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: 5/40
    5
    12.5

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

She reconfirmed that I needed a one-bedroom in the $1,200 and no other Discovery questions were asked. We did not talk about the amenities that were important to me during the call or tour. There was never a discussion about what I saw online or how I heard about 611 Park Avenue. My preferences were limited to price and room size. She did not ask where I currently lived nor what I liked about the current location and community.

Brittany focused on my urgency to move. As far as the location, she agreed that the view from the top floor was great. She discussed the view but did not elaborate on the surrounding area features that Mt. Vernon had to offer.

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"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?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."")"No0/2
  •  Total: 15/22
    15
    68.18

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

Brittany did not ask what I wanted to see first. I was not asked. She did lead the tour very proactively. She showed me the fitness center and the lounge. These two areas were located on the first floor. We then toured the actual apartment. Brittany was very well versed on the apartments. And she really paid a lot of attention to my three main concerns: the price, I needed a one-bedroom, and the availability for my move date. She did not reference any other staff members, nor the company. The community surrounding the apartments only became a topic when I raised concerns about safety. She advised that she could only guarantee precautions within the apartment building.

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? Yes5/5
  • Did the leasing consultant offer options?Yes5/5
  • Did the leasing consultant confirm they had handled your objection?No0/5
  •  Total: 15/25
    15
    60

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

Brittany did accept and acknowledge my concerns by frequently offering alternatives, such as a smaller apartment selection. She really understood that I needed to stay in my price range.

The way the charges were presented seemed to pile up during the tour. She mentioned utilities, washer and dryer fees, application fee, credit check fee, and renter's insurance. She did supply clarification on the charges at the end.

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."No0/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?No0/5
  •  Total: 15/25
    15
    60

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

Brittany said the "units going quickly". She reminded me the unit I was looking at was the last one to meet my specifications. This created urgency. The pre-close was a soft one. She asked, "Would I like to fill out an application now or online?' There were no arrangements for a follow-up visit. She did advise that it could take up to two days to receive the credit report.

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?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?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: 14/20
    14
    70

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

Brittany was professional and knowledgeable. I would not say she tried to build rapport. It never seemed like she was interested in me as a person or a possible tenant. I was puzzled as to why she never addressed me by my name.

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.):

Brittany never indicated any racial, gender, age, or any other discriminatory biases. She showed me the unit that I indicated interest in during the phone call. I never felt rushed during the tour. She provided the rates for the unit. Later in the tour I was advised that the utility bill is paid with the rent so the rent can vary depending on usage.

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.):

On Aug. 10, 2019 Brittany called to check and make sure I had received the email from her. We clarified the email address and I received the application package.

Performance Evaluation

Total Phone Score: 28%
On Site Score: 55%
Total Score: 0%

General Questions