Report For Hannah Imel at The Mt Royal

Report For Hannah Imel at The Mt Royal

Current Score
Average Score
  • 90%
  • 25%50%75%100%

Performance Evaluations


  • Was the telephone answered promptly?Yes1/1
  • Did the leasing consultant answer by identifying him/herself and the community?Yes1/1
  • Was their voice pleasant and professional?Yes1/1

    Hannah answered the phone promptly, introduced the name of the community and then stated her name as well. Her voice was very pleasant and she sounded professional when answering the phone.
  • Did the leasing consultant ask for your name?Yes1/1
  • Did the leasing consultant use your name throughout the conversation?Yes1/1
  • Did the leasing consultant ask you how you heard about the community?Yes1/1
  • Did the leasing consultant request your phone number?Yes4/4
  • Did the leasing consultant ask your desired move in date?Yes1/1
  • Did the leasing consultant ask for the number of occupants?Yes1/1
  • Did the leasing consultant ask If you were looking for any special features or had any specific preferences in mind?No0/1
  • Did the leasing consultant ask if you needed directions to the community?No0/1
  • Did the leasing consultant ask what size apartment you were looking for?Yes1/1
  • Did the leasing consultant ask If you had a specific price range?No0/1
  • Did the leasing consultant ask If you had any pets? No0/1
  • Did the Leasing Consultant describe the apartment features?No0/1
  • Did the Leasing Consultant describe the community amenities or local area conveniences?Yes1/1
  • Was a specific apartment described that met your needs?No0/1
  • Were the apartment features described before a price was given?N/A1/1
  • Did the Leasing Consultant create a sense of urgency?No0/1
  • Did the Leasing Consultant attempt to set an appointment with you?Yes5/5
  • Did the Leasing Consultant leave a positive impression about him/herself and the community?Yes1/1
  • As a result of the conversation were you looking forward to visiting the community?Yes1/1
  •  Total: 22/29

Please describe the Leasing Consultant's telephone presentation including greeting (state the exact greeting), prices, features, amenities, and how they persuaded you to visit the community (Please write the phone narrative from beginning to the end of the conversation): :

She asked for my first and last name and used it several times during our conversation. She also asked how I heard about the community and I told her Hannah asked for my email and phone number and I provided her with both. She asked for my move-in date, and apartment size.

I asked if the community was student housing and she said they rent to anyone that qualifies. She asked me why the Mt. Royal area and she wanted to know where I worked. I told her it would be central to where I work between DC and Philadelphia. I explained I did a lot of consulting work in those area.

She did not ask for my price range, specific apartment features or if I had pets. She did mention how conveniently located the apartment building was to Mt. Vernon, 83 and Penn station. Hannah asked me when I'd like to come in and we set an appointment for later that same day. Hannah really didn't share much with me about the community or the apartment during our phone call but she was polite and professional and I was still looking forward to coming in for a tour.

Site Observation

  • Was the community easy to locate?Yes0/0
  • Were the community signs quickly visible?Yes0/0
  • Were there enough directional signs to easily find the leasing office?Yes0/0
  • Were the signs in good repair and attractive?Yes0/0
  • Did you find the property trash fee and neat?Yes0/0
  • Was the landscaping attractive?Yes0/0
  • Was there any trash of furniture around the dumpsters?No0/0
  • Was the leasing office neat and inviting?Yes0/0
  • Were refreshments made available?No0/0
  • Were building entries clean and free of clutter?Yes0/0
  • Did you notice any siding/trim, etc. which needed painting and repair?No0/0
  • Were laundry rooms neat and clean? N/A0/0
  • Were common areas pool/playground etc. well maintained?Yes0/0
  • Was your overall impression a positive one?Yes0/0
  •  Total: 0/0

Please explain your answers, if necessary, to the questions related to the site observation: :

The community was very easy to locate and I easily found parking in the lot that she mentioned during our phone call. The building had large flags on the facade and the building was easy to locate. Instructions to get buzzed into the building via intercom were also easy to find. The building's signage was neat and in good repair. There was no trash in the parking lot or at the front of the building. The leasing office was very nice and felt upscale, it was very inviting and Hannah's desk was very neat. The building's entry was also clean and free of clutter. All of the common areas including the gym and 2 lounges were very clean and seemed to be well maintained.

Overall, my first impression was very positive.


  • Did the Leasing Consultant stand up to greet you with a smile and a handshake OR, if the Leasing Consultant was busy with someone else, did he/she acknowledge your presence and ask you to make yourself comfortable?Yes1/1
  • Was the Leasing Consultant dressed professionally?Yes0/0
  • Did the Leasing Consultant introduce him/herself to you?Yes1/1
  • Did the Leasing Consultant have a partially completed guest card available, fill one out to you, or invite you to fill one out?Yes1/1
  • Did the Leasing Consultant seem genuinely interested in helping you?Yes1/1
  •  Total: 4/4

Please describe how the Leasing Consultant interacted with you when you first arrived on-site? :

When I arrived Hannah stood to greet me and shook my hand. Hannah was very artsy and had blue hair, she was dressed professionally in business casual. Hannah had my information available when I arrived and was able to confirm my move-in date. Hannah seemed really interested in helping me and presented me with several apartment styles for me to select for the tour.


  • Did the Leasing Consultant ask or confirm how you heard about the community?Yes1/1
  • Did the Leasing Consultant ask or confirm your move-in date?Yes1/1
  • Did the Leasing Consultant ask or confirm number of occupants?Yes1/1
  • Did the Leasing Consultant ask or confirm special or specific features?Yes1/1
  • Did the Leasing Consultant ask or confirm your phone number?Yes1/1
  • Did the Leasing Consultant ask or confirm the size apartment you needed?Yes1/1
  • Did the Leasing Consultant ask or confirm your current address?Yes1/1
  • Did the Leasing Consultant ask or confirm why you are moving? Yes1/1
  •  Total: 8/8

Please describe the process used by the Leasing Consultant to uncover your needs by qualifying during the on-site presentation::

Hannah confirmed my move-in date and number of occupants. She asked me if I was looking for any special features and I let her know that I wanted an updated apartment and parking. She showed me several apartment floor plans that fit my needs for a two- bedroom and both available to see. Hannah did not confirm my current address but she did ask me where I currently lived. She also asked me why I was moving and I told her that I liked the location of the Mt. Royal and that I wanted an apartment that was fully updated.

She confirmed my phone number over the phone so I gave her points.


  • Did you see a MODEL or a VACANT?Yes0/0
  • Was a convenient route taken to the vacant/model apartment? Yes1/1
  • Were any energy saving features discussed and/or explained? (i.e. New HVAC system; LED Bulbs; and/or electrical outlets). No0/1
  • Did the Leasing Consultant attempt to find out more about you while you walked to the vacant/model, during the presentation, or while reviewing floor plans?Yes2/2
  • Did the Leasing Consultant speak of the benefits concerning the Management Company?Yes2/2
  • Did the Leasing Consultant mention maintenance and their quick response?Yes2/2
  • Did he/she discuss or point out the amenities and facilities on the property or any area conveniences?Yes2/2
  • Were benefits or features in the apartment pointed out or discussed with you?Yes2/2
  • Was the presentation personalized by talking about your furniture/belongings and how they would fit in the apartment?N/A0/2
  • Did the Leasing Consultant spend enough time with you throughout the demonstration?Yes2/2
  • Were your objections overcome?Yes2/2
  • Was the vacant/model comfortable (lighting, temperature, clean)?Yes2/2
  •  Total: 17/20

Onsite Narrative (Please provide a detailed narrative of your visit and be specific. This is mandatory.):

We toured two vacant apartments that were move-in ready. Our routing to both apartments was convenient. Hannah showed me the online portal (at the end of the tour) and discussed the 24-hour maintenance during the tour. We chatted about our backgrounds (art) and Hannah seemed to be genuinely interested in finding out more about me. Hannah showed me two community rooms and the gym during the tour.

The other amenities that we discussed were the package delivery lockers and available parking. The tour felt very personalized. Hannah was very relate-able and extremely knowledgeable about the building's history. We discussed how spacious both apartments were but my specific belongings were not discussed.

I felt that Hanna spent plenty of time with me during the tour. My objection was that the second apartment that we toured was a ground level apartment and felt very dark. Hannah overcame my objection by stating that once I was moved in the apartment would feel different and more inviting.

Both of the vacant apartments that we toured were comfortable clean and move-in ready.


  • Did the Leasing Consultant invite you back to the office?Yes1/1
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process?Yes10/10
  • Did the Leasing Consultant confirm your move in date?Yes2/2
  • Did the Leasing Consultant mention any specials or incentives that were currently being offered?Yes3/3
  • Did the Leasing Consultant create a sense of urgency?Yes2/2
  • Did the Leasing Consultant ask you why you were not interested in renting today? Yes2/2
  • If you stated that you had other places to see, were you asked where else you wanted to look before making a decision?Yes1/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?N/A1/1
  • Were you given a brochure?Yes1/1
  • Were you give an application? Yes1/1
  • Did you feel that the leasing consultant was giving the sale his/her best effort?Yes2/2
  • Did the Leasing Consultant attempt to overcome your objections in regards to why you are not ready to lease today and close again?Yes4/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?Yes5/5
  •  Total: 35/35

Please briefly describe the Leasing Consultant's closing skills and techniques used ( This is a mandatory field. Be as specific as possible).:

Hannah did invite me back to her office after the tour. Hannah did ask me if I wanted to start the application process in office and I told her that I wasn't ready to make a commitment. She said that she understood. She let me know that there was a 1-month free concession for a 15-month lease. She also gave me the prices for market-rate rents as well as the special rental rates that were considerably lower. I felt a sense of urgency because there weren't many apartments in terms of size available during my move-in date.

She asked me If I was looking at any other places and I told her that I toured 500 Park in Mt. Vernon but she did not seem to know anything about that community. I gave her points for #8 because there are so many communities in downtown Baltimore it would be hard to know about all of them. We discussed that a smaller sized apartment would not be suitable for a creative professional. I was given a brochure that included information about the floor plans we toured, the building's amenities and Hannah's business card. I was not given an application but Hannah told me I could apply online.

I felt that Hannah definitely gave the tour her best effort. She handled my objections well and was pleasant and engaging the entire time. I Told Hannah that I wasn't ready to make a decision after the tour and she said that she understood. She also provided me with information to apply online when I was ready.

Fair Housing/ Crime Supplement

  • Did the Leasing Consultant respond properly when you asked "What type of security do you have?" or "Is it safe here?"Yes0/0
  • Did the Leasing Consultant respond properly when you asked "What type of people live here?" Yes0/0
  • Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?No0/0
  •  Total: 0/0

Explain the Leasing Consultant's response to "What type of security do you have?" or "Is it safe here?" and "What type of people live here?" :

I asked Hannah if the tenants were mostly students and she said no and also said that anyone who qualifies could live there. When I asked her about Security she let me know that the building was monitored by cameras and that there was a security guard on site after business hours. Nothing she did or said during the tour could have been perceived as discriminatory.

Performance Evaluation

Total Phone Score: 76%
On Site Score: 96%
Total Score: 0%

General Questions