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Report For Michelle Miller at Hopkins House Apartments

Report For Michelle Miller at Hopkins House Apartments

0%
Current Score
77.91%
Average Score
  • 75%
    08-23-2019
  • 81%
    09-23-2020
  • 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.):

Michelle politely answered the phone within a few rings and said "Thank you for calling Hopkins House. This is Michelle. How can I help you?" She retrieved my name and contact information. Her tone was very professional and sounded eager to assist.

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?No0/2
  •  Total: 11/13
    11
    84.62

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

I immediately asked for the availability of the studio apartments. Michelle asked the qualifying questions including my desired move in date, occupants, pets and lease time frame. She did not ask how I heard about the community nor why I was moving.

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?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/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?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: 10/40
    10
    25

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

Michelle answered within a few rings and said the name of property, her name and also asked how could she help. I said that I was calling to check on the availability of the studio apartments and she immediately asked me my move in date. I said my lease would be ending on September 30th so some time during September. She said that they would have several available and asked my budget to narrow it down. I said between $1,300 and $1,400 at maximum. She explained the difference between the two studios. She also explained that the pricing started for the 2nd level and went up $5 for each level up in the building. She quoted the starting price for standard studios as $1,075 and $1,140 for Executive. She said that there would be Executives available on September 7th for $1,140 and one for $1,210 on the 16th floor. She would also have one on the 13th floor for $1,195. She said there would be a Standard available on September 21st on the 9th floor for $1,110.

She asked if it would be okay to get my contact information. She retrieved my name, email, and phone number. She began to cover the qualifying questions like occupants, pets, and desired lease time. She asked me to come in for a tour of the property and I agreed to come in that same day at 2:30 pm.

Before closing the call, she repeated the appointment time back to me and gave me her name again. Her voice was pleasant and she seemed very eager to assist. I was very much looking forward to visiting the property.

Overall, Michelle focused on the availability and pricing of the apartments. She did not spend time on the 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.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.N/A3/3
  •  Total: 10/10
    10
    100

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

Michelle asked my budget and then explained the difference between the two studios, the standard (475 ft²) and an Executive (625 ft²). She quoted the starting price for Standard Studios as $1,075 and $1,140 for Executives. She said that there would be Executives available on September 7th. Michelle was very thorough in reviewing what was available for my move date and the prices.

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.):

Michelle invited me in for a tour and asked what would be convenient for me. I agreed to come in that same day at 2:30 PM.

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.):

Before closing the call, Michelle repeated the appointment time back and even gave me her name again. She did get my contact information including name, email, and phone number. Her closing was polite and she also thanked me for calling.

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.):

Michelle's voice was pleasant and she seemed very eager to assist. Her conversation flowed naturally and she was very knowledgeable about the property features. She used my name several times during the call and I was very much looking forward to visiting Hopkins House.

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.):

Michelle's greeting was friendly, professional and welcoming. She smiled, shook my hand and introduced herself. I could tell that she had been waiting for my arrival.

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?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?Yes1/1
  •  Total: 5/12
    5
    41.67

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

Michelle was prepared with a folder containing the pricing and floor plan for the studio and details we had discussed over the phone.

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?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: 25/40
    25
    62.5

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

When I first entered the building, Michelle was not currently in the leasing office. Another nice agent called her to let her know I had arrived. I did not wait long and Michelle came out right away. She shook my hand, smiled and introduced herself. She immediately went to the office and retrieved a folder that she had already prepared with floor plans, pricing and contact information. We jumped right into the tour. Before we even started, Michelle asked if I had any questions for her. I asked about the parking and she explained the attached garages and pricing. She said the covered garage was $115 and $105 for uncovered top level garage, as well as the other underground garage for $125. She also gave me the options of street parking, which is of course no charge. Michelle even asked a passerby resident how his experience was with street parking and he kindly answered. He stated that he hasn’t had a problem with finding street parking. Michelle suggested that I try the street parking first and then add it if I felt the need.

Throughout the entire tour, I could tell that Michelle's rapport with the residents was typical and not scripted for my visit. We entered the apartment and Michelle pointed out the apartment features like, fresh paint, floors, walk in closet, and storage space. She personalized the tour by sharing her personal experience living there. I asked about students and noise and she assured me that the Hopkins students tended to be fairly quiet.

After leaving the apartment, we continued to tour the building and Michelle showed additional amenities including the trash chute, parcel lockers, mail room, fitness center, pool, security cameras, overflow parcel room, resident lounge, parking garage, market/deli, and laundry facilities. Michelle let me know about the 24-hour maintenance as well as the upcoming elevator improvements. Before concluding, Michelle asked if I had any further questions and asked if I wanted to apply. I said that I still had a few other properties to see. She said that she would send an email with further details about what is included with the rent and links to the application with a $40 application fee on the Hopkins House Xfinity link.

Michelle explained the application process, which typically takes 24-48 hours and the security deposit, which ranges from $500 up to 2 months’ rent. She also explained the gas and electric process which is provided by Flow Utility and automatically billed individually in addition to the rent.

She kindly thanked me for coming and again encouraged me to reach out with any questions.

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"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?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: 22/22
    22
    100

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

After viewing the apartment, Michelle asked if I wanted to see the building amenities and I agreed. We went to the mail room, parcel lockers, fitness center, pool, security cameras, overflow parcel room, resident lounge, parking garage, market/deli, and laundry facilities. Michelle controlled the tour with ease and her knowledge and personal experience living at Hopkins House strengthened and personalized the presentation greatly. Michelle's tour really presented Hopkins House in a very positive light. She continuously mentioned convenience throughout the entire tour and commented several times that she really enjoyed living there and its benefits.

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..."Yes5/5
  • 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?Yes5/5
  •  Total: 25/25
    25
    100

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

I presented the challenge of living among many students and possible noise. She assured me the building was quiet and also said that noise was a big concern for her also, since she had come from a house. She stated she didn't have any issues with noise and also commented that Hopkins students tended to be very studious and therefore generally quiet.

She also handled my parking objection well and even solicited support from a current resident who was passing by. I thought that was above and beyond what was necessary and it really depicted a friendly atmosphere, which was very appealing. She also gave the option of trying street parking first and then adding the garage fee later, if desired. Michelle came across as genuine and I felt like she was really interested in meeting my needs, while also being conscious of my budget.

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."N/A5/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?No0/5
  •  Total: 20/25
    20
    80

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

Michelle definitely exhibited a sense of urgency throughout the entire tour and asked if I liked the building. She encouraged questions several times before asking me to apply.

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?Yes2/2
  • 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: 20/20
    20
    100

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

Michelle gave a very animated and personal presentation. She was dressed in a nice business casual outfit - sweater and slacks. Michelle was very friendly, professional and most importantly, thorough and informative. I never felt pressured and Michelle came across as genuine. Her presentation flowed effortlessly and I got a sense that she enjoyed both living and working there. I felt like she was really interested in meeting my needs, while also being conscious of my budget. Based on Michelle's presentation, I would not have hesitated with applying. The presentation was impressive! So much so, that I would actually really consider Hopkins House for myself in the future.

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.):

Michelle never exhibited any behavior that could be perceived as discriminatory. I never felt steered one way or the other. I was given the rental rates and apartment details upfront and did not feel like she made any attempts to delay or deter me from moving there. If anything, Michelle did the opposite and stated resident diversity as one of her favorite things about living there.

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.):

Michelle said she would follow up via email. However, I was surprised that I never received anything from her.

Performance Evaluation

Total Phone Score: 69%
On Site Score: 79%
Total Score: 0%

General Questions