Report For Briana Penn at Brookstone Apartments
Report For Briana Penn at Brookstone Apartments
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Current Score
64.36%
Average Score
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Shop Description
THE PHONE CALL MUST BE RECORDED USING THE FOLLOWING PROCESS: The Shopper will Dial access number: (201) 215-6812 and enter the PIN: 403868673. Then wait for the dial tone. The Shopper will manually dial the phone number you wish to call using format: AREA CODE + PHONE NUMBER (ex: 2013993020). Your call will connect and be recorded. The onsite visit must be audio recorded using the FREE App called Smart Recorder.CLIENT REQUIREMENTS: As the shopper/prospect you are looking for a three bedroom, you saw the property while driving by, Your objection is price. You need to move within the next 14 days.
Office Hours: M-F 8:30 am-5 pm, Sat. 10 am-5 pm, Sun 12 pm-5 pm.
DUE TO COVID-19 YOU MUST MAKE AN APPOINTMENT AND ADHERE TO THE CDC GUIDELINES OUTLINED ON YOUR SHOPPER DASHBOARD UNDER DOWNLOADS.
PLEASE READ THE NEW CLIENT REQUIREMENTS ON YOUR SHOPPER DASHBOARD. These jobs are IMMEDIATE ASSIGNMENTS. If the job is unassigned to your Shopper Dashboard before the Shop Date you selected then you will be informed in an email or text.
It is mandatory that you read the MAMS Tutorial along with the MAMS Phone and Onsite Script. All instructions must be followed for the completion of a report and to be paid.
The company that manages this property utilizes a special database to track information on all callers/guests. As a result, if you have called or visited another property managed by this company in the past (whether for a shop or as an actual prospect), your contact information will be saved in their system. When the leasing professional attempts to enter your information during the telephone call OR onsite visit, they will be notified of WHICH other properties you have visited and WHEN. This can be an immediate red flag that you are a shopper!
To preserve your identity as a shopper, MAMS requires that you alter your contact information as follows for this shop: Nickname or variation of your name - (Ex: Tina = Christina, Chrissy, Chris, etc.). You can make up a middle name and say you go by it, or you can use a different last name if you can say you were married/divorced.
If you have visited this property in the past at any time please do not go back to the same property.
Performance Evaluations
Information
- Agent: Briana Penn
- JOB#: 11649_111020153
- Shopper Name: Abimbola Otugalu
- Property Name: Brookstone Apartments
- Address: 1 Duke of Windsor Court, Gwynn Oak, MD, USA
- Shop Date: 11/15/2020
General Questions
- Date of Phone Call: 11/15/2020
- Time of Phone Call: 1:02 PM
- Length of Phone Call: 3:45 minutes
- Date of Onsite Visit: 11/15/2020
- Time of Onsite Visit: 1:45 PM
- Length of Onsite Visit: 11:00 minutes
- Date Home Needed: Nov 29th
- Home Size Needed: Three bedroom
- Special Features or Preferences Needed: washer/dryer, dishwasher, large closet space and ample parking
- A NOTE ABOUT OUR SCORING :
- OUTSTANDING: 95% TO 100%
- ABOVE AVERAGE: 88% TO 94.9%
- AVERAGE: 78% TO 87.9%
- BELOW AVERAGE: 77.9% OR BELOW
- EXECUTIVE SUMMARY :
- Leasing Professional's overall attitude and impression: Brianna was soft-spoken and not over-friendly on the phone. I was indifferent about the upcoming visit. She did warm up after I came back from the self-guided tour.
- What are the strengths of the Leasing Professional: She was knowledgeable about the floor plans and availability. She handled my objections and offered options.
- What are the weaknesses of the Leasing Professional: Brianna focused on giving me information about availability but she did not ask me any questions about my apartment search. She did not ask me any questions about my apartment and community preferences. Brianna did not follow up with me. I never received the information she promised while we were on the phone. She did not follow-up after the onsite visit.
Uploaded Materials
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Phone
- 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
- Did the leasing consultant ask for your name?Yes1/1
- Did the leasing consultant use your name throughout the conversation?No0/1
- Did the leasing consultant ask you how you heard about the community?No0/1
- 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?No0/1
- Was a specific apartment described that met your needs?No0/1
- Were the apartment features described before a price was given?No0/1
- 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?N/A1/1
- As a result of the conversation were you looking forward to visiting the community?No0/1
- Total: 17/2958.62
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): :
The phone was answered on the second ring by a female who stated "Thanks for calling Brookstone Apartments, Brianna speaking how may I help you? I told her I needed assistance finding an apartment. Brianna asked for my move-in date and size. She then asked for first and last name followed by phone number and email address. She proceeded to tell me that there was two floor plans available which was a three bedroom/two bath and three bedroom/one and a half bath. She then gave me a price range of the apartments. She mentioned that there were a few available. She proceeded to tell me she was sending me an application. I thanked her. She then invited me to the community, I accepted and made an appointment to visit the community. The only reason I would have visited was the fact that there was a three bedroom available for my immediate move in date. She didn't discuss community amenities or apartment features. Her tone was a little hard to read, she wasn't rude but she didn't express to much emotion.
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?N/A0/0
- Were refreshments made available?N/A0/0
- 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?N/A0/0
- Was your overall impression a positive one?Yes0/0
- Total: 0/0NAN
Please explain your answers, if necessary, to the questions related to the site observation: :
The location was easy to locate using the signs. They were in working order and well maintained. The lots, grounds and landscaping were well maintained as well. There was no trash around the community. I did not enter the leasing office, Brianna said no one was allowed in due to social distancing.
Greeting
- 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?No0/1
- Was the Leasing Consultant dressed professionally?Yes0/0
- Did the Leasing Consultant introduce him/herself to you?No0/1
- Did the Leasing Consultant have a partially completed guest card available, fill one out to you, or invite you to fill one out?N/A1/1
- Did the Leasing Consultant seem genuinely interested in helping you?No0/1
- Total: 1/425
Please describe how the Leasing Consultant interacted with you when you first arrived on-site? :
When I first arrived, while reading the sign on the door, Brianna opened the door slightly and spoke with her head out of the door. She said "how can I help you?" I told her that I had an appointment and she immediately asked for my ID. She did not introduce herself. I gave it to her and she pulled her head back in and closed the door behind her. She came back out a minute later, this time she fully came out of the office, and explained what I would be viewing. Because I did not enter the leasing office, I cannot comment on whether a guest card was available/filled out.
Brianna exhibited the same type of mannerism on first impression as I approached the leasing office as she did on the phone. She didn't show any emotion such as enthusiasm. I wasn't greeted with a happy smile. She was monotone. This didn't make me excited about the beginning of my onsite experience.
Brianna exhibited the same type of mannerism on first impression as I approached the leasing office as she did on the phone. She didn't show any emotion such as enthusiasm. I wasn't greeted with a happy smile. She was monotone. This didn't make me excited about the beginning of my onsite experience.
Qualifying
- Did the Leasing Consultant ask or confirm how you heard about the community?No0/1
- 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?No0/1
- Did the Leasing Consultant ask or confirm your phone number?No0/1
- Did the Leasing Consultant ask or confirm the size apartment you needed?Yes1/1
- Did the Leasing Consultant ask or confirm your current address?No0/1
- Did the Leasing Consultant ask or confirm why you are moving? No0/1
- Total: 3/837.5
Please describe the process used by the Leasing Consultant to uncover your needs by qualifying during the on-site presentation::
We didn't review my needs in the beginning but we discussed some as we stood outside after my self guided tour. She confirmed my move in date, occupants and size unit needed.
Demonstration
- Did you see a MODEL or a VACANT?Yes0/0
- Was a convenient route taken to the vacant/model apartment? Yes2/2
- 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?N/A2/2
- Did the Leasing Consultant speak of the benefits concerning the Management Company?No0/2
- Did the Leasing Consultant mention maintenance and their quick response?No0/2
- Did he/she discuss or point out the amenities and facilities on the property or any area conveniences?No0/2
- 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/A2/2
- Did the Leasing Consultant spend enough time with you throughout the demonstration?No0/2
- Were your objections overcome?Yes2/2
- Was the vacant/model comfortable (lighting, temperature, clean)?Yes2/2
- Total: 12/2060
Onsite Narrative (Please provide a detailed narrative of your visit and be specific. This is mandatory.):
Brianna explained that this was a self guided tour, so there was no demonstration evaluated. She explained what I would be touring. She did stand outside with me for a few minutes after my self-guided tour to discuss what I liked and what I didn't like about the unit. I objected to the price and she explained that prices did change daily, and she could call me to inform me of those changes.
Closing
- Did the Leasing Consultant invite you back to the office?N/A1/1
- 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?N/A3/3
- Did the Leasing Consultant create a sense of urgency?No0/2
- 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?Yes1/1
- Were you given a brochure?No0/1
- Were you give an application? N/A1/1
- 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: 32/3591.43
Please briefly describe the Leasing Consultant's closing skills and techniques used ( This is a mandatory field. Be as specific as possible).:
I returned back from visiting the vacant unit and was met outside by Briana. She handed me my ID and asked how I liked the apartment. I told her my objections and she countered by offering a floor plan. I explained to her that the price was not in my range, which was my first objection. I did ask if they had a special running. She didn't say yes or no directly.
She informed me that the current price could change tomorrow or next week, she could call me and inform me of the price change. She also mentioned that specials come at different times as well, she would call if that happened as well. She also suggested a smaller unit/non renovated unit might fit in my price range as well. We talked about the neighborhood and online application process. After everything was said and done, she offered to look at other communities, sister ones, for units in my price range. She never gave me a business card or brochure once we ended the tour. She never asked me to apply either. She did spend a good amount of time at the end to get to know me better and sell the community. I believe she gave her best effort that she knew how to.
She informed me that the current price could change tomorrow or next week, she could call me and inform me of the price change. She also mentioned that specials come at different times as well, she would call if that happened as well. She also suggested a smaller unit/non renovated unit might fit in my price range as well. We talked about the neighborhood and online application process. After everything was said and done, she offered to look at other communities, sister ones, for units in my price range. She never gave me a business card or brochure once we ended the tour. She never asked me to apply either. She did spend a good amount of time at the end to get to know me better and sell the community. I believe she gave her best effort that she knew how to.
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?" No0/0
- Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?No0/0
- Total: 0/0NAN
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?" :
When I asked about safety, Brianna told me about what was in place currently for security and in the near future how they are planning on installing cameras/using patrol. She freely told me about the type of people, she mentioned that I would be living around a lot of children. She did not say anything discriminatory.
Follow-Up within 48 hours
- Did the Leasing Professional follow up within 48 hours of your visit? No0/5
- Total: 0/50
Please explain what day and time your received a follow up. Did the Leasing Professional follow-up by email or phone call?:
I received no follow up email or call.