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Report For Susan Groves at Brook View Apartments

Report For Susan Groves at Brook View Apartments

0%
Current Score
94%
Average Score
  • 94%
    3-30-2020
    • 25%50%75%100%

Shop Description

YOU WILL NOT BE VISITING THE PROPERTIES. YOU WILL BE ACCEPTING A VIRTUAL TOUR. You can take the Virtual Tour through Skype, Facebook Messenger, or FACETIME. Please make sure you download or have one of these options set up already.

THE SHOPPER MUST BE PREPARED TO HAVE ANSWERS TO ALL THE LEASING PROFESSIONAL’S QUESTIONS. PLEASE KNOW WHAT YOU WANT IN YOUR NEW APARTMENT HOME AND COMMUNITY. Please review the community's website at https://www.crcrealty.com/ before conducting the shop.

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.

THE PHONE CALL MUST BE AUDIO RECORDED AND THE VIRTUAL TOUR MUST BE AUDIO RECORDED. Use your desktop or laptop to conduct the Virtual Tour and use your phone to record the tour. PLEASE READ the MAMS Tutorial on the Shopper Dashboard for instructions. It is mandatory that you read the MAMS Tutorial along with the MAMS Phone and Virtual Tour Script. All instructions must be followed for the completion of a report and to be paid. There are apps that must be downloaded to your phone. iPhone may have a minimal charge for the Call Recording Application.

Performance Evaluations

Information

  • Agent: Susan Groves
  • JOB#: 21868_032920303
  • Shopper Name: Keisha Cash
  • Property Name: Brook View Apartments
  • Address: 5921 Western Run Drive, Baltimore, MD, USA
  • Shop Date: 3/30/2020

General Questions

  • Date of Phone Call: 3/30/2020
  • Time of Phone Call: 12:12 PM
  • Length of Phone Call: 4:00 minutes
  • Date of Virtual Tour Visit: 3/30/2020
  • Time of Virtual Tour Visit: 12:30 PM
  • Length of Virtual Tour Visit: 12:00 minutes
  • SHOPPER INFORMATION :
  • Shopper Name Given : Keisha Clash
  • Shopper's phone number given: 443-676-6615
  • Shopper's email address given: Kgilmore@udel.edu
  • How you heard about the property: Wasn't asked
  • Apartment size needed: 2 bedroom
  • Date home needed: End of April- early May
  • Pets: None
  • Number of occupants: 2
  • Reason for moving: Rent increase
  • Special preferences or needs: No ground floor
  • Where you shown a model and/or a vacant?: Yes
  • A NOTE ABOUT OUR SCORING SYSTEM:: N/A
  • 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: Susan was very knowledgeable about the community and its features. She was very patient and was great with follow up.
  • Leasing Professional's strongest points: Susan gave a thorough demonstration using the virtual video on the website. She was detailed in explaining all of the apartment features.
  • Leasing Professional's weakest points: We did not discuss neighborhood facilities. Susan explained the online application process but she did not ask me to apply that same day.
  • Overall Comments: Susan was great to speak with. She was very informed about the apartment community and was really able to sell it.

Uploaded Materials

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Telephone Greeting

  • 1. Were you able to reach a Leasing Professional on your first attempt? Please state in the comment box the dates and times you called before you were able to speak to a Leasing Professional.Yes5/5
  • 2. If you had to leave a voice message was your call returned within 2 hours? If no, please tell us in the comment box how many times you called and did not receive a live person and/or how many times you left a message. Please let us know if you received a call back at all?N/A5/5
  • 3. Did the Leasing Professional answer with the name of the community? (State the exact greeting in the comment box at the end of the section).Yes3/3
  • 4. Did the Leasing Professional identify him/herself?Yes3/3
  • 5. Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • 6. Did the Leasing Professional effectively use your name in conversation? (If so, please state in the comment box how many times they used your name in conversation)No0/3
  • 7. Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • 8. Did the Leasing Professional ask how you knew about the community?Yes3/3
  •  Total: 25/28
    25
    89.29

Telephone Greeting Comments (Please provide the Telephone Greeting in the comment box below. Explain all your "No" or "NA" answers.) How many rings before the Leasing Professional picked up?:

Susan answered the phone promptly stating the name of the community and her name. She had a warm demeanor and was very pleasant. Susan was very professional and easy to understand.

Telephone Identifying Needs

  • 9. Did the Leasing Professional determine apartment size?Yes3/3
  • 10. Did the Leasing Professional determine move-in date?Yes3/3
  • 11. Did the Leasing Professional determine number of occupants?Yes3/3
  • 12. Did the Leasing Professional determine if you had any pets?Yes3/3
  • 13. Did the Leasing Professional determine your price range?Yes3/3
  • 14. Did the Leasing Professional determine specific preferences (i.e. w/d connections, up/downstairs, fireplace)?Yes3/3
  • 15. Did the Leasing Professional ask your reason for moving?Yes3/3
  •  Total: 21/21
    21
    100

Telephone Qualifying Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Susan was very thorough with her questions. She asked me when I was looking to move, the size apartment needed, the number of occupants, if any pets were coming, and the reason for my move. She seemed genuinely interested in finding information out from me to help find the right home. Additionally, she asked me if I had a price range, I wanted to stay within. She was able to locate an apartment home for me that met my needs and was below my budget. From there, she collected some of my contact information and proceeded to give me a virtual tour of the website. She did not ask to call me over Facetime, Skype, and/or Facebook Messenger.

Telephone Demonstration

  • 16. Did the Leasing Professional ask open ended questions to identify your specific needs and wants in a new home? (i.e. "What are you looking for in a new home?" or "Describe your ideal apartment home?").Yes5/5
  • 17. Did the Leasing Professional review the apartment features and benefits (fireplace, washer/dryer, storage, etc.).Yes4/4
  • 18. Did the Leasing Professional describe community features, benefits, and/or amenities?Yes4/4
  • 19. Did the Leasing Professional create a sense of urgency?Yes2/2
  • 20. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?Yes3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 22/22
    22
    100

Telephone Demonstration Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Susan gave me an overview of the community, along with many of its amenities. She described the apartment features and was able to ask me specific questions about my needs and preferences. Susan had complete control over the conversation and asked all the questions needed to find me the right home.

Telephone Close

  • 22. Did the Leasing Professional attempt to schedule a specific time for a call back to give you a virtual tour? If a virtual tour was not scheduled then only fill out the telephone portion of this shop report. N/A3/3
  • 23. After you scheduled a virtual tour did a Leasing Professional follow-up with you within the same business day with an email confirming the virtual tour? Yes4/4
  • 24. If the Leasing Professional did not recommend or offer a virtual tour did they attempt to close in another way. (Please explain in the comment box below how the Leasing Professional attempted to close in another way.) Yes5/5
  •  Total: 12/12
    12
    100

Telephone Closing Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Susan offered to give me a virtual tour from the website while we were on the telephone. She was very urgent in getting me to see the model. She then took me to apartments.com to see more of the renovated units. She mentioned taking $200 off the 1st months rent.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes10/10
  • 26. Did the Leasing Professional ask for your email?Yes4/4
  • 27. Did the Leasing Professional ask for your preferred method of contact?No0/3
  •  Total: 14/17
    14
    82.35

Telephone Follow-Up Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Susan took my phone number and email address and sent me a link to the property’s website immediately.

Greeting/Virtual Tour

  • 1. Did the Leasing Professional call you at the set appointment of your virtual tour?N/A5/5
  • 2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?N/A5/5
  • 3. Was the Leasing Professional prepared for the virtual tour based on the information gathered from you during the phone call?Yes5/5
  •  Total: 15/15
    15
    100

Comments (Please explain in detail your experience.):

Susan offered to give me a virtual tour over the phone based on the availability and my needs. She did not offer to call me over Skype, Facetime, or any other source. She offered to walk me through a model based on a virtual tour listed on the website.

Identifying Needs/Virtual Tour

  • 1. Did the Leasing Professional confirm size of apartment you needed?Yes1/1
  • 2. Did the Leasing Professional confirm your move-in date?Yes1/1
  • 3. Did the Leasing Professional confirm number of occupants?Yes1/1
  • 4. Did the Leasing Professional confirm price range or budget?Yes1/1
  • 5. Did the Leasing Professional confirm if you have any pets?Yes1/1
  • 6. Did the Leasing Professional discuss the floor plans creatively describing features and benefits of the apartment?Yes3/3
  • 7. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes4/4
  •  Total: 12/12
    12
    100

Comments on the Identifying Needs :

Susan reconfirmed all of my preferences- apartment size, move in date, number of occupants, pets, and budget. She was very thorough. She was able to find a home that met all of my needs.

Demonstrating/Virtual Tour

  • 1. Did the Leasing Professional virtually walk you through a model or a vacant at a steady and desirable pace?Yes4/4
  • 2. Did the Leasing Professional try to learn more about you throughout the tour by actively involving you in conversation?Yes4/4
  • 3. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes5/5
  • 4. Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)Yes4/4
  • 5. Did the Leasing Professional discuss features and benefits of the community amenities? (Please explain in the comment box at the end of the section.)Yes4/4
  • 6. Did the Leasing Professional show an apartment that was clean and made ready? If not, please explain in the comment box at the end of the section. N/A1/1
  • 7. Did the Leasing Professional effectively overcome your objection(s)? What was your objection and how did the Leasing Specialist respond? Please explain in the comment box at the end of the section. Yes4/4
  • 8. Did the Leasing Professional begin asking closing questions early in the presentation? Please explain in the comment box at the end of the section. Yes2/2
  • 9. Did the Leasing Professional appear knowledgeable about the community?Yes2/2
  • 10. Did the Leasing Professional point out advantages you stated were important to you?Yes3/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 36/36
    36
    100

Comments on the Demonstration (Please describe your experience while virtually touring with community with the Leasing Professional.):

Susan walked me through the model apartment room by room. She described the features and the benefits. I was pleasantly surprised how thorough it was due to the fact that it was virtual tour of the website. I was able to envision my belongings in the space. Any differences, Susan was able to point out. I told her I didn't want to be on the ground floor and she offered me options.

Closing

  • 1. Did the Leasing Professional create a "strong" sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. Yes2/2
  • 2. Did the Leasing Professional mention current specials?Yes0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?Yes5/5
  • 4. Based on the Leasing Professional's presentation, would you have leased an apartment?Yes8/8
  • 5. Did the Leasing Professional do or say anything to make your visit "extraordinarily" memorable? (Please explain in the comment box at the end of the section.)No0/2
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?No0/4
  • 7. Did the Leasing Professional attempt to close on you more than once?Yes4/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?Yes2/2
  •  Total: 21/27
    21
    77.78

Closing Comments (Please explain all the details of how the Leasing Professional attempted to close you at the end of the onsite visit. Also, explain your reason for not leasing that same day.):

Susan created a great sense of urgency by saying that there was only one two-bedroom left and that I should act fast. She also let me know about a current special of $200 off the 1st month rent. She didn’t ask if I wanted to apply that day but she immediately let me know about the online application process and immediately sent me the link to apply (points given). She asked me if everything that I wanted was available in the offered apartment. I was very impressed with Susan. I would have definitely rented from her. Her interest in me and follow-up really made me feel valued.

Fair Housing

  • 1. Did the Leasing Professional say or do anything to discourage you from leasing due to any issues that could have been perceived as discriminatory? No0/0
  •  Total: 0/0
    0
    NAN

Comment (This is mandatory that you answer question #3 in the Comment Box).:

When asked about safety, she said many employees live on property and that that she hasn’t heard of anything. When asked if kids live there, she said she wouldn’t know that information, and additionally couldn’t give that even if she did know.

Follow Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?Yes10/10
  •  Total: 10/10
    10
    100

Comments:

I received an email from Susan that afternoon thanking me for calling and again mentioning the current special.

Performance Evaluation

Total Phone Score: 94%
On Site Score: 94%
Total Score: 0%

General Questions