Report For Kim Nickols at The Grand Reserve at Tampa Palms

Current Score

93%

Average Score

93%
04-02-2020

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/

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 Virtual Tour Tutorials 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: Kim Nickols
JOB#: 21889_032920572
Shopper Name: Sean Berard
Property Name: The Grand Reserve at Tampa Palms
Address: 16616 Palm Royal Drive, Tampa, FL, USA
Shop Date: 04-02-2020

General Questions

Date of Phone Call: 04/02/2020
Time of Phone Call: 3:35 PM
Length of Phone Call: 7:39 minutes
Date of Virtual Tour Visit: 04/02/2020
Time of Virtual Tour Visit: 4:00 PM
Length of Virtual Tour Visit: 5:51 minutes
SHOPPER INFORMATION :
Shopper Name Given : Sean Berard
Shopper's phone number given: Sean Berard
Shopper's email address given: seanjberard@gmail.com
How you heard about the property: n/a
Apartment size needed: 1-2BR
Date home needed: Early April 2020
Pets: Kim asked and I responded with 'no pets'
Number of occupants: n/a
Reason for moving: n/a
Special preferences or needs: Not first floor
Where you shown a model and/or a vacant?: Yes
A NOTE ABOUT OUR SCORING SYSTEM:
OUTSTANDING : 95% TO 100%
ABOVE AVERAGE: 88% TO 94.9%
AVERAGE: 78% TO 87.9%
BELOW AVERAGE: 77.9% OR BELOW
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EXECUTIVE SUMMARY:
Leasing Professional's overall attitude and impression: Kim was delightful. She was positive, informative, and thorough.
Leasing Professional's strongest points: Kim really took her time and went over everything inside the apartment during the LIVE virtual tour. She had described the community amenities in the first phone call. She actively listened and answered my questions.
Leasing Professional's weakest points: Kim had an ease about her personality which built immediate rapport with me. She then had the opportunity to ask me open ended questions about what was motivating me to move and what I preferred in my apartment and community amenities.
Overall Comments: Kim was outstanding in every possible area, really took her time, went over everything inside the apartment and community amenities as well as actively listen and answering my questions.

Uploaded Materials

Upload Virtual Tour Download
Phone Audio - 1st call Download
Upload Phone Audio - Follow up to Facetime call Download

Print / Make PDF

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)Yes3/3
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?No0/3

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?:

Kim answered saying, "Thanks for calling the Grand Reserve, this is Kim may I help you?" She did not ask how I knew about the community.

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?No0/3
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?No0/3

Total: 15/21
15
71.43

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

I told Kim I was checking on availability. She asked me what size. I said I could do a one or two. She gave me the price range for both the one and two bedroom. Kim did not ask about the number of occupants or my reason for moving.

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.) :

She listed all the community amenities first. She said I would get a washer and dryer in each apartment and some come with a sun room or screen in patio. She explained some come with the vinyl floor or carpeting. She described the stainless steel appliances and gas stove. She emphasized that they are look brand new since they were just renovated last year. I asked if we could do a virtual tour. She asked for my move-in date. I said I was month to month so I could move soon. Kim said the application process goes pretty quick. She asked me for my floor preference. I indicated I was flexible. She went on to describe the vacant features. She told me about the concession on the empty vacant.

Kim controlled the conversation throughout our interaction. She allowed me to ask questions, waiting for me to finish before responding.

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. Yes3/3
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.) N/A5/5

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.) :

She asked for my first/last name at the end of our phone conversation. She said to give her a few minutes to get to the vacant to start the Facetime call.

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?Yes3/3

Total: 17/17
17
100

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

Kim asked for my phone number, email and preferred method of contact. She explained how she would be calling me through Facetime using the iPad.

Greeting/Virtual Tour

1. Did the Leasing Professional call you at the set appointment of your virtual tour?Yes5/5
2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?Yes5/5
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.):

Kim called me on time for our virtual tour of the vacant apartment we discussed for me. She greeted me with a smile. She was very positive and she was definitely genuinely interested in helping me. Kim was fully prepared for the virtual tour covering everything we discussed on our initial phone call.

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?No0/1
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: 11/12
11
91.67

Comments on the Identifying Needs :

Kim confirmed the size of the apartment I needed, move in date, price range, was very creative in thoroughly describing the apartment's benefits and determined what specific needs I desired (not on the first floor-she showed me a vacant 3rd floor unit). Kim did not ask about the number of occupants.

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. Yes1/1
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. N/A4/4
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.):

Kim started at the front door and started by showing me the coat closet. She panned down to the floor showing me the vinyl. She showed me the appliances and the pantry in the kitchen. She showed the deep sink, dishwasher, and cabinets along with the black granite. There was a gas fireplace in the living room. She pointed out the vaulted ceilings and arched doorway. The bathroom had dual sinks and rounded shower rod. We went down the hallway to the bedroom. She said the bedroom is the only place I would have carpet. She offered to send me dimensions of the bedroom. She showed me the ceiling fans. She said it would be nice that no one will be above me. She told me she would go back to the office and call me on the phone. The newly renovated vacant showed beautifully. I had no objections.

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.)Yes2/2
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: 23/27
23
85.19

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.):

After the virtual tour, Kim called me back from the office and she went through the application process. She reviewed what the cost of the apartment would be in total. She told me about the cable company and such to get everything set up. She asked me what I would be doing for work in case she could give me a preferred employer discount. She told me about the valet trash, and HOA fee. She verified that I did not have any pets. She sent me an email inviting me to apply from the Rent Café website. She told me to call her if I had any more questions. She thanked me for calling and the call ended.

Kim never asked me directly to apply I felt she assumed I would apply so there was no attempt to overcome my reason for not applying that same day.

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

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:

Kim called immediately after the virtual tour following up and confirmed all my information, setting everything up with Rent Cafe for me to have an easy time to apply. She reviewed the pricing, unit # & expenses associated with the apartment. Again, outstanding customer service.

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Report For Kim Nickols at The Grand Reserve at Tampa Palms

Report For Kim Nickols at The Grand Reserve at Tampa Palms

Shop Description

Performance Evaluations

Information

General Questions

Uploaded Materials

Print / Make PDF

Telephone Greeting

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?:

Telephone Identifying Needs

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

Telephone Demonstration

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

Telephone Close

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

Telephone Follow-Up

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

Greeting/Virtual Tour

Comments (Please explain in detail your experience.):

Identifying Needs/Virtual Tour

Comments on the Identifying Needs :

Demonstrating/Virtual Tour

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

Closing

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.):

Fair Housing

Follow Up

Comments:

Performance Evaluation

General Questions