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Report For Maria Patton at Union Flats Apartments

Report For Maria Patton at Union Flats Apartments

0%
Current Score
92.09%
Average Score
  • 89%
    11-10-2018
  • 95%
    01-21-2019
    • 25%50%75%100%

Shop Description

THIS IS A VIDEO SHOP. The phone call must be audio recorded and the onsite visit MUST BE VIDEO RECORDED. READ the Tutorial for instructions. 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. There are free apps that must be downloaded to your phone.

Office Hours:
M:9:00am - 5:30pm
T:9:00am - 5:30pm
W:9:00am - 5:30pm
Th:9:00am - 5:30pm
F:9:00am - 5:30pm
S:10:00am - 5:00pm
Su:Closed

Performance Evaluations

Information

  • Agent: Maria Patton
  • JOB#: 2200_0110191611
  • Shopper Name: Katoriae Brown
  • Property Name: Union Flats Apartments
  • Address: 415 Center Pointe Drive, Mechanicsburg, PA, USA
  • Shop Date: 01-21-2019

General Questions

  • Property Name:: Union Flats
  • Property Address:: 415 Center Pointe Drive
  • City:: Mechanicsburg
  • State:: PA
  • Date of Call:: 1/21/2019
  • Time of Call:: 12:00 pm
  • Date of Visit:: 1/21/2019
  • Time of Visit:: 3:00 pm
  • Telephone Associate:: Maria Patton
  • Onsite Associate:: Maria Patton
  • Date Home Needed: : 3/1/2019
  • Home Size Needed:: 2 bedroom
  • Name of Phone Shopper:: Tori Brown
  • Name of Onsite Shopper:: Tori Brown
  • Special Instructions for the Onsite Qualifying Questions : If any of the Qualifying questions were asked for the first time onsite and were NOT address during your phone call, OR if the questions were addressed during the phone call and reviewed onsite please answer YES. Answer no if the questions were asked over the phone but not onsite or if you were never asked the questions at all.
  • Special instructions for Onsite Discovery Questions : If any of the Discovery questions were asked for the first time onsite and were NOT address during your phone call, OR if the questions were addressed during the phone call and reviewed onsite please answer YES.  Answer no if the questions were asked over the phone but not onsite or if you were never asked the questions at all.  

Uploaded Materials

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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.):

Maria answered the phone with the company name, identified herself and inquired about my needs.

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?Yes2/2
  •  Total: 13/13
    13
    100

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

Maria covered all the qualifying questions.

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?Yes5/5
  • 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?Yes5/5
  • 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?Yes5/5
  • Did the leasing consultant ask if you had a preference in location (for example: floor level, view, sunlight, etc.) for your apartment home?Yes5/5
  • 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?Yes5/5
  •  Total: 30/40
    30
    75

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

After the 2nd ring, “Hi thank your calling Union flats, this is Maria, how may I help you?” I told Maria I was looking for pricing on the apartments. She asked for my name and I gave her my first and last name. She asked how soon I needed to move, and I told her within the next 30 days. She wanted to know what size apartment I needed and how many occupants, and I told her a two bedroom and two people. She asked if I had any pets and where I was moving from. I responded with no pets and I am moving from Maryland.

Maria asked how I heard about them and what amenities I was seeking. I told her apartments.com and I needed a dishwasher plus a washer and dryer. She confirmed she could provide me both of those requests and then asked me what floor preference I had. I told her 1st floor would be great.

She asked for my contact number and email address. She invited me in for a tour. We agreed on 3:30pm that same day. She offered me the address. She thanked me for calling and we said our goodbyes.

Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.N/A5/5
  • 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. N/A2/2
  • 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.):

Maria told me about availability and pricing when I arrived. No prices were given over the phone.

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?Yes2/2
  • 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.N/A2/2
  •  Total: 14/14
    14
    100

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

Maria asked if I had the current address because the development was new.

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.):

Maria went over the availability and invited me in for a tour. She gave me a brief description of what we would be touring when I arrived. We decided on 3:30pm that day. She was friendly throughout the conversation.

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.):

Maria was a delight, she asked all of the appropriate questions.

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.):

Maria was ready when I arrived. She saw me entering the office and grabbed her guest card. She invited me to have a seat to go over what we previously discussed on the phone. She offered me something to drink. She was very polite.

Onsite Qualifying

  • Was a guest card (or similar) reviewed during your visit?Yes2/2
  • Was your date of need reviewed?Yes2/2
  • Was the apartment size you needed reviewed?Yes2/2
  • Was the number of occupants reviewed?Yes2/2
  • Was your reason for moving reviewed?Yes1/1
  • Was your place of employment or occupation reviewed?Yes2/2
  • Was whether or not you had pets reviewed?Yes1/1
  •  Total: 12/12
    12
    100

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

Maria confirmed all of the above questions and information.

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?Yes5/5
  • Were the things you would like to change about where you currently live reviewed?Yes5/5
  • Was what interested you about the local area reviewed?Yes5/5
  • Did the leasing consultant ask you "what else" or encourage you to clarify or expand on any of your answers?Yes5/5
  •  Total: 40/40
    40
    100

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

Maria took her time and reviewed all the guest card questions. She was very thorough.

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"No0/1
  • 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: 21/22
    21
    95.45

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

Maria acknowledged my objection about noisy kids in the area and invited me to come by when the school buses arrive to see for myself.

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..."N/A5/5
  • 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.):

Maria acknowledged my objection about noisy kids in the area and invited me to come by when the school buses arrive to access for myself.

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

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

Maria invited me to apply online and told me that everything between now and the move-in date could be handled online for my convenience.

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?Yes2/2
  •  Total: 20/20
    20
    100

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

Maria was dressed nicely, her nails and hair were neat. Her engagement was natural, warm and welcoming.

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.):

Maria treated me with respect and gave me lots of information to take with me (see attached).

Follow Up - 24 hours

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?Yes10/10
  • Did the leasing consultant follow up again within 3 business days?Yes5/5
  •  Total: 15/15
    15
    100

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

Yes I received an email the same day and also a few days later thanking me for stopping by.

Performance Evaluation

Total Phone Score: 91%
On Site Score: 97%
Total Score: 0%

General Questions