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Report For Shelly Smith at Walnut Square

Report For Shelly Smith at Walnut Square

0%
Current Score
58.21%
Average Score
  • 70%
    7-28-2020
  • 46%
    12-14-2020
    • 25%50%75%100%

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 listed under the "Details" of this shop. You will use the following format: AREA CODE + PHONE NUMBER (ex: 2013993020). Your call will connect and be recorded. You will be calling the leasing agent's cell phone. The leasing agent answers with the name of the property management company not the community because they represent more than one community.

Please review the price points on the company's website at https://www.pmcpropertygroup.com/location/Philadelphia

The Onsite Visit must be recorded using the Free SMART RECORDER Phone App. Please download this to your phone.

Office Hours: Monday to Saturday, 10 AM to 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.

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: Shelly Smith
  • JOB#: 24519_092520583
  • Shopper Name: Perry Brinson
  • Property Name: Walnut Square
  • Address: 201 S 13th St, Philadelphia, PA 19107, USA
  • Shop Date: 12-14-2020

General Questions

  • Date of Phone Call: 12/14/2020
  • Time of Phone Call: 11:18 PM
  • Length of Phone Call: 2:00 minutes
  • Date of Onsite Tour Visit: 12/14/2020
  • Time of Onsite Tour Visit: 1:30 PM
  • Length of Onsite Tour Visit: 17:59 minutes
  • SHOPPER INFORMATION :
  • Shopper Name Given : Michael Reed
  • Shopper's phone number given: 215-300-3786
  • Shopper's email address given: None given
  • How you heard about the property: online
  • Apartment size needed: One bedroom
  • Date home needed: January 2021
  • Pets: none
  • Number of occupants: One
  • Reason for moving: Getting my own place
  • Special preferences or needs: Closet space
  • Where you shown a model and/or a vacant?: Yes
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  • 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
  • EXECUTIVE SUMMARY:
  • Leasing Professional's overall attitude and impression: Shelly had a very matter-of-fact personality. There was nothing warm about our interaction to make me feel like a valued future resident. Her personality was consistent over the phone as well as in person. I felt as if this was nothing more than a business transaction.
  • Leasing Professional's strongest points: Shelly was prepared to show me four vacant apartments that fit the size apartment I had asked for over the phone all under $1,200 yet I had told her on the phone I wanted to stay under $1,400. She was thorough at pointing out the differences in each unit we viewed. She was on time for our tour but just at the wrong building.
  • Leasing Professional's weakest points: I would describe Shelly as very matter-of-fact. There was no warm enthusiasm to her demonstration to make me feel welcomed as a future resident. Shelly did not clarify over the phone which property I was interested in viewing so I thought I was calling about Walnut Square and she showed up for our appointment at a different property up the street from Walnut Square. The Walnut Square office staff called her and I had to meet her up the street. Shelly did not ask me any questions about my apartment and community preferences. There were no open-ended questions asked of me to learn more about what was motivating me to move. She learned at the end of the tour that I would prefer something more updated and she offered to show me another property. I feel if she had gathered more information about my search/preferences over the phone she may have taken me to the other property first.
  • Overall Comments: I felt indifferent to this presentation. I had enough information to make an informed decision but I didn’t feel valued as a future resident.

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)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.)No0/3
  • 8. Did the Leasing Professional ask how you knew about the community?No0/3
  •  Total: 22/28
    22
    78.57

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?:

The first call to Shelly last 19 seconds. She answered with the name of the company and she introduced herself. I attempted to verify if she could hear me and then the phone went silent. I called back immediately and she answered with the name of the company and she introduced herself again. I apologized for the poor connection and I told her I was calling to check on availability of their apartments. She asked me how soon I was looking to move and I told her in January. She asked me what size apartment and what budget I was trying to stay within. I said I needed a one bedroom and I wanted to stay under $1,400. She asked me when I was available to take a tour and I told her that same day I was available. We agreed on 1:30 PM. She re-introduced herself and told me to meet her at the lobby when I arrive. She told me to hit #1,2,3 and she will meet me in the lobby. She used my name in conversation and she asked for my last name. She thanked me for calling the call ended.

Shelly never clarified which building we would be meeting at so I assumed I was meeting her at Walnut Square.

Overall, the call lasted only two minutes. Shelly didn't ask me much other than size, move date, and budget. She was very matter-of-fact. There was nothing warm and welcoming to this phone call.

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?No0/3
  • 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)?No0/3
  • 15. Did the Leasing Professional ask your reason for moving?No0/3
  •  Total: 9/21
    9
    42.86

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

Shelly only asked for size, move date, and budget. No other questions were asked. She didn't even clarify which property I was interested in viewing that day.

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?").No0/5
  • 17. Did the Leasing Professional review the apartment features and benefits (fireplace, washer/dryer, storage, etc.).No0/4
  • 18. Did the Leasing Professional describe community features, benefits, and/or amenities?No0/4
  • 19. Did the Leasing Professional create a sense of urgency?No0/2
  • 20. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?N/A3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 7/22
    7
    31.82

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

Shelly did control the short conversation but she made no attempt to ask me open ended questions. She did not review any apartment or community features nor did she ask me about my preferences. She never clarified which property I would be touring with her. I was expecting to meet her at Walnut Square when in fact she was waiting for me at a different property.

Telephone Close

  • 22. Did the Leasing Professional attempt to schedule a specific time for a onsite tour? If a onsite tour was not scheduled then only fill out the telephone portion of this shop report.Yes3/3
  • 23. After you scheduled an onsite tour did a Leasing Professional follow-up with you within the same business day with an email confirming the appointment? No0/4
  • 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/A0/5
  •  Total: 3/12
    3
    25

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

Shelly immediately invited me in for a tour. The tour was that same day so perhaps no need to send me a follow-up; However, a follow up email would have clarified where she thought I would be meeting her since I was calling about Walnut Square yet she never asked me which property I calling about.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? N/A13/13
  • 26. Did the Leasing Professional ask for your email?Yes4/4
  •  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.) :

Shelly never asked for my phone number yet I was calling her cell number so she had my caller ID.

Onsite Greeting

  • 2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?No0/10
  • 3. Was the Leasing Professional prepared for your visit based on the information gathered from you during the phone call?Yes5/5
  • 4. Did leasing consultant practice social distancing?Yes1/1
  • 5. Was personal protective equipment offered to you as the prospect?No0/0
  •  Total: 6/16
    6
    37.5

Comments (Please explain in detail your experience.):

I arrived at Walnut Square at my appointment time of 1:30 PM. The person attending the leasing office told me Shelly was at another property. I was under the impression I was meeting her at Walnut Square since she never clarified on the phone call which property. They called Shelly to let her know I was walking up to meet her at the other property.

I entered the building and Shelly greeted me with a smile. She began immediately showing the community amenities such as the fitness center and the bicycle storage room. She introduced me to property manager as we passed by. She told me she would be showing me a couple of options. As we got on the elevator she recapped my budget as $1,200 but I had told her $1,400 over the phone and I corrected her. She asked me if I was interested in Walnut Square and I told her that is the building I saw online but I actually liked the location of this building we were in.

Onsite Identifying Needs

  • 1. Did the Leasing Professional confirm size of apartment you needed?Yes1/1
  • 2. Did the Leasing Professional confirm your move-in date?No0/1
  • 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?No0/1
  • 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.)?No0/4
  •  Total: 5/12
    5
    41.67

Comments on the Identifying Needs :

Shelly did not ask me any open-ended questions during the tour to learn more about my apartment search. She focused solely on showing me four vacants with different floor plans and pointing out the features. She did ask for my email at the end of the tour so she could send me a follow up.

Onsite Demonstrating

  • 1. Did the Leasing Professional 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?No0/4
  • 3. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?No0/5
  • 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. No0/2
  • 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?No0/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 22/36
    22
    61.11

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

Shelly took me into unit #401 which was a junior one-bedroom. She pointed the features such as the size of the bedroom and she gave me the rate of $1,195. She told me I would be paying electricity and water. She said I would control my own heat. She pointed out the appliances. We went to unit #405. She told me about the laundry room and she told me how much each load cost to wash and dry. She pointed the features of each unit she showed me. I objected to the brown carpet and she said she would be showing me one that had hardwood floors throughout but she didn't ask if that was a deal breaker. After giving me the price she mentioned the special on the lease terms.

We went to 3rd vacant with the hardwood floors. Again, she pointed out the features in the vacant. I created some conversation in the elevator as we went to a fourth vacant. She did the same and pointed out the features in the fourth vacant.

Onsite 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. No0/7
  • 2. Did the Leasing Professional mention current specials?No0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?No0/0
  • 4. Based on the Leasing Professional's presentation, would you have leased an apartment?No0/8
  • 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?No0/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?No0/2
  •  Total: 0/27
    0
    0

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.):

Before she took me back to the entrance of the building she reviewed what I needed to apply. She went over the application fee and online process. She recapped the special based on the lease term. Shelly did ask me what I thought and I told her I thought the building was dated. She then asked if I wanted to see something more modern and she explained another building she had in mind but I told her I had to go back to work.

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).:

Shelly did nothing to discourage me from leasing that day due to any issue that may have been perceived as discriminatory.

Follow Up

  • 1. Did you receive a follow-up thank you call within 24 - 48 hours of your visit?No0/8
  • 2. Did you receive a follow-up thank you email within 24 - 48 hours of your visit?N/A2/2
  •  Total: 2/10
    2
    20

Comments:

I did not receive a follow up phone call. Nor did I get an email yet I do not think Shelly wrote my email down correctly so points given.

Performance Evaluation

Total Phone Score: 58%
On Site Score: 35%
Total Score: 0%

General Questions