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Report For Patti Gorman at Adelphia House

Report For Patti Gorman at Adelphia House

0%
Current Score
63.43%
Average Score
  • 45%
    07-30-2020
  • 82%
    12-31-2020
    • 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: Patti Gorman
  • JOB#: 24523_092520121
  • Shopper Name: Nicholas Murray
  • Property Name: Adelphia House
  • Address: 1229 Chestnut St, Philadelphia, PA 19107, USA
  • Shop Date: 12-31-2020

General Questions

  • Date of Phone Call: 12/31/2020
  • Time of Phone Call: 9:04 AM
  • Length of Phone Call: 5:16 minutes
  • Date of Onsite Tour Visit: 12/31/2020
  • Time of Onsite Tour Visit: 12:30 PM
  • Length of Onsite Tour Visit: 30:00 minutes
  • SHOPPER INFORMATION :
  • Shopper Name Given : Nick Murray
  • Shopper's phone number given: 267-608-3989
  • Shopper's email address given: drive215@yahoo.com
  • How you heard about the property: Google search
  • Apartment size needed: Studio or one bedroom
  • Date home needed: End of February or march
  • Pets: None
  • Number of occupants: One
  • Reason for moving: To be closer to work
  • Special preferences or needs: Washer/dryer in unit, and a dishwasher.
  • Where you shown a model and/or a vacant?: Vacant
  • 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: Patti has a very professional attitude and made a great first impression.
  • Leasing Professional's strongest points: Patti is knowledgeable about the availability, pricing, and amenities. She also was well versed on the surrounding area walkable attractions.
  • Leasing Professional's weakest points: Over the phone, Patti could have asked more probing questions to identify my apartment and community needs and preferences. The phone call felt rushed but she did accommodate my schedule for a tour. Patti did not follow up with me after the tour.
  • Overall Comments: Patti seemed experienced and made the tour of the building enjoyable.

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).No0/3
  • 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: 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?:

Patti answered the phone on the first call. She introduced herself but did not state the name of the company. Patti conveyed a sense of experience and a willingness to help me in finding a new home. She had good time management skills to accommodate my schedule. She did not ask how I heard 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?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)?N/A3/3
  • 15. Did the Leasing Professional ask your reason for moving?Yes3/3
  •  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.) :

Patti determined the apartment size and move-in date but she did not address if I had any pets or how many occupants would be living in my apartment. Patti determined my monthly budget and my reason for moving. She didn't ask me about specific preferences but she did mention what square footage would satisfy my need.

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?No0/4
  • 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?N/A3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 18/22
    18
    81.82

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

Patti stayed focused on size apartment and budget. Based on my budget she explained what she could offer me and mentioned some apartment features. She did not mention anything about community features. She asked me what square footage I wanted to stay within but did not ask me anything else about my apartment or community preferences. There was no reason to offer a virtual tour since I was meeting her for a tour.

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? N/A4/4
  • 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.) :

Patti was able to accommodate me by moving her schedule around to fit me in for a tour. I did not receive an email from Patti confirming the appointment. Since the appointment was that same day and only hours away I guess there was not reason to follow-up.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes13/13
  • 26. Did the Leasing Professional ask for your email?No0/4
  •  Total: 13/17
    13
    76.47

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

Patti did not obtain my phone number or my email address on the initial call; However, she had my phone number since we were calling each other on our cell phones.

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?Yes10/10
  • 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: 16/16
    16
    100

Comments (Please explain in detail your experience.):

Patti made a great first impression by greeting me with a smile and a friendly attitude. She was prepared for my visit to the community by having the information that was obtained from our phone conversation. She practiced social distancing by keep a six-foot distance and wearing a mask. No protective equipment was offered during the tour.

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?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 :

During my visit to the building community, Patti confirmed the size of the apartment that I was seeking, along with my requested move-in date and how many occupants would be living in the apartment. She asked if I had any pets and informed me that the building community is pet-friendly. She was aware of my price range and only toured apartments that were within my monthly budget.

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?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. 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.):

The leasing professional took me through a tour of a vacant apartment and a model apartment. She was very engaging in conversation throughout the tour of the building community. It was obvious she had a lot of experience and she seemed to be comfortable with leading the tour and demonstrating the amenities and features throughout the building.

As we toured the common areas of the building, Patti pointed out the benefits of the common work areas and the fitness center. She was very familiar with the surrounding areas attractions.

As we were touring the apartments, Patti would ask my opinions on the different floor plans of the apartments that were shown. I told Patti that I really wanted a washer and dryer in unit and she gave me a suggestion of another property yet she reminded me it would cost more above my budgeted amount.

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. Yes9/9
  • 2. Did the Leasing Professional mention current specials?Yes0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?Yes0/0
  • 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.)No0/0
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?Yes4/4
  • 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: 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.):

At the end of the tour, Patti discussed the specials that the property management is offering for new residents. She did not attempt to directly ask me to apply that day; However, she did explain the online application process. She did give me her business card but no marketing materials.

As a real customer, I would have leased a unit in the apartment building due to the leasing professionals ability to demonstrate the apartments and personalizing the tour to make a connection with my special needs that I am looking for in my new home. The agent did not attempt to schedule a follow-up call with me.

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).:

Patti did nothing to discourage me from leasing that day which would 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 email within 24 - 48 hours of your visit?N/A0/2
  •  Total: 0/10
    0
    0

Comments:

I have not received a follow-up phone call or email from Patti. Patti never took my email address.

Performance Evaluation

Total Phone Score: 80%
On Site Score: 84%
Total Score: 0%

General Questions