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Report For Jessica Montgomery at 1900 Arch Street

Report For Jessica Montgomery at 1900 Arch Street

0%
Current Score
77.11%
Average Score
  • 77%
    10-27-2020
    • 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: Jessica Montgomery
  • JOB#: 24531_092320530
  • Shopper Name: Nicholas Murray
  • Property Name: 1900 Arch Street
  • Address: 1900 Arch St, Philadelphia, PA 19103, USA
  • Shop Date: 10-27-2020

General Questions

  • Date of Phone Call: 10/27/2020
  • Time of Phone Call: 11:29 AM
  • Length of Phone Call: 3:53 minutes
  • Date of Onsite Tour Visit: 10/27/2020
  • Time of Onsite Tour Visit: 12:30 PM
  • Length of Onsite Tour Visit: 39:00 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 november or december
  • Pets: none
  • Number of occupants: One
  • Reason for moving: To be closer to work
  • Special preferences or needs: In unit washer and dryer, and to be closer to work.
  • Where you shown a model and/or a vacant?: Vacant and model
  • 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: My impression of Jessica was night and day from the phone call to the onsite tour. The phone call lacked enthusiasm seeming very lackadaisical. When I met her onsite, I had an entirely different impression.
  • Leasing Professional's strongest points: My onsite impression of Jessica was far different than our phone conversation. Jessica gave a very thorough onsite tour. She exhibited a professional demeanor. She really covered every inch of the apartment and community amenities. She asked me questions about my apartment search throughout making it very conversational. She told me about the specials to create urgency. She went over the application process.
  • Leasing Professional's weakest points: I had a polar opposite experience from the phone conversation versus the onsite tour. Based on the phone call I may not have visited the property if I was a real prospect. Jessica lacked enthusiasm. The call dropped at the end and I didn’t see an attempt to call me back before I called her back. She didn’t show much interest in learning about me over the phone. When I did call back, she only confirmed our appointment time and she ended the call. She didn’t attempt to ask me any probing questions. I was very indifferent to my onsite visit.
  • Overall Comments: Overall, she would have lost me at “Hello” over the phone but the onsite experience was much improved than the phone conversation.

Uploaded Materials

  • Upload Phone Audio - 2nd call to Jessica Download
  • Upload Phone Audio - 1st call to Jessica Download
  • Upload business card received onsite Download
  • Upload marketing material received onsite Download

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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?:

Jessica answered the call with a soft spoken demeanor and her tone lacked enthusiasm. She stated the name of the company and she introduced herself. She confirmed which property I was calling about.

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.) :

Other than size apartment, budget, and move-in date no other identifying needs questions were asked.

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?No0/3
  • 21. Did the Leasing Professional control the conversation?N/A0/4
  •  Total: 0/22
    0
    0

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

I told Jessica the size apartment I was seeking and she asked me about my move-in date and the budget I wanted to stay within. She told me she had units available in that price range. She then immediately invited me in for a tour. She informed me that she couldn't show me the actual unit but she could show me something similar to what I would be leasing. We agreed on an appointment that same day. After we set a 12:30 appointment and as I gave her my phone number the call faded out and she was gone. I called her back and she only recapped our appointment time and said she would see me then. She didn't seem interested at all in learning more about my apartment search. I felt very indifferent to visiting the community from this phone call.

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.) :

At the close of the telephone conversation, she invited me to come in for a tour of the apartment community, I responded that I would be in the area and could come in on the same day. We both agreed on a specific time for the appointment. I did not receive an email confirming the appointment from her; However, the appointment was only an hour from the initial phone call.

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.) :

Jessica asked for my phone number but not my email address.

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.):

Jessica 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 6-foot distance and wearing a mask. No protective equipment was offered on 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, Jessica confirmed the size of the apartment that I was searching for, 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 in 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.):

Jessica took me through a tour of a vacant apartment and a model apartment. We maintained an interesting and engaging conversation throughout the tour of the building community. She was experienced and seemed to be comfortable with leading the tour and demonstrating the amenities and features throughout the building community.

As we toured the common areas of the building, the agent pointed out the benefits of the community amenities. common work areas and the fitness center. She also seemed to be familiar with the surrounding areas around the building community. As we were toured the apartments, she would ask my opinions on the different floor plans of the apartments that were shown.

Jessica went at an even pace during the onsite tour. She opened closet doors and she pointed out the features in each area of the apartment. She was very thorough. Throughout the tour she would ask me questions about my apartment search such as my apartment preferences.

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?Yes4/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?No0/2
  •  Total: 25/27
    25
    92.59

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, Jessica discussed the specials that the property management is offering for new residents. Jessica did not attempt to close and ask me to apply that same day; However, She did explain and direct me to the online application process. As a real customer, I would have leased a unit in the apartment building due to Jessica's ability to demonstrate the apartments and personalizing the tour to make a connection with my needs/preferences that I am looking for in my new home. She 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).:

.Jessica did not say or do anything to discourage me from leasing.

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 a follow-up email within 4 hours after my visit.

Performance Evaluation

Total Phone Score: 56%
On Site Score: 98%
Total Score: 0%

General Questions