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Report For Rachel Swietlik at One Water

Report For Rachel Swietlik at One Water

0%
Current Score
87.06%
Average Score
  • 82%
    7-28-2020
  • 93%
    10-30-2020
    • 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: Rachel Swietlik
  • JOB#: 24535_092320503
  • Shopper Name: Charmaine Ashby
  • Property Name: One Water
  • Address: 250 N Columbus Blvd, Philadelphia, PA 19106, USA
  • Shop Date: 10-30-2020

General Questions

  • Date of Phone Call: 10/29/2020
  • Time of Phone Call: 3:44 PM
  • Length of Phone Call: 3:17 minutes
  • Date of Onsite Tour Visit: 10/30/2020
  • Time of Onsite Tour Visit: 12:00
  • Length of Onsite Tour Visit: 29:44 minutes
  • SHOPPER INFORMATION :
  • Shopper Name Given : Charmaine Ashby
  • Shopper's phone number given: (215) 380-4870
  • Shopper's email address given: NA
  • How you heard about the property: Rachel assumed that I heard about the apartment from one of the online platforms
  • Apartment size needed: One Bedroom
  • Date home needed: End of November
  • Pets: No
  • Number of occupants: One
  • Reason for moving: Moving back from Pittsburgh
  • Special preferences or needs: In unit washer and dryer
  • 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
  • EXECUTIVE SUMMARY:
  • Leasing Professional's overall attitude and impression: Rachel was upbeat, positive, and very accommodating. She offered lowering the rent.
  • Leasing Professional's strongest points: Warm, friendly, genuine, Rachel was engaging and informative.
  • Leasing Professional's weakest points: Rachel did not ask permission if she could call me to follow up; instead, she left it up to me to follow up with her with a phone call.
  • Overall Comments: Rachel is engaging and makes every effort to make clients very comfortable.

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.N/A5/5
  • 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?Yes5/5
  • 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)N/A3/3
  • 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?:

On 10/29/2020 at 3:44 PM, I left a voicemail for Rachel. Later on 10/29/2020 at 5:11 PM I sent a text to Rachel requesting information on One Water. On 10/29/2020 at 5:16 PM Rachel returned my call. Rachel repeated my name after I gave it, but she did not use my name during the conversation. Rachel did not ask how I found out about the apartments. When she returned my call, she said the she was not exactly sure what I was inquiring about. My text specifically said that I wanted apartment pricing (I did not mention One Water in the text).

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)?Yes3/3
  • 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.) :

Rachel did not ask about the number of occupants, pets, or the reason I was 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?N/A3/3
  • 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.) :

Rachel confirmed the property I was inquiring about. She asked me the size apartment I needed, my move date, and my budget. Rachel did not review the features of the apartment. She did not describe community features. Rachel attempted to create urgency with telling me about the specials on the different lease terms.

As soon as Rachel reviewed the specials she immediately invited me in for a tour after I asked how I could see what she had to offer. We agreed on an appointment the following day. She took only my first name and she had my phone number. She confirmed that texting was my preferred method of contact. She asked me to describe what my car looked like and she said she would see me the next day.

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? 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.) :

Rachel offered give me a live tour of the apartment and we schedule an appointment. One 10/30/2020, Rachel sent me a text prior to walk through to confirm that I was still coming.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes13/13
  • 26. Did the Leasing Professional ask for your email?N/A4/4
  •  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.) :

Rachel did not ask for my email but confirmed my preferred method of contact, which was text. I decline to give an email. I said that I preferred text messages. Rachel was OK with that but told me that she could only send the coupons by email.

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.):

As soon as we walked into the building, Rachel greeted me with a smile and she introduced herself. I had my husband with me, Richard. She was upbeat and she took charge of 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?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.)?Yes4/4
  •  Total: 10/12
    10
    83.33

Comments on the Identifying Needs :

Directly after the greeting, Rachel led us on the elevator and began asking us questions. She asked where we currently lived and I told her right outside University City. She about my job and if I worked from home. She told me about my parking options. She did not ask me to fill out a guest card.


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. 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?Yes3/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 34/36
    34
    94.44

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

As we stood in the first vacant, one bedroom on the 3rd floor, Rachel quoted us the specials based on the lease terms. There were a lot of windows and I asked if people could see in at night time. Rachel said she didn’t think so. She then recommended hanging sheer curtains. Rachel then asked if I wanted to be higher. I agreed and she took me to a one-bedroom on the 13th floor which was recently vacated and being painted.

I objected to carpet in the bedroom and it looked worn. She also said she would see if she could have the carpet replaced. That satisfied my objection.

As we entered the vacant on the 13th floor, Rachel walked me through each area of the apartment and she pointed out the features. The apartment showed well. She quoted me a price of $1,930 but she said she could get it “taken down” in price, she meant.

As we looked out the window, Rachel pointed out what is walkable to the surrounding area attractions.

Next, Rachel took us to the rooftop to see the view. Once again she pointed out the local area attractions. As Rachel took us back to the lobby she pointed out the gym.

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?No0/0
  • 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.)Yes0/0
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?N/A4/4
  • 7. Did the Leasing Professional attempt to close on you more than once?N/A4/4
  • 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.):

Rachel was very pleasant. I did decline to give her an email address. She did not ask me to lease that day but she made it very clear that the rent amount was negotiable. She did not attempt to follow up a phone call; Instead, Rachel asked me to give her a call if I was interested in applying. She did overcome my objections during the tour so points given for question #6 and #7. She did not provide me a business card nor any brochures.


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).:

Rachel has a great personality. She made me think that she could effectively handle any objections that I had.

Follow Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?N/A10/10
  •  Total: 10/10
    10
    100

Comments:

I did not give Rachel an email address and she did ask me for one so points given.

Performance Evaluation

Total Phone Score: 91%
On Site Score: 94%
Total Score: 0%

General Questions