Report For Laura Plouffe-Taylor at 38 Crown Street
Report For Laura Plouffe-Taylor at 38 Crown Street
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Current Score
33.83%
Average Score
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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/massachusetts
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: Laura Plouffe-Taylor
- JOB#: 25734_082520534
- Shopper Name: Carole Chu
- Property Name: 38 Crown Street
- Address: 38 Crown Street, New Haven, CT, USA
- Shop Date: 9/10/2020
General Questions
- Date of Phone Call: 9/4/2020
- Time of Phone Call: 11:30 AM
- Length of Phone Call: n/a - straight to voicemail; mailbox was full so could not leave a message.
- Date of Onsite Tour Visit: 9/10/2020
- Time of Onsite Tour Visit: 2:00 PM
- Length of Onsite Tour Visit: 2:14 PM
- SHOPPER INFORMATION : Carole Chu
- Shopper Name Given : Carole (She did not ask for my last name.)
- Shopper's phone number given: 203-500-7784
- Shopper's email address given: carole.chu@snet.net
- How you heard about the property: Laura did not ask.
- Apartment size needed: 1-2 bedrooms
- Date home needed: Laura did not ask.
- Pets: Laura did not ask.
- Number of occupants: 2
- Reason for moving: Selling home.
- Special preferences or needs: Laura did not ask.
- Where you shown a model and/or a vacant?: Vacants
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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: My first impression was that it was exceptionally challenging getting to the leasing agent by phone. The voicemail was full and the agent was not fully attentive to my text messages.
- Leasing Professional's strongest points: Laura was very thorough in showing me the vacant apartments. She went at an even pace and answered all my questions.
- Leasing Professional's weakest points: Laura took very little interest in learning anything about my apartment search. Before we began the tour, Laura never took time to get all my contact information nor did she ask me for the number of occupants, pets, reason for moving, and apartment and community preferences. During the tour, Laura stayed focused on giving me the availability and pricing. She kindly and professionally answered any questions I had. Only once did she ask me a question at the beginning of the tour “if I lived in town”. Other than that, she did not ask me any Identifying Needs questions. Laura made no attempt to learn about my apartment search.
- Overall Comments: Overall, I would have given up and moved on to other properties in the area since It was so challenging to reach anyone. Perhaps it's a landlord's market in New Haven since Laura didn’t feel the need to learn anything about me during my visit. She did not ask for any of my information. I did not feel valued as a future resident.
Uploaded Materials
- Upload Text Messages 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.No0/5
- 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/A0/5
- 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).N/A0/3
- 4. Did the Leasing Professional identify him/herself?N/A0/3
- 5. Did the Leasing Professional obtain your name during the telephone presentation?N/A0/3
- 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/A0/3
- 7. Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)N/A0/3
- 8. Did the Leasing Professional ask how you knew about the community?N/A3/3
- Total: 3/2810.71
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?:
Telephone Identifying Needs
- 9. Did the Leasing Professional determine apartment size?N/A0/3
- 10. Did the Leasing Professional determine move-in date?N/A0/3
- 11. Did the Leasing Professional determine number of occupants?N/A0/3
- 12. Did the Leasing Professional determine if you had any pets?N/A0/3
- 13. Did the Leasing Professional determine your price range?N/A0/3
- 14. Did the Leasing Professional determine specific preferences (i.e. w/d connections, up/downstairs, fireplace)?N/A0/3
- 15. Did the Leasing Professional ask your reason for moving?N/A0/3
- Total: 0/210
Telephone Qualifying Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :
I was unable to reach the leasing agent by phone. We communicated via text and she did ask in response to my initial inquiry by asking my move date; a price range; and the size apartment I needed.
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?").N/A0/5
- 17. Did the Leasing Professional review the apartment features and benefits (fireplace, washer/dryer, storage, etc.).N/A0/4
- 18. Did the Leasing Professional describe community features, benefits, and/or amenities?N/A0/4
- 19. Did the Leasing Professional create a sense of urgency?N/A0/2
- 20. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?N/A0/3
- 21. Did the Leasing Professional control the conversation?N/A0/4
- Total: 0/220
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.N/A0/3
- 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/A0/4
- 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: 0/120
Telephone Follow-Up
- 25. Did the Leasing Professional ask for your telephone number? N/A0/13
- 26. Did the Leasing Professional ask for your email?N/A0/4
- Total: 0/170
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 Professional practice social distancing?Yes1/1
- 5. Was personal protective equipment offered to you as the prospect?No0/0
- Total: 16/16100
Comments (Please explain in detail your experience.):
Laura met me out front of the building. She greeted me with a smile. She asked if I lived in town. We immediately began the tour. She had some papers which she referred to frequently as we visited each unit, so she could note the pertinent features of each.
I was wearing my mask so there was no need to offer me any protective equipment. She made it a point to open the doors for me so I didn't have to touch the knobs, and we stood as far apart as possible in the elevator.
I was wearing my mask so there was no need to offer me any protective equipment. She made it a point to open the doors for me so I didn't have to touch the knobs, and we stood as far apart as possible in the elevator.
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?N/A1/1
- 4. Did the Leasing Professional confirm price range or budget?No0/1
- 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?No0/3
- 7. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?No0/4
- Total: 3/1225
Comments on the Identifying Needs :
We immediately began the tour as we walked in the doorway of the building. She pointed to the mailboxes and the trash area. She initially showed me one-bedroom apartments, and only when I asked about the two-bedroom did she show that to me. I thought she would have shown me that one first, since that was the one she described in our text conversation. She didn't ask me many questions at all. I told her my daughter was in college and may be coming home from time to time. She didn't ask about occupants but I gave that information when I asked to see a two bedroom. Laura made the assumption I wanted a one-bedroom when we began texting before the scheduled tour.
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?N/A5/5
- 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?N/A0/3
- 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
- Total: 27/3675
Comments on the Demonstration (Please describe your experience while virtually touring with community with the Leasing Professional.):
After pointing out the mailboxes and trash area we entered the elevator. Laura explained what we would be viewing. We walked into the one-bedroom vacant and she pointed out the bathroom and bedroom along with telling me about the kitchen appliances (electric). The vacant was clean. She gave me the price. She told me what was included in the rent and what would be my responsibility.
When I asked about a two bedroom then Laura offered to show me the two-bedroom but she said it was “much darker”. I said I had a daughter in college and she comes home every now and then and I may need something bigger. We then went to a two-bedroom vacant. I asked about parking and she explained how that worked. We passed a dog in the hallway and I asked about pets. She told me the pet fee. Laura walked me through the two-bedroom vacant and pointed out the features. She gave me the price of this apartment.
As we were wrapping up the tour, Morgan told me about the application fee and security deposit. She told me on move-in day I would have to pay a full month’s rent. She did tell me about the special and how the FREE month would work. She told me that I could apply online and she gave me the formula of what money I would need to make to be approved. She walked me out the front door of the apartment building and she asked me what I thought. I told her I was interested but I had some other places to see. She told me to send her my email and she would send me a link on how to apply. She gave me a friendly goodbye and the tour ended.
There were not any community amenities to discuss. Laura took control of the conversation but the conversation lacked engagement about my needs and my apartment search. I was never asked about my needs so Laura could not address that during the tour.
When I asked about a two bedroom then Laura offered to show me the two-bedroom but she said it was “much darker”. I said I had a daughter in college and she comes home every now and then and I may need something bigger. We then went to a two-bedroom vacant. I asked about parking and she explained how that worked. We passed a dog in the hallway and I asked about pets. She told me the pet fee. Laura walked me through the two-bedroom vacant and pointed out the features. She gave me the price of this apartment.
As we were wrapping up the tour, Morgan told me about the application fee and security deposit. She told me on move-in day I would have to pay a full month’s rent. She did tell me about the special and how the FREE month would work. She told me that I could apply online and she gave me the formula of what money I would need to make to be approved. She walked me out the front door of the apartment building and she asked me what I thought. I told her I was interested but I had some other places to see. She told me to send her my email and she would send me a link on how to apply. She gave me a friendly goodbye and the tour ended.
There were not any community amenities to discuss. Laura took control of the conversation but the conversation lacked engagement about my needs and my apartment search. I was never asked about my needs so Laura could not address that during the tour.
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. Yes7/7
- 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.)No0/2
- 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?No0/4
- 8. Did the Leasing Professional attempt to schedule a follow up phone call?No0/2
- Total: 19/2770.37
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, Laura explained the free month and how it worked. She said if I were interested, to submit an application online on their website. She told me about the application fee and security deposit. She did ask me what I thought but I didn't feel that was a direct question to close the deal. She did not provide me a business card nor any marketing material.
Before we began the tour, Laura never took time to get all my contact information nor did she ask me for the number of occupants, pets, reason for moving, and apartment and community preferences. During the tour, Laura stayed focused on giving me the availability and pricing. She kindly and professionally answered any questions I had. Only once did she ask me a question at the beginning of the tour “if I lived in town”. Other than that, she did not ask me any Identifying Needs questions. Laura made no attempt to learn about my apartment search.
Before we began the tour, Laura never took time to get all my contact information nor did she ask me for the number of occupants, pets, reason for moving, and apartment and community preferences. During the tour, Laura stayed focused on giving me the availability and pricing. She kindly and professionally answered any questions I had. Only once did she ask me a question at the beginning of the tour “if I lived in town”. Other than that, she did not ask me any Identifying Needs questions. Laura made no attempt to learn about my apartment search.
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: 0/0NAN
Comment (This is mandatory that you answer question #3 in the Comment Box).:
Laura did not do anything to discourage me from leasing an apartment.
Follow Up
- 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?No0/10
- Total: 0/100
Comments:
After taking the tour on Thursday, 9/10 at 2:00 PM, I have not heard back from Laura.
Overall, I would have moved on to other properties which piqued my interest. As a prospect I was discouraged at the difficulty to reach this leasing agent. It took seven days to finally get an appointment. All text messages are attached to the bottom of the report.