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Report For Morgan Feldscher at 222 Rittenhouse

Report For Morgan Feldscher at 222 Rittenhouse

0%
Current Score
73.88%
Average Score
  • 78%
    09-05-2020
  • 70%
    11-04-2020
    • 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/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: Morgan Feldscher
  • JOB#: 25808_09012005
  • Shopper Name: Nicholas Murray
  • Property Name: 222 Rittenhouse
  • Address: 222 Rittenhouse, West Rittenhouse Square, Philadelphia, PA, USA
  • Shop Date: 09-05-2020

General Questions

  • Date of Phone Call: 09/04/2020
  • Time of Phone Call: 11:52 AM
  • Length of Phone Call: 3:16 minutes
  • Date of Onsite Tour Visit: 09/05/2020
  • Time of Onsite Tour Visit: 10:00 AM
  • Length of Onsite Tour Visit: 23:00 minutes
  • SHOPPER INFORMATION :
  • Shopper Name Given : Nicholas 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 September
  • Pets: none
  • Number of occupants: 1
  • Reason for moving: To be closer to work
  • Special preferences or needs: My special needs and preferences were never addressed.
  • Where you shown a model and/or a vacant?: vacant
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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: Morgan has a friendly attitude and made a great first impression.
  • Leasing Professional's strongest points: Morgan gave a thorough demonstration of the entire community. She was very conversational during the tour which made me feel at ease. She asked me more probing questions onsite.
  • Leasing Professional's weakest points: Morgan kept the phone conversation very brief and to the point. We discussed size apartment, move-in date, and price. She did not attempt to ask me any other probing questions on the phone such as occupants, pets, reason for moving, special preferences. She did not make a strong enough close at the end of the onsite demonstration to learn why I wasn't making a decision that day.
  • Overall Comments: Morgan made it a positive experience touring the building community. She was friendly and professional. She did not give me any take-aways such as a brochure or business card; Although, her thorough demonstration was her biggest selling effort.

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)No0/3
  • 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?:

The leasing professional answered the initial call with enthusiasm and an eagerness to assist me in finding a new home. She stated the name of the management company and introduced herself. The telephone greeting is as follows, "PMC property group, this is Morgan". She had a warm and inviting tone.

I stated my name and I asked Morgan if I could come in and take a tour of the building. She responded that she was would need to check her schedule and get back to me. She called me back within an hour and she was able to accommodate my request to take an immediate tour. Morgan did not use my name in conversation. She did not ask how I knew about the property.

Telephone Identifying Needs

  • 9. Did the Leasing Professional determine apartment size?N/A3/3
  • 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.) :

On the phone call, I introduced myself and mentioned the apartment size I was seeking. Morgan did determine my move-in date and my budget. She did not ask about number of occupants or if I had any pets. She did not ask any questions to determine my special needs or preferences. She did not ask the reason for my move.

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/A4/4
  •  Total: 4/22
    4
    18.18

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

Morgan did not ask qualifying questions to identify my special needs and preferences. She did not discuss the apartment or the community amenities. The call was very brief.

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.) :

Morgan invited me to tour the building community, she asked me if the following day would be good to take the tour.
I received a follow-up email within the same day as the tour.

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.) :

Morgan had my phone number from the caller ID. She did ask for my 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.):

Morgan greeted me with a smile and showed a genuine interest in helping me find a new home. She was prepared for my visit with the information she gathered during our conversation. She did practice social distancing by wearing a mask and keeping a short distance away. No protective equipment was offered or needed. I had my own mask.

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?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: 11/12
    11
    91.67

Comments on the Identifying Needs :

During the tour of the building, Morgan did ask more qualifying questions to identify my preferences in my new home. The size of the apartment and my move-in date were addressed.

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. 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. 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.):

Morgan showed me a model unit and a vacant unit. She was able to maintain a friendly conversation throughout the tour of the building community. She seemed to be experienced and comfortable with leading the tour. As we toured the apartments, she pointed out the extra closet space and the in-apartment washer and dryer unit. We toured the common areas of the building, she pointed out the benefits of the fitness center and the rooftop terrace. Morgan was familiar with the surrounding area attractions. She asked me what I thought about what I had seen.

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: 19/27
    19
    70.37

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.):

As we proceeded to the lobby of the building, Morgan mentioned the current special which was one month free with a 13-month lease agreement. She did not ask me to lease an apartment that same day; However, She did mention the online application process and asked me for my email address to send me a follow-up email message.

Morgan did not provide me with a business card nor any marketing material. She had asked me what I thought earlier during the tour but I didn't think that was a pre-closing question. She did not make any attempt to schedule a follow-up phone call, only an email was promised which I did receive.

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).:

Morgan did nothing to discourage me from renting.

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 an email within 3 hours of taking a tour of the building.

Performance Evaluation

Total Phone Score: 64%
On Site Score: 91%
Total Score: 0%

General Questions