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Report For Jhonn (Alex) Bernate at TENm.flats

Report For Jhonn (Alex) Bernate at TENm.flats

0%
Current Score
73.5%
Average Score
  • 74%
    11-2-2020
    • 25%50%75%100%

Shop Description

YOU WILL NOT BE VISITING THE PROPERTIES. YOU WILL BE ACCEPTING A VIRTUAL TOUR. You can take the Virtual Tour through Skype, Facebook Messenger, or Facetime. Please make sure you download or have one of these options set up already.

Office Hours: Monday to Friday 9 AM to 5 PM; Saturday, 10 AM to 5 PM; Sunday, 12 PM to 5 PM.

THE SHOPPER MUST BE PREPARED TO HAVE ANSWERS TO ALL THE LEASING PROFESSIONAL’S QUESTIONS. PLEASE KNOW WHAT YOU WANT IN YOUR NEW APARTMENT HOME AND COMMUNITY. Please review the price points on the community's website so your answers are related to the community.

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 PHONE CALL MUST BE AUDIO RECORDED AND THE VIRTUAL TOUR MUST BE AUDIO RECORDED.

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.

The Onsite Visit must be recorded using the Free SMART RECORDER Phone App. Please download this to your phone.

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.

Use your desktop or laptop to conduct the Virtual Tour and use your phone to record the tour. PLEASE READ the MAMS Virtual Tour Tutorials on the Shopper Dashboard for instructions. It is mandatory that you read the MAMS Tutorial along with the MAMS Phone and Virtual Tour Script. All instructions must be followed for the completion of a report and to be paid.

Performance Evaluations

Information

  • Agent: Jhonn (Alex) Bernate
  • JOB#: 26276_091620104
  • Shopper Name: Keisha Cash
  • Property Name: TENm.flats
  • Address: 10101 Twin Rivers Rd, Columbia, MD 21044, USA
  • Shop Date: 11-2-2020

General Questions

  • Date of Phone Call: 11/2/2020
  • Time of Phone Call: 12:20 PM
  • Length of Phone Call: 13:00 minutes
  • Date of Virtual Tour Visit: 11/2/2020
  • Time of Virtual Tour Visit: 1:30 PM
  • Length of Virtual Tour Visit: 24:00 minutes
  • SHOPPER INFORMATION :
  • Shopper Name Given : Keisha Hilton
  • Shopper's phone number given: 443-676-6615
  • Shopper's email address given: kgilmore@udel.edu
  • How you heard about the property: Not asked
  • Apartment size needed: 1 bedroom
  • Date home needed: December
  • Pets: None
  • Number of occupants: 2
  • Reason for moving: Not given
  • Special preferences or needs: No ground floor
  • 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: Alex was very pleasant to speak with. He was very warm and positive.
  • Leasing Professional's strongest points: Alex gave a very thorough demonstration that allowed me to see an apartment, as well as the community amenities.
  • Leasing Professional's weakest points: Alex never explained to me about the application process.
  • Overall Comments: Alex was very accommodating in meeting my needs and giving a thorough depiction of the community and neighborhood.

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?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).N/A3/3
  • 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: 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?:

I tried to call for Alex once before and he was on the phone with another prospect. I was told to try calling him back in a few. When I called back, I asked for Alex again and was placed on a brief hold he came to the phone. Once he arrived, he announced himself with his name. I told him that he had spoken to my husband previously regarding an apartment, but that he had gotten tied up and I was now taking over the search. He asked for my name and how I was doing. He was very friendly and pleased to assist me. He continued to use my name throughout the phone conversation. He did not ask me how I knew 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?N/A3/3
  • 12. Did the Leasing Professional determine if you had any pets?No0/3
  • 13. Did the Leasing Professional determine your price range?No0/3
  • 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?No0/3
  •  Total: 12/21
    12
    57.14

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

Alex asked several questions to best understand my needs. He already knew the apartment was for myself and my husband. He asked what size apartment I was looking for, the move-in date, and if I had any special preferences. He surprisingly never asked for my budget or disclosed the cost for any of the apartments.

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?Yes3/3
  • 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.) :

While on the phone, Alex really tried to best accommodate my apartment needs by asking many questions about my preferences. Alex was able to find me several apartment options that met the needs I identified. He briefly described each of the available apartments' features, such as the floor level, balcony, etc. He created a sense of urgency by asking me if I was in the area to come to the property; however, I requested a virtual tour. He was able to give me several options for a virtual tour, including a Zoom call or FaceTime. He did very well in controlling the conversation.

Telephone Close

  • 22. Did the Leasing Professional attempt to schedule a specific time for a call back to give you a virtual tour? If a virtual tour was not scheduled then only fill out the telephone portion of this shop report. Yes3/3
  • 23. After you scheduled a virtual tour did a Leasing Professional follow-up with you within the same business day with an email confirming the virtual tour? 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.) :

Alex offered his availability and a specific time that we could conduct the virtual tour. Upon agreeing on the time, Alex sent me an email with the link to join the tour. He did that shortly after we ended our call.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes10/10
  • 26. Did the Leasing Professional ask for your email?Yes4/4
  • 27. Did the Leasing Professional ask for your preferred method of contact?N/A3/3
  •  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.) :

Alex asked for both my email and phone number.

Greeting/Virtual Tour

  • 1. Did the Leasing Professional call you at the set appointment of your virtual tour?Yes5/5
  • 2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?Yes5/5
  • 3. Was the Leasing Professional prepared for the virtual tour based on the information gathered from you during the phone call?Yes5/5
  •  Total: 15/15
    15
    100

Comments (Please explain in detail your experience.):

Alex was waiting for me at the agreed upon time. He greeted me with a smile and seemed very excited to tour me. He was prepared for the tour and was located in the leasing office.

Identifying Needs/Virtual Tour

  • 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?No0/1
  • 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: 11/12
    11
    91.67

Comments on the Identifying Needs :

Alex went over all my needs we discussed over the phone. He still did not ask about my budget or state the cost of the available apartments. Additionally, he did ask if I was bringing any pets with me. He made sure to be very descriptive in going over the features in the apartment, as well as, ensuring he knew all of my preferences.

Demonstrating/Virtual Tour

  • 1. Did the Leasing Professional virtually 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?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?No0/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 27/36
    27
    75

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

Alex started off my showing me the different community amenities. He took me to view the leasing office, the resident common area, the business centers, gyms, pool/ lounge area, indoor basketball court, parking garage, pet spa, and sports lounge. He made sure to show all the community had to offer, as well as its proximity to the Columbia Mall. Next, he took me to view a vacant apartment. There was a cleaning crew in the apartment when we arrived; however, it did not deter us from the tour and the home was already clean and well maintained. He took me through each room, taking his time to describe the features and benefits. He allowed me the opportunity to ask questions at any time. He showed me where the available apartment would be in comparison to the vacant we were touring. It was very detailed. Alex showed his love for the property and the area.

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. No0/2
  • 2. Did the Leasing Professional mention current specials?No0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?No0/5
  • 4. Based on the Leasing Professional's presentation, would you have leased an apartment?No0/8
  • 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?No0/4
  • 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: 0/27
    0
    0

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.):

Alex never asked if I wanted to apply for the apartment. I was not even made aware of how to apply if I was interested. Although the property was beautiful and Alex gave a great tour, I wouldn't lease from him specifically since I was still unaware of the costs of the apartments, which is very important. He did make himself available afterwards if I had any additional questions or concerns.

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).:

When asked about the safety of the apartments, Alex stated that he could not guarantee anyone's safety, but that it was a nice area and he had not seen any incidents since working there. When asked if many children lived on the property, he said he could not answer that due to Fair Housing Laws, but that they have a variety of people living in the community- a little bit of everyone.

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:

Alex sent me an email later that day thanking me for taking the time to virtually tour and making himself available for any additional questions or concerns I may have.

Performance Evaluation

Total Phone Score: 84%
On Site Score: 63%
Total Score: 0%

General Questions