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Report For Rachel Bracket at The Apartments at Saddle Brooke

Report For Rachel Bracket at The Apartments at Saddle Brooke

0%
Current Score
61%
Average Score
  • 61%
    10-20-2020
    • 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 - Friday 9 AM to 6 PM; Saturday 10 AM to 5 PM; Sunday - Closed.

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: Rachel Bracket
  • JOB#: 26286_091620334
  • Shopper Name: Keisha Cash
  • Property Name: The Apartments at Saddle Brooke
  • Address: 307 Foxfire Pl, Cockeysville, MD 21030, USA
  • Shop Date: 10-20-2020

General Questions

  • Date of Phone Call: 10/20/2020
  • Time of Phone Call: 9:39 AM
  • Length of Phone Call: 9:00 minutes
  • Date of Virtual Tour Visit: 10/20/2020
  • Time of Virtual Tour Visit: 11:30 AM
  • Length of Virtual Tour Visit: 12:20 minutes
  • SHOPPER INFORMATION :
  • Shopper Name Given : Keisha Bailey
  • Shopper's phone number given: None given
  • Shopper's email address given: Kgilmore1103@gmail.com
  • 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 asked
  • Special preferences or needs: No ground floor, washer and dryer in unit
  • 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 had a positive attitude. She had a calm demeanor and was easy to talk to.
  • Leasing Professional's strongest points: Rachel was great at addressing my questions and concerns.
  • Leasing Professional's weakest points: Demonstration was not informative.
  • Overall Comments: While Rachel was a pleasure to meet with, I believe she relied too heavily on the virtual tour videos to inform me about the community. I did not learn much of anything from her about the community or neighborhood. If I hadn’t watched the videos, I would not have known anything.

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)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?:

Rachel answered the phone promptly when I called. She stated her name and the name of the community. When I told her I was interested in an apartment, she did ask for my name. She was professional and had a positive attitude.

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?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: 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.) :

Rachel asked me several questions to best understand my needs. She asked the size apartment I was looking for, the move in date, and if there were any special features I was looking for. She was able to identify an available apartment that met my needs.

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?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?Yes4/4
  •  Total: 13/22
    13
    59.09

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

Rachel did specifically ask me about the preferences I had in an apartment home. She did not speak on any of the community amenities/ benefits. I also found there was a lack of urgency. She mentioned there was limited availability, but she did not urge me to apply. She did offer to give me an in person tour of the model, but when I said I was out of town, she offered to send me videos of the community instead. I would say she maintained control of 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. No0/3
  • 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.) Yes5/5
  •  Total: 9/12
    9
    75

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

I asked Rachel if she could walk me through the videos to better explain the layouts of the apartments. She was happy to do so. I offered to call her back at 11:30 that day so she could do so. She then told me she would send me the video links and some additional information about the community, including an application link.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? No0/10
  • 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: 7/17
    7
    41.18

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

Rachel asked only for my email. She did not asked for a preferred contact method.

Greeting/Virtual Tour

  • 1. Did the Leasing Professional call you at the set appointment of your virtual tour?N/A5/5
  • 2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?N/A5/5
  • 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.):

I agreed to call Rachel at a specified time. During the agreed time, she was finishing up with a prospect and I was on a brief hold. When she came to the phone, she was prepared for the virtual tour.

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?No0/3
  • 7. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes4/4
  •  Total: 8/12
    8
    66.67

Comments on the Identifying Needs :

During the tour, Rachel confirmed the size apartment and move in date, along with my preferences. She additionally asked about the number of occupants and if any pets were coming. She was able to point out a few differences in the video model from the home becoming available, such as the style and color of the kitchen cabinets.

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.)No0/4
  • 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: 26/36
    26
    72.22

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

The demonstration was pretty basic. Rachel didn’t say much, I believe because she was allowing me to watch the video. She pointed out a few things here and there, such as the stackable washer and dryer, the kitchen appliances, and the closet space. She made me aware that the bedroom could fit a king size bed. I was really left to evaluate the home on my own. I would have liked more of a descriptive tour.

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.):

Based in the demonstration, I would not have leased the apartment. I did not learn anything new about the apartments, community, or neighborhood. Rachel seemed indifferent about me applying. She never asked if I wanted to apply. There was no sense of urgency. She did let me know what I needed to apply though. There was nothing memorable about the virtual tour. Rachel did make herself available for any questions.

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 if there were any security/ safety issues, Rachel encouraged me to so my own research on the property. When asked if I would be living near children, she said she couldn’t answer that due to Fair Housing Laws.

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 that evening thanking mw for touring with the property and providing me the link to apply.

Performance Evaluation

Total Phone Score: 63%
On Site Score: 59%
Total Score: 0%

General Questions