Menu

Top

Report For Patricia Rich at The Apartments at Cambridge Court

Report For Patricia Rich at The Apartments at Cambridge Court

0%
Current Score
61.5%
Average Score
  • 62%
    09-21-2020
    • 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: Patricia Rich
  • JOB#: 26307_091620626
  • Shopper Name: Keisha Cash
  • Property Name: The Apartments at Cambridge Court
  • Address: 386 Attenborough Dr, Rosedale, MD 21237, USA
  • Shop Date: 09-21-2020

General Questions

  • Date of Phone Call: 9/29/2020
  • Time of Phone Call: 9:24 AM
  • Length of Phone Call: 5:21 minutes
  • Date of Virtual Tour Visit: 9/29/2020
  • Time of Virtual Tour Visit: 12:00 PM
  • Length of Virtual Tour Visit: 4:00 minutes
  • SHOPPER INFORMATION :
  • Shopper Name Given : Keisha Clash
  • Shopper's phone number given: 443-676-6615
  • Shopper's email address given: Kgilmore1103@gmail.com
  • How you heard about the property: Not asked
  • Apartment size needed: 1 bedroom
  • Date home needed: November
  • Pets: None
  • Number of occupants: 2
  • Reason for moving: Not given
  • Special preferences or needs: None given
  • 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: Brittany had a very pleasant attitude. She was very professional and provided great customer service.
  • Leasing Professional's strongest points: Brittany conducted a very thorough demonstration. She was very knowledgeable of the property.
  • Leasing Professional's weakest points: Brittany originally scheduled a LIVE Virtual Tour with me but something went wrong on her end and she ended up sending me a recorded video of tour of her in the apartment we discussed. The video was done well; However, Britany did not attempt to schedule a follow-up phone call with me in an attempt to make any closing efforts. She did send me follow-up emails but this is not the same or as strong as a LIVE phone discussion about what I had just viewed.
  • Overall Comments: Brittany was great to interact with. Although the demonstration was great, the FaceTime would have allowed me to ask some additional questions I had.

Uploaded Materials

Print / Make PDF

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?:

Brittany answered the phone promptly with the name and the community. She talked very clearly and sounded professional. When I told her I was interested in an apartment, she asked for my name to start.

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.) :

Brittany asked for the size apartment I needed and move in date. Based on the move, she gave me two apartments options that were available, along with their prices. She also briefly described each apartment as well and asked if I had any preference.

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.) :

Brittany had a good hold on the conversation. While she did explain about the apartment features, she didn’t talk anything about the community amenities. There was a sense of urgency with her offering for me to visit the property and also offering virtual options.

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.) :

Brittany and I were able to set up a virtual tour for noon on the same day. She said she would be calling me from her phone. After the call, she did email me some information on the apartment I said I was interested in, as well as a link to apply.

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.) :

Brittany 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?No0/5
  • 2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?No0/5
  • 3. Was the Leasing Professional prepared for the virtual tour based on the information gathered from you during the phone call?No0/5
  •  Total: 0/15
    0
    0

Comments (Please explain in detail your experience.):

Brittany texted me at noon asking if it was still a good time to call. I never received a call however. She texted me to say that she was having connection issues and that she would go to the model and record a tour to send to me. A few minutes later, the video tour was sent.

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?No0/1
  • 3. Did the Leasing Professional confirm number of occupants?No0/1
  • 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?Yes3/3
  • 7. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?No0/4
  •  Total: 4/12
    4
    33.33

Comments on the Identifying Needs :

In the video, Brittany made sure to point out the differences between the model and the one- bedroom I requested. I was not asked if I had any special preferences or any additional questions from the initial phone call.

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?N/A0/4
  • 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. 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.):

While not a FaceTime, Brittany’s demonstration was very thorough. She took me through every room and explained the features and benefits. She took her time so that I was able to observe. The model she showed was very clean and bright. She was very knowledgeable about the apartment and continued to mention other amenities, such as valet trash. She covered many of the questions I would have asked. She also told me to reach out to her if I had any questions or concerns.

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. Yes4/4
  • 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.)No0/0
  • 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: 4/27
    4
    14.81

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.):

Since the tour was pre-recorded, there wasn’t really a close. I wasn’t asked to apply and no specials were mentioned to me. Brittany did make it clear that prices changed and urged me to make a decision soon in her email sent. She was excellent regarding follow up emails to check in; However, she never attempted to schedule a follow-up phone call with me.

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? N/A0/0
  •  Total: 0/0
    0
    NAN

Comment (This is mandatory that you answer question #3 in the Comment Box).:

I was not able to ask any Fair Housing questions since I was not live with Brittany; however, she did not say anything that could be viewed as discriminatory.

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:

Brittany sent me several emails checking in on me and seeing if I was still interested in the apartment and making herself available for questions.

Performance Evaluation

Total Phone Score: 78%
On Site Score: 45%
Total Score: 0%

General Questions