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Report For Shelby Reinhardt at 26 South Calvert Street

Report For Shelby Reinhardt at 26 South Calvert Street

0%
Current Score
61.44%
Average Score
  • 55%
    10-6-2020
  • 68%
    1-5-2021
    • 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/Baltimore

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: Shelby Reinhardt
  • JOB#: 26556_092320393
  • Shopper Name: Suzanne Precious
  • Property Name: 26 South Calvert Street
  • Address: 26 South Calvert Street, Baltimore, MD 21202, USA
  • Shop Date: 10/6/2020

General Questions

  • Date of Phone Call: 10/2/2020
  • Time of Phone Call: 12:30 pm
  • Length of Phone Call: 3.5 minutes
  • Date of Onsite Tour Visit: 10/6/2020
  • Time of Onsite Tour Visit: 12:30
  • Length of Onsite Tour Visit: 18 minutes
  • SHOPPER INFORMATION : Suzanne Precious
  • Shopper Name Given : Suzanne
  • Shopper's phone number given: 443-600-5474
  • Shopper's email address given: 9106Mickey@gmail.com
  • How you heard about the property: She did not ask
  • Apartment size needed: 1 Bedroom
  • Date home needed: Within 6 weeks
  • Pets: Dog
  • Number of occupants: 1
  • Reason for moving: Wanting to move back to the city
  • Special preferences or needs: Bottom floor
  • Where you shown a model and/or a vacant?: 3 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
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  • EXECUTIVE SUMMARY:
  • Leasing Professional's overall attitude and impression: Shelby had a professional demeanor. She was friendly.
  • Leasing Professional's strongest points: Shelby was friendly and seemed confident and knowledgeable of PMC properties.
  • Leasing Professional's weakest points: It took me three days to get Shelby on the phone to inquire about a rental. I would have just skipped over this property if I was a real prospect. Shelby only focused on size apartment, move-in date, and price. She made no attempt over the phone nor in person to learn about my apartment and community preferences in order to be more prepared for my arrival. I inquired about a pool about she never asked me if that was a deal breaker. Shelby made no attempt to close me at the end of the tour. No specials were discussed onsite nor over the phone.
  • Overall Comments: Overall, Shelby had a professional demeanor which created some engagement but she could have taken more control of the presentation if she learned about my specific needs. I don’t feel I would have ever had the onsite tour and considered the property as my new home if I was a real prospect with such a challenge reaching her.

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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?No0/5
  • 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).No0/3
  • 4. Did the Leasing Professional identify him/herself?No0/3
  • 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: 6/28
    6
    21.43

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?:

On 9/30/2020 I called 6 times and received voice mail between 10:15 am and 11:25 am. I sent a text to that number later that day and received no reply. On 10/2/2020, I got Shelby on the 4th call at 12:27 pm. Shelby answered the phone with "PMC Property Group, how may I help you?"

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?Yes3/3
  • 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: 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.) :

Shelby did not ask if about the number of occupants but she did ask what size apartment I needed and if I was bringing a pet. She gave me the policy for pet rent and deposit. She did not mention any restrictions on pets. She did not determine what floor level I preferred or if I had any apartment preferences.

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?Yes4/4
  •  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.) :

Shelby asked only basic questions such as when I was moving, what was my price range, and did I have a pet. Then she asked if I wanted to schedule a time to visit the property.

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? No0/4
  • 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: 8/12
    8
    66.67

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

After she gave me the charges for a pet, Shelby invited me in for a tour and we settled on Wednesday 10/6/2020 at 12:30 pm. She asked my first and last name, cell number and my email. She identified herself as Shelby and confirmed the appointment date and time. Shelby did not follow up the same day but did call me the morning of my visit and left me a voice mail.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes13/13
  • 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.) :

Shelby asked for my name, phone number and cell phone number after we made an appointment for a tour.

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.):

When I approached the building Shelby was on her way out. I entered the lobby, there was a sign that she was out on the property and I waited a few minutes for her to return. When she came back she asked if I was Suzanne and she took me directly to the elevator and told me what apartments we were going to visit.

Onsite Identifying Needs

  • 1. Did the Leasing Professional confirm size of apartment you needed?No0/1
  • 2. Did the Leasing Professional confirm your move-in date?Yes1/1
  • 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?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.)?No0/4
  •  Total: 5/12
    5
    41.67

Comments on the Identifying Needs :

Shelby did not confirm the size apartment I wanted but she was ready to show me one-bedrooms. She did not ask about the number of occupants over the phone nor in person. She gave me prices of the one-bedrooms but she did not ask if that was in my price range. We started with an apartment on the eighth floor and Shelby didn't ask if I had a preference to the level.

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. 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: 31/36
    31
    86.11

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

Shelby opened the apartment door and showed me in. She opened the blinds and highlighted the view. She said the blinds were included. She pointed out the washer and dryer were located. For the most part Shelby stood in one place in the vacant and let me look around. I am not sure if she did that because this may have been a self-guided tour or not. Since she didn’t explain any Covid precautions I assumed this was how she normally conducted a tour. She did the same for all three apartments she showed. She asked me if I currently lived in the city. When I asked about the gas cooking, she told me the residents are responsible for water, electric and cable.

When I asked about the pool, she told me they have another property in the area with a pool and she could give me their number or have them call me for an appointment. She didn’t ask me if that was a deal breaker.

She told me she would send me their web address with listings of all their apartments so I could look at other properties.

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. No0/7
  • 2. Did the Leasing Professional mention current specials?No0/0
  • 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?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?Yes2/2
  •  Total: 2/27
    2
    7.41

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.):

When I mentioned that I preferred a lower level and showed an interest in the last apartment she showed me she did not comment. She asked me if I had looked around at other apartments and she mentioned the convenience of living at 26 Calvert.

Shelby had me enter my email address in her phone which seemed awkward instead of her typing it in herself. She said she would follow up with me and send me their website address for me to view. Since I stressed desiring a pool, she mentioned one of their properties that had a pool and the communities did not share amenities. At this point she didn't ask me if the pool was a deal breaker.

As she walked me to the door she asked if I had any questions so I asked about a fitness center. She said they have one and asked if I wanted to see it so she took me to see it.

Overall, there was nothing extraordinary about my visit. Shelby did not take time on the phone nor before we began the tour to ask me about my floor, apartment, and community preferences. She focused on showing me vacant apartments based on the size I requested. Shelby did make some efforts to ask some open-ended questions about my apartment search such as why was I looking to move downtown and she asked me what area of town I currently lived. She did not ask if I wanted to hold the one vacant that I had shown interest in or tell me how long they could hold it. She did say she would definitely follow up with me. At the end of the tour Shelby told me to look for her email to come. She made no effort to close 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? No0/0
  •  Total: 0/0
    0
    NAN

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

Shelby said nothing to be considered discriminatory and when I asked about safety she told me they have a security guard there in the evening. I also asked if there were a lot of seniors there and she responded that there was a mix of residents.

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:

Shelby sent me an email the next day with their web site address.

Performance Evaluation

Total Phone Score: 47%
On Site Score: 63%
Total Score: 0%

General Questions