Report For Brittany Southall at Wintergreen Apartments
Report For Brittany Southall at Wintergreen Apartments
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Current Score
35%
Average Score
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Shop Description
PLEASE READ the MAMS Tutorial on the Shopper Dashboard for instructions. It is mandatory that you read the MAMS Tutorial along with the MAMS Phone and Onsite Script. All instructions must be followed for the completion of a report and to be paid. There are apps that must be downloaded to your phone. iPhone may have a minimal charge for the Call Recording Application.Performance Evaluations
Information
- Agent: Brittany Southall
- JOB#: 5202_0508191248
- Shopper Name: Kendra Nelson
- Property Name: Wintergreen Apartments
- Address: 531 Lake Vista Circle, Cockeysville, MD, USA
- Shop Date: 5/12/2019
General Questions
- Date of Phone Call: 5/12/2019
- Time of Phone Call: 11:30 AM
- Length of Phone Call: 1:00 minute
- Date of Onsite Visit: 5/12/2019
- Time of Onsite Visit: 1:00 PM
- Length of Onsite Visit: 10:00 minutes
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- SHOPPER INFORMATION :
- Shopper Name Given (Telephone): Alexis Jones
- Shopper Name Given (Onsite): Alexis Jones
- Guest Accompanying Shopper:
- Relationship to Shopper:
- Shopper's phone number given: 4438141782
- Shopper's email address given: na
- How you heard about the property: apartment guide.com
- Apartment size needed: 2
- Date home needed: June 1st
- Pets: na
- Number of occupants: 2
- Reason for moving: na
- Special preferences or needs: Updated apartment
- Number of people in the rental office at time of visit: 2
- Where you shown a model and/or a vacant?: model
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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: Nothing about Brittany on the phone call was inviting. I felt like she was inconvenienced.
- Leasing Professional's strongest points:
- Leasing Professional's weakest points:
- Overall Comments:
Uploaded Materials
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Telephone - 100 points possible
- 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
- Did the Leasing Professional identify him/herself?Yes3/3
- Did the Leasing Professional obtain your name during the telephone presentation?No0/3
- Did the Leasing Professional effectively use your name in conversation?No0/3
- Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)No0/3
- Did the Leasing Professional ask for your telephone number? No0/15
- Did the Leasing Professional ask for your email address?No0/0
- Did the Leasing Professional ask how you knew about the community?No0/3
- Did the Leasing Consultant determine apartment size?No0/5
- Did the Leasing Consultant determine move-in date?No0/5
- Did the Leasing Consultant determine number of occupants?No0/5
- Did the Leasing Consultant determine if you had any pets?No0/5
- Did the Leasing Consultant determine your price range?No0/5
- Did the Leasing Consultant determine specific needs (i.e. w/d connections, up/downstairs, fireplace)?No0/5
- Did the Leasing Professional suggest you visit the company website?No0/0
- Did the Leasing Professional describe apartment features and/or amenities? (Please explain in the comment box at the end of the section.) No0/3
- Did the Leasing Professional create a sense of urgency?No0/3
- Did the Leasing Professional extend an invitation for you to visit the community?Yes3/3
- Did the Leasing Professional try to set a specific appointment? (Please explain in the comment box at the end of the section.)No0/15
- Did the Leasing Professional offer directions to the community?No0/3
- Based on the Leasing Professional's presentation, were you motivated to visit the community? No0/10
- Total: 9/1009
Telephone Comments (Please provide the phone conversation from start to finish. All details are necessary.):
The telephone call with Brittany was extremely brief. She introduced herself as well as the property. I told her I was wanted to get pricing on the apartment. She asked what size I was looking for and I told her a two bedroom. She gave me the starting rate and asked if I would like to visit. I told her I would like to come in today. Brittany told me the open hours and said I could come in at any time. I said I would be there soon. The call ended.
Community information
- Did you easily locate the community?Yes0/0
- Were the main community signs clear, visible and in good condition?Yes0/0
- Were there adequate signs directing you to the community?Yes0/0
- Were the lawns and landscaping neat and trim, and free of all trash?Yes0/0
- Was the general appearance of the parking area in good condition and free of trash?Yes0/0
- Was the leasing office clean, neat, and orderly?Yes0/0
- Did the leasing office communicate warmth and welcome?Yes0/0
- Was your first impression of the community and curb appeal a positive one?Yes0/0
The community was very nice and clean. Signage was easy to see and read. The leasing office was easy to locate. - Total: 0/0NAN
Greeting - 20 points possible
- Did the Leasing Professional greet you with a smile, or if busy, acknowledge you immediately?Yes2/2
- Did the Leasing Professional stand to greet you?Yes3/3
- Did the Leasing Professional shake your hand?No0/0
- Did the Leasing Professional introduce him/herself?Yes2/2
- Did the Leasing Professional obtain your name during the visit?Yes2/2
- Did the Leasing Professional continue to use your name in the conversation?No0/2
- Did the Leasing Professional ask you to sit down?Yes2/2
- Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you?No0/5
- Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? Yes2/2
- Was the Leasing Professional wearing a nametag? Yes0/0
- Did the Leasing Professional remember your telephone call?Yes0/0
- Did the Leasing Professional have previous information on you readily available?No0/0
- If the phone agent was out, was someone else able to help you from the information previously taken over the phone? (Please explain in the comment box at the end of the section.)N/A0/0
- Total: 13/2065
Comments (Please explain in detail your experience as you entered the leasing office). :
Brittany was already standing and greeted me with a smile. She did not extend for a handshake. She recalled our conversation after asking my name. Brittany did not appear interested in helping me and had me show myself around the first tour model. She did ask me to sit down at the end of the tour to gather more information. She was professionally dressed and with a name tag. Beyond knowing that a needed a two bedroom Brittany had not gathered information prior.
Indentify Needs - 26 points possible
- Was a guest card completed on paper or electronically? (State who filled out the guest card in the comment box at the end of the section.) Yes2/2
- Did the Leasing Professional determine how you knew about the Community?Yes2/2
- Did the Leasing Professional identify size of apartment you needed?Yes1/1
- Did the Leasing Professional identify your move-in date?Yes1/1
- Did the Leasing Professional identify number of occupants?Yes1/1
- Did the Leasing Professional identify phone number and/or email address?Yes2/2
- Did the Leasing Professional identify price range or budget?Yes1/1
- Did the Leasing Professional identify if you have any pets?Yes1/1
- Did the Leasing Professional identify where you live now?Yes1/1
- Did the Leasing Professional ask why you were moving?No0/2
- Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?No0/2
- Did the Leasing Professional create rapport while attempting to determine your needs? (Please explain in the comment box at the end of the section). Yes2/2
- Did the Leasing Professional demonstrate the features of the model apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
- Did the Leasing Professional discuss the features and benefits of the model apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
- Did the Leasing Professional make a photocopy of your identification before giving you keys to a vacant apartment? N/A2/2
- Total: 22/2684.62
Comments on Qualifying Needs. :
Brittany filled out a guest card after giving me a tour of the second model apartment. She asked all of the Identifying questions then with the exception of why I was moving. During the tour Brittany did demonstrate the differences in the apartments available from renovated to non-renovated.
Demonstrating - 19 possible points
- Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes1/1
- Did the Leasing Professional use the site plan and/or offer a site plan to show the location of the available apartment?Yes2/2
- Did the Leasing Professional mention the professional management?No0/1
- 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
- Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?No0/1
- Did the Leasing Professional discuss the minimal charge for water or point out that there is free water included?No0/1
- 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. N/A3/3
- Did the Leasing Professional effectively overcome your objection(s)? Please explain in the comment box at the end of the section. Yes4/4
- 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
- Total: 14/1973.68
Comments on the Demonstration (Please describe your experience while touring with community with the agent.):
Brittany discussed the features of the apartment all having there own water heater. I expressed my concern in that it was half the size of a traditional heater. She effectively overcame the objection by saying that it was still just as effective and not likely to run cold during use. Brittany did not ask closing questions early on and made no mention of management. She did not talk about neighborhood benefits.
Closing - 30 points possible
- Did The Leasing Professional discuss rental rates positively and confidently?Yes1/1
- Did the Leasing Professional create a sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. No0/3
- Did the Leasing Professional mention current specials?N/A0/0
- Did the leasing professional attempt any of the following closes? The closes listed below are worth 5 points each; however, a maximum of 10 points can be earned if the leasing consultant asked two of the four questions. If two of the four questions were answered, then check “Yes” in this box for 10 points. If no, then check this box “No” and no points will be earned. No0/10
- Did the Leasing Professional ask you to fill out an application?Yes0/0
- Did the Leasing Professional ask you question that generated a yes or no answer? No0/0
- Did the Leasing Professional use assumptive phrases (ex: "your apartment", "you'll love living here", etc.?No0/0
- Did the Leasing Professional use a closing technique not listed above? (Please specify in the comment box at the end of the section.)No0/0
- Did the Leasing Professional attempt to schedule another visit to the community?Yes2/2
- Did the Leasing Professional provide you with any promotional material (business card, brochure, floor plans, etc.)?Yes2/2
- Did the Leasing Professional suggest you visit the company website?No0/0
- Based on the Leasing Professional's presentation, would you have leased an apartment?No0/10
- If unable to meet your needs, did the Leasing Professional refer you to another community?Yes0/0
- 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
- Did the Leasing Professional ask permission to keep in touch?Yes2/2
- Total: 7/3023.33
Closing Comments (Please explain all the details of how the agent attempted to close you at the end of the onsite visit. Also, explain your reason for not leasing that same day.):
Brittany asked would I like to fill out an application. I expressed that I still wanted to look at other communities in the area. She did provide other options in the area and encouraged me to seek them out as well. After confirming my phone number she did ask if she could follow up.
Fair Housing
- 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
- Was the Fair Housing poster clearly visible?Yes0/0
- When you asked, "What kind of security do you have?" or "Is this a safe area?", how did the Leasing Professional respond? (Please answer in the comment box at the end of the section.)Yes0/0
- Total: 0/0NAN
Comment (This is mandatory that you answer question #3 in the Comment Box).:
When asked if the community was safe. Brittany expressed that she lived in the area and found it to be safe.
Follow- Up - 5 possible points
- Did the Leasing Professional follow-up by telephone within 2 days?Yes5/5
- Total: 5/5100
What was the follow up date? Please list below.:
Brittany followed up within two days.