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Report For April Chase at Somerset at Towson

Report For April Chase at Somerset at Towson

0%
Current Score
50.5%
Average Score
  • 64%
    8-22-2020
  • 37%
    12-08-2020
    • 25%50%75%100%

Shop Description

DUE TO COVID-19 YOU MUST MAKE AN APPOINTMENT AND ADHERE TO THE CDC GUIDELINES OUTLINED ON YOUR SHOPPER DASHBOARD UNDER DOWNLOADS.

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 you wish to call using format: AREA CODE + PHONE NUMBER (ex: 2013993020). Your call will connect and be recorded.

OFFICE HOURS: Monday to Friday 9 AM to 5 PM.

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 AND ONSITE VISIT MUST BE AUDIO RECORDED. 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. You must upload the FREE "Smart Recorder" app to your Smart Phone to record the onsite experience.

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: April Chase
  • JOB#: 7707_1201201651
  • Shopper Name: Kenneth McGinn
  • Property Name: Somerset at Towson
  • Address: 754 Camberley Circle, Towson, MD 21204, USA
  • Shop Date: 12-08-2020

General Questions

  • Date of Phone Call: 12/7/2020
  • Time of Phone Call: 12:30 PM
  • Length of Phone Call: 4:23 minutes
  • Date of Onsite Tour Visit: 12/8/2020
  • Time of Onsite Tour Visit: 10:30 AM
  • Length of Onsite Tour Visit: 10:00 minutes
  • SHOPPER INFORMATION :
  • Shopper Name Given : Kenneth
  • Shopper's phone number given: 301-518-1454
  • Shopper's email address given: topchef1955@yahoo.com
  • How you heard about the property: April did not ask this question
  • Apartment size needed: 2 Bedroom/2 Bathroom
  • Date home needed: January 2021
  • Pets: April did not ask this question
  • Number of occupants: One
  • Reason for moving: April did not ask this question
  • Special preferences or needs: April did not ask this question
  • Where you shown a model and/or a vacant?: Yes
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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
  • EXECUTIVE SUMMARY:
  • Leasing Professional's overall attitude and impression: April was very friendly, warm and welcoming during our phone conversation.
  • Leasing Professional's strongest points: April was friendly and well spoken. She was easy to understand during my phone interaction.
  • Leasing Professional's weakest points: Because of COVID concerns, no one was available to walk me through the vacant apartment. No marketing materials were left in the apartment for me to take home with me. This was all the more reason to have a thorough phone conversation to identify my apartment and community preferences. April did not use any open-ended questions to learn more about my apartment search such as what was motivating me to move, what area was I moving from, what term of lease was I in currently? More engagement over the phone would have created the rapport needed for April to understand how soon I would be making a decision so she could follow-up more precisely with the right selling points since she was not meeting me in person.
  • Overall Comments: Although April was very nice and seemed knowledgeable about the apartment, she didn’t create enough engagement with me to make me feel like a valued future resident.

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?:

April answered promptly on the first ring, "Thank you for calling Somerset at Towson, this is April speaking. Who do I have the pleasure of assisting today?" I identified myself and asked if April had any apartments for rent at this time. She was friendly and conveyed a warm and inviting attitude that made me want to come out and see the apartments. She did not ask how I learned 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?Yes3/3
  • 12. Did the Leasing Professional determine if you had any pets?No0/3
  • 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.) :

April asked when I wanted to move and I said the beginning of January. She did not ask what size apartment I wanted, but instead immediately said that she did not have any one-bedrooms available that early and the soonest a one-bedroom would be available was on February 15th and that one is going for $1,250. She suggested a two-bedroom option that would be available in January that start at $1,495 for two bedroom/one bathroom and $1,535 for two-bedroom/two bathrooms.

I inquired about the two-bedroom/two bathrooms. April said she could have one ready within 30 days and I could either move in later this month or definitely by January 1st. I said this would work. Then I asked what do I do next. April offered to email me a virtual tour. She asked if anyone else would be living with me and I said no. April said it was fine and told me that they do a credit check and have income requirements. She explained as long as all of that would be provided, that they would be happy to rent the apartment to me. April did not ask about pets or any special preferences I might have or my reason for moving.

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?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: 9/22
    9
    40.91

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

April offered a virtual tour, but also explained that they are offering in-person tours as self-guided where they send me directly to a specific address and I would walk through by myself at my own pace. The apartment would be unlocked at a scheduled time. Because of COVID they are limiting their in-person contact and this would allow me to see the apartment in person. April did email me the information she promised and with that I scheduled an in-person self-guided tour for the next day.

April did not ask any questions to find out my specific wants and needs in the home, nor did she talk about apartment features or community amenities. I felt she did create a little urgency when she said I could tour the apartment in the next couple of days.

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? 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: 12/12
    12
    100

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

April offered to send me a link to a virtual tour. She also offered an in-person, self-guided tour where I would walk through the apartment by myself.

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.) :

April asked for my phone number and email so that she could send me the following link to a virtual tour as well as some information about the two-bedroom/two bathroom apartment:

Hello Kenneth,

Thank you for your interest in Somerset at Towson Apartments!

I look forward to helping you find your new home. I am attaching some information for your review about our community. We discussed our Kenilworth style two bedroom starting at $1,535/month plus utilities. We charge separately for your water and trash bill, which for a single person household average about $25/month. As discussed, here is a link to a virtual tour of the Kenilworth style apartment. I've attached a copy of our application requirements and property map to this email for your reference. You are able to apply online here with an application fee of $25. We will do a credit/criminal check for your security deposit which typically comes back as $300 and is due within 3 business days of your application approval.

If you have any questions about our upcoming availability or would like to schedule a tour of our property please email me back or give me a call. Thank you again for choosing Somerset at Towson Apartments and have a great day!

Sincerely,
April Chase
Somerset at Towson Apartments
736 Camberley Circle
Towson,MD21204

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?N/A0/10
  • 3. Was the Leasing Professional prepared for your visit based on the information gathered from you during the phone call?N/A0/5
  • 4. Did leasing consultant practice social distancing?N/A0/1
  • 5. Was personal protective equipment offered to you as the prospect?N/A0/0
  •  Total: 0/16
    0
    0

Comments (Please explain in detail your experience.):

No one was there to greet me for my in-person tour. I received an email (below) that instructed me to go directly to an apartment that would be unlocked and that I would be touring the unit by myself because of COVID protocol. I was told on the phone and again in the email that after my tour, if I had any questions, I could call April and she would help me over the phone. She was unable to see me in person at this time.

Somerset at Towson
To: topchef1955@yahoo.com

Mon, Dec 7 at 5:10 PM
Somerset at Towson

Thank you for your interest in Somerset at Towson Apartments

Hello Kenneth,

I am out of the office tomorrow however I've let my coworker Tameka know that you'll be stopping by at 11:00 am. I've attached a map to this email for reference but you will be going to 740 Camberley Circle Apt B5. Please give us a call with any questions you might have. Thank you and have a great day!

Sincerely,
April Chase

Onsite Identifying Needs

  • 1. Did the Leasing Professional confirm size of apartment you needed?N/A0/1
  • 2. Did the Leasing Professional confirm your move-in date?N/A0/1
  • 3. Did the Leasing Professional confirm number of occupants?N/A0/1
  • 4. Did the Leasing Professional confirm price range or budget?N/A0/1
  • 5. Did the Leasing Professional confirm if you have any pets?N/A0/1
  • 6. Did the Leasing Professional discuss the floor plans creatively describing features and benefits of the apartment?N/A0/3
  • 7. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?N/A0/4
  •  Total: 0/12
    0
    0

Comments on the Identifying Needs :

No one accompanied me when I toured the apartment. It was a self-guided tour. I did not have any contact whatsoever with anyone while I was in the community so there were no questions asked.

Onsite Demonstrating

  • 1. Did the Leasing Professional walk you through a model or a vacant at a steady and desirable pace?N/A0/4
  • 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?N/A0/5
  • 4. Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)N/A0/4
  • 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.)N/A0/4
  • 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. N/A0/1
  • 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/A0/4
  • 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. N/A0/2
  • 9. Did the Leasing Professional appear knowledgeable about the community?N/A0/2
  • 10. Did the Leasing Professional point out advantages you stated were important to you?N/A0/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?N/A0/3
  •  Total: 0/36
    0
    0

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

I walked through the apartment alone. The apartment I walked through was unlocked when I arrived. It was a vacant unit and was clean and looked very nice.

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. N/A0/7
  • 2. Did the Leasing Professional mention current specials?N/A0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?N/A0/0
  • 4. Based on the Leasing Professional's presentation, would you have leased an apartment?N/A0/8
  • 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.)N/A0/2
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?N/A0/4
  • 7. Did the Leasing Professional attempt to close on you more than once?N/A0/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?N/A0/2
  •  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.):

Because of COVID concerns, no one accompanied me when I toured the apartment. It was a self-guided tour. I did not have any contact whatsoever with anyone while I was in the community so there were no questions asked. I was not able to obtain any marketing materials or business card. Nothing was left for me in the apartment that I walked through.

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).:

Because of COVID concerns, no one accompanied me when I toured the apartment. It was a self-guided tour. I did not have any contact whatsoever with anyone while I was in the community so there were no questions asked.

Follow Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?N/A0/10
  •  Total: 0/10
    0
    0

Comments:

April did send the following email and she did call me after I took the self-guided tour.

Hello Kenneth,

I wanted to follow up with you since I was out of the office yesterday. How was the tour? What are your thoughts on the space?

Sincerely,

April Chase

Performance Evaluation

Total Phone Score: 75%
On Site Score: 0%
Total Score: 0%

General Questions