Mandel Shop Report

Apartment Shop - Onsite - Targeted

13 - Library Hill, 740 W. Wisconsin Avenue, Milwaukee, WI, 53233 2016-02

Service Excellence Report

Your Performance:

Excellent

101.40%

%%Copyright © 2015%% Report Generated: 2016-03-03 15:52

Name Of Leasing Professional Shopped On The Telephone: Alex Mann

Name Of Leasing Professional Shopped On-Site: Alex Mann

$$$[smAllStar~92158~F02E13A1-B5B3-4C23-A0C5-160303165228]$$$

13 - 1/28



Survey Score

0%

11%

22%

33%

44%55%

66%

77%

88%

99%

110%

101.4%

Section Summary

Current Previous Diff.

100.0% - -

100.0% - -

90.0% - -

100.0% - -

100.0% - -

100.0% - -

101.4% - -

Scored Missing Previous: Previous Survey

Overall Trend Your Rank

Current Previous Diff.

Company Overall

2

(of 4)

-

Your rank for the current month (2016-02) is 2 out

of 4.

Current: 2016-02Previous:


Technical Phone Skills

Greeting

Identifying Needs

Demonstrating

Closing

Follow-UP

TOTAL

100.0%

100.0%

90.0% 10.0%

100.0%

100.0%

100.0%

101.4%

0%

25%

51%

76%

101%

13 - 2/28



Performance by Question

Sections/QuestionsCurrent

2016-02Overall

Technical Phone Skills 100.0% 100.0%

Did the Leasing Professional answer with the name of the community? 3/3 100.0%

Did the Leasing Professional identify him/herself? 3/3 100.0%

Did the Leasing Professional obtain your name in the beginning of the call and use it during the telephone

presentation?5/5 100.0%

Did the Leasing Professional convey a warm and inviting attitude? 5/5 100.0%

a. When you asked for pricing, initially defer the price question and proceed with asking more qualifying

questions?2/2 100.0%

b. Ask how you heard about the community? 3/3 100.0%

c. Determine the size of apartment you were interested in? 2/2 100.0%

d. Determine when the apartment was needed? 2/2 100.0%

e. Ask if you would be bringing any pets? 2/2 100.0%

f. Ask how many occupants would be living in the apartment? 2/2 100.0%

Did the Leasing Professional ask open-ended questions to determine your specific needs, wants, wishes (i.e. "Is

there anything specific you want in your apartment?", "Can you give me 3 specific needs you have for your new

apartment?", etc.)?

10/10 100.0%

Did the Leasing Professional describe apartment features and/or community amenities *SPECIFIC* to your

identified needs?10/10 100.0%

Did the Leasing Professional explain the benefits of the features described/discussed? 10/10 100.0%

Did the Leasing Professional suggest you visit the community website or company website? 2/2 100.0%

Did the Leasing Professional create a sense of urgency? 3/3 100.0%

Did the Leasing Professional extend an invitation for you to visit the community? 3/3 100.0%

Did the Leasing Professional attempt to set a specific appointment? 10/10 100.0%

Did the Leasing Professional offer directions to the community? 3/3 100.0%

Did the Leasing Professional ask for your telephone number? 5/5 100.0%

Did the Leasing Professional ask for your email address? 5/5 100.0%

Based on the Leasing Professional's presentation, were you motivated to visit the community? 10/10 100.0%

Greeting 100.0% 100.0%

Did the Leasing Professional greet you with a smile, or if busy, acknowledge you immediately? 1/1 100.0%

Did the Leasing Professional stand to greet you? 2/2 100.0%

Did the Leasing Professional shake your hand? 2/2 100.0%

Did the Leasing Professional introduce him/herself 1/1 100.0%

Did the Leasing Professional continue to use your name in the conversation? 1/1 100.0%

Did the Leasing Professional ask you to sit down? 1/1 100.0%

Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you? 5/5 100.0%

Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? 2/2 100.0%

Identifying Needs 90.0% 90.0%

Was a guest card completed on paper OR electronically (i.e. information entered into a computer) 1/1 100.0%

Did the Leasing Professional determine how you knew the community 2/2 100.0%

Did the Leasing Professional *review from your previous call* OR identify any of the following? 6/7 85.7%

When you asked about the price, did the Leasing Professional try to defer the question (i.e. avoid answering

right away), and then later discuss pricing and/or your budget?0/1 0.0%

Did the Leasing Professional ask why you were moving? 2/2 100.0%

Did the Leasing Professional REVIEW YOUR SPECIFIC NEEDS FROM THE PRIOR TELEPHONE CALL AND/OR

determine if you had any specific needs or preferences preferences (i.e. location, large kitchen, washer/dryer,

garage, etc.)?

2/2 100.0%

Did the Leasing Professional request proper identification before taking you to the apartment and/or

community, document on the Guest Card and place in a secure location?5/5 100.0%

Demonstrating 100.0% 100.0%

Did the Leasing Professional initiate and carry on a friendly conversation as you walked to and from the

apartment?2/2 100.0%

Were the community common areas, walkways and parking areas clean and free of debris? 2/2 100.0%

13 - 3/28

Sections/QuestionsCurrent

2016-02Overall

Did the Leasing Professional mention the professional management? 2/2 100.0%

Did the Leasing Professional mention the on-site personnel? 1/1 100.0%

Did the Leasing Professional discuss and/or point out amenities and facilities of the community? 2/2 100.0%

Did the Leasing Professional discuss the community amenities as "benefits" as opposed to just referring to them

by name?1/1 100.0%

Did the Leasing Professional show an apartment that was clean, made ready, and comfortable in temperature?

If not please explain.3/3 100.0%

Did the Leasing Professional mention benefits for the apartment features s/he demonstrated? Please Explain. 3/3 100.0%

Did the Leasing Professional get you actively involved in the tour? 1/1 100.0%

Did the Leasing Professional point out advantages you said were important? 2/2 100.0%

Did the Leasing Professional effectively overcome your objection(s)? Please Explain. 3/3 100.0%

Did the Leasing Professional begin asking closing questions early in the presentation? Please Explain. 1/1 100.0%

Closing 100.0% 100.0%

Did the Leasing Professional invite you back to the office following the tour of the apartment and/or community 1/1 100.0%

Did the Leasing Professional discuss rental rates positively and confidently? 1/1 100.0%

Did the Leasing Professional ask you to leave a deposit or other monetary commitment (i.e. security deposit,

application fee, etc.)?5/5 100.0%

Did the Leasing Professional create a sense of urgency? 2/2 100.0%

Ask you to fill out the application? 8/8 100.0%

Did the Leasing Professional attempt any other closes from the following list? 8/8 100.0%

Did the Leasing Professional try to identify your reason for not leasing today? Please explain below. 5/5 100.0%

Did the Leasing Professional attempt to schedule another visit to the community? Please explain. 2/2 100.0%

Did the Leasing Professional provide you with any promotional materials (i.e. business card, brochure, floor

plan, application, and/or qualifying criteria, etc.)?1/1 100.0%

Based on the Leasing Professional's presentation, would you have leased an apartment? 10/10 100.0%

Did the Leasing Professional incorporate Renters Insurance into the conversation at any time during your visit? 5/0 -

Follow-UP 100.0% 100.0%

Did the Leasing Professional follow-up by telephone within 72 hours? If so, please enter date of the follow-up

call below.3/3 100.0%

Did the Leasing Professional follow-up in writing either by email (within 24 hours) OR by mail with a thank you

note within 5 days?3/3 100.0%

TOTAL 101.5% 101.4%

The red exclamation icon denotes those questions that most negatively impact your overall score.


13 - 4/28



Attention Areas

Missing / Possible

Identifying Needs1 / 7

Did the Leasing Professional *review from your previous call* OR identify any of the following?

Identifying Needs

1 / 1When you asked about the price, did the Leasing Professional try to defer the question (i.e. avoid answering right away), and then later discuss pricing and/or your budget?

Improving your performance on these questions would increase your score for this visit by 1.0%, giving you a total of 102.4%.

The questions displayed above are those for which you received only partial or no credit, and which most

negatively impact your overall score. Focusing your attention on these critical areas in the future will help increase your overall scores.


13 - 5/28


Location: 13 - Library Hill - 740 W. Wisconsin Avenue, (888) 347-5834 (Apt.Guide.com), Milwaukee,

WI 53233

Date: 2016-02-29

Time: 12:30

Survey Total: 101.45% (210 / 207)

S ho p p in g R e p o r t - S u mm a r y S c o r e -

Name Of Leasing Professional Shopped On The Telephone:

Alex Mann

Name Of Leasing Professional Shopped On-Site:

Alex Mann

Te le p h on e 1 0 0 .0 0 % (1 0 0 / 1 0 0 )

G r e e t in g 1 0 0 . 0 0 % ( 1 5 / 1 5 )

I d e nt i fy in g N e e d s 9 0 . 0 0 % ( 1 8 / 2 0 )

D e m o n s t r a t i ng 1 0 0 . 0 0 % ( 2 3 / 2 3 )

C lo s i ng 1 0 0 . 0 0 % ( 4 3 / 4 3 )

B o nu s Q u e s t i on ( 5 / 0 )

F o l l o w - U P 1 0 0 .0 0 % ( 6 / 6 )

O n - S i t e T o t a l 1 0 2 .8 0 % (1 1 0 / 1 0 7 )

13 - 6/28

E x e c ut iv e S um m ar y -

1. Leasing Professional's overall attitude and impression.

Comment: Alex presented as professional during both our telephone conversation and during the showings.

2. Leasing Professional's primary closing technique.

Comment: Alex asked me if I liked the apartment, noted it was downtown and asked me to provide a floating deposit noting the unit I liked was being

shown to two more people that afternoon.

3. Based on the Leasing Professional's presentation, would you have leased this apartment?

Comment: I would lease from Alex.

4. Leasing Professional's strongest points.

Comment: Alex was straightforward and came across as honest.

5. Leasing Professional's weakest points.

Comment: I did not identify any weaknesses.

Overall Comments.

Comment: I was able to locate the apartment complex easily. Upon arrival, I observed the building and the exterior to be well-maintained. Alex and the

receptionist greeted me warmly.

Alex initially showed me the fitness and business center, as well as the community room. He then showed me three different units, pointing out the differences and similarities of each unit.

At closing, he encouraged me to place a deposit on the two-bedroom unit I had expressed an interest in. He thanked me for coming and encouraged me to get back to him with questions.

13 - 7/28

S ho p p e r I n f o r m at i o n -

I certify that 1) all the information below is correct and I took a tour onsite with the targeted employee 2) I do not know anyone who is currently (or has previously) worked at this facility 3) I have not been at this facility for the previous 18 months. If you do not know

the name of the target, do NOT do this shop.

Comment: Terri Full

Did you shop your target on the phone and in person and did you keep your cover? Yes

Have you visited this apartment complex before and/or given them your ID? No

Phone Date:

Comment: 02/29/2016

Phone Time:

Comment: 11:35am

Shopper Name:

Comment: Terri Full

Name Given (Telephone):

Comment: 414-967-4939

Name Given (On-Site):

Comment: Terri Full

Guest Accompanying Shopper:

Comment: NA

Relationship to Shopper:

Comment: NA

Address:

Comment: 1835 N Commerce #203

City:

Comment: Milwaukee

State:

Comment: WI

Zip:

Comment: 53217

Home Phone:

Comment: 414-967-4939

Email address:

Comment: [email protected]

How shopper learned of the community:

Comment: Apartment Guide

Apartment size:

Comment: Two-bedroom

Date needed:

Comment: 3/30/2016

Pets:

Comment: None, possibly in the future.

Number of occupants:

Comment: 1

Reason for moving:

Comment: Relocating

Special needs or preferences:

Comment: Upper floor

13 - 8/28

13 - 9/28

T e c h n i c a l P ho n e S k i l l s 1 0 0 .0 0 % (1 0 0 / 1 0 0 )

1. Did the Leasing Professional answer with the name of the community? Yes 3/3

Exact Greeting Spoken:

Comment: "Library Hill Apartments, this is Alex."

2. Did the Leasing Professional identify him/herself? Yes 3/3

3. Did the Leasing Professional obtain your name in the beginning of the call and use it during the telephone presentation? Yes 5/5

Please Explain

Comment: He asked who he was speaking with.

4. Did the Leasing Professional convey a warm and inviting attitude? Yes 5/5

Please Explain

Comment: Alex indicated he was more than willing to help me.

5. Did the leasing Professional:

a. When you asked for pricing, initially defer the price question and proceed with asking more qualifying questions? Yes 2/2

b. Ask how you heard about the community? Yes 3/3

c. Determine the size of apartment you were interested in? Yes 2/2

d. Determine when the apartment was needed? Yes 2/2

e. Ask if you would be bringing any pets? Yes 2/2

f. Ask how many occupants would be living in the apartment? Yes

Comment: Alex asked at one point if the apartment was just for me.

2/2

6. Did the Leasing Professional ask open-ended questions to determine your specific needs, wants, wishes (i.e. "Is there anything specific you want in your apartment?", "Can you give me 3 specific needs you have for your new apartment?", etc.)?

Yes 10/10

7. Did the Leasing Professional describe apartment features and/or community amenities *SPECIFIC* to your identified needs?

Yes 10/10

Please Explain

Comment: Alex asked if I had any specific needs as to an apartment and I told him that I would prefer a higher floor. I also told him I was unsure as to

a one- or two-bedroom and would like to see both. Finally, he asked where I currently lived and I noted I liked living downtown.

8. Did the Leasing Professional explain the benefits of the features described/discussed? Yes 10/10

Please Explain

Alex indicated he had some upper floor units and they were located downtown.

9. Did the Leasing Professional suggest you visit the community website or company website? Yes

Comment: Alex directed me to the Internet site for the apartment complex.

2/2

10. Did the Leasing Professional create a sense of urgency? Yes 3/3

11. Did the Leasing Professional extend an invitation for you to visit the community? Yes

Comment: Alex asked when I could "pop in" to see the units.

3/3

12. Did the Leasing Professional attempt to set a specific appointment? Yes 10/10

Please Explain

Comment: An appointment was made for the same day.

13. Did the Leasing Professional offer directions to the community? Yes 3/3

14. Did the Leasing Professional ask for your telephone number? Yes 5/5

15. Did the Leasing Professional ask for your email address? Yes 5/5

16. Based on the Leasing Professional's presentation, were you motivated to visit the community? Yes 10/10

13 - 10/28

Telephone Comments:

Comment: The phone was answered on the second ring by a male who stated, "Library Hill Apartments, this is Alex." I advised I was looking for an apartment and he indicated he was more than willing to help me.

He then asked who he was speaking with and inquired as to what type of apartment I was looking for. I asked about pricing and Alex explained that the pricing depended on availability of the units and the leasing terms. He then asked when I needed the apartment and I stated approximately 30 days. He

then stated he want to "drill down" a little bit more and asked me if the apartment was just for me and if I had any pets.

Based on the information I provided, Alex explained that he had a couple of options for me and proceeded to describe available units both immediately

and in mid to late March. He also asked about any special needs and I told him I would prefer a unit on a higher floor.

I asked if I could see one of the one-bedroom units he had described and he explained that it was occupied; however, he could show me a similar model as well as a smaller one and a two-bedroom if I would like to come in.

He then asked how I heard about them and ascertained that I liked downtown living. At this point, he explained several features to include the fitness center and business center. He also pointed out the club room, noting how that might benefit me if I wanted to have a party etc. He also explained the

Library Hill apartments were part of the Mandel Group, asking if I had ever heard of them. We made an appointment for the same day. At all times, Alex was pleasant, helpful and professional during our phone conversation.

13 - 11/28

C o m m un i t y I n f o r m at i on -

1. Did you easily locate the community? Yes

2. Were the main community signs clear, visible and in good condition? Yes

3. Were there adequate signs directing you to the leasing office/information center? Yes

4. Were the lawns and landscaping neat and trim, and free of all trash? Yes

5. Were the community amenities you saw (i.e. pool, tennis courts, etc.) clean, attractive and well maintained? Yes

6. Was the leasing office clean, neat, and orderly? Yes

7. Did the leasing office communicate warmth and welcome? Yes

8. Was your first impression of the community and curb appeal a positive one? Yes

Community Comments:

Comment: The apartment community was very easy to find and clearly identified as Library Hill Apartments. The exterior area was well maintained,

clean and neat. I was buzzed in after identifying myself as there to meet with Alex. The office was very clean and neat.

13 - 12/28

G r e e t i ng 1 0 0 . 0 0 % ( 1 5 / 1 5 )

1. Did the Leasing Professional greet you with a smile, or if busy, acknowledge you immediately? Yes (1 pt) 1/1

2. Did the Leasing Professional stand to greet you? Yes 2/2

3. Did the Leasing Professional shake your hand? Yes 2/2

Exact Greeting Spoken:

"Welcome to Library Hill Apartments. Thanks for coming in, Terri."

4. Did the Leasing Professional introduce him/herself Yes (1 pt) 1/1

5. Did the Leasing Professional continue to use your name in the conversation? Yes (1 pt) 1/1

6. Did the Leasing Professional ask you to sit down? Yes (1 pt) 1/1

Where did the Leasing Professional ask you to take a seat?

Comment: He asked me to take a seat at a table in the reception area.

7. Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you? Yes 5/5

8. Did the Leasing Professional offer you refreshments? Yes

9. Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? Yes 2/2

What was the Leasing Professional wearing?

Comment: He wore dark pants and a blazer, with a button down shirt.

10. Did the Leasing Professional wear a nametag? No

11. Did the Leasing Professional remember your telephone call? Yes

12. Did the Leasing Professional have previous information on you readily available AND ON A GUEST CARD? Yes

13. If the phone agent was out, was someone else able to help you from the information previously taken over the phone? N/A

Greeting Comments

Comment: Alex was present in the area when I walked in and introduced himself and shook my hand. Alex was dressed very professionally wearing a button down shirt, blazer and dark pants. He did not wear a name tag.

He then asked me if I would like water or coffee, and I declined. He asked me to sit down and brought out a partially completed card he was writing on.

13 - 13/28

I d e n t i f y in g N e e d s 9 0 . 0 0 % ( 1 8 / 2 0 )

1. Was a guest card completed on paper OR electronically (i.e. information entered into a computer) Yes (1 pt) 1/1

2. Did the Leasing Professional determine how you knew the community Yes

Comment: I had explained during the telephone call that I was familiar with the area.

2/2

3. Did the Leasing Professional *review from your previous call* OR identify any of the following?

a. Size apartment

b. Move-in date

c. Number of occupants

d. Telephone number (Home, work, pager and/or cell.)

e. Pets

f. Where you live now or a mailing address

g. Email address

6/7

4. When you asked about the price, did the Leasing Professional try to defer the question (i.e. avoid answering right

away), and then later discuss pricing and/or your budget?No (0 pts) 0/1

5. Did the Leasing Professional ask why you were moving? Yes 2/2

6. Did the Leasing Professional REVIEW YOUR SPECIFIC NEEDS FROM THE PRIOR TELEPHONE CALL AND/OR determine if you had

any specific needs or preferences preferences (i.e. location, large kitchen, washer/dryer, garage, etc.)?

Yes

2/2

7. Did the Leasing Professional request proper identification before taking you to the apartment and/or community, document

on the Guest Card and place in a secure location?Yes 5/5

Identifying Needs Comments:

Comment: Alex proceeded to make some comments on the guest card. We quickly discussed some of the options we had previously talked about on

the phone as to one- or two-bedroom, possible move-in dates and who would be living there. I was not asked for my current address.

He asked for my telephone number and email particulars, as well as identification, at which time I provided my ID for him to copy.

Alex gave me the pricing for the unit we would be seeing without deferring the question to later in the visit. He also did not ask the reason for my move.

(This was because she volunteered that information).

13 - 14/28

D e m o ns t r a t in g 1 0 0 . 0 0 % ( 2 3 / 2 3 )

Did you view an apartment (i.e. model, vacant, occupied, or office apartment, etc.)? Yes

Please Explain

Comment: We viewed three apartments as follows: an empty one-bedroom Hawthorne, available two-bedroom Hemingway, and model two-bedroom Hemingway.

**Section A

8. Did the Leasing Professional initiate and carry on a friendly conversation as you walked to and from the apartment? Yes 2/2

Please Explain

Comment: Alex and I maintained conversations while walking through both the common areas (fitness center, club room and business center). At all times, he was friendly.

9. Were the community common areas, walkways and parking areas clean and free of debris? Yes

Comment: The entire complex was very clean and neat.

2/2

10. Did the Leasing Professional mention the professional management? Yes 2/2

11. Did the Leasing Professional mention the on-site personnel? Yes (1 pt) 1/1

12. Did the Leasing Professional discuss and/or point out amenities and facilities of the community? Yes 2/2

Please Explain

Comment: Alex showed me the fitness center, business center and club room. There were two gentlemen in the club room whom Alex introduced me to as the full time maintenance team.

13. Did the Leasing Professional discuss the community amenities as "benefits" as opposed to just referring to them by

name?Yes (1 pt) 1/1

14. Were you shown: N/A

Model

Occupied

Vacant

Office/Apt

What apartment number(s) were shown to you?

Comment: 313

15. Did the Leasing Professional show an apartment that was clean, made ready, and comfortable in temperature? If not please

explain.Yes

All units I was shown were clean and neat.

3/3

16. Did the Leasing Professional mention benefits for the apartment features s/he demonstrated? Please Explain. Yes

Comment: He noted that I would no longer have to pay gym fees by utilizing their fitness center.

3/3

17. Did the Leasing Professional get you actively involved in the tour? Yes (1 pt) 1/1

18. Did the Leasing Professional point out advantages you said were important? Yes 2/2

19. Did the Leasing Professional effectively overcome your objection(s)? Please Explain. Yes

Comment: I had noted that my king size bed might not fit in the small one-bedroom and he assured me it would; however, we agreed a two-bedroom with the larger master might better suit my needs.

3/3

20. Did the Leasing Professional begin asking closing questions early in the presentation? Please Explain. Yes (1 pt)

Comment: Alex asked what was important to me in the kitchen and if I would prefer a different color of appliances.

1/1

13 - 15/28

C l os in g 1 0 0 . 0 0 % ( 4 3 / 4 3 )

1. Did the Leasing Professional invite you back to the office following the tour of the apartment and/or community Yes (1 pt) 1/1

2. Did the Leasing Professional discuss rental rates positively and confidently? Yes (1 pt) 1/1

3. Did the Leasing Professional ask you to leave a deposit or other monetary commitment (i.e. security deposit, application fee, etc.)?

Yes 5/5

4. Did the Leasing Professional create a sense of urgency? Yes 2/2

5. Ask you to fill out the application? Yes 8/8

6. Did the Leasing Professional attempt any other closes from the following list?

Ask questions that generated a yes/no answer (i.e. 'do

Ask questions that generated a yes/no answer (i.e. 'do you like the apartment?', 'will your furniture fit?', etc.)?

Use assumptive phrases (i.e. 'your apartment', 'you'll love living here', etc.)?

Ask you to sign a waiting list and/or leave a floating deposit (if nothing was available)?

Use a closing technique not listed above?

8/8

Please specify any closing technique not listed above.. N/A

Comment:

7. Did the Leasing Professional try to identify your reason for not leasing today? Please explain below. Yes

Comment: He asked what was keeping me from completing the application, and I indicated that I had a number of other communities to view prior

to making a decision.

5/5

8. Did the Leasing Professional attempt to schedule another visit to the community? Please explain. Yes

Alex asked me to schedule another visit, and I declined at that point.

2/2

9. Did the Leasing Professional provide you with any promotional materials (i.e. business card, brochure, floor plan, application, and/or qualifying criteria, etc.)?

Yes (1 pt) 1/1

10. Did the Leasing Professional suggest you visit the community website or company website? Yes

11. Based on the Leasing Professional's presentation, would you have leased an apartment? Yes 10/10

12. If unable to meet your needs, did the Leasing Professional refer you to another Mandel community and/or mention placing you

on the waiting list?

N/A

There were units available that met my needs.

13. Did the Leasing Professional do or say anything to make your visit "extraordinarily" memorable? Please Explain. No

Alex was both friendly and efficient, but nothing extraordinary.

Closing Comments:

Comment: After looking at all three units, we returned to the rental office, at which time Alex returned my identification and asked if I had any further

questions.

Alex reminded me of the rates and explained the fees and deposit amounts. He invited me to complete the application and reminded me that their units

were renting out very quickly when I said that I still wanted to view other communities. He stated that he could not guarantee that the units I liked would still be available when I was ready.

He thanked me for coming and told me he would follow up to see if I had any more questions. He encouraged me to call him and/or come back.

B O N U S Q U E S TI O N ( 5 / 0 )

Did the Leasing Professional incorporate Renters Insurance into the conversation at any time during your visit? Yes

Just prior to exiting, Alex pointed out the Renters Insurance brochure in the folder, explaining that renters insurance is required for all.

5/0

13 - 16/28

F a i r H ou s i ng / C r im e S u p p l e m e nt -

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?

No

2. When you asked, "What type of people live here?", how did the Leasing Professional respond?

He indicated that he was not permitted to answer that question.

3. When you asked, "What kind of security do you have?" or "Is this a safe area?", how did the Leasing Professional respond?

Comment: Alex encouraged me to contact local law enforcement for this information.

13 - 17/28

F o l lo w - UP 1 0 0 .0 0 % ( 6 / 6 )

1. Did the Leasing Professional follow-up by telephone within 72 hours? If so, please enter date of the follow-up call below. Yes

03/01/2016

3/3

2. Did the Leasing Professional follow-up in writing either by email (within 24 hours) OR by mail with a thank you note within 5 days?

Yes 3/3

Date note received: N/A

02/29/2016

3. Date email received:

02/29/2016

Comments

Debbie gave points as the shopping report was completed within 24 hours, thus not giving Alex the opportunity to make a follow-up call.

13 - 18/28

P r e c e p t io n An a l y s i s -

1. VALUE: The community amenities struck me as: N/A

***** 5 Stars -Extraordinary - cutting edge and beyond my wildest dreams.

**** Stars - Appealing - the latest and greatest.

*** Stars - Ordinary - just like they offer next door and down the road

** Stars - Inferior - dated and/or in need of repair.

* Star - Distressed - Unacceptable and in failing condition.

2. NEEDS: The upkeep of common areas throughout the property was: N/A

***** 5 Stars - Flawless - meticulous care and attention to detail... like a vacation resort

**** 4 Stars - Notable - the community pride was shining through

*** 3 Stars - Acceptable - what I would expect from a community like this

** 2 Stars - Deficient - lacking attention and care

* 1 Star - Poor - I would be embarrassed to live here

3. SERVICE: The leasing professional came across as: N/A

***** 5 Stars - Captivating - in a league of their own

**** 4 Stars - Talented - better than most -- with an added flair of originality

*** 3 Stars - Pleasant - prepared and exhibited a nice personality

** 2 Stars - Robotic - simply going through the motions

* 1 Star - Bothered - made me feel like an interruption

4. SERVICE: The level of engagement by the leasing professional was: N/A

***** 5 Stars - Outstanding - like spending an hour talking with my best friend

**** 4 Stars - Impressive - full of energy and creativity

*** 3 Stars - Comfortable - sincere and natural

** 2 Stars - One-Sided - more focused on selling than getting to know me

* 1 Star - Disconnected - did t connect with me

5. NEEDS: The leasing professional's attempt to relate the home to my needs and interests was: N/A

***** 5 Stars - Superhuman - never missed a detail... as if reading my mind. Wow!

**** 4 Stars - Customized - genuinely cared about meeting my needs -- making it all about me

*** 3 Stars - Adequate - tailored to an extent but also general in nature

** 2 Stars - Mediocre - very little effort made.

* 1 Star - Unsuccessful - waste of my time and theirs

6. SERVICE: The way the home and community were presented by the leasing professional was: N/A

***** 5 Stars - Amazing - full of energy and creativity... worthy of an Oscar!

**** 4 Stars - Admirable - very natural and engaging

*** 3 Stars - Suitable - a typical sales presentation

** 2 Stars - Fair - rehearsed and impersonal

* 1 Star - Unacceptable - t interested in showing me anything

7. NEEDS: Based on my experience, the thought of calling this community home was: N/A

***** 5 Stars - Thrilling - can't wait to pack my bags and move in

**** 4 Stars - Comforting - very happy living here

*** 3 Stars - Indifferent - take it or leave it

** 2 Stars - Short-lived - a temporary option

* 1 Star - Unpleasant - wouldn't live here

8. VALUE: What the property offered in exchange for the rental rate was: N/A

***** 5 Stars - Exceptional - can't believe how much you get for your rent

**** 4 Stars - Commendable - an above average deal for the money

*** 3 Stars - Reasonable - a fair value for what I would receive.

** 2 Stars - Tolerable - t the best value but it might work for awhile

* 1 Star - Ridiculous - can't believe they are asking that much rent.

9. VALUE: I envision the quality of life here based on the amenities and features offered as: N/A

***** 5 Stars - Fabulous - all other communities fail in comparison

**** 4 Stars - Complete - everything I was looking for

*** 3 Stars - Decent - could make it work

** 2 Stars - Unsatisfied - shopping for a new place to live

* 1 Star - Miserable - would t be happy living here

13 - 19/28

10. LOYALTY: Based on the experience, the likelihood I would recommend the apartment community to family and friends is: N/A

***** 5 Stars - Very likely - would undoubtedly recommend

**** 4 Stars - Likely - would probably recommend

*** 3 Stars - Neutral - might or might t recommend

** 2 Stars - Unlikely - don't feel confident about recommending

* 1 Star - Not likely at all - way I would recommend

13 - 20/28

Survey Total: 101.45% (210 / 207)

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Documents

Mandel Shop Report