Oakbrook Corp Leasing Shop

Company Name Oakbrook-The Standard

Employee Name Alex

Position

Shopper Name Jackie

Date Friday, October 17, 2014

Time visited 10:00 AM

Shopper Scenario Just sold home and moving to Milwaukee

Telephone Procedures Rating Potential Description/Comment

1. Was the telephone answered

promptly with a greeting and the

property name?

1 1When I called at 9:30 I got voice mail. Alex

called me back at 10:00 which is when they

are open.2. Was the tone of voice pleasant and

friendly?1 1

His tone was pleasant but he made it a

quick conversation. 3. Did the agent introduce him/herself

and request your name?2 2

He gave me his name. My name was not

asked until the end of the call.

4. Was your name used during the

conversation?1 2

He did not know my name until the end and

then he used it in his closing farewell.

5. Were you asked how soon the

apartment would be needed?2 2 This was his first question.

6. Were you asked about pets? 0 17. Were you asked how you heard about

the community?1 1

8. Did the agent give you his/her

undivided attention and seem interested

in your needs by asking you 2 or more

qualifying questions?

3 3He asked when I was looking for the

apartment and what size.

9. Was an apartment well suited to your

needs described well and made to sound

desirable?

0 3The agent did not describe the community

to me in any way other then the rent rates.

10. Did the agent remain in control

throughout and guide the direction of

the conversation and not merely answer

your questions?

3 3He led the conversation and led the

direction of the conversation.

11. Was an effort made to set up a

definite appointment to see the

apartment?

4 4He asked me "when is a good time to come

in?"

12. Were you offered directions to the

community?1 1

13. Were you asked for your telephone

number?0 0 N/A-He already had my phone number.

14. Was the conversation closed with a

positive statement such as "I look

forward to meeting you?"

1 1 He said "take care Jackie".

TOTAL 20 25

Extended Digital Apartment Shopping Evaluation Form 1

Contact with Office Personnel Rating Potential Description/Comment

15. Did the agent stand when you

entered?1 1

When I arrived he came out of the office

and opened the door for me.

16. Were you greeted warmly and with a

smile?2 2

He was smiling and had a friendly

expression as he opened the door for me.

17. Did the agent introduce him/herself? 2 2 He said "Hi I'm Alex".

18. Were you asked for your name or

greeted by your first name upon arrival?0 0

N/A I offered my name before he had a

chance to ask.

19. Was the agent dressed appropriately

and well-groomed?1 1 Light colored slacks and a shirt.

20. Did the agent fill out the guest card

for you?1 1

21. Was the office clean, neat and

inviting?1 1

22. Was the agent's desk clean and

uncluttered?1 1

23. Did you feel welcome and not as if

you were interrupting something?2 2

It was clear to me that the agent was

expecting me as he recognized my name as

I said it. 24. Did the agent seem genuinely

interested in discovering your needs and

helping you and not appear as if it were

"just a job?"

3 3

The agent asked me what I was looking for.

Then asked me what my preference is in

floor plan style and what direction I want to

face. 25. Did the agent reiterate the specifics

of what you indicated you were looking

for in an apartment?

2 2He reiterated that he thought I was looking

for a one bedroom.

26. Did the agent use your name

frequently during your conversation (at

least two or more times)?

1 2 The agent used my name once or twice.

27. Did the agent seem relaxed during

your initial encounter?1 1 The agent is very confident and relaxed.

TOTAL 18 19

Qualifying Rating Potential Description/Comment

28. Did the agent determine what

qualities about the apartment

community brought you to them?

0 1 The subject was not brought up.

29. Did the agent ask if you have already

looked at other apartment homes and

point out important differences?

1 1

The agent did not ask in the beginning of

the visit if I had looked at other apartments

in the area. He asked if I was looking at

other places during the closing phase.

30. If a guest card was not completed,

did the agent understand your needs as

to size of apartment, number of

occupants, pets?

0 0 N/A-the guest card was completed.


31. Were you asked how long you lived

at your current address?1 1

32. Are you asked why you were moving? 1 1He asked me what brought me to the area.

I told him work. 33. Were you asked how soon you would

need the apartment?1 1

34. Are you asked your occupation and

where you were employed?1 1

He asked who I work for when I told him I

was transferring to the area for a job. He

did not ask what I do for them.

35. Did the leasing agent get a feel for

what is in your range?1 1

We had a couple of conversations about the

rate differences between the 1 bdrm floor

plans and he was concerned that my range

was not high enough for the larger 1 bdrm.

36. Did you feel comfortable making your

needs known and asking questions?1 1

The agent makes good eye contact and has

attentive listening skills.

37. Did you feel the agent was genuinely

interested in your needs?2 2

He asked good questions about what's

important to me in an apartment and what

would be in my price range.

38. Did you feel the agent asked

questions in a relaxed manner without

appearing to be high pressure?

2 2The agent asks questions at good time

points so it always felt conversational.

39. Did the agent seem in control of the

conversation?3 3

He is very knowledgeable about the

property and is very active in his

presentation.

TOTAL 14 15

Model/Apartment Show Rating Potential Description/Comment

40. Did the agent seem delighted to

show you an apartment and did not

appear imposed on?

1 1

41. Did the agent walk beside you when

possible rather than in front of you while

touring the grounds/property?

1 1

It varied, sometimes he was walking ahead

of me as if in a hurry, and other times next

to me. More often than not he was walking

next to me.

42. Did the agent engage you in casual

qualifying conversation on the way to

the apartment?

1 1While the conversation was focused more

on the property, the agent asked some

qualifying questions along the way.

43. Did the agent discuss the features

and benefits of the neighborhood

without you having to ask?

3 3

The agent talked about the neighborhood

in great detail and used good benefit

statements, i.e. explaining how I could get

in my warm car from the underground

parking drive to the grocery store right into

their parking shelter without getting cold.


44. Were the property amenities (pool,

clubhouse, laundry facilities, tennis

courts, underground parking, etc.)

pointed out and described without you

having to ask?

3 3He showed me all of the amenities that

property has to offer.

45. Did the agent enter the apartment

first and seem in control?1 1

46. Was the first statement made to you

upon entering the apartment a positive

one?

1 1"This is the apartment that we have on

special."

47. Did the agent point out features of

the apartment as well as the benefits?

(i.e.. large porch great for relaxing after

work or entertaining friends, or overhead

lights save you the cost of having to

purchase additional lamps.)

4 4The agent points out features and uses

benefit statements as well as advantage

statements.

48. Did you feel the agent showed the

apartment in a creative and positive

manner?

1 1The presentation was very creative as he

describes the possibilities of how I can lay

out the furniture. 49. Did the agent show enthusiasm

during the showing?1 1

The agent speaks enthusiastically and is

animated during the visit. 50. Did the agent demonstrate features

by opening drapes, closet doors,

drawers, etc.? (or encourage you to do

so)

1 1He made sure we stepped out on the

balcony so I could see what a great view it

is.

51. Did the agent use trial closings during

the showing? (i.e.. get agreement on the

benefits of the features or "Do you think

your wife would like this apartment?")

4 4

He asked me how I felt about the windows

in the 2nd apartment. The agent confirmed

that I did not like the special of the day

apartment and I that I preferred the second

apartment we looked at.

52. Did you feel the agent remembered

the needs you expressed that were

important to you and pointed out how

the features would meet those specific

needs?

3 3As we toured the apartment he opened up

all the blinds for me so that I could have a

good look at the windows.

53. Did the agent know the total square

footage of the apartment when asked?1 1

54. Did the agent remain in control

throughout the tour?2 2

The agent was always in control and leading

the way.

55. Did you feel the presentation was

natural and not hurried?1 2

He is a good, engaging presenter. On a

couple of occasions it felt hurried, like when

he was walking in front of me, and another

time when I stopped to look at the fitness

center he was already down the hallway on

to the next when I was still looking at it.

56. Did the agent continue to ask you

qualifying questions during the showing

(at least 3)?( i.e. asking your opinion how

does this compare with what you have

looked at?)

3 3

He asked me what I thought about the view

from the balcony. The agent was often

looking for my feedback and asking me

what I think.


57. Was the appearance of the

apartment clean and fresh?1 1

Beautiful apartment, clean, white and

bright.

58. Was anything done to the apartment

to make it more memorable?0 1 There was no staging done.

59. Did the apartment smell clean and

fresh?1 1 The apartment looked immaculate.

60. Were professional management and

maintenance emphasized during the

showing?

2 2

61. Did the agent adequately overcome

any objections you had? Please comment

on objection and agent's response.

3 3

My objection was regarding the lack of a

window in the bedroom of the apartment

of the day. He described how others have

decorated that room and you don't even

notice that window or lack there of. Then

he went on to tell me about the other one

bedroom and qualified me as to whether I

could afford the pricier one as it was not in

my original price range.

TOTAL 39 41

Closing Techniques Rating Potential Description/Comment

62. Did you feel your objections overall

were handled skillfully? Please comment.3 3

He qualifies the objection, then tries to

overcome it. I really felt that he was

actively listening to my concerns and

responding accordingly. 63. Were you asked your opinions about

the apartment?3 3

64. Were you invited back into the

leasing center after seeing the

apartment?

3 3 He led me back to the office.

65. Was it pointed out that available

apartments (or a particular floor plan,

carpet color, location, etc.) are scarce?

2 2He kept repeating that the floor plan that I

like is the only one they have right now.

66. Did the agent continue to use trial

closes up to the first attempt to close?5 5

The agent gauges my interest by

reconfirming the first apartment that we

looked at was off the table and did I like the

other one bedroom better.

67. Were any indirect closing attempts

made? (i.e. "your closet", "you'll love it

here", "your parking space")

2 2He told me I would love it there during his

closing.

68. Was the application process

explained to you?2 2 In good detail.

69. Did the leasing consultant ask for

your application and deposit with

confidence?

5 5He asked me if I would like to put down the

application with a deposit.


70. Were you asked to have the

apartment held when you declined to

submit an application?

3 3

71. Was more than one attempt made to

close?2 2

As he engaged me in further casual

conversation he suggested again that I

might want to fill out an application since I

really like the apartment and all the

windows. 72. Did the agent attempt to determine

why you were not ready to submit an

application?

3 3He asked me if I had other places to look at

today.

73. Did the agent try to set a second

appointment with you?2 2

He scheduled a phone call with me for the

end of the day74. Did the agent ask for your permission

to follow up with you?4 4

He asked if we could touch bases at the end

of the day. 75. Did the agent offer any incentives, or

mention any specials at anytime during

the visit?

1 1He showed me the "apartment of the day"

first.

76. Did you feel as though the agent

really wanted you to live there and was

not indifferent about it?

2 2The agent establishes good eye contact,

nice rapport and makes a strong attempt to

get me to live there.

77. Did the agent follow up with you

within 72 hours of your appointment?8 8 The agent called me at 3:45.

TOTAL 50 50

Property Appearance Rating Potential Description/Comment

78. Was your first impression of the

community a positive one?2 2

Really liked the property. Nice interior

design, beautiful.

79. Were the grounds clear of all trash? 2 2 From what I could see.

80. Were the lawns and landscaping

neatly mowed and edged?0 0 N/A

81. Was the parking lot in good

condition, free of junk cars, trash,

potholes and clearly striped?

0 0 N/A

82. Were the laundry rooms clean? 0 0 N/A

83. Was the mail area clean and free of

litter?1 1

84. Were all the mailboxes and

intercoms neatly and uniformly marked

with apartment numbers?

1 1

85. Was the pool clean and free of any

litter or foreign objects?0 0 N/A

86. Was the pool area free of bottles,

cigarette butts, etc.?0 0 N/A

87. Was the entryway into the manager's

office clean and attractive?2 2

It was very clean and bright. The office

space itself is very small. I was not in there

until after the showing. The other agent

was in the room as well and it felt very

crowded.


88. Were walkways clean and free of

clutter?1 1

89. Were patio and/or balconies neat

and free of unsightly clutter?1 1

I did not observe any clutter. Everything

appeared in order. 90. Was the clubhouse neat, clean and

appealing?2 2

The clubhouse is bright and cheerful as well

as neat, clean and appealing.

TOTAL 12 12

Misc/Fair Housing Comments

91. Did the agent refrain from making

statements restricting the use of any of

the common areas or locations available

to lease by referring to a protected

status (i.e. children, race, age, etc)?

No such statements were made.

92. Did the agent refrain from identifying

occupants by any protected status (i.e.

race, children, age, etc.)?

The agent did not reference the occupants

in any way.

93. Did the agent refrain from steering

you to a particular location within the

community?

I did not feel steered to a particular location

94. Did the agent respond positively and

in a non-discriminatory manner when

the subject of children or minorities was

mentioned? Please comment on the

agent's response when you asked a fair

housing questions.

I asked if there were a lot of kids in the

building and he briefly responded with "we

rent to whoever qualifies," then changed

the subject.

95. Was the office accessible to a

wheelchair?Yes it appeared so.

96. Did the agent appear willing to show

and lease the apartment of your choice?

Because he was so thorough and engaging, I

felt he would have shown me anything I

wanted. 97. In your opinion, was the leasing

consultant's performance in compliance

with Fair Housing Law?

Absolutely.

98. Did the agent avoid using the terms

"safe" or "security" when you asked if

this was a safe place to live?

When I asked if it was a safe area he

responded by saying, "oh yea definitely."

He went on to explain the convenience of

the neighborhood.

Scores Points Received Potential Points Percentage

Telephone Procedures 20 25 80.0%

Contact with Office Personnel 18 19 94.7%

Qualifying 14 15 93.3%

Description/Comment


Model/Apartment Show 39 41 95.1%

Closing Techniques 50 50 100.0%

Subtotals 141 150 94.0%

Property Appearance 12 12 100.0%

Overall Scores 153 162 94.4%

Overall Summary of Experience

The agent is brief on the phone and goes

right for the appointment. He is a great

presenter onsite, attentive and engaged. He

looks for feed back often, although his trial

closings could be more directly pointed. i.e.

"do these windows meet your criteria for

lots of sunshine?" While he asks good

qualifying questions, he could improve by

digging deeper. He learns my preferences

but not who I am which would help him to

better target his benefit statements. For

example, I am into fitness. Had he asked

more questions he could have played up

the fitness center and how I would save

money by saving on a membership fee

and/or pointed out all the walking and

jogging opportunities in the neighborhood.

He is a strong closer.


Documents

Oakbrook Corp Leasing Shop