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 1
When 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 1
7. 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 3
He 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 3
The 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 3
He 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 4
He 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 2
He 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 1
He 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 2
The 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 1
While 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 3
He 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 4
The 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 1
The 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 1
He 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 3
As 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 2
He 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 2
He 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 5
He 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 3
He 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 day
74. 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 1
He 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 2
The 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.

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