Smart Apartments Phone Mystery Shop Report Phone Mystery Shop Report Step 1 of 5 20% Management Company NameShop Ordered By: First Last Property NameAddress Street Address Address Line 2 City State / Province / Region ZIP / Postal Code AfghanistanAlbaniaAlgeriaAmerican SamoaAndorraAngolaAnguillaAntarcticaAntigua and BarbudaArgentinaArmeniaArubaAustraliaAustriaAzerbaijanBahamasBahrainBangladeshBarbadosBelarusBelgiumBelizeBeninBermudaBhutanBoliviaBonaire, Sint Eustatius and SabaBosnia and HerzegovinaBotswanaBouvet IslandBrazilBritish Indian Ocean TerritoryBrunei DarussalamBulgariaBurkina FasoBurundiCabo VerdeCambodiaCameroonCanadaCayman IslandsCentral African RepublicChadChileChinaChristmas IslandCocos IslandsColombiaComorosCongoCongo, Democratic Republic of theCook IslandsCosta RicaCroatiaCubaCuraçaoCyprusCzechiaCôte d'IvoireDenmarkDjiboutiDominicaDominican RepublicEcuadorEgyptEl SalvadorEquatorial GuineaEritreaEstoniaEswatiniEthiopiaFalkland IslandsFaroe IslandsFijiFinlandFranceFrench GuianaFrench PolynesiaFrench Southern TerritoriesGabonGambiaGeorgiaGermanyGhanaGibraltarGreeceGreenlandGrenadaGuadeloupeGuamGuatemalaGuernseyGuineaGuinea-BissauGuyanaHaitiHeard Island and McDonald IslandsHoly SeeHondurasHong KongHungaryIcelandIndiaIndonesiaIranIraqIrelandIsle of ManIsraelItalyJamaicaJapanJerseyJordanKazakhstanKenyaKiribatiKorea, Democratic People's Republic ofKorea, Republic ofKuwaitKyrgyzstanLao People's Democratic RepublicLatviaLebanonLesothoLiberiaLibyaLiechtensteinLithuaniaLuxembourgMacaoMadagascarMalawiMalaysiaMaldivesMaliMaltaMarshall IslandsMartiniqueMauritaniaMauritiusMayotteMexicoMicronesiaMoldovaMonacoMongoliaMontenegroMontserratMoroccoMozambiqueMyanmarNamibiaNauruNepalNetherlandsNew CaledoniaNew ZealandNicaraguaNigerNigeriaNiueNorfolk IslandNorth MacedoniaNorthern Mariana IslandsNorwayOmanPakistanPalauPalestine, State ofPanamaPapua New GuineaParaguayPeruPhilippinesPitcairnPolandPortugalPuerto RicoQatarRomaniaRussian FederationRwandaRéunionSaint BarthélemySaint Helena, Ascension and Tristan da CunhaSaint Kitts and NevisSaint LuciaSaint MartinSaint Pierre and MiquelonSaint Vincent and the GrenadinesSamoaSan MarinoSao Tome and PrincipeSaudi ArabiaSenegalSerbiaSeychellesSierra LeoneSingaporeSint MaartenSlovakiaSloveniaSolomon IslandsSomaliaSouth AfricaSouth Georgia and the South Sandwich IslandsSouth SudanSpainSri LankaSudanSurinameSvalbard and Jan MayenSwedenSwitzerlandSyria Arab RepublicTaiwanTajikistanTanzania, the United Republic ofThailandTimor-LesteTogoTokelauTongaTrinidad and TobagoTunisiaTurkmenistanTurks and Caicos IslandsTuvaluTürkiyeUS Minor Outlying IslandsUgandaUkraineUnited Arab EmiratesUnited KingdomUnited StatesUruguayUzbekistanVanuatuVenezuelaViet NamVirgin Islands, BritishVirgin Islands, U.S.Wallis and FutunaWestern SaharaYemenZambiaZimbabweÅland Islands Country Shopper's Name First Last Leasing Professional To Be Shopped First Last Phone ShopPlease complete once you have called and shopped the property. Date called MM slash DD slash YYYY Time Called Hours : Minutes AM PM AM/PM Leasing Professional That You Spoke With? First Last The call... Was answered Went to voicemail How long did it take for the property to call you back? (minutes)How many calls did you make before you spoke to someone?What was the length of the phone call? (minutes)Exact Greeting Leasing Professional used Did Leasing Professional obtain your name? Yes No Did the Leasing Professional determine any of the following: (Check all that apply) Size of Apartment Move-In Date Number of Occupants Pets Price Range Specific Needs Reason for Moving How You Heard About The Community Direct you to the company website Additional CommentsWhat specific amenities and descriptive words did the leasing professional use to describe the apartment and community?Did the leasing professional discuss availability? Yes No If yes, what was discussed?Did the leasing professional discuss pricing? Yes No If yes, what was quoted to you?Did the leasing professional offer you any specials or concessions? Yes No if yes, what was offered?Did the leasing professional offer to email or mail you any materials? Yes No If yes, what materials were sent?Did the leasing professional offer a virtual tour or other digital tour options? Yes No If yes, what was offered? QualifyingDid the Leasing Professional determine if you had any specific needs or preferences from the phone call? Yes No Did the Leasing Professional create rapport while attempting to determine your needs? Yes No Did the leasing professional determine: (Check box if the answer for the below questions are yes) How you heard about the community? Size of apartment? Move-in date? Number of occupants? Pets? Specific preferences? Why you are moving? We're the qualifications of renting an apartment discussed at anytime during your call? Yes No We're the next steps to becoming a resident explained? (How to apply, deposits, required at move in) Yes No If Yes, what was discussed?Rate the qualifying process:Excellent (5 stars)Very Good (4 stars)OK (3 stars)Not So Good (2 stars)Terrible (1 star)Please comment on ways for the leasing professional to improve the qualifying process?Please rate the Leasing professional on their ability to set up an appointment to visit the communityExcellent (5 stars)Very Good (4 stars)OK (3 stars)Not So Good (2 Stars)Terrible (1 Star)Please rate the Leasing professionals ability to convince you to live there?Excellent (5 stars)Very Good (4 stars)OK (3 stars)Not So Great (2 stars)Terrible (1 star)Please rate the your overall impression for the phone callExcellent (5 stars)Very Good (3 stars)OK (3 stars)Not So Good (2 stars)Terrible (1 star)Name two things that the leasing professional did wellName two things that the leasing professional can improve uponFair Housing SegmentDid the leasing professional do or say anything that could have been perceived as a violation of fair housing laws?What was the leasing professionals response when asked about the demographic of the community?When asked if families are allowed, what was the leasing professionals response?When asked if the community is safe, what was the leasing professionals response?Would the leasing professional benefit from additional fair housing training? Yes No If yes, how so? Score CardPhone Mystery ShopGreeting (out of 20)Please enter a number from 1 to 20.Building Rapport (out of 20)Please enter a number from 1 to 20.Qualifying (out of 20)Please enter a number from 1 to 20.Closing- Tried to secure an appointment (out of 20)Please enter a number from 1 to 20.Closing - Offered to share a virtual tour or other digital tour option (out of 5)Please enter a number from 1 to 5.Discussed application and next step processes (out of 5)Please enter a number from 1 to 5.Did you receive follow up from the Leasing Professional/Community with in 72 hours (out of 10)Please enter a number from 1 to 10.Total ScoreUploadsFeatured ImageAccepted file types: jpg, gif, png, pdf, heic, jpeg, Max. file size: 300 MB.This photo will be used as the primary header photo.Brochures / Marketing Collateral Drop files here or Select files Accepted file types: jpg, jpeg, gif, png, pdf, heic, Max. file size: 300 MB. Follow-up Correspondence Drop files here or Select files Accepted file types: jpg, jpeg, gif, png, pdf, heic, Max. file size: 300 MB. Audio RecordingAccepted file types: mp3, wav, m4a, Max. file size: 300 MB.Signature Δ
