Shop Report
Smart Mystery Shops
Company Name
Shop Ordered By
First Name
Last Name
Property Name
Address
Street Address
Street Address Line 2
City
State / Province
Postal / Zip Code
Leasing Professional
First Name
Last Name
Shopper's Name
First Name
Last Name
Exact Greeting Leasing Professional used
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Telephone Segment
Date Called
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Month
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Day
Year
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Time Called
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Hour
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10
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30
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50
Minutes
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PM
AM/PM Option
Length of Phone Call (Minutes)
Did Leasing Professional obtain your name?
Yes
No
Did the Leasing Professional determine any of the following: (Check the boxes below if answer is yes)
Size of Apartment
Move-In Date
Number of Occupants
Pets
Price Range
Specific Needs
Reason for Moving
How You Heard About The Community
During the phone call did the Leasing Professional use any of the following techniques?
Create a Sense of Urgency
Use Descriptive Words
Invite you to visit the community
Direct you to a company or community website
Describe community and property amenities
Describe which techniques were applied and why:
Is there any aspect that the Leasing professional could improve on?
Please rate the Leasing professionals ability to convince you to live there?
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2
3
4
5
Please rate the Leasing professional on their ability to set up an appointment to visit the community
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4
5
Please rate the your overall impression for the phone call
1
2
3
4
5
(For Internal Use Only) Feedback from Regional Manager/ Marketing Specialist
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Community Visit
Name of Leasing Professional
First Name
Last Name
Date Visited
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Month
-
Day
Year
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Time of Visit
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Hour
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10
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30
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50
Minutes
AM
PM
AM/PM Option
Was the community: (Check the boxes below if answer is yes)
easy to find?
well landscaped and trash free?
leasing office easy to find?
leasing office clean and neat?
Please make any comments or suggestions on ways to improve the initial impression of the community:
Did the leasing professional
greet you with a smile?
stand to greet you?
shake your hand?
introduce themselves?
obtain your name during the greeting?
Did the leasing professional offer you refreshments?
Yes
No
What was the exact greeting the leasing professional used?
In your opinion, was the leasing professional dressed professionally? Can you describe what the leasing professional was wearing?
Rate your initial impression of the leasing professional during the greeting process:
1
2
3
4
5
(For Internal Use Only) Feedback from Regional Manager/ Marketing Specialist
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Qualifying
Did the Leasing Professional determine if you had any specific needs or preferences?
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?
Were the qualifications of renting an apartment discussed at anytime during your visit?
Yes
No
Did the leasing professional request proper identification before touring?
Yes
No
Please comment on ways for the leasing professional to improve the qualifying process?
Rate the qualifying process:
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2
3
4
5
(For Internal Use Only) Feedback from Regional Manager/ Marketing Specialist
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Demonstration
Did you view an apartment? (vacant, model, etc)
Yes
No
If yes, Which one?
Vacant
Model
Did the leasing professional take control of the tour and lead the conversation?
Yes
No
Was the leasing professional friendly and knowledgeable about the apartment?
Yes
No
Did the leasing professional discuss and positively showcase the amenities that the community and apartments had to offer?
Yes
No
Did the leasing professional postively discuss the management company and on-site personnel?
Yes
No
Did the leasing professional show a move-in ready and clean apartment?
Yes
No
Please comment on the quality of the apartment showed or any issues inside the shown apartment:
What specific amenities and descriptive words did the leasing professional use to describe the apartment and community?
Did the leasing professional provide you with any promotional materials or an application?
Yes
No
What were the leasing professional strongest points?
What were the leasing professional weakest points?
Provide a couple specific examples of how the touring process could be improved:
Rate of the leasing professional performance during the touring process
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2
3
4
5
(For Internal Use Only) Feedback from Regional Manager/ Marketing Specialist
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Closing
Did the leasing professional attempt to close?
Yes
No
Were you invited back to the office after the tour?
Yes
No
Did the leasing professional provide rentals rates and requirements?
Yes
No
Did the leasing professional attempt any of the following techniques to get you to apply?
Ask to fill out an application
Ask to hold an apartment for you
Used assumptive closing
Asked if you wanted to be put on a waitlist
Create a sense of urgency
Ask for monetary commitment (deposit)
How did the leasing professional respond to your nonacceptance of their attempted close?
Please provide two or more examples of how the leasing professional could improve their closing:
Rate the leasing professional closing ability
1
2
3
4
5
General comments or thoughts about the leasing professionals closing:
(For Internal Use Only) Feedback from Regional Manager/ Marketing Specialist
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Fair Housing Segement
Did 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 Service Animals(or Companion Animals) are accepted, how did the leasing professional respond?
Would the leasing professional benefit from additional fair housing training?
Yes
No
How so?
(For Internal Use Only) Feedback from Regional Manager/ Marketing Specialist
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Summary
Rate the overall leasing experience
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2
3
4
5
Rate the leasing professionals ability to sell the community and its apartments
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2
3
4
5
Overall impression of the community
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2
3
4
5
Please provide two or more examples of times when the leasing experience was impactful for you
(For Internal Use Only) Feedback from Regional Manager/ Marketing Specialist
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Score Card
Telephone (out of 100)
Greeting (out of 15)
Qualifying (out of 20)
Demonstration (out of 20)
Closing (out of 30)
Follow up within 24hours (out of 5)
Follow up again in 48 hours (out of 5)
Did you receive a hand written letter within 5 days (out of 5)
Total Score
Brochures/ Marketing Collateral
Browse Files
Floor plans, business cards, flyers, etc.
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Photos of the community
Browse Files
entryway, amenities, etc.
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Follow-up Correspondence
Browse Files
entryway, amenities, etc.
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Submit
Should be Empty: