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1/13

://www.epmsonline.com/dispatch/engine?ReportNum=874&Key=vxueFY18oMc&Step=Blank[9/13/2012 12:51:00 PM]

4324 N. Beltline Road, Suite C105, Irving,

TX 75038

(972) 256-3767

www.epmsonline.com

,

Authorized By: Special Instructions:Company Name:

Summary Shopping Report Score

Telephone Professional:

Date Called:

Time Called:

Length of Call:

On-Site Professional:

Date Visited:

Time Visited:

Length of Visit:

Weather Conditions:

Possible

Points

Earned

PointsPercentage

Telephone 100 0 0.0%

Greeting 20 0 0.0%

Identifying Needs 20 0 0.0%

Demonstrating 30 0 0.0%

Closing 30 0 0.0%On-Site Total 100 0 0.0%

Total Score 200 0 0.0%

Multifamily Industry

Benchmark

100 0 0%

Shopper Information

Shopper Name:

Name Given (Telephone):

Name Given (On-Site):

Guest Accompanying Shopper:

Relationship to Shopper:

Address:

City:

State:

Zip:

Home Phone:

Email address:

How shopper learned of the community:

Apartment size:

Date needed:


2/13


1

2

3

4

5

Pets:

Number of occupants:

Reason for moving:

Special needs or preferences:

4324 N. Beltline Road, Suite C105, Irving,

TX 75038

(972) 256-3767

www.epmsonline.com

Community: Date:

Telephone Professional: On-site Professional:

Executive Summary

Leasing Professional's overall attitude and impression.

Leasing Professional's primary closing technique.

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

Why or Why Not?

Leasing Professional's strongest points.

Leasing Professional's weakest points.

Overall Comments:

Leasing Professional's Shopping Report Score

Possible Points Earned Points Percentage

Telephone 100 0 0.0%

Greeting 20 0 0.0%

Identifying Needs 20 0 0.0%

Demonstrating 30 0 0.0%

Closing 30 0 0.0%

On-Site Total 100 0 0.0%

Total Score 200 0 0.0%

Multifamily Industry Benchmark 100 0 0%

A Note About Our Scoring System:

EPMS strives to provide a fair and unbiased report every time. We also work hard to maintain a scoring system whose

standards are equal from report to report. The individual report categories are given point values. As a general guideline,

each percentage can be rated as follows:

Excellent 100-95 Very Good 94-85 Good 84-75 Fair 74-65 Poor 64 and below

Please note that these scores should be used only as guidelines or indicators and cannot fairly tell the whole story. Thus,

the EPMS report gives you additional narrative for a better understanding of what actually happened. Some of the best

sales people break all the rules and still achieve the goal...a good, qualified lease. Perhaps the most important question our


3/13


Telephone - 100 points possible Score: 0 | 0.0%

01 0/3Yes No N/A

02

03 0/3Yes No N/A

04 0/3Yes No N/A

05 0/3Yes No N/A

06 0/15Yes No N/A

06a

**

07 0/3Yes No N/A

08 0/25

a

b

c

d

e 0/5Yes No N/A

09 Yes No N/A

10 0/3Yes No N/A

11

Other Calls:

0/3Yes No N/A

Yes No N/AYes No N/A

0/5Yes No N/A

0/5Yes No N/A

0/5Yes No N/A

0/5Yes No N/A

0/3Yes No N/A

shopper answers is, "Based on this Leasing Professional's presentation, would you have leased this apartment?"

A Note About Our Multifamily Industry Benchmark Scoring System:

The Benchmark score measures the affirmative response to ten key and universal shopping report questions. Each

benchmark question is given a 10 point value. The ten industry standard questions in this report are bolded.

Copyright EPMS 2001-2011. All Rights Reserved.

Did the Leasing Professional answer with the name of the

community?

Exact Greeting:

Did the Leasing Professional identify him/herself?

Did the Leasing Professional obtain your name during the

telephone presentation?

Did the Leasing Professional effectively use your name in

conversation?

Did the Leasing Professional convey a warm and inviting

attitude?

Please explain.

Did the Leasing Professional ask for your telephone

number?

Did the Leasing Professional ask for additional contact information?

Mailing addressEmail address

Did the Leasing Professional ask how you knew the

community?

Did the Leasing Professional determine any of the following?

Size apartment

Move-in date

Number of occupants

Pets

Specific needs (i.e. w/d connections, up/downstairs,

fireplace, etc.)

Did the Leasing Professional suggest you visit the community

website or company website?

Did the Leasing Professional describe apartment features

and/or community amenities?

Please explain.

Did the Leasing Professional create a sense of urgency?


4/13


12 0/3Yes No N/A

13

14 0/3Yes No N/A

15 0/15Yes No N/A

16 0/3Yes No N/A

17 0/10Yes No N/A

0/2Yes No N/A

01

02 Yes No

03 Yes No

04 Yes No

05 Yes No

06 Yes No N/A

07

08

09 Yes No

Yes No

Yes No

Yes No

Greeting - 20 points possible Score: 0 | 0.0%

01 0/2Yes No

02

03

04

0/2Yes No

0/2Yes No

Did the Leasing Professional discuss/explain the income

guidelines?

Was the waiting list procedure explained to you?

Did the Leasing Professional invite you to view the community

and be placed on a waiting list?

Did the Leasing Professional try to set a specific

appointment?

Please explain.

Did the Leasing Professional offer directions to the

community?

Based on the Leasing Professional's presentation, were you

motivated to visit the community?

Telephone Comments:

Community Information

Did you easily locate the community?

Were the main community signs clear, visible and in good

condition?

Were there adequate signs directing you to the leasing

office/information center?

Were the lawns and landscaping neat and trim, and free of all

trash?

Was the general appearance of the parking area in good

condition and free of trash?

Were the community amenities you saw (i.e. pool, tennis

courts, etc.) clean, attractive and well maintained?

Was the leasing office clean, neat, and orderly?

Did the leasing office communicate warmth and welcome?

Was your first impression of the community and curb appeal a

positive one?

Community Comments:

Did the Leasing Professional greet you with a smile, or if

busy, acknowledge you immediately?

Did the Leasing Professional stand to greet you?

Did the Leasing Professional shake your hand?

Exact greeting:


5/13


05

06 0/2Yes No

07 0/1Yes No

08

09 0/5Yes No

10 0/2Yes No

11

12

13 Yes No N/A

14 Yes No N/A

0/2Yes No

0/2Yes No

Yes No

Yes No N/A

Identifying Needs - 20 points possible Score: 0 | 0.0%

01 0/2Yes No

02 0/2Yes No

03 0/8

a

b

c

d

e

f

g

h

04

0/1Yes No

0/1Yes No

0/1Yes No

0/1Yes No

0/1Yes No

0/1Yes No

0/1Yes No

0/1Yes No

0/2Yes No

Did the Leasing Professional introduce him/herself?

Did the Leasing Professional obtain your name during the

visit?

Did the Leasing Professional continue to use your name in the

conversation?

Did the Leasing Professional ask you to sit down?

Did the Leasing Professional make a positive first

impression and appear genuinely interested in helpingyou?

Was the Leasing Professional professionally dressed (i.e.

business casual or uniform)?

What was the Leasing Professional wearing?

Did the Leasing Professional wear a nametag?

Did the Leasing Professional remember your telephone call?

Did the Leasing Professional have previous information on you

readily available?

If the phone agent was out, was someone else able to help

you from the information previously taken over the phone?

Please explain.

Greeting Comments:

Was a guest card completed on paper or electronically (i.e.information entered into a computer)?

By whom?

Did the Leasing Professional determine how you knew the

community?

Did the Leasing Professional identify any of the following?

Size apartment

Move-in date

Number of occupants

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

Price range or budget

Pets

Where you live now or a mailing address

Email address

Did the Leasing Professional ask why you were moving?


6/13


05 0/2Yes No

06 0/2Yes No

07 0/2Yes No N/A

08

Demonstrating - 30 points possible Score: 0 | 0.0%

Yes No

01 0/3Yes No N/A

02 0/1Yes No N/A

03 0/2Yes No N/A

04 0/3Yes No N/A

05 0/4Yes No N/A

06 0/1Yes No N/A

07

Did the Leasing Professional determine if you had any

specific needs or preferences (i.e. location, color, etc.)?

Did the Leasing Professional create rapport while attempting

to determine your needs?

Please explain.

Did the Leasing Professional request proper identification

before taking you to the apartment and/or community?

When you asked if this was a low income property, how didthe Leasing Professional respond?

Identifying Needs Comments:

Did you view an apartment (i.e. model, vacant, occupied, or

office apartment, etc.)?

Please explain.

(Note: If an apartment was not shown, questions 1-13 in Section One are marked "NA" and

replaced by question 14 in Section Two.)

Section One

Did the Leasing Professional take control and lead with

enthusiasm?

Did the Leasing Professional take a scenic, yet convenient

route to the apartment?

Did the Leasing Professional initiate and carry on a friendlyconversation as you walked to and from the apartment?

Please explain.

Did the Leasing Professional mention the professional

management?

Did the Leasing Professional discuss and/or point out

amenities and facilities of the community?

Please explain.

Did the Leasing Professional discuss neighborhood facilities

(i.e. shopping, restaurants, entertainment) or neighborhood

conveniences?

Were you shown:

Model

Occupied

Vacant

Office/Apt

What apartment number(s) were shown to you?


7/13


08 0/4Yes No N/A

09 0/4Yes No N/A

10 0/1Yes No N/A

11 0/2Yes No N/A

12 0/4Yes No N/A

13 0/1Yes No N/A

14 0/30Yes No N/A

a 0/5Yes No N/A

b

c 0/6Yes No N/A

d

e 0/6Yes No N/A

f

0/4Yes No N/A

0/3Yes No N/A

0/6Yes No N/A

Closing - 30 points possible Score: 0 | 0.0%

01 0/1Yes No N/A

02 0/1Yes No

* Yes No

Did the Leasing Professional show an apartment that

was clean, made ready, and comfortable in

temperature?

If not, please explain.

Did the Leasing Professional mention benefits for the

apartment features s/he demonstrated?

Please explain.

Did the Leasing Professional get you actively involved in thetour?

Did the Leasing Professional point out advantages you said

were important?

Did the Leasing Professional effectively overcome your

objection(s)?

Please explain.

Did the Leasing Professional begin asking closing questions

early in the presentation?

Please explain.

Section Two

If an apartment was not shown, did the Leasing

Professional attempt any of the following?

Offer an alternate floor plan or ask if your move-in date

was flexible?

Mention professional management?

Discuss and/or offer a tour of the community

amenities?

Discuss the neighborhood facilities?

Review floor plans by discussing the layout and/or

apartment features and benefits?

Overcome objections?

Comment on your objection and his/her response:

Demonstrating Comments:

Did the Leasing Professional invite you back to the office

following the tour of the apartment and/or community?

Did the Leasing Professional discuss rental rates positively and

confidently?

Did the Leasing Professional ask you to leave an

application fee or other monetary commitment (i.e.

security deposit, holding fee, reservation fee, etc.)?


8/13


03

04

05 0/4

a 0/2Yes No

b 0/2Yes No

c

06

07 Yes No N/A

08

09 0/2Yes No

10 0/2Yes No

11 0/1Yes No

12 Yes No

13 0/10Yes No

14 Yes No N/A

15 Yes No

0/5Yes No

0/2Yes No

0/2Yes No

0/2Yes No

01

Ask you to fill out the application?

Did the Leasing Professional create a sense of urgency?

Did the Leasing Professional attempt any of the following

closes?

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.)?

Use a closing technique not listed above?

Please specify:

*The closes listed above are worth2 points each; however, a maximum of 4 points is

allowed for this question. The leasing consultant must ask 2 of the closes to receive full

credit for this question.

Did the Leasing Professional explain the application process?

Did the Leasing Professional explain the waiting list

procedure?

What was your reason for not leasing at this time?

What was the Leasing Professional's response?

Did the Leasing Professional attempt to schedule another visit

to the community?

Please explain.

Were you provided an application and information on

qualifying criteria?

Did the Leasing Professional provide you with any promotional

materials (i.e. business card, brochure, floor plan, etc)?

Did the Leasing Professional suggest you visit the community

website or company website?

Based on the Leasing Professional's presentation, would

you have leased an apartment?

If unable to meet your needs, did the Leasing Professional

refer you to another community?

Did the Leasing Professional do or say anything to make your

visit "extraordinarily" memorable?

If so, please explain.

Closing Comments:

Fair Housing/Crime/Other Supplement

Did the Leasing Professional say or do anything to discourage

you from leasing due to any issues that could have been

perceived as discriminatory?


9/13


02

03

04

05

06

1

When you asked, "What type of people live here?", how did

the Leasing Professional respond?

When you asked, "How safe is it here?", how did the Leasing

Professional respond?

What term was used to describe renters during your call and visit?

Please select ALL that apply.

Residents

Tenants

What term was used to describe the complex during your call and visit?

Please select ALL that apply.

Property

Community

Complex

What term was used to describe the apartment during your call and visit? Please select ALL

that apply.

Unit

Apartment

Apartment home

The Customer Experience

While shopping reports continue to be an effective way to measure and improve the lead

conversion process, customer experience now plays a vital role in the customer's decision torent at your community. The customer's experience involves their perceptions and emotions

- driving factors for action! Reaching beyond the factual, objective feedback of the mystery

shopping report, the Ellis Customer Experience component allows for expression of those

subjective, powerful reactions to the customer's interaction with you.

This valuable feedback, including a 1 to 5 star Customer Experience rating for each question

below and a composite Customer Experience rating for the shop, will be included with your

Telephone/Onsite Mystery Shopping Reports*. The Customer Experience questions outlined

below as well as the shopper's comments on their experience will allow you to celebrate the

"WOW" moments (Excellent-Above Average) that took place and focus on improving those

areas that lacked a positive emotional connection (Average-Poor).

The Customer Experience component of the shopping report does not impact the raw scoreof the shop or the Multifamily Benchmark. This section is based solely on the customer's

perceptions of the leasing professional and apartment community. The overall customer

experience rating is calculated based on an average of the individual ratings for each

question. As such, their feedback is a true representation of the real customer emotions,

opinions, and all. We are happy to research discrepancies in the objective portions of the

shopping report and make adjustments as needed to those areas.

Disclaimer: The Customer Experience component is not subject to our standard

dispute resolution procedure and cannot be modified.

The community amenities struck me as:


10/13


2

3

4

5

Extraordinary - cutting edge and beyond my wildest dreams.

Appealing - the latest and greatest.

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

Inferior - dated and/or in need of repair.

Distressed - Unacceptable and in failing condition.

N/A - Not Applicable

The upkeep of common areas throughout the property was:

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

Notable - the community pride was shining through

Acceptable - what I would expect from a community like this

Deficient - lacking attention and care

Poor - I would be embarrassed to live here


The leasing professional came across as:

Captivating - in a league of their own

Talented - better than most -- with an added flair of originality

Pleasant - prepared and exhibited a nice personality

Robotic - simply going through the motions

Bothered - made me feel like an interruption


The level of engagement by the leasing professional was:

Outstanding - like spending an hour talking with my best friend

Impressive - full of energy and creativity

Comfortable - sincere and natural

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

Disconnected - did not connect with me


The leasing professional's attempt to relate the home to my

needs and interests was:

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

Customized - genuinely cared about meeting my needs -- making it all

about me.


11/13


6

7

8

9

Adequate - tailored to an extent but also general in nature

Mediocre - very little effort made.

Unsuccessful - waste of my time and theirs


The way the home and community were presented by the

leasing professional was:

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

Admirable - very natural and engaging

Suitable - a typical sales presentation

Fair - rehearsed and impersonal

Unacceptable - not interested in showing me anything


Based on my experience, the thought of calling thiscommunity home was:

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

Comforting - very happy living here

Indifferent - take it or leave it

Short-lived - a temporary option

Unpleasant - would not live here


What the property offered in exchange for the rental rate

was:

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

Commendable - an above average deal for the money

Reasonable - a fair value for what I would receive.

Tolerable - not the best value but it might work for awhile

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


I envision the quality of life here based on the amenities and

features offered as:

Fabulous - all other communities fail in comparison

Complete - everything I was looking for

Decent - could make it work


12/13


10

Community:

Telephone Professional:

On-Site Professional:

Date of Evaluation:

Telephone Score: 0 . 0 %

On-Site Score: 0 . 0 %

Total Score: 0 . 0 %

Unsatisfied - shopping for a new place to live

Miserable - would not be happy living here


Based on the experience, the likelihood I would recommend

the apartment community to family and friends is:

Very likely - would undoubtedly recommend

Likely - would probably recommend

Neutral - might or might not recommend

Unlikely - do not feel confident about recommending

Not likely at all - no way I would recommend


SHOPPING REPORT FOLLOW-UP FORM

1. What strengths are exhibited in this evaluation?

2. Which areas are in need of improvement?

3. What goals have been set to improve these areas?

4. Within what time frame are these goals to be achieved?

5. Leasing Professional's comments:


13/13

Is a follow-up report needed? Yes No

Review completed by: _______________________________

R. M. signature: ____________________________________

Leasing Professional's signature: ________________________

If yes, when?

_____________Date:

________________Date:

________________Date:________________

6. Did the Leasing Professional record the prospect as traffic (i.e. written guest card or

electronically)?

7. Did the Leasing Professional conduct appropriate follow-up with the prospect?

PLEASE RETURN THIS FORM TO YOUR REGIONAL MANAGER.

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