American Property Management, Inc.

SHOPPING REPORT
Who's Calling

Monthly Shop Date Person Shopped

Call Date Community
Time Phone number

Telephone technique questions pertaining to the person shopped: Points Earned

1. Did the person answer the phone after the second ring? Yes (3) No (0)
2. Did the person identify the name of the community? Yes (3) No (0)
3. Did the person introduce himself or herself clearly? Yes (3) No (0)
4. Did the person ask you what size apartment is needed? Yes (3) No (0)
5. Did the person ask what date you needed the apartment? Yes (3) No (0)
6. Did the person ask you how many people would occupy the apartment? Yes (3) No (0)
7. Did the person get your name and use it to personalize the conversation? Yes (3) No (0)
8. Did the person get your mailing address? Yes (5) No (0)
9. Did the person get your phone number? Yes (5) No (0)
10. Did the person ask you how you found out about the community? Yes (3) No (0)
11. Did the person ask why you are moving? Yes (3) No (0)
12. Did the person ask what features you are looking for in your new home? Yes (3) No (0)
13. Did the person ask who your current employer is and what your occupation is? Yes (3) No (0)
14. Did the person ask you if you had any pets? Yes (3) No (0)

15. Did the person talk about the community(16) and apt features(17) before giving the price? Yes (10) No (0)

16. Were you told about the Apartment features? Yes (10) No (0)

(ex: were you painted a visual picture of the property using words?)
17. Were you told about the community's features, amenities and services? Yes (10) No (0)

(ex: were you painted a visual picture of the property using words?)
18. Were you told about the area convienence's? Yes (5) No (0)
(ex: were you painted a visual picture of the property using words?)
19. Did the person invite you to the property today? Yes (3) No (0)

20. Did the person offer you directions to the property? Yes (3) No (0)
21. Did the person create a sense of urgency to visit or lease? Yes (3) No (0)
22. Was the call tracked? Yes (10) No (0)

Total Possible Points = 100 Total Points Earned =

COMMENTS

SCORE FOLLOW-UP
100 = Outstanding Job Award certificate and pin sent to employee
99 - 90 = Great Job
89 - 80 = Good Job
79 - 71 = Satisfactory Job - Practice with other team members Will be shopped again in one week
70 and Below = Unsatisfactory - Additional Training Needed May not answer the phone without additional training, will be shopped in two weeks

Completed By

Call Sent to Regional? Yes No

APM MONTHLY PHONE SHOP REPORT

Telephone technique questions pertaining to the person shopped:

1. Did the person answer the phone after the second ring?
2. Did the person identify the name of the community?
3. Did the person introduce himself or herself clearly?
4. Did the person ask you what size apartment is needed?
5. Did the person ask what date you needed the apartment?
6. Did the person ask you how many people would occupy the apartment?
7. Did the person get your name and use it to personalize the conversation?
8. Did the person get your mailing address?
9. Did the person get your phone number?
10. Did the person ask you how you found out about the community?
11. Did the person ask why you are moving?
12. Did the person ask what features you are looking for in your new home?
13. Did the person ask who your current employer is and what your occupation is?
14. Did the person ask you if you had any pets?
15. Did the person talk about the community(16) and apt features(17) before giving the price?
16. Were you told about the Apartment features?
(ex: were you painted a visual picture of the property using words?)
17. Were you told about the community's features, amenities and services?
(ex: were you painted a visual picture of the property using words?)
18. Were you told about the area convienence's?
(ex: were you painted a visual picture of the property using words?)
19. Did the person invite you to the property today?
20. Did the person offer you directions to the property?
21. Did the person create a sense of urgency to visit or lease?
22. Was the call tracked?

SCORE
100 = Outstanding Job
99 - 90 = Average APM shop
89 - 80 = Below average APM shop
79 - 71 = Unsatisfactory
70 and Below = Fail
 Name:
Property: Northwind Marketplace Glenbrooke Cedarwest
Date:
Yes (3)
Yes (3)
Yes (3)
Yes (3)
Yes (3)
Yes (3)
Yes (3)
Yes (5)
Yes (5)
Yes (3)
Yes (3)
Yes (3)
Yes (3)
Yes (3)
Yes (10)
Yes (10)

Yes (10)

Yes (5)

Yes (3)
Yes (3)
Yes (3)
Yes (10)
TOTAL 0 0 0 0

Notes:
Autumn Run Woodmark Silver Springs Teton Grand Oaks Avalon

0 0 0 0 0 0
Columbia Trails Laguna Eaglewood Capitol Place Brooks Land.

0 0 0 0 0
River Trail Addison Greens Highlands Sterling Pt. Monticello

0 0 0 0 0
Dakota Sierra Meadows Tierra Pt.

Average
0 0 0 0 0
APM MONTHLY PHONE SHOP REPORT - FEBRUARY 2010 Name: Duane Irena Heather Christina Jessica Jennifer Sabrina Sara Veronica Marina Jessica Terry Tammy Jennie Diane Samanthia Torri Tiffany Morgan Florin April Karina Keith Ashley
Caller was "Sara Foster" Property: Northwind Marketplace Glenbrooke Cedarwest Autumn Run Woodmark Silver Springs Teton Grand Oaks Avalon Columbia Trails Laguna Eaglewood Capitol Place Brooks Land. River Trail Addison Greens Highlands Sterling Pt. Monticello Dakota Sierra Meadows Tierra Pt.
Telephone technique questions pertaining to the person shopped: Date: 2/9/2010 2/9/2010 2/8/2010 2/8/2010 2/9/2010 2/11/2010 2/10/2010 2/10/2010 2/8/2010 2/8/2010 2/8/2010 2/9/2010 2/11/2010 2/11/2010 2/11/2010 2/10/2010 2/11/2010 2/11/2010 2/11/2010 2/11/2010 2/9/2010 2/11/2010 2/9/2010 2/9/2010
1. Did the person answer the phone after the second ring? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
2. Did the person identify the name of the community? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
3. Did the person introduce himself or herself clearly? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 0 3 3 3 3 3 3 3 3 3 3
4. Did the person ask you what size apartment is needed? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
5. Did the person ask what date you needed the apartment? Yes (3) 3 3 3 3 0 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
6. Did the person ask you how many people would occupy the apartment? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
7. Did the person get your name and use it to personalize the conversation? Yes (3) 3 3 3 3 0 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
8. Did the person get your mailing address? Yes (5) 0 5 0 5 0 0 5 5 5 5 5 5 5 5 0 0 5 5 5 5 5 5 5 5
9. Did the person get your phone number? Yes (5) 5 5 5 5 0 0 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
10. Did the person ask you how you found out about the community? Yes (3) 3 3 3 3 0 0 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
11. Did the person ask why you are moving? Yes (3) 3 3 3 3 0 0 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
12. Did the person ask what features you are looking for in your new home? Yes (3) 3 3 3 3 0 0 3 3 3 3 3 3 3 3 0 3 3 3 3 3 3 3 3 3
13. Did the person ask who your current employer is and what your occupation is? Yes (3) 3 3 3 3 0 0 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
14. Did the person ask you if you had any pets? Yes (3) 3 3 3 3 0 0 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
15. Did the person talk about the community(16) and apt features(17) before giving the price? Yes (10) 10 10 10 10 0 0 10 10 10 10 10 10 10 10 0 10 0 10 10 10 0 10 10 10
16. Were you told about the Apartment features? Yes (10) 10 10 10 10 0 0 10 10 10 10 10 10 10 10 0 10 10 10 10 10 10 10 10 10
(ex: were you painted a visual picture of the property using words?)
17. Were you told about the community's features, amenities and services? Yes (10) 10 10 10 10 0 0 10 10 10 10 10 10 10 10 10 10 10 10 10 10 0 10 10 10
(ex: were you painted a visual picture of the property using words?)
18. Were you told about the area convienence's? Yes (5) 5 0 5 5 0 0 5 5 5 5 5 5 5 5 0 5 5 5 5 5 5 5 5 5
(ex: were you painted a visual picture of the property using words?)
19. Did the person invite you to the property today? Yes (3) 3 3 3 3 0 0 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
20. Did the person offer you directions to the property? Yes (3) 3 3 3 3 0 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
21. Did the person create a sense of urgency to visit or lease? Yes (3) 3 3 3 3 0 0 3 3 3 3 3 3 3 3 0 3 3 3 3 3 3 3 3 3
22. Was the call tracked? Yes (10) 10 10 10 10 10 0 0 10 10 0 10 10 0 10 0 10 10 10 0 10 10 10 0 10 Average
TOTAL 95 95 95 100 25 24 90 100 100 90 100 100 90 97 54 95 90 100 90 100 80 100 90 100 88

Notes:
SCORE
100 = Outstanding Job
99 - 90 = Average APM shop
89 - 80 = Below average APM shop
79 - 71 = Unsatisfactory
70 and Below = Fail
APM MONTHLY PHONE SHOP REPORT - FEBRUARY 2010 Name: Tammy Jennie Diane Samanthia Torri Tiffany Morgan Florin April Karina Keith Ashley
Caller was "Sara Foster" Property: Eaglewood Capitol Place Brooks Land. River Trail Addison Greens Highlands Sterling Pt. Monticello Dakota Sierra Meadows Tierra Pt.
Telephone technique questions pertaining to the person shopped: Date: 2/11/2010 2/11/2010 2/11/2010 2/10/2010 2/11/2010 2/11/2010 2/11/2010 2/11/2010 2/9/2010 2/11/2010 2/9/2010 2/9/2010
1. Did the person answer the phone after the second ring? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
2. Did the person identify the name of the community? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
3. Did the person introduce himself or herself clearly? Yes (3) 3 0 3 3 3 3 3 3 3 3 3 3
4. Did the person ask you what size apartment is needed? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
5. Did the person ask what date you needed the apartment? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
6. Did the person ask you how many people would occupy the apartment? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
7. Did the person get your name and use it to personalize the conversation? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
8. Did the person get your mailing address? Yes (5) 5 5 0 0 5 5 5 5 5 5 5 5
9. Did the person get your phone number? Yes (5) 5 5 5 5 5 5 5 5 5 5 5 5
10. Did the person ask you how you found out about the community? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
11. Did the person ask why you are moving? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
12. Did the person ask what features you are looking for in your new home? Yes (3) 3 3 0 3 3 3 3 3 3 3 3 3
13. Did the person ask who your current employer is and what your occupation is? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
14. Did the person ask you if you had any pets? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
15. Did the person talk about the community(16) and apt features(17) before giving the price? Yes (10) 10 10 0 10 0 10 10 10 0 10 10 10
16. Were you told about the Apartment features? Yes (10) 10 10 0 10 10 10 10 10 10 10 10 10
(ex: were you painted a visual picture of the property using words?)
17. Were you told about the community's features, amenities and services? Yes (10) 10 10 10 10 10 10 10 10 0 10 10 10
(ex: were you painted a visual picture of the property using words?)
18. Were you told about the area convienence's? Yes (5) 5 5 0 5 5 5 5 5 5 5 5 5
(ex: were you painted a visual picture of the property using words?)
19. Did the person invite you to the property today? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
20. Did the person offer you directions to the property? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
21. Did the person create a sense of urgency to visit or lease? Yes (3) 3 3 0 3 3 3 3 3 3 3 3 3
22. Was the call tracked? Yes (10) 0 10 0 10 10 10 0 10 10 10 0 10
TOTAL 90 97 54 95 90 100 90 100 80 100 90 100
Notes:
SCORE
100 = Outstanding Job - Award certificate and pin sent to employee Average
99 - 90 = Great Job - Average APM shop 88
89 - 80 = Good Job - Below average APM shop
79 - 71 = Satisfactory Job - Will be shopped again in one week
70 and Below = Unsatisfactory - May not answer the phone without additional training, will be shopped in two weeks
APM MONTHLY PHONE SHOP REPORT Name: Vivian Luai Heather Allison Jennifer Jennifer Annette Sara Allison Marina Jessica Terry Tammy Jennie Angie Christi Marcie Amy Morgan Florens Jene Jeremy Keith Ileana
Property: Northwind Marketplace Glenbrooke Cedarwest Autumn Run Woodmark Silver Springs Teton Grand Oaks Avalon Columbia Trails Laguna Eaglewood Capitol Place Brooks Land. River Trail Addison Greens Highlands Sterling Pt. Monticello Dakota Sierra Meadows Tierra Pt.
Telephone technique questions pertaining to the person shopped: Date: 3/11/2010 3/16/2010 3/1/2010 3/16/2010 3/12/2010 3/18/2010 3/10/2010 3/8/2010 3/17/2010 3/8/2010 3/17/2010 3/9/2010 3/17/2010 3/12/2010 3/12/2010 3/9/2010 3/1/2010 3/18/2010 3/18/2010 3/9/2010 3/8/2010 3/16/2010 3/8/2010 3/16/2010
1. Did the person answer the phone after the second ring? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
2. Did the person identify the name of the community? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
3. Did the person introduce himself or herself clearly? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
4. Did the person ask you what size apartment is needed? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
5. Did the person ask what date you needed the apartment? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
6. Did the person ask you how many people would occupy the apartment? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
7. Did the person get your name and use it to personalize the conversation? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
8. Did the person get your mailing address? Yes (5) 0 5 0 5 5 5 0 5 5 5 5 5 0 5 0 5 5 5 5 5 5 5 0 5
9. Did the person get your phone number? Yes (5) 5 5 5 5 5 5 5 0 5 5 5 0 5 5 5 5 5 5 5 5 5 5 5 5
10. Did the person ask you how you found out about the community? Yes (3) 3 3 3 0 3 3 0 0 3 3 3 0 0 3 3 3 3 3 3 0 0 3 3 3
11. Did the person ask why you are moving? Yes (3) 3 3 0 3 3 3 3 3 3 3 0 0 0 3 0 3 3 3 3 0 3 3 0 3
12. Did the person ask what features you are looking for in your new home? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 0 3 0 3 3 3 3 3 0 3 3 3
13. Did the person ask who your current employer is and what your occupation is? Yes (3) 3 3 3 3 3 3 3 3 3 3 0 0 0 3 0 3 3 3 0 3 3 3 3
14. Did the person ask you if you had any pets? Yes (3) 3 3 0 3 3 3 0 3 3 3 3 0 0 3 0 3 0 3 3 3 3 3 0 3
15. Did the person talk about the community(16) and apt features(17) before giving the price? Yes (10) 10 10 0 0 10 10 10 10 10 10 0 10 0 10 10 10 0 10 10 0 10 10 10 10
16. Were you told about the Apartment features? Yes (10) 10 10 0 10 10 0 0 0 10 10 10 10 0 10 5 10 0 10 10 10 10 10 10 10
(ex: were you painted a visual picture of the property using words?)
17. Were you told about the community's features, amenities and services? Yes (10) 10 10 0 0 10 10 0 0 10 10 10 10 0 10 10 10 10 10 10 10 0 10 10 10
(ex: were you painted a visual picture of the property using words?)
18. Were you told about the area convienence's? Yes (5) 0 5 0 0 5 5 0 0 5 0 5 5 0 5 5 5 5 5 5 5 0 5 0 5
(ex: were you painted a visual picture of the property using words?)
19. Did the person invite you to the property today? Yes (3) 3 3 0 3 3 3 3 3 3 3 3 3 3 3 0 3 3 3 3 3 3 3 3 3
20. Did the person offer you directions to the property? Yes (3) 0 3 0 3 3 3 3 3 3 3 3 0 3 3 0 3 0 3 3 3 0 3 0 3
21. Did the person create a sense of urgency to visit or lease? Yes (3) 3 3 0 3 3 3 0 3 3 3 3 3 0 3 0 3 0 3 3 0 3 3 3 3
22. Was the call tracked? Yes (10) 10 10 10 0 10 10 10 10 10 0 10 10 0 10 10 10 10 10 10 10 10 10 10 10 Average
TOTAL 87 100 45 62 100 90 61 67 100 85 84 80 32 100 69 100 71 97 100 78 76 100 81 100 82

Got points for not Tell more about the Gave price
telling the rent Gave price before apartment, had to be Careful how you away before
Sounded great amount but never talking about prompted to invide talk about the talking about
just did not talk talked about the community and prospect out so no points preferred employer community and
Notes: about community. Much better! property. apartment. given. program apartment.
SCORE
100 = Outstanding Job
99 - 90 = Average APM shop
89 - 80 = Below average APM shop
79 - 71 = Unsatisfactory
70 and Below = Fail

APM MONTHLY PHONE SHOP REPORT Name: Tammy Jennie Angie Christi Marcie Amy Morgan Florens Jene Jeremy Keith Ileana
Property: Eaglewood Capitol Place Brooks Land. River Trail Addison Greens Highlands Sterling Pt. Monticello Dakota Sierra Meadows Tierra Pt.
Telephone technique questions pertaining to the person shopped: Date: 3/17/2010 3/12/2010 3/12/2010 3/9/2010 3/1/2010 3/18/2010 3/18/2010 3/9/2010 3/8/2010 3/16/2010 3/8/2010 3/16/2010
1. Did the person answer the phone after the second ring? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
2. Did the person identify the name of the community? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
3. Did the person introduce himself or herself clearly? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
4. Did the person ask you what size apartment is needed? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
5. Did the person ask what date you needed the apartment? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
6. Did the person ask you how many people would occupy the apartment? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
7. Did the person get your name and use it to personalize the conversation? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3
8. Did the person get your mailing address? Yes (5) 0 5 0 5 5 5 5 5 5 5 0 5
9. Did the person get your phone number? Yes (5) 5 5 5 5 5 5 5 5 5 5 5 5
10. Did the person ask you how you found out about the community? Yes (3) 0 3 3 3 3 3 3 0 0 3 3 3
11. Did the person ask why you are moving? Yes (3) 0 3 0 3 3 3 3 0 3 3 0 3
12. Did the person ask what features you are looking for in your new home? Yes (3) 0 3 0 3 3 3 3 3 0 3 3 3
13. Did the person ask who your current employer is and what your occupation is? Yes (3) 0 3 0 3 3 3 0 3 3 3 3
14. Did the person ask you if you had any pets? Yes (3) 0 3 0 3 0 3 3 3 3 3 0 3
15. Did the person talk about the community(16) and apt features(17) before giving the price? Yes (10) 0 10 10 10 0 10 10 0 10 10 10 10
16. Were you told about the Apartment features? Yes (10) 0 10 5 10 0 10 10 10 10 10 10 10
(ex: were you painted a visual picture of the property using words?)
17. Were you told about the community's features, amenities and services? Yes (10) 0 10 10 10 10 10 10 10 0 10 10 10
(ex: were you painted a visual picture of the property using words?)
18. Were you told about the area convienence's? Yes (5) 0 5 5 5 5 5 5 5 0 5 0 5
(ex: were you painted a visual picture of the property using words?)
19. Did the person invite you to the property today? Yes (3) 3 3 0 3 3 3 3 3 3 3 3 3
20. Did the person offer you directions to the property? Yes (3) 3 3 0 3 0 3 3 3 0 3 0 3
21. Did the person create a sense of urgency to visit or lease? Yes (3) 0 3 0 3 0 3 3 0 3 3 3 3
22. Was the call tracked? Yes (10) 0 10 10 10 10 10 10 10 10 10 10 10
TOTAL 32 100 69 100 71 97 100 78 76 100 81 100
Tell more about the Careful how
apartment, had to you talk about Gave price away
be prompted to the preferred before talking about
invide prospect out employer community and
Notes: so no points given. program apartment.
SCORE
100 = Outstanding Job - Award certificate and pin sent to employee Average
99 - 90 = Great Job - Average APM shop 82
89 - 80 = Good Job - Below average APM shop
79 - 71 = Satisfactory Job - Will be shopped again in one week
70 and Below = Unsatisfactory - May not answer the phone without additional training, will be shopped in two weeks
APM MONTHLY PHONE SHOP REPORT Name: Vivian Laui Heather Allison Jennifer Jennifer Danielle Sara Allison Marina Jessica Terry Nicky Carrie Karina Christi Natashia Ashley Morgan Raquel Lara Brandee Danielle Ileana
Property: Northwind Marketplace Glenbrooke Cedarwest Autumn Run Woodmark Silver Springs Teton Grand Oaks Avalon Columbia Trails Laguna Eaglewood Capitol Place Brooks Land. River Trail Addison Greens Highlands Sterling Pt. Monticello Dakota Sierra Meadows Tierra Pt.
Telephone technique questions pertaining to the person shopped: Date: 4/27/2010 4/26/2010 4/27/2010 4/26/2010 4/21/2010 4/26/2010 4/23/2010 4/22/2010 4/17/2010 4/19/2010 4/20/2010 4/19/2010 4/29/2010 4/26/2010 4/20/2010 4/26/2010 4/19/2010 4/29/2010 4/29/2010 4/26/2010 4/22/2010 4/23/2010 4/28/2010 4/19/2010
1. Did the person answer the phone after the second ring? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
2. Did the person identify the name of the community? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
3. Did the person introduce himself or herself clearly? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
4. Did the person ask you what size apartment is needed? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
5. Did the person ask what date you needed the apartment? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
6. Did the person ask you how many people would occupy the apartment? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
7. Did the person get your name and use it to personalize the conversation? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 0 3 3 3 3 3 3 3 3 3 0 3 3
8. Did the person get your mailing address? Yes (5) 5 5 5 5 5 0 5 0 5 5 5 5 5 5 5 5 0 5 5 5 5 0 5 5
9. Did the person get your phone number? Yes (5) 5 5 5 5 5 5 5 5 5 5 5 0 5 5 5 5 5 5 5 5 5 0 5 5
10. Did the person ask you how you found out about the community? Yes (3) 3 3 3 3 3 3 3 3 3 3 0 0 3 3 3 3 3 3 3 3 3 3 3 3
11. Did the person ask why you are moving? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 0 3 3 3 3 0 3 3
12. Did the person ask what features you are looking for in your new home? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 0 3 3
13. Did the person ask who your current employer is and what your occupation is? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
14. Did the person ask you if you had any pets? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 0 0 3 3
15. Did the person talk about the community(16) and apt features(17) before giving the price? Yes (10) 10 10 10 0 10 10 10 10 10 10 10 0 10 0 10 10 0 10 10 10 10 10 10 10
16. Were you told about the Apartment features? Yes (10) 10 10 10 10 10 10 10 10 10 10 10 0 10 5 10 10 0 10 10 10 10 10 10 10
(ex: were you painted a visual picture of the property using words?)
17. Were you told about the community's features, amenities and services? Yes (10) 10 10 10 10 10 10 10 10 10 10 10 0 10 10 10 10 0 10 10 10 10 10 10 10
(ex: were you painted a visual picture of the property using words?)
18. Were you told about the area convienence's? Yes (5) 0 5 5 5 5 5 5 5 5 5 5 0 5 5 5 5 0 5 5 5 5 0 5 5
(ex: were you painted a visual picture of the property using words?)
19. Did the person invite you to the property today? Yes (3) 0 3 0 3 3 3 3 3 3 3 3 0 3 3 3 3 3 3 3 3 0 0 3 3
20. Did the person offer you directions to the property? Yes (3) 3 3 3 0 3 0 3 3 3 3 3 0 3 3 3 3 3 3 3 3 3 0 3 3
21. Did the person create a sense of urgency to visit or lease? Yes (3) 3 3 3 3 3 0 3 3 3 3 0 0 3 3 3 0 0 3 0 3 3 0 3 3
22. Was the call tracked? Yes (10) 10 10 5 10 10 10 10 0 10 10 10 10 10 10 0 10 10 10 10 10 10 0 10 10 Average
TOTAL 92 100 92 87 100 89 100 85 100 100 94 45 100 85 90 97 54 100 97 100 94 54 100 100 90

Got her name at

Tracked as the end, did not
apartments.com Great job! Guy ask her to come
should have been will be working on Call not tracked. in today. Told her Told me the
apartment guide. Do Sounded great on the Dam project Very knowledgeable about the Tell more about the floorplan name.
not qualify over the the phone, call and overqualified, about community, did preferred apartment, told the Very sweet on the Asked for
phone, all the talk lasted over 6 min. Jennifer did a Great job! Told her a great job. Very employer price before giving phone! Great name towards
about money is Did not tell her wonderful job at the end that he friendly and outgoing. program and then the details about the personality. Nice the end, did
confusing. Did not about community helping him with had been evicted Used address Great job talking told her she did apartment and the job creating not ask for tour
Notes: Great job! Great job! invite out today. before giving price. other options. Good Job before. selling!! Great job! about Facebook! Nice job not qualify. Great job! property. Did not track call Great job! Terminated 4/30/10 urgency! Nice job! Great Job! Good Job! today. Great job! Great Job!
SCORE
100 = Outstanding Job
99 - 90 = Average APM shop
89 - 80 = Below average APM shop
79 - 71 = Unsatisfactory
70 and Below = Fail
APM MONTHLY PHONE SHOP REPORT Name: Duane Luai Ciera Christina Brian Jennifer Danielle Tonya Allison Michael Camielle Florins Nicky Erica Angie Christi Torri Amy Thalia Racquel Lara Nabrina Danielle Ileana
Property: Northwind Marketplace Glenbrooke Cedarwest Autumn Run Woodmark Silver Springs Teton Grand Oaks Avalon Columbia Trails Laguna Eaglewood Capitol Place Brooks Land. River Trail Addison Greens Highlands Sterling Pt. Monticello Dakota Sierra Meadows Tierra Pt.
Telephone technique questions pertaining to the person shopped: Date: 5/1/2010 5/25/2010 5/20/2010 5/11/2010 5/13/2010 5/24/2010 5/21/2010 5/21/2010 5/25/2010 5/26/2010 5/25/2010 5/10/2010 5/26/2010 5/25/2010 5/26/2010 5/14/2010 5/19/2010 5/21/2010 5/27/2010 5/19/2010 5/25/2010 5/25/2010 5/25/2010 5/20/2010
1. Did the person answer the phone after the second ring? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
2. Did the person identify the name of the community? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
3. Did the person introduce himself or herself clearly? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
4. Did the person ask you what size apartment is needed? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
5. Did the person ask what date you needed the apartment? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
6. Did the person ask you how many people would occupy the apartment? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
7. Did the person get your name and use it to personalize the conversation? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
8. Did the person get your mailing address? Yes (5) 0 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
9. Did the person get your phone number? Yes (5) 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
10. Did the person ask you how you found out about the community? Yes (3) 3 3 3 3 3 3 3 0 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
11. Did the person ask why you are moving? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
12. Did the person ask what features you are looking for in your new home? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
13. Did the person ask who your current employer is and what your occupation is? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
14. Did the person ask you if you had any pets? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
15. Did the person talk about the community(16) and apt features(17) before giving the price? Yes (10) 10 10 10 10 10 10 10 10 10 10 10 10 10 0 10 10 5 10 10 10 10 0 10 10
16. Were you told about the Apartment features? Yes (10) 10 10 10 10 10 10 10 10 10 10 10 10 10 0 10 10 10 10 10 10 10 10 10 10
(ex: were you painted a visual picture of the property using words?)
17. Were you told about the community's features, amenities and services? Yes (10) 10 10 10 10 10 10 10 10 10 10 10 10 10 0 10 10 5 10 10 10 10 0 10 10
(ex: were you painted a visual picture of the property using words?)
18. Were you told about the area convienence's? Yes (5) 0 5 5 5 5 0 5 5 5 5 5 0 5 5 5 5 5 5 0 5 5 0 5 5
(ex: were you painted a visual picture of the property using words?)
19. Did the person invite you to the property today? Yes (3) 3 3 0 3 3 3 3 3 3 3 3 3 3 0 3 3 3 3 3 3 3 0 3 3
20. Did the person offer you directions to the property? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 0 3 3 3 3 3
21. Did the person create a sense of urgency to visit or lease? Yes (3) 3 3 0 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
22. Was the call tracked? Yes (10) 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 Average
TOTAL 90 100 94 100 100 95 100 97 100 100 100 95 100 67 100 100 90 100 92 100 100 72 100 100 96

Told about fitness

center and pool GREAT JOB Did not ask her
Did not invite in only, tell more ADDRESS to come in
Notes: GREAT JOB!! today GREAT JOB!! GREAT JOB!! GREAT JOB!! GREAT JOB!! GREAT JOB!! GREAT JOB!! GREAT JOB!! Did not invite today. GREAT JOB!! GREAT JOB!! about amenities. GREAT JOB!!! SELLING GREAT JOB!! GREAT JOB!! today. GREAT JOB!! GREAT JOB!!!
SCORE
100 = Outstanding Job
99 - 90 = Average APM shop
89 - 80 = Below average APM shop
79 - 71 = Unsatisfactory
70 and Below = Fail
APM MONTHLY PHONE SHOP REPORT Name: Duane Irena Heather Christina Jennifer Mikko Ciara Sara Allison Mike Elise Angela Nicky Jessica Ranay Christi Tara Belinda Morgan Racquel April Nabrina Danielle Ashley
Property: Northwind Marketplace Glenbrooke Cedarwest Autumn Run Woodmark Silver Springs Teton Grand Oaks Avalon Columbia Trails Laguna Eaglewood Capitol Place Brooks Land. River Trail Addison Greens Highlands Sterling Pt. Monticello Dakota Sierra Meadows Tierra Pt.
Telephone technique questions pertaining to the person shopped: Date: 6/10/2010 6/10/2010 6/10/2010 6/11/2010 6/15/2010 6/11/2010 6/10/2010 6/15/2010 6/10/2010 6/15/2010 6/15/2010 6/10/2010 6/15/2010 6/15/2010 6/14/2010 6/10/2010 6/11/2010 6/11/2010 6/13/2010 6/10/2010 6/12/2010 6/15/2010 6/10/2010 6/11/2010
1. Did the person answer the phone after the second ring? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
2. Did the person identify the name of the community? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
3. Did the person introduce himself or herself clearly? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
4. Did the person ask you what size apartment is needed? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
5. Did the person ask what date you needed the apartment? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
6. Did the person ask you how many people would occupy the apartment? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
7. Did the person get your name and use it to personalize the conversation? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
8. Did the person get your mailing address? Yes (5) 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
9. Did the person get your phone number? Yes (5) 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
10. Did the person ask you how you found out about the community? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
11. Did the person ask why you are moving? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
12. Did the person ask what features you are looking for in your new home? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 0 3 3 3 3 3 3 3 3
13. Did the person ask who your current employer is and what your occupation is? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 0 3 3
14. Did the person ask you if you had any pets? Yes (3) 3 3 3 0 3 3 3 3 3 3 3 3 3 3 3 3 3 0 3 3 3 3 3 3
15. Did the person talk about the community(16) and apt features(17) before giving the price? Yes (10) 10 10 10 10 10 10 10 10 10 0 10 10 0 0 10 10 10 10 10 10 0 10 10 10
16. Were you told about the Apartment features? Yes (10) 10 10 10 10 10 10 10 10 10 10 10 10 0 10 10 10 10 10 10 10 10 10 10 10
(ex: were you painted a visual picture of the property using words?)
17. Were you told about the community's features, amenities and services? Yes (10) 10 10 10 10 10 10 10 10 10 0 10 10 10 10 10 10 10 10 10 10 0 10 10 10
(ex: were you painted a visual picture of the property using words?)
18. Were you told about the area convienence's? Yes (5) 5 5 0 5 5 5 0 5 5 0 5 5 5 5 5 5 5 5 5 5 5 5 5 0
(ex: were you painted a visual picture of the property using words?)
19. Did the person invite you to the property today? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
20. Did the person offer you directions to the property? Yes (3) 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 0 3 3 3 3 3
21. Did the person create a sense of urgency to visit or lease? Yes (3) 3 0 3 0 3 3 3 3 3 0 0 3 3 3 0 3 0 0 3 0 0 3 3 3
22. Was the call tracked? Yes (10) 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 Average
TOTAL 100 97 95 94 100 100 95 100 100 72 97 100 80 90 97 97 97 94 97 97 77 97 100 95 95

Sounded great on
the phone just did She told about the
not tell about the property but did not talk Only told about
property and great about the apartments playground since I
location. Told before giving the price. I said I had young kids.
about the asked her the sqft to try Did not talk about the
apartment and then and prompt her and she property before telling
told price. I called told the size and that me the price. I called
him as Hannah was it. I called her as her as Stephanie
Notes: GREAT JOB! Nice work! Nice work! Nice work! GREAT JOB! GREAT JOB! Nice work! GREAT JOB! GREAT JOB! Vanwye. Nice work! GREAT JOB! Hannah Vanwye. Nice work! Nice work! Nice work! Nice work! Nice work! Nice work! Vanwye. Nice work! GREAT JOB! Nice work!
SCORE
100 = Outstanding Job
99 - 90 = Average APM shop
89 - 80 = Below average APM shop
79 - 71 = Unsatisfactory
70 and Below = Fail
APM MONTHLY PHONE SHOP REPORT

Telephone technique questions pertaining to the person shopped:

1. Did the person answer the phone after the second ring?
2. Did the person identify the name of the community?
3. Did the person introduce himself or herself clearly?
4. Did the person ask you what size apartment is needed?
5. Did the person ask what date you needed the apartment?
6. Did the person ask you how many people would occupy the apartment?
7. Did the person get your name and use it to personalize the conversation?
8. Did the person get your mailing address?
9. Did the person get your phone number?
10. Did the person ask you how you found out about the community?
11. Did the person ask why you are moving?
12. Did the person ask what features you are looking for in your new home?
13. Did the person ask who your current employer is and what your occupation is?
14. Did the person ask you if you had any pets?
15. Did the person talk about the community(16) and apt features(17) before giving the price?
16. Were you told about the Apartment features?
(ex: were you painted a visual picture of the property using words?)
17. Were you told about the community's features, amenities and services?
(ex: were you painted a visual picture of the property using words?)
18. Were you told about the area convienence's?
(ex: were you painted a visual picture of the property using words?)
19. Did the person invite you to the property today?
20. Did the person offer you directions to the property?
21. Did the person create a sense of urgency to visit or lease?
22. Was the call tracked?

SCORE
100 = Outstanding Job
99 - 90 = Average APM shop
89 - 80 = Below average APM shop
79 - 71 = Unsatisfactory
70 and Below = Fail
 Name: Dawn Irena Tabbitha Christina
Property: Northwind Marketplace Glenbrooke Cedarwest
Date: 7/19/2010 7/20/2010 7/6/2010 7/20/2010
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (5) 0 5 0 0
Yes (5) 5 5 5 5
Yes (3) 3 3 3 3
Yes (3) 0 3 3 3
Yes (3) 0 3 3 3
Yes (3) 0 3 3 0
Yes (3) 3 3 0 3
Yes (10) 0 10 10 0
Yes (10) 10 10 10 10

Yes (10) 10 10 10 0

Yes (5) 0 0 5 5

Yes (3) 3 3 0 0
Yes (3) 3 3 0 0
Yes (3) 0 3 0 3
Yes (10) 10 10 0 10
TOTAL 68 95 73 66

Notes: Training 8/2/10 Nice job

 Jennifer Jennifer Billy Kristen Veronica Marina
Autumn Run Woodmark Silver Springs Teton Grand Oaks Avalon
7/27/2010 7/26/2010 7/20/2010 7/21/2010 7/19/2010 7/20/2010
3 3 3 3 3 3
3 3 3 3 3 3
3 3 3 3 3 3
3 3 3 3 3 3
3 3 3 3 3 3
3 3 3 3 3 3
3 3 3 3 3 3
5 0 5 0 5 5
0 5 5 5 5 5
3 3 0 3 3 3
3 3 3 3 3 3
3 3 3 3 3 3
3 3 3 3 3 3
3 3 3 3 3 3
10 10 0 0 10 10
10 10 0 0 10 10

10 10 0 10 10 10

5 0 5 0 5 0

3 3 3 0 3 3
0 3 3 3 3 3
0 3 3 3 3 3
10 10 10 0 10 10
89 90 67 57 100 95

Nice job FAIL-TERMINATE GREAT JOB Nice job

 Camille Tracy Nicky Erica Angie
Columbia Trails Laguna Eaglewood Capitol Place Brooks Land.
7/22/2010 7/26/2010 7/22/2010 7/28/2010 7/28/2010
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
0 0 5 0 5
5 5 5 5 5
3 0 3 0 0
3 0 3 3 3
3 3 3 3 3
3 0 3 3 3
3 3 3 3 3
10 10 0 10 10
10 10 5 10 10

10 10 5 10 10

5 5 5 5 5

3 3 3 3 3
3 0 3 0 3
3 0 3 0 3
10 0 10 0 10
95 70 80 76 97

Do not ask
"Can I tell you
about the
apartment
and Did not tell
community." enough about
What if they apartment and
Nice job say no? community. Training 8/2/10 Nice job
 Samanthia Tara Amy Thalia Amanda
River Trail Addison Greens Highlands Sterling Pt. Monticello
7/5/2010 7/27/2010 7/14/2010 7/28/2010 7/24/2010
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
5 0 0 5 5
5 5 5 5 5
0 3 0 3 3
3 3 3 0 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
0 10 0 0 10
10 10 10 0 10

0 10 0 10 10

0 0 0 5 5

3 3 0 3 3
3 3 0 3 3
0 3 0 3 0
5 0 10 10 10
64 80 58 77 97

Tracked as
apartments.com should
be apartment guide. FAIL-
FAIL-TERMINATE TERMINATE Training 7/29/10 Nice job
 Lara Jeremy Danielle Ileana
Dakota Sierra Meadows Tierra Pt.
7/27/2010 7/19/2010 7/26/2010 7/19/2010
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
5 5 5 5
5 5 5 5
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
10 10 10 10
10 10 10 10

10 10 10 10

5 5 5 5

3 3 3 3
3 3 3 3
3 3 3 3
10 10 10 10 Average
100 100 100 100 83

GREAT JOB GREAT JOB GREAT JOB GREAT JOB

APM MONTHLY PHONE SHOP REPORT

Telephone technique questions pertaining to the person shopped:

1. Did the person answer the phone after the second ring?
2. Did the person identify the name of the community?
3. Did the person introduce himself or herself clearly?
4. Did the person ask you what size apartment is needed?
5. Did the person ask what date you needed the apartment?
6. Did the person ask you how many people would occupy the apartment?
7. Did the person get your name and use it to personalize the conversation?
8. Did the person get your mailing address?
9. Did the person get your phone number?
10. Did the person ask you how you found out about the community?
11. Did the person ask why you are moving?
12. Did the person ask what features you are looking for in your new home?
13. Did the person ask who your current employer is and what your occupation is?
14. Did the person ask you if you had any pets?
15. Did the person talk about the community(16) and apt features(17) before giving the price?
16. Were you told about the Apartment features?
(ex: were you painted a visual picture of the property using words?)
17. Were you told about the community's features, amenities and services?
(ex: were you painted a visual picture of the property using words?)
18. Were you told about the area convienence's?
(ex: were you painted a visual picture of the property using words?)
19. Did the person invite you to the property today?
20. Did the person offer you directions to the property?
21. Did the person create a sense of urgency to visit or lease?
22. Was the call tracked?

SCORE
100 = Outstanding Job
99 - 90 = Average APM shop
89 - 80 = Below average APM shop
79 - 71 = Unsatisfactory
70 and Below = Fail
 Name: Vivian Vanessa Annette Kay
Property: Northwind Marketplace Glenbrooke Cedarwest
Date: 8/26/2010 8/26/2010 8/30/2010 8/26/2010
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (3) 0 3 3 3
Yes (3) 3 3 3 3
Yes (5) 0 5 0 5
Yes (5) 5 5 5 5
Yes (3) 0 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 0 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (10) 10 10 0 10
Yes (10) 10 10 0 10

Yes (10) 10 10 10 10

Yes (5) 0 5 0 5

Yes (3) 0 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (10) 10 10 10 10
TOTAL 81 100 67 100

Annette did not

control the
conversation, told
price before talking
Did not invite out about apartment and
Notes: today. GREAT JOB! community. GREAT JOB!
 Tammy Jennifer
Autumn Run Woodmark Silver Springs
8/19/2010 8/31/2010
3 3
3 3
3 3
3 3
3 3
3 3
3 3
5 5
0 5
3 3
3 3
3 3
0 3
3 3
0 10
0 10
10 10
5 5
3 3
3 3
3 3
10 10
72 100
Sounded great
on the phone
just missed a
few items, tell
about the Did not ask about that was it. We set time to see appt for
apartment! GREAT JOB!! coming in today
Ciara Tonya
Teton
8/23/2010 8/31/2010
3 3
3 3
3 3
3 3
3 3
3 3
3 3
5 0
5 5
3 3
3 3
3 3
3 3
3 3
10 0
10 10
10 0
0 0
0 3
3 3
3 0
10 10
92 67
I called her as there were no recorded
calls. (Nancy) She did wonderful and told
about apartment and then just told the
price without talking about the
community. She was nice, asked if I had
any other questions so I asked about
WST. She answered and I kind of waited
to see if she was going to continue but
tomorrow at 10am.
 Allison Christina
Grand Oaks Avalon Columbia Trails
8/26/2010 8/23/2010
3 3
3 3
3 3
3 3
3 3
3 3
3 3
5 5
5 5
3 3
3 0
3 3
3 0
3 3
10 10
10 10
Elise Tracy Shawna Jessica
Laguna Eaglewood Capitol Place
8/30/2010 8/30/2010 8/31/2010 8/17/2010
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
0 0 0 5
5 5 5 0
3 3 0 3
3 0 3 3
3 3 3 3
3 3 3 0
3 3 3 0
0 10 10 0
10 10 10 10

10 10 10 10 10 0

5 5 5 0 5 5

3 3 3 3 3 0
3 3 3 0 3 3
3 3 0 0 3 3
10 10 5 10 10 10
100 94 77 81 92 66

Need to track as
apartment guide,
there is a prompt
before the call starts.
I gave 1/2 because
Nice job, lady said DB and
sounded great on then apartment Don't forget to talk
GREAT JOB! the phone! guide. Nice job about community!
 Ranay Samantha Tara Jessica Morgan
Brooks Land. River Trail Addison Greens Highlands Sterling Pt.
8/17/2010 8/11/2010 8/28/2010 8/20/2010 8/17/2010
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 0 3 3 3
3 3 3 3 3
5 0 5 0 5
5 5 5 5 5
3 0 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
0 3 3 3 3
10 0 10 10 10
10 10 10 10 10

10 0 10 10 10

5 0 5 0 5

3 0 3 3 3
3 0 3 0 3
3 0 3 0 3
10 0 10 10 10
97 45 100 84 100

Did not invite today, told

price before talking
Nice job about community. GREAT JOB!! GREAT JOB!
 Racquel Amber Jeremy Lauren Ileana
Monticello Dakota Sierra Meadows Tierra Pt.
8/20/2010 8/16/2010 8/30/2010 8/26/2010 8/26/2010
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
5 5 5 5 5
5 5 5 5 5
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
10 10 10 10 10
10 10 10 10 10

10 10 10 10 10

5 5 5 5 5

3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
10 5 10 10 10 Average
100 95 100 100 100 88

Rentals.com is
apartmentguide.com
please track as
GREAT JOB! apartmentguide GREAT JOB! GREAT JOB! GREAT JOB!
APM MONTHLY PHONE SHOP REPORT
Shopper was "Stephanie Collins"
Telephone technique questions pertaining to the person shopped:
1. Did the person answer the phone after the second ring?
2. Did the person identify the name of the community?
3. Did the person introduce himself or herself clearly?
4. Did the person ask you what size apartment is needed?
5. Did the person ask what date you needed the apartment?
6. Did the person ask you how many people would occupy the apartment?
7. Did the person get your name and use it to personalize the conversation?
8. Did the person get your mailing address?
9. Did the person get your phone number?
10. Did the person ask you how you found out about the community?
11. Did the person ask why you are moving?
12. Did the person ask what features you are looking for in your new home?
13. Did the person ask who your current employer is and what your occupation is?
14. Did the person ask you if you had any pets?
15. Did the person talk about the community(16) and apt features(17) before giving the price?
16. Were you told about the Apartment features?
(ex: were you painted a visual picture of the property using words?)
17. Were you told about the community's features, amenities and services?
(ex: were you painted a visual picture of the property using words?)
18. Were you told about the area convienence's?
(ex: were you painted a visual picture of the property using words?)
19. Did the person invite you to the property today?
20. Did the person offer you directions to the property?
21. Did the person create a sense of urgency to visit or lease?
22. Was the call tracked?

SCORE
100 = Outstanding Job
99 - 90 = Average APM shop
89 - 80 = Below average APM shop
79 - 71 = Unsatisfactory
70 and Below = Fail
 Name: Dawn Jessica Annette Kay
Property: Northwind Marketplace Glenbrooke Cedarwest
Date: 9/16/2010 9/16/2010 9/16/2010 9/16/2010
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (5) 0 5 0 5
Yes (5) 5 5 5 5
Yes (3) 3 3 3 3
Yes (3) 0 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (10) 10 10 10 10
Yes (10) 10 10 10 10

Yes (10) 10 10 10 10

Yes (5) 5 5 5 5

Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (3) 3 3 3 3
Yes (10) 0 10 5 10
TOTAL 82 100 90 100

Should have been

Notes: tracked as CL
 Tammy Maria Billy Tayna Allison Amanda
Autumn Run Woodmark Silver Springs Teton Grand Oaks Avalon
9/16/2010 9/16/2010 9/16/2010 9/16/2010 9/16/2010 9/16/2010
3 3 3 3 3 3
3 3 3 3 3 3
3 3 3 3 3 3
3 3 3 3 3 3
3 3 3 3 3 3
3 3 3 3 3 3
3 3 3 3 3 3
5 5 0 0 5 5
5 5 5 5 5 5
3 3 3 3 3 3
3 3 3 0 3 3
3 3 3 3 3 3
3 0 3 3 3 0
3 0 3 3 3 3
10 10 0 10 10 10
10 10 10 10 10 10

10 10 10 10 10 10

5 5 5 5 5 5

3 3 3 3 3 3
3 3 3 3 3 3
3 3 3 3 3 0
10 10 0 10 10 10
100 94 75 92 100 94

Told price before

telling about
community, did not
track.
 Elise Amanda Shawna Erica Renee
Columbia Trails Laguna Eaglewood Capitol Place Brooks Land.
9/16/2010 9/16/2010 9/16/2010 9/16/2010 9/16/2010
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
3 0 3 3 3
3 3 3 3 3
5 0 0 0 5
5 5 5 5 5
3 3 3 3 3
3 0 3 0 3
3 3 3 3 3
3 3 3 3 3
3 3 3 3 3
10 10 10 0 10
10 10 10 10 10

10 10 10 10 10

5 5 5 5 5

3 3 3 3 3
3 3 3 3 3
3 0 3 3 3
10 10 10 10 0
100 86 95 82 90
 Briana Tara Jessica Florins
River Trail Addison Greens Highlands Sterling Pt. Monticello
9/16/2010 9/16/2010 9/16/2010 9/16/2010 9/16/2010
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
5 5 5 5
5 5 5 5
3 3 0 3
3 3 0 3
3 3 3 3
3 3 3 3
3 3 3 3
10 10 10 10
10 10 10 10

10 10 10 10

5 5
3
3 3
0 3
0 3
0 10
87 100
5 5
3 3
0 3
3 3
0 10
81 0 100

Tried calling them

at least 40 times
over the last two
days and no one is
answering.
 Amber Christi Amanda Ileana
Dakota Sierra Meadows Tierra Pt.
9/16/2010 9/16/2010 9/16/2010 9/16/2010
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
3 3 3 3
5 5 5 5
5 5 5 5
3 3 3 3
3 3 3 3
3 3 3 3
3 0 0 3
3 3 3 3
10 0 0 10
10 0 10 10

10 0 10 10

5 0 5 5

3 3 3 3
3 3 3 3
3 0 3 3
10 0 10 10 Average
100 49 87 100 91