4324 N. Beltline Road, Suite C105, Irving, TX75038 (972) 256-3767 www.epmsonline.

com

, Authorized By: Company Name: Summary Telephone Professional: Date Called: Time Called: Length of Call: On-Site Professional: Date Visited: Time Visited: Length of Visit: Weather Conditions: Telephone Greeting Identifying Needs Demonstrating Closing On-Site Total Total Score Multifamily Industry Benchmark Special Instructions:

Shopping Report Score Possible Points 100 20 20 30 30 100 200 100 Earned Percentage Points 0 0 0 0 0 0 0 0 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 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:

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Pets: Number of occupants: Reason for moving: Special needs or preferences:

4324 N. Beltline Road, Suite C105, Irving, TX75038 (972) 256-3767 www.epmsonline.com Community: Telephone Professional: Date: On-site Professional:

Executive Summary 1 2 3 4 5 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 Telephone Greeting Identifying Needs Demonstrating Closing On-Site Total Total Score Multifamily Industry Benchmark 100 20 20 30 30 100 200 100 Earned Points 0 0 0 0 0 0 0 0 Percentage 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 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

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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. Telephone - 100 points possible Other Calls: 01 Did the Leasing Professional answer with the name of the community? Exact Greeting: Yes Yes Yes Yes No No No No N/A N/A N/A N/A 0/3 0/3 0/3 0/3 Yes No N/A 0/3 Score: 0|0.0%

02 Did the Leasing Professional identify him/herself? 03 Did the Leasing Professional obtain your name during the telephone presentation? 04 Did the Leasing Professional effectively use your name in conversation? 05 Did the Leasing Professional convey a warm and inviting attitude? Please explain.

06 Did the Leasing Professional ask for your telephone number?

Yes

No

N/A

0/15

06a Did the Leasing Professional ask for additional contact information? * * Mailing address Email address Yes Yes Yes No No No N/A N/A N/A 0/3 0/25 Yes Yes Yes Yes Yes Yes Yes No No No No No No No N/A N/A N/A N/A N/A N/A N/A 0/3 0/5 0/5 0/5 0/5 0/5

07 Did the Leasing Professional ask how you knew the community? 08 Did the Leasing Professional determine any of the following? a b c d e Size apartment Move-in date Number of occupants Pets Specific needs (i.e. w/d connections, up/downstairs, fireplace, etc.)

09 Did the Leasing Professional suggest you visit the community website or company website? 10 Did the Leasing Professional describe apartment features and/or community amenities? Please explain.

11 Did the Leasing Professional create a sense of urgency?

Yes

No

N/A

0/3

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12 Did the Leasing Professional discuss/explain the income guidelines? 13 Was the waiting list procedure explained to you? 14 Did the Leasing Professional invite you to view the community and be placed on a waiting list? 15 Did the Leasing Professional try to set a specific appointment? Please explain.

Yes Yes Yes Yes

No No No No

N/A N/A N/A N/A

0/3 0/2 0/3 0/15

16 Did the Leasing Professional offer directions to the community? 17 Based on the Leasing Professional's presentation, were you motivated to visit the community? Community Information 01 Did you easily locate the community? 02 Were the main community signs clear, visible and in good condition? 03 Were there adequate signs directing you to the leasing office/information center? 04 Were the lawns and landscaping neat and trim, and free of all trash? 05 Was the general appearance of the parking area in good condition and free of trash? 06 Were the community amenities you saw (i.e. pool, tennis courts, etc.) clean, attractive and well maintained? 07 Was the leasing office clean, neat, and orderly? 08 Did the leasing office communicate warmth and welcome? 09 Was your first impression of the community and curb appeal a positive one? Community Comments: Telephone Comments:

Yes Yes

No No

N/A N/A

0/3 0/10

Yes Yes Yes Yes Yes Yes Yes Yes Yes

No No No No No No No No No N/A

Greeting - 20 points possible 01 Did the Leasing Professional greet you with a smile, or if busy, acknowledge you immediately? 02 Did the Leasing Professional stand to greet you? 03 Did the Leasing Professional shake your hand? 04 Exact greeting: Yes Yes Yes

Score: 0|0.0% No No No 0/2 0/2 0/2

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05 Did the Leasing Professional introduce him/herself? 06 Did the Leasing Professional obtain your name during the visit? 07 Did the Leasing Professional continue to use your name in the conversation? 08 Did the Leasing Professional ask you to sit down? 09 Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you? 10 Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? What was the Leasing Professional wearing?

Yes Yes Yes Yes Yes

No No No No No

0/2 0/2 0/1 0/2 0/5

Yes

No

0/2

11 Did the Leasing Professional wear a nametag? 12 Did the Leasing Professional remember your telephone call? 13 Did the Leasing Professional have previous information on you readily available? 14 If the phone agent was out, was someone else able to help you from the information previously taken over the phone? Identifying Needs - 20 points possible 01 Was a guest card completed on paper or electronically (i.e. information entered into a computer)? By whom? Please explain.

Yes Yes Yes Yes

No No No No N/A N/A N/A

Greeting Comments:

Score: 0|0.0% Yes No 0/2

02 Did the Leasing Professional determine how you knew the community? 03 Did the Leasing Professional identify any of the following? a b c d e f g h 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

Yes

No

0/2 0/8

Yes Yes Yes Yes Yes Yes Yes Yes Yes

No No No No No No No No No

0/1 0/1 0/1 0/1 0/1 0/1 0/1 0/1 0/2

04 Did the Leasing Professional ask why you were moving?

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05 Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, color, etc.)? 06 Did the Leasing Professional create rapport while attempting to determine your needs? Please explain.

Yes Yes

No No

0/2 0/2

07 Did the Leasing Professional request proper identification before taking you to the apartment and/or community? 08 When you asked if this was a low income property, how did the Leasing Professional respond? Demonstrating - 30 points possible Did you view an apartment (i.e. model, vacant, occupied, or office apartment, etc.)? Please explain. Identifying Needs Comments:

Yes

No

N/A

0/2

Score: 0|0.0% Yes No

(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 Yes Yes Yes No No No N/A N/A N/A 0/3 0/1 0/2

01 Did the Leasing Professional take control and lead with enthusiasm? 02 Did the Leasing Professional take a scenic, yet convenient route to the apartment? 03 Did the Leasing Professional initiate and carry on a friendly conversation as you walked to and from the apartment? Please explain.

04 Did the Leasing Professional mention the professional management? 05 Did the Leasing Professional discuss and/or point out amenities and facilities of the community? Please explain.

Yes Yes

No No

N/A N/A

0/3 0/4

06 Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences? 07 Were you shown: Model Occupied Vacant Office/Apt What apartment number(s) were shown to you?

Yes

No

N/A

0/1

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08 Did the Leasing Professional show an apartment that was clean, made ready, and comfortable in temperature? If not, please explain.

Yes

No

N/A

0/4

09 Did the Leasing Professional mention benefits for the apartment features s/he demonstrated? Please explain.

Yes

No

N/A

0/4

10 Did the Leasing Professional get you actively involved in the tour? 11 Did the Leasing Professional point out advantages you said were important? 12 Did the Leasing Professional effectively overcome your objection(s)? Please explain.

Yes Yes Yes

No No No

N/A N/A N/A

0/1 0/2 0/4

13 Did the Leasing Professional begin asking closing questions early in the presentation? Please explain.

Yes

No

N/A

0/1

Section Two Yes Yes Yes Yes Yes Yes Yes No No No No No No No N/A N/A N/A N/A N/A N/A N/A 0/30 0/5 0/4 0/6 0/3 0/6 0/6

14 If an apartment was not shown, did the Leasing Professional attempt any of the following? a b c d e f 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? Closing - 30 points possible 01 Did the Leasing Professional invite you back to the office following the tour of the apartment and/or community? 02 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.)? Comment on your objection and his/her response:

Demonstrating Comments:

Score: 0|0.0% Yes Yes Yes No No No N/A 0/1 0/1

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03 Ask you to fill out the application? 04 Did the Leasing Professional create a sense of urgency? 05 Did the Leasing Professional attempt any of the following closes? a b c 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:

Yes Yes

No No

0/5 0/2 0/4

Yes Yes Yes

No No No

0/2 0/2 0/2

*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. Yes Yes No No N/A 0/2

06 Did the Leasing Professional explain the application process? 07 Did the Leasing Professional explain the waiting list procedure? 08 What was your reason for not leasing at this time? What was the Leasing Professional's response?

09 Did the Leasing Professional attempt to schedule another visit to the community? Please explain.

Yes

No

0/2

10 Were you provided an application and information on qualifying criteria? 11 Did the Leasing Professional provide you with any promotional materials (i.e. business card, brochure, floor plan, etc)? 12 Did the Leasing Professional suggest you visit the community website or company website? 13 Based on the Leasing Professional's presentation, would you have leased an apartment? 14 If unable to meet your needs, did the Leasing Professional refer you to another community? 15 Did the Leasing Professional do or say anything to make your visit "extraordinarily" memorable? Fair Housing/Crime/Other Supplement 01 Did the Leasing Professional say or do anything to discourage you from leasing due to any issues that could have been perceived as discriminatory? If so, please explain.

Yes Yes Yes Yes Yes Yes

No No No No No No N/A

0/2 0/1

0/10

Closing Comments:

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02 When you asked, "What type of people live here?", how did the Leasing Professional respond? 03 When you asked, "How safe is it here?", how did the Leasing Professional respond? 04 What term was used to describe renters during your call and visit? Please select ALL that apply. Residents Tenants

05 What term was used to describe the complex during your call and visit? Please select ALL that apply. Property Community Complex

06 What term was used to describe the apartment during your call and visit? Please select ALL that apply. The Customer Experience Unit Apartment Apartment home

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 to rent 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 score of 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:

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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 2 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 N/A - Not Applicable 3 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 N/A - Not Applicable 4 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 N/A - Not Applicable 5 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! about me. Customized - genuinely cared about meeting my needs -- making it all

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Adequate - tailored to an extent but also general in nature Mediocre - very little effort made. Unsuccessful - waste of my time and theirs N/A - Not Applicable 6 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 N/A - Not Applicable 7 Based on my experience, the thought of calling this community 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 N/A - Not Applicable 8 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. N/A - Not Applicable 9 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

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Unsatisfied - shopping for a new place to live Miserable - would not be happy living here N/A - Not Applicable 10 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 N/A - Not Applicable SHOPPING REPORT FOLLOW-UP FORM Community: Telephone Professional: On-Site Professional: 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: Date of Evaluation: Telephone Score: On-Site Score: Total Score:

0.0% 0.0% 0.0%

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 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? Is a follow-up report needed? Yes No Review completed by: _______________________________ R. M. signature: ____________________________________ Leasing Professional's signature: ________________________ PLEASE RETURN THIS FORM TO YOUR REGIONAL MANAGER. If yes, when? Date: _____________ Date: ________________ Date: ________________ ________________

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