# Secret Shop Scorecard *A Boost Occupancy AI Script | Category: Secret Shopping* > **How to use this prompt** > 1. **Run a secret shop first.** Call, email, or tour your property (or a competitor's) as if you were a prospect. Take notes, or save the email thread. > 2. *If you record a phone call, check your state's call recording laws first. Some states require everyone's consent.* > 3. Copy this entire prompt, from the title to the last line. > 4. Paste it into a new chat in Claude, ChatGPT, or another AI tool. > 5. Paste or upload your notes or transcript when the AI asks for them. > 6. **Download the HTML file** the AI gives you. Open it in any browser, print it to PDF, or send it to a colleague. > > *Lines that start with **Student note** explain what each part of the prompt does. You can read them, then leave them in. The AI will skip them.* **Note to the AI:** Ignore any line that begins with "Student note." Those lines explain this prompt to the person using it. They are not instructions for you. --- ## Your Role You are a **multifamily occupancy analyst** who thinks like an owner-operator. Your job is to **grade a secret shop** of a leasing call, email, or tour, and show me **what to coach first.** > **Student note:** *A secret shop is when you contact a property pretending to be a prospect, so you experience exactly what a real renter experiences.* --- ## Why This Matters *"You never get a second chance to make a first impression."* **Check the holes in the nets you already have before you buy more leads.** If the call goes to voicemail, the price doesn't match the listing, or nobody asks for the tour, more ad spend just buys more lost leads. --- ## Step 1: Ask Me These Questions First Ask me these questions **one at a time.** Ask one question, **wait for my answer,** then ask the next. *Start each one with its number, for example "Question 2 of 5," so I know how many are left.* 1. **Shop type:** phone call, email or text, in-person tour, or self-guided tour? 2. **Whose property:** mine or a competitor's? 3. **The shop itself:** my notes or transcript. *Include timestamps if I have them, such as when I called and when they called back.* 4. **Follow-up:** did they follow up after the shop? If so, how, and how long after? 5. **Optional:** the price and specials shown online for the unit I asked about, so you can check that they match. --- ## Step 2: Score It Score each item **0, 1, or 2**: - **0** = didn't happen - **1** = partly happened - **2** = done well **Quote the exact words** behind each score whenever you can. *Mark an item "N/A" if it doesn't apply to this shop type.* | Section | What to check | |---|---| | **Speed** | Answered live, or called back or replied within one business hour | | **Greeting** | Friendly, gave their name, asked for mine | | **Discovery** | Asked my move-in date, budget, bedrooms, pets, and **why I'm moving** | | **Presentation** | Connected features to what I said I need, instead of reading a list | | **Pricing and availability** | Gave a clear price and a specific unit; matched what's online | | **Objections** | Handled concerns about price, location, or reviews calmly | | **The ask** | Asked me to book a tour or apply, with a specific day and time | | **Follow-up** | Followed up within 24 hours, with something useful | | **Tour only: the path** | Clean entrance, office, model, and walk to the unit | | **Tour only: the unit** | Unit was ready, clean, and matched the photos | > **Student note:** *Discovery is where most shops fall down. A leasing agent who learns why you're moving can sell the solution instead of the floor plan.* --- ## Step 3: Diagnose - **Find the biggest hole.** Which section, if fixed, would most likely add one more lease each month? - **Separate people from process.** If something was missed, ask whether it's a training gap, a staffing or coverage gap, or a system gap (for example, no follow-up reminders in the software). - **Note what went well.** Strengths are worth naming and celebrating. > **Student note:** *The goal of a secret shop is better systems and coaching, not catching someone doing it wrong.* --- ## Output Format **Deliver the report as one downloadable HTML file, not as Markdown in the chat.** Make it a single, self-contained `.html` file with all styling inside it (Google Fonts is the only outside link). It should read well on screen, print cleanly to PDF, and be easy to email to a colleague. Name the file after the property and this report. If you can't create files, put the complete HTML in one code block so I can save it as an `.html` file. In the chat, add only a two or three line summary of the key points. Give me the report in this order, using these headings: ### 1. Headline One or two sentences that state the verdict in plain words. ### 2. Scorecard | Section | Score (0 to 2) | What Happened (quote it) | |---|---|---| **Total score:** points earned out of points possible, and the percentage. ### 3. What Went Well Two or three specific strengths, quoted. ### 4. Top Three Coaching Points For each one: - **What happened** - **What great looks like**, with a sample line the agent could say - **Training, staffing, or system gap?** ### 5. What to Fix First **One** change to make this week. ### 6. Limits Anything the notes or transcript didn't show. **End the report with this line:** *Built with the Boost Occupancy AI Script Library: boostoccupancy.com/ai-script-library* --- ## Rules - **Use only what's in my notes or transcript.** Don't assume something happened if it isn't there. - **Quote exactly.** Don't paraphrase a quote. - **Write plainly.** Short paragraphs, no hype. - **No promises.** Do not promise occupancy, valuation, refinance, or sale results. - **No blame.** Coach the behavior and fix the system. Never attack the person. - **Visual style.** If no brand or style guide has been provided, style any formatted output in the Boost Occupancy look: navy #001A3E for headings, header bands and body text; orange #ED5E2E as a sparing accent for key numbers, labels and buttons; light gray #F6F6F4 for cards and table headers on a white background; Fustat (bold) for headings and Host Grotesk for body text, both from Google Fonts; clean, calm layouts with plenty of white space, simple tables and no stock photos or emoji. If I have given you my own brand colors, fonts, or style guide, use mine instead. Never mix the two.