Report For Joseph Maldonado at The Morgan

Current Score

93.03%

Average Score

93%
6-18-2020

25%50%75%100%

Shop Description

THE PHONE CALL MUST BE RECORDED USING THE FOLLOWING PROCESS: The Shopper will Dial access number: (201) 215-6812 and enter the PIN: 403868673. Then wait for the dial tone. The Shopper will manually dial the phone number you wish to call using format: AREA CODE + PHONE NUMBER (ex: 2013993020). Your call will connect and be recorded.

DUE TO COVID-19 YOU MUST MAKE AN APPOINTMENT AND ADHERE TO THE CDC GUIDELINES OUTLINED ON YOUR SHOPPER DASHBOARD UNDER DOWNLOADS.

Office Hours: Mon-Fri: 9AM-5PM; Saturday: 10AM-3PM.

PLEASE READ THE NEW CLIENT REQUIREMENTS ON YOUR SHOPPER DASHBOARD. These jobs are IMMEDIATE ASSIGNMENTS. If the job is unassigned to your Shopper Dashboard before the Shop Date you selected then you will be informed in an email or text.

THE PHONE CALL AND ONSITE VISIT MUST BE AUDIO RECORDED. PLEASE READ the MAMS Tutorial on the Shopper Dashboard for instructions. It is mandatory that you read the MAMS Tutorial along with the MAMS Phone and Onsite Script. All instructions must be followed for the completion of a report and to be paid. You must upload the FREE "Smart Recorder" app to your Smart Phone to record the onsite experience.

The company that manages this property utilizes a special database to track information on all callers/guests. As a result, if you have called or visited another property managed by this company in the past (whether for a shop or as an actual prospect), your contact information will be saved in their system. When the leasing professional attempts to enter your information during the telephone call OR onsite visit, they will be notified of WHICH other properties you have visited and WHEN. This can be an immediate red flag that you are a shopper!

To preserve your identity as a shopper, MAMS requires that you alter your contact information as follows for this shop: Nickname or variation of your name - (Ex: Tina = Christina, Chrissy, Chris, etc.). You can make up a middle name and say you go by it, or you can use a different last name if you can say you were married/divorced.

If you have visited this property in the past at any time please do not go back to the same property.

Performance Evaluations

Information

Agent: Joseph Maldonado
JOB#: 21351_031220353
Shopper Name: Abimbola Otugalu
Property Name: The Morgan
Address: 12000 Chase Crossing Cir, North Bethesda, MD 20852, USA
Shop Date: 6/18/2020

General Questions

Date of Phone Call: 6/18/2020
Time of Phone Call: 2:45 PM
Length of Phone Call: 10:11 minutes
Date of Onsite Tour Visit: 6/20/2020
Time of Onsite Tour Visit: 11:30 AM
Length of Onsite Tour Visit: 30 minutes
SHOPPER INFORMATION :
Shopper Name Given : Abi Otugalu
Shopper's phone number given: 240-233-4348
Shopper's email address given: bim.otugalu@gmail.com
How you heard about the property: apartments.com
Apartment size needed: two bedroom two bath
Date home needed: July 8
Pets: No
Number of occupants: 2
Reason for moving: lease ending/ moving closer to work
Special preferences or needs: quiet neighborhood, lots of living space, washer dryer, closet space, natural light and fitness center
Where you shown a model and/or a vacant?: vacant
A NOTE ABOUT OUR SCORING SYSTEM::
OUTSTANDING : 95% TO 100%
ABOVE AVERAGE: 88% TO 94.9%
AVERAGE: 78% TO 87.9%
BELOW AVERAGE: 77.9% OR BELOW
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EXECUTIVE SUMMARY:
Leasing Professional's overall attitude and impression: Joseph seemed more than willing to help me and he was very knowledgeable.
Leasing Professional's strongest points: Joseph was thorough during the demonstration and he was very knowledgeable about the community. He was easy-going and he had good communication skills. He was very attentive.
Leasing Professional's weakest points: Joe should provide more details about the application process and security deposit. This would have led to him asking me to apply.
Overall Comments: I enjoyed my visit to the community. The grounds and landscaping were well maintained. the vacant I viewed was clean and I had a good idea of what living in the community would be like. Joe communicated well with me. He made our conversation very engaging. I felt like I was talking to my best friend. He was professional throughout our interaction as well as very knowledgeable about the community.

Uploaded Materials

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Telephone Greeting

1. Were you able to reach a Leasing Professional on your first attempt? Please state in the comment box the dates and times you called before you were able to speak to a Leasing Professional.Yes5/5
2. If you had to leave a voice message was your call returned within 2 hours? If no, please tell us in the comment box how many times you called and did not receive a live person and/or how many times you left a message. Please let us know if you received a call back at all?N/A5/5
3. Did the Leasing Professional answer with the name of the community? (State the exact greeting in the comment box at the end of the section).Yes3/3
4. Did the Leasing Professional identify him/herself?Yes3/3
5. Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
6. Did the Leasing Professional effectively use your name in conversation? (If so, please state in the comment box how many times they used your name in conversation)Yes3/3
7. Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
8. Did the Leasing Professional ask how you knew about the community?Yes3/3

Total: 28/28
28
100

Telephone Greeting Comments (Please provide the Telephone Greeting in the comment box below. Explain all your "No" or "NA" answers.) How many rings before the Leasing Professional picked up?:

The phone was answered on the second ring by a male who clearly identified himself and the property by saying, "Thank you for calling The Morgan, Joseph speaking how may I assist you?" He immediately obtained my name and used it during conversation. His tone was friendly and inviting. He was easy to have a conversation with him. He also asked how I knew about the community, I provided him with that information as well.

Telephone Identifying Needs

9. Did the Leasing Professional determine apartment size?Yes3/3
10. Did the Leasing Professional determine move-in date?Yes3/3
11. Did the Leasing Professional determine number of occupants?Yes3/3
12. Did the Leasing Professional determine if you had any pets?Yes3/3
13. Did the Leasing Professional determine your price range?No0/3
14. Did the Leasing Professional determine specific preferences (i.e. w/d connections, up/downstairs, fireplace)?Yes3/3
15. Did the Leasing Professional ask your reason for moving?No0/3

Total: 15/21
15
71.43

Telephone Qualifying Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Joseph did a good job identifying my needs through conversation. He determined the number of occupants, if I had pets, my move-in date, apartment-size and special preferences. I provided him with all that information as well. He didn't determine my reason for moving or price range during the phone call.

Telephone Demonstration

16. Did the Leasing Professional ask open ended questions to identify your specific needs and wants in a new home? (i.e. "What are you looking for in a new home?" or "Describe your ideal apartment home?").Yes5/5
17. Did the Leasing Professional review the apartment features and benefits (fireplace, washer/dryer, storage, etc.).Yes4/4
18. Did the Leasing Professional describe community features, benefits, and/or amenities?Yes4/4
19. Did the Leasing Professional create a sense of urgency?Yes2/2
20. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?N/A3/3
21. Did the Leasing Professional control the conversation?Yes4/4

Total: 22/22
22
100

Telephone Demonstration Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Urgency was created by Joseph when he reminded me that my move-in date was around the corner and a decision should be made sooner than later. He was in totally in control of the conversation. He described the apartment as having a gas-fireplace, on third floor, washer/dryer in unit, dishwasher, balcony and about 1,200 square. feet of space. He also described community features such as the surrounding area, gated-community, pool, community room and detached parking garages. I was not offered a virtual tour but I was offered an in-person visit.

Telephone Close

22. Did the Leasing Professional attempt to schedule a specific time for a onsite tour? If a onsite tour was not scheduled then only fill out the telephone portion of this shop report.Yes3/3
23. After you scheduled an onsite tour did a Leasing Professional follow-up with you within the same business day with an email confirming the appointment? Yes4/4
24. If the Leasing Professional did not recommend or offer a virtual tour did they attempt to close in another way. (Please explain in the comment box below how the Leasing Professional attempted to close in another way.) N/A5/5

Total: 12/12
12
100

Telephone Closing Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

An in-person tour was scheduled for a specific time.

Telephone Follow-Up

25. Did the Leasing Professional ask for your telephone number? Yes13/13
26. Did the Leasing Professional ask for your email?Yes4/4

Total: 17/17
17
100

Telephone Follow-Up Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

The leasing professional requested my phone number and email during the call.

Onsite Greeting

2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?Yes10/10
3. Was the Leasing Professional prepared for your visit based on the information gathered from you during the phone call?No0/5
4. Did leasing consultant practice social distancing?Yes1/1
5. Was personal protective equipment offered to you as the prospect?Yes0/0

Total: 11/16
11
68.75

Comments (Please explain in detail your experience.):

Joseph opened the door for me and immediately greeted me. He welcome me to the community and asked how he could be of assistance. I told him I had an appointment and he questioned whether it was made online or through an agent. He seemed a little surprise. I informed him that I made the appointment with him, he then looked me up in the system and confirmed I was meeting him. There was hand sanitizer and masks available in multiple areas around the leasing office.

Onsite Identifying Needs

1. Did the Leasing Professional confirm size of apartment you needed?Yes1/1
2. Did the Leasing Professional confirm your move-in date?Yes1/1
3. Did the Leasing Professional confirm number of occupants?Yes1/1
4. Did the Leasing Professional confirm price range or budget?No0/1
5. Did the Leasing Professional confirm if you have any pets?Yes1/1
6. Did the Leasing Professional discuss the floor plans creatively describing features and benefits of the apartment?Yes3/3
7. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes4/4

Total: 11/12
11
91.67

Comments on the Identifying Needs :

Joseph took a few minutes to review our phone conversation which included the move-in date and size of apartment. He provided a print out of the floor plan and used it to describe the unit he had in mind for me. He showed the difference between what he was showing today versus what I will be receiving. He discussed the features/amenities of the unit in great detail as well. He went through each living space and explained what was available such as ample kitchen cabinets and great closet space. He also reviewed my specific needs and preferences as well.

Onsite Demonstrating

1. Did the Leasing Professional walk you through a model or a vacant at a steady and desirable pace?Yes4/4
2. Did the Leasing Professional try to learn more about you throughout the tour by actively involving you in conversation?Yes4/4
3. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes5/5
4. Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)Yes4/4
5. Did the Leasing Professional discuss features and benefits of the community amenities? (Please explain in the comment box at the end of the section.)Yes4/4
6. Did the Leasing Professional show an apartment that was clean and made ready? If not, please explain in the comment box at the end of the section. Yes1/1
7. Did the Leasing Professional effectively overcome your objection(s)? What was your objection and how did the Leasing Specialist respond? Please explain in the comment box at the end of the section. Yes4/4
8. Did the Leasing Professional begin asking closing questions early in the presentation? Please explain in the comment box at the end of the section. Yes2/2
9. Did the Leasing Professional appear knowledgeable about the community?Yes2/2
10. Did the Leasing Professional point out advantages you stated were important to you?Yes3/3
11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3

Total: 36/36
36
100

Comments on the Demonstration (Please describe your experience while virtually touring with community with the Leasing Professional.):

Joseph did a decent job of showing the vacant unit. Again he showed the differences between the floor plan I will be applying for versus what I was viewing. He was enthusiastic and he had a great understanding of what I was looking for and pointed out my preferences. He asked how I liked the apartment to see if I was ready to apply. He did overcome my objections, I wasn't impressed with the closet space. He informed me the unit I was looking into had more closet space. As I walked through the unit, he answered all my questions and described the apartment. He provided lots of information about the community, he was very knowledgeable. He had a few pictures of the floor plan he wanted me to lease that he showed off of his phone.

Onsite Closing

1. Did the Leasing Professional create a "strong" sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. Yes7/7
2. Did the Leasing Professional mention current specials?No0/0
3. Did the Leasing Professional ask you to lease the apartment today online?N/A0/0
4. Based on the Leasing Professional's presentation, would you have leased an apartment?Yes8/8
5. Did the Leasing Professional do or say anything to make your visit "extraordinarily" memorable? (Please explain in the comment box at the end of the section.)No0/2
6. Did the Leasing Professional try to overcome your reason for not leasing today?Yes4/4
7. Did the Leasing Professional attempt to close on you more than once?Yes4/4
8. Did the Leasing Professional attempt to schedule a follow up phone call?Yes2/2

Total: 25/27
25
92.59

Closing Comments (Please explain all the details of how the Leasing Professional attempted to close you at the end of the onsite visit. Also, explain your reason for not leasing that same day.):

Joseph created a sense of urgency by reminding me that my move-in date was around the corner and that I needed to see the actual vacant. He offered to set up a virtual tour when it was available. He mentioned this a couple of times. He believed that if I see the other floor plan that I will lease right away, so he informed me that he would try to have it ready by mid-week. He didn't mention any current specials. He presented a likable community and a floor plan that satisfied my needs, I would have definitely leased based on his presentation.

Fair Housing

1. Did the Leasing Professional say or do anything to discourage you from leasing due to any issues that could have been perceived as discriminatory? Yes0/0

Total: 0/0
0
NAN

Comment (This is mandatory that you answer question #3 in the Comment Box).:

Nothing was said to discourage me from leasing nor did I find anything to be discriminatory.

Follow Up

1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?Yes10/10

Total: 10/10
10
100

Comments:

I received a follow-up email.

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Report For Joseph Maldonado at The Morgan

Report For Joseph Maldonado at The Morgan

Shop Description

Performance Evaluations

Information

General Questions

Uploaded Materials

Print / Make PDF

Telephone Greeting

Telephone Greeting Comments (Please provide the Telephone Greeting in the comment box below. Explain all your "No" or "NA" answers.) How many rings before the Leasing Professional picked up?:

Telephone Identifying Needs

Telephone Qualifying Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Telephone Demonstration

Telephone Demonstration Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Telephone Close

Telephone Closing Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Telephone Follow-Up

Telephone Follow-Up Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Onsite Greeting

Comments (Please explain in detail your experience.):

Onsite Identifying Needs

Comments on the Identifying Needs :

Onsite Demonstrating

Comments on the Demonstration (Please describe your experience while virtually touring with community with the Leasing Professional.):

Onsite Closing

Closing Comments (Please explain all the details of how the Leasing Professional attempted to close you at the end of the onsite visit. Also, explain your reason for not leasing that same day.):

Fair Housing

Comment (This is mandatory that you answer question #3 in the Comment Box).:

Follow Up

Comments:

Performance Evaluation

General Questions