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Report For Tatiana Yindelyn Estrada at Vistas of Annandale

Report For Tatiana Yindelyn Estrada at Vistas of Annandale

0%
Current Score
93.9%
Average Score
  • 94%
    11-9-2020
    • 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 listed under the "Details" of this shop. You will use the following format: AREA CODE + PHONE NUMBER (ex: 2013993020). Your call will connect and be recorded. You will be calling the leasing agent's cell phone. The leasing agent answers with the name of the property management company not the community because they represent more than one community.

The Onsite Visit must be recorded using the Free SMART RECORDER Phone App. Please download this to your phone.

Please review the price points on the company's website at https://www.ross-companies.com

Office Hours: Monday to Friday, 8 AM to 5 PM; Saturday 10 AM to 5 PM; Sunday 12 PM to 4 PM

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

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 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: Tatiana Yindelyn Estrada
  • JOB#: 3064_1023203819
  • Shopper Name: Teri Murphy
  • Property Name: Vistas of Annandale
  • Address: 7931 Patriot Drive, Annandale, VA, USA
  • Shop Date: 11/9/2020

General Questions

  • Date of Phone Call: 11/7/2010
  • Time of Phone Call: 10:18 AM
  • Length of Phone Call: 7:59 minutes
  • Date of Onsite Tour Visit: 11/9/2020
  • Time of Onsite Tour Visit: 11:00 AM
  • Length of Onsite Tour Visit: 40:00 minutes
  • SHOPPER INFORMATION :
  • Shopper Name Given : Teresa Morgan
  • Shopper's phone number given: 301-599-1394
  • Shopper's email address given: purr_pillow@yahoo.com
  • How you heard about the property: On-Line/Apartments.com
  • Apartment size needed: Two bedroom
  • Date home needed: End of November
  • Pets: No
  • Number of occupants: Two
  • Reason for moving: Want to be closer to husband's work
  • Special preferences or needs: Washer and dryer in unit
  • Where you shown a model and/or a vacant?: Yes
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  • 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
  • EXECUTIVE SUMMARY:
  • Leasing Professional's overall attitude and impression: Tatiana was extremely professional, friendly and easy to interact with.
  • Leasing Professional's strongest points: Tatiana was an exceptionally strong sales person. She was well spoken, professional, very personable, and knowledgeable about the apartments she is representing.
  • Leasing Professional's weakest points: Tatiana was a strong leasing agent; Although, she did not follow up with me after my visit.
  • Overall Comments: Tatiana was exceptional. She asked all the right questions, gave a nice tour of the apartment and community, and chatted easily with me and found out things about me and my wants and needs in a conversational, easy way.

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.Yes1/1
  • 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?Yes1/1
  • 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 convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes5/5
  •  Total: 16/16
    16
    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?:

Tatiana answered the phone promptly and identified both herself and Vistas of Annandale. She conveyed a very warm and inviting attitude during our conversation. She was very well spoken and seemed knowledgeable about the apartments she is representing. Based on her friendliness, I was looking forward to meeting her in person. She did not use my name in our conversation on the phone.

Telephone Identifying Needs

  • 1. Did the Leasing Professional determine apartment size?Yes3/3
  • 2. Did the Leasing Professional determine move-in date?Yes3/3
  • 3. Did the Leasing Professional determine if you had any pets?Yes3/3
  • 4. Did the Leasing Professional determine your price range?Yes3/3
  • 5. Did the Leasing Professional ask your reason for moving?Yes3/3
  •  Total: 15/15
    15
    100

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

Tatiana quickly determined that I wanted a two-bedroom apartment for my husband and me, and that we would like to move in before the end of the month. She had a 2-bedroom/1-bath available the end of November that went for $1,616. She said that was the only one she had between now and December. Everything else would be opening up mid-December. I said I could push it to December, but the one currently available might be ideal. Tatiana did talk about the apartments available in December and painted a nice picture of these units. She asked if I had a floor preference and I said I did not want to be on the first floor.

Telephone Demonstration

  • 1. 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
  • 2. Did the Leasing Professional create a sense of urgency?Yes2/2
  • 3. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?No0/0
  • 4. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 11/11
    11
    100

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

Tatiana did not go into many details during our phone conversation regarding the apartment features or the community amenities. She did create urgency because she is only going to have one 2-bedroom apartment available in November. Otherwise, I'd have to wait until December to move in. She did not offer a virtual tour, but she did invite me in for an in-person tour of the 1-bedroom model.

Telephone Close

  • 1. 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
  • 2. 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? No0/0
  •  Total: 3/3
    3
    100

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

Tatiana scheduled an in-person tour for me to come in and see a one-bedroom model and to see the community itself. She did not email me to confirm the appointment, nor did she talk about a virtual tour.

Telephone Follow-Up

  • 1. Did the Leasing Professional ask for your telephone number? Yes8/8
  • 2. Did the Leasing Professional ask for your email?Yes8/8
  •  Total: 16/16
    16
    100

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

Tatiana asked for all of my contact information.

Onsite Greeting

  • 1. 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
  • 2. Was the Leasing Professional prepared for your visit based on the information gathered from you during the phone call?Yes5/5
  • 3. Did leasing consultant practice social distancing?Yes1/1
  • 4. Was personal protective equipment offered to you as the prospect?N/A0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

Tatiana warmly welcomed me with a smile and made a great first impression. She was professional, friendly, and easy to talk to. She was well prepared for our meeting. She practiced social distancing and the office was well prepared against COVID-19 with plenty of plexiglass all around to protect everyone. I was not offered any protective equipment, but then again I was already wearing a mask.

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 price range or budget?Yes1/1
  • 4. Did the Leasing Professional confirm if you have any pets?Yes1/1
  • 5. Did the Leasing Professional discuss the floor plans creatively describing features of the apartment?Yes3/3
  • 6. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes4/4
  •  Total: 11/11
    11
    100

Comments on the Identifying Needs :

Tatiana confirmed all of the right questions regarding size of apartment, date of move-in, price and occupants. She was well prepared from our previous phone call. We talked about pets and she went over the pet policy. As we toured the apartment, she nicely described the benefits and features of the unit. She asked if I had any preference for location as this one was located on the 4th floor. I said I just didn't want to be on the ground floor as I explained to her and she accommodated my need.

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 of the apartment? (Please explain in the comment box at the end of the section.)Yes4/4
  • 5. Did the Leasing Professional discuss 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 appear knowledgeable about the community?Yes2/2
  • 9. Did the Leasing Professional point out advantages you stated were important to you?Yes3/3
  • 10. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 34/34
    34
    100

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

Tatiana confirmed all of the right questions regarding size of apartment, date of move-in, price and occupants. She was well prepared from our phone call. We talked about pets and she went over the pet policy. As we toured the apartment, she described the benefits and features of the unit. She asked if I had any preference for location as this one was located on the 4th floor. I said I just didn't want to be on the ground floor.

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. Yes9/9
  • 2. Did the Leasing Professional mention current specials?Yes0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?Yes0/0
  • 4. Based on the Leasing Professional's presentation, would you have leased an apartment?Yes15/15
  • 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.)Yes0/0
  • 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
  •  Total: 32/32
    32
    100

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.):

Based on Tatiana's presentation today, I would definitely want to lease an apartment from her. She genuinely seemed concerned that if I did not fill out an application online quickly then I might lose out on the one apartment she would have available. She was extraordinary and memorable because she seemed to go that extra step to help me find the apartment I needed. She took the time to chat with me and dig a little deeper to get to know me. She was great. She just did not attempt to schedule a follow up phone call.

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? No0/0
  •  Total: 0/0
    0
    NAN

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

I mentioned I currently lived next door to a bunch of young and loud neighbors who partied all the time. Tatiana was sympathetic to my distress, but could not tell me about my new neighbors. She assured me that if I had a problem like this at Vistas of Annandale, the problem would be quickly resolved. She stated that they rent to anyone who meets the requirements of the community.

Follow Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?No0/10
  •  Total: 0/10
    0
    0

Comments:

Tatiana did not follow up with me after my visit.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 90%
Total Score: 0%

General Questions