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Report For Dislaynet Santana at New Carrollton Woods

Report For Dislaynet Santana at New Carrollton Woods

0%
Current Score
75.12%
Average Score
  • 75%
    07-28-2020
    • 25%50%75%100%

Shop Description

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

Need Spanish Speaking Shopper for this community. Report will be written in English. Office Hours: Monday to Friday 9 AM to 3 PM and Saturday 10 AM to 3 PM.

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.



LEASE 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: Dislaynet Santana
  • JOB#: 7716_031220224
  • Shopper Name: Sophia Gilmore
  • Property Name: New Carrollton Woods
  • Address: 6285 Fernwood Terrace, Riverdale, MD 20737, USA
  • Shop Date: 07-28-2020

General Questions

  • Date of Phone Call: 8/04/2020
  • Time of Phone Call: 12:23 PM
  • Length of Phone Call: 6:11 minutes
  • Date of Onsite Tour Visit: 7/28/2020
  • Time of Onsite Tour Visit: 12:30 PM
  • Length of Onsite Tour Visit: 11:42 minutes
  • SHOPPER INFORMATION :
  • Phone Shopper's Name Given : Tina (No last name given)
  • Phone Shopper's phone number given: 301-245-3515
  • Phone Shopper's email address given: Agent did not ask for email address over the phone
  • Onsite Shopper's name given: Sophia Gilmore
  • Onsite Shopper's phone number given: 301-383-7247
  • Onsite Shopper's email address given: Strengthside2019@gmail.com
  • How you heard about the property: Website
  • Apartment size needed: 1 bedroom
  • Date home needed: 30 days or less
  • Pets: No
  • Number of occupants: 3
  • Reason for moving: Family we live with said we must leave.
  • Special preferences or needs: Closet space
  • Where you shown a model and/or a vacant?: Vacant
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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: Dislaynet was professional and friendly.
  • Leasing Professional's strongest points: Dislaynet was upbeat. She was confident in her delivery of what she had available and she was thorough in demonstrating the apartment.
  • Leasing Professional's weakest points: During the phone conversation, Dislaynet did not ask the prospect when she needed to move. The prospect originally stated that she needed a one-bedroom not a studio. Dislaynet focused on what she had currently available and did not ask if that would be a deal breaker since she didn’t have a one-bedroom to offer. Dislaynet did not use open-ended questions to probe more about the prospect’s apartment search to get to the true objection of why she would not lease that same day. Dislaynet did not follow-up after the onsite visit.
  • Overall Comments: Overall, Dislaynet provided me all the information I needed to make an informed decision.

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?:

Preface: The phone call from the original shopper was not recorded so the phone call was re-done by a 2nd shopper.

After the first ring... The Dislaynet answered with the name of the property and she introduced herself. She spoke very fast so it was a challenge to decipher what she said; However, she had a pleasant tone. She asked who she had the pleasure of speaking with today and I gave her my first name.

Telephone Identifying Needs

  • 9. Did the Leasing Professional determine apartment size?Yes3/3
  • 10. Did the Leasing Professional determine move-in date?No0/3
  • 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?Yes3/3
  • 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.) :

Dislaynet did not ask me when I was moving and we did not discuss price; However, I told her I was looking online so the prices are posted. Points given for question #13. She did not ask my reason for moving.

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?No0/4
  • 19. Did the Leasing Professional create a sense of urgency?No0/2
  • 20. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?No0/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 13/22
    13
    59.09

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

I asked Dislaynet if they had a one-bedroom available. She said she had a studio available and she asked if I had anything specific, I was seeking. I made the comment that the studio may be quite small so I asked if it had a dishwasher. Dislaynet said it did not have a dishwasher but she did tell me it came with a microwave and stove. I told her I was looking online and she clarified it was just the studio and not the garden studio. She did not ask me when I was moving or offer any upcoming availability. She did not highlight any community amenities.

Dislaynet used my name often in conversation and she asked for my phone number in case we got disconnected. She asked how I heard about them, if I had any pets, and how many occupants. and I told her I found their website, I have a dog, and it would just be me. She asked if I was familiar with the area and I told her I was familiar. She invited me in for a tour. We agreed on Friday, August 7th at 10:00 AM. She asked if I had any other questions. She confirmed our time and we said our goodbyes.

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? No0/4
  • 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: 8/12
    8
    66.67

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

Dislaynet invited me in for a tour for the end of the week but she did not ask for my email address so I did not receive an email confirming our appointment for Friday, August 7th.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes13/13
  • 26. Did the Leasing Professional ask for your email?No0/4
  •  Total: 13/17
    13
    76.47

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

Dislaynet did ask for my telephone number but not my email address.

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?Yes5/5
  • 4. Did leasing consultant practice social distancing?Yes1/1
  • 5. Was personal protective equipment offered to you as the prospect?No0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

I entered the leasing office and Dislaynet greeted me with a smile and she asked if I was Sophy. I looked at her and smiled and asked if she was Dislaynet. She helped me pronounce her name. She immediately said she needed two IDs and I told her I had one ID. She showed me the floor plan of the apartment we would be viewing. She asked me when I was looking to move and I told her within the next 30 days.

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?Yes1/1
  • 5. Did the Leasing Professional confirm if you have any pets?No0/1
  • 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 :

Dislaynet covered all of these questions over the phone. She did not recap them in person. As soon as I entered the leasing office she took my ID and we started the tour. During the tour we discussed apartment size, move-in date, and budget.

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?No0/4
  • 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: 32/36
    32
    88.89

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

As we walked to the building to see the vacant, I asked how often they clean the building since the Corona Virus. Dislaynet said they clean every day as they always have done. We entered and she pointed out that each building has a laundry room. We entered the vacant and she pointed out each area of the apartment. She opened closet doors. I asked how do they control any roach problem. Dislaynet said the exterminators come every Tuesday. She continued to point out features of the apartment such as the walk-in closet. She gave me the price range and she asked if that fit into my budget. I told her I could handle $1,300 and $1,500 would be the maximum. Dislaynet talked about the playground; Although, she didn’t ask me if I had any kids or who would be moving with me. She did not attempt to ask me any open-ended questions to learn more about me throughout the tour.

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?N/A0/0
  • 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?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?No0/4
  • 7. Did the Leasing Professional attempt to close on you more than once?No0/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?No0/2
  •  Total: 15/27
    15
    55.56

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.):

As we walked back to the leasing office, Dislaynet asked me if I wanted to apply that day. I told her I needed to think about it and I had other places to see. She did not ask where else I was looking or what did I like and/or dislike about what I saw that day at her community. She could have used more open-ended questions to probe what I was thinking about the property and to discuss my apartment search further. She did not try to overcome why I wasn't renting that day nor did she create a sense of urgency.

She said she would give me an application if I decided to apply. She gave me a brochure folder with the floor plans, an application, and her business card. She did not ask me if she could follow-up with me. She did say I could call her with any questions. Nothing was extraordinary about this visit.

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 asked how the crime was in the area and she said she has been working there for four years and she hasn’t known of any problems. She mentioned that courtesy patrol happens daily. She did say that they rent to anyone that qualifies when I asked if any “black guys” hang out front of the buildings.



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:

Dislaynet did not follow up with me either by phone or email.

Performance Evaluation

Total Phone Score: 77%
On Site Score: 73%
Total Score: 0%

General Questions