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Report For Dislaynet Santana at Prince Georgetown

Report For Dislaynet Santana at Prince Georgetown

0%
Current Score
92.04%
Average Score
  • 92%
    12-29-2020
    • 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.

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.

OFFICE HOURS: Monday to Friday 9 AM to 5 PM.

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: Dislaynet Santana
  • JOB#: 7718_1201202118
  • Shopper Name: Abimbola Otugalu
  • Property Name: Prince Georgetown
  • Address: 6272 67th Court, Riverdale, MD 20737, USA
  • Shop Date: 12-29-2020

General Questions

  • Date of Phone Call: 12/28/2020
  • Time of Phone Call: 11:33 AM
  • Length of Phone Call: 5:28 minutes
  • Date of Onsite Tour Visit: 12/29/2020
  • Time of Onsite Tour Visit: 10:15 AM
  • Length of Onsite Tour Visit: 23 minutes
  • SHOPPER INFORMATION :
  • Shopper Name Given : Tasha Otugalu
  • Shopper's phone number given: 240-755-3112
  • Shopper's email address given: tashaotugalu@yahoo.com
  • How you heard about the property: Internet search
  • Apartment size needed: One bedroom
  • Date home needed: Mid January
  • Pets: None
  • Number of occupants: One
  • Reason for moving: Lease ending
  • Special preferences or needs: I needs lots of closet space, garbage disposal and parking
  • 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 friendly and professional. She was enthusiastic and eager to assist.
  • Leasing Professional's strongest points: Dislaynet was thorough during the onsite demonstration. She did a great job at creating urgency. I felt welcomed to the community as a future resident.
  • Leasing Professional's weakest points: Over the phone, Dislaynet did not exhibit the same enthusiasm as she did when I was onsite. She was more matter-of-fact and less engaging over the phone. Perhaps asking me more questions about my move would help create more conversation and excitement. She did not qualify me for my budget. Also, she did not follow up with a confirmation email after our phone conversation to confirm our appointment for the following morning. Onsite, she did not attempt to schedule a follow up phone call to make in more personal; However, she did follow up with an email.
  • Overall Comments: The community is not noticeable off the main road. When you pass the construction at the main entrance, you drive down an unpaved road and a fallen community sign which is the first thing you see. Dislaynet should be more consistent with her enthusiasm over the phone as she is in person. This would make the prospect more eager to visit 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 leasing professional answered the phone saying, "Thank you for calling Prince Georgetown, Dislaynet speaking how can I assist you?" She spoke quickly. I greeted her back and asked for information about availability. She asked for my first and last name upfront. She used my name several times during the conversation. She asked me what size apartment I needed and how soon I was looking to move in. I told her I needed a one bedroom and I needed to move in January. She took my email and phone number and asked how many occupants. She also obtained how I knew about the community.

She told me she only had two available units that fit my needs. She asked if there was something specific I was seeking inside the apartment. I told her large closet space, garbage disposal, and carpet. She then went on to describe that they had wood floors and carpeting in the bedrooms. She asked me what area I was located in and she invited me in for a tour. We agreed on the following day at 10:00 AM. She asked if I had any more questions and I had her repeat her name. She offered me directions. The call came to a close and we said our goodbyes.

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.) :

Dislaynet did not ask about my price range nor mention pricing during our call. She did not ask why I was 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?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: 18/22
    18
    81.82

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

Dislaynet did not mention the community amenities. There was no reason to mention a virtual tour since we were meeting in person.

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 asked what time would be good for me to come in and visit the community. We discussed times that worked best for us and confirmed a time that works best for both of us. I never received a confirmation email about our appointment 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.) :

Dislaynet asked for my phone number and 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?N/A0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

Dislaynet invited me into the leasing office and offered me a friendly greeting. She confirmed my identity and then offered me a seat. She was upbeat and personable. She got right down to business. She was dressed professionally and she was inviting as well.

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?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: 12/12
    12
    100

Comments on the Identifying Needs :

Dislaynet quickly reviewed a few of my needs before taking me on a tour. As we walked to the vacant apartment, she asked me about my preferences and I provided her with the the information I mentioned over the phone which was a lot of closet space, garbage disposal, and parking.

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.):

Before we entered the unit, Dislaynet pointed out the pool and playground. She was very excited to show me the vacant apartment. She opened the door but first talked about the front yard.

We entered the vacant, she pointed out the living room, hardwood flooring, bathroom locations and the bedroom. She pointed out all the closet spaces, I had informed her I was looking for plenty of closet space. I objected to the lack of counter space and small stove. She countered by saying that if I was her alone that the stove would be the right size. In regards to the counter space, she suggested a storage area up against the wall in the kitchen. She convinced me on the counter space but not the stove. As I walked through she mentioned what area I was in. There was some enthusiasm as she pointed out things and I could sense a smile through her mask. She did make sure I was satisfied with the closet space. She led the demonstration while in the vacant. We exited the unit and she wanted to show me the laundry room, we walked in silence as we made our way there. At the laundry room she explained usage. We walked back to the leasing office.

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?No0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?No0/0
  • 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.)No0/0
  • 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
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?No0/2
  •  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.):

Dislaynet did not ask me to lease but encouraged me to take an application with me. She never mentioned pricing till she handed me the price sheet. At that point, she asked about my budget. She did reiterate that she will not have another unit available till mid-February. She gave me a brochure, her business card, and application before leaving the office. I didn't feel any pressure to apply nor did she make another attempt to close me. She never discussed scheduling another call or checking up on me to see if I had made a decision. Just based on her presentation I would have leased. She was pleasant and the unit was inviting. She showed the unit based on what I liked as well.

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).:

She did not say or do anything discriminatory to discourage me from leasing.

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 within 24 hours of my visit.

Performance Evaluation

Total Phone Score: 86%
On Site Score: 98%
Total Score: 0%

General Questions