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Report For Jennifer Gell-Baltacioglu at Riverside Apartments

Report For Jennifer Gell-Baltacioglu at Riverside Apartments

0%
Current Score
90.97%
Average Score
  • 76%
    12-01-2018
  • 99%
    4-29-2019
  • 96%
    07-31-2019
  • 94%
    7-9-2019
  • 25%50%75%100%

Performance Evaluations

Telephone Greeting

  • Was the greeting friendly and professional?Yes5/5
  • Was the phone call initiated with the name of the property?Yes5/5
  • Did the leasing consultant introduce themselves by name?Yes5/5
  • Did the leasing consultant ask you for your name?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

The phone greeting was friendly and professional Jennifer started the call by saying thank you for calling The Riverside Apartments and then she introduced herself by name. She then asked for my name.

Telephone Qualifying

  • Did the leasing consultant identify the apartment size needed?Yes3/3
  • Did the leasing consultant identify the date of need?Yes3/3
  • Did the leasing consultant ask the number of occupants?No0/2
  • Did the leasing consultant qualify for pets?No0/2
  • Did the leasing consultant identify your reason for moving?No0/1
  • Did the leasing consultant ask how you heard of the property?Yes2/2
  •  Total: 8/13
    8
    61.54

Comment (You must provide a brief summary under each category. This section is mandatory.):

Jennifer did not ask me all the qualifying other than asking for my name and email. I told her that I had called before but I had never taken a tour. She asked me if I was in the area and when I told her that I was she asked me if I could come in. She told me that when I came in she would go over the specials and available apartments.

Telephone Discovery

  • Did the leasing consultant ask if it would be okay if they asked you a few more questions to help find you the best home?No0/5
  • Did the leasing consultant ask you what features are most important to you in your apartment home?No0/5
  • Did the leasing consultant ask what features/amenities are important to you in your community?No0/5
  • Did the leasing consultant ask if you had looked at the community online?No0/5
  • If you were asked whether you had looked at the community online, did they ask if there were specific floor plans and features/amenities that interested you?No0/5
  • Did the leasing consultant ask if you had a preference in location (for example: floor level, view, sunlight, etc.) for your apartment home?No0/5
  • Did the leasing consultant ask what interests you about the local area?No0/5
  • Did the leasing consultant ask you "what else" or encourage you to expand on any of your answers?No0/5
  •  Total: 0/40
    0
    0

Phone Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

Once Jennifer knew that I was in the area she stopped qualifying me and asked me if I could stop in now. She did ask for my name and email and she also asked what size apartment I was interested but those are the only qualifying questions she asked during our phone call.

Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.N/A5/5
  • If the price was quoted, were you asked, "How does that fit with what you were looking to pay? Is it a similar price?" If the price was not mentioned, please answer NA. N/A2/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.N/A3/3
  •  Total: 10/10
    10
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Jennifer did not discuss price or any value ad benefits during our phone call. She did tell me that when I come in she would be able to go over all of the specials at that time.

Telephone Invitation and Directions

  • Were you invited to visit the property?Yes5/5
  • Were you asked for a convenient time for an appointment?Yes5/5
  • Were you asked if you were familiar with the location?Yes2/2
  • Were you offered directions or information to help you find the community? Answer NA if you told the leasing consultant that you were familiar with the location.Yes2/2
  •  Total: 14/14
    14
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Very early into the conversation, Jennifer asked me if I was in the area to stop by. I told her that I was in the area and could stop by very soon. She let me know that her office closed at 4 pm. She did ask if I was familiar with the location and I repeated the street name to her which she confirmed.

Telephone Closing Comments

  • Was your appointment time repeated back to you?No0/4
  • Were you asked for your phone number AND email address?Yes4/4
  • Were you thanked for calling and given a friendly "good-bye"?Yes2/2
  •  Total: 6/10
    6
    60

Comment (You must provide a brief summary under each category. This section is mandatory.):

My appointment time was not repeated back to me. The phone call was fast and felt a little rushed and urgent that I come in as soon as I could. She did ask for my phone number and email address during the phone call. At the end of the conversation, Jenifer gave a friendly good-bye.

Telephone Professionalism

  • Was a sense of rapport created?No0/2
  • Did the leasing consultant control the conversation with finesse?Yes2/2
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant use your name during the call?No0/2
  • Were all of your questions answered to your satisfaction?No0/2
  •  Total: 4/10
    4
    40

Comment (You must provide a brief summary under each category. This section is mandatory.):

Jennifer's phone call was very short and there really wasn't time to create rapport. She did control the conversation with finesse. Her presentation felt natural and not at all canned. She did not use my name during the call or answer my questions about current pricing but she did create a sense of urgency by asking if I could come in right away. This made me feel a little more excited about going to see the community. Her urgency made me feel like there was something special about Riverside.

Celebrating the Arrival

  • Did the leasing consultant immediately smile and stand to greet you in a friendly manner? If the leasing consultant was already standing, or busy assisting someone at the desk (in person or on the phone), please answer yes. Yes5/5
  • Did the leasing consultant introduce themselves to you and ask your name?Yes5/5
  • Did the leasing consultant demonstrate an eagerness to help you?Yes5/5
  • Did the leasing consultant ask permission to review your needs?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Jennifer immediately stood to greet me when I came in and she seemed very friendly. She introduced herself and shook my hand. She asked me to take a seat and then she asked if it would be ok for her to go over what I was looking for and told her that would be fine.

Onsite Qualifying

  • Was a guest card (or similar) reviewed during your visit?Yes2/2
  • Was your date of need reviewed?Yes2/2
  • Was the apartment size you needed reviewed?Yes2/2
  • Was the number of occupants reviewed?Yes2/2
  • Was your reason for moving reviewed?Yes1/1
  • Was your place of employment or occupation reviewed?Yes2/2
  • Was whether or not you had pets reviewed?Yes1/1
  •  Total: 12/12
    12
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Jennifer had a guest card with my information filled out and ready when I came in. We sat down and she started to confirm everything that had not been discussed during the phone call including when I needed to move in, the size of the apartment, number of occupants and the reason I was moving. She qualified pets during the tour and went over the pet policy while we were touring the vacant apartment. She also let me know that based on my budget I could easily afford an apartment with a garage. This was a big plus and a nice surprise.

Onsite Discovery

  • Were the features you stated were most important to you in your apartment home reviewed?Yes5/5
  • Were the features/amenities you stated were most important to you in your community reviewed?Yes5/5
  • "Were the specific floor plans/community features that interested you online reviewed? Answer NA if you did not say there was a specific floor plan or feature that interested you."Yes5/5
  • Was your preference in location (for example: floor level, view, sunlight, etc.) for your apartment home reviewed?Yes5/5
  • Were your favorite things about where you currently live reviewed?Yes5/5
  • Were the things you would like to change about where you currently live reviewed?Yes5/5
  • Was what interested you about the local area reviewed?Yes5/5
  • Did the leasing consultant ask you "what else" or encourage you to clarify or expand on any of your answers?Yes5/5
  •  Total: 40/40
    40
    100

Onsite Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

During our face to face meeting, Jennifer asked me what features I was looking for and I told her that I wanted something updated that would be low maintenance. I also let her know that I may be interested in stainless appliances and she was willing to show me a unit that fit my criteria as well. I told her that I wasn't interested in a ground floor model but after touring one with a garage I told her that that unit would definitely meet my needs. She also toured the gym because I told her that I was looking for a building with a gym.

We chatted about my current home and we discussed all the things that I liked about living in the city as well as how older homes required a lot of maintenance, something I wanted to get away from. I let her know that moving to Harford County would allow me to be closer to my family.

Our entire conversation about what I was looking for and it felt very natural and easy.

The Tour

  • THE TOUR: Were you asked if you preferred to see the amenities first or the apartment home/model? Please answer the following question NA if there were no amenities or no model/home to tour.No0/2
  • Did the leasing consultant control the tour?Yes3/3
  • "Did the leasing consultant praise the onsite professional staff and Management Company? For example: leasing, landscaping, maintenance or security staff"Yes1/1
  • Did the leasing consultant tour all recreation areas and amenities you said were important to you?Yes3/3
  • Did the leasing consultant discuss property benefits that you said were important to you?Yes3/3
  • Did the leasing consultant discuss surrounding area benefits that you said were important to you?Yes2/2
  • Did the leasing consultant tour the model, vacant, or occupied apartment? Please answer NA if there were no available apartments to show.Yes3/3
  • Did the leasing consultant highlight the apartment features that you stated were important to you during the Discovery process?Yes3/3
  • "Was value added to price during the presentation? (For example: ""Membership to our fitness center is included in your rent, so you can cancel your gym membership and save yourself the monthly fee."")"Yes2/2
  •  Total: 20/22
    20
    90.91

Comment (You must provide a brief summary under each category. This section is mandatory.):

Jennifer showed me the gym first without asking me what I would prefer to see first. She definitely seemed to be in control of the tour. Later into the tour she praised the management company and let me know that the landscaping and grounds were professionally managed and always well maintained. We toured the gym and passed the salt water pool. The gym was the amenity that I told her was important to me.

We toured a vacant ground floor two-bedroom apartment with a garage. Jennifer highlighted the size of the apartment as well as the garage and large laundry room. Value was added during the presentation when we toured a vacant that had a garage. Jennifer also mentioned all of the walking trails and large dog park. She made Riverside feel like a very nice community to live in. She also mentioned that she lived in the community and how much she enjoyed living there which definitely added value to the tour.

Handling Objections

  • Did the leasing consultant accept and acknowledge your concern?Yes5/5
  • Did the leasing consultant ask you to clarify by saying something like, "Tell me what you mean by..."Yes5/5
  • Did the leasing consultant remind you that they want to help you find the apartment home that meets your needs but let you know the decision is yours? Yes5/5
  • Did the leasing consultant offer options?Yes5/5
  • Did the leasing consultant confirm they had handled your objection?Yes5/5
  •  Total: 25/25
    25
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Jennifer acknowledged my concern by showing me a ground floor unit that I actually really liked. She overcame my ground floor objection and showed me an apartment that exceeded my expectations. I also told her that I didn't want an apartment that was totally carpeted and she showed me an apartment that had flooring in the living areas and carpet in the bedrooms which was also a win.

Closing

  • Was urgency created during the presentation?Yes5/5
  • Did the leasing consultant attempt a pre-close / review of features and benefits you stated were important to you and ask if there was anything they had missed?Yes5/5
  • Did the leasing consultant ask you to apply today?Yes5/5
  • "Did the leasing consultant attempt a second close after handling any follow up objections? Answer NA if you did not give any follow up objections."Yes5/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?No0/5
  •  Total: 20/25
    20
    80

Comment (You must provide a brief summary under each category. This section is mandatory.):

Jennifer was pre-closing me the entire time just by saying little things like " when you live here" and "when this is your apartment". She also asked me if there was anything that I felt she hadn't covered and I let her know that all of the questions that I had were satisfied.

She told me that we could start the application process right now and that way I could take the apartment off of the market. She was persuasive without being pushy and, after the tour, applying for the apartment really did seem like the next logical step. I told her that this was my first tour and I had a few other places to consider before making a decision. She did not ask me to arrange a return appointment but she was very clear that I was welcome to come back at any time for a tour.

Onsite Professionalism

  • Was the leasing consultant enthusiastic?Yes4/4
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant create rapport during the presentation?Yes4/4
  • Was the leasing consultant polite and sincere?Yes2/2
  • Was the leasing consultant dressed appropriately?Yes2/2
  • Was your name used frequently during the presentation?Yes2/2
  • Did the leasing consultant try to discover your needs or desires throughout the presentation?Yes2/2
  • Did the leasing consultant introduce you to other staff or point them out if they were not within range to be introduced?N/A2/2
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Jennifer's presentation felt very natural and she was enthusiastic during my entire visit. Jennifer easily built rapport during her presentation and shared funny stories about her cat after she learned that I would be moving with one. We also discovered that we were from the same tiny area in Upstate NY so we talked about growing up with a lot of snow and how much we laugh when school gets canceled in MD for very minor snow.

Jennifer was very likable and easy to talk to. During the tour, we didn't see any additional staff so there was no opportunity for her to introduce me to anyone.

Fair Housing Awareness

  • Did the leasing professional refrain from asking any discriminatory questions (based upon protected classes)?Yes5/5
  • Did the leasing professional refrain from steering you to a certain size unit or part of the community, building, or floor?Yes5/5
  • Did the leasing professional refrain from practicing any delay tactics that would frustrate a person from pursuing a rental?Yes5/5
  • Did the leasing professional supply rental information, such as rental rates?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Jennifer did not ask me any discriminatory questions and she did not steer me to a certain unit size or part of the community. When I asked her if there were any "kid-free" buildings she let me know that they rent to all qualified applicants and they could choose to live anywhere in the community.

Jennifer practiced no delay tactics and I was not frustrated at all during our tour. She supplied rental information and rental rates for several of the available apartments.

Follow Up - 24 hours - (Please indicate the exact date and time of follow up phone call.)

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?No0/10
  • Did the leasing consultant follow up again within 3 business days?No0/5
  •  Total: 0/15
    0
    0

Comment (You must provide a brief summary under each category. This section is mandatory.):

I did not receive a follow-up email or thank you card within 24 hours. I did not receive a follow-up call within 3 days either.

Performance Evaluation

Total Phone Score: 53%
On Site Score: 89%
Total Score: 0%

General Questions