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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.):

After the 3rd ring…. Jennifer answered with the name of the property and she introduced herself. I introduced myself and told Jennifer I was looking to move into the area. Jennifer was very friendly and professional.

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?Yes2/2
  • Did the leasing consultant qualify for pets?Yes2/2
  • Did the leasing consultant identify your reason for moving?Yes1/1
  • Did the leasing consultant ask how you heard of the property?Yes2/2
  •  Total: 13/13
    13
    100

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

She immediately began using my name in conversation and asked how I heard about them. She proceeded to take my contact information. She asked for my phone number and email. I gave her my phone 443-421-7574 and email, Thecynster216@gmail.

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?Yes5/5
  • Did the leasing consultant ask you what features are most important to you in your apartment home?Yes5/5
  • Did the leasing consultant ask what features/amenities are important to you in your community?Yes5/5
  • Did the leasing consultant ask if you had looked at the community online?Yes5/5
  • 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?N/A5/5
  • Did the leasing consultant ask if you had a preference in location (for example: floor level, view, sunlight, etc.) for your apartment home?Yes5/5
  • 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?Yes5/5
  •  Total: 35/40
    35
    87.5

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

Jennifer asked what size apartment I needed and the time frame I was looking to move. I told her I needed a two bedroom for the end of August. She asked me if I had a floor preference and then informed me, they didn’t have elevators. Jennifer asked if that changed anything for me. She confirmed how many baths I wanted. Jennifer asked how many occupants and if I had any pets. She wanted to know what apartment features I wanted.

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.):

We did not discuss pricing until the onsite tour.

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.):

I was sent an email with information and links to floor plans. She also followed up with a phone call to make sure I received the information.

Telephone Closing Comments

  • Was your appointment time repeated back to you?Yes4/4
  • 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: 10/10
    10
    100

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

Jennifer asked me what is motivating me to move. I told her my current lease is almost expired and I wanted to downsize. She asked what area I was in and I told her Edgewood. She invited me in for a tour and proceeded to give me directions to the community. We decided on 1:00 PM.

She confirmed our appointment and said she would email me some information. She thanked me for calling and we said our goodbyes.

Telephone Professionalism

  • Was a sense of rapport created?Yes2/2
  • 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?Yes2/2
  • Were all of your questions answered to your satisfaction?Yes2/2
  •  Total: 10/10
    10
    100

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

Jennifer was very friendly and professional.

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 invited me into the conference room and she told me she wanted to review my information. I observed her taking notes. She confirmed a lot of the information she took over the phone.

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.):

She asked me about my budgeted spend each month. She reviewed the pricing and the apartments that would fit my budget. Jennifer described what we would be seeing during the apartment tour.

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.):

Jennifer asked most of these questions as we sat in the conference room. The question about the local area was discussed as we walked to the apartment on our tour.

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.Yes2/2
  • 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."")"N/A2/2
  •  Total: 22/22
    22
    100

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

Jennifer said the amenities were close to the leasing office so she asked if it was OK if we started with the amenities. I agreed, so she showed me the pool, the business center, and fitness center.

We walked to the apartment and she pointed out the playground and outdoor amenities such as the walking trails, outdoor pavilions, resident lounge and event space. She remembered that I had grandchildren. She asked where I worked and I told her I worked in Perryville.

She told me about the secure door access. We entered the apartment and Jennifer walked me through each room and pointed out the amenities. Jennifer built a lot of rapport with me. She probed more about where I worked and I told her the casino and I was a dealer. We discussed my furniture that would fit.

Jennifer mentioned some specials they were having. As we discussed the specials and pricing, Jennifer’s co-worker walked in with a prospect. Jennifer introduced me to Patty.
I asked Jennifer about the area and if it was safe. Jennifer said because of Fair Housing law she really couldn’t answer that question.

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.):

I explained to Jennifer the need of two bathrooms and not wanting to be on the 3rd floor. She showed me several optional floor plans. Price was my objection. With my price range we agreed that I would fit nicely into a two bedroom and one bath even though I wanted a two bath. Jennifer convinced me otherwise since my family situation was changing and I was downsizing.

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.):

We left the apartment and walked back to the leasing office. She offered to show me some virtual tours of different floor plans. We went back into the conference room and she pointed to the differences of what we toured versus what she had coming available. She took her time and she was very thorough in describing the availability for me. She asked what I thought and we narrowed down a specific apartment for my move date. She confirmed if the price was good with me.

As we were closing the tour she asked me if I wanted to fill out the application. I told her I wanted a day to think about it.

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?Yes2/2
  •  Total: 20/20
    20
    100

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

Jennifer was very professional and pleasant to work with. She seemed to be very genuine in her approach.

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.):

I asked Jennifer about the area and if it was safe. Jennifer said because of Fair Housing law she really couldn’t answer that question.

Follow Up - 24 hours

  • 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?Yes5/5
  •  Total: 5/15
    5
    33.33

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

I received a phone call on the 11th. A voice messages was left.

Performance Evaluation

Total Phone Score: 96%
On Site Score: 92%
Total Score: 0%

General Questions