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Report For Bianca Tablada at The Mt Royal

Report For Bianca Tablada at The Mt Royal

0%
Current Score
88.56%
Average Score
  • 89%
    12-30-2020
  • 25%50%75%100%

Performance Evaluations

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?No0/3
  •  Total: 25/28
    25
    89.29

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?:

Bianca answered with the name of the property and she introduced herself. I told her I was calling to check on availability of the apartments. She asked me what size and when I was looking to move. I told her I needed a one-bedroom for the end of January. Bianca asked my permission if she could ask me more questions. I agreed. She asked for my first and last name. She asked me how many occupants and if I had any pets. She asked me the breed. She wanted to know if I had a car, price range, and how soon I wanted to move.

Bianca went on to tell me about a promotion that would end on 12/31/2020. She gave me the leasing rates which included the promotion. She then invited me in for a tour. I asked if I could come at 3:30 PM that same day. She checked her schedule and confirmed I could come at 3:30 PM. She asked me if I had any apartment preferences. I told her I really wanted hardwood floors or the good laminate flooring. She said she could show me what they have. She asked for my email address. She reminded me they are practicing social distancing and to bring my government ID.

Bianca asked if I knew where to park and she explained where to go. I confirmed her name 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?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: 18/21
    18
    85.71

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

Bianca did not ask me 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?N/A4/4
  • 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?Yes3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 22/22
    22
    100

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

Bianca definitely was confident and she did lead the conversation. She did not review any community benefits aside from mentioning the guest parking.

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? Yes4/4
  • 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: 12/12
    12
    100

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

Bianca accommodated my schedule for touring that same day as the phone call. There was no need to recommend a virtual tour.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? No0/13
  • 26. Did the Leasing Professional ask for your email?Yes4/4
  •  Total: 4/17
    4
    23.53

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

Bianca did not ask nor confirm my phone number. I received the following email from Bianca after our phone call:

Thank you for your interest in The Mount Royal Apartments

Hello Tina,

Confirming that we have you scheduled to tour with us today, December 30th at 3:30PM. Our tours are currently under social distancing guidelines, so we ask that when touring the property and when visiting the leasing office, you are wearing a proper face mask. If you do not have a face mask, we can provide you with one. Also, if you are bringing anyone to tour with you, we ask that only 3 people be in the office and on the tour with the leasing agent at a time.

Please bring your photo ID to your appointment. When you arrive at The Mount Royal, you'll find our two impressive buildings side-by-side... the Leasing Office is located in the larger of the two buildings, 103 East Mount Royal Avenue. You'll find a blue call box at our front entrance, dial #200 for the Leasing Office so we may buzz you in.

You may park in our parking lot during your tour... the parking lot is accessible from St Paul Street, right behind our 101 East Mount Royal Ave building, and directly across the street from the BP gas station.

See you then! I'll be happy to help you settle in to a beautiful new apartment here at The Mount Royal!!

Sincerely,
Bianca Tablada, Leasing Consultant
The Mount Royal Apartments
(P) 410.659.5810

The Mount Royal Apartments
103 E. Mount Royal Ave
Baltimore, MD 21202

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 had no problem parking on the lot in back of the building. I approached the leasing office door and called the number provided on the call box. Bianca answered immediately and greeted me in the lobby. She was cheerful and professionally dressed. I followed her to the leasing office. She invited me to have a seat at her desk and she collected my ID. She asked if I had questions at that point.

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?No0/1
  • 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: 11/12
    11
    91.67

Comments on the Identifying Needs :

Bianca reviewed the Qualifying questions during the tour. Towards the end of the tour I had to remind her that my budget was $1,600. She had shown me the smallest of her options. Perhaps if she had reviewed what we would be touring before we headed out, we would have changed course and viewed larger vacants.

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. No0/1
  • 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: 35/36
    35
    97.22

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

I had no problem parking on the lot in back of the building. I approached the leasing office door and called the number provided on the call box. Bianca answered immediately and greeted me in the lobby. She was cheerful and professionally dressed. I followed her to the leasing office. She invited me to have a seat at her desk and she collected my ID. She asked if I had questions at that point.

She mentioned the most recent renovations occurred in 2017. She explained the difference between the two buildings. She pointed out the package room area and the Tide Cleaners. She explained the parking. I told her I would be concerned about the lack of parking spaces since the lot didn’t seem that big. She gave me the price for the outdoor parking rate and the indoor. She said they are flexible in letting the residents switch from indoor and outdoor. She explained the off-street parking for $40 a year through the city. Early in conversation she explained how I could take advantage of the special they had running for December.

We walked into the 1st vacant. Bianca let me walk through and she asked me for my opinion. I said the bedroom was extremely small and I didn’t think I could get a queen size bed in the room. She said I probably could but not a king size bed. I thought the enclave where the fireplace insert would go was odd and dated. She gave me a suggestion to put my dog bed there since she knew I had an animal. I told her I thought the first one bedroom was too small.

As we walked to another option, Bianca asked if I what other places I was looking at. I said I was looking at Waterloo Place. She showed me the community room. The pool table certainly needed to be re-clothed. As we continued our walk to the next building, Bianca asked me how I heard about the community and I told her I saw it online and the price was reasonable.

She described other options such as the one and den; they also offered two and three bedrooms. We walked into the 2nd option which was bigger than the first vacant. The musty smell hit me in the face as I walked in. She said she would have maintenance take a look and see where the smell was coming from. We immediately went to a third option. It was much bigger and it was laid out better; However, the cabinets were beat up and it needed a cleaning. I asked if I could negotiate new carpeting that looked very worn. Bianca said she would talk to management and see what she could do. The washer and dryer were very dated I mentioned. She did say they are more affordable than most places in the area.

As we walked back to the leasing office, Bianca pointed out the trash chutes. She did show me the gym. She stated that getting the contractors out to clean the vacant units was more challenging with COVID. I reminded her that I wanted to stay $1,600 or below so I could afford something bigger. She showed me options well below my price range. She then suggested a two-bedroom after we went back to the leasing office. We headed out again to see the bigger vacant. She said this one would be 1000 square feet.

The two-bedroom vacant also looked like someone just moved out. She continued to ask me where else I was looking. I told her I was also looking at 1111 Light Street but it was more than what I wanted to pay.

I asked Bianca if they had any car break-ins. She said not that she was aware of but it is like anywhere I need to be aware of my surroundings.

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?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.)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
  • 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.):

We went back to the leasing office to get my ID. Bianca gave me a business card and she hand wrote her name since she didn’t have cards. She tried closing me early in the tour and I told her I was going to look around yet. She explained she would email me a link to apply and the email explained what I would need to apply. She did not attempt to schedule a follow up phone call.

She thanked me for coming in and the tour ended.

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).:

Bianca did nothing to discourage me from leasing nor anything that would be perceived as discriminatory.

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:

Bianca did follow up with an email the same day as my visit.

Performance Evaluation

Total Phone Score: 81%
On Site Score: 96%
Total Score: 0%

General Questions