TELEPHONE TECHNIQUE

“Getting the Prospect to the Community”

Mona Manager“Adventures in Apartment Living”

COURSE OBJECTIVES

After completing this course you will:• Generate more traffic by converting leasing calls into walk-ins.• Handle leasing calls confidently and professionally, leading to

more appointments.• Get the caller involved right away to create excitement and

interest.• Discover that prospects who originate from phone

calls are easier to close.• Understand company expectations when handling

phone calls.

TELEPHONE TOOLS

Always keep these items at hand to help you to reach the number one objective of handling a telephone inquiry:

TO GET YOUR PROSPECT TO YOUR COMMUNITY

• Leasing Notebook• Pencil or Pen• Calendar• Guest Card or Phone Pad• Availability• Rentable Items Rent Roll

SIX STEPS TO MAKE EACH CALL A SUCCESS!

• Step 1 – Stop what you are doing.• Step 2 – Answer by the 2nd or 3rd ring.• Step 3 – SMILE! – The caller will “hear” it!• Step 4 – Enthusiastic Greeting – The caller’s first

impression comes from your initial greeting.• Step 5 – Warm and friendly Sound – Your

positive attitude produces a friendly sound.• Step 6 – Be Prepared – Have all your tools ready!

TELEPHONE TECHNIQUE

The Goal – SCHEDULE AN APPOINTMENT!Remember, the only way to lease an apartment is to get the prospect to come see it. Invite them!

The Greeting – Sets the ToneAnswer on the 2nd or 3rd ring.“Thank you for calling Courtney Village, this is Jennifer,

how may I help you?”SMILE! Ask the caller’s name early in the conversation and use it!Devote your full attention to the call. Avoid putting

the prospect on hold.

Make Conversation!

• Ask questions of the caller.• Show interest in personal life.• Follow-up on openings, such as “I just got

promoted”.• Don’t rush the caller.• Use his/her name in conversation.• Make a friend!

Conversational ?’s and Topics

MAINTAINING CONTROL OF THE CONVERSATION

• “What brings you to the area?”• “What type of furniture will you be bringing with you?”• “Do you work nearby?”• What’s most important to you in your new home?”

If the caller is moving due to divorce or illness or family problems, sympathize with them.

Moving is a hassle. Use this to relate to the difficulties the caller is facing in moving.

By using conversational questions and topics, you can look for ‘hot buttons’, key interests of the customer.

Responding to Price Inquiries

• “Sure! We have some different options available, so I’d like to ask you a few questions…”

• “How soon are you moving?”• We have several different two bedroom

floor plans, how much space are you looking for?”

Go Beyond Just Giving Info – SELL!

• You must build value to overcome the price issue.• Avoid ‘listing’ information about the apartment,

amenities.• Paint a mental picture for the caller – be descriptive!• Square footage is just an empty

number.

DEMONSTRATING THE COMMUNITY OVER THE PHONETechniques for DEMONSTRATING your Community Over the

Telephone

1. WORD PICTURES – Sell your property and create interest by using descriptive and creative words to paint pictures in the prospect’s mind of your community, its amenities and the benefits.

2. EMOTIONAL WORDS – Move the prospect to action by using emotional words. Comfortable, perky, thoughtful, peaceful, smart, inviting, quiet, gracious, and warm, friendly, hot!, stylish.

3. SELL A “SPECIFIC” APARTMENT – Rather than reciting a list of square footages and rental rates, use a single unit to sell a specific apartment home.

4. SELL VALUE – Positively quote rental rates and incentives, stressing all the extras included in the monthly rental amount: ”….and that includes free tanning and access to our fully-equipped fitness facility.”

5. CREATE URGENCY – Give the prospect a reason to come NOW! A limited special, the last one on the 2nd floor, the only apartment in that location, rental rates change daily.

To Hold or Not to Hold….

• When at all possible, avoid placing a prospect on hold.• If you must place the caller on hold, always ask

permission (be sure to thank them, for holding once you return).

• Always check back within 20 seconds.• Rather than placing on hold, ask

for contact information to return the call within 10-15 minutes.

• Never answer the phone by saying, “Please hold.”

Get the Appointment

Remember your goal! Don’t let them hang up until they commit to an appointment. Try to get the caller to specify a date and time to visit.

Offer appointment times. “What works best for you, morning or afternoon?” “Great! I have a 2:15 or a 3:45 today.”Don’t be quick to disqualify! Let your prospect decide if your community is too “this” or too “that” by coming to see YOU and viewing your PROPERTY!Complete the guest card by getting contact information – phone and email.Offer to email floor plans, photos, or a map.Tell them you enjoyed talking to them and thank them for the call.Make others in your office aware of the appointment and enter it in OneSite.

Do’s and Don’ts

• Do’s– Smile when you talk.– Use the prospect’s name.– Make conversation…show genuine interest.– Ask qualifying questions.– Find out how they heard about the community!– Get the appointment!– Make sure to ask for contact information – phone and email.– Tell them you enjoyed speaking with them and thank them

for the call.– Enter the phone call and appointment in OneSite.

• Don’ts– Do not put someone on hold without their

permission.– Do not simply answer questions with no further

dialogue.– Do not rush.– Do not use negative descriptions, “we have a small

one bedroom available”.

Q&A