15 Steps to Telephone Apartment Leasing Success

1. When the telephone rings, answer it!  - With a smile!

2. Use a warm friendly greeting with the community’s name in it

“Thank you for calling Park Plaza, This is Ashley – I can help!”

3. Control your speaking speed to avoid sounding rushed.

4. Prepare an initial response for common questions: “Be conversational”

How much are your ### apartments?

“I can help you with that… let me get a little more information so I           can find the perfect        apartment for you. My name is Ashley, and yours?”

I am checking on availability of your ### apartments.

“I can help you with that… let me get a little more information so I can find the perfect apartment for you.        My name is Ashley, and yours?”

Do you have any ### apartments available?

“I can help you with that… let me get a little more information so I can find the perfect apartment for you.        My name is Ashley, and yours?”

I am looking for an apartment.

“I can help you with that… let me get a little more information so I can find the perfect apartment for         you. My name is Ashley, and yours?”

5. Use a conversational tone to determine their needs. Remember! You are building a relationship! In a conversational way acquire the following

Their Name

Size needed

Date needed

Number of people

Reason for moving

Pets

Contact numbers

Marketing source

6. Be “Fluffy” – Rather than drilling the caller with question after question, make a fluffy comment back. For    example: If their move in date is 15 days from now, say:  ”Wow! That will be here before you know it.  You should    come out and look today!” Then move to your next question.

7. Ask the Question: “What sort of things are really important to you in you new home? For example, would you prefer    upstairs or down?”

Listen Carefully!!! You will need these “HOT BUTTONS” for the next few steps.

8. Summarize their needs. “OK, so what you are looking for is a 2 bedroom upstairs with plenty of storage and lots    of cabinet space? Is that correct?”

9. Now… Build value in the apartment using the “HOT BUTTONS” they told you they wanted.

“Excellent! I believe I have the perfect apartment for you, Sally.  It is our Magnolia floor plan and is located     in a fantastic section of the community. There is lots of beautiful landscaping just outside the entrance. It  has the large closet you were looking for in fact you can store over 250 articles of hanging clothing there.  Doesn’t that sound great?” (you are looking for an affirmation here!) Continue to paint a picture with your words describing the perfect apartment they told you they wanted.

10. Now, spend a few moments describing the amenities, neighborhood and professional management staff.

11. Now that you have their “INTEREST”. Ask them to come to visit you “TODAY”

12. Tie it down to a specific time. “So would 2:15 work for you or would 3:15 work better?”

13. Make sure they know how to find you. “Do you know where we are located?”

Be prepared to give directions from all directions: Use landmarks.

14. If you haven’t already, get a follow up number. “Just in case, what is the best number to reach you?”

15. Thank them for calling and re-confirm the appointment time. “Sally thank you so much for calling, I can’t wait to meet you. I know you will love the apartment I have in mind for you.  I will see you at 3:15 today.”