| Past Issues | Advertise | www.fl-apartments.org | March 2009 |
Answering the Phone to Lease Apartments
Answering the phone... Is it such a simple task that it becomes a thoughtless act? One where we pick it up and answer questions without skipping a beat on whatever task we are currently working on, just to jot vague details about the call onto a sticky note? Does the pile of sticky notes accumulate until it's time to throw out all of the clutter, which includes such notes as "Michael 2 p.m." or "4 p.m. appointment"? Unfortunately, this is exactly what happens with some of the apartment communities in your area; let's hope this isn't the case at your community! The phone conversation is simply one of the most important parts of leasing. Consider the fact that every piece of advertising we use to promote our community has a phone number on it. Being able to use proper telephone techniques gives you the opportunity to turn "good" into GREAT! Companies have different requirements on how to deal with potential renters or what questions to ask. I'd like to share some basic tips on how to use proper telephone techniques. 1. Give your undivided attention. If you are preoccupied with another task, you are likely to miss valuable details about the phone call. 2. Take control of the conversation. You should be the person asking the questions. As long as you ask for information pertaining to the needs of the prospect, you'll have great feedback. Let me give you a good and bad example of exactly what I mean: Bad example: "Caller" How much are your two bedrooms? "Leaser" They are on special for $795 and the first month is free." Good example: "Caller" How much are your two bedrooms? "Leaser" When will you need that two bedroom apartment?" 3. Paint a picture. Instead of describing your two bedroom apartment with square footage and prices, put a copy of the floor plan in front of you and walk them through the apartment as you describe every detail. 4. Set the appointment. Try not to just invite them to come by whenever they please; instead, try to schedule a specific date and time for the appointment. This is easiest when you offer two different appointment times and let the potential renter choose from them. 5. Offer directions. Each person starts somewhere, make sure it's at your community. A prospect who calls your office is four times more likely to lease an apartment than someone who just stops by. Using these simple tips, along with a positive attitude, will help you convert more calls into leases. Good luck and happy leasing. Wesley will host a "Green" game show program at the August Education Conference. |
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