Phone & Leasing
Calls should be answered by this ring number.
What is the third ring?
What does TMLP stand for?
What is Total Monthly Leasing Price?
This document must be provided anytime pricing or fees are discussed.
What is the Community Fee Guide?
Posts including pricing must reference this pricing standard.
What is TMLP?
A leasing professional is multitasking during a prospect call. According to SOP, this should never happen because callers deserve this.
What is undivided attention?
Every phone greeting should include these three things.
What are your name, the community name, and Greystar?
TMLP is calculated by combining base rent with these charges.
What are fixed mandatory monthly fees?
The CFG explains this information about fees: amount, timing, frequency, and this additional key detail.
What is whether the fee is required, optional, or situational?
On written materials, TMLP must appear in this format compared to other pricing.
What is the biggest and boldest number?
A prospect asks for pricing through Instagram DM. Leadership must provide this document with the pricing.
What is the Community Fee Guide?
Leadership should return to a caller on hold at least every how many seconds?
What is 30 seconds?
When discussing pricing with a prospect, this must always be disclosed alongside TMLP.
What is the applicable lease term?
Before accepting payment, leadership must explain how these are calculated if listed as “varies.”
What are variable fees?
This phrase is recommended when posting specials online.
What is “Some restrictions apply. See leasing professional for details.”?
A team member tells a competitor your occupancy and concessions. This violates SOP because this information should not be shared with this group.
What are industry professionals or competitors?
When giving pricing over the phone, leadership should use these two tools to support the conversation.
What are the cost calculator and Community Fee Guide?
If personalized add-ons are selected, these may be added to TMLP to create a customized price.
What are associated monthly fees?
The FTC requires disclosure of how these costs are allocated among residents.
What are shared utilities?
Social media comments and direct messages should be answered within this timeframe.
What is 24–48 hours?
A leasing consultant posts “Starting at $1499!” without TMLP. Leadership should identify this as a violation of what policy requirement?
What is Enhanced Price Transparency / TMLP compliance?
After a prospect tour is completed, at least one manual follow-up must occur within this timeframe.
What is 24 hours?
True or False: Base rent may be displayed alone if TMLP is discussed verbally.
What is False?
True or False: Providing the Community Fee Guide fulfills many FTC disclosure requirements.
What is True?
Craigslist ads should never use these attention-grabbing formatting styles.
What are ALL CAPS, excessive punctuation, or special characters?
A prospect is marked as “Vendor” because they toured multiple communities. SOP says they should actually be marked as this.
What is Did Not Lease?