First Impressions
The first thing you should do when answering a leasing call.
100: What is greeting the prospect warmly and introducing yourself?
Walking a prospect around while simply pointing out amenities.
What is feature dumping?
This means explaining how a feature benefits the prospect rather than simply pointing it out.
100: What is selling the benefit?
This shows the prospect you understand their concern before responding.
100: What is acknowledging the objection?
A question that gauges readiness before directly asking for the lease.
100: What is a trial close?
This helps you build connection and uncover needs during the first conversation.
200: What is asking open-ended questions?
This touring technique focuses on asking questions and tailoring the tour to the prospect's specific wants and needs.
200: What is a personalized tour?
When a prospect says they need more storage, highlighting the walk-in closets is an example of this.
200: What is matching features to needs?
This technique helps confirm you understand the prospect’s concern before responding.
200: What is restating the objection?
"Can we go ahead and reserve your new home today?"
200: What is a direct close?
The goal of every initial phone conversation.
300: What is setting the appointment?
This part of the tour is where you ask discovery questions to uncover a prospect's needs, preferences, and motivations before showing the apartment.
300: What is the qualifying stage (or needs assessment)?
This technique helps prospects picture themselves living in the apartment by connecting amenities to their lifestyle.
300: What is creating a vision?
This step in handling objections ensures the prospect feels heard before any solution is offered.
300: What is active listening?
The most common reason leasing professionals don't get the lease.
300: What is failing to ask for the lease?
This is the brief window at the beginning of a tour where a prospect quickly forms an opinion about you and the property.
400: What is the first 30 seconds of contact?
This should guide your tour route and talking points.
400: What are the prospect's needs and lifestyle?
Rather than saying, "The apartment has a fitness center," you explain how it saves time and gym membership costs. This is called turning features into these.
400: What are benefits?
Turning a concern into a reason to lease.
400: What is overcoming the objection?
A technique that encourages action without pressure.
400: What is creating urgency?
A prospect calls asking only about pricing. What is the best way to keep control of the conversation while still answering their question?
500: What is asking discovery questions and building value before focusing solely on price?
During a tour, a prospect repeatedly mentions wanting a quiet place to unwind after work. Which apartment and community benefits should become the focus of your tour?
500: What are features and benefits that support relaxation, comfort, and a peaceful living experience?
The process of uncovering a prospect's needs and then continuously connecting those needs to apartment features throughout the tour.
500: What is building value through personalized selling?
A prospect says, "I love everything, but I need to look at a few more places." What is the underlying concern you should uncover?
500: What is determining whether they have unanswered questions or unresolved objections?
This is the final step in the sales process where you confidently ask for the commitment to move forward.
500: What is the close?