Overcoming Objections
Closing the Sale
Meeting and Greeting
Lead Management
Follow-up
100
What is the first thing you need to do when you hear an objection?
Acknowledge the prospect concern.
100
What is the multifamily industry ideal closing ratio?
Greater than 50% of all tours.
100
What is the best way to build rapport with a new prospect?
Use their name in conversation.
100
Emails should always be...
Short, addressing their specific questions, and offering an invitation to continue to conversation.
100
If you follow-up and find that you lost the prospect, what should you do?
Get feedback on why they made the decision to rent elsewhere, and use it to make your approach better for future applicants.
200
What is best tone to take when addressing objections?
Sympathetic and Understanding
200
What does the acronym ABC stand for?
Always be closing!
200
What are the two most important parts of your introduction?
Stand and Greet.
200
When should leads be entered into Yardi?
Immediately
200
When should you stop following up with a prospect?
Call until they tell you to stop!
300
What are the three H's when addressing an objection?
Hear, Heard and Hindsight.
300
How many closes are there in the sale of an apartment to a prospect?
Three
300
How do you let a prospect know they are important and you remember their initial call/email?
Remember their specific needs and demonstrate them on the tour.
300
Where should all lead follow-ups be tracked by date?
Yardi
300
According to Zig Ziglar, fill in the X's: 80% of all sales are made on the X-X follow-up.
5th-12th
400
If the three H's fail, how can you still work to close the sale?
Point to the things they are looking for that the community offers, and help them see that it outweighs their objections.
400
What part of the closing process is most critical?
Close #2: Get the Application
400
Who fills out the guest card?
The Leasing Consultant.
400
What type of information do you want to track in the "Notes" section of Yardi?
Any specific needs or information that will help tailor a tour when the prospect is on site.
400
According to Zig Ziglar, fill in the X's: Only X% of salespersons make more than three contacts with a prospect.
10%
500
According to multifamily industry research, how many sales can be saved by overcoming objections?
At least 50%
500
Name all three closes in the sale of an apartment to a prospect.
1. Phone-Get an Appointment 2. Appointment-Get an Application 3. Move-in-Leave them Happy
500
Name three of the best ways to make a prospect feel comfortable when they come in for a tour.
1. Use their name to build rapport. 2. Stand, greet and offer the prospect a comfortable seat. 3. Offer food and refreshments. 4. Remember and mention their personal needs from earlier conversations. 5. Cater your approach to their personality.
500
What types of leads should not be entered in Yardi?
None, all leads should be entered into Yardi.
500
What is the best way to avoid having to follow-up with a prospect?
Close the sale during the tour and take an application while they are on site for their first visit.
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