Showings
What are 3 questions you should ask a prospect during a confirmation call?
What platform to use, month, bedrooms, budget, floor height, special requirements
What information needs to match for a tenant to register their account?
Name, phone number and e-mail address.
What information can you use to do a person search?
Name, unit, tenant code, phone number, e-mail or license plate
How should you respond to an irate tenant if you do not have a solution at the time?
Calmly and respectfully. Don't dismiss their concern and ensure them you will get back to them with an answer as soon as possible.
What are 2 things that should be done daily?
Voicemails checked, mailbox emptied, model/vacant suites walked, confirmation calls, cheques deposited, e-mails responded to
What is something you can do during a showing to help close the sale?
Refer to the unit as the prospects, suggest furniture placement, overcome objections, highlight features of space, view, storage, etc.
Where does the phone number need to be in the guest card, for them to be able to register?
Under home or cell - not office/work or fax.
What step needs to be completed for a unit to be taken off of the availability report?
LMR needs to be charged up in the application
What is a small customer service act that we can do to improve tenant relations?
Keep tenants informed, post notices, follow-up after work orders, respond the same/next day when possible, re-assure them we are taking measures to address concerns
What can't be done online unless the lease is executed?
LMR cannot be paid through rent cafe or a cheque entered into Yardi.
What should you not do during a showing?
Provide answer you aren't sure of, promise anything, agree to changes or upgrades before confirming, be distracted
What methods can they use to make a payment?
Credit card, debit card or bank account (if they are a sitting tenant, not for LMR)
When a payment is made online but is not yet showing on a ledger, where can this information be found?
Under Receipts on the home screen. The batch # will show who made which payment.
How should you document important encounters with tenants?
Memos and print, upload and file e-mails
What needs to be done when entering a work order?
Permission to enter has been given, COVID screening questions done, work to be completed in entered, assigned to a superintendent, AODA needs is answered.
How should you end a showing?
Asking for the sale and offering to send the information/application to them
In Rent Cafe Site Manager, what information needs to be entered to find a tenant/prospect?
Property, prospect vs. resident, status (applied vs. approved), unit#, and box checked for include voyager prospect.
How can you find out what the model unit is at a property?
Select "Non-Lettable" from the Yardi home screen.
If a tenant is in the office speaking with you when the phone rings, when should you answer it?
Never, you can call them back when you're finished with the current tenant.
What are some reports that need to be printed monthly?
AODA list, Emergency contacts, Parking Registry, Tenant Registry
When should you follow-up with a prospect?
Always, and within 24-48 hours after a showing.
What are some things we can do on our end to help with rent cafe?
Verify information, send an invitation, confirm e-mail is verified, send a password reset link, review what e-mails tenant has received from Rent Cafe.
What information does a tenant tickler provide and where can it be found?
List of tenants that are moving in/out at a given month, and can be found under resident in reports.
How should you approach pest control concerns with tenants?
Answer truthfully, don't try to hide anything, advise them on the procedure, advise that we schedule and pay for treatments, provide the report after the treatment if they'd like
What information can you include in a tenant's Yardi profile?
Locker, intercom, parking spot, accessibility needs, smartcard