"Tips to Soar This Leasing Season" featuring Amy Kosnikowshi

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Amy Kosnikowski is a leading educator in the property management industry and offers us leasing tips, techniques and motivation that will increase sales performance and results right away.

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  • Kara – and then intro Lisa!
  • Kara – and then intro Lisa!
  • How To Tap Into Your Confident Power: Charismatic Power: the power of personality. A big part of sales in selling yourself, who you are and what you stand for (your values). Your objective is to have the customer like you, connect with you and trust you. With this strong connection they may make concessions or compromises because they like you. Such as pay a bit more or agree to a longer lease term or move in a bit sooner because of the relationship developed and maintained. Expertise Power : If the resident, current or future, believes that you know more about the market, area rates and demand than they do – you are in charge. Information Power: When the customer sees you as the storehouse of all information and knowledge assisting them to make the decision based on this shared data – they will be indebted to you and possibly grateful. Know your stuff inside and out? (see Fact Sheet to be The Subject Matter Expert this will not only build your confidence but it will have a direct positive impact on the customer’s decisions.
  • Be positive (negativity will get you nowhere!) We all can choose how we react and how we respond. Even in challenging days or tough times – the key is how you deal with those obstacles or challenges that will make a difference in your sales success. Be a positive force of solutions and strategies. Be passionate: about your product, your future success, the sales process and assisting others. People will notice and want to be a part of your world for passion has a very magnetic quality. Be prepared for anything. Set yourself up for success everyday. Pre-meeting or prior to calls? All your ducks in a row? Materials? Answers to questions? Be energetic Be on as our customers (current and future) is our audience. Your attitude, energy level and enthusiasm determine their reaction and future results.
  • In my opinion – No apartment is overpriced unless it is Under desired. The customer has not seen the true value of the apartment home or it does meet their needs. That is our job to show them. But first we must know what is desired!
  • Also know that our customer’s perception is THEIR reality. Without knowing exactly what your customers perceive as valuable you can never truly satisfy their needs. Value-Based Selling is all about asking the right questions to reveal what they treasure and find important. Questions that matter will uncover the “deal maker” elements. These questions will show what makes your customers tick. Samples of Power Questions: What is a deciding factor for you in choosing an apartment home? What are 3 specific needs that you are searching for in an apartment home? Tell me your expectations of an apartment community’s services, features and amenities What details can I help you with in making your moving decisions? How can I make your decision easier?  
  • . Questions that matter will uncover the “deal maker” elements. These questions will show what makes your customers tick. Samples of Power Questions: What is a deciding factor for you in choosing an apartment home? What are 3 specific needs that you are searching for in an apartment home? Tell me your expectations of an apartment community’s services, features and amenities What details can I help you with in making your moving decisions? How can I make your decision easier?
  • "Tips to Soar This Leasing Season" featuring Amy Kosnikowshi

    1. 1. Tips To Soar This Leasing SeasonAmy Kosnikowski, Quintessential Marketing & TrainingNational Speaker, Industry Educator & Marketing StrategistEmail: Amy@theQstandard.comTelephone: 704.846.8210Facebook: Quintessential Marketing & TrainingLinkedIn: Amy Kosnikowski Dilisio
    2. 2. AppFolio • Web-based property management software • Complete Solution Includes • Property Mgmt & Accounting • Online rent collection (free) • Prospect / Guest Card Tracking • Marketing • Website • Payment processing • Online applications • Resident Screening So You Run a More Successful Business©2012 AppFolio, Inc. All Rights Reserved.
    3. 3. Grace Hill• Leading Education Provider • Offering eLearning for more than 10 years • More than 1,500 courses taken each day • Accounting• Apartment-Industry Specific Training • Fair Housing, Preventing Sexual Harassment • Intro to Social Media, with Lisa Trosien • Dozens more in English & Spanish• Vision Learning Management System (LMS)• Custom Course Development• www.gracehilllearning.com for course previews ©2012 AppFolio, Inc. All Rights Reserved.
    4. 4. Today’s Agenda• Tips To Be A Top Sales Producer• What Matters The Most RIGHT NOW• Easy & Effective Closing Techniques• Follow Up Is Not Optional• The Secrets To Create A Sense of Urgency• In A Sales Slump? Ideas To Get Back On Track ©2012 AppFolio, Inc. All Rights Reserved.
    5. 5. Busy Times = Successful TimesBe Fully Prepared For Anything & Everything ©2012 AppFolio, Inc. All Rights Reserved.
    6. 6. Busy Times = Successful TimesThe key is to focus on what matters the most to push the sales process forward.
    7. 7. 80% of results from 20% of effort Stay focused on “high value activities” Always Be Thinking….“What is the most valuable use of my time?”
    8. 8. High Value Activities• Make Each Minute Matter• Focus, Focus, Focus• The To-Do List “Plan your work and work your plan.” -Napoleon Hill – New leads response – Move hot leads to next step – Happy Residents = referrals + word of mouth
    9. 9. How Can You Possibly Do This?• Calendars, Reminder Prompts & Other Tools• Team Communication Is Key
    10. 10. Tips To Be A Top Sales ProducerRIGHT NOW What Matters The Most Even On The Busiest Days©2012 AppFolio, Inc. All Rights Reserved.
    11. 11. Tips To Be A Top Sales Producer• Telephone Stellar Skills – Dig in to needs – Create the urgency – Offer beneficial info – Invite all to tour• All About The Customer
    12. 12. Polling Question #1:©2012 AppFolio, Inc. All Rights Reserved.
    13. 13. Polling Question #1:What was the most important aspect thatinfluencing a prospect’s decision to rent at a community?©2012 AppFolio, Inc. All Rights Reserved.
    14. 14. Tips To Be A Top Sales Producer• Telephone Stellar Skills – Dig in to needs – Create the urgency – Offer beneficial info – Invite all to tour• All About The Customer – Zone in quickly to needs – Show value – Tight timeline• Confidence Factor
    15. 15. How To Tap Into Your Confident Powers:©2012 AppFolio, Inc. All Rights Reserved.
    16. 16. Tap Into Your Confident Power• Charismatic Power: the power of personality & selling yourself, who you are & values.• Expertise Power: others believe that you know more about the market, area rates and demand than they do• Information Power: others see you as the storehouse of all info & knowledge . Know your “stuff” inside & out will have a direct impact on customer decisions and will build your confidence further.
    17. 17. How To Build Confidence Maximize Your Selling Potential
    18. 18. How To Build Confidence• Be Positive choose to be a positive force of solutions and strategies.• Be Passionate product, future success, the sales process & assisting others.• Be Prepared Set yourself up for success everyday. Pre-meeting or prior to calls? All your ducks in a row? Materials? Answers to questions?• Be Energetic Your attitude, energy level and enthusiasm determine their reaction and future results.• Be A Believer “No customer is ever sold until the sales person is sold.” -unknown
    19. 19. Closing Is Easy©2012 AppFolio, Inc. All Rights Reserved.
    20. 20. Closing• Does not happen automatically• You just need to ask!• Proven examples:“I am so happy that you have found your perfect fit in an apartment home. Would you like to reserve the apartment by getting the paperwork started…?” “I believe that you would be very happy here at our community. I would like to invite you to become resident. All we need to do is…” “I am glad that you love the apartment. Let’s go ahead and begin filling out the application to reserve that apartment for you. Are you ready?”
    21. 21. Follow Up Is Not Optional:©2012 AppFolio, Inc. All Rights Reserved.
    22. 22. Polling Question #2:©2012 AppFolio, Inc. All Rights Reserved.
    23. 23. Polling Question #2: How much does effective follow up increase the likelihood that the prospect will lease?©2012 AppFolio, Inc. All Rights Reserved.
    24. 24. Follow UpFIRST, FAST & FREQUENT! Effective follow up increases leases by 15%!*Your customer deserves it and expects it! *Source: J Turner Research
    25. 25. 80% of all sales are made from the 5 through 12 contact! th th {morale of the story: persistence pays off!}
    26. 26. Follow UpKeys to Success • Follow up is a priority • Goal: Always geared toward return visit or next step • Get organized book, file, software • Timing = Immediately + Next day + 48hrs + Once a week • Make it personable
    27. 27. Polling Question #3©2012 AppFolio, Inc. All Rights Reserved.
    28. 28. Polling Question #3 What is the #1 preferred method of communication that our customers want to hear from us?©2012 AppFolio, Inc. All Rights Reserved.
    29. 29. If community staff needs to communicate with you, how would you prefer they contact you? 18 - 24 25 - 34 35 - 44 45 - 54 55 - 64 65+ TotalEmail 90.5% 90.4% 89.6% 84.7% 87.7% 82.7% 89.4%Cell Phone 75.7% 73.1% 72.8% 71.2% 68.9% 69.2% 73.1%Text Message 32.6% 26.2% 29.4% 29.8% 23.7% 13.5% 28.0%In-Person 32.9% 24.1% 27.9% 24.2% 29.4% 34.6% 26.9%Home Phone 6.3% 10.0% 19.1% 23.7% 28.5% 48.1% 13.8%Mail 15.7% 12.6% 13.9% 11.6% 11.4% 15.4% 13.3%Website/Property Portal 7.1% 6.9% 7.5% 6.3% 10.1% 3.8% 7.1%Work Phone 3.1% 4.3% 7.5% 12.3% 16.2% 5.8% 6.1%Social Networking (Facebook, Twitter, etc.) 6.8% 2.8% 2.5% 1.6% 3.1% 1.9% 3.4%Total 19.4% 46.2% 16.7% 10.7% 5.7% 1.3% 100.0%Source: ©SatisFacts Research (SatisFacts.com) and 30 Lines (30Lines.com) “Getting Inside the Head of Today’sOnline Renter” study, July 2011. To purchase the b-book, visit http://theonlinerenter.com.
    30. 30. Follow UpBest Methods: Use at least 2-3! • Hand written note • ebrochure • Email • Email photo / video • Text • Giftcard • Cell Phone • Coupon/Incentive • Social Media • Property stationary • Photo postcard • Info Package
    31. 31. The Secrets To Create A Sense of Urgency©2012 AppFolio, Inc. All Rights Reserved.
    32. 32. "Every sale has five basic obstacles: no need, no money, no hurry, no desire, no trust.“ – Zig Ziglar Determine Needs In Renters Budget Range Create High Interest Based On Needs & Wants
    33. 33. How we present the product or service will increase it’s value to the buyer. No apartment is over-priced unless it is under-desired.
    34. 34. Needs + Wants = Urgency• Offer a great solution to their housing needs• Be a problem solver• Create value to what is important to them• Show them clearly the benefits and worth• Limited offering
    35. 35. The Customer’s Perception Is Their RealityYou have to know what customers perceiveas valuable by asking the RIGHT questions.
    36. 36. Uncover “The Deal Maker” Values• What is a deciding factor for you in choosing an apartment home?• What are 3 specific needs that you are searching for in an apartment home?• Tell me your expectations of an apartment community’s services, features and amenities• What details can I help you with in making your moving decisions?• How can I make your decision easier?
    37. 37. In A Sales Slump or Leasing Rut? Techniques To Get Back On Track ©2012 AppFolio, Inc. All Rights Reserved.
    38. 38. What To Get Out of a Serious Sales SlumpDo: Come back to the essentials of leasing success • • Set a plan and short term goal for success • List 5 things that you can do smarter and better • Evaluate and change your sales presentation • Expand your sales knowledge study shopping reports, mentor, shadow colleagues
    39. 39. In Closing….©2012 AppFolio, Inc. All Rights Reserved.
    40. 40. "Success is not the key to happiness. Happiness is the key to success. If you love what you are doing, youll be a success." -- Albert Schweitzer©2012 AppFolio, Inc. All Rights Reserved.
    41. 41. Tips To Soar This Leasing SeasonAmy Kosnikowski, Quintessential Marketing & TrainingNational Speaker, Industry Educator & Marketing StrategistEmail: Amy@theQstandard.comTelephone: 704.846.8210Facebook: Quintessential Marketing & TrainingLinkedIn: Amy Kosnikowski Dilisio

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