Leasing for Success! H. Kattelman 2008
H. Kattelman 2008   Are you Ready?   The Welcome & Rapport Building Experience   The Community Tour & Apartment Presentati...
Leasing for Success! H. Kattelman 2008 Are your Ready?
People make decisions about whether they like or dislike you or your community in SECONDS! <ul><li>Appearance & cleanlines...
Are you READY? Lights, Blinds, DOORS! mmmm... smells so good! Open & Check Amenities OPEN SHOW APTS Leasing for Success! H...
Leasing for Success! H. Kattelman 2008 Are you Ready?
A B Which one is correct? Leasing for Success! H. Kattelman 2008 Are you Ready?
Which one is correct? A B Leasing for Success! H. Kattelman 2008 Are you Ready?
A B Which one is correct? Leasing for Success! H. Kattelman 2008 Are you Ready?
A B Which one is correct? Leasing for Success! H. Kattelman 2008 Are you Ready?
What is wrong with this picture? Leasing for Success! H. Kattelman 2008 Are you Ready?
It starts with... YOU <ul><li>Dress & Personal Appearance  Dress Code </li></ul><ul><li>Body Language  Posture, Placement ...
<ul><li>Being ready for the prospect is </li></ul><ul><li>the KEY to your SUCCESS!  </li></ul><ul><li>Have your Leasing TO...
Leasing for Success! H. Kattelman 2008 The Welcome & Rapport Building Experience
A B How would you feel if you were  greeting in this manner? H. Kattelman 2008 Leasing for Success! The Welcome & Rapport ...
SIX S’s   To a Successful Greeting S TOP… what you are working on.  The prospect coming in the door is the priority!  Push...
Greeting: <ul><li>Greet the prospect warmly. </li></ul><ul><li>Control the conversation from the  </li></ul><ul><li>beginn...
Leasing Consultant:  Hi!  Welcome to __________, I’m __________. What is your name? Prospect:  I’m _________. Leasing Cons...
Leasing Consultant:  Hi!  Welcome to ______, You must be _______! Prospect:  Yes, I am. Leasing Consultant:   It’s great t...
Leasing Consultant:  Hi!  Welcome to _______, You must be Julie! Prospect:   Ummm, no… Leasing Consultant:  No?  My name i...
What IF...  <ul><li>You’re on the telephone when a prospect comes in? </li></ul><ul><li>If you are on the phone with a  ne...
What IF...  <ul><li>You’re working on a “project” when a prospect comes in? </li></ul><ul><li>Our prospect are the PRIORIT...
a Fair Housing note... <ul><li>Consistency is the key in  Fair Housing.   </li></ul><ul><li>Greet all prospects in the ord...
Qualifying and Information Gathering: The  primary objective  during the “Qualifying and Information Gathering” portion of...
<ul><li>Help keep you on track. </li></ul><ul><li>Make notes and  </li></ul><ul><li>document the information  </li></ul><u...
<ul><li>Do not give brochures or other paperwork </li></ul><ul><li>to the prospect until the end of the visit. </li></ul><...
Leasing for Success! H. Kattelman 2008 <ul><li>Just before getting ready to take a prospect on a tour.   </li></ul><ul><li...
Leasing for Success! When is the &quot;RIGHT&quot; time to discuss Income Guidelines? The Welcome & Rapport Building Exper...
<ul><li>At this point you will know </li></ul><ul><li>EXACTLY what the prospect </li></ul><ul><li>is looking for is their ...
Leasing for Success! H. Kattelman 2008 The Community Tour and Apartment Presentation
<ul><li>Never assume that a prospect does not want to view a particular amenity or  </li></ul><ul><li>aspect of the commun...
<ul><li>Arrival Statements </li></ul><ul><li>Watch for facial reactions </li></ul><ul><li>Avoid generic phrases & using th...
Help them picture themselves living here by asking pre-closing questions. Make them say… Leasing for Success! H. Kattelman...
<ul><li>Help your prospect get in the Moving Mood! </li></ul><ul><li>Put yourself, the community  </li></ul><ul><li>& the ...
<ul><li>Listen to your prospect. </li></ul><ul><li>Sell to  everyone  in the group. </li></ul><ul><li>Don’t stand in the m...
<ul><li>Maintain control of the tour. </li></ul><ul><li>“ I don’t want you to miss a thing!” </li></ul><ul><li>“ Follow me...
<ul><li>Complete the Tour/Presentation </li></ul><ul><li>Activity Page </li></ul><ul><li>Arrival Statements </li></ul><ul>...
<ul><li>Always show  something! </li></ul><ul><li>Walk beside your prospect. </li></ul><ul><li>Continue to build rapport &...
Buying Signals …  about fees or deposits. …  how long it takes to  process an application  or move in. …  about the Lease....
Buying Signals <ul><li>OBJECTIONS ARE A GOOD THING!   </li></ul><ul><li>Be Prepared. </li></ul><ul><li>Clarify the objecti...
<ul><li>List THREE of your most common objections that your prospects bring to your attention at your community. </li></ul...
Buying Signals “ Let me think about it…” Translation:  Something is bothering me that’s preventing me from making this com...
Leasing for Success! H. Kattelman 2008
Leasing for Success! H. Kattelman 2008 Closing
Remember our #1 GOAL: LEASE THE APARTMENT TODAY! CLOSING:  The act of obtaining a “yes” or any other favorable response fr...
<ul><li>Historically, “closing” is the weakest </li></ul><ul><li>area for Leasing Consultants.   </li></ul><ul><li>WHY? </...
Studies show that you must attempt _____ CLOSES before the average prospect will commit. 7 Leasing for Success! H. Kattelm...
  A lways   B e   C losing Make every presentation from “Hello” to “Good-bye” a  “ CLOSING PRESENTATION.” Leasing for Succ...
Feature – Benefit Selling can easily be turned into “CLOSING” by simply adding a question into your feature – benefit stat...
Use a feature of each of the following:  Apartment Richman Property Services  Turn a feature-benefit statement into  a Clo...
PAINT a Picture Close Turn “Paint A Picture” statements into a CLOSE by adding a question. “ Don’t you just love the close...
Trial Close Where you ask questions to determine how close a prospect is to being ready to commit. Leasing for Success! H....
<ul><li>Which Close </li></ul><ul><li>This close uses options to create a scenario where they make a partial commitment an...
<ul><li>Complete the CLOSING ACTIVITY on </li></ul><ul><li>the following page for the below types of  </li></ul><ul><li>cl...
Assumptive Close Think POSITIVE and use “you” and “yours”.  This technique is based on you assuming that your prospect is ...
Urgency Close Motivation to act now – this is the bottom line with the Urgency Close.  No matter whether you have a specia...
Direct Close When you know that the prospect is on board and ready to commit, GO FOR IT! Leasing for Success! H. Kattelman...
<ul><li>Complete the CLOSING ACTIVITY on </li></ul><ul><li>the following page for the below types of  </li></ul><ul><li>cl...
<ul><li>Where did I go WRONG? Close </li></ul><ul><li>If you have attempted several other closes and are  </li></ul><ul><l...
Incentive Close This is a close that should only be used at the end of the tour/presentation – kind of a “last-stitch” eff...
<ul><li>Summary Close </li></ul><ul><li>Recap the apartment, its features and benefits with special focus on what the pros...
<ul><li>Complete the CLOSING ACTIVITY on </li></ul><ul><li>the following page for the below types of  </li></ul><ul><li>cl...
<ul><li>If I Could __, Would You? Close </li></ul><ul><li>Offer to do something that will overcome the objection, but  onl...
Third Party Close Another team member joins in and together, you use your combined skills to reinforce your closing effort...
<ul><li>Priority Waiting List Close </li></ul><ul><li>This is a great technique to use for prospects that are looking to m...
<ul><li>Complete the CLOSING ACTIVITY on </li></ul><ul><li>the following page for the below types of  </li></ul><ul><li>cl...
In your group, take turns practicing your  leasing techniques. One person will be the leasing consultant and the other the...
<ul><li>Final Closing and Application Area </li></ul><ul><li>Pens  </li></ul><ul><li>Have these items easy accessible to y...
<ul><li>In the event that you have a prospect that does not lease right away, DON’T stop! </li></ul><ul><li>Convey that yo...
<ul><li>  Attitude is everything. </li></ul><ul><li>  Just asking questions from the guest card doesn’t establish rapport....
Leasing SUCCESS Leasing for Success! H. Kattelman 2008
Upcoming SlideShare
Loading in …5
×

Leasing For Success

1,670 views

Published on

0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,670
On SlideShare
0
From Embeds
0
Number of Embeds
4
Actions
Shares
0
Downloads
0
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide
  • Leasing for Success! Leasing Course Developed By: H.Kattelman
  • Leasing for Success! Leasing Course Developed By: H.Kattelman
  • The leasing industry is getting more and more competitive! Prospects don’t have to lease just anywhere – there are many choices out there and p eople make decisions about whether they like or dislike you or your community in SECONDS! People makes this decision based on a variety of things such as:
  • Appeal to the senses… Sight: Lights, Blinds Open, Office Clean &amp; Un-Cluttered, Balloons, Bandit Signs, Banners, Flags, Model / Show Apartments, Tour Route Smell: Air Freshener, Refreshments (coffee &amp; cookies smell) Touch: Leasing Tools – Brochures, Floorplans, Marketing pieces Hear: Professional Music, Professional Voicemail Message Taste: Refreshments (coffee, cookies, lemonade, water, candy etc…) Daily Checklist Have a SPARKLE BUCKET!
  • Dress Code: Body Language: Posture – No slouching – Sit up straight, but not too tense. Relax your shoulders. Lean in to the prospect or resident slightly. Too much can come across as desperate. Nod occasionally to indicate that you are listening. Placement of Arms – When you cross your arms or legs, you are sending out signals that you are guarded. Sit or stand with both feet on the ground and use your hands to gesture occasionally, but be careful not to flail them to much! In addition, be aware of fidgeting habits; they can be very distracting to the prospect. Never hold things tight to your chest. This makes you seem distant and impersonal. When you keep your heart open, it lets people know that you are sincere. Facial Expressions – SMILE! Don’t take yourself too serious. You and your prospect will be more at ease if you make things fun! No fake smiles, though! When you first meet someone and a smile is obviously “plastered” on their face, it defeats the purpose. Eye Contact – Look at the person you are talking to. How will they be able to trust you if you don’t make eye contact? Be natural though, you don’t want to stare or “creep someone out”! When you are walking with the prospect, look ahead not down. If your eyes are down, if gives an indication of being “lost”. Personal Space – As Seinfeld taught America, everyone needs a little “space”! Be carful not to stand too close or enter into small areas such as bathrooms with a prospect. This can cause an uncomfortable situation. Personal Habits: Eating breakfast, lunch or snacks at your desk or in plain sight or prospects and residents creates an unprofessional appearance and often times relays the message that they are an “interruption” to you. Keep drinks tucked behind your computer and in a community glass or mug. Smoking is prohibited in or in front of the office, on golf carts and in vacant apartments. Smoking is only permitted in approved areas at each community. Personal Phone Calls – Receiving personal phone calls and having conversations about things other than business-related topics creates a poor appearance when witness by a resident or prospect. Personal cell phones should remain off or silent, not be used and out-of-site during business hours. Misuse of company equipment – Playing on the computer &amp; web-surfing are prohibited.
  • Guest Cards: Used to engage your caller in friendly conversation and document as you respond the information they provide to you. Pens: Leasing Portfolio: Contains various pieces of community information &amp; current availability. Community Brochures: Clean, professional floorplans and/or brochures to give to your prospects as reference pieces once they leave the community. Application Packets: Clean, crisp, original and COMPLETE application packages that are ready for your prospects to begin their application process. No copies of copies of copies, please! Stall / Marketing Collateral: Newsletters, Moonbeam service information, community event announcements, the Community Portfolio should all be professionally displayed and available to be used as a stall or for marketing to your prospects.
  • Leasing for Success! Leasing Course Developed By: H.Kattelman
  • Set your alarm to “CHIME”.
  • Greet the prospect warmly, whether they have an appointment or not. Controlling the conversation: I’m going to get some information from you and find out a little about what you are looking for… For people that you have talked to over the phone that come in for an appointment, change this to say… I’m going to get a little more information from you and then we’ll go look at your new apartment home. This puts them at ease about knowing what to expect. Use genuine greetings as you would if someone was coming to an appointment at your home such as, “Hi, I’m Heather. You must be Julie!” Close from the very beginning! By using assumptive and pre-closing phrases you’ll put your prospect in a buying state of mind at the start. Seat your prospect away from the office area if possible to avoid distractions such as the ringing telephone.
  • Stall Pieces: Brochures Marketing Materials Newsletters Community Portfolio WHY ARE GROUP TOURS A LAST RESORT? Much harder to get a commitment from one prospect much less both of them while they are together. Objections are contagious! When one person points out an objection, the other will see it too. Near impossible to build a solid rapport with both people. Easiest when one-on-one. We always want to customize out tour to the prospect. No two prospects are going to be the same so you will not be able to sell to their “hot buttons”. Worse-case scenario: They both want THAT apartment.
  • The definition of Rapport is: A bond or friendly relationship between people based on mutual liking, trust, and a sense that they understand and share each other&apos;s concerns
  • Just as you do over the telephone, you’ll gather information based on the “WHO”, WHAT”, “WHERE”, “WHEN”, “WHY” &amp; “HOW” Qualifying Basics.
  • Do not give brochures or other paperwork until the end Can be confusing for the prospect. Space looks different on paper. Let it serve as a reminder. People can’t read floorplans. Printed pieces are a distraction from what you are telling them! Too many options can become confusing. Open-Ended Questions: Results in a detailed response Closed-end questions: Answer is “Yes” or “No” - Pre-Closing Statements or Questions – Use these throughout. Probing Questions: I.E. Where do you work? Where else have you looked so far? Have you been looking for an apartment long? What Primary – You found out that they would like to have an apartment with vaulted ceilings. Secondary – “Why is that?” This is the time for you to learn… Your selling really starts when you get up from the table and transition into the demonstration.
  • You don’t have to spend a lot of time at the table talking about your community and the apartments. Say just enough to paint a picture of what they are about to see and hook their interest on what you are saying and then get on with the tour! Portfolio Radio – Safety Always let someone know where you are going, even if it’s the answering service, your grounds-keeper … Buddy System – Have your manager or service technician join in on the tour. Develop a code such as “The sink is leaking in the model.” Flip the deadbolt Let the prospect enter the apartment first Don’t go into small spaces such as closets &amp; bathrooms (sometime kitchens or patios etc… depending on your floorplans) they’re too compact for more than one person.
  • Leasing for Success! Leasing Course Developed By: H.Kattelman
  • Continue conversation as you go to and from the apartment and amenities. “What do you enjoy doing in your free time?” Sell the neighborhood. Sell the Service Team Discuss Richman Property Services, Inc. Sell Professional Management
  • ARRIVAL STATEMENTS “ I know you mentioned that you like to relax on the weekends. What better place to kick back than here at the swimming pool in a comfortable lounger with your i-pod and a cold cup of lemonade?” OR Just before you open the door to the apartment, say “This is our Magnolia floorplan. I know your going to love it!” (Take this opportunity to work in anything of interest or any hot buttons that you found out about during your information gathering.) “ This is my favorite floorplan! You are going to be amazed at the closet space in the bedrooms!” FACIAL REACTIONS You will learn a lot from seeing their reactions. VANNA WHITE Obviously they will know it’s a kitchen or a bathroom etc… Instead, use transitional phrases like “Do you enjoy cooking?” or “I think you’ll really enjoy the kitchen. With the upgraded Whirlpool appliance package that includes this space-saving built-in microwave, you’ll have plenty of room to cook for the entire family!” INVOLVING PROSPECTS Tell them to check out how much cabinet space there is or step out on the balcony to really enjoy the scenic view. “ You have to peek in the closet in this bedroom. Can you image how many shoes you will be able to put on those shelves and still have all that space for hanging clothes?”
  • Ask pre-closing questions like, “How do you think your bedroom furniture will fit in this room?” or “Won’t this be nice to have washer/dryer connection right here in your apartment home?
  • Turn a “LOOKER” into a “LEASER” YOU can help solve their problem. Take the headache out of moving! 1. MI Packet 2. Change of Address Cards 3. Maps of the city &amp; Local areas 4. Banking, Insurance, Schools and various local business information on hand. 5. New address labels “Do you have your moving boxes yet?” “Have you rented you moving truck?” “Do you plan to change banks?” “So, are all your buddy’s helping you move or are you hiring someone?” “Have you checked out your son’s new school yet?”
  • During the tour, you should only be doing about 30% - 40% of the talking. Let the prospect talk to you and make comments about what they are seeing. Remember, this is the big moment they have been waiting for – seeing the community &amp; apartment! If they brought their friend with them, that friend will have input on the decision. Standing the corner gives the room a larger appearance and allows for the prospect to view the entire area. Stay in control by guiding the prospect Don’t just pick a spot in the Living Room corner, stay there and offer to let them look around.
  • Even if you do not have a model or an apartment available to show, always give the V.I.P. a tour! If showing an apartment it must be Market Ready. As opposed to leading or walking in front of them, walk beside your prospect when ever possible. Information gathering doesn’t stop when you leave the office. We set the example – everyone knows you need to “train” your residents. When you walk them through the grass, you are showing them that it is acceptable. It’s the same thing with the parking lots. If you walk the prospects and their children through the parking lot, we are sending the message to their children that is alright to run though the streets! Golf Cart Driving – Be careful &amp; use common sense. Slow down at speed bumps Do NOT drive on the grass or sidewalks! Do NOT park in handicapped spaces Do NOT block cars Trash – this goes without saying! Remain Professional: Too much personal information Gossip about other team members, residents or your competitors Using slang or profane language Making promises that you may not be able to keep These are all things that lower the trust and confidence that your prospect will have in you.
  • Fees &amp; Deposits aren’t important unless they’re really interested. They’ve likely made an emotional commitment to the apartment. Now they need to get a timeline and make sure any formalities are covered. Remember, they must like and trust in you to buy from you. They are making this their home! They are seeing their table in the dining room, wondering if the new TV he just bought will fit on that wall and is hoping you will re-assure him that their queen-size bedroom set will fit comfortably in the master bedroom. Objections: They are ready to commit, but they have this one concern that need you to resolve.
  • Be Prepared: Knowing ahead of time how to handle your most common objections will help in not finding yourself at a loss for words. Clarify the objection: Don’t argue or tell the prospect they don’t need something: Nothing is more frustrating than opposition. It’s just human nature to want something even more when you are told that you don’t need it. Overcome the objection: Do SOMETHING! Nothing is worse than NONTHING! Empathize: Show that you understand them and why they may want that or feel that way. Feel – Felt – Found statements Identify with them. Example: When you have a prospect that wants a first floor apartment and you don’t have any available. “ I understand how you feel about thinking you want a first floor and others have felt the same way. However, many have found that they don’t mind the upper floors because they enjoy being on the top floor, plus those locations often offer the best views. Also, middle floor locations are known to be the most energy efficient.”
  • Objection Response to Overcome: Objection Response to Overcome: Objection Response to Overcome: Put at least one of your ideas into a F.F.F. Statement.
  • By asking these questions you may draw out hidden objections that you can address and overcome. You may also be able to assist the prospects with: Comparison shopping with information from your Leasing Portfolio Renting with Richman vs Renting a House or Condo Comparison WATCH VIDEO…
  • Leasing for Success! Leasing Course Developed By: H.Kattelman
  • Leasing for Success! Leasing Course Developed By: H.Kattelman
  • Fear Rejection: Our prospects EXPECT us to close. It’s OK if they say “no”, that just means that you need to overcome an objection. Think of it as them saying “maybe”. Remember a Leasing Consultant closes on average, seven times before the prospect says “yes”. Lack of confidence in product: This can easily be eliminated. Know AHEAD OF TIME what you have to show. You should have already walked the apartment(s), opened the model, mini-models and/or show units and know for sure that they are in excellent condition! Shop your competition. You do not have to believe that your product is 100% perfect for YOU, you have to believe that because of you, your sales &amp; customer service abilities, your team and your apartment community, that THIS is the perfect place for your V.I.P.! Poor Presentation: If you know you have not given a good presentation, this will certainly cause hesitation when it comes to closing. Ask yourselves: Am I familiar with all our floorplans (without having to look at a brochure)? Do I know which apartments to show &amp; have I seen them? Do I know the most common objectives and do I know how to overcome them? Do I have excellent community knowledge of our property and the area around us? Don’t want to appear “pushy”: Feeling “pushy” usually comes when you have not built a good rapport. If you have truly identified their needs and wants, matched them with an apartment that you have available and given an enthusiastic presentation that lets them know that this is the perfect home for them… “closing” will simply be a formality. It will be a natural conversation.
  • The prospect is there for a reason – they are interested in leasing an apartment! Believe they are going to LEASE! Have confidence, enthusiasm &amp; excitement! When you: Are on the phone Leave a voice mail Email Assist a prospect on site Think about when you’ve had a big decision to make or when you were anxious or nervous about making a decision. It’s not a fun feeling! Think about how great you felt when the decision was made! A sense of relief? A sense of accomplishment? Our job is to get our prospects that are anxious or nervous about making decisions to this sense of relief &amp; accomplishment state of mind.
  • HINT… it should have a question in it! A RPS Feature An Apartment Feature
  • “You are going to love cooking in this kitchen! With the clean, white Whirlpool appliances, six drawers, eighteen cabinets and designer beveled-edge counter tops, you’ll have no problem whipping up a great family dinner. Don’t you just love this kitchen?” Did you know that 3-4 hangers will fit in an inch of closet space? SO, for a closet rod of 5 FT you could say… “You can hang over 180 garments on just this one closet rod! Instead of saying “ample”, “lots” or “spacious”, use the actual number of cabinets, drawers or type of items that an area has or will accommodate. Name specific brands of appliances, fitness equipment, flooring and other items…
  • “How do you think you will arrange your furniture?” “Where will you put your TV?” “Do you think this apartment will meet your needs?”
  • “Do you prefer this upstairs location or the first floor we looked at?” “Would you rather move in on the first of August or would the weekend after work better for you?”
  • “Aren’t YOU going to enjoy this beautiful view of the lake from YOUR living room?” “Okay John, that apartment was just what you were looking for. Let’s head back to the clubhouse and get your application completed.” “Julie, while you’re filling out your application, I’m going to prepare a move in packet of information for you so you’ll be all set to move in.” “Let’s have a seat. This is the application for you to go ahead and fill out while I get that brochure I promised you and some move in information.”
  • “This is the last one bedroom on the first floor that I have available for your move in date. These locations don’t often come available.” “Isn’t this special incredible? I’m sure our company will not allow us to offer it for long.” “This location is very popular! It will go fast!”
  • “Julie, I can see how much you love this apartment home. Do you want to go ahead and start your application?”
  • “ I thought this would be the perfect apartment for you.” “ I guess I was wrong.” “ What didn’t you like?” OR “Was there something I didn’t show you?”
  • “ I’d like to let you know about a look and lease offer that I can do for you today only. If you go ahead and submit your application today, I can reduce the move in fees to only $199.”
  • “Julie, this apartment has everything you told me you were looking for. It’s is this great second floor location that you hoped for with a beautiful view. The bedrooms have those great walk-in closets you wanted and you loved how the kitchen set up is so open that you can watch your children while preparing dinner. Best of all it is ready to move in right now since you just arrived to the area.”
  • “If I could convince the Manager to let me add a ceiling fan here in the master bedroom for you, would you take the apartment today?”
  • “I could not help but overhear you mention that you had just started looking and wanted to check out a few other places in the area. I had a prospect lease an apartment just this morning that had been to every community in southside. He told me that he leased here because he felt it was truly the nicest community with the most to offer his entire family.” Great for new team members! They can step in on another person’s tour AND have the other, more experienced associates assist in closing on theirs too. Also a wonderful way for Managers to stay involved; it doesn’t take a lot of time and is a great team-building skill!
  • “On our Priority Wait List, you will have first choice of available apartments during your move in timeframe.” Pre-approve immediately through OneSite. Only pre-approved applicants will be placed on the PWL. Upon finding an apartment to reserve, applicant must bring in $100 holding fee within 48 hours. When holding fee is received, complete application verifications &amp; approval process through compliance.
  • Upon returning to the office you shouldn’t have to disappear to retrieve applications. Have your “Leasing Tools” ready and waiting for you! The only item in view should be pens, but everything else you need is there too. NO DISTRACTIONS for the prospect such as paperwork, brochures, flyers etc… Where to have them fill out the paperwork? The conference room or other secondary leasing table whenever possible. Offer refreshments upon returning to the office. Assist them with the application process. Complete a “Welcome Home” Move In Sheet
  • It is very important that you not jump right to this part! You should only reach these steps after detailed information gathering, a thorough presentation and numerous closing techniques have been attempted. Appointments to come back are great for prospects that are looking without their spouse, roommate, friend etc… One thing to note about saying you’ll keep in touch – MAKE SURE YOU DO!
  • Leasing For Success

    1. 1. Leasing for Success! H. Kattelman 2008
    2. 2. H. Kattelman 2008 Are you Ready? The Welcome & Rapport Building Experience The Community Tour & Apartment Presentation Closing Leasing for Success! Leasing for Success!
    3. 3. Leasing for Success! H. Kattelman 2008 Are your Ready?
    4. 4. People make decisions about whether they like or dislike you or your community in SECONDS! <ul><li>Appearance & cleanliness of the community </li></ul><ul><li>Bright & well-maintained flags, fresh balloons & a properly hung banner </li></ul><ul><li>The quality of the communities collateral given </li></ul><ul><li>The appearance of team members </li></ul><ul><li>Friendliness of team members </li></ul><ul><li>How comfortable and inviting the Leasing Center feels </li></ul><ul><li>How promptly people are assisted as they enter the office </li></ul><ul><li>How routine questions are answered </li></ul><ul><li>The dates & types of magazines in the waiting areas </li></ul>H. Kattelman 2008 Leasing for Success! Are you Ready?
    5. 5. Are you READY? Lights, Blinds, DOORS! mmmm... smells so good! Open & Check Amenities OPEN SHOW APTS Leasing for Success! H. Kattelman 2008 Are you Ready?
    6. 6. Leasing for Success! H. Kattelman 2008 Are you Ready?
    7. 7. A B Which one is correct? Leasing for Success! H. Kattelman 2008 Are you Ready?
    8. 8. Which one is correct? A B Leasing for Success! H. Kattelman 2008 Are you Ready?
    9. 9. A B Which one is correct? Leasing for Success! H. Kattelman 2008 Are you Ready?
    10. 10. A B Which one is correct? Leasing for Success! H. Kattelman 2008 Are you Ready?
    11. 11. What is wrong with this picture? Leasing for Success! H. Kattelman 2008 Are you Ready?
    12. 12. It starts with... YOU <ul><li>Dress & Personal Appearance Dress Code </li></ul><ul><li>Body Language Posture, Placement of arms, Facial Expressions, Eye Contact, Personal Space </li></ul><ul><li>Personal Habits Eating at your desk, Smoking, Personal Phone Calls, Misuse of company equipment </li></ul>Leasing for Success! H. Kattelman 2008 Are you Ready?
    13. 13. <ul><li>Being ready for the prospect is </li></ul><ul><li>the KEY to your SUCCESS! </li></ul><ul><li>Have your Leasing TOOLS </li></ul><ul><li>well-stocked and ready. </li></ul><ul><ul><ul><ul><li>Guest Cards </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Pens </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Leasing Portfolio </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Community Brochures </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Application Packets </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Stall / Marketing Collateral </li></ul></ul></ul></ul>SUCCESS Leasing for Success! H. Kattelman 2008 Are you Ready?
    14. 14. Leasing for Success! H. Kattelman 2008 The Welcome & Rapport Building Experience
    15. 15. A B How would you feel if you were greeting in this manner? H. Kattelman 2008 Leasing for Success! The Welcome & Rapport Building Experience
    16. 16. SIX S’s To a Successful Greeting S TOP… what you are working on. The prospect coming in the door is the priority! Push away any distractions, prepare to give the prospect your full attention. S MILE… It is a universal language and reflects that you glad to see that person. Nothing says “Welcome Home” like a genuine, friendly smile! S TAND… and immediately move towards your prospect. Do this, if possible before the prospect enters the door. Stand up, get out from behind your desk and move towards the prospect. To remain seated or allow them come to you, communicates disrespect and that they are and interruption. S HARE Eye Contact… This puts the prospect at ease and re-assures them that they made the right choice to visit your community. Eye contact is also helpful in establishing trust, building a good rapport and will relay a confidence. S HAKE… their hand. Remembering the sense of touch , you want to take the opportunity to build your relationship stronger by reaching out to them. Understand that you will make an impression on your prospect; be sure that you’re sincere, confident and avoid the “wet noodle” or “crab pincher” handshake. S ALUTATION… Welcome them in a way that makes them feel valued and important. Avoid generic phrases such as “Can I help you?” or “How are you?” Leasing for Success! H. Kattelman 2008 The Welcome & Rapport Building Experience
    17. 17. Greeting: <ul><li>Greet the prospect warmly. </li></ul><ul><li>Control the conversation from the </li></ul><ul><li>beginning by stating what you are going </li></ul><ul><li>to do. </li></ul><ul><li>Use genuine greetings. Steer clear of the </li></ul><ul><li>generic “How are you doing?” or “How </li></ul><ul><li>may I help you?” greetings. </li></ul><ul><li>Close from the very beginning! </li></ul><ul><li>Seat your prospect away from the office </li></ul><ul><li>area, if possible to avoid distractions. </li></ul>Leasing for Success! H. Kattelman 2008 The Welcome & Rapport Building Experience
    18. 18. Leasing Consultant: Hi! Welcome to __________, I’m __________. What is your name? Prospect: I’m _________. Leasing Consultant: It’s great to meet you! Are you looking for a new apartment home today? Prospect: Yes, I am. Leasing Consultant: Great! Come on in and let’s have a seat. I’m going to get some information from you and find out a little about what you are looking for and then we’ll go look at your new apartment home. Example #1 – Walk-In Leasing for Success! H. Kattelman 2008 The Welcome & Rapport Building Experience
    19. 19. Leasing Consultant: Hi! Welcome to ______, You must be _______! Prospect: Yes, I am. Leasing Consultant: It’s great to meet you! I’m ___________. We spoke on the phone earlier. Leasing Consultant: Come on in and let’s have a seat. I’m going to get a little more information from you and then we’ll go look at your new apartment home. Example #2 - Appointment H. Kattelman 2008 Leasing for Success! The Welcome & Rapport Building Experience
    20. 20. Leasing Consultant: Hi! Welcome to _______, You must be Julie! Prospect: Ummm, no… Leasing Consultant: No? My name is _________, what’s yours? Prospect: I’m _________. Leasing Consultant: It’s great to meet you ________! Are you looking for a new apartment home today? Prospect: Yes, I am. Leasing Consultant: Great! Come on in and let’s have a seat. I’m going to get some information from you and find out a little about what you are looking for and then we’ll go look at your new apartment home. By the way… I apologize that I called you Julie. I was expecting her for an appointment, but I’m really glad you’re here. Example #3 – When it’s not your appointment H. Kattelman 2008 Leasing for Success! The Welcome & Rapport Building Experience
    21. 21. What IF... <ul><li>You’re on the telephone when a prospect comes in? </li></ul><ul><li>If you are on the phone with a new prospective resident during a telephone </li></ul><ul><li>presentation: </li></ul><ul><li>Continue your call but, </li></ul><ul><li>Stand-up, Smile </li></ul><ul><li>and make an acknowledgement to the person that just entered. </li></ul><ul><li>Ask your caller to hold for a moment. </li></ul><ul><li>Greet the prospect. and invite them to sit. Offer them a “stalling “ piece </li></ul><ul><li>and let them know you’ll be right with them. </li></ul><ul><li>5) Quickly return to your call and finish the telephone presentation. </li></ul><ul><li>If you are on the phone with anyone else: </li></ul><ul><li>1) Stand-up, Smile and make an acknowledgement to the person that just </li></ul><ul><li>entered. </li></ul><ul><li>2) To the caller, nicely & professionally ask if may give them a call back. </li></ul><ul><li>Explain that someone is waiting to view their new apartment, and assure </li></ul><ul><li>them that you will give them a call back. </li></ul>Leasing for Success! H. Kattelman 2008 The Welcome & Rapport Building Experience
    22. 22. What IF... <ul><li>You’re working on a “project” when a prospect comes in? </li></ul><ul><li>Our prospect are the PRIORITY. </li></ul><ul><li>“ Projects” should not come before PROSPECTS. </li></ul><ul><li>STOP and proceed with remaining SIX S’s… </li></ul><ul><li>You’re already with a prospect when another prospect </li></ul><ul><li>comes in? </li></ul><ul><li>1) Smile and make an acknowledgement to the person that just entered. </li></ul><ul><li>Excuse yourself for just a moment. </li></ul><ul><li>Greet the prospect and invite them to sit. </li></ul><ul><li>Offer them a “stalling “ pieces and let them know you (or team-mate) will </li></ul><ul><li>be right with them. </li></ul><ul><li>5) Quickly return to your original prospect and continue presentation. </li></ul>Leasing for Success! H. Kattelman 2008 The Welcome & Rapport Building Experience
    23. 23. a Fair Housing note... <ul><li>Consistency is the key in Fair Housing. </li></ul><ul><li>Greet all prospects in the order that they arrive. When </li></ul><ul><li>unsure, simply ask who was first. </li></ul><ul><li>Shake every prospect’s hand. </li></ul><ul><li>Offer every prospect a seat. </li></ul><ul><li>Offer every prospect refreshments. </li></ul>Leasing for Success! H. Kattelman 2008 The Welcome & Rapport Building Experience
    24. 24. Qualifying and Information Gathering: The primary objective during the “Qualifying and Information Gathering” portion of a prospect’s visit is to determine what they are looking for in their next new apartment home. Creating a good rapport with the prospect will assist in your leasing efforts throughout the visit. Leasing for Success! H. Kattelman 2008 Rapport: A bond or friendly relationship between people based on mutual liking, trust, and a sense that they understand and share each other's concerns The Welcome & Rapport Building Experience
    25. 25. <ul><li>Help keep you on track. </li></ul><ul><li>Make notes and </li></ul><ul><li>document the information </li></ul><ul><li>that you find out from </li></ul><ul><li>your prospect. </li></ul><ul><li>HAVE A CONVERSATION </li></ul><ul><li>NO Q & A Session!! </li></ul>Qualifying BASICS = WHO, WHAT, WHERE, WHEN, WHY & HOW? Leasing for Success! H. Kattelman 2008 Use the Guest Card to: The Welcome & Rapport Building Experience
    26. 26. <ul><li>Do not give brochures or other paperwork </li></ul><ul><li>to the prospect until the end of the visit. </li></ul><ul><li>Ask open-ended and closed-ended </li></ul><ul><li>questions. </li></ul><ul><li>Ask a question / Repeat / Ask a question. </li></ul><ul><li>Ask “Probing” questions. </li></ul><ul><li>Ask both “primary” and “secondary” </li></ul><ul><li>questions. </li></ul>This is the time for you to learn... Leasing for Success! H. Kattelman 2008 Welcome and Rapport Building TIPS The Welcome & Rapport Building Experience
    27. 27. Leasing for Success! H. Kattelman 2008 <ul><li>Just before getting ready to take a prospect on a tour. </li></ul><ul><li>AFTER… </li></ul><ul><li>1. Finding out the prospects needs and apartment home preferences. </li></ul><ul><li>2. You complete the guest card. </li></ul><ul><li>Ideal to do when you ask for a photo ID </li></ul><ul><li>Step 1: Ask for photo ID’s </li></ul><ul><li>Step 2: Once they have their ID’s and are handing them to you, say… </li></ul><ul><li>“ Before we get ready to go look at the model, I do want to let you know that… Our community has income guidelines and what that means, is that for ___ people living in your home, the total annual household income cannot exceed $________.” </li></ul>When is the &quot;RIGHT&quot; time to discuss Income Guidelines? The Welcome & Rapport Building Experience <ul><li>WHILE stating this, show the guidelines from your portfolio. </li></ul><ul><li>Do not ask how much they make. </li></ul><ul><li>You should assume all prospects meet the guidelines, unless they </li></ul><ul><li>indicate otherwise. </li></ul>
    28. 28. Leasing for Success! When is the &quot;RIGHT&quot; time to discuss Income Guidelines? The Welcome & Rapport Building Experience Step 3: Move right along into your Tour. “ Alright, since we’ve got your ID’s, let me place these in a safe place in my office and I’ll show around the community and go look at your new apartment!” H. Kattelman 2008
    29. 29. <ul><li>At this point you will know </li></ul><ul><li>EXACTLY what the prospect </li></ul><ul><li>is looking for is their new home! </li></ul><ul><li>“ I have the perfect apartment home for you! It’s our Magnolia </li></ul><ul><li>floorplan which features a gorgeous kitchen with cherry cabinets, an upgraded appliance package with a space-saving built in microwave and convenient snack bar. I know you’re just going to love it! Let’s go take a look!” </li></ul><ul><li>Make sure you have your Leasing Portfolio, a radio with </li></ul><ul><li>you and any keys that you will need. </li></ul>Transition Leasing for Success! H. Kattelman 2008 The Welcome & Rapport Building Experience
    30. 30. Leasing for Success! H. Kattelman 2008 The Community Tour and Apartment Presentation
    31. 31. <ul><li>Never assume that a prospect does not want to view a particular amenity or </li></ul><ul><li>aspect of the community. Offer to show all prospects everything that your </li></ul><ul><li>community has to offer. </li></ul><ul><li>If a prospect declines an offer to view a particular amenity or part of the </li></ul><ul><li>community, document this on the guest card. </li></ul><ul><li>The same tour route should be used for all prospects every time. </li></ul><ul><li>THE TOUR </li></ul><ul><li>The tour should always begin with your amenities. </li></ul><ul><li>A scenic walk or ride to a vacant apartment </li></ul><ul><li>(preferably the one the prospect will be moving in to, when possible). </li></ul><ul><li>Then show the decorated model apartment home to </li></ul><ul><li>the prospect. </li></ul><ul><li>4. Return back to the leasing center. </li></ul>a Fair Housing note... Leasing for Success! H. Kattelman 2008 The Community Tour and Apartment Presentation
    32. 32. <ul><li>Arrival Statements </li></ul><ul><li>Watch for facial reactions </li></ul><ul><li>Avoid generic phrases & using the </li></ul><ul><li>the “Vanna White” techique. </li></ul><ul><li>Encourage the prospect to get </li></ul><ul><li>involved in the tour. </li></ul><ul><li>TELL ME & I may forget </li></ul><ul><li> SHOW ME & I might remember </li></ul><ul><li> INVOLVE ME & I’ll understand </li></ul>Leasing for Success! H. Kattelman 2008 The Community Tour and Apartment Presentation
    33. 33. Help them picture themselves living here by asking pre-closing questions. Make them say… Leasing for Success! H. Kattelman 2008 The Community Tour and Apartment Presentation
    34. 34. <ul><li>Help your prospect get in the Moving Mood! </li></ul><ul><li>Put yourself, the community </li></ul><ul><li>& the apartment in the </li></ul><ul><li>situation to help them. </li></ul><ul><li>Become the “Moving Expert”. </li></ul>Leasing for Success! H. Kattelman 2008 The Community Tour and Apartment Presentation
    35. 35. <ul><li>Listen to your prospect. </li></ul><ul><li>Sell to everyone in the group. </li></ul><ul><li>Don’t stand in the middle of </li></ul><ul><li>the room. </li></ul><ul><li>Guide the prospect through </li></ul><ul><li>the apartment. </li></ul>Leasing for Success! H. Kattelman 2008 The Community Tour and Apartment Presentation
    36. 36. <ul><li>Maintain control of the tour. </li></ul><ul><li>“ I don’t want you to miss a thing!” </li></ul><ul><li>“ Follow me” </li></ul><ul><li>“ Let me show you…” </li></ul><ul><li>HOWEVER; know when to back off! </li></ul><ul><li>“ I know there’s a lot to look at here. If you’ll excuse me for a </li></ul><ul><li>moment, I am going to step outside and give you a little time to look </li></ul><ul><li>around some more.” </li></ul><ul><li>After some time has passed, regain control when you re-enter </li></ul><ul><li>and say: “Oh, there is one last thing I wanted to show you!” </li></ul>Leasing for Success! H. Kattelman 2008 The Community Tour and Apartment Presentation
    37. 37. <ul><li>Complete the Tour/Presentation </li></ul><ul><li>Activity Page </li></ul><ul><li>Arrival Statements </li></ul><ul><li>Transitional Phrases </li></ul><ul><li>Getting the prospect Involved </li></ul>H. Kattelman 2008 Leasing for Success! Activity:
    38. 38. <ul><li>Always show something! </li></ul><ul><li>Walk beside your prospect. </li></ul><ul><li>Continue to build rapport & find out more about your </li></ul><ul><li>prospect throughout the tour. Bring your Guest Card </li></ul><ul><li>on the tour in your Leasing Portfolio to make notes. </li></ul><ul><li>Have a natural conversation while you continue to sell. </li></ul><ul><li>Avoid walking in the grass. Try to stay on sidewalks </li></ul><ul><li>instead of the parking lots. </li></ul><ul><li>Never walk past a piece of trash without picking it up! </li></ul><ul><li>Remain Professional </li></ul>Leasing for Success! H. Kattelman 2008 Community Tour and Apartment Presentation TIPS The Community Tour and Apartment Presentation
    39. 39. Buying Signals … about fees or deposits. … how long it takes to process an application or move in. … about the Lease. … about you. … about making a change to the apartment. … exact measurements. … for your feedback about placement of furniture. When a prospect inquires... Make Objections Leasing for Success! H. Kattelman 2008 The Community Tour and Apartment Presentation
    40. 40. Buying Signals <ul><li>OBJECTIONS ARE A GOOD THING! </li></ul><ul><li>Be Prepared. </li></ul><ul><li>Clarify the objection. </li></ul><ul><li>Don’t argue with your prospect </li></ul><ul><li>or tell them that they don’t “need” </li></ul><ul><li>something. </li></ul><ul><li>Overcome the objection with answers, </li></ul><ul><li>solutions, alternatives and ideas. </li></ul><ul><li>Empathize </li></ul><ul><li>Use Feel Felt Found Statements </li></ul>Overcoming Objections Leasing for Success! H. Kattelman 2008 The Community Tour and Apartment Presentation
    41. 41. <ul><li>List THREE of your most common objections that your prospects bring to your attention at your community. </li></ul><ul><li>List your solution, alternative or idea that may be used to overcome each objection. </li></ul><ul><li>Put at least one of your ideas into a F.F.F. Statement. </li></ul><ul><li>On the next page, complete the F.F.F. Statements. </li></ul>H. Kattelman 2008 Activity: Leasing for Success! Activity:
    42. 42. Buying Signals “ Let me think about it…” Translation: Something is bothering me that’s preventing me from making this commitment today. What should you do? “ You should think about it. Choosing a new home is a very important decision.” “ Can I ask what kind of things you will be thinking about?” Overcoming Special &quot;Objections&quot; THE STALL or PUT OFF “ I want to look at a couple other places.” and “ I’m just looking around.” What should you do? “ You should look around. You want to be sure that you find exactly the right place for you.” CONTINUE… “ Can I ask what kind of things you will be looking for?” or “Where will you be visiting?” Leasing for Success! H. Kattelman 2008 The Community Tour and Apartment Presentation
    43. 43. Leasing for Success! H. Kattelman 2008
    44. 44. Leasing for Success! H. Kattelman 2008 Closing
    45. 45. Remember our #1 GOAL: LEASE THE APARTMENT TODAY! CLOSING: The act of obtaining a “yes” or any other favorable response from a prospect. If you don’t CLOSE, You won’t LEASE! 80% of leases are lost simply because the prospect is never even asked to fill out an application or leave a holding fee. Leasing for Success! H. Kattelman 2008 Closing
    46. 46. <ul><li>Historically, “closing” is the weakest </li></ul><ul><li>area for Leasing Consultants. </li></ul><ul><li>WHY? </li></ul><ul><li>Fear of Rejection </li></ul><ul><li>Lack of confidence in product </li></ul><ul><li>Poor Presentation </li></ul><ul><li>Don’t want to appear “pushy” </li></ul>Leasing for Success! H. Kattelman 2008 Closing
    47. 47. Studies show that you must attempt _____ CLOSES before the average prospect will commit. 7 Leasing for Success! H. Kattelman 2008 Closing
    48. 48. A lways B e C losing Make every presentation from “Hello” to “Good-bye” a “ CLOSING PRESENTATION.” Leasing for Success! H. Kattelman 2008 Closing
    49. 49. Feature – Benefit Selling can easily be turned into “CLOSING” by simply adding a question into your feature – benefit statement. “ Don’t you just love this view of water and trees? It allows you to keep your blinds open without giving up your privacy.” Feature - Benefit Closing Leasing for Success! H. Kattelman 2008 Closing
    50. 50. Use a feature of each of the following: Apartment Richman Property Services Turn a feature-benefit statement into a Close”. Make sure you include a question. H. Kattelman 2008 Activity: Leasing for Success! Activity:
    51. 51. PAINT a Picture Close Turn “Paint A Picture” statements into a CLOSE by adding a question. “ Don’t you just love the closet in this bedroom? “You can hang over 180 garments on just this one closet rod!” Leasing for Success! H. Kattelman 2008 Closing
    52. 52. Trial Close Where you ask questions to determine how close a prospect is to being ready to commit. Leasing for Success! H. Kattelman 2008 Closing
    53. 53. <ul><li>Which Close </li></ul><ul><li>This close uses options to create a scenario where they make a partial commitment and can NOT be answered with a “yes” or “no”. </li></ul><ul><li>Great to use with prospects that may not </li></ul><ul><li>be quite ready to fully commit. </li></ul><ul><li>Limit to 2 choices whenever possible. </li></ul>Leasing for Success! H. Kattelman 2008 Closing
    54. 54. <ul><li>Complete the CLOSING ACTIVITY on </li></ul><ul><li>the following page for the below types of </li></ul><ul><li>closing techniques: </li></ul><ul><li>Paint A Picture Close </li></ul><ul><li>Trial Close </li></ul><ul><li>Which Close </li></ul>H. Kattelman 2008 Activity: Leasing for Success! Activity:
    55. 55. Assumptive Close Think POSITIVE and use “you” and “yours”. This technique is based on you assuming that your prospect is going to apply and move in. Place ownership on things throughout the leasing process. Leasing for Success! H. Kattelman 2008 Closing
    56. 56. Urgency Close Motivation to act now – this is the bottom line with the Urgency Close. No matter whether you have a special or not, or if you high availability or not, you can and should use the urgency close. Leasing for Success! H. Kattelman 2008 Closing
    57. 57. Direct Close When you know that the prospect is on board and ready to commit, GO FOR IT! Leasing for Success! H. Kattelman 2008 Closing
    58. 58. <ul><li>Complete the CLOSING ACTIVITY on </li></ul><ul><li>the following page for the below types of </li></ul><ul><li>closing techniques: </li></ul><ul><li>Assumptive Close </li></ul><ul><li>Urgency Close </li></ul><ul><li>Direct Close </li></ul>H. Kattelman 2008 Activity: Leasing for Success! Activity:
    59. 59. <ul><li>Where did I go WRONG? Close </li></ul><ul><li>If you have attempted several other closes and are </li></ul><ul><li>not getting a positive response, this close is a great way </li></ul><ul><li>to bring out some hidden objections that may be </li></ul><ul><li>holding the prospect back from committing. </li></ul><ul><li>No one ever wants to make someone feel that they </li></ul><ul><li>have made a mistake so this tends to get the prospect </li></ul><ul><li>to open up about any hesitations they may have and </li></ul><ul><li>tell you the real reason the are not ready to commit. </li></ul>Leasing for Success! H. Kattelman 2008 Closing
    60. 60. Incentive Close This is a close that should only be used at the end of the tour/presentation – kind of a “last-stitch” effort to get them to commit. Leasing for Success! H. Kattelman 2008 Closing
    61. 61. <ul><li>Summary Close </li></ul><ul><li>Recap the apartment, its features and benefits with special focus on what the prospect values most. </li></ul><ul><li>This technique works great in combination </li></ul><ul><li>with a secondary close. </li></ul>Leasing for Success! H. Kattelman 2008 Closing
    62. 62. <ul><li>Complete the CLOSING ACTIVITY on </li></ul><ul><li>the following page for the below types of </li></ul><ul><li>closing techniques: </li></ul><ul><li>Where Did I Go Wrong Close </li></ul><ul><li>Incentive Close </li></ul><ul><li>Summary Close </li></ul>H. Kattelman 2008 Activity: Leasing for Success! Activity:
    63. 63. <ul><li>If I Could __, Would You? Close </li></ul><ul><li>Offer to do something that will overcome the objection, but only if the prospect commits to lease the apartment up front. </li></ul><ul><li>Be realistic. </li></ul><ul><li>Check with your Manager. </li></ul>Leasing for Success! H. Kattelman 2008 Closing
    64. 64. Third Party Close Another team member joins in and together, you use your combined skills to reinforce your closing efforts. Leasing for Success! H. Kattelman 2008 Closing
    65. 65. <ul><li>Priority Waiting List Close </li></ul><ul><li>This is a great technique to use for prospects that are looking to move in up to 120 days in advance. This also works well for communities that have limited availability. </li></ul><ul><li>Perfect to fill those “un-expected” notices or </li></ul><ul><li>vacancies. </li></ul><ul><li>Must complete application and leave </li></ul><ul><li>application fees. </li></ul>Leasing for Success! H. Kattelman 2008 Closing
    66. 66. <ul><li>Complete the CLOSING ACTIVITY on </li></ul><ul><li>the following page for the below types of </li></ul><ul><li>closing techniques: </li></ul><ul><li>If I Could ___, Would You? Close </li></ul><ul><li>Third Party Close </li></ul><ul><li>Priority Wait List Close </li></ul>H. Kattelman 2008 Activity: Leasing for Success! Activity:
    67. 67. In your group, take turns practicing your leasing techniques. One person will be the leasing consultant and the other the prospect. Use the Leasing Critique on the next page to see how you did and talk about your results after each of you have been the consultant. H. Kattelman 2008 Activity: Leasing for Success! Activity:
    68. 68. <ul><li>Final Closing and Application Area </li></ul><ul><li>Pens </li></ul><ul><li>Have these items easy accessible to you </li></ul><ul><li>Applications </li></ul><ul><li>Supplemental Application Form Packets </li></ul><ul><li>Application Selection Criteria </li></ul><ul><li>Welcome Home Move In Sheet </li></ul><ul><li>Brochures & Other Marketing Material </li></ul>Leasing for Success! H. Kattelman 2008 Closing TIPS Closing
    69. 69. <ul><li>In the event that you have a prospect that does not lease right away, DON’T stop! </li></ul><ul><li>Convey that you sincerely care about helping them </li></ul><ul><li>find a new home. </li></ul><ul><li>Attempt to set up an appointment to come back. </li></ul><ul><li>Return their ID. </li></ul><ul><li>Let them know you’ll keep their information on </li></ul><ul><li>hand and stay in touch with them. </li></ul>Final TIPS Leasing for Success! H. Kattelman 2008
    70. 70. <ul><li> Attitude is everything. </li></ul><ul><li> Just asking questions from the guest card doesn’t establish rapport. Find </li></ul><ul><li>common ground and have a conversation. </li></ul><ul><li> LISTEN </li></ul><ul><li> Be aware of how you LOOK and SOUND to the prospect. “UH”, repeating </li></ul><ul><li>phrases, your gestures, personal habits etc. </li></ul><ul><li> Present your community only after you have found out everything they are </li></ul><ul><li>looking for. </li></ul><ul><li> A.B.C. </li></ul><ul><li> Be enthusiastic & excited! </li></ul><ul><li> Have specific Leasing Goals that you set for yourself (If they aren’t </li></ul><ul><li>measureable and aren’t written down, they aren’t goals!) </li></ul><ul><li> Are you confident in what you will show today? </li></ul><ul><li> Evaluate your own presentations. Whether you lease or not, take a few </li></ul><ul><li>minutes to note what worked and what didn’t. Be sure to focus on not </li></ul><ul><li>only the things you miss, but the things you do right too! </li></ul><ul><li> YOU are the product too – Are you ready? </li></ul><ul><li> Life is too short to spend 8 or more hours a day being miserable! Success </li></ul><ul><li>is FUN! You’re often improving people’s lives and that’s something to feel </li></ul><ul><li>great about! Leasing & Property Management is FUN, so ACT LIKE IT! </li></ul>Leasing for Success! H. Kattelman 2008
    71. 71. Leasing SUCCESS Leasing for Success! H. Kattelman 2008

    ×