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Leasing For Success
- 1. Leasing for Success! H. Kattelman 2008
- 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. Leasing for Success! H. Kattelman 2008 Are your Ready?
- 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. Leasing for Success! H. Kattelman 2008 Are you Ready?
- 7. A B Which one is correct? Leasing for Success! H. Kattelman 2008 Are you Ready?
- 8. Which one is correct? A B Leasing for Success! H. Kattelman 2008 Are you Ready?
- 9. A B Which one is correct? Leasing for Success! H. Kattelman 2008 Are you Ready?
- 10. A B Which one is correct? Leasing for Success! H. Kattelman 2008 Are you Ready?
- 11. What is wrong with this picture? Leasing for Success! H. Kattelman 2008 Are you Ready?
- 14. Leasing for Success! H. Kattelman 2008 The Welcome & Rapport Building Experience
- 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. 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
- 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. 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. 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
- 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
- 28. Leasing for Success! When is the "RIGHT" 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
- 30. Leasing for Success! H. Kattelman 2008 The Community Tour and Apartment Presentation
- 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
- 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
- 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 "Objections" 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. Leasing for Success! H. Kattelman 2008
- 44. Leasing for Success! H. Kattelman 2008 Closing
- 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
- 47. Studies show that you must attempt _____ CLOSES before the average prospect will commit. 7 Leasing for Success! H. Kattelman 2008 Closing
- 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. 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. 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. 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. 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
- 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. 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. 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
- 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
- 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
- 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:
- 71. Leasing SUCCESS Leasing for Success! H. Kattelman 2008
Editor's Notes
- 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 & Un-Cluttered, Balloons, Bandit Signs, Banners, Flags, Model / Show Apartments, Tour Route Smell: Air Freshener, Refreshments (coffee & 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 & 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 & 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's concerns
- Just as you do over the telephone, you’ll gather information based on the “WHO”, WHAT”, “WHERE”, “WHEN”, “WHY” & “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 & 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 & 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 & 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 & 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 & 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 & 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 & 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 & 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 & 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 & 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!