This document provides tips and guidelines for effectively handling phone calls as a leasing professional. The key objectives are to sound professional, be prepared for calls, take control of conversations, deliver sales messages well, and handle complaints effectively. It emphasizes using a 4-step sales approach, listening to customers, taking control of conversations by asking targeted questions, collecting important data, and closing the sale. Additional hints include answering calls promptly, using customers' names, being courteous, giving concise information, and taking time to be helpful.

1. Lip Service at it Best Copyright Kathy Relyea

2. Objectives of this course: Sound more professional on the telephone. Be more prepared for your incoming calls. Take control of all calls. Deliver an effective sales message. Handle complaint calls more effectively.

3. You were hired to be leasing professional…. “ Leasing” is the first line of your job description and is ALWAYS your number one goal, no matter how you come into contact with a prospective renter. The odds are overwhelmingly in favor that the first contact will occur over the telephone.

4. Telephone Facts Four out of five of your residents first come into contact with your community over the telephone! Every call presents the opportunity to: Make a SALE, RETAIN a customer or Win a FRIEND!

5. Your Telephone Personality Profanity - They only give you the impression of crudeness and coarseness. Personality- Each telephone call is a separate challenge to an individual's ability to meet a new situation. Alertness- Be interested in the person calling. Expressiveness- Smile! Courtesy Thoughtfulness expressed in the tone of your voice create good will and makes friends. 5. Naturalness- 3 easy hints will help you to streamline your voice: Notice how others speak. Read aloud to practice. Always be conscious of your voice.

6. The 4 Step Sales Approach Step Identify. Listen carefully. Answer questions with authority.

7. Step 2. Take Control of the conversation Do not hesitate or pause. Ask questions that lead to sales by using “______, when,_______ where, and ______.

8. Step Collect Important data. Follow the telephone presentation pad.

9. Telephone Presentation pad Must be used EVERYTIME! Get the PROSPECT’S NAME. What SIZE of Apartment? How many people will be living in the apartment? What kind of PET? Special interests and needs? Personalize presentation. Set an APPOINTMENT. Offer directions. Offer to fax or mail information. MARKETING SOURCE. Thank you !

10. Step 4. Close the sale. Summarize the information, this will eliminate any misunderstandings. Say thank you Repeat the appointment time. Always let the customer hang up first!

11. HINTS….. Listen for key words or clues. Control the conversation. Be positive. Point out features of your service or product. Use the power of suggestion. Ask for the sale.

12. Suggestions… Answer all calls PROMPTLY. Use the CUSTOMER’S NAME whenever possible. Remember basic courtesies, say "thank you", "I beg your pardon", and "please". Always let the caller HANG UP FIRST, they may think of another question at the last minute. Service your calls when your customer is on hold. Example: "Sorry to keep you waiting, I'm checking that information for you." If you realize that the caller's request is going to be a long wait, as in researching a problem, or the computers go down,What should you do?

13. REMINDERS….. People like to do business with people they like. Have a courteous manner regardless of the requests or questions of prospect. Inspire confidence in the prospect by giving definite, concise information, be sure of yourself. Be diplomatic!

14. Take Time for Courtesy Greet the caller pleasantly. Use the customer’s name. Try to visualize the person. Be attentive. Take time to be helpful. Apologize for errors or delays Be Prepared

15. Ways to sell without really selling Being professional is actually a form of selling! Always keep one step ahead of the caller. Know your RENTS and specials. Every NOISE is transmitted. Be POSITIVE. Stress benefits, not FEATURES. Use sales vocabulary. Use your voice as your gestures.