Basic Flashcards
What are the four steps to being an active listener?
Listen with the intent to understand, focus completely on listening, ask questions, summarize
How to help prospects find the right apartment
Listen ask & listen carefully, qualify rental criteria, control the conversation
Six closing techniques
Summary, personal invitation, assumption, urgency, yes, double-team
SMART
Specific, measurable, attainable, realistic, timely
CRISP
Courteous, respectful, smile, privacy
What are the stages when handling a phone call?
Identification-answer with your name and property name, gather their info.
Offer appropriate unit-mention amenities, refer (if necessary)
Review requirements-push for appointment.
Confirm information- confirm phone/email
What are the four rental criteria’s?
Approval, conditional approval, denials, section 8 applicants
What are the seven steps to handling an irate tenant?
Remain calm, don’t take it personal, use your best listening skills, actively sympathize, apologize gracefully, find a solution, take a few minutes for yourself
Lead scores?
Source, first contact, move-in date, lease term, lead stage
How to control the conversation?
Believe, have a positive attitude, be totally prepared, undeniable value in favor of the customer
For ways to drum up traffic
Banners and balloons, post to craigslist, organize an event, encourage walk in traffic
Two ways to establish rapport?
Make the prospect feel welcomed and comfortable, make the prospect feel important and valued
For things we check upon approval?
Monthly income, rental history, child support debt, criminal
What six things must be done during the moving process?
Check the plumbing, check appliances, check repairs have been completed and unit is clean, take pictures of unit, sign off on ready unit sheet, do a walk-through with the tenant
When an application gets denied what must be done?
Send a letter or email, call
