So what???!!! Your Community is beautiful - so is everyone else's. You have 4 swimming pools, 3 fitness centers and 2 playgrounds - Awesome! Soooo does everyone else. And you know what everyone else has too ... 1 Leasing Consultant at the front desk that doesn't stand to greet you with a smile or thank you for coming in because you didn't have to or ask you how your day was - You got where I'm going with this yet?
Prospect walks through the door ... Your most important task at hand now? Answer: Deliver something that no one else is guaranteed of - Rock Star Customer Service by building a relationship. You can't sell the difference between you and every other community down the block if you don't know nor understand the needs of whom you're selling to.
1st Step: Stand, Smile, and Go Meet Them At The Door!
Positive initial engagement is key toward setting your stage for closing the deal. Greet every everyone genuinely. Make your guest feel valued, at home and welcomed.
Making someone feel comfortable is key toward relationship building. By understanding the needs of your prospect and building a relationship atop your understanding of their needs as a single mother, single father, animal lover, business owner, etc. ensures that both you and your prospect win.
Always Remember: Rock Star Customer Service will always be the key that sets you apart from the competition. The amenities to a community are great, but surveys show that for the most part, they are simply that - great to want oppose to a great necessity to have. So, your job is to replace their wants with their needs and deliver it to them in a nicely wrapped present. Over 70% of your community will never step a foot into a hot tub nor a tanning bed nor onto a tennis court ... its simply great to want. How do you go about understanding what fits where for your prospect, you ask? Answer: By building that relationship, silly! And it all begins from that initial contact - via phone, email or actual walk-in.
Making someone feel comfortable is key toward relationship building. By understanding the needs of your prospect and building a relationship atop your understanding of their needs as a single mother, single father, animal lover, business owner, etc. ensures that both you and your prospect win.
Always Remember: Rock Star Customer Service will always be the key that sets you apart from the competition. The amenities to a community are great, but surveys show that for the most part, they are simply that - great to want oppose to a great necessity to have. So, your job is to replace their wants with their needs and deliver it to them in a nicely wrapped present. Over 70% of your community will never step a foot into a hot tub nor a tanning bed nor onto a tennis court ... its simply great to want. How do you go about understanding what fits where for your prospect, you ask? Answer: By building that relationship, silly! And it all begins from that initial contact - via phone, email or actual walk-in.
2nd Step: Be Proactive
For example, if you're the 5th community on a street of 10, what is going to be the hardest part for a prospect in choosing the right apartment for them? Answer: Understanding the difference and if such a difference meets their needs. Go ahead and do some homework on your competition and complete a "50 Reasons To Move To Springdale Apartments" - Trust me, making the choice a simplified one is a win for everyone involved.
3rd Step: Listen
One thing that gets my goat is having to repeat myself. I, like most people, simply want to be genuinely heard and genuinely guided when in need of a guide aka leasing consultant. Make the effort to focus on the conversation at hand. Let your prospect talk, then show them that you are listening by responding accordingly.
4th Step: Conflict Resolution
As a leasing consultant you do more than just lease apartments, you lease solutions. Find out what your prospects problem is and work diligently to help them solve it.
As a leasing consultant you do more than just lease apartments, you lease solutions. Find out what your prospects problem is and work diligently to help them solve it.
5th and Final Step: Close
Welllll ... technically closing isn't just the 5th step, its step 1, 2, 3, 4 and 5. For example, a good closer in the 1st step is "Hi, Stephaine and thank you so much for making the time to come in. I really appreciate you allowing me to show you around your new home. Now after we get done here, I've already set up some goodies along with a checklist of items I'll need from you to bring back once you complete your application so that we can get you approved to move in - sounds good?"
Welllll ... technically closing isn't just the 5th step, its step 1, 2, 3, 4 and 5. For example, a good closer in the 1st step is "Hi, Stephaine and thank you so much for making the time to come in. I really appreciate you allowing me to show you around your new home. Now after we get done here, I've already set up some goodies along with a checklist of items I'll need from you to bring back once you complete your application so that we can get you approved to move in - sounds good?"
Courtesy of : Leasing Angels, Inc. "We help you build the relationships needed to ensure your success." www.leasingangels.net
No comments:
Post a Comment