Tracy’s Successful Telephone Tips, Tricks & Techniques

Posted By: Carina Pfeiffer Education Corner,

This is a guest post by Carina Miles, one of your Market Director’s for 407apartments, a local search for apartments in Orlando.

This week Tracy Lesse took a break from her role as a Community Director with Matrix Residential to share some of her tried and true telephone tips with leasing professionals. With more than 20 years of leasing and management experience, there was no better person to teach this class! For those of you who missed it, here is a summary of what they learned.

Three of the first words Tracy said were food, water, shelter. Why, you wonder? These are the vital necessities that everyone needs to survive. As leasing professionals, you are helping to provide an absolute necessity. With so many distractions in the leasing office, this can easily be forgotten. Be sure to remember this and take pride in what you do!

As the frontline for your community, you need to be a cheerleader and the biggest fan of your property. If you come across as though you don't believe in your product, how can you expect your prospect to? In many cases your first interaction with a prospect starts with a phone call, so let your voice paint a picture for your customer.

Develop a Great Telephone Image

Did you know that 83% of your telephone image is based on voice tone, pitch, etc. and just 17% is based on the words you choose? So next time you pick up the phone be engaged and excited to share information about your community.

Below are my top 10 takeaways from the class in no specific order:

  1. Speak to be heard: the spoken word includes the quality, speed and tone of voice.
  2. Selling is 20% knowledge and 80% enthusiasm.
  3. Focus on the caller. Maybe this means turning your chair a few degrees.
  4. Avoid asking questions that are a simple yes or no.
  5. 80-90% of a customer’s buying decisions are based on emotions.
  6. Ask for their phone number. Did you know that this is for 15 points on a shop?
  7. Use descriptive words: Beautifully landscaped, luxurious, expansive, unique, plush, impressive.
  8. The ball is in your court to schedule a tour. Make sure to ask and find out their availability to visit.
  9. Know your availability. Have it printed or pulled up on the screen before answering your first call of the day.
  10. The fastest way to end a phone call is to answer the price questions first.

Are you asking the right questions?

There are certain specifics that you need answered in order to know if you can help your prospect, and to ensure you are selling them on the right apartment in your community. Asking these SIX basic questions will help you tremendously:

  1. Who will be living in the apartments
  2. What size apartment are you looking for?
  3. When are you planning on moving?
  4. Where is best to reach you? (email, phone, etc.)
  5. How did you hear about us?
  6. What are the 2 most important items you would like to have in your new home?

Develop a new line of additional questions to better understand what your customer’s hot buttons are. You can use these answers to help build your case as to why you’re the perfect community for them to call home.

  • What is the best feature where you are currently living?
  • What are your expectations for your new home?
  • What prompted your decision to move?

The ultimate goal of the phone call is to secure an appointment. If you can get them there, you’re already half way to turning your phone call into a lease. If you remember the tips from this class and implement them next time you pick up the phone, you should be well on your way to securing that tour and lease!