A phone call with a prospective resident can go sideways at any moment. Whether it’s an open ended question or a request for unit pricing, our associates are trained to stay focused on the ultimate goal of scheduling a tour.
In this latest edition of Dialed In, we look at a recent phone call answered by manager Katie Smith. Prospect Ashley was looking for a 3-bedroom with immediate availability. The only problem; Ashley opened the call asking if the property accepted Section 8 vouchers.
LISTEN: Katie Smith keeps her composure to schedule a tour
By deflecting the question up front, Katie was able to keep the caller interested in touring a unit, saving the more detailed conversations for after the visit.
Plusses
- Initial deflection with high energy
- Listens to the caller and creates immediate urgency – one left for immediate move in
- Naturally rolls into 30-second commercial
- Personal touch at the end of 30-second commercial which builds rapport
- Uses move-in date to create urgency to come in today
- Caller objects to coming today because she still has to go through a class to get the voucher – Katie keeps control and makes caller feel important
- Immediately goes back to the two appointment times
- Used Ashley’s name four times
- Closed call with directions to the clubhouse, appointment confirmation and a positive comment
“Katie does a fantastic job sticking to our phone system,” said partner Jennie Juran. “She keeps control and doesn’t allow Section 8 to throw her off. She has high energy, creates urgency and relates to the prospect.”
Katie’s persistence proves if you follow the system every time, you can convert anyone!