Every phone call from a prospective resident is an opportunity to rent an apartment. And executing our phone systems at an elite level takes practice – whether through role-plays, ongoing training or reviewing past calls to study areas for improvement.
Today, we are launching our “Dialed in” Loop series – a new training tool to help our managers and sales associates overcome objections. Each month we will release a Funnel call to listen and learn from.
We start our series with a phone call from senior manager Krystal Ware at Allura in Dallas. Regional head Dan Pisegna praised Krystal for her performance. Krystal faced a credit score question as soon as she answered this call. By following her training, she gained control, built rapport and booked a tour for the same day.
Listen here:
Partner and senior sales and manager trainer Jennie Juran provides her pluses:
- Energy: You can feel the smile on her face.
- Krystal has a flow and is in control of the call.
- Building rapport: She used the prospect’s name at least four times.
- Urgency: When he said he needed to move ASAP, she responded, “ASAP! We got to get you in here today!”
- 30-second commercial: Energy, voice inflection, excited about her community, personalized with “my favorite thing.”
- She created urgency again after the 30-second commercial and offered two tour times for today.
- Krystal’s deflection of his concern for credit score: She deflected four times and never made him think he would not get approved. She always deflected and went right back to script and was in control of the call.
- She tried to set an appointment four times, and he set the appt for today at 4:15.
- Personable throughout the call.
Know of a great phone call that highlights outstanding sales technique? List it in the comments below. It could be one of our next features on Loop.