You have already created the excitement for the prospect to see the apartment home. The key is to keep the prospect excited about leasing from you while you take them on the tour of your community. Below you will fined some key items that I have found useful in any situation and property. But first I want everyone to remember that every person who walks into your office has a dollar sign over their head whether it is a current, previous resident or new guest they equal money. Treat them the way you want to be treated and always keep making the sale to them.
How to start your tour:
Take the prospect to the apartment home first this is what they came in to see. Be sure to talk to the prospect about what they are looking for in a community. Ask the questions why, what, and when while talking to them. Write down their answer on the Guest Card or in a notebook that you have taken with you. Don’t rely on your memory rely on your notes. Use your notes to help you sell the community.
Inside the apartment home:
When you open the door, these words should be popping out of your mouth: “ Welcome to your new home at ________________ “. Start introducing the apartment to the prospect by showing the key points that they are looking for in the apartment home (you should refer to your notes). Ask the guest about the furniture they have and with the guest placing the furniture in the apartment home. This will help them visualize the apartment as their own. Try to get the prospect to commit right then and there to place the application; you should always have the applications in the apartment home to fill out.
Outside the Apartment Home:
Continue the excitement with showing your amenities that you have to offer. Talk to the guest about the different programs you offer for them, after all, this will be their home - they should know. Plus this will give you an edge to close with if they say, "wow I really like that you offer a home ownership program."
Use the five sense rule:
Touch - Pool “Feel how wonderful the pool is - you are going to love swimming in it this summer.”
Smell - Nature “Smell how wonderful it is outside, you will love going for walks around our community. You can also use smell by putting an apple pie in the model oven and setting the temp at low. This will set the smell of the apartment all day, there just something about the smell of apple pie meaning home.
Hear - “Listen to how peaceful it is here at ____________.” “Don’t you just love the sound of the birds?”
Sight - Play/Park “See our beautiful park or nature area you are going to get to enjoy everyday as a resident here at _____________”
Taste - Put some fruit or cookies on a table at the end of your tour, invite them to taste the food. They will remember the really good food.
By incorporating the 5 Senses they are going to remember you and your property. You have also heightened the experience by simply incorporating the 5 senses that are sending signals to their brain.
Back to the Office:
Once you have gone back to the office if you have any pictures framed or album of resident activities is sure to show them off. After all this is your community and you should be proud to show it off. This is a great way to lead into the final close. “So Mrs. Barbie, you see that we have all these great resident activities and community, wouldn’t it be great if you became part of our community today?” If the prospect says well I just want to look some more before I commit. Ask where else they are going to be looking at today.
Make sure you are familiar with the other communities in your area. You should have a competition book that has their floor plan, prices, amenities and pictures. Pull this book out and show the prospect start comparing your property to theirs by doing this you are reminding them all the good things you have to offer and they never left your community. The key is to keep the prospect in your office to place the application and lease from you not your competition. After showing them the competition book and pointing out all the great things they like about your community ask them to place the application with you.
Remember you are a sales person and your job is to sale the apartments. Every person you let out your door without placing an application right then and there, you have just lost money out of your pocket and your owners pocket. #1 Rule Don’t let them walk out the door without placing an application! If you maintain the thought that everyone who comes in to view will lease the same day it will happen. Stay excited and positive the entire time you are with the prospect, you will start to see a difference.
Jolene Sopalski
Assistant Manager
Finlay Management,LLC
*Originally Posted On Multifamily Insiders on October 13,2010*
How to start your tour:
Take the prospect to the apartment home first this is what they came in to see. Be sure to talk to the prospect about what they are looking for in a community. Ask the questions why, what, and when while talking to them. Write down their answer on the Guest Card or in a notebook that you have taken with you. Don’t rely on your memory rely on your notes. Use your notes to help you sell the community.
Inside the apartment home:
When you open the door, these words should be popping out of your mouth: “ Welcome to your new home at ________________ “. Start introducing the apartment to the prospect by showing the key points that they are looking for in the apartment home (you should refer to your notes). Ask the guest about the furniture they have and with the guest placing the furniture in the apartment home. This will help them visualize the apartment as their own. Try to get the prospect to commit right then and there to place the application; you should always have the applications in the apartment home to fill out.
Outside the Apartment Home:
Continue the excitement with showing your amenities that you have to offer. Talk to the guest about the different programs you offer for them, after all, this will be their home - they should know. Plus this will give you an edge to close with if they say, "wow I really like that you offer a home ownership program."
Use the five sense rule:
Touch - Pool “Feel how wonderful the pool is - you are going to love swimming in it this summer.”
Smell - Nature “Smell how wonderful it is outside, you will love going for walks around our community. You can also use smell by putting an apple pie in the model oven and setting the temp at low. This will set the smell of the apartment all day, there just something about the smell of apple pie meaning home.
Hear - “Listen to how peaceful it is here at ____________.” “Don’t you just love the sound of the birds?”
Sight - Play/Park “See our beautiful park or nature area you are going to get to enjoy everyday as a resident here at _____________”
Taste - Put some fruit or cookies on a table at the end of your tour, invite them to taste the food. They will remember the really good food.
By incorporating the 5 Senses they are going to remember you and your property. You have also heightened the experience by simply incorporating the 5 senses that are sending signals to their brain.
Back to the Office:
Once you have gone back to the office if you have any pictures framed or album of resident activities is sure to show them off. After all this is your community and you should be proud to show it off. This is a great way to lead into the final close. “So Mrs. Barbie, you see that we have all these great resident activities and community, wouldn’t it be great if you became part of our community today?” If the prospect says well I just want to look some more before I commit. Ask where else they are going to be looking at today.
Make sure you are familiar with the other communities in your area. You should have a competition book that has their floor plan, prices, amenities and pictures. Pull this book out and show the prospect start comparing your property to theirs by doing this you are reminding them all the good things you have to offer and they never left your community. The key is to keep the prospect in your office to place the application and lease from you not your competition. After showing them the competition book and pointing out all the great things they like about your community ask them to place the application with you.
Remember you are a sales person and your job is to sale the apartments. Every person you let out your door without placing an application right then and there, you have just lost money out of your pocket and your owners pocket. #1 Rule Don’t let them walk out the door without placing an application! If you maintain the thought that everyone who comes in to view will lease the same day it will happen. Stay excited and positive the entire time you are with the prospect, you will start to see a difference.
Jolene Sopalski
Assistant Manager
Finlay Management,LLC
*Originally Posted On Multifamily Insiders on October 13,2010*
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