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Build Trust and Leases: The Power of Asking Questions
Trust is the foundation of a successful leasing relationship. When a prospect considers making your community their new home, they are literally entrusting you with a significant part of their life. To earn that trust, you need to move beyond a simple presentation and build a genuine relationship. The most effective tool for doing that? Asking questions!
Turn Your Presentation into a Conversation
A great relationship is marked by open, two-way communication—a conversation, not a monologue. And what fuels a great conversation? Questions.
By asking questions, you keep the conversational ball in play, continually uncovering more about your prospect and their needs. Not only does this show genuine interest but remember this little tip: the person who is asking the last question is often the one guiding the conversation.
We have two simple rules for using questions to build rapport and trust during your leasing presentation:
Rule #1: Question / Question
When your prospect asks a question, your first response should often be a question in return. This allows you to gain more clarity, understand their priorities, and keep them engaged.
- Prospect: “How much is your two-bedroom apartment?”
- You (Answer with a Question): “We have a few different two-bedroom styles. What price range are you considering?”
Rule #2: Question / Answer / Question
You can’t—and shouldn’t—answer every question with just another question. That feels robotic and frustrating! You need to give them the information they’re looking for. The key here is to always follow your answer with a question of your own. This gives them the information they need while immediately steering the conversation back to their wants and needs.
- Prospect: “So, do you take pets? I have a dog.”
- You (Answer and Ask): “Absolutely! We love pets here at [Community Name]. What kind of fur friend do you have?”
The Tennis Match of Trust
Think of asking questions like returning a serve in tennis. As long as you hit the ball back over the net, the game—the conversation—continues. Fail to return it, and the point, or the conversational momentum, is over.
Asking questions requires your prospect to answer, ensuring you maintain that vital, back-and-forth dialogue. As you talk, you’ll naturally share key property details and a little bit about yourself, creating a genuine connection. This dynamic conversation is what builds the trust needed to move your prospect to a decision—a commitment to lease right now!
Next Week: Okay, Rick! So asking questions is a great idea. But what are the best questions to ask? Stay tuned!
