Asking Questions To Create Trust
Trust Is A Must!…#3
Building Trust in Your Leasing Presentation by Creating a “Relationship”
Trust is a MUST! In your leasing presentation, you are asking your rental prospect to trust you with one of the most important parts of their life. Their home! The best way to develop rapport, credibility and a trusting relationship is to ASK QUESTIONS!
The hallmark of a good relationship is open, two-way communication. That involves a conversation, not a monologue. Useful and meaningful conversations are fueled by questions. By asking questions, the conversation continues as the participants discover more and more about one another. Plus, the person who asks the last question is in control, isn’t she? Aren’t they? Wouldn’t he? (You hear yourself agreeing with me right now with my two-word questions, don’t you? The two-word questions are called, “tag-ons”, aren’t they? )
2 Rules for Asking Questions
In the leasing presentation we use two simple rules for asking questions:
Rule #1 Question / Question –
The prospect asks a question. The leasing professional answers with a question.
Q: “How much is your two bedroom apartment?
A: “We have a couple of different two bedroom floorpan styles. What price range are you considering?”
Rule #2 Question / ANSWER / Question –
We can’t answer every question with only a question. That is not good communication either. Furthermore, answering only with questions would not give the prospect the information they want and that you want them to know. So yes, answer the questions, too, but always follow your answer with another question.
Q: “So do you take pets? I have a dog.”
A: “Absolutely! We love pets here at Canine Village. What kind of fur friend do you have?”
Asking questions is like returning the ball in a tennis match. As long as you get the ball back across the net, the game continues. Bobble the ball or hit the net, the match or set ends. Likewise, asking questions requires the rental prospect to answer and continues the conversation.
As you talk back and forth and discover information about the prospect, you also reveal information about yourself and relevant details about your property. That conversation builds the trust you need to move the rental prospect to a commitment, a decision to lease RIGHT NOW.
Next Week: OK, asking questions sounds like a good idea, Rick! What questions should we ask?
Ask questions to create relationships and maintain control of the conversation.