Likeability Factor #3
How to be likable in your leasing presentation…online, on the phone & in person.
Let’s talk likeability on the phone. The telephone continues to be a powerful leasing tool. Most of our prospects find us online, but many of those contacts result in a phone conversation. How do you leverage likeability on the phone?
How to Be Likable to Your Telephone ProspectThe telephone can be the easiest way to make a positive first impression if you follow these simple guidelines.
- Answer the phone! – With so many calls going to call centers or voice mail, we miss that chance to make the initial positive connection with our leasing prospects. Remember, when you answer the phone on the prospect’s first call, you are the expert. When you return the call later, you are a salesperson or an interruption.
- Upbeat & Clear Greeting – The first words the prospect hears must be welcoming and inviting. Think of the 3 S’s. Your phone greeting is spoken Slowly, Short in length, and with a big Smile the caller can hear.
- Focus First on the Caller’s Needs – Don’t make the call an interrogation about their credit worthiness. Not in the first 30 seconds! Instead, determine how you can meet the prospects rental needs. Whether the prospect meets your rental criteria is of secondary importance in the first few moments of your call.
- Chat it Up a Bit – Connect better with your prospect by finding topics of interest that might enhance your conversation. Ask about their pet. Enquire about their work and employer. Listen for their life interests and hobbies. Dig deeper on their motivation to relocate with questions like, “Do you mind if I ask why you are considering a move right now?”
- Ask Questions – “When would you like to move?” “Is the apartment just for yourself?” What brings you to our city?” “Describe the kind of apartment home you are looking for.” “What price range are you considering?” Ask questions that shows your genuine interest in finding them a new home at your community. This will help you quickly become a reliable resource for their apartment search.
- Invite The Prospect to Visit – Nothing says “I am likable and I like you!” as an invitation to come see your community. Anything else would be rude and unfriendly. Here is an easy invite: “So Olivia, when do you think you will be coming out to visit? I want to make sure I am in the office so I can personally assist you!”
Telephone prospects will “take a shine to ya” (a little Texas lingo) when you give them some time and show interest in helping. You will be the memorable onsite representative, and they will respond positively to your invitation to visit. Prospects like to lease from leasing professionals they like!