Leasing - There is nothing basic about it, part 2 - Meeting, Greeting, and Qualifying

STOP whatever you are doing when someone enters your leasing office.

SMILE - the single most powerful human bonding behavior.

STAND UP and walk towards the person.  Standing communicates respect and a willingness to help.  Don't make them come to you.

SHAKE HANDS firmly and WELCOME THEM to your community.  If you aren't comfortable shaking someone's hand, practice. 

INTRODUCE YOURSELF and don't be a stranger.  People like to know whom they are dealing with.  When you tell the customer your name, how could they not tell you theirs?  It is easier to get acquainted when you know each other's name.  Use their name often during their visit to the property.

Once you have greeted them in a professional manner, you need to get to work and determine their needs.

• What exactly are they looking for?
• When do they need the apartment?
• What is their price range?
• Is a view important to them?
• Specific needs are wants for their new apartment home.
• Etc., etc., etc.

After you have established what they are looking for you need to determine if the prospective resident meets your qualifications.  Remember while you are determining their needs and making sure that they meet your qualifications, it is not an interrogation.  You want to make conversation with the prospect and develop a rapport with them.  You need to qualify every customer in the following areas:

• 1. Number of people - do they meet your occupancy standards?
• 2. Move-in date - when do they need something and do you have an apartment available?
• 3. Apartment size
• 4. Pets - are they bringing any pets with them? If so, what type of animal? How many? Etc.
• 5. Age - are they over the age of 18?
• 6. Income - do they meet the income guidelines established for your community?

Most companies today require the leasing professional to complete a guest card during the first property visit.  As you are completing this guest card, make sure that you are explaining to the prospective resident the purpose of all the questions.  You want to put them at ease so that you can get the information you need:

• "I'd like to make the best use of your time. May I ask you a few questions?"
• "Would you mind if I asked you just a few questions, to better help you find your new home?"
• "In order to find the right apartment home for you, may I ask you a few questions?"

While you are completing the guest card, you want to be familiar with the form and the information required.   If a prospective resident feels comfortable, you will get more information to assist you in finding the perfect new home for them. 

After you have completed the guest card and gotten to know the needs of the prospective resident, you need to ask them if they would like to take a property tour with you. 

• "Based on the information that you have given me, I have the perfect apartment for you. Would you like to take a property tour with me?"
• "From what we've discussed, I have just the right apartment for you. Let's go look at it."
• "I can't wait to show you your new apartment home. I know you are going to love it."

Bottom line is no matter how you ask the question, just make sure that you are offering to show them an apartment home and tour your property.  Don't wait for the customer to ask you to see something.

Remember, you only get one chance to make a first impression!  Make sure that during their first visit to the community, you are making them feel welcome and that you are there to help them to find the perfect apartment home.  When you are determining their needs and qualifying them, make sure that you are doing it in a conversational manner and that they don't feel that you are interrogating them.  When all else fails, practice!

Next post will be:  Leasing, there is nothing basic about it, part 3 - The property tour.