Leasing - There is nothing basic about it, part 3 - The property tour

Before you take your first property tour of the day, you need to get prepared and have a plan. You should:

• Check the model apartment and amenity areas and make sure that they are spotless and everything is in working order.
• Know your availability and what units are ready to show as per your company policy. Remember, you should NEVER show an apartment that is not ready and in move-in condition. Remember, you only get one opportunity to make a first impression.
• Map out your tour path and make sure that it is neat and tidy. Review walkways to the apartments and make sure that all trash is removed, etc. You do not want to be surprised while on tour.
• Make sure that you have keys to all the units to be shown and that the keys work. There is nothing worse than taking a prospective resident and not being able to get into the apartment you want to show them.

The property tour is your opportunity to shine.  You get to show your prospective new resident all of the reasons why they should select your apartment community over the competition.  When you are touring, you should:

• 1. Be proactive - don't make them ask to see something. Let them know that they have your undivided attention and that you are going to take them to see the amenity areas, the model apartment, and an available apartment.   "Based on the needs you have given me, I have the perfect apartment home for you. Would you like to see your new home first or look at the community amenities first?" or "From what we've discussed, I have just the right apartment for you. " or "I can't wait to show you your apartment - I know you are going to love it."
• 2. When entering a model or vacant, have an opening statement like, "Welcome home" or "You're going to love this apartment".
• 3. Get the prospective resident involved in the tour. Encourage them to open cabinets, doors, etc. Make your presentation "hands on".
• 4. Point out features that relate to their individual needs (storage, sunlight, closet space, view, etc.).
• 5. Through conversation, you need to find out your customer's hot buttons. What are they looking for in their new apartment home? What features are important to them? Once you know their hot buttons, your presentation will become much easier and can highlight what is important to your potential new resident.
• 6. Whenever you are out on the property, you should address every resident you come in contact with. Remember, customer service never ends.
• 7. While out on the property, you should point out the features and benefits of the apartments and the property. For example, the swimming pool provides great exercise and is a wonderful place to meet your neighbors.
• 8. Overcome objections presented during the tour.

Remember, the property tour is the perfect opportunity to connect with your prospect and to really find out what is important to them.  You are the main reason that a prospective resident will select an apartment home at your community.  They want to know that you care about their needs and wants and are going to provide excellent customer service to them - during the initial visit and beyond.

Because overcoming objections is such an important part of the property tour, I will cover that in my next post - Leasing - There is nothing basic about it, part 4 - Overcoming objections.

See you next week!