Topic: What are some good ways to always close the lease, follow up processes etc.

So we have a leasing specialist who isn't closing the leases. He claims he is knowledgeable about the product, but is not closing leases. What are some good ways to always close the lease, follow up processes etc. Also, he's not really defending the product when someone mentions something negative about it.... HELP!!

Does your company have a specific protocol for follow up? i.e. phone call 'Thank You' for touring within 24 hours; personalized e mail within 48 hours offering current pricing and re-tour. How is the product? Is he walking the tour path (every morning) and looking for improvements? Does he have the passion?

It’s almost like he’s unmotivated or not confident in his tour and product. He wants to succeed, but i need help with tips to motivate and inspire

If he doesn't have the fire, you can't create it for him. Same thing with confidence which is why I asked about the product; does it stand out? Is he competing against nicer options? If so, he needs to focus on creating value.

Brandon JB Have him tour you so you can give him tips to improve, then tour him to show him another angle! Or record him touring then the two of you can sit and watch it together and so you can offer some constructive tips! If he is ok with it!

Hi! I found the article below to be helpful. Maybe you will, too?

www.rentandretain.com/809/

As for defending the product, maybe have a short meeting with the staff about how to address some of the poor reviews when it comes up? Seems like he just needs a run through of how to overcome some of the common objections.

Maybe he’s lacking the momentum?

Hire zest and train the rest. Attitude determines altitude . I have hired so many servers who leased like crazy before much training . It was because prospects were able to see they genuinely cared . I’d be a millionaire if I knew how to train sincerity and caring about others!

Hes not personalizing the tour and hes not doing the close by asking the right questions to get app process going!!

Tour with him a few times and see what goes on. That will tell you all you need to know

He needs some shadowing help in overcoming objections:)

Have them shop competition to learn pros and cons of the experience and get examples.

He needs to learn to love his community so he can sell it. At least learn it. Like what's great about living there? Is it central? What is the commute like? What do you have that the competitors might not? What do existing residents like about their community? Etc

ASK! Would you like to go ahead and apply today? How would you like to complete your application? Paper or electronic?

Just be assumptive, and ask at least 3 times

Also you could do a mock tour or walk through and have him make a list of all the negatives he can see or that he has heard and then come up with a rebuttal for each one so that he isnt caught off guard. Like "Oh this kitchen is small... a good come back would be "It is cozy, less to clean and less walking, everything is close by!"

Get a "shopper" and get feedback from what he is or isn't doing. Could be a relative, friend, etc just don't let him know. Sounds sneaky but could work.

Did you have him walk the vacant apts if there are any? Have him do that over & over. Have him find the pro's and con's in each.

People buy from people they like and trust. Also, in sales training, I never taught people to Defend their product. A lot more info is needed to determine this performance gap. Maybe you have a coach or trainer who can get to the bottom of this. I’m a performance consultant, let me know if ya need help.

Oh and there is no good way to Always close the deal. ThaTs just silly.

Has he had company yraining? Has he shadowed you to see how you do it?

Maybe he is in a rut and doesn't have confidence? Is he asking for the deposit after each tour? Maybe once he has a win it will help him to feel better and boost his morale? Sometimes you just need to break the dam and the water will flow!

I hate to be negative, but some people just aren't closers. I would have him secretly video shopped so you can see what is really going on, then sit down with him and watch the shop together with some role play (you giving him some alternatives). If that doesn't help, you may need to just find someone new. Like Pat (above) says, servers can sell and close like crazy with little to no training.

I agree shadow training/mentoring. Role play: touring; meeting objections; creating value; being genuine/optimistic/enthusiastic; and most importantly ask for the money because if he doesn't another community will. And of course...... "Enjoy the ride"

If he started closing with the hello, it would be easier. Remember, they are there because they like the area/distance to work/ nieghborhood. With that it is just picking out which new home works best for them.

This is simple. Your leasing consultant is not confident in the product. Is he walking the tour path in the morning? Is he walking units to make sure that they are in exceptional move in condition? Is he familiar with the comps? Is he familiar with surrounding businesses and serviced? Nail these few down and I guarantee an increase in his closing ratios.

I like to send them to apartments and tell them to write down as many objections as they can so we can brainstorm together ways to overcome them. Sometimes they just don’t know what to say when someone has an objection. Another good thing to do is practice how to ask for the money! Lots of leasing professionals struggle with this because it’s so hard for them to ask someone to leave money. They want the client to just offer it up. Lol. But a few years ago, we started arming our secret shoppers with papers that said “you asked for the money, so you get money!” Or something like that and they would hand it right to the leasing consultant when they asked for the deposit. We rarely had a problem again because they were always hoping their client was a shopper!

Training is a continuious process. We always need to look for new ways to gain new insight for us and our staff. Leasing, takes LOADS of practice. Make sure you are giving him the tools he needs to be successful before critiquing him

Find sonething to like about each feature that someone has objected about. Turn them all in to positives.

ASK more qualifying questions up front. Qualifying, as in what they are specifically looking for? Why are they moving? What were they missing where they currently live that made them want to move? Uncover the hot buttons and create conversation.
Leasing agent isn't asking the good questions and the client is left to do the talking and discovering.

The questions I usually ask, if someone with knowledge is not closing:
Are they being properly motivated to close? Do they get a bonus for leases or an hourly wage regardless of outcome? Which KPI's receive the greatest focus?

If all of these are in line, it could be a confidence issue. (in himself or the product) Sometimes people are so afraid of getting a "no" that they won't bother to ask. I've also known agents that felt asking for the sale was being too pushy. They just need to be given permission & instruction how to close without being "pushy."