2. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 In the midst of a busy day, a telephone ringing might seem Like a Distraction or an Inconvenience to some… That sound should be welcomed! It’s the sound of MONEY CALLING! A prospective resident that calls first is FOUR TIMES more likely to lease than someone who just visits the community without calling first. Why ARE Telephone Calls are so important?

3. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Begin with your #1 GOAL in Mind: Get the prospect to your community NOW! Set a firm APPOINTMENT! Why ARE Telephone Calls are so important?

4. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 It is important to remember the caller's goal... To determine which Communities they do NOT need to visit. Which Is: Why prospective Residents use The telephone To shop for an Apartment

5. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Do you have the 6 vital telephone skills? Do you have P.A.V.L.O.S.? P ROPER VOCABULARY A TTITUDE V OICE FLUXUATION L ISTENING O N YOUR TOES S PEAKING

7. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Talk like a PRO! Instead of…. ~ Unit ~ Complex/Project ~ Laundry Room ~ Tenant ~ Parking Lot View ~ Work Order ~ Traffic ~ Security Gates ~ Office ~ Maintenance Man ~ Staff / Employees ~ “You’ll have to…” ~ Square Feet Use…. ~ Apartment Home ~ Community ~ Laundry/Clothes Care Center ~ Resident ~ Community View ~ Service Request ~ Prospective Residents ~ Entry Gates ~ Leasing Center ~ Service Technician ~ Team / Team Member ~ “May I suggest…” ~ can accommodate ….. Do you have the 6 vital telephone skills?

11. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Activity: Are you a good LISTENER?

15. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Get ready for the call... Part One the telephone presentation SUCCESS Being ready for the call is the KEY to your SUCCESS! Have your Leasing TOOLS with you… 1. Guest Cards 2. Pens 3. Availability, Pricing & Specials 4. Leasing Portfolio

16. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Greet the Caller... This may be your only chance at a first and lasting impression! Answer the phone in 2-3 rings. Try this… RING 1 ______, grab a pen, _________, Availability & Leasing Portfolio RING 2 Take a deep _______, pull away from any _______________. RING 2 ½ ________ & Pick up the phone Part two the telephone presentation

17. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Greet the Caller... Part two the telephone presentation Example of an Approved Greeting: "It's a great place to live at (Property Name), this is (Name) and I can help you!"

19. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 a Fair Housing note... Consistency is the key in Fair Housing. Using the guest card during all calls will help you in attempting to obtain the same information from each caller. Become familiar with the Guest Card and how you can naturally obtain the information you need to assist the caller with their apartment home search. the telephone presentation

20. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Part three the telephone presentation Qualifying BASICS WHO WHAT WHERE WHEN WHY HOW =

21. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Part three the telephone presentation Most callers just start by asking how much an apartment is, even though a large majority already have an idea of your rental rates. Sometimes, callers just don’t know what else to ask about. Did you know that most callers already know the price of the apartments before they call? You are there to guide and control the telephone conversation and should try to avoid talking about prices, specials and/or income restrictions right away. However, you should never make a caller angry by refusing to give out the information they have requested. If the caller is requests specific information (i.e. pricing) more than _____ times, give it to them immediately. Then try to continue the conversation by providing information about your community.

22. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Group Activity: Let’s practice how to get the information on the guest card from the prospective resident in a conversational way.

24. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Part four the telephone presentation Use the features of your community, the apartment homes & Richman Property Services to show how they will benefit your caller. Make this technique more successful by using it to STAND OUT from the rest & ___________________ COMPETITORS! Unique Features & Benefits

27. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Part four the telephone presentation PAINT a Picture Being the most effective tool you can use, make sure you are unique, detailed and relevant as you describe your community and it’s features to “show” your prospect how this is the community they should call HOME! Use _______ and ___________ language to help build that image in the callers mind!

28. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Group Activity Write sentences that “PAINT A PICTURE” about your community that you could use in your telephone presentation. Focus on unique features of the apartment home, such as the finishes and design and the amenities available to the residents.

29. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Part four the telephone presentation Pre-Closing Statements There are 2 reasons for using pre-closing statements. 1. It allows the caller to talk. If the feedback is positive, this confirms to the leasing consultant that they’re going in the right direction. If not, this gives the consultant a chance to overcome any hesitations and try again. 2. It gives the caller the chance to say “yes” without a firm commitment. Each time the caller says “yes”, they will be confirming (for themselves) that this is the right place to live. With every “yes”, it will become harder for them to say “no” at the end when you ask them for their application and deposit.

30. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Part four the telephone presentation When is the "RIGHT" time to discuss Income Guidelines? Just before setting an appointment is the ideal time to review the income guidelines. Discussing it at this time, in combination with the number of people that will be living in the apartment, creates an easy, non- intrusive tone about the conversation.

33. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Part five the telephone presentation Remember, your GOAL... Get them to your community FAST! EITHER / OR APPROACH DIRECT APPROACH Would you prefer to come tour the How soon can you come and see me? community today at 3 or Friday at noon? An APPOINTMENT IS: A Specific DAY A Specific TIME A Specific PERSON to MEET A Specific LOCATION to MEET AT

34. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Part six the telephone presentation Wrap it up! Offer Directions ~ You should know & be comfortable with giving directions from multiple areas. ~ If the caller indicates that they already know where you are located, confirm this by making a brief statement that includes a reference to a known landmark near your community. a Fair Housing note... Avoid using places of worship as points of reference when giving directions to your community. This can be perceived as discrimination based on religion. Assumptions could be made that there may be a preference to rent to members of that place of worship’s denomination .

40. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Are you ready to shop? Now that you're a telephone leasing PRO... Let's get SHOPPED!

41. Who’s Calling? TELEPHONE TECHNIQUES H. Kattelman 2008 Are you ready to shop? 100% CLUB Who will be our next members?