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<p>We can all envision the tried and true guest card. But have you ever thought about revising it to help make your telephone conversations go more smoothly?</p>
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<p><br>I was training a new leasing consultant last week and we were talking about telephone techniques. My very first position in this industry was as a leasing consultant at a C- (that’s being generous) property in Nashville, Tennessee. I’ll never forget the first time I heard the Assistant Manager take a leasing call. She pulled out her very own styled guest cards and her highly marked up floor plans and settled in for as lengthily of a phone call as the prospect was willing to have. As soon as she discovered which floor plan the caller was interested in, she literally walked them through the apartment over the phone from the front door and throughout every room, making to sure to use all the right terminology to help them visualize the apartment.&nbsp;</p>
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<div class=”wp-block-image”><figure class=”aligncenter is-resized”><img src=”https://www.leasingleah.com/wp-content/uploads/2019/01/floor.png” alt=”” class=”wp-image-296″ width=”392″ height=”380″/><figcaption>Draw ALL over your floor plan you keep at your desk!</figcaption></figure></div>
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<p><br>After that call, I asked her if I could see her guest card. It was all out of order (or so I thought at the time). I asked her why she didn’t use the ones provided and she said, “because conversations don’t flow when you are asking engaging questions. No one wants to give me their phone number right away, they will after we’ve built a relationship.”&nbsp;<br>So, back to my training. I looked at the guest card she was using and said to her, “do you ever feel weird asking these questions to someone two minutes after they call you?” Of course she did.&nbsp;<br>Every phone call is an opportunity for me to build a relationship. A relationship is not built by asking robotic questions, it’s built by asking questions that will help your customer find the next perfect home.&nbsp;</p>
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<p><br>Some questions I always ask:<br></p>
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<ol><li>Are you bringing any pets along? Follow that up by asking the pet’s names. Imagine how fun that follow-up can be when you know their pet’s names.&nbsp;</li><li>What is the favorite thing about where you’re living now? Use that answer to help build a relationship and also finding out more about their preferences. Maybe they love their large kitchen (mention all of your kitchen features during your tour) or they like their large bathtub (bath bomb follow ups!!).&nbsp;</li><li>Can I get your phone number just in case I have to step out quickly for when we have our appointment set – I’ll be able to give you a quick call. See, that doesn’t feel sale-sy or like you’ll call them during dinner and try to sell them something.&nbsp;</li><li>Always get their address when they come into the office. It’s not only awkward having them spell everything out over the phone, but it can make people feel uncomfortable since they’ve never laid eyes on you or your community. But DO get their address when they arrive. An easy way is to ask if the address on their ID (that everyone should be requiring to take a tour for you own safety) is correct. I’ll bet $50 that you’ll be the ONLY place they tour that sends them an amazing follow up card in the mail.&nbsp;</li></ol>
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<p>Take a few minutes and make your very own guest card that makes you feel more comfortable during every phone call. And remember, every time the phone rings, your marketing dollars are working! Don’t forget to ask how they heard about you!</p>
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<div class=”wp-block-image”><figure class=”aligncenter is-resized”><img src=”https://www.leasingleah.com/wp-content/uploads/2019/01/annie-spratt-593479-unsplash.jpg” alt=”” class=”wp-image-290″ width=”330″ height=”234″/><figcaption>Your marketing dollars are ringing!</figcaption></figure></div>
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<p><br>Happy Leasing!</p>
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