They say there is only one chance to make a good first impression. So, make sure your leasing consultants are in top form on every call. As a leasing consultant, they have to juggle many activities like answering calls, giving tours and assisting residents. So, it may feel difficult for them bring their “A game” on every call. No worries, we have eight tips to refine and improve your leasing team’s call skills.
Make sure every member of your team answers the phone in a friendly and consistent manner. Like, “Thank you for calling ABC Community, my name is Amber, how can I help you today?”
Think you can’t hear a smile? Research says otherwise and it can make a difference in the result of the conversation. Smiling comes through when you are speaking and puts the other person at ease. So, go ahead and smile, it’s good for you.
Create an engaging phone script that helps your entire team deliver a consistent and engaging experience. The script is an outline that helps the leasing consultant hit all the right points on the call and gather the information that will help them set an appointment. Part of the script should be asking for the prospects name and phone number. Make sure to use their name throughout the conversation.
Prospective renters are much more likely to sign a lease at a property where they feel an authentic connection. So, on the call with the prospect make sure to ask questions about things that are meaningful to them. If they mention they have a dog, ask them what breed and share the amazing pet amenities you have on site.
Even though you have your script laid out, be ready for things to go in another direction. Just like all the distractions a leasing consultant deals with, the caller has their own sets of challenges. So, be flexible and listen empathetically to what they are looking for.
Practice makes perfect and that goes for call skills too. So, call a leasing team member or friend and practice your greeting and call flow. You will see what resonates and know what to try next time.
Top performers, like professional athletes and musicians watch and listen to their performance so they can identify areas that need improvement. Having the ability to listen to actual calls with prospects gives you great insight into how well your leasing team performs on calls. It is also a great way to recognize top performers by sharing a recording where a leasing consultant really nailed it.
Over 60% of calls to properties are pricing and availability inquiries. How effective is your team at handling these important leads? To track your team’s effectiveness, leverage a service that listens to and analyzes leasing phone calls. LeaseHawk does this by using a survey of best practices to measure agent performance and identify the areas that need improvement, so you can quickly identify gaps in performance as well as recognize top performers.
It allows you to track how well your employees perform on every eligible prospect call—without having to monitor countless conversations.
With LeaseHawk you can:
Measuring agent performance can motivate leasing team members and improve performance. One great example is PLK Communities and their creation of LeaseHawk Flight School. Leasing consultants with 30 or more scored calls that maintained a certain call performance percentage were invited to become Senior Flyers as LeaseHawk Flight Instructors. They were then paired with Junior Flyers that had lower call percentages. The Senior Flyers share best practices and work with the Junior Flyers to raise their scores and soar higher!
“It feels so good to celebrate the success of our PLK Communities leasing teams! Since we implemented LeaseHawk Flight School in October 2020, we increased our call performance scores by nearly 5% in just two months.” – Melinda Howard, PLK Communities - Director of Training & Development
Improving leasing consultant call skills can be fun and engaging. Giving your team the right tools and resources to succeed is within reach. Check out this blog article with more tips on how to improve your leasing skills while on the phone.
Fill out this form to learn more.
Leasing offices are bursting with activity from property tours, the phone ringing constantly, and residents coming in with requests. It is nearly impossible to answer every call that comes in. Consider these pros and cons before hiring a call center or answering service to help your properties.
What happens when your leasing team answers a prospect call? Do they ask the right questions? Do they ask to schedule an appointment? Learn how to build a winning strategy for measuring your team's performance on calls, so you can identify trends and areas that need improvement.
Are you guilty of believing these three customer service myths? Learn what they are and how you can overcome them, so your leasing teams can perform at their best.
UDR has seen significant cost savings and increased prospect conversions since implementing ACE™ Virtual Leasing Assistant from LeaseHawk. According to Scott Wesson, UDR’s Chief Digital Officer, “By implementing ACE, UDR is on track to reducing its operating expense for managing calls by 65%.”
The LeaseHawk and Apartments.com partnership includes full integration of ACE™ Virtual Leasing Assistant on listings, so renters can enjoy instant and conversational responses to leasing inquiries. This partnership promises to streamline the rental process and create a lift in prospect conversion.
2023 is going to be a big year for AI in the multifamily industry. And so far, ACE™ Virtual Leasing Assistant powered by LeaseHawk has already released a host of new enhancements—with even more powerful features to come.
Get the latest multifamily news, how-to's, infographics and more delivered right to your inbox.