This document provides tips for property managers and leasing agents to improve leasing success during busy seasons. It recommends focusing on high-value activities like following up with leads and moving prospects through the leasing process. Effective communication methods like email and phone are emphasized. Tactics for building confidence, closing deals, creating urgency and getting out of slumps are also presented. The goal is to help agents prioritize what matters most and maximize their selling potential even during hectic times.
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"Tips to Soar This Leasing Season" featuring Amy Kosnikowshi
1. Tips To Soar This Leasing Season
Amy Kosnikowski, Quintessential Marketing & Training
National Speaker, Industry Educator & Marketing Strategist
Email: Amy@theQstandard.com
Telephone: 704.846.8210
Facebook: Quintessential Marketing & Training
LinkedIn: Amy Kosnikowski Dilisio
2. AppFolio
⢠Web-based property
management software
⢠Complete Solution Includes
⢠Property Mgmt & Accounting
⢠Online rent collection (free)
⢠Prospect / Guest Card Tracking
⢠Marketing
⢠Website
⢠Payment processing
⢠Online applications
⢠Resident Screening
So You Run a More Successful Business
Š2012 AppFolio, Inc. All Rights Reserved.
3. Grace Hill
⢠Leading Education Provider
⢠Offering eLearning for more than 10 years
⢠More than 1,500 courses taken each day
⢠Accounting
⢠Apartment-Industry Specific Training
⢠Fair Housing, Preventing Sexual Harassment
⢠Intro to Social Media, with Lisa Trosien
⢠Dozens more in English & Spanish
⢠Vision Learning Management System (LMS)
⢠Custom Course Development
⢠www.gracehilllearning.com for course previews
Š2012 AppFolio, Inc. All Rights Reserved.
4. Todayâs Agenda
⢠Tips To Be A Top Sales Producer
⢠What Matters The Most RIGHT NOW
⢠Easy & Effective Closing Techniques
⢠Follow Up Is Not Optional
⢠The Secrets To Create A Sense of Urgency
⢠In A Sales Slump? Ideas To Get Back On Track
Š2012 AppFolio, Inc. All Rights Reserved.
5. Busy Times = Successful Times
Be Fully Prepared For Anything & Everything
Š2012 AppFolio, Inc. All Rights Reserved.
6. Busy Times = Successful Times
The key is to focus on what matters the most to
push the sales process forward.
7. 80% of results from 20% of effort
Stay focused on âhigh value activitiesâ
Always Be ThinkingâŚ.âWhat is the most
valuable use of my time?â
8. High Value Activities
⢠Make Each Minute Matter
⢠Focus, Focus, Focus
⢠The To-Do List âPlan your work and work your plan.â -Napoleon Hill
â New leads response
â Move hot leads to next step
â Happy Residents = referrals + word of mouth
9. How Can You Possibly Do This?
⢠Calendars, Reminder Prompts & Other Tools
⢠Team Communication Is Key
10. Tips To Be A Top Sales
ProducerRIGHT NOW
What Matters The Most
Even On The Busiest Days
Š2012 AppFolio, Inc. All Rights Reserved.
11. Tips To Be A Top Sales Producer
⢠Telephone Stellar Skills
â Dig in to needs
â Create the urgency
â Offer beneficial info
â Invite all to tour
⢠All About The Customer
13. Polling Question #1:
What was the most important aspect that
influencing a prospectâs decision to rent
at a community?
Š2012 AppFolio, Inc. All Rights Reserved.
14. Tips To Be A Top Sales Producer
⢠Telephone Stellar Skills
â Dig in to needs
â Create the urgency
â Offer beneficial info
â Invite all to tour
⢠All About The Customer
â Zone in quickly to needs
â Show value
â Tight timeline
⢠Confidence Factor
15. How To Tap Into Your
Confident Powers:
Š2012 AppFolio, Inc. All Rights Reserved.
16. Tap Into Your Confident Power
⢠Charismatic Power: the power of personality & selling
yourself, who you are & values.
⢠Expertise Power: others believe that you know more
about the market, area rates and demand than they do
⢠Information Power: others see you as the storehouse
of all info & knowledge . Know your âstuffâ inside & out will
have a direct impact on customer decisions and will build
your confidence further.
17. How To Build Confidence
Maximize Your Selling Potential
18. How To Build Confidence
⢠Be Positive choose to be a positive force of solutions and strategies.
⢠Be Passionate product, future success, the sales process & assisting others.
⢠Be Prepared Set yourself up for success everyday. Pre-meeting or prior to
calls? All your ducks in a row? Materials? Answers to questions?
⢠Be Energetic Your attitude, energy level and enthusiasm determine their
reaction and future results.
⢠Be A Believer
âNo customer is ever sold until the sales person is sold.â -unknown
20. Closing
⢠Does not happen automatically
⢠You just need to ask!
⢠Proven examples:
âI am so happy that you have found your perfect fit in an apartment home. Would
you like to reserve the apartment by getting the paperwork startedâŚ?â
âI believe that you would be very happy here at our community. I would like to
invite you to become resident. All we need to do isâŚâ
âI am glad that you love the apartment. Letâs go ahead and begin filling out the
application to reserve that apartment for you. Are you ready?â
21. Follow Up Is Not Optional:
Š2012 AppFolio, Inc. All Rights Reserved.
23. Polling Question #2:
How much does effective follow up
increase the likelihood that the
prospect will lease?
Š2012 AppFolio, Inc. All Rights Reserved.
24. Follow Up
FIRST, FAST & FREQUENT!
Effective follow up increases leases by 15%!*
Your customer deserves it and expects it!
*Source: J Turner Research
25. 80% of all sales are made from
the 5 through 12 contact!
th th
{morale of the story: persistence pays off!}
26. Follow Up
Keys to Success
⢠Follow up is a priority
⢠Goal: Always geared toward return visit or next step
⢠Get organized book, file, software
⢠Timing = Immediately + Next day + 48hrs + Once a week
⢠Make it personable
28. Polling Question #3
What is the #1 preferred method of
communication that our customers
want to hear from us?
Š2012 AppFolio, Inc. All Rights Reserved.
29. If community staff needs to communicate with you,
how would you prefer they contact you?
18 - 24 25 - 34 35 - 44 45 - 54 55 - 64 65+ Total
Email 90.5% 90.4% 89.6% 84.7% 87.7% 82.7% 89.4%
Cell Phone 75.7% 73.1% 72.8% 71.2% 68.9% 69.2% 73.1%
Text Message 32.6% 26.2% 29.4% 29.8% 23.7% 13.5% 28.0%
In-Person 32.9% 24.1% 27.9% 24.2% 29.4% 34.6% 26.9%
Home Phone 6.3% 10.0% 19.1% 23.7% 28.5% 48.1% 13.8%
Mail 15.7% 12.6% 13.9% 11.6% 11.4% 15.4% 13.3%
Website/Property Portal 7.1% 6.9% 7.5% 6.3% 10.1% 3.8% 7.1%
Work Phone 3.1% 4.3% 7.5% 12.3% 16.2% 5.8% 6.1%
Social Networking (Facebook, Twitter, etc.) 6.8% 2.8% 2.5% 1.6% 3.1% 1.9% 3.4%
Total 19.4% 46.2% 16.7% 10.7% 5.7% 1.3% 100.0%
Source: ŠSatisFacts Research (SatisFacts.com) and 30 Lines (30Lines.com) âGetting Inside the Head of Todayâs
Online Renterâ study, July 2011. To purchase the b-book, visit http://theonlinerenter.com.
30. Follow Up
Best Methods: Use at least 2-3!
⢠Hand written note ⢠ebrochure
⢠Email ⢠Email photo / video
⢠Text ⢠Giftcard
⢠Cell Phone ⢠Coupon/Incentive
⢠Social Media
⢠Property stationary
⢠Photo postcard
⢠Info Package
31. The Secrets To Create A
Sense of Urgency
Š2012 AppFolio, Inc. All Rights Reserved.
32. "Every sale has five basic obstacles:
no need, no money, no hurry,
no desire, no trust.â â Zig Ziglar
ďź Determine Needs
ďź In Renter's Budget Range
ďź Create High Interest Based On Needs & Wants
33. How we present the product or service will
increase itâs value to the buyer.
No apartment is over-priced
unless it is under-desired.
34. Needs + Wants = Urgency
⢠Offer a great solution to their housing needs
⢠Be a problem solver
⢠Create value to what is important to them
⢠Show them clearly the benefits and worth
⢠Limited offering
35. The Customerâs Perception
Is Their Reality
You have to know what customers perceive
as valuable by asking the RIGHT questions.
36. Uncover âThe Deal Makerâ Values
⢠What is a deciding factor for you in choosing an apartment home?
⢠What are 3 specific needs that you are searching for in an
apartment home?
⢠Tell me your expectations of an apartment communityâs services,
features and amenities
⢠What details can I help you with in making your moving decisions?
⢠How can I make your decision easier?
37. In A Sales Slump or Leasing Rut?
Techniques To Get Back On
Track
Š2012 AppFolio, Inc. All Rights Reserved.
38. What To Get Out of a Serious Sales Slump
Do: Come back to the essentials of leasing success
â˘
⢠Set a plan and short term goal for success
⢠List 5 things that you can do smarter and better
⢠Evaluate and change your sales presentation
⢠Expand your sales knowledge
study shopping reports, mentor, shadow colleagues
40. "Success is not the key to happiness.
Happiness is the key to success.
If you love what you are doing,
you'll be a success."
-- Albert Schweitzer
Š2012 AppFolio, Inc. All Rights Reserved.
41. Tips To Soar This Leasing Season
Amy Kosnikowski, Quintessential Marketing & Training
National Speaker, Industry Educator & Marketing Strategist
Email: Amy@theQstandard.com
Telephone: 704.846.8210
Facebook: Quintessential Marketing & Training
LinkedIn: Amy Kosnikowski Dilisio
Hinweis der Redaktion
Kara â and then intro Lisa!
Kara â and then intro Lisa!
How To Tap Into Your Confident Power: Charismatic Power: the power of personality. A big part of sales in selling yourself, who you are and what you stand for (your values). Your objective is to have the customer like you, connect with you and trust you. With this strong connection they may make concessions or compromises because they like you. Such as pay a bit more or agree to a longer lease term or move in a bit sooner because of the relationship developed and maintained. Expertise Power : If the resident, current or future, believes that you know more about the market, area rates and demand than they do â you are in charge. Information Power: When the customer sees you as the storehouse of all information and knowledge assisting them to make the decision based on this shared data â they will be indebted to you and possibly grateful. Know your stuff inside and out? (see Fact Sheet to be The Subject Matter Expert this will not only build your confidence but it will have a direct positive impact on the customerâs decisions.
Be positive (negativity will get you nowhere!) We all can choose how we react and how we respond. Even in challenging days or tough times â the key is how you deal with those obstacles or challenges that will make a difference in your sales success. Be a positive force of solutions and strategies. Be passionate: about your product, your future success, the sales process and assisting others. People will notice and want to be a part of your world for passion has a very magnetic quality. Be prepared for anything. Set yourself up for success everyday. Pre-meeting or prior to calls? All your ducks in a row? Materials? Answers to questions? Be energetic Be on as our customers (current and future) is our audience. Your attitude, energy level and enthusiasm determine their reaction and future results.
In my opinion â No apartment is overpriced unless it is Under desired. The customer has not seen the true value of the apartment home or it does meet their needs. That is our job to show them. But first we must know what is desired!
Also know that our customerâs perception is THEIR reality. Without knowing exactly what your customers perceive as valuable you can never truly satisfy their needs. Value-Based Selling is all about asking the right questions to reveal what they treasure and find important. Questions that matter will uncover the âdeal makerâ elements. These questions will show what makes your customers tick. Samples of Power Questions: What is a deciding factor for you in choosing an apartment home? What are 3 specific needs that you are searching for in an apartment home? Tell me your expectations of an apartment communityâs services, features and amenities What details can I help you with in making your moving decisions? How can I make your decision easier? Â
. Questions that matter will uncover the âdeal makerâ elements. These questions will show what makes your customers tick. Samples of Power Questions: What is a deciding factor for you in choosing an apartment home? What are 3 specific needs that you are searching for in an apartment home? Tell me your expectations of an apartment communityâs services, features and amenities What details can I help you with in making your moving decisions? How can I make your decision easier?