Leasing Basics: Telephone Techniques
Telephone Techniques
Welcome to our Leasing Basics: Telephone Techniques, your quick-start guide to mastering one of the most important skills in apartment leasing: connecting with prospects over the phone. In this series, we’ll walk through the essential techniques that help you make a strong first impression, build rapport in seconds, ask the right questions, and confidently guide callers toward scheduling a visit. Whether you’re brand-new to leasing or looking to elevate your skills, these videos will give you the tools to turn every call into an opportunity.
Telephone: Hold the Phone Etiquette
Telephone: What NOT To Do on The Phone
Telephone: What To Do
Telephone Scenarios: Do You Accept Section 8?
Telephone Scenarios: Pricing Questions
Telephone Scenarios: Do You Have Any Specials?
Telephone Scenarios: Do You Allow LARGE Dogs?
Telephone Scenarios: Are You Pet Friendly?
Bonus Script Resources:
Classic Script:
Thank you for calling __Community__. This is __Name__, how can I help today?
Allow them to answer.
I'd love to help you __Reason They Called__. As I said my name is __Name__, can I ask what your name is? Allow them to give their name.
So nice to meet you __Their Name__, and I'm excited to help you. __Answer Question__.
If you need more info as the convo comes to an end say.
__Their Name__, it was so nice speaking with you today. Before we hang up, can I ask you a few questions to get additional details for my notes?
Fun Phone Greetings:
Thank you for calling Sprout Apartments, where we are celebrating [National Coffee Day] today! This is Barbara, how can I help you?"
“Hi, this is [Name] at [Community Name], nestled between your favorite taco spot and the best Target run of your life. What can I do for you?”
“Hello from [Community Name], where 10 out of 10 dogs agree our dog park is best!”
Get more HERE.
Answering Difficult Application Questions:
We would be happy for you to come in and fill out an application. I can't answer your specific question over the phone, but we would be happy to review our policies and provide you with an application for residency if you visit our office.
We use a third party to run the applications, and they help us make decisions to ensure we comply with the federal government rules and regulations.
When You’re Interrupted
__Name__, I just had someone walk into the office. Do you mind if I give you a call back so we can continue our discussion on __Reason They Called__? Let me know what day, time, and phone number work best.
If you think you can wrap up the call in less than 1 minute, you can say this instead:
__Name__, I just had someone walk into the office. Do you mind if I put you on a brief hold? Let the in-person lead know you'll be with them shortly. Direct them to the coffee bar to get comfortable.