Follow-Up: Phone Scripts
In the age of digital communication, a phone call can go a long way to getting results. We know how nerve-racking it is to call someone, but trust us - it will lead to that lease.
The best way to prepare for these calls is to have a script that you can easily customize for each person you call. As you make more of these calls, you will get better and sound more natural.
Try These Phrases
Fridays are for follow-up, so try these few phrases next time that you're calling prospects who toured but haven't filled out an application yet.
“How’s your week going?”
”Not here to rush the decision…”
”The layout you looked at is too good to lose- let’s talk about holding it.”
”I was reviewing my notes from your tour, and it really seemed like you were drawn to that [feature/amenity]”
”Let me know if you want me to put it on hold for 24 hours while you make your decision- I would hate for you to lose that view.”
Listen to the full scripts in these videos >>>
FOLLOW-UP CALL PRO TIPS
Grab Water Before You Start: You don't want to be that person that gets all choked up in the middle of the call.
Do A Run: Practice your script out loud before you actually make the call. I don't know about you, but nothing is worse than that first word coming out like a squeak or bark. This helps prep your voice.
Take a Deep Breath Before Each Call: This will help calm your nerves and keep your tone even.
Have the Script In Front Of You: Whether it's written out or on a computer, have your script or general notes in front of you. You don't have to follow it word for word, but it’s good to have and ensures you hit all your key points.
Of course, we won't leave you hanging! Below are some additional phone call scripts you can use to get started:
OPTION 1:
Hi there, _____ (prospect name)! It’s ______________ from __________ Apartments. I gave you a tour of our community and you seemed to especially love _________________ (insert something personal that they liked). I just wanted to check in with you and answer any questions that may have come up in the last few days.
NOTE: If they say they don’t have any questions, you can continue to engage by asking the right questions. Example: Did you have the opportunity to tour any other apartment communities?
This helps you know who your competition is.
OPTION 2:
Hi _____ (prospect name). It's _______ from _______ Apartments and I just wanted to thank you for touring our ________ (unit) apartment home.
I know you ______ (insert fact they shared) and _____(insert something from your community that relates back). Do you want me to get the details prepared for you so you can reserve your home here?
Ex: I remember you mentioning your 4-year-old, Jake, loves to swim! Our swimming pool is now open and lookin’ better than ever!
OPTION 3:
Hope you're having a great day ____ (prospect name). It's ____ from ____ Apartments and I just wanted to reach out to see if you have made any decisions on selecting your future home?
A couple of ideas if they are still on the fence:
Invite them out to tour again with their family
Invite them to your next resident event