INTERNET / EMAIL

• Respond to the inquiry within 2 BUSINESS HOURS

• Use an attention-getting SUBJECT LINE

• Include a PERSONALIZED GREETING (use their name if possible)

• ANSWER ALL QUESTIONS asked from the prospects

• Include FEATURES AND BENEFITS of the community

• Include at least one additional form of MEDIA (photos, floorplans, link to a

• ASK SPECIFIC QUESTIONS to create a dialogue and continue the

• CREATE A DESIRE for them to tour the community (use creative &
descriptive language, ask them questions about their move, attach
enticing media)

• Make sure the email is GRAMMATICALLY CORRECT

• Include HOURS OF OPERATION

• Include community PHONE NUMBER in your signature line

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 PHONE
 Greeting

• THANK THEM for calling

• INTRODUCE YOURSELF and the community

• ASK FOR THEIR NAME

• Ask for their PHONE NUMBER and EMAIL ADDRESS

 Identify Needs

• Find out their REASON FOR MOVING

• Ask them how they HEARD ABOUT US

• Find out APARTMENT SIZE needs (1B vs 2B, any square foot preferences?)

• Find out their MOVE IN DATE

• Find out their PRICE RANGE

• How many OCCUPANTS will be residing in the home?

• Will they be bringing any PETS?

• “Are there any other SPECIFIC NEEDS that are important to you for your new
home?”

 Build Value / Create A Sense of Urgency

• Build value BEFORE GIVING PRICE (talk about the apartment fixtures, community
amenities, etc)

• Describe some of the APARTMENT FEATURES

• Describe some of the COMMUNITY FEATURES & AMENITIES

• Describe the community LOCATION & SURROUNDING AREA

• Create a SENSE OF URGENCY (limited units available, limited time special/price)

 Closing

• Set an APPOINTMENT

• Offer DIRECTIONS to the community (make sure they know how to get here)

• THANK THEM for calling

 Follow Up

• Follow up via EMAIL right after the call (summarize what was discussed, confirm
appointment)

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 ONSITE TOUR
 Greeting

• STAND UP and GREET the prospect

• Wear your NAMETAG

• INTRODUCE YOURSELF and ask for their NAME

• Verify their PHONE NUMBER and EMAIL ADDRESS

 Identify Needs (if already received from phone or internet, verify the info once more)

• Find out their REASON FOR MOVING

• Ask them how they HEARD ABOUT US

• Find out APARTMENT SIZE needs (1B vs 2B, any square foot preferences?)

• Find out their MOVE IN DATE

• Find out their PRICE RANGE

• How many OCCUPANTS will be residing in the home?

• Will they be bringing any PETS?

• “Are there any other SPECIFIC NEEDS that are important to you for your new
home?”

 Build Value / Create A Sense of Urgency

• Build value BEFORE GIVING PRICE (talk about the apartment fixtures, community
amenities, etc)

• Describe the APARTMENT FEATURES (whether it’s during your tour or

• Describe some of the COMMUNITY FEATURES & AMENITIES

• Describe the community LOCATION & SURROUNDING AREA

 Demonstration

• Grab the ID before doing the tour

• Carry on FRIENDLY CONVERSATION throughout the tour

• Show a CLEAN, MADE READY home

• Ask TRIAL QUESTIONS in the home (“Would a home around this size work for
you?”, “Can you see yourself here?”)

• Show the AMENITIES

• CONNECT the home/community to their SPECIFIC NEEDS

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 ONSITE TOUR
 Closing

• Discuss PRICING & FEES

• Create a SENSE OF URGENCY (limited units available, limited time special/price)

• Ask if they are ready to APPLY (closing the sale)

• OVERCOME any possible objections, then try to CLOSE ONCE MORE

 Fair Housing

• Make sure all materials/applications/documents provided include the EQUAL

 Follow Up

• Follow up via EMAIL right after the tour, SAME DAY (thank them for stopping by,
summarize what was discussed, include floorplans and pricing as a reminder)

• Follow up again by PHONE OR EMAIL within 3 BUSINESS DAYS of the tour

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 VIRTUAL TOUR
 Before the Virtual Tour

• Offer them instructions on HOW TO CONNECT with you

• There are many ways to virtually tour them. You can offer them a Facetime tour,
send them a video of you walking through the home, send them a Matterport
tour, walk through the website together (virtually) over the phone and discuss, etc.

 Greeting

• INTRODUCE yourself and use their NAME

• Verify their PHONE NUMBER and EMAIL ADDRESS

 Identify Needs (if already received from phone or internet, verify the info once more)

• Find out their REASON FOR MOVING

• Ask them how they HEARD ABOUT US

• Find out APARTMENT SIZE needs (1B vs 2B, any square foot preferences?)

• Find out their MOVE IN DATE

• Find out their PRICE RANGE

• How many OCCUPANTS will be residing in the home?

• Will they be bringing any PETS?

• “Are there any other SPECIFIC NEEDS that are important to you for your new
home?”

 Build Value / Create A Sense of Urgency

• Build value BEFORE GIVING PRICE (talk about the apartment fixtures, community
amenities, etc)

• Describe the APARTMENT FEATURES (whether it’s during your tour or

• Describe some of the COMMUNITY FEATURES & AMENITIES

• Describe the community LOCATION & SURROUNDING AREA

 Demonstration

• If technical issues occur, offer various ways to reconnect and continue

• Guide them through a VIRTUAL TOUR of the APARTMENT HOME (either via
FaceTime, walking through the website images over the phone and discussing,
etc)

• Provide them with VISUALS of the COMMUNITY FEATURES/AMENITIES (either by

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 VIRTUAL TOUR
• Carry on FRIENDLY CONVERSATION throughout the virtual tour

• Ask TRIAL QUESTIONS (“Would a home around this size work for you?”, “Can you
see yourself here?”)

• ADDRESS ANY OBJECTIONS or concerns

• CONNECT the home/community to their SPECIFIC NEEDS

 Closing

• Discuss PRICING & FEES

• Create a SENSE OF URGENCY (limited units available, limited time special/price)

• Ask if they are ready to APPLY (closing the sale)

 Follow Up

• Follow up via EMAIL right after the virtual tour, SAME DAY (thank them for
speaking with you, summarize what was discussed, include floorplans and pricing
as a reminder)

• Follow up again by PHONE OR EMAIL within 3 BUSINESS DAYS of the tour