Toni Blake's

Journey to Leasing Excellence

Helping you channel your full potential

Step 21: WHO is in the House!?

  • Sensitive and non-sensitive questions
  • Step into meeting WHO
  • The importance of personal pronouns
  • Discovering relationship
  • Owning new language/ leasing techniques
  • Fair Housing-Friendly phrasing for WHO
  • Fun pet questions
  • Make note of the correct spelling of all names
  • NAA on Emotional/Service/Support Animals
Number of occupants is at the heart of WHO in their story!

In this episode, Toni Blake shows you how to manage the interview concerning the number of residents that will occupy the apartment. You’ll learn how to use personal pronouns to discover relationships and open up a very important part of their story, understanding the personal preferences of the people they love and how it impacts their apartment decision. Toni teaches you great follow-up questions that allow you to have a better connection to the person and their pets. Additionally, Toni provides you with insights to the National Apartment Association Emotional Support Animal Resources and Statement of Policy.

Featured Resources

Word Study

  • Personal Pronoun: A personal pronoun is a short word we use as a simple substitute for the proper name of a person. Each of the English personal pronouns shows us the grammatical person, gender, number, and case of the noun it replaces. I, you, he, she, it, we they, me, him, her, us, and them are all personal pronouns. A personal pronoun can be in one of three “persons.” A first-person pronoun refers to the speaker, a second-person pronoun refers to the person being spoken to, and a third-person pronoun refers to the person being spoken of.

Personal Assignment

3 things I want you to practice this week:

  1. Learn how to “own” the who questions using personal pronouns
  2. Practice powerful follow-up questions to get the “WHO” story.
  3. Understand your personal liability with proper discussions on emotional/support animals.

Learning Assets

Resources from the NAA (click to open)

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