Toni Blake's

Excellence in Telephone

3 LESSONS: Greetings – staging a Great Phone Call

Over 50% of onsite phone calls go unanswered. Excellence in Telephone is not just about a shopping score, it’s about occupancy. The telephone is often the first human contact with our future resident and a powerful way to take your community to the TOP of the short list. Today we are closing on first contact and Toni’s coaching will help you team be successful in one of the most important moments during the leasing process. This is also about the interview and can be applied on the phone or face-to-face for a tour. Make sure your teams complete this powerful playlist on how to interview a future resident and understand their needs.

These first three lessons focus on staging a great phone call. The human attention span is only 9 seconds, according to research by Microsoft. How you start a telephone call may have everything to do with your success. Be sure to have your teams watch these three powerful sessions on telephone greetings.

Session 13: Telephone – Warm & Inviting

Tags: Shopping Report, Telephone Greeting, Voice Tone, Communication Skills

Lesson Time: 13:26

Session 14: Get Their Story (LIVE LINK)

Tags: Shopping Report, Telephone Interview, Personal Introductions

Lesson Time: 11:17

Session 15: Successful Greetings 

 Tags: Shopping Report, Telephone Greeting, Name Questions

Lesson Time: 12:34

Excellence in Telephone

8 LESSONS: interview: Getting their Story

We build relationships through great conversations. Toni show your team how to conduct and interesting and engaging telephone interview and get people to open up and share their personal story, preferences and dreams of their next home. This powerful information allows your team to personalize their presentation. It changes the conversation from being about us to being about them. Rather than our apartment, it’s their next home. Be sure your teams take time to let Toni coach them their the important interviews skill required to get people to tell you their story.

Session 16: The Powerful WHO Questions

Tags: Shopping Report, Telephone Interview, Personal Story 

Lesson Time: 14:29

Session 17: Telephone Connection Questions

Tags: Shopping Report, Telephone Interview, Personal Story

Lesson Time: 11:54

Session 18: How Did You Hear About Us? 

Tags: Shopping Report, Telephone Interview, Traffic Source 

Lesson Time: 15:06

Session 19: Conversation Starters – The WHAT Questions

Tags: Shopping Report, Telephone Interview, Apartment Preference

Lesson Time: 13:06

Session 20: Decision Timeline – The WHEN Questions

Tags: Shopping Report, Telephone Interview, Move-in Date

Lesson Time: 06:39

Session 21: WHO is in the house?

Tags: Shopping Report, Telephone Interview, Occupants-Pets

Lesson Time: 12:38

Session 22: Value Positioning

Tags: Shopping Report, Telephone Interview, Price Range, Price Questions

Lesson Time: 9:53

Session 23: Your Property, Their Needs

Tags: Shopping Report, Telephone Interview, Apartment Preference, Love Notes

Lesson Time: 10:17

Excellence in Telephone 

5 LESSONS: Staging the Close

First contact with our community is often over the phone. This is our chance to move to the top of their short list of communities they want to visit. Knowing how to transform a telephone call into a property visit is important to your leasing success. These five important lessons teach you how to stage the close during the phone call and close on first contact.

Session 25: Your Company Website

Tags: Shopping Report, Telephone Closing, Community, Company Website

Lesson Time: 12:55

Session 26: The ART of Words

Tags: Shopping Report, Telephone Closing, Apartment Description

Lesson Time: 12:55

Session 27: Creating Urgency

Tags: Shopping Report, Telephone Closing, Urgency

Lesson Time: 13:23

Session 28: Extending an Invitation

Tags: Shopping Report, Telephone Closing, Telephone Appointment, Property Directions

Lesson Time: 12:05 

Session 29: Making a Specific Appointment

Tags: Shopping Report, Telephone Closing, Set Appointment, Webcasting, YouTube Tour, Urgency Close

Lesson Time: 13:34 

1 LESSON: Community Information 

Preparing your community is a team goal and should involve leasing, management and maintenance. This lesson introduces Toni’s Golden Path and shares important information on curb appeal and how to prepare the target apartment with persuasively staged the invitation to rent. Preparing your community is a team goal and should involve leasing, management and maintenance. This lesson introduces Toni’s Golden Path and shares important information on curb appeal and how to prepare the target apartment with persuasively staged the invitation to rent. 

Session 30: The YES Path

Tags: Shopping Report, Community, Golden Path, Curb Appeal, Staged Close

Lesson Time: 12:53

7 LESSONS: Establishing Relationships – Greeting

 Our first face-to-face encounter with our customer begins the most important part of the journey to leasing excellence, greeting. How we meet, greet and give our first impression sets the stage for trust along the decision path and ultimately to our success. These six lessons show your teams way to aim for the top of the market and set themselves apart from the competition.  This is about economic leasing and establishing high value as the number ONE community on their list. Each of these lessons are important steps on the Journey to Leasing Excellence.

Session 31: Great First Impressions

Tags: Shopping Report, Greetings, Eye Contact, Compassion, Sincerity

Lesson Time: 09:22

Session 32: Etiquette for Handshaking

Tags: Shopping Report, Greetings, Handshaking, Professionalism, Career Development

Lesson Time: 07:12

Session 33: The Importance of Names (LIVE LINK)

Tags: Shopping Report, Greetings, Environmental Greetings, Name Exchange

Lesson Time: 13:46

Session 34: Genuine Helpfulness

Tags: Shopping Report, Greetings, Self-Aware, Emotional Intelligence, Character Development

Lesson Time: 13:55

Session 35: The Leasing Bistro- Today we are serving!

Tags: Shopping Report, Greetings, Staging Refreshments, Hospitality Area, Welcome Center

Lesson Time: 10:11

Session 36: Say YES to the Dress Code

 Tags: Leasing Essential, Character, Shopping Report, Greeting, Uniform, Teambuilding, Professionalism

Lesson Time: 09:56 

Session 37: The New Resident Packet 

Tags: Shopping Report, Toni’s Tools, Be Prepared, Greeting, Organized Leasing  

Lesson Time: 08:56

Session 38: Remembering People

Tags: Shopping Report, Greetings, Remember Names

Lesson Time: 08:05

1 LESSON: Establishing Relationships – Identifying Needs 

The human attention span is only 9 seconds, according to research by Microsoft. How you start a telephone call may have everything to do with your success. Be sure to have your teams watching this powerful session on a very important telephone skill. 

Session 39: Confirm the Correct Tour Apartment

Tags: Shopping Report, Identify Needs, Confirm Preferences, Decision Path 

Lesson Time: 10:17

5 LESSONS: Demonstrating – Confirm it Fits!

They have seen it all online but they still drove all the way to the apartment, why? They need to see how it fits and how it feels. The tour is the final step in choosing your community as their new home. The purpose of going into the apartment is to see if it will work for them. In these 5 powerful lessons Toni shows you how to support the consumer’s decision process by providing detailed measurements, cubic square feet, problem solving and suggestions for overcoming objections. Take the time to follow the instruction, add the measurements to the floor plan, and measurement cards to the tour apartments to help confirm that this apartment fits their furniture and their life.

Session 40: Turn Just Looking Into Moving

Tags: Toni’s Tools, Moving Expert, Mover’s Guide, Moving Details, Urgency

Lesson Time: 09:58

Session 41: Add Ceremony to Leasing

Tags: Toni’s Strategies, Ceremony, Alexandra Stoddard, Meaningful Moments

Lesson Time: 10:05

Session 42: Make Each Apartment FIT

Tags: Shopping Report, Demonstrating,Place Furniture, Confirm Decision, Overcome Objections

Lesson Time: 13:53

Session 43: Facilitate the Close (LIVE LINK)

Tags: Shopping Report, Demonstrating, Floor Plan, Confirm Decision, Overcome Objections

Lesson Time: 12:20

Session 44: Value Selling & Overcoming Objections

Tags: Shopping Report, Value Positioning, Overcoming Objections, Problem Solving

Lesson Time: 11:51

4 LESSONS: Closing and the Decision Path

Great Closing takes time and practice to prepare all the suggestions and advise needed to help a person fit their life into a new home. Closing is about overcoming objections, problem solving and helping them to see your community as the best option. Closing is about helping them to see, feel and experience excitement about living in your apartment. Toni will help you become a facilitator, conversationalist, problem solver, shopper, decorator and party planner to end your tour with a great decision to celebrate their new home at your community. Be sure all your team members take time to join Toni’s 4 lessons on closing on the Journey to Leasing Excellence.

Session 45: 100% Closing Everyone Every Time

Tags: Shopping Report, Toni’s Tools, Closing, Urgency, Celebration Station, Invitation Station,

Lesson Time: 08:44

Session 46: Navigating the Decision Process

Tags: Shopping Report, Closing, BIG ASK, Resident Design Ideas,

Lesson Time: 11:19

Session 47: Closing Conversation Starters Part ONE

Tags: Shopping Report, Toni’s Tools, Closing, Reserved Parking, Build Agreement, Reservation Guarantee

Lesson Time: 8:55

Session 48: Closing Conversation Starters Part TWO

Tags: Shopping Report, Equal Exchange, Second Chance, Resident Testimonials, Decision Path

Lesson Time: 10:09