Phone skills in your leasing agents may be something you take for granted. A pleasant demeanor and politeness are great for making a caller feel comfortable, however phone calls are 3 times more likely to convert than any other type of lead. Are your agents adequately trained and ready to handle business over the phone?
Don’t let these leads get away, prepare your agents with this quick and straightforward training. In phone sales training for leasing agents: 3 simple steps, they can quickly learn how to turn a caller into a future resident.
STEP 1: Create the right call environment.
A leasing office can be a busy place, with residents walking in and prospects arriving for tours. However, when someone calls, they shouldn’t feel like they’re interrupting. To avoid this, always take phone calls in a quiet, private area. If needed, place the caller on a short hold while the agent steps behind a closed door to focus. In addition, keep a pen and paper nearby to record key details, along with any materials that help the agent stay informed and answer questions quickly and confidently.
STEP 2: Create a checklist to follow in each call.
It’s easy to overlook small details when speaking with a prospect on the phone. Many agents even forget to get the caller’s name. Before starting the conversation, train your leasing agents to pause and explain that they want to gather basic information in case the call gets disconnected. This approach shows professionalism and lets the caller know the request is for their benefit, which helps build trust from the start.
STEP 3: Build a connection with the caller
Once the agent gathers the basic information, it’s time to focus on the prospect’s needs. At this stage, avoid jumping into a scripted sales pitch about property details, specials, or lease terms. Instead, listen carefully and identify what the caller finds most appealing about your property. Then, highlight that feature first to create an immediate connection.
After the caller explains what they’re looking for, the agent can smoothly transition to sharing other property highlights that may interest them. This is also the ideal moment to invite the prospect to visit the office for a personalized tour. By following these simple but effective steps, you can ensure your agents make a strong impression and prevent valuable phone leads from slipping through the cracks.