Good Aspects

• Pushes off the initial price question to begin engaging with the prospect.
• Makes the call a friendly conversation and reinforces the prospect’s hot points to help assure the prospect the community can meet her needs.
• Obtains the prospect’s price range before discussing the community’s prices.

Areas for Improvement

• Create better urgency by limiting the choices of apartments.
• Encourage the prospect to tour and apply online to get on the wait list.

Push play to listen to Adam's Call.

Good Aspects

• Starts with a simple ice breaker upon the prospect’s first question and begins engaging well with the prospect.
• Instead of giving the square footage initially, Nathan paints a picture of a spacious apartment and that the area is utilized well.
• Prospect sounds like a driver initially, but Nathan’s questions get the prospect talking about himself and his needs.
• Pushes urgency at the end of the call and encourages an online application.
• Does get the prospect to agree to come out to tour the community.

Areas for Improvement

• Should have gotten the prospect’s price range before giving out the community’s prices.

Push play to listen to Nathan's Call.

Good Aspects

• Great ice breaker asking the prospect about her apartment search so far.
• Engages well with the prospect and hits hot points well to make it feel like a natural conversation.
• Handles the price question well by getting more information from the prospect, obtaining her price range first, and assuring her they can meet her price point.
• Gets the appointment, contact information, and mentions to apply online before coming into the office.

Areas for Improvement

• Occasionally talks over the prospect (could be a delay in the phone line though).
• Could have gotten information on where the prospect works.

Push play to listen to Laura's Call.

Good Aspects

• Starts with a good ice breaker.
• Engages very well with the prospect and seems to put her at ease during the conversation.
• Gets the tour early in the call and has the prospect come in that afternoon.
• No discussion of price.
• Drills down to get the accurate source.

Areas for Improvement

• Once Dayna gets the tour, she could have gotten some basic information from the prospect and wrapped up the phone call.

Push play to listen to Dayna's Call.

Good Aspects

• Opens with a good ice breaker that gets the prospect talking.
• Asks great engaging questions and helps narrow down the choices for the prospect.
• Assures the prospect that the apartment will stay within their price range without giving specific prices.
• Encourages a tour and directs the prospect to the website.
• Does stress urgency by mentioning limited availability.

Areas for Improvement

• Could have had the prospect fill out an online application to have everything ready when she tours the community.

Push play to listen to Mia's Call.

Good Aspects

• Deters from the initial price question and uses a great ice breaker.
• Engages very well with the prospect and hits the caller’s hot points.
• Has a very friendly conversation with the prospect, doesn’t feel like a staged call.
• Stresses urgency with very limited availability in the area.
• Encourages the prospect to pre-apply with an online application.

Push play to listen to Becca's Call.

Good Aspects

• Works will with the mom even though she is calling for her daughter.
• Gets the price range and tries to build up the community and apartment before giving the prospect the price.
• Does not directly say the area is “safe” but instead describes how great the area/neighborhood is and mentions a gated community.
• Accommodates the prospect’s schedule to make sure she can make it in for a tour.

Areas for Improvement

• Stress more urgency.
• Could have offered to send additional information through email and encouraged an online application to help quicken the process.

Push play to listen to Andi's Call.

Good Aspects

• Uses a good ice breaker to get the prospect talking.
• Engages well with the prospect and reinforces her hot points to get her excited about the community and apartment.
• Gets the prospect to setup a tour so she can see the community and apartments.
• Directs the prospect to the website and provides a link to fill out an online application because of limited availability.

Areas for Improvement

• Does not need to give the exact price since the price she initially mentioned fits within the prospect’s budget.

Push play to listen to Allison's Call.

Good Aspects

• Deters from the initial price question to get the prospect’s needs and wants.
• Engages very well and makes it feel like a natural conversation.
• Creates great urgency, offers temporary hold, and encourages the online application.
• Reassures the prospect about leasing site unseen and sells the 30 Day Guarantee.
• Didn’t force getting the additional contact information until towards the end of the call.

Push play to listen to Kevin's Call.