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every years I'm doing my leasing University live training events I meet thousands of leasing consultants and property managers just like yourself and a lot of times I get asked the question what's the one most important skill for our job and hands down I gotta say the most important skill for a leasing consultant if you knew nothing else if you could just have one skill I would say it's the phones the phones are vital the phones are critical deals are won and lost on the phones and unfortunately as an industry we do a terrible terrible job of handling our prospects that call the leasing office at our apartment communities well today on this video I want to share with you 12 things if you could find out anything there was to know about a renter that was calling your property I would want to learn these 12 things on every single call that comes into my leasing office and this is we teach the ways to pull this information out of your calls at leasing University comm and at the leasing University live events but the first step is to actually know what you should know about every caller so grab a pen I want you to write these down this information that I'm giving you right now is gold it's dynamite it's gonna help you get the job done it's gonna help you achieve your goals and it's gonna make you a lot more money so write these twelve things down and after the call I'm gonna call a property at random and let's see if they're able to learn these twelve things so what are the twelve things first of all I've got to know who you are okay that makes total sense I've got to know your name I've got to know your number I've got to know your email I've got to know what do you want all right and I've got to know why you want it as a professional I cannot sell you an apartment if I don't know what you want and why you want it I need to know what research have you done on the community so far this is a dynamite question the professionals that are asking this question end up saving themselves so much time and effort by just simply asking somebody right from the jump hey what research have you done in our community so far need to know what's most important to you I need to know why that's most important to you I need to know what do you want to see first on the tour I can tell you right now practically nobody is asking this unless they've been through leasing University okay I need to know what you want to see first on the tour I need to know why do you want to see that first I should know where you're living right now that piece of information is vital for me being able to learn about you and me being able to select an apartment that's gonna match your needs of course we got to know what date do you need to move in by and I need to know what makes that date important the pros are gonna also find out what additional information can I have ready for you when you show up to the property that's gonna separate you from the goods knowing what kind of information should I have ready for you separates a good leasing consultant from the Great's the rock stars the one that everybody shows up to their appointment the one that gets the least most of the time when a property shows up all right so let's call hopefully you've written those down but let's call a community and see how much of this they find out so Who am I I'm Matt Easton what do I want I want a two-bedroom apartment why do I want it I'm gonna use the second bedroom as an office now do you see why you want to know why they want that totally different if I've got a kid in that bedroom versus a roommate versus I'm gonna use that as a workspace totally different needs totally different wants you're gonna position the product totally differently what research have I done on the community far so far well I found you on Google and I've looked through everything on the webs that the website has saw force all the pictures looks great love it what is most important to me I'm gonna say let's say I'm an athlete say I'm a triathlete it sounds good to me what what's most important to me is the kitchen why is that most important to me because as an athlete I need to do my meal prep I love cooking cooking as my stress relief okay what do I want to see first on the tour well I want to see the swimming pool first why do I want to see that first because again I'm an athlete I love to swim I'm a triathlete and you know what for relaxation on the weekends I would love to have a pool I'm moving from Denver and the pool at my community right now it's terrible it's awful let's say I'm will pick a city let's say I move into Fort Worth Texas and it's gonna be hot so I want to have a good pool where are you living now well of course I'm living in Denver right now I'm living in downtown Denver in a high-rise what day do you need to move in by July 15th what makes that date important well I'm being transferred from Denver to Fort Worth and my employer says I have to be in the new market I have to be working by July 15th they will pay for temporary housing for up to three months if I don't find a place to live by July 15th do you see why it's critical to find out why that dates important now we know all boy I better lock this person down because they've got corporate housing I need to let them know hey you don't want to move your stuff twice do you great what other additional what additional information can they have ready for me I'm a cyclist right I'm a triathlete I want to know where do you ride bikes in Fort Worth are there bike paths where do people go to ride bikes because I'm new to the area all right let's call a property I'm just gonna call one at random here and let's see how well they do on this hey Siri search google for apartments in fort worth texas okay I found this on the web for accountants in Fort Worth Texas check it all right I'm just going to grab the first Google Ad that pops up by the way if you're not running Google Ads it is a great way to get renters and we are gonna call them and see how they do hopefully the answer within three rings it's one ring it's level of customer care this call may be recorded please hold while we connect your call you gotta check this out check how many rings your property has and if you getting sent around to stuff like this not the best if you have prospects hello five five rings in like a 45 second hold not good six week thank you hi I'm calling about availability okay when are you hoping July 15th 15 yeah this is Matt eastin est us on Google this afternoon yeah okay let me get you a phone number here okay perfect it's three oh three eight eight oh three yep moving from Colorado three oh three eight oh three seven three seven two but I'm in town today I can swing by right now okay sounds good ISO 303 803 737 - perfect I'll see you here in a little bit okay sounds good how long maybe 15 20 minutes all right thanks bye okay what do you guys think what grade would you give them I'd give him he's trying but I'd give him a c-minus or a D why first of all that the call set up there is a disaster they need to figure out how to answer the phone within three rings that whole whole thing uh not good all right so does he know who I am yes does he know what I want yes he asked me how many bedrooms I told him a two-bedroom does he know why I want it no what research have I done he did ask me Google so I'm gonna kind of give him a little bit I'm gonna give him a pass if that was a pass/fail but he really didn't dig in that much what's most important to me does he know that no why is it most important no what do I want to see first on the tour doesn't know that why do I want to see it first doesn't know that where am i living now I offered up the Denver he did not ask me that so I'm not giving him credit for that I I slipped and I offered that up what day do I need to move him by he did ask me that what makes that date important didn't ask me can you see how it would have flowed if he had asked me why that date was important what additional information can I have ready for you he didn't ask me that he probably goes throughout his day wondering why people don't show up to their appointments because he's not handling that like a professional no offense to him I'm sure he's a great guy he's not handling it like a professional he's not putting himself in a position to win let's see if you guys want to call one more let's call one more hey Siri what's called Dallas search Google for apartments in downtown Dallas Texas okay I found this on the web for accountants in downtown ok so I'm just gonna grab the first Google ad that pops up same story one ring staff member will be with you shortly this call may be monitored or recorded for quality assurance that's four rings wasn't counting all about availability yeah is there anything in particular that you were looking for two-bedroom house on July 15th no I'm pretty good with the with your prices okay so you don't have a price range at all that you prefer to stay with it no yeah what's important to me is the kitchen okay so right now I do have just two two-bedroom options available and I'm sorry you said the mr. Lai yes all right I'm so the only issue we're running to right now both of these units are vacant right now I mean you would need to take possession within seven days is that an option for you it might be can I come down and take a look no problem can I come down right now and take a look no okay sure it looks like I can't can you be here or is it come down so are you coming from somewhere very close yeah I'm pretty close by alright so for 15 or 430 can we do the 430 just to keep it safe its Matt Easton EAS Toa 59 square feet is running for two thousand twenty dollars okay the second is 1329 square feet if subscribe you sweet and that's really for 2850 so those are the only two that I have available right now okay great alright I'll see you in a few minutes here I'm on my way thanks okay thanks mate alright this is great I'm glad she did that why are we always talking about price y'all are always bringing up price it does nothing for you it really hurts you you haven't built any value with the rent or you haven't learned she did ask me what's important to me it was kind of a weird halfway asking I think it's because she was so shocked that I didn't care about the price didn't ask me why I cared about the kitchen didn't drill into any value Christopher can she call me back nope does she know my number nope did she I don't think she knows my first and last name great she can look me up there's only probably ten thousand of us in the United States of America doesn't know why I moved I give this honestly a D or an F she had a hot renter that was looking for a place obviously didn't care about price you want to lock that person down why does she need to look at her book and go 4 or 4:30 I'd be like come on down right now Christopher's ready he's got some meetings he'll move some stuff around it sounds like you know you really want to look at this stuff please guys don't be talking about price so quick recap find out who they are find out what they want find out why they want it ask them what research they've done so far ask them what's most important to them find out why that's important to them ask them what they want to see first on the tour find out why they see that first you're gonna get vital information figure out where they're living now bonus ask them what their ideal scene is hey where are you living right now what's your ideal scene they're gonna share with you gold find out what they they need to move in by she did that good for her but she didn't find out why that dates important and always ask them what additional information can I have ready for you when you show up you're gonna find out that they're actually gonna show up I hope this video helps write this stuff down if you need training if you want to be a rock star we teach this at Leasing University you can buy the phone training course as a standalone for 198 bucks it's gonna change your life but more importantly I'd recommend getting on the unlimited plan that's two hundred ninety nine dollars for a single leasing consultant or you can get your entire team access to not only the phone training but the other 16 plus major courses there's 300 video courses that I'm gonna go through with you $4.99 you can get your whole team on that check us out over at leasing University comm and if you want me to fly out and train you and your people I'll do it I'll get on a plane and train you you can always call my office at any time they'll answer within three rings you're not gonna find any funky hold at my office eight eight eight seven three five seven four five one I hope this video helps please write these twelve things down it'll change your life subscribe to the channel and I would love it please leave a comment right now what are you doing for sales training in your apartment career I want to see what everybody else is doing for training how is your training working out for you please comment below I'm gonna pick a comment at random and I'm gonna send that person a $50 Starbucks card so I'm gonna wait a little bit wait 'full some comments build up and then I'm gonna pick one at random get in there and put your comment right now what are you doing for sales training for your career in apartments I'm Matt Easton the founder of leasing university until the next video be great and get those leases [Music] I've been in the property management industry for I'm on my third year and I had never got a lease signed that fast my name is Matt Easton and I'm the founder of leasing University I've worked with thousands of leasing consultants and property managers just like yourself to help them get better to help them get more leases I love the way that not push the leasing professionals to think about how people think I've developed leasing university just for you you and I are gonna work together virtually from your phone from your tablet from your PC I'm gonna be here to coach you every step of the way 24/7 365 you and I are gonna work to get you better to help you get those leases the way people rent apartments is totally different today than it was yesterday renters have more access to information than they've ever had before and they've got more choices than they've ever had before I just got my first deal as a leasing consultant and I haven't even been in leasing game in a week I started on Monday and today is Sunday and I got my first two deals it really taught me how to go the extra mile and really gave me the why behind the important things that it that you have to do when you are leasing and meeting with people and connecting with them and you know helping them choose their home my name is Kayla and the one thing I like about leasing University is it teaches you how to do property management and leasing and make the best out of all of it everything that you need to know to get better to hit your occupancy goals to make more money to advance your career as a leasing consultant it's all right here for you at leasing University