You have a plan for marketing, a plan for how to respond to Internet leads, a plan for renovations – but do you have a plan for how to handle telephone calls? Frequently the phone is an afterthought, a break in your routine. The fact remains that the majority of your prospects call you on the phone at some point prior to a visit. Handling these calls properly can make a big difference! In this session you will hear terrific techniques for maximizing your time with a caller, innovative ways of getting the information you need and the appointments you seek. This is a can’t miss session for all on-site personnel. Christopher Higgins is the Apartment Guy, a professional speaker and and owner / operator of multifamily assets with properties in Alaska, Florida, Missouri, Montana and Saskatchewan. With over 19 years of experience in various aspects of multifamily management and marketing, Christopher's seminars are tailored to the practical concerns of on-site employees and investors. For more information, please visit www.theapartmentguy.net. This webinar would not be possible without the support of our amazing sponsors, Lead Tracking Solutions and Apartment Newsletters! So please take a moment to check them out!

1. P hone T actics : Turning Prospect Calls Into Solid LEADS! Presented by Christopher Higgins, The Apartment Guy Proudly sponsored by:

2. Why Is The Phone Crucial? Answering the phone and turning those calls into something good is a crucial part of your job. We tend to get so wrapped up in the details of the day – reports, accepting packages, putting out the balloons. What about those customers who call you? 2

5. What’s Our Job? Leasing apartments What is EVERYONE ON-SITE’s primary function, regardless of job title? And much of that begins on the phone. Get Ready for A Poll Question! 5

6. Poll Question We get a lot of calls, and we put our number out there in a bunch of ways. How Much Do These Calls Cost, Anyway? 6

7. How much does it cost to generate a call? How many properties do prospects call? $ 82 3 to 5 7

9. Poll Question How many of your walk-ins have called you first, for research, directions, prices? 9

10. Call Tracking What percentage of people who lease have called you first? ____________ 77% That’s right! MOST PEOPLE call you first. Phone calls aren’t a nuisance, they are your business! 10

11. What’s the Hurry? The average prospect phone call lasts just 48 seconds. Can you “sell” a community that fast? Can you “consult” with your client? 11

13. A Word From Our Sponsor: Lead Tracking Solutions 13

16. Plan Your Calls While I have never encouraged the use of a script, there are certain key elements you need to make a call successful. Follow a set of guidelines and you will convert more calls into traffic. 16

18. Step One You can’t succeed until you know what is getting your customer’s __________ . You have to have the GOODS. attention 18

44. A Word From Our Sponsor: Apartment Newsletters 44

54. A lot of yes’s usually mean one thing… Y es at the END 54

63. Step Five C lose You’ve made it through the four hard steps, now comes the _______ __ . close 64

67. Remember the Steps A ttention I nterest C onviction D esire C lose Don’t skip a step – you may fall flat! 68

72. You May Have Thought… How Rude! She’s Cheap! They can’t afford us! Call us when you’re serious! They must be broke. I bet they are a shopper. Why such a chip on your shoulder? 73

74. What’s the point? Practice! Ask questions! Be happy and sound interested! Have product knowledge! With these, you can: Increase your closing ratio Increase your income Have fewer vacancies Fulfill the title of leasing consultant 75

76. Thank You! Christopher Higgins, The Apartment Guy [email_address] 866.447.3424 Trish Moore [email_address] 866-209-1700 ext: 304 Michael Dagel [email_address] 866-607-3088 http://www.MultifamilyInsiders.com