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Leasing - Overcoming Obstacles

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by

Bradley Carver

on 12 January 2015

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Transcript of Leasing - Overcoming Obstacles

Overcoming Objections

Leasing Training
Definition: An objection is something that gets in the way of the prospect signing a lease.

Objections are not obstacles
Don't get defensive, combative, or impatient




Overcoming Objections
4 Types of Objections

Product Concern
Postponement/Procrastination
Price
Personal
Product Concern
Customer feels that there is something about our product or service that is not for them.
Overcoming Product Concern

Offer Options
Know your competition
Point out what you DO have
Brainstorm alternatives
If possible, fix the issue they have
Overcoming
Postponement/procrastination
Overcoming Price

Price
Overcoming Personal

Postponement/Procrastination
Customer is putting off making the decision
Always stress urgency!
Understand what they are waiting for and make note of it
Follow up with them within 48hrs of tour and at least every 3 days for the next 2 weeks
Any variation of "it's too expensive"
Add Value
Educate the customer
Make a comparison
Offer available specials
Personal
Customer shows antagonism towards you (service), ACH, or the property itself
Show Empathy
Listen
Does their concern have validity?
Should it be addressed with management?

Feel, Felt, Found
"I understand how you
feel
, Susie..."

"...I
felt
the same way, when I realized that our property was so close to the train tracks..."

"...However, I have
found
that you never really even hear the passing trains."
Overcoming Personal
Full transcript