An article by Karen Herbert

The Rules

1. Be professional, respectful and courteous
2. Be on time and organised
3. Know your stock - pets allowed, furnished, term of lease, special terms etc
4. Know your legislation
5. Genuinely care -  what kind of property do they really want and or need.  This property may not suit them, then refer them to another one.
6. Have empathy for their circumstances
7. Create trust/rapport
8. Engage in conversation
9. Ask open ended questions 
10. Uncover any objections
11. Try to overcome objections - solve the problems or provide solutions
12. Thermometer in - ask  how they feel about the property
13. Ask for the order
14. Tenants are gold

 

The Questions

1. Have you seen many properties?   
2. When do you need a property by? 
3. How many of you are there that will be renting?
4. How does this compare to what you have seen so far?
5. Discuss the and see if you can either overcome them or solve the problem 
6. i.e. If a tenant says the 2 bedroom is too small, ask what size bed they have and or what kind of furniture do they need to fit.  Do they have a desk (if so, can we find another space for the desk).
7. Get them to enter into discussion about your solutions to see if they are in agreement
8. Do they have any more properties to look at?
9. If they are interested in the property, see if you can get them to put an application in today, maybe by highlighting the interest received so far in the property
10. Make it easy to do business with your agency.  Have applications ready, encourage use of 1Form
11. Explain the application process
12. Hand hold them through the entire process
13. If they are not interested in this property, then see what other properties you might have that would be suitable and get them registered to inspect
14. Assure them that your Agency will look after them well.