Preparing for Phone Calls
It is advisable that you carry a notebook around with you to track your rental calls, so you can see the results generated by your ads. Keep track of the caller’s name, phone number, what they are looking for and basic follow up information. Have a separate section as an appointment book to keep track of all showings.
Prepare Property Feature Sheets
You should have feature sheets available that contain all of the information about your unit. It should contain the size of the unit, the type of unit, number of bedrooms and bathrooms, price, address, furnished or unfurnished, utilities included or not and a list of the appliances included.
You should also add some general information about the area. Include accurate information about the proximity to the closest shopping centre, local schools, medical facilities and bus route. These amenities may be the deciding factor between your rental and another rental. See example Property Feature Sheet.
Build Rapport with the Caller
Make a good first impression when a prospective renter calls you. Answer the phone in a professional manner with a smile and speak clearly. As the caller asks questions answer them by highlighting some unique aspects of the rental. For instance, if they ask if there is a backyard, you could say yes there is a large backyard that is fenced in with a large deck that is great for barbeques. Always add unique aspects of your rental to every conversion before the showings.
Create a Sense of Urgency
Let the prospective renter know that you have already had x amount of inquiries and you will begin to show the unit the next day, along with one open house on Saturday between 11 and 2 pm. That way they will be eager to set an appointment on the same day as the other prospects.
Showing the Unit
Make sure that you are there first. When your appointment arrives greet them politely and introduce yourself. Provide them with a feature sheet right away even if you have already faxed them one. Ask them if they have any questions and begin the tour. Allow the tenants to lead you a little bit. You will know which room is important to them by which room they gravitate to first. Do the walk through with them pointing out any important items that you need to bring up and any benefits that your rental may have. Make sure to show the entire unit including any storage areas, garage and the backyard. Give them a few minutes to look around on their own and meet back at the door you came in from. Ask them if they would like to fill out a rental application and let them know when you will be making a decision. If they choose not to fill out an application, make sure they have a feature sheet with your name and number and thank them for coming. It might not be exactly what they were looking for but they might tell someone about it. Always be polite, after all- you are trying to run a business.