Leasing Calls

This handbook provides a structured approach to handling leasing calls effectively. Leasing agents must follow proper call flow, create urgency, and guide every conversation toward a tour or lease application. Calls should be engaging, informative, and intentional to maximize lead conversions.

📌 The Leasing Call Structure

Every leasing call follows the same five key steps:

1️⃣ Listen – Get the caller talking and take notes.

2️⃣ Ask Questions – Learn their needs before offering pricing.

3️⃣ Diagnose – Clarify their priorities and tailor your response.

4️⃣ Prescribe – Position The Dean Reno as the best solution.

5️⃣ Agreement – Guide them to the next step (tour, application, lease).

📌 Agents must follow the three-question rule before providing pricing. You may not give a price until the prospect asks three times.

📞 Best Practices for Leasing Calls

✅ Gather Contact Information Early

• “I’d be happy to get that information for you! Just in case we get disconnected, may I grab your phone number?”

• “We send out leasing specials and availability updates—what’s the best email to reach you at?”

✅ Ask Open-Ended Questions to Learn Their Needs

• “What’s most important to you in your next home?”

• “Are you looking for a private space or a roommate setup?”

• “What’s your ideal move-in date?”

✅ Use Urgency Drivers to Push Leasing Now

• Floor plan scarcity

• Limited-time specials

• High leasing velocity

• Semester start approaching

✅ Deflect Direct Price Requests Until They Ask Three Times

• “We have a variety of options. Do you have a price range you’d like to stay within?”

• “Our availability moves quickly—are you looking to reserve a space soon?”

• “I’d love to find the best fit for you! What features are most important in your new home?”

📋 Phone Call Cheat Sheet

Key GMH Talking Points:

• Included in Rent: WiFi, furnished spaces, access to premium amenities.

• Location to Campus: Steps from UNR, right across from the fitness center.

• Outdoor Amenities: Rooftop pool, grilling areas, study courtyards.

• Indoor Amenities: 24-hour study lounges, state-of-the-art fitness center.

• Resident Events: Social gatherings, giveaways, networking opportunities.

📌 Always Offer a Tour!

• “I’d love to show you around so you can see everything firsthand. What time works best for you?”

🚀 Mock Call Scenarios – Testing Your Skills

Each agent will complete a mock call exercise with a manager acting as a prospect. Below are the scenarios managers may use, including trick questions to test critical thinking.

📍 Scenario 1: The Price Seeker

🗣️ “Hi, I’m looking for a four-bedroom. What’s the price?”

✔️ Ask about their move-in date, roommate situation, and budget before giving a price.

✔️ Only provide the rate after they ask three times.

📍 Scenario 2: The Hesitant Prospect

🗣️ “I’m just looking and not ready to sign yet.”

✔️ Ask what they like/dislike about their current housing and what features matter most.

✔️ Highlight limited-time specials and leasing urgency.

📍 Scenario 3: The Parent Caller

🗣️ “I’m calling for my child. Can you tell me about your apartments?”

✔️ Engage the parent but guide them toward booking a tour for their student.

✔️ Focus on safety, convenience, and academic-friendly features.

📍 Scenario 4: The Roommate Pair

🗣️ “My friend and I want to live together, but we don’t have more roommates.”

✔️ Explain roommate matching services and ensure they apply together.

📍 Scenario 5: The Budget Shopper

🗣️ “I just need the cheapest option you have. What’s your lowest price?”

✔️ Redirect to value over price and ask about move-in date and preferences.

✔️ Only provide a number after the third request.

📍 Scenario 6: The Urgent Mover

🗣️ “I need a place ASAP. Do you have anything available right now?”

✔️ Ask when they need to move and if they have roommates.

✔️ Offer an immediate application link if availability allows.

📍 Scenario 7: The Campus Resident Debating Off-Campus Living

🗣️ “I’m not sure if I want to live in an apartment or stay on campus.”

✔️ Highlight more space, privacy, and better amenities compared to dorms.

✔️ Encourage a tour so they can compare options themselves.

📞 Commission & Lead Ownership on Calls

📌 Lead assignment in Entrata does NOT guarantee commission. Commission is determined only by activity notes documenting the agent’s follow-ups and lease efforts.

✅ Follow-ups must be done at least once every three days.

✅ If a lead goes uncontacted for more than three days, it is considered neglected and may be taken by another agent.

✅ If you want to take over an active lead, ask the assigned agent first; if they disagree, escalate to a manager.

✅ Always document lead transfers and activity in Entrata for transparency.

📌 Academic Breaks (Spring Break, Winter Break, Summer Break)

• If you are absent for an academic break, your leads will still be worked by other agents.

• The agent who engages with the lead most or closes the lease will receive commission.

🚀 Final Takeaways

📢 A strong leasing call leads to higher conversions. Follow this guide to keep calls structured, professional, and results-driven.

💡 Quick Reminders:

✅ Always gather contact info at the start of the call.

✅ Ask at least three questions before giving a price.

✅ Use urgency drivers to push leasing.

✅ Every call should lead to the next step: a tour, application, or lease.

✅ Commission is based on activity notes, not lead assignment.

For questions or clarifications, reach out to management. Let’s master our leasing calls and close more deals.