Completing a prospect guest card is a very important process and there are many essential pieces of information that should be obtained each and every time.
Without a doubt, the most important information to gather is the prospect’s name and phone number. Without these two items we have no clue how to address the prospect or where to call them in the event the line drops and we get disconnected.
When it comes to obtaining your prospect’s phone number, there are two important areas of focus. The first lies in how you ask for the phone number and the second allows us to stimulate organic conversation and build rapport.
The first tip pertains to the moment in the conversation when you ask for the cell phone number. Asking for such personal information– especially over the phone– can be uncomfortable, so let your prospect know why you are asking for their number. I am a big fan of saying, “In case we get disconnected, let me go ahead and get a good phone number in which to reach you.” If you ask for the phone number this way, 99% of the time the prospect will provide the phone number.
It’s also important to remember that the number the prospect will be providing is more than likely their cell phone. Since there will always be a unique area code associated with the number, this is your chance to personalize the standard conversation and learn more about your prospect. If you recognize the area code as a local number, ask them if they are from your area and start a conversation. If you do not recognize the area code, ask them where they are calling from and why they are moving. This can get your prospect discussing the details of their move and it is a great segue into a conversation that allows you to build rapport!
Our second leasing tip can be utilized when asking for a prospects name. Try saying something like “My name is Justin, I’m sorry I didn’t catch yours.” Sometimes prospects are more receptive to a simple statement like this rather than the outright question “May I have your name, please?” Remember, after you learn your prospect’s name you should start using it in the conversation. Dale Carnegie’s classic book How To Win Friends and Influence People Carnegie notes that “a person’s name is, to that person, the sweetest and most important sound in any language.”
These are just a few tips to try out on your next leasing call. Plus, these simple techniques will make your calls sound less scripted and more conversational, allowing you to build better rapport with your prospect.