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TPA Performance Tips

Tips and best practices to make you a leasing guru

Last Update:
February 26, 2020
Agent Performance
Article

Telephone Performance Analysis Performance Tips

Telephone Performance Analysis (TPA) is a service provided by LeaseHawk. Trained LeaseHawk analysts evaluate employees’ telephone performance with prospects based on an assigned survey.

Performance Tips

• Create rapport that allows your prospective renter to feel comfortable with you. Know when to ask for the caller’s contact information. People are privacy conscious – especially if you haven’t made a personal connection with them yet.

• Continually ask open-ended questions to promote relationship/rapport building.

• If your caller tells you they are moving from their current location because their lease is up, inquire with them to see why they don’t want to renew. This could be very valuable information and especially key in continuing to build rapport, as well as tying what is important to them back to what your community offers.

• Identify your community’s unique selling points. Every one of your competitors have 4 walls and a roof…what is it about your apartment homes that set you apart from everyone else?

• Create a features and benefits list of your community for your quick reference. Write them out so you have a visual cue to remind you of each of your unique features on site.

• Tell your prospective resident why YOU like the community. Especially when it relates to why they are looking to move, people LOVE to hear first-hand recommendations. You’re painting a picture of their new home, so personalizing this visualization is key.

• Maybe you’ve heard your residents boast about a certain quality of an amenity or feature of the community – tell your prospective resident all about it!

• Understand that there may be wonderful qualities about your competitors, and even if you don’t agree,if you’re prospective resident is bringing up what “wowed” them next door…acknowledge it!…and then be prepared to talk about why your community is special and unique as well.

• Put yourself in your caller’s position. They’ve been researching for some time now, they’ve potentially called, emailed and even toured many communities, so they’re looking for “the one” to stand out!