Converting Lead to Leases

Apartments.com sends you highly qualified leads by email, fax or toll-free number. Hot Leads have just toured your community online - they have seen your photos, floorplans, amenities and possibly taken a virtual tour. They are ready to take action!

By the time they contact you, Hot Leads have usually narrowed down their choices to 2-3 communities that meet their requirements. Be the first to reach them! It is best to contact leads within 1 hour of initial contact and no more than 24 hours. Remember, online renters want and expect quick access to information and a timely response.

Exercising excellent follow up with Apartments.com leads will increase your chance of securing the lease. Follow the below best practices when responding to phone or email leads:

Phone Leads – Best Practices

• Have all necessary telephone tools ready
  • Pen, pencil, notepad, blank guest cards, etc.
  • Appointment book and current list of apartments available to rent
  • Written directions to community from north, south, east and west
  • Obtain as much information from the prospect as possible – don’t forget to get their email address
  • Smile when you speak…enthusiasm is contagious
  • Establish rapport with the caller: Make them feel important
  • Know the strengths and benefits of your community
  • Use “assumptive closing” techniques that suggest the prospect will be moving into the community
  • Schedule an appointment for a property tour
  • Record a detailed outgoing message about your property - include your leasing office hours and property URL

  Email Leads – Best Practices

  • Thank the sender for their interest in your property
  • Answer all questions with specifics about your property
  • Highlight any pricing specials and unique amenities
  • Reinforce what makes your property rise above the competition
  • Invite the sender to make an appointment and tour your property – include office hours
  • Set the expectation that you will call if you do not hear back from initial email or phone call follow-up
  • Include all contact information (address, phone, fax, email and custom Web address) in closing
  • Check spelling and grammar - make sure that every email is free of any errors
  • Avoid key “SPAM filter” characters and phrases: Free, Urgent, Offer, multiple exclamation points (!!!), CAPS, excessive links