Successful leasing consultants can turn prospect’s objections into golden sales opportunities. Here are key techniques that can bring great results.  

OPENING GAMBIT

Take these three steps for all objections, no matter what those objections are.

1) Welcome the objection

Objections are signs of interest and     indications of why prospects aren’t buying.  Respond positively.  You might say:

“I’m glad you brought that up.  It shows that you’re really a step ahead of time.”

2)  Rephrase the Objection

To make certain you understand the problem, restate the objection in your own words.  That enables you to clarify the real concerns.  You might say:

“Let me make sure I understand your problem.  Is it the lack of closet space or the interior size of the home that you feel is too small?”

3)  Agree, at Least in Part

Show empathy for prospects’ objections.  This builds rapport and shows that you’re on their wavelength.  You might say:

“I understand why you might feel that way.  Others who lived here also felt that way at first.”

TACKLING SPECIFIC OBJECTIONS

After using your opening techniques, specifically answer the objection.  Here are some key techniques you can pick and choose from to answer objections on price, features, and home locations.

When Price Is the Problem

- Point out other advantages that might offset a high price.  You might say:

“If you live here, will you have a shorter commute to work? Will you spend less on gas and tolls?”

-  Emphasize value rather than price.  You might say:

“We have a full customer service program, including 24-hr maintenance.  You can always find a cheaper price, but will you get a better value?”

-  Minimize the price by reinforcing the features that met the prospect’s need and by calculating the extra dollars on a per day basis.  You might say:

“This home has almost everything you’re looking for, including a southern exposure for your plants  and it’s only $1.50 a day more. Isn’t that worth it?”

-  Offer to throw in cash equivalents, like a pool pass, that will offset the higher rent.

When Features Are a Problem

-  Offer alternative solutions.  If a closet isn’t big enough, look for ways to use the space more effectively.  You might say:

“I agree that this closet may look small.  But, if we install a closet organizer, we can double the amount of space.”

-  Describe how a satisfied resident solved their problem. You might say:

“I understand that the carpet isn’t going to match your color scheme.  But I’ve seen so many people do wonderful things with area rugs.”

-  Treat problems boldly by pointing them out yourself and showing them in a new light.  You might say:

“A lot of forethought went into designing this apartment.  Most of the useable area is in the living room, where you spend most of your time.  The designers economized on space where it’s not as important, like the bedroom.”

When Location Is the Problem

-  Use the “boomerang: approach to reverse the objection by turning a negative into a positive selling point.  For instance, if a prospect wants a home near the school, you might say:

“I agree that location near the school is nice.  But, those locations tend to be noisy and you mentioned that peace and quiet is very important to you. .”