Leasing Training and Coaching

Online Targeted-Area Retraining

As an added service to complement your telephone and onsite apartment mystery shopping reports, EPMS, Ellis Partners now offers you the option of a complimentary, personalized online training module tailored to the areas of the shop where the leasing professional may have fallen short of your expectations. If your target goal for a particular area of the shop is missed, the leasing professional who was shopped will be directed to a web-based reinforcement training session tied specifically to that area for improvement.

As soon as the report is generated, links to each applicable target area for re-training will be directly accessible from the shopping report. The specialized training module includes written tips, video and audio samples as well as an element of “fun” designed to provide a memorable apartment leasing training experience. As management, you can use the mystery shopping report to view the current status of each training component recommended for that particular shop so you can verify the sessions were completed as directed.

This service is designed to be a fast and efficient way to attack common trouble areas within the sales process. While the program is not designed to replace basic sales training or your current processes for improving apartment leasing performance, targeted retraining is a time-saving way to redirect and reestablish techniques to accomplish the ultimate goal: selling your customer on living at your community.

Results-Based Custom Coaching

When situations arise that call for extra attention, you can call on Ellis Partners for a personal coaching session. In this two-part service, you and the apartment leasing professional who was shopped will receive a written report that addresses the leasing professional’s most recent “unacceptable” telephone or in-person shop. Then, the leasing professional will participate in a custom-planned coaching session via telephone with an experienced consultant in the multifamily housing industry.

Prior to the call, we conduct research designed to paint a fair picture and support our ability to connect with the leasing professional, thus facilitating their “buy in” to the leasing training and ensuring the optimum outcome. Previous apartment shopping reports, personal experience level, and feedback from the leasing professional’s supervisors are all taken into consideration when creating the coaching plan. This personalized training is designed to help both new and experienced employees in any onsite office position.

During the coaching call we will review previous written shop scores, look for patterns and frequently missed questions and listen to recorded calls together, asking the leasing professional to evaluate their own performance by highlighting their strengths and areas for improvement. We also ask probing questions to determine what they want to improve. This helps us to focus on additional problem areas not easily identified in the report’s results. Based on individual style and company-specific requirements, we will create a custom telephone script for the leasing professional that hits all the points needed to achieve a perfect score. During the coaching session we role-play this script and, at the end, we provide a copy they can use and
further personalize.

For more information on Ellis Partners apartment mystery shopping services and the Ellis Benchmark, please contact us.

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