PRESENTATION
TIPS
--General
Tips
Remarks
by Scott MacLean
When
you first arrive at your community every day, take
a "walk-thru"
of the building to make sure that is shows well.
Try to put yourself in the customers' shoes and ask what they
would think of what they see. Be
sure to turn lights on in the model units.
Everything shows better under bright lights.
Adapt
your style to fit your customer's personality.
If your customer seems to have a "matter of fact"
kind of personality, respond to that person with very direct answers.
If the person is jovial, you should "ham it up" and
laugh with him/her. If
the person seems to be “feelings-oriented”, focus your comments on
how things related to one’s emotions, such as the warmth of the
decorating style, the caring demonstrated by the staff, etc.
Review
the reservation process several times during the presentation.
Step 1,2,3….. Remember
your ultimate goal is to get a deposit.
What
makes you different from the other guys?
The customer must go away with a clear sense of what
makes us special, unique, and the best choice.
If
your
community is not the best choice for them, tell them that. It will be
noted and appreciated.
Use “Feel/felt/ found”
to overcome objections. For
example, say something like “I understand how you would feel a bit
apprehensive about moving….others have felt the same way……however,
they found that once they got settled in and began enjoying the
worry-free lifestyle, they wished they had come years earlier.”
Tell
mini-success stories. People
buy on emotions. Make your
point by relating a story of how another resident experienced similar
challenges or questions and how they overcame it.
For
example, “GreenTree had a woman living there who had terminal cancer.
Through the use of Hospice Care she was able to remain
comfortable in her apartment "home" up until just three days
prior to her passing. Can you imaging how happy the family was that she
was able to remain among friends and family during her
demise?"
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