The Power of the Call

Creating a Proactive Outbound Call Program

Economic Reality

Are they coming to us?

Our Current Climate

The Net Effect:Hunker DownHold OnDo Nothing

Bridging the Gap

Our customer is toughing it out every day in their home…

Let’s Bridge the Gap between

“I’m not ready yet” “I should have moved sooner”

What is your Flight Plan?

As your community adjusts sales strategies to fit the demands of current economic conditions, we must move forward with a more proactive approach. A dynamic outbound call program allows us the opportunity to continue building relationships with customers who have not moved forward in the process.

Charting the Course

Q: How are pilots compensated?A: Take off & Landing

Plan your Take Off Chart a Steady Course to Control

the Call Nail the Landing

Check your Instruments

It is important to plan for each individual call: Look up the customer in REPS:Previous notes regarding their situationWhen they last visited and/or calledWhat events have they been invited to recently but not attended?

Decide and define best approach for specific needs

Plan your Flight Path

Elements of Successful Outbound Calls: A strong opening – Take off!Power questions Power statementsSuccessfully close the call – Nail the Landing!

Always be closing for the next step or next opportunity to foster a future touch point

Set Your Target

Goal: Using the information available about the customer’s situation, decide on the goal for that specific call

Inspire to attend an event? Schedule an appointment? Permission to follow up again?

Learn from refusals – why no longer interested?

Take Off

An enthusiastic greeting sets the tone for the call. Warmth! Can they HEAR you SMILE?Firsts Impression – 6 secondsGet to the point quick - Sets the tone for the rest of the call

I’m calling about the information I sent. It wasn’t completely self-explanatory, and I’d like to discuss it personally with you for a few minutes.

It has been a while since we have spoken, and I have some great updates about Amazing Community I’d love to share!

Hi Mrs. Jones, this is xxx from Amazing Community. I was working through some of our new offerings, and thought of you.

Power Questions

As you prepare for each call, identify 2-3 powerful questions that you plan to ask the customer. These questions are what allow for conversation to begin What is your current situation? Has anything changed in your situation since we last had

the opportunity to catch up? How familiar are you with some of our latest offerings? What would motivate you to visit in the next few weeks? Last time we spoke you mentioned that you couldn’t

make a decision until after you husbands surgery – how are things for you both now?

Power Statements

Be prepared with information to share with the customer that might interest them, based on their situation:

We are hearing the feedback from people just like you and are excited to offer creative pricing/incentive/moving options that may allow more of you to make the move sooner!

We are now XX% sold out with no plans to build new homes in the next few years. I wanted to be sure you were aware so that you weren’t surprised that the home you are interested might not be available anymore.

Turning the Negative to Positive

S: People say that you are EXPENSIVE…A: That is surprising to hear because most folks that have done their research on all this lifestyle offers (with the financial predictability that life care provides) have indicated what a tremendous value we offer for the long run. I would be interested to hear what you think…tell me more…

Feel. Felt. Found.

S: I’m not ready yet…A: Does the ready part refer to the actual move or ready to make a plan…because so many people feel the same sense of apprehension until they have decided to do a bit of the research to find the best plan for their interests and lifestyle . They felt anxious without a plan in place, but found that putting a real date on the plan is what gives them greater peace of mind and certainty for their future .

The Landing

Always ask for the business or next step: Schedule a personal visit - let the

customer know “what’s in it for them” Get their personal questions answered Look more closely at how Amazing Community fits

financially into their future See apartment home lay outs that match their wants

and needs Learn more about programs and services that are in

place to help more people enjoy this lifestyle Learn more about activities that will be a part of this

fantastic lifestyle

Landing the Close

The “sale” may be permission to follow up again and check in on their researchOffer an event or engagement to keep them connectedProvide them with a time frame when you will call back to discuss their research and their plan because you want them to be all set for a life-giving optimistic future

Let’s Take Action!

There are risks and costs to a program of action. But they are far less than the long range risks and

costs of comfortable inaction.John F. Kennedy

Energy and Persistence

conquer all things

• Benjamin Franklin