Frequently Asked Questions(Q) Do we take Section 8 or HUD vouchers for rental payments?
(A) Do we collect rental payments from people who only rent? The answer is typically "NO". Confirm that they are in fact receiving housing payment assistance. Then, ask if they plan on staying on housing assistance for a short time frame or long time frame. This is your opportunity to take a renter who is receiving assistance in making their housing payment and convert them into a future program participant. The verbiage and/or content from call purpose can be used here.
(Q) Can we show candidates one of our listed properties? A caller indicates they really like one of the properties they saw online and want to go see it.
(A) To the caller ----the answer is "yes". "We'd love to show you that property".
We have a strict policy on showing properties to program participants only. That means that we have to convert the caller into a program participant before the option to look at a property is actually available. But, you don't want to communicate that to the caller and lose the lead. Instead, use their desire to see a particular property as motivation to get them to the workshop. The workshop is the next natural step in the process of getting to see that home that they are interested in.
This is one of several motivating factors that a prospect will have. Build a list of reasons why they have to participate in a workshop and make sure this reason is at the top.
(Q) Caller likes a particular property and wants to move quickly. Perhaps their lease is about to end and they have to move within a short time frame. What can we do?
(A) The motivating factor here is "move quickly". Just because they want to move quickly doesn't actually mean that the speed at which we can help them will be any quicker. However, we do not want to let them know that. Instead, use their desire to move quickly to get them to the next workshop.
This is one of several motivating factors that a prospect will have. Build a list of reasons why they have to participate in a workshop and make sure this reason is at the top.
(Q) What do we do when the caller is distracted and not giving us their undivided attention? The caller is saying that they are interested in what we have to say but is having multiple conversations with people around them and is not giving us their full attention.
(A) Don't be afraid to let them go. Politely let them know that you have other callers and would kindly appreciate their full attention. Ask them if they would like to schedule a callback for another time, or take a moment to step away from their surroundings to focus on the call.
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