GREETING!
USE THE 5 "S's" TO MAKE A POSITIVE FIRST IMPRESSION
When it comes to GREETING your prospect, SINCERITY is the key. Your tone
of voice should be warm and friendly as you give this VIP – this Very
Important Prospect - your full attention. Never let the prospect feel as
though he is an interruption! Use the 5 S’s of Greeting to insure a
positive first impression!
1. STOP . . . STOP WHAT YOU'RE DOING - As the prospect approaches your
office, make a quick environment check. How does the office look? How does
it feel? Any unusual odors? Stop talking, stop typing, stop laughing . . .
and prepare to give the rental prospect your 100% full attention. If there
are other "distractions" in the office such as an intense discussion
between two other staff members or between a Resident, try to move this
action to an inner office quickly. Make sure the prospect is entering a
pleasing environment.
2. SMILE . . . IT IS THE BEST FORM OF
NON-VERBAL COMMUNICATION - Nothing
says "WELCOME" like a big, warm smile. A smile says clearly that the
prospect is NOT an interruption. It also communicates that you are warm
and friendly and ready to help!
3. STAND . . . THIS SHOWS RESPECT AND
APPRECIATION - Even before the
prospect enters your office, pop up from your chair and out from behind
your desk to meet guest and potential Resident. Standing up shows respect
and attentiveness. Remaining in your chair will communicate disrespect and
indifference. When the prospect (or Resident!) enters the office, GET OFF
YOUR BUTT!
4. SHAKE . . . SHAKE THE PROSPECT'S HAND! - Remember, you are seeking to
create a RELATIONSHIP with the prospect, and people in RELATIONSHIPS
"touch." Take advantage of this powerful human "sense" , the sense of
touch, and offer your hand to every prospect. Even if you don't personally
feel comfortable shaking hands, it is an important part of business
etiquette. The prospect expects this business courtesy. Be sure the
handshake is firm and warm. Push your hand firmly into the prospect's hand
to avoid the "limp fish" or "crab pincher" handshake. Believe it or not,
your handshake makes a definite impression on many prospects. Make it a
positive first impression!
5. SALUTATION . . . YOUR WORDS OF GREETING
ARE IMPORTANT! - Make the first
words out of your mouth memorable. Avoid lackluster greetings such as "Can
I help you?" or "How are you?” Instead, put on a big smile and try a
greeting such as "Hi! Welcome to Phillip Court!"
To listen to the Audio portion of this training tip
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