Objections And Have Fun! ©
By Patty Morgan-Seager
we talk or think about handling objections in the leasing process, why
do we automatically associate the word overcome with the word
objection? Just for fun, start your next leasing meeting with your
leasing team by asking each person to write down the word overcome.
Now, have each person write down the first five to eight words
that come to mind when they hear or see the word overcome.
Take a few minutes and ask each team member to share one or two
words on their list. What kinds of words have surfaced as a result of
this brief exercise?
Win, lose, conquer, fight, war, battle, harm, are just a few
examples of the types of words you will find your leasing team has
Now ask yourself this question, “Are these the types of words
I want my leasing teams to associate with their thought process when
it comes to handling objections in the leasing process?
Of course not!
You want your teams focused on the win-win or problem-solving
approach when faced with objections from future residents.
So…from now on, instruct your leasing teams to replace the
word overcome with the words anticipate/resolve. This will encourage
your teams to focus on resolving rather than overcoming objections. In
this article, I will share with you a nine-step process to
anticipate/resolve objections in the leasing cycle, and have fun at
the same time!
Seek To Identify All Possible Objections.
with your entire leasing team and ask everyone on the team for the top
ten objections they get/hear most often.
Create a fun, team building environment that will encourage
your leasing teams to be open and honest when stating their
In addition, explain to your leasing teams that sharing
objections which are specific to their community will prove to be a
very beneficial, and an eye-opening exercise for the entire leasing
Write These Objections Down.
As your leasing teams share their specific
objections, be certain that each of these objections is written down
and visible to your entire team. This process sends a powerful message
to each person that every objection counts. It will also show your
leasing teams that often their objections will also be the same
objection given by other members on their leasing team.
Script Objection Responses/Answers For Each Objection That
Is Written Down.
for feedback from each team member, and assign a specific person to
record the various responses as they are given. Encourage each of your
leasing team members to share their current response/answer with their
Sales Tools That
Support Each Response.
letters from existing residents, comparison charts (that compare your
amenities, value-added resident services, and rental rates with those
of your competitors), an article that has appeared in print about your
community or management company, etc., will add credibility and
confidence for your leasing team.
Rehearse Your Newly Created Scripts.
successfully crafting a response for each objection, schedule several
fun role-playing sessions with your leasing teams, so each person is
familiar with each scripted response. Continue practicing with your
teams until the customized scripts feel and sound natural.
Try The Responses Out.
Have your leasing teams use their new custom
designed responses with other team members, family, friends, and real
prospects. Instruct your leasing teams to ask each person they
practice with for truthful input and make the suggested changes.
Tweak The Responses.
time you role-play with your leasing teams, you will hear and
implement changes to these objection
Make the changes and continue practicing. Suggest to your
leasing teams they discuss with each other how effective their
objection responses are being received, when they return to your
leasing center after each apartment tour.
Be certain to encourage your leasing teams to write down
suggested changes to their objection responses as they arise.
A Master Notebook.
each person on your leasing teams his or her own personal copy of the
written objections with the suggested responses. If your company
already has a property notebook or product knowledge binder, simply
add an additional tab or section titled “Resolving Objections”.
Added bonus! When you hire a new person for your leasing teams, he or
she has a valuable leasing tool to assist him or her in their closing
to meet often with your leasing teams, and discuss any changes or
revisions that need to be made to their newly scripted objections.
This is a very important step in the nine-step process for handling
objections as this will keep their objections and responses current
Be certain that each leasing team keeps their notebook updated
with the most recent objection response revisions.
following this nine-step process, you will give your leasing teams the
ability to anticipate/resolve objections.
It just requires preparation and practice, a little time and
the creativity to make it happen. Try it! It’s FUN, and you will be
amazed at the positive effect on your leasing team’s ability to
resolve their objections and close more leases with much more ease and
a higher level of confidence.
to hear more about this important objection-solving topic? Send an
E-mail to firstname.lastname@example.org
or fax a note to (614) 761-8587.
Patty Morgan-Seager, president of Patty Morgan-Seager and
Associates, Inc. is a national speaker and consultant who designs
custom training programs for the multi-housing industry and other
sales and servicing organizations.
She is former national sales trainer and regional director for
a national publishing company and is known for her genuine enthusiasm,
professionalism and unique ability to motivate her clients to their
Patty can be reached at (614) 761-2567 or by E-mail at