Creating a Proactive Outbound Call Program

Are they coming to us?

The Net Effect: Hunker Down Hold On Do Nothing

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”

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.

Q:How are pilots compensated? A:Take off & Landing Plan your Take Off Chart a Steady Course to Control the Call Nail the Landing

It is important to plan for each individual call: Look up the customer in REPS: Previous notes regarding their situation When they last visited and/or called What events have they been invited to recently but not attended? Decide and define best approach for specific needs

Elements of Successful Outbound Calls: A strong opening – Take off! Power questions Power statements Successfully close the call – Nail the Landing! Always be closing for the next step or next opportunity to foster a future touch point

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?

An enthusiastic greeting sets the tone for the call. Warmth! Can they HEAR you SMILE? Firsts Impression – 6 seconds Get 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.

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?

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.

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…

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.

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

The “sale” may be permission to follow up again and check in on their research Offer an event or engagement to keep them connected Provide 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

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