2. National Apartment Association Education Institute Leasing and the Internet 1

3. Course Objectives Recognize the various functions of the Internet Describe the demographic characteristics of a prospective Internet resident Effectively track the source of an Internet lead as well as how to record an Internet lead Improve online advertising and the quality of a community’s online message 2

4. Course Objectives Utilize the Internet while working with a prospective resident on the telephone Close leasing leads using the Internet Learn how Fair Housing laws affect electronic leasing List ways to effectively utilize e-mail for communication with prospective and current residents Access Web sites designed for the Leasing Professional 3

5. Facts about the Internet? 4

6. Top 3 Resources for Researching Apartments 49% Internet 14% Referral (Friend, co-worker or family) 12% Print Publication 25% other J. Turner Research 5

7. The Internet Prospect 88% of apartment residents prefer to look for an apartment and complete an application online prior to visiting a community. National Multihousing Council 6

8. Multi-Generational Renters 1.Millineums 2.GenerationX 3.Baby Boomers 4.Immigrants 7

9. Guest Card

10. Leasing Tools 9

11. 10

12. Property Report This is the number of times your community met the prospective resident’s search criteria such as price, amenities, etc. Since your ad generally has several pages, this number indicates that a large number of individuals not only saw your ad, but looked at it in depth. This number represents the TOTAL number of leads you received at your office from your online advertisement. Most online apartment publications provide your community with a toll free number for prospective residents. This number represents the number of calls you received on that toll free number. Requests for additional information are generally sent via fax or e-mail This represents the total number of e-mails and faxes you received for the month. 11

13. Maximizing Online Advertising Update online ads: To respond to shifts in the market To meet the community’s needs At least weekly or whenever a change occurs 12

14. Promoting the Web address www.apartment.com/yourcommunityname www.apartmentguide.com/yourcommunityname/phonenumber www.yourcommunityname.com 13

15. Promoting your Web address Print Material Voice Mail Telephone Listings Newspaper Liner Ads 14

16. Telephone Prospects and the Internet 1.Use the Internet to close 2.Direct the prospect to your Web site 3.Demonstrate the apartment over the telephone 4.Provide additional Web sites to assist in their move 15

17. Responding to Internet Leads Many Internet leads you receive are still online An Internet lead will arrive minutes after the prospect toured the community online Respond to Internet leads immediately Internet leads are knowledgeable about your community Internet leads that visit your community are highly qualified Mastering the use of e-mail sales is critical to leasing to the Internet prospective resident Have marketing collateral in PDF format 16

18. Electronic Leasing Due to technology, a prospect can: Access availability information View and decide on a floor plan Complete an application Pay fees electronically Once approved the unit is removed from inventory 17

19. Electronic Leasing and Fair Housing Every inquiry received electronically must be handled in a consistent manner. The Leasing Professional should always follow specific written policies for: Response time Response content-prepared message Follow-up – when, how Response method – phone, e-mail, fax 18

20. E-mail Etiquette 1.Use Spell check 2.Consult with a co-worker 3.Include the original e-mail when using “reply” 4.Create standard messages for recurring occasions 5.Send prospects your electronic newsletter 19

21. E-mail and Do-Not-Spam Regulations Identification as advertisement “Opt-Out” language Valid return e-mail address The e-mail must NOT include “materially false identification” 20

22. Addressing E-mail To Carbon Copy (CC) Blind Copy (BCC) Subject Tools The Message E-mail signatures 21

23. E-mail Activity To: CC: Subject: Message:

24. Web sites of Interest to Multifamily Professionals 23

25. What will you be able to utilize from today’s session when you return to you community? 24

26. Leasing and the Internet 25