Market Knowledge - ANSWER: Demographic & product info about your apartment
community
Product Knowledge - ANSWER: thorough understanding of all the products &
services available in your own community, apartment homes, amenities, surround
neighborhoods and that of your area's competitors
Resident Profile - ANSWER: Specific info that describes the apartment community's
typical residents & their wants/needs/qualifying characteristics
Align your personal goals with... - ANSWER: the goals of the community/owner
Always Keep Lines of... - ANSWER: Communication clear & open
Network... - ANSWER: outside your team
lead generation system - ANSWER: -property management software
-tracks online inquiries from prospective residents about community
automated revenue management - ANSWER: use centralized databases of info to
help forecast supply & demand
When emailing residents... - ANSWER: -be clear & concise
-check your spelling & grammar
-use friendly writing styles
-follow fair housing & other laws
Silo mentality - ANSWER: -us vs. them
-certain groups are reluctant to share info w/ others
-harbor hostility towared othergroups w/in the same company
, Steps to decrease the silo mentality - ANSWER: -share a unified vision
-share responsibilites
-allow more ppl to have a voice
What are some ways you can recognize the service work of your maintenance team
members? - ANSWER: -feedback
-acknowledgement to work contributions
Net Promoter Score - ANSWER: % of promoters (satisfied customers who would rate
you a 9 or 10)
-
% of Detractors (customers who would rate you a 6 or less)
=
Net Promoters
ABC means... - ANSWER: Always be closing
Preventative Maintenance - ANSWER: always cheaper option than waiting for a small
problem to turn into a large expense
High-quality maintenance service - ANSWER: success of renewals
aesthetic value - ANSWER: maintenance that improves your property so that it will
be more desirable
Marketing Objectives - ANSWER: -identify specific goals
-define metrics used to measure if goals are achieved
-answer the "What?"
Marketing Strategies - ANSWER: -identify steps to achieve marketing objective
-answer the "How"?
Market Segmentation - ANSWER: -describes how target market is reduced to
smaller, defined sub-markets
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