Edge2Learn’s eLearning courses are property management specific and available for purchase & unlimited use.

COMPLIANCE

Accommodating Assistance Animals – If your community allows dogs and you have a resident who requires the use of a service dog, granting permission to keep the dog in the apartment seems like a no-brainer. But what about no-pet communities? Or breed restrictions? Or emotional support animals? In this course, you’ll walk through realistic resident scenarios, learn to apply the laws as stated by the Fair Housing Act, and determine which issues might require legal counsel. Approximately 20 minutes. Available in Spanish (S).

  • Accommodating Assistance Animals

Fair Housing – Feel empowered by knowing your fair housing obligations.  Gain an overview of laws that prohibit discrimination in the multi-family industry.  Familiarize yourself with definitions of protected classes for housing discrimination.  Understand prohibited acts and enforcement for violations. Each course is approximately 25-45 minutes. Available in Spanish (S).

  • Fair Housing Overview
  • Discriminatory Acts
  • Disability Status
  • Familial Status
  • Compliance Strategies

Fair Housing for Maintenance – Fair housing is an important consideration for multi-family housing.  You will develop a greater understanding of laws that prohibit discrimination in housing, understand which classes are protected from housing discrimination, explore prohibited acts, review potential liability and enforcement for violations, and explore strategies for compliance. 45 minutes.  Available in Spanish (S).

  • Fair Housing Overview

Sexual Harassment – Understand harassment in the workplace, the laws regarding harassment claims, types of harassment, unacceptable behaviors in the workplace and other legal considerations when dealing with harassment and discrimination.  Understand your responsibility to prevent harassment or discrimination.  For supervisors, review an additional module containing information about their responsibilities when addressing issues of harassment and managing claims that may arise. Each course is approximately 10-20 minutes. Available in Spanish (S).

  • Identifying Sexual Harassment
  • Understanding the EEOC and Employer Responsibility
  • Legal Considerations of Sexual Harassment
  • Responsibilities and Obligations

Sexual Harassment for Supervisors – Understand harassment in the workplace, the laws regarding harassment claims, types of harassment, unacceptable behaviors in the workplace and other legal considerations when dealing with harassment and discrimination.  Understand your responsibility to prevent harassment or discrimination.  For supervisors, review an additional module containing information about their responsibilities when addressing issues of harassment and managing claims that may arise. Each course is approximately 10-20 minutes. Available in Spanish (S).

  • Identifying Sexual Harassment
  • Understanding the EEOC and Employer Responsibility
  • Legal Considerations of Sexual Harassment
  • Responsibilities and Obligations
  • Sexual Harassment Considerations for Supervisors

Sexual Harassment – California – Understand harassment in the workplace, the laws regarding harassment claims, types of harassment, unacceptable behaviors in the workplace and other legal considerations when dealing with harassment and discrimination.  Understand your responsibility to prevent harassment or discrimination.  For supervisors, review an additional module containing information about their responsibilities when addressing issues of harassment and managing claims that may arise. Each course is approximately 10-20 minutes. Available in Spanish (S).

  • Identifying Sexual Harassment
  • Understanding the EEOC and Employer Responsibility
  • Legal Considerations of Sexual Harassment
  • Responsibilities and Obligations

Sexual Harassment for Supervisors – California – Understand harassment in the workplace, the laws regarding harassment claims, types of harassment, unacceptable behaviors in the workplace and other legal considerations when dealing with harassment and discrimination.  Understand your responsibility to prevent harassment or discrimination.  For supervisors, review an additional module containing information about their responsibilities when addressing issues of harassment and managing claims that may arise. Each course is approximately 10-20 minutes. Available in Spanish (S).

  • Identifying Sexual Harassment
  • Understanding the EEOC and Employer Responsibility
  • Legal Considerations of Sexual Harassment
  • Responsibilities and Obligations
  • Sexual Harassment Considerations for Supervisors

Understanding and Creating Budges – Just as airplanes don’t leave the ground without a flight plan, operating without a budget can lead to financial hazards in the multifamily industry. Learn why budgets are necessary, what information makes up a budget, how to decipher what a budget tells us, and how to create a basic budget for your community.  Each course is approximately 5-15 minutes.

  • Why Do I Need a Budget?
  • Reading a Budget
  • Creating a Budget

Work Place Diversity – Creating a workplace that honors and values diversity is vital to the success of your business. By being open to the differences of others, you begin to experience more opportunities for personal and professional growth. To understand diversity in the workplace, you must also understand the laws and regulations that shape policies and procedures.  Learn best practices for embracing a diverse workplace. Each course is approximately 20 minutes.  Available in Spanish (S).

  • Understanding Diversity
  • Diversity’s Impact on the Workplace
  • Legalities of Diversity

Work Place Diversity Supervisors – Creating a workplace that honors and values diversity is vital to the success of your business. By being open to the differences of others, you begin to experience more opportunities for personal and professional growth. To understand diversity in the workplace, you must also understand the laws and regulations that shape policies and procedures.  Learn best practices for embracing a diverse workplace. Each course is approximately 20 minutes.  Available in Spanish (S).

  • Understanding Diversity
  • Diversity’s Impact on the Workplace
  • Legalities of Diversity
  • Leading by Example

Workplace Harassment – Workplace harassment may take on many different forms.  Identify behaviors most commonly found in harassment complaints, review laws that have been enacted to protect employees, explore your responsibilities in reporting harassing behaviors. Develop an understanding of how harassment claims may be addressed in an organization. Each course is approximately 15-20 minutes.  Available in Spanish (S).

  • Identifying Harassment
  • Anti-Harassment Laws and Policies
  • Harassment Claims

Workplace Harassment for Supervisors – Workplace harassment may take on many different forms.  Identify behaviors most commonly found in harassment complaints, review laws that have been enacted to protect employees, explore your responsibilities in reporting harassing behaviors. Develop an understanding of how harassment claims may be addressed in an organization. Each course is approximately 15-20 minutes.  Available in Spanish (S).

  • Identifying Harassment
  • Anti-Harassment Laws and Policies
  • Harassment Claims
  • Supervisory Accountability

FUNDAMENTALS

Conflict Management – The ability to work well with others is vital to a successful career in the multifamily industry. When working with a team that consists of people from different backgrounds, skills, and experience, it is likely that some form of conflict will occur. In this series of courses, you will understand the potential impact of conflict in the workplace, explore common sources of conflict, identify the difference between conflict resolution and conflict management, explore methods for resolving and managing conflict, discover ways to turn conflict into positive growth, and learn how to prevent conflict by creating a low-conflict environment.  Each course is approximately 10-15 minutes. Available in Spanish (S).

  • Understanding Conflict
  • Conflict Management
  • Effective Conflict Resolution
  • Creating a Low-Conflict Environment

Conflict Management for Supervisors – The ability to work well with others is vital to a successful career in the multifamily industry. When working with a team that consists of people from different backgrounds, skills, and experience, it is likely that some form of conflict will occur. In this series of courses, you will understand the potential impact of conflict in the workplace, explore common sources of conflict, identify the difference between conflict resolution and conflict management, explore methods for resolving and managing conflict, discover ways to turn conflict into positive growth, and learn how to prevent conflict by creating a low-conflict environment. Supervisors will explore their role in creating a low-conflict environment and review best practices for mediating conflict. Each course is approximately 10-15 minutes. Available in Spanish (S).

  • Understanding Conflict
  • Conflict Management
  • Effective Conflict Resolution
  • Creating a Low-Conflict Environment
  • Conflict Management for Supervisors

Curb Appeal – Curb appeal refers to how appealing a home or property is from the perspective of a passerby who is standing ‘at the curb’. Any passerby may be a customer, either a resident of the community or a prospective resident. The appeal of your apartment community can be the deciding factor in whether you gain or keep a resident. Curb appeal includes thinking about how every aspect of your community will appear upon closer inspection. In this series, our game show host David will lead you through a series of curb appeal challenges to improve your curb appeal skills. Are you a Rookie, Pro, or Legend? The only way to find out is to play the game! Each course is approximately 3-8 minutes.  Available in Spanish (S).

  • Introduction
  • Landscaping
  • Building Exterior, Common Areas, Signage, and Lighting
  • Leasing Office
  • Amenities
  • Models and Mini-Models

Customer Service – Customer service is the key to leasing more units, retaining residents, and maintaining a positive reputation. Understand customer service and how to identify three types of customers you work with every day. Gain a better understanding of how to interact with customers throughout the resident’s lifecycle regardless of whether the interaction is occurring online, by telephone and/or in person. Take control and manage situations with challenging customers. Each course is approximately 15-20 minutes.

  • Defining Customer Service
  • Using Touchpoints
  • Online, Telephone & In-Person Customer Service
  • Managing Challenging Customers

Customer Service for Maintenance – Customer service is the key to leasing more units, retaining residents, and maintaining a positive reputation. Understand customer service and how to identify three types of customers you work with every day. Gain a better understanding of how to interact with customers throughout the resident’s lifecycle regardless of whether the interaction is occurring online, by telephone and/or in person. Take control and manage situations with challenging customers. Each course is approximately 15-20 minutes.

  • Defining Customer Service
  • Online, Telephone & In-Person Customer Service
  • Managing Challenging Customers

Cyber Security – Computer systems can be loaded with software and patches to detect or help prevent cyber-attacks, but cyber-savvy users are often the first line of defense. In this course, you’ll help the team members of Cyberpark Place, a fictional community, as they face everyday security challenges to email, setting passwords, online shopping, social media and using public Wi-Fi. Along the way, you’ll learn about a variety of cyber dangers, ways to avoid trouble by keeping devices and data locked down, and the potential effects of cybercrime.  Each course is approximately 8-9 minutes.

  • Lock It Down
  • Say Hi Safely
  • Be a Smart User

Dealing with Difficult Situations – Daily life in the multifamily industry involves frequent interaction with people in a multitude of situations. A great part of your success and happiness depends on your ability to effectively handle difficult situations that inevitably arise. As these situations arise, whether it is with residents or coworkers, it is important for you to understand how to navigate and resolve them. In this course, you will gain a better understanding of how to interact with residents and coworkers during difficult situations to improve resident satisfaction, customer loyalty and retention rates. Each course is approximately 12 minutes. Available in Spanish (S).

  • Understanding Difficult Situations
  • Dealing with Difficult Resident Situations
  • Resolving Difficult Resident Situations
  • Resolving Difficult Situations with a Coworker

Drug-Free Workplace – Drug and alcohol abuse and misuse is a serious problem and can occasionally extend into the workplace. Drug and alcohol abuse in the workplace has significant negative impacts. This course addresses the importance of a drug-free workplace. During this series, you will explore the impact of substance abuse, recognize the difference between acceptable use vs. abuse, discover indicators of substance abuse, examine a variety of types of drug testing, and review an employee’s role in ensuring a drug-free workplace. Each course is approximately 10-15 minutes.

  • Drug-Free Workplace
  • Drug Tests

Drug-Free Workplace for Supervisors – Drug and alcohol abuse and misuse is a serious problem and can occasionally extend into the workplace. Drug and alcohol abuse in the workplace has significant negative impacts. This course addresses the importance of a drug-free workplace. During this series, you will explore the impact of substance abuse, recognize the difference between acceptable use vs. abuse, discover indicators of substance abuse, examine a variety of types of drug testing, and review an employee’s role in ensuring a drug-free workplace. Supervisors will explore their role and responsibilities in supporting a drug-free workplace. Each course is approximately 10-15 minutes.

  • Drug-Free Workplace
  • Drug Tests
  • Drug-Free Workplace for Supervisors

Golf Cart Safety  – Golf carts and other similar light-duty vehicles are commonly used in apartment communities. Golf carts are convenient and fun. And because they are used for travel to short distances, safety considerations are often overlooked, increasing the potential for injury and liability issues. Through humorous scenarios, you will learn safe driving and parking skills and protocols, rooted in both OSHA and ANSI standards.  Each course is approximately 15 minutes. Available in Spanish (S).

  • Safe Driving
  • Safe Riding, Hauling and Maintenance

Ladder Safety – Falls from portable ladders are one of the leading causes of occupational fatalities and injuries. During this course, you will learn how to minimize the risk of injury with proper ladder selection, inspection, and use. You will also explore how to avoid various common mistakes of ladder use.  25 minutes. Available in Spanish (S).

  • Understanding Ladder Safety

Title

Leasing 101 – Explore all the ways leasing team members can use their knowledge and skills to connect with prospective residents, understand their needs, and offer solutions that support residents in making the best decision when selecting a place to call home. Each course is approximately 15-25 minutes.

  • Handling Inquiries by Email, Telephone, and Walk-In
  • Successful Tour of Apartment and Community
  • Closing/Inviting to Lease
  • Following Up After the Community Visit

Leasing 201 – Discover the advanced skills successful leasing consultants use to understand needs, customize the experience, and act as trusted advisors while responding to a variety of internet leads and telephone inquiries.  Each course is approximately 15-20 minutes.

  • Advanced Leasing Overview
  • Email Inquiry Responses
  • Telephone Inquiry Responses

Leasing 202 – Discover the advanced skills successful leasing consultants use for touring, closing and follow-up to include differentiating their community by skillfully reading customer cues, using trial closing techniques and reframing objections.  Each course is approximately 15-20 minutes.

  • Differentiating
  • Customer Cues, Trial Closing, Objections
  • Closing, Following-Up, and Secrets to Success

Marketing – Learn how to apply tailored multifamily industry marketing practices to help you attract, convert, and retain customers to meet occupancy goals. Each course is approximately 10-25 minutes.

  • Customer Centric Marketing
  • Attract More Customers Online with Best Practices
  • Increase Leasing Results
  • Resident Retention and Customer Loyalty

Mold Awareness – Developed in partnership with the Atlanta Apartment Association, the Mold Awareness course is designed to give you an understanding of the current issues surrounding mold and to provide the necessary steps for remediation. 60 minutes.

  • Mold Awareness

Preventive Maintenance – Preventive maintenance takes a proactive approach to maintaining the physical condition of buildings, landscaping and equipment. At first glance, preventive maintenance may sound costly and time-consuming, but the payoffs can be huge for a well-implemented program. Learn about the benefits, how to tailor a program for your community, create a master task list and schedule, and get the entire team onboard. Each course is approximately 5-10 minutes. Available in Spanish (S).

  • Benefits of Preventive Maintenance
  • Crafting a Custom Plan
  • Teamwork, Scheduling and Tips

Social Media Reputation Managment – Most people begin an apartment search online and form their opinions based on what is posted in social media and through reviews. This series of courses will help you understand why it’s important to have a strong online reputation, learn ways to prioritize and proactively monitor and manage your online reputation, respond to negative posts and build your reputation by cultivating brand advocates. Each course is approximately 5-15 minutes.

  • Why Does Reputation Management Matter?
  • Monitoring and Managing Your Online Reputation
  • Responding to Negative Posts
  • Making the Most of Brand Advocates

2018 eLEARNING COURSES IN DEVELOPMENT

2018 Courses in Development

Available in Spanish (S)

  • Leadership 101 & 102 (Electives)
  • Leasing Workshops
  • Renewals
  • Risk Management (S) (Elective)

WEBINARS

Customer Experience 

  • Creating a Customer Journey Map
  • Creating a Positive Company Culture
  • Creating Sticky Customer Communications
  • Customer Experience and Resident Retention
  • Defining and Delivering a Great Customer Experience
  • Developing a Customer Experience Audit
  • Developing a Great Customer Experience: Part 1
  • Developing a Great Customer Experience: Part 2
  • Difficult Residents Strike Again
  • Don’t Get Dumped This Holiday Season!
  • Great Customer Experience in a Digital World
  • How Do I Handle Unhappy Residents?
  • How to Develop a Great Customer Experience
  • How to Reward Your Residents
  • Identifying Your Prospect Personas
  • It’s All About the Customer Experience
  • Making a Great Impression Through the Customer Experience
  • Stop Yelling at Me! What to Do When Your Residents and Customers Are Not Happy
  • The Art of Resident Retention
  • Turning around a negative experience
  • Who is Your Ideal Audience and Are You Marketing to Them?

Ratings & Reviews

  • An Introduction to Ratings and Reviews
  • Create a 90-day Reputation Management Plan
  • Crisis Management
  • How to Ask for Reviews, Encourage Engagement, and Improve Your Score
  • How to Encourage Reviews and Receive Feedback
  • How to Make Your Reviews Work for You
  • How to Respond to Apartment Reviews: An In-Depth Lesson
  • How Your Competitors Are Using Your Apartment Reviews
  • Improving the Score of Your Online Reputation
  • Multifamily Industry Panel: Who Should Respond to Apartment Reviews?
  • The Best Way to Manage Your Online Reputation
  • The Dark Side of Reputation Management
  • We Got an Apartment Review. Now What? (Session 1)
  • We Got an Apartment Review. Now What? (Session 2)
  • What Ratings and Reviews Really Tell You
  • Why You Should Care About Apartment Reviews

Sales Training

  • Create a Thoughtful Sales Strategy
  • Creating Interest over the Phone and Email
  • Ditch the Pitch and Create Real Value
  • FAIR Leasing…FRIENDLY Leasing: Fair Housing Friendly Leasing!
  • Follow-Up: The Secret to Success
  • Get the Phone: Telephone Techniques that Work
  • How and When to Follow Up
  • How to Be a Good Listener
  • How to Capture Renewals
  • How to Create an Internet Lead Response Strategy
  • How to Create the Ultimate First Impression
  • How to Effectively Communicate with Your Boss
  • How to Follow up: Marketing and Regional Teams
  • How to Follow up: Site Teams
  • How to Keep Up During Leasing Season
  • How to Overcome the Cookie Cutter Problem
  • How to Overcome Tough Objections
  • Leasing 10 in 30
  • Listen. Then sell. Create a Winning Sales Strategy
  • Marketing & Communicating with Different Generations
  • Move Over Millennials, Here Comes Gen Z
  • Overcoming Community Weaknesses
  • Overcoming Objections
  • Overcoming Uncontrollable Community Weaknesses
  • Providing Value
  • Selling & Communicating with Different Generations
  • Telephone Magic
  • The Art of Follow Up
  • The Art of Persuasion and Motivation
  • The Essence of True Leadership
  • Write Better Emails and Get the Lease

Social Media Marketing 

  • Context vs Content – How to Drive Results with Social Media Marketing
  • Crisis Management: What to Do When You Make a Social Media Mistake
  • Getting up After You’ve Been Knocked Down
  • How to Create Social Media and Reputation Management Campaigns That Work
  • How to Deal with Trolls
  • How to Report Your Social Media ROI to the Executive Team
  • How to Use Email in Apartment Marketing
  • How to Utilize Your Advocates
  • Identifying & Utilizing Brand Advocates
  • Managing Negative Feedback and Online Trolls
  • Managing Social Media Marketing Burnout
  • Social Media and Resident Engagement Planning
  • Social Media: Exposure? Or Liability?
  • Social Media: You’re Doing it Wrong
  • Using Customer Feedback to Build Effective Social Media Strategies
  • What Residents and Prospects Want to See From You on Social Media
  • Why You Shouldn’t Be Ignoring Social Media

ELECTIVES

Bed Bugs Awareness – The goal of this training is to provide an overview of bed bugs and their impact on the multifamily industry. It is intended to provide you with the skills necessary to identify, eliminate, and prevent bed bugs in your community. 90 minutes.

  • Bed Bug Awareness

Safety – Reducing Risks and Improving Results by Learning to Work Safely Provide your employees with the skills to reduce workplace accidents and injuries, ultimately reducing worker’s comp claims. Each course is approximately 15-25 minutes. Available in Spanish (S)

  • Applying Electrical Standards
  • Asbestos Awareness
  • Bloodborne Pathogens (S)
  • Fire Prevention
  • Hand & Power Tool Safety (S)
  • Hazard Communication (S)
  • Heat Stress (S)
  • Human Element
  • Lead Poisoning Awareness
  • Lockout Tagout (S)
  • OSHA 300 Recordkeeping Requirements
  • Pandemic In­fluenza
  • Personal Protective Equipment (PPE) 10-Course Series (S)
    • Introduction (S)
    • Head Protection (S)
    • Eye and Face Protection (S)
    • Hand and Arm Protection (S)
    • Body Protection (S)
    • Foot Protection (S)
    • Hearing Conservation (S)
    • Respiratory Protection (S)
    • Electrical Protective Devices (S)
    • Level of Protection and Protective Gear
  • Preventing Back Injury
  • Preventing Slips, Trips & Falls
  • Safety and You – Supervisors
  • Safety Orientation

Low Income Housing Tax Credit (LIHTC) Available in 18 Full Courses or 80 Microgram Courses)

Full Courses

  • LIHTC Program Introduction
  • LIHTC Acronyms, Definitions, and Resources
  • LIHTC Prepare for Audit
  • LIHTC Application & Verification Process
  • LIHTC Household Composition
  • LIHTC Income Overview
  • LIHTC Employment Income
  • LIHTC Self-Employment Income
  • LIHTC Social Security and TANF Income
  • LIHTC Child Support Income
  • LIHTC Unemployment and Workers Comp Income
  • LIHTC Student Financial Assistance Income
  • LIHTC Military Pay Income
  • LIHTC Assets Overview
  • LIHTC Cash, Banking and Retirement
  • LIHTC Real Estate
  • LIHTC Full-time Students
  • LIHTC Assessment

Microgram Courses

  • LIHTC Program Introduction
    • Introduction
    • History of the Program
    • Major Players
    • Governing Documents
    • Six Key Management Requirements
    • Three Critical Time Periods
  • LIHTC Acronyms, Definitions, and Resources
  • Prepare for Audit
    • Introduction
    • Before Audit
    • Day of Audit
    • After Audit
    • Conclusion
  • Application and Verification Process
    • Introduction
    • Complete Forms
    • The Application
    • Verification Process
    • Conclusion
  • Household Composition
    • Introduction
    • Maximum Income
    • Application and TIC
    • Who is Included
    • Who is Excluded
    • Changes After M/I
    • Conclusion
  • Income Overview
    • Introduction
    • Definitions
    • Include and Exclude
    • Calculating
    • Conclusion
  • Employment Income
    • Introduction
    • Application and Questionnaire
    • Verifying
    • Calculating
    • Conclusion
  • Self-Employment Income
    • Introduction
    • Application and Questionnaire
    • Verifying
    • Calculating
    • Conclusion
  • Social Security and TANF Income
    • Introduction
    • Application and Questionnaire
    • Verifying
    • Calculating
    • Conclusion
  • Child Support Income
    • Introduction
    • Application and Questionnaire
    • Verifying
    • Calculating
    • Conclusion
  • Unemployment and Workers Comp Income
    • Introduction
    • Application and Questionnaire
    • Verifying
    • Calculating
    • Conclusion
  • Student Financial Assistance Income
    • Introduction
    • Application and Questionnaire
    • Verifying
    • Calculating
    • Conclusion
  • Military Pay Income
    • Introduction
    • Application and Questionnaire
    • Verifying
    • Calculating
    • Conclusion
  • Assets Overview
    • Introduction
    • Calculating and $5,000 Rule
    • Conclusion
  • Cash, Banking, and Retirement
    • Introduction
    • Application and Questionnaire
    • Verifying
    • Calculating
    • Conclusion
  • Real Estate
    • Introduction
    • Application and Questionnaire
    • Verifying and Calculating
    • Conclusion
  • Full-time Students
    • Introduction
    • Full-time Students Rule
    • Exception to Rule
    • Conclusion

PERFORMANCE BASED TRAINING

Mystery Shop Micro-Bite Training Modules

Closing Skills (1 – 2 minutes per module)

  • Asking for the Deposit (Podcast)
  • Buying Signals (Video)
  • Tips: Asking for a Deposit (Interactive)
  • Tips: The Bottom Line (Video)

Compliance (1 – 2 minutes per module)

  • Fair Housing: Discriminatory Acts (Video)
  • Fair Housing Disability Status Companion Animal (Video)
  • Fair Housing Disability Status Discrimination (Video)
  • Fair Housing Enforcement & Liability – Reasonable Accommodation (Video)
  • Fair Housing Enforcement & Liability – Accessibility (Video)
  • Sexual Harassment – The Office Boys Club (Video)
  • Sexual Harassment – Social Media Blunders (Video)
  • Sexual Harassment – Flirty Resident (Video)
  • Sexual Harassment – On Second Thought (Video)

Curb Appeal (1 – 2 minutes per module)

  • Maintenance Professionals Do’s & Don’ts (Infographic)

Customer Experience (6 minutes)

  • The Customer Experience

Greeting Skills (1 – 2 minutes per module)

  • Tips: 3 Keys to Creating a Powerful First Impression (Infographic)
  • Tips: Walk-in Inquiries (Infographic)
  • Tips: Walk-in Inquiries (Interactive)

Identifying Needs Skills (1 – 2 minutes per module)

  • Tips: Determining Needs (Interactive)

Leasing Essential Skills (6 minutes per module)

  • Essential Skills: Telephone
  • Essential Skills: Greetings
  • Essential Skills: Identifying Needs
  • Essential Skills: Demonstrating
  • Essential Skills: Closing
  • Essential Skills: Follow-up

Responding to Internet Leads (1 – 2 minutes per module)

  • Tips: Email Inquiries (Infographic)
  • Tips: Email Inquiries (Interactive)

Selling Skills (1 – 2 minutes per module)

  • Tips: Feature/Benefits Selling (Infographic)
  • Tips: Overcome Objections (Infographic)
  • Tips: Selling the Community (Interactive)
  • Tips: The Perfect Apartment Home (Infographic)

Telephone Skills (1 – 2 minutes per module)

  • 6 Leasing Pitfalls (Infographic)
  • Tips: Getting a Phone Number (Video)
  • Tips: Setting an Appointment by Telephone (Video)
  • Tips: Telephone Inquiries (Infographic)
  • Tips: Telephone Inquiries (Interactive)

2018 PERFORMANCE-BASED MODULES IN DEVELOPMENT

Resident Survey Micro-Bite Training Modules

Prospect Survey

  • Lead Conversion: Connection, Solutions, and Value
  • Persuading the Customer to Call Your Community “Home”
  • Relating the Apartment to the Needs/Interests of the Prospect

Move-In Survey

  • Delivering Exceptional Customer Service Through Professionalism, Presentation, and Engagement
  • Outstanding Move-in Experience

Maintenance Survey

  • Professional and Responsive Maintenance Service

Pre-Renewal Survey

  • Conveying Value in the Eyes of the Resident
  • Creating Loyal Customers: Would the Prospect Recommend Your Community to Family and Friends?
  • Reinforcing Value Pre-Renewal

Move-Out Survey

  • Enduring Loyalty After Move-out