The Leasing & Marketing Manual covers the entire sales and marketing process. This policy manual shows your team how to advertise, lease, and renew your community. Your team will have the guidance to maintain occupancy consistently while staying in compliance. Put your best sales foot forward with clear standards and guidelines.
- Addressing Customer Concerns
- Advertising
- Amenity Space Rental
- Application Approval Process
- Application Fraud
- Application Process
- Authorization to Enter
- Availability Reporting
- Cancellations
- Collateral Materials
- Community Information File
- Community Newsletter
- Community Transfer
- Conducting a Live Virtual Tour
- Conversations with Residents – Documentation
- Corporate Apartments
- Crime – Documentation and Questions About Safety
- Customer Relations
- Early Termination of Lease
- Email and Text Messaging Etiquette
- Furniture Rental
- Greeting the Customer
- Guarantor Application
- Guest Card
- Guest Suites
- Housing Discrimination Complaints
- Identification Requirement
- Internet Traffic
- Lease Expiration Management
- Lease File Cabinet Setup
- Lease File Setup
- Lease Name Changes
- Leasing Portfolio
- Locator/Broker Lease Referrals
- Market Survey
- Marketing Notebook
- Move-In Process
- Nondiscriminatory Practices
- Notice to Vacate
- Office Apparel and Appearance
- Office Preparation
- Outreach Marketing Program
- Pet Acceptance
- Pre–Move-Out Inspections
- Privacy
- Product Preparation – Models and Show Apartments
- Releasing Resident Information
- Renewal Process
- Rental Criteria
- Rental Incentives, Concessions, and Specials
- Reputation Management
- Resident Events
- Resident Referral Program
- Revenue Management Software – Quoting Rates
- Roommate Changes
- Safety While Touring
- Self-Guided Tours
- Service Request – Office Team Members
- Shopping Report
- Signage
- Sister Community Transfer
- Tablets for Leasing
- Telephone Etiquette
- Telephone Traffic
- Touring the Community and Apartment
- Tours with Industry Professionals
- Tours with Investors and Owners
- Use of Golf Carts
- Violence Against Women Act (VAWA)
- Virtual Leasing Technology
- Wait List
- Welcome Letter