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CRM Training - Who ya gonna call?

Thursday, September 28, 2017

To be quite honest, I have never fully understood a sales counselor’s lack of making calls. I do understand that it can be considered dull and even demoralizing at times when people we call can be unreceptive….if not downright rude. However, making calls to our leads is an integral part of a sales counselor’s job.  ...Read the rest...

Let’s talk – Have a conversation with your guests

Thursday, September 21, 2017

When you have friends over for dinner, hopefully you don’t have any difficulty establishing friendly conversation with them. You care about them, their families, their experiences, and you want to know more about them. A guest in our community should receive the same courtesy. We must show a genuine inquisitiveness for who they are and what their interests are. ...Read the rest...

Carefully Choose Your Words

Thursday, September 14, 2017

Words are important  ...Read the rest...

The Enriched Experience

Friday, September 08, 2017

Enrich the Experience through Customer Service Excellence ...Read the rest...

The Montage of Training

Friday, September 01, 2017

Many leaders struggle to identify and hire the right person to fill the position of a sales counselor. Frequently, I advise management to look for the character traits of an individual and then teach the skill set. Skill sets can be learned but characteristics - the ability to develop rapport, a heart of true concern, the ability to hear what is overtly expressed and inadvertently withheld; capability to authentically partner during decisions; adaptability; desire to learn - cannot be learned; they are inborn abilities. Therefore, assuming that management has hired an individual for their personal characteristics, what are the basics that we should teach them in order to equip them to assist older adults and their adult children during the decision-making process? ...Read the rest...

Presenting an Equity or Type E Agreement

Friday, August 25, 2017

In the past, prospects have either owned or rented real estate so an Equity agreement with its proprietary rights seems more familiar to a mature adult. Having some ownership in a property after an outlay of significant capital may be more comfortable to many consumers. ...Read the rest...

Presenting a Type D Agreement -Rental

Friday, August 18, 2017

In recent years, a significant number of rental communities have entered the arena of Life Plan Communities. The Rental Agreement has an attraction to the prospect who may want to “try on” a community or even a specific geographical area. The industry has witnessed tremendous growth of the rental option and its appeal has grown in the last few years. ...Read the rest...

Presenting a Type C Contract Fee-for-Service

Friday, August 11, 2017

The lower cost of a Fee-for-Service Agreement results in an immediate appeal to mature seniors; however, after visiting multiple communities during the decision-making journey, the prospects have probably been presented with the advantages of other types of contracts. An astute sales counselor must be able to promote your community’s Fee-for-Service Agreement and explain why it most effectively meets their needs and desires. ...Read the rest...

Presenting a Type B Agreement - Modified

Friday, August 04, 2017

When explaining the comparison of agreements to a prospect, it is helpful to be specific regarding the order in which you explain them. Type A and Type C Agreements should be presented first in order to provide greater clarity in presenting Type B which is actually a hybrid of A and C. ...Read the rest...

Presenting a Type A Agreement - LifeCare

Thursday, July 27, 2017

A sales counselor in a Life Plan Community or Continuing Care Retirement Community (CCRC) that offers a Type A Agreement should certainly be well-versed in the terms of their LifeCare Agreement. I suggest that even sales counselors whose communities do not offer an A-type agreement should understand the basic tenants of various agreements in order to be an effective counselor to prospects researching several communities, one of which might offer an A Agreement. For those unfamiliar with this particular product, let’s take a minute for a brief review. ...Read the rest...


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