training · we offer educational courses adaptable to individual needs, present-ed in interesting,...

C O U R S E C ATA L O G 2 0 0 9

Training on Demand ®

L E A S I N G & S A L E S 2

C O M P L I A N C E 5

P R E V E N T I O N O FS E X UA L H A R A S S M E N T 6

RISK MANAGEMENT 7

CUSTOMER SERVICE 7

LEADERSHIP SERIES 8

PEOPLE SKILLS 9

technologies, your employees canreceive the full benefit of continuingeducation without expensive travel,time away from the community orscheduling hassles.

Industry-Leading Education forMultifamily ProfessionalsHow much are you spending to makeyour phone ring every day? Improve thetelephone performance of your leasingprofessionals. Our wide range of pro-grams are designed to empower youremployees with the skills and knowl-edge they need to be successful:

Conflict resolution

Supervisory-level management

Risk management

Time management

Legal compliance courses,including Fair Housing, Diversity,Prevention of Sexual Harassment

Program Summary According to the most recent industryreport card from CallSource, leasingprofessionals:

Know the name of only 62percent of their callers.

Don’t build value when talkingabout price on 68 percent of calls.

Know the needs and preferencesof less than half their callers.

Discuss the benefits of theircommunities and homes on6 percent of calls.

Set appointments with only17 percent of qualified callers.

CallSource Distance LearningCallSource provides the most compre-hensive and affordable distance learn-ing to the multifamily industry, alongwith the convenience of desktopaccess. We offer educational coursesadaptable to individual needs, present-ed in interesting, memorable formats.

Our popular online, instructor-led andself-paced courses are developed bynationally-recognized multifamilytraining experts. CallSource distancelearning programs provide the samehigh-quality, in-classroom learning.

Instructor-led distance learning is con-ducted in English, and available, byrequest, in Spanish. Sessions are con-ducted as a conference call within avirtual classroom. Each participant isgiven a toll-free phone number andaccess code to dial into the class. Eachclass features an expert presenter, lastssixty minutes and delivers current, crit-ical information in a live, personal andinteractive format. In addition, the vir-tual classroom is accessed anywhereand is an excellent venue to introducenew technology.

Self-paced classes are available 24/7 inboth English and Spanish, and include:

A consistent message

Simulations of software, equipment and situations

Supervisor overview and individual transcript

Professionally-produced content isinteractive and presented in an engag-ing, storytelling format.

Through CallSource distance learning

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Our courses deliver lasting success.With CallSource’s TelephonePerformance Analysis (TPA), callsare monitored and evaluated. If skillgaps are detected, the TelephonePerformance Suite is recommendedto bring the leasing professional totop performance:

_______________________________________1. Connecting with Your CallersEach call is a potential sales oppor-tunity. Within the first 30 seconds,you’ve established an indelibleimpression in the mind of yourcaller. Don’t lose the chance toclose the deal.

SY L L A B U S How to prepare for and

focus on every call. Why first impressions so

important and how to makethem memorable.

Build rapport with every customer.

Uncover your caller’s needs and preferences.

Enhance listening skills andincrease sales opportunities.

Uncover key elements in thequalifying process and gettingthe information you need to successfully serve every caller.

_______________________________________2. Selling the BenefitsThis class teaches the emotion andthought processes that compelprospects to take action and landyou the sale.

SY L L A B U S Identify the information

on the customer’s mind. Unlock the mystery

of “why people buy.” Understand the art of

persuasive language. How to talk about benefits

instead of features on every call.

_______________________________________3. Setting the AppointmentYou’ve made the connection andengaged the caller. This class willhelp you lock down the visit.

SY L L A B U S Identify the five steps of selling

that ensure an appointment isset with every qualified caller.

Uncover three purchase motiva-tors and get the appointment.

Discover steps that turn anobjection into an appointment.

Set the appointment so thecaller feels committed to it.

Learn how to leave a memorablefinish in the customer’s mind.

L E A S I N G & S A L E S C O U R S E S

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T E L E P H O N E P E R F O R M A N C E S U I T E

Welcome to Multifamily HousingThis class is designed for new employ-ees with no prior experience in themultifamily industry.SY L L A B U S

Why are first impressions important?

Make your first impression memorable.

The five P’s of the perfectproperty prescription.

Why residents move. What your residents really want.

Overcoming Leasing PitfallsTurn leasing opportunities into sales. SY L L A B U S

Identify two main ingredientsthat encourage customers to buy.

Create and increase traffic. Identify objections and turn

them into sales opportunities. Personalize closing strategies.

The Art of Great Curb AppealYou never get a second chance tomake a good first impression.SY L L A B U S

What your customers see but don’t tell you.

Inspect what you expect: theessentials of great curb appeal.

Establish a system to ensure great curb appeal every day.

The Art of Internet LeasingThe Internet is the preferredchannel for many prospectiveresidents, and time is of the essencewhen you receive leads.

SY L L A B U S Respond to Internet inquiries

from prospective residents. Utilize Internet resources that

increase your business. Search the web for new resources

including virtual tours, websites,and free resources.

How property managementexperts use the Internet tomarket and lease properties.

Marketing with Little or No MoneyLearn tried and true ideas that canwork within anyone’s budget.SY L L A B U S

Successfully market on a shoestring budget.

Marketing and advertising ideas you can afford.

Marketing at the property, off-site and online.

Why tracking the effectiveness ofmarketing sources is important.

The Art of Resident RetentionResident retention is an obsessionwith multifamily professionals.Minimize resident turnover whilemaximizing customer satisfactionwith our proven techniques.SY L L A B U S

Uncover the true impact andcost of turnover on a property.

Discover how residents viewthe renewal process and howto change their perception.

Generational selling — learnwhat it is and how it can helpin the renewal process.

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The Art of the TourSetting the appointment is just thebeginning. How you conduct youron-site tour determines whether youclose your prospect.SY L L A B U S

Why is the tour critical to your leasing success?

What to include in the tour and why.

Discover the key to sales and how to execute this knowledge.

Appeal to a customer’s senses during the tour.

What role does each team member play in the tour?

Surviving a Student TurnHear proven strategies to achieveoptimum occupancy before schoolstarts, as well as maintain highoccupancy during the summer with-out losing your staff and your mindduring the process. Can you answeryes to any of these questions?SY L L A B U S

Do you move most of your students out in Spring, only tohave them return in the Fall?

Are your vacancies too high during the summer?

Are you still fighting vacancies by the time school starts?

Do you have apartments that stay vacant for months?

Do you have a hard time finding staff?

Do you have a hard time keeping staff?

Are vendors difficult to find? Does this happen every year?

Orientation to the ResultsSM

Platform by CallSourceNow more than ever, businessesneed to know where leads originate,how those leads are handled, andwhat steps are needed to securemore closes. In short, entertainingvignettes, this orientation programdemonstrates how Results are every-one’s business.SY L L A B U S

CallTrack® overview: Optimizeyour use of the CallTrack system,including how to track andrecord calls, maximize the use ofyour company’s caller database,act on incoming leads expedi-tiously, and build staff schedulesto call volume needs.

LeadScoreSM overview: LeadScorereports are simple with these fewimportant tips. Identify advertis-ing performance and appoint-ment-setting ratios at a glance,and maximize future campaignswith pinpoint accuracy.

Telephone PerformanceAnalysis overview: Learn toobjectively evaluate the tele-phone skills of employees usingthis highly-accurate scoring sys-tem. Identify skill gaps, prescribetraining and motivate your teamby ranking their performance.

Orientation to CallTrack by CallSourceGet on the fast track to results withthe CallTrack system. Here you willlearn the basics to getting started,and receive a full overview onCallTrack’s key benefits.SY L L A B U S

Learn the fast track to logging inand get right to your master list


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of tracking numbers. Access and listen to your archive

of recorded calls. Learn where and how to enter

your employee codes, and whereto set up email notification.

Learn to listen to the CallTrackmessage retrieval system.

Learn to LeadScoreSM

Explore LeadScore, a marketing andreporting tool by CallSource, thatprovides a true analysis of the effec-tiveness of your marketing and saleseffort by qualifying sales calls asprospect or non-prospect.

SY L L A B U S Learn to log into the LeadScore

reporting dashboard. Identify the attributes that

define a prospect call and how toqualify such calls.

Build high-impact reports bylearning to access prospect databy location and ad source.

Orientation to TelephonePerformance Analysis (TPA)by CallSourceTelephone Performance Analysis isa performance assessment tool thatrates your employees’ calls against achecklist of best phone skills prac-tices. For managers, this course pro-vides an overview accessing TPAreports; for individuals, TPA is away to gauge their strengths andweaknesses and track improvement.

SY L L A B U S Get the quick facts on logging in

and where to find current andarchived survey scores.

Learn how to effectively navi-

gate categories and trending bymanagement and location.

Pull reports by individualemployee.

COMPLIANCE COURSES

Exploring DiversitySuccessful companies recognize andvalue the importance of diversity inthe workplace and accept culturaldifferences. Explore the professionaland personal benefits in understand-ing our increasingly diverse worldand how it allows us to better serveour customers and our team.

SY L L A B U S The definition of diversity. Diversity and culture: the role

they play in business. Cultural competence: what is it? Establishing cultural competence

in your organization and its effect.

The Basics of Fair HousingThis class gives on-site, multi-site andhome office employees basic workingknowledge of Fair Housing laws.SY L L A B U S

Federal and local Fair Housinglaws and how they apply to our industry.

Defining discrimination andavoiding illegally discriminatingin the workplace.

Best practices for Fair Housingcompliance and how to avoidcommon pitfalls.

Beyond the Basics —Disability Issues forMultihousing ProfessionalsAre you familiar with HUD and the

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Don’t Let Mold Get OldMold effects everyone, but interactionwith customers can create bigger issuesthan the mold itself. We discuss estab-lishing uniform, written policies and pro-cedures for managing and resolving moldcomplaints. We talk about effective cus-tomer communication to assure they areinvolved and satisfied with the mannerin which such situations are handled.SY L L A B U S

What is mold and why it significantly impacts our industry.

Possible health effects of mold. How to identify and eliminate mold. Resident communication

as a vital component in a mold response plan.

PREVENTION OF SEXUAL HARASSMENT COURSES

Prevention of Sexual HarassmentEmployees get a basic working knowl-edge of law governing sexual harass-ment in the workplace, and how toavoid harassing behavior.SY L L A B U S

Identify sexual harassmentin the workplace.

Employee and employer responsibilities.

Sexual harassment prohibited practices.

The complaint process. Action steps to guard against sex-

ual harassment.

Preventing Sexual Harassmentfor SupervisorsCreating and enforcing policies andprocedures that eliminate harassment

Department of Justice’s new guide-lines on accommodations and modi-fication requests? This class providesthe knowledge needed to confidentlymeet legal requirements.SY L L A B U S

What significant changes were made regarding the evaluation of accommodationand modification requests?

Best practices for compliance. Resources for additional

information.

Fair Housing and theMaintenance TeamThis class gives maintenance andservice employees a basic workingknowledge of the Fair Housing laws.SY L L A B U S

Federal and local Fair Housing laws and how they apply to our industry.

Define discrimination and how to avoid it in the workplace.

Best practices for Fair Housingcompliance and how to avoidcommon Fair Housing pitfalls.

Fair Housing: Playing Fair in VirginiaCampus CallSource includes the state-approved, two-hour Fair Housing classin a convenient self-paced format. Thiscourse satisfies the requirements ofboth the Fair Housing Board and theReal Estate Board of the VirginiaDepartment of Professional andOccupational Regulation. In order tosatisfy the Virginia requirements, par-ticipants must complete part 1 and 2 ofthe 12 0-minute class.

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PREVENTION OF SEXUALHARASSMENT COURSES

in the workplace is an importantresponsibility of supervisors.SY L L A B U S

How to identify sexual harassment in the workplace.

The role of the supervisor inpreventing sexual harassment.

Sexual harassment prohibited practices.

Manage the complaint processto ensure compliance.

Action steps to guard againstsexual harassment.

RISK MANAGEMENT COURSES

Risk Management Level One —Level One — Protecting PeopleMitigation of risk affects everyaspect of a multifamily operation.

SY L L A B U S Interact safely in your communi-

ty while protecting yourself, yourco-workers, vendors, residentsand their guests.

Comply with OSHA standardsincluding: blood-bornepathogens, material safety datasheets, personal protective equip-ment, lockout/tagout proceduresand record-keeping standards.

Work in your environment whilebeing mindful of criminalthreats. Gain insight on mini-mizing these risks.

Risk Management Level Two —Protecting Your Property andReputationThis course focuses on dealing with property risk.

SY L L A B U S Take the proper steps to keep

your community assets and reputation safe.

Prepare an emergency plan thataddresses potential threats toyour community, such as fire,flood, criminal activity, etc.

Develop advance responses tomedia inquiry in various emer-gency scenarios. This shieldsyour asset from further damageagainst negative public exposureand diffuses potential litigation.

CUSTOMER SERVICE COURSES

Customer Service and the Office TeamEveryone is talking about customerservice, yet surveys show customerdissatisfaction at an all-time high.Where is the disconnect? This classgives practical information and easy-to-use techniques sure to buildcustomer satisfaction.

SY L L A B U S How customers evaluate service

and how to satisfy them. What do customers want and

how can we fulfill or exceedtheir expectations?

Why communication plays avital role in service and how tocommunicate more effectively.

How to successfully communi-cate with a difficult customer.

Customer Service and the Maintenance TeamWhile the maintenance teamtypically has the most contact withresidents, they rarely receive cus-tomer service training. This classgives advice, examples and easy-to-

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RISK MANAGEMENT COURSES

Maximize employee, resident and vendor referrals.

Create the perfect interviewingenvironment. Cultivate properinterviewing techniques withinyour team.

Incorporate interview questionsand techniques that uncoverprospects’ talents and weaknesses.

Inspiring the Leader in You(Leadership 101)Transitioning from manager toleader is not automatic, but charac-teristics inherent in a dynamicleader can be learned. Learn how toharness these fundamentals and geton the path to successful leadership.

SY L L A B U S Define the role of a leader. Learn and implement the

skills necessary to establishyourself as a leader.

Identify the difference betweentransformational leadership andtransactional management.

Coaching for DevelopmentDevelopment coaching is anecessary skill for high-performanceleaders, and mandatory for personaland professional growth. Integrateproven coaching techniques toelicit and reinforce results-orientedbehaviors in your sales team.

SY L L A B U S Define the difference between

coaching for performance andcoaching for development.

Implement our 10-step model to establish a baseline for

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LEADERSHIP SERIES COURSES

use techniques certain to increaserapport and customer satisfaction.

SY L L A B U S A day in the life of a service

professional and how it impactscustomer satisfaction.

What customers really want. How to exceed expectations. Effectively communicate

with your customers. Manage difficult situations while

remaining polite and professional.


Dealing with Difficult People,Supervisor VersionUnderstanding and communicatingeffectively with your employees andresidents, regardless of their mood orcircumstances, is essential to thesuccess of multifamily supervisors.

SY L L A B U S What makes a person difficult? The difference between difficult

vs. upset people. Utilize two specific skills and

become a master at managingdifficult people.

The three stages of conflict andhow to make them work for you.

Quick tips on how to handlepredictable hassles.

Preventative HiringFinding and keeping good employeesis critical to a solvent operation.

SY L L A B U S Incorporate recruiting

into your and your staff ’s daily activities.

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effective coaching. Develop effective questions,

responses and measurement toolsfor successful coaching.

Orientation to Our University®

Training System by CallSourceOur University is a private labellearning platform serving up syn-chronous and asynchronous trainingprograms. For managers, OurUniversity is a way to set standards,provide guidance, and get resultsfrom their team. Sales and service

professionals use Our University tolearn valuable skills, meet expecta-tions and track their career growth.This course is a primer to get bothgroups started on the OurUniversity platform.

SY L L A B U S Sales and Service: Receive clear

and concise instruction on log-ging on to Our University, creat-ing a profile, using the MyTraining component and how totake a course.

Level 1 Manager — Creatingand scheduling online courses:Learn how to log on as a Level 1manager, as well as create, list,edit and schedule courses.

Level 2 Manager — Creatingand managing instructor-ledtraining: Learn to add classlocations, create instructor-ledtraining courses, manageattendance and how tonavigate attendance reporting.

PEOPLE SKILL COURSES

Dealing with Difficult PeopleWhile some customers are not theeasiest people to work with, learnhow to communicate more effec-tively with them, regardless of theirmood or circumstance. What makesa person difficult?

SY L L A B U S Understand the difference

between difficult vs. upset people. Incorporate the skills necessary

to become a master at managingdifficult people.

Learn the three stages of conflictand how to put them to work.

Quick tips on how to handlepredictable hassles.


The Art of DelegationWhat’s the difference between dele-gation and dumping? Many don’tknow and their team pays the priceby wasting time, energy, resourcesand not accomplishing their goalsand objectives. Delegate effectivelyand get things done. Everybody willbe happier and more productive.We provide the tools you need inthis 60-minute class.

SY L L A B U S Two goals of delegation. Reasons people don’t delegate. Delegation vs. dumping. Identify the goals necessary

to achieve success. Learn to be a great coach.

Working Together throughGenerations — Exploring theMulti-Generational WorkforceTeaming with associates from differ-ent generations can pose challenges.This class provides tools to bridgethe generation gap.

SY L L A B U S Recognize differences in

work-style preferences.

Four ways to effectively workwith different generations.

Managing your Maintenance TeamOne of the most important aspects of resident retention is having asuperior maintenance team.

SY L L A B U S Understanding the metrics of a

superior maintenance operationand how to achieve maximumresults with your team.

Supervise your team to ensureresident satisfaction.

Increase the successful interaction between office and maintenance staff.

Improving Time Management SkillsStress is created when we react tocertain situations. It is the body’sway of preparing to meet a tough sit-uation with heightened awareness.Work more efficiently and reduceyour stress level by setting aside anhour to participate in this class. Weshare practical, proven techniques tomanage your time, team, customers

and life. Now that’s relief thatis worth an hour.

SY L L A B U S Identify time-saving

myths; gain better controlof your day.

Proven principles of timemanagement and control.

Manage time and become more efficient and effective.

Use our techniques to get and stay organized.

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PEOPLE SKILL COURSES

“CallSource has proven to be the most effectivetraining tool we have come across in a verylong time. I would recommend it to everyone inthe property management business.

--J.E. RockDirector

Dreyfuss Management LLC

888.723.5484 | www.campuscallsource.com

© 2009 CALLSOURCE • ALL RIGHTS RESERVED • MFH-CC-0409

“CallSource delivers Results,SM the first and

only integrated marketing, sales, training

and management system designed to

track, measure, train and

manage your team.

Developed over 15

years and based on

the review of mil-

lions of calls, this

ground-breaking

system goes beyond

call tracking and reporting to

provide continuous monitoring of tele-

phone performance. In addition, it pro-

vides targeted, individualized training

and feedback to improve leasing and

retention results every month.

CallSource offers the industry’s best and

most extensive eLearning

courses, including

self-paced and

instructor-led.

We have trained

tens of thousands

of multifamily

p r o f e s s i o n a l s

since 1995.

With carrier-class networks in Burbank

and Chicago, CallSource tracks over

500,000 ads for over 10,000 companies

across the U.S. and Canada.

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training · we offer educational courses adaptable to individual needs, present-ed in interesting,...

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