THE CONNECTION PLAYBOOK Simple Ways to Turn Small Talk Into Real Connection INTRODUCTION Building connection isn't about having the perfect thing to say. It's about being curious, listening closely, and finding opportunities to make the conversation personal. Use this guide whenever you need a little inspiration. START THE CONVERSATION
KEEP IT GOING
MOVING What's bringing you to the area? What has you looking for a new home? What are you most excited about with the move? Are you already familiar with the area? What would you love to have in your next home that you don't have today?
DON'T JUMP TO THE NEXT QUESTION When someone gives you something interesting, stay there.
WORK What do you do for work? Are you working nearby or commuting? Do you ever work from home? What does your typical workday look like?
USE SIMPLE FOLLOW-UPS: Tell me more about that. What do you like about it? How did you get into that? What makes that important to you? That's exciting—what happened next? How has that experience been? What would your ideal situation look like?
LIFESTYLE What do you like to do outside of work? What does a typical weekend look like for you? Are you more of a stay-in or go-out person? What do you enjoy doing around the area? PETS Tell me about your pet! What's their name? How old are they? What kind of space would make life easier with them?
A good conversation doesn't require dozens of questions. Sometimes it just requires one good question + one good follow-up.
FIND THE THREAD “I just moved here.” “I started a new job.” “We need more space.” “I have a dog.” “I love cooking.”
→ Where from? → What do you do? → What's making the extra space important? → What's their name? → What do you like to cook?
WHEN YOU GET STUCK: USE F.O.R.D You don't need to ask about all four. You just need one thread to start a real conversation.
F
O
R
FAMILY
OCCUPATION
RECREATION
DREAMS
What do they enjoy doing?
What are they looking forward to or hoping will be different?
Who is important to them?
What do they do and what does their day look like?
D
REMEMBER + REFERENCE One of the easiest ways to show someone you were listening is to bring something they told you back into the conversation. WHAT THEY MENTIONED
HOW TO REFERENCE IT
Working from home
“You mentioned working from home a few days a week—I could see this being a great spot for your desk.”
Entertaining
“I know you said your friends are always at your place. This kitchen would be perfect for that.” “I think Charlie is going to approve of this part.”
Their dog
Be sure to use their dog’s name
Wanting convenience
“This is one of those things that could make your mornings a lot easier.”
LISTEN FOR THE LITTLE THINGS
SHARE TOO
Notice: what they're wearing, what they mention, who they're with, what gets a reaction, and what they keep coming back to.
Connection shouldn't feel like an interview. Relate when it's genuine, keep it brief, and bring the conversation back to them.
Those are connection clues.
Relate. Don't redirect.
YOUR CONNECTION CHECK Before moving into the next part of the leasing experience, ask yourself:
Do I know something about this person beyond their apartment criteria?
Do I understand what matters most to them? Did I ask at least one genuine follow-up question? Did I learn something I can reference during the tour? Am I talking with them instead of at them?
The Top 5 Closing Techniques
EXTREME SUCCESS PLANNING MY WEEKLY SUCCESS PLAN
Choose the focus. Build the plan. Take action. Measure progress. TEAM MEMBER ______________________
MANAGER ______________________
WEEK OF ______________
1 | MY FOCUS What KPI or behavior do I want to improve this week? ☐ Prospect→Appointment
☐ Appointment→Tour
☐ Tour→Lease
☐ Follow-Up
☐ Connection
☐ Discovery
☐ Venterra Story
☐ Ask for Application
☐ Objections
☐ Other: ______
My Focus:
2 | WHERE AM I NOW? What am I seeing in my performance? What may be getting in the way?
3 | WHAT DOES SUCCESS LOOK LIKE? By the end of this week, I will know I was successful if…
4 | MY ACTION PLAN What will I do differently this week? ACTION 1
I will: _________________________________________________
ACTION 2
I will: _________________________________________________
ACTION 3
I will: _________________________________________________
5 | HOW MY MANAGER CAN SUPPORT ME What coaching, practice, feedback, or support would help?
6 | WEEKLY CHECK-IN Reflect on progress before choosing the next focus. WHAT WORKED?
MY PROGRESS ☐ I Crushed It
WHAT DID I LEARN?
☐ I’m Making Progress
WHAT WILL I ADJUST / CONTINUE?
☐ Let’s Adjust the Plan
NEXT WEEK’S FOCUS: ____________________________________________________________
EXTREME SUCCESS PLANNING MY WEEKLY SUCCESS PLAN
Choose the focus. Build the plan. Take action. Measure progress. TEAM MEMBER ______________________
MANAGER ______________________
WEEK OF ______________
1 | MY FOCUS What KPI or behavior do I want to improve this week? ☐ Prospect→Appointment
☐ Appointment→Tour
☐ Tour→Lease
☐ Follow-Up
☐ Connection
☐ Discovery
☐ Venterra Story
☐ Ask for Application
☐ Objections
☐ Other: ______
My Focus:
2 | WHERE AM I NOW? What am I seeing in my performance? What may be getting in the way?
3 | WHAT DOES SUCCESS LOOK LIKE? By the end of this week, I will know I was successful if…
4 | MY ACTION PLAN What will I do differently this week? ACTION 1
I will: _________________________________________________
ACTION 2
I will: _________________________________________________
ACTION 3
I will: _________________________________________________
5 | HOW MY MANAGER CAN SUPPORT ME What coaching, practice, feedback, or support would help?
6 | WEEKLY CHECK-IN Reflect on progress before choosing the next focus. WHAT WORKED?
MY PROGRESS ☐ I Crushed It
WHAT DID I LEARN?
☐ I’m Making Progress
☐ Let’s Adjust the Plan
WHAT WILL I ADJUST / CONTINUE?
NEXT WEEK’S FOCUS: ____________________________________________________________