1. Welcome to the start of your new role as a community builder! This guide will take you through the basic duties of a leasing agent for Signature Community. We ask that you read this through and direct any questions to Samantha Skrobot at sskrobot@asignaturecommunity.com

2. Signature StorySignature Community is a national consumer real estate brandowned by the New York City based Signature CommunityInvestment Group. Signature Community properties span thenation, but each is managed locally so that the breadth and depthof residential services can be communally tailored to offer morefeatures and benefits and better customer service than residentscan find anywhere else for the price!At the heart of the organization is the commitment to think andact like a competitive retailer; not a landlord, and to consistentlyprovide extraordinary customer service to all residents, all thetime. From delivering 24 hour maintenance with a money backedguarantee, through assistance in moving, receiving and deliveringmailed packages, and special events, all residents are treated asVIPs at every level of the business.At Signature Community, it is our goal to insure that everyresident Love the Place they Live, from the moment theyfirst meet us, to every day spent living with us!

3. Community Builder Signature Community is a national community of apartments, the team members that work for them, and the residents who live in them As a Signature Community leasing agent you will contribute to the expansion of our national community. You will represent the Signature brand, the customer service that sets us apart from others, and the community as a whole. We dont think of ourselves as just anothermanagement company because we work hard to be so much more. Dont think of yourself as just a leasing agent because we rely on you to be so much more.

4. The benefits of living in a The programs that set us apart from everyone else are now your tools to success in leasing apartments!Learn the details of these programs.Know how they will benefit the future residents you meet with.

5. *Remind your prospective residents that their satisfaction is our #1concern. We are so confident in our apartments and our customerservice that we will allow unhappy residents to leave.*This service is very rarely used because we always insure that ourresidents Love the Place They Live

6. *For those prospective residents you meet who have busy lives and areconstantly on the go, assure them that Signature Community is here forthem! We will sign for and deliver their packages and dry cleaning!

7. *For the prospective residents that you meet who are hesitant aboutsigning long term leases, reassure them that Signature Community hasoptions for people who run into unforeseen issues during their lease!

8. *Every single prospective resident you meet will LOVE to know howSignature can save them money, while also allowing them to help buildtheir community!

9. Our Signature CommunityWebsite allows Residents topay rent online Remind all prospectiverequest maintenance residents of theRefer friends and family advantages they willTalk to agents live, in real time! frequently experience as aOur Signature Community Signature CommunityMaintenance Staff resident.Are professional, skilled team membersOffer 24 hour emergency, on callmaintenanceAre always willing to go above andbeyond! Our Signature Community Newsletter Features residents who are great community members Holds a contest every month to give away free rent! Updates residents on new ways Signature is improving their living!

10. These Signature Community benefits are offered nationwide. However, each market offers additional programsand features that will benefit your prospective residents. Its important that you get to know the Signature Communitymarket you work in and fully understand all that it has to offer. Take the time to learn everything you can from the propertymanagers and team members in your market. Know what will benefit YOUR future resident the most

11. Resident In Signature Community Apartments across the nation, we lease units to residents not tenants. Using the term tenant gives the impression that we see those who reside in our apartments as nothing more than income, a person to pay us rent. We refer to individuals that make Signature Community their home, as residents.At Signature Community, we lease to residents not tenants.

12. Marketing CHALLENGEThe language we use and the programs we offer are not the only thingthat set Signature Community apart from other management companies.How we treat our residents is an art we are continuously perfectingHow we find new residents is a creative marketing challenge that we areplacing in your hands.

13. Part of being a Signature Community leasing agent andcommunity builder is thinking of new and inventive ways tofind new residents.During your time with Signature Community you will be giventhe tools to market in new and fun ways while also beingchallenged to discover new marketing techniques.You are who Signature Community has on the ground, youknow your market better than anyone, and you have anability to find and create new ways to bring residents in.That is why we are constantly going to challenge you to Think OUTSIDE OF THE BOX

14. Using Social Media and the InternetYou will be required to post Ads frequently, and on a daily basis on socialmedia networks and popular search sites like Facebook, Twitter, Craigslist,Apartment Finder, and more. REMEMBER*While posting Ads remember to offer available apartments withaccurate and up to date video tours and pictures of the apartments*Use your Signature e-mail as a contact.*Highlight any move-in specials that are currently being offered bythe Property Mangers in your marketNever offer a special that has not been approved by your supervisor or market Property Manager*Remember that you arent the only people using these sites to findprospects and dont be afraid to think outside of the box!

15. Marketing on FootOne thing a Signature Community leasing agent and community builder willnever have is nothing to do.In between posting ads, showing apartments, and following up with prospectsyou should be OUT ON THE STREET, IN LOCAL RESTURANTS, ANDVISITING LOCAL COLLEGES.You will be supplied with a mass amount of marketing materials that includepalm brochures, flyers, and even more. Dont underestimate putting in facetime and using printed marketing materials REMEMBER*Always dress professionally, and be prepared to represent SignatureCommunity*Use marketing materials in the most effective way possible. Usingthem where they will be seen, where they will spark conversation*Think outside the box! Dont limit yourself to the typical use ofmarketing materials

16. Following UpYour efforts mean nothing if you cant follow up and follow through on the leadsyouve made while marketing REMEMBER*Communicate with your prospects by using the tool that is mostconvenient for them whether it be e-mail, phone, or in person.*ASK THEM WHATS IMPORTANT TO THEM*LISTEN to your prospect. Listen to their needs and wants so thatyou can offer them informed and personal information that effectstheir decision making, rather than just another sales pitch*Make them feel like they are in control. At Signature Communitythe resident is the boss, and that starts the day they meet you.Speak with them when its convenient to them and scheduleappointments that work best for them.*GET THEIR INFORMATION!!!!!

17. Every person you speak to whether it be in person, on the phone, or on theinternet must have their information gathered onto a guest card.These guest cards are specifically structured to the ones found in our Yardi systemand will be used to enter your prospects information into that systemDONT FORGET TO WRITE IN YOUR NAME SO WE KNOW WHO ISWORKING WITH THEM!*these cards should be turned in and entered in at the end of every day

18. Once you have met the prospect and scheduled the appointment itstime to put your sales skills to work and. LEASE

19. Ultimately your success lies your hands, but these guidelines toleasing will help you keep in mind the keys to successfully leasingat Signature Community The Look of you and what you sell The Experience you create The Approach you take The Signature brand you sell The Expectations you leave them with

20. The Look of you and what you sell Always dress for success. Signature Community leasing agents andcommunity builders should dress professionally in clean suit pants (or appropriatelylengthened skirts) or kakis with a collared shirt Walk the unit you are preparing to show PRIOR to the actualappointment. Insure that the outside and common area of the building is cleanand presentable Prep the apartment. Open the windows, or turn on the AC to make sure theapartment is at a comfortable temperature level. Make sure the apartment smellsgood by spraying a freshening product or using a scented outlet cover Never show an apartment that is not market ready. Do not show anapartment that is not clean, or is under any form of constructionIf there is an issue, make sure you bring it to the attention of a propertymanager or Signature Community team member

21. The Experience you Create From the moment the prospective resident arrives at the property,insure that they are comfortable and at ease. Offer them a beverage, askthem how they are, show them that you are there to help them find their new home, notjust sell to them Allow the resident to walk ahead of you, while politely directingthem around the grounds, the building, and the apartment. Allow themspace to walk around and get a feel for the environment while observing their bodylanguage and responding appropriately to their physical responses to things. Let them ask you questions while you are inside the apartment so youcan use the surrounding environment to your advantage and you can point to physicalbenefits (a great view, wonderful closet space, convenient parking.etc)If they ask a question you dont know the answer to, DONT MAKE SOMETHING UP orjust tell them what they want to hear. Tell them you arent sure but that you willfind out before they leave. If you can, offer them a place to sit after the tour that is in acomfortable environment where they can ask any lingering questions and fill outan applicationHAVE FUN! Engage with the prospective residents, get to know themand let them get to know you!

22. The Approach you Take Remember that you are representing Signature Community,where the resident is the boss. Be polite, helpful, upbeat and SMILE! Make sure the prospective resident is always attended to andtheir questions are answered in a professional and informativemanner If the resident seems disinterested GET THEM INTERESTED if they seembusy BE AWARE OF THE TIME if they seem shy ENGAGE THEM ALWAYS, ALWAYS , ALWAYS LET THE APARTMENT, SIGNATURE, AND YOUR PERSONALITY SHINE!

23. The Signature Brand You Sell Pay attention to what is important to the prospective resident andtell them how Signature will best benefit them. Talk to them about more than the building and the unit. Talk tothem about what makes Signature Community so different andwhy they will Love the Place they Live Assure them that the customer service they experience with youwill continue every day that they live with us

24. The Expectations you Leave them with Make sure the final price you offer is the correct and approvedmarket price of the apartment Make sure you describe the specials being offered in a detailed andinformative manner. Allow them to ask questions. GIVE THEM YOUR BUISNESS CARD and insure them that you are available toanswer any questions they may think of later on Never let a prospective resident walk away without a piece ofSignature Community printed material in their hand wither it be abrochure, a pen, or a flyer with specific notes youve made on the back that arepersonal to them and their apartment. Direct them to visit our website where they can talk to live agents, learnmore about Signature Community, and APPLY FOR THE APARTMENT THEYVESEEN!!

25. More Follow UpNot every apartment you show will automatically turn into anapplication and then a lease.FOLLOW UP WITH THE PROSPECTIVE RESIDENTS YOUVE MET* Ask them if they have any lingering questions* Ask them if they have given any more thought to the SignatureCommunity apartment they saw* If they have decided to go in another direction, politely ask themWHY.

26. Application Never run, or turn in an application that has not yet been paid for Never accept money or personal check for an application. It mustalways be in the form of a money order or other certified funds Always write a receipt for the application and make sure it is paidseparately from any holding or security deposit fee All applications must be signed by the applicant or applicantsbefore being run Verify that all state IDs and social security cards of applicantsmatch the information on the application before it is run Let all prospective residents know that the application process can takeup to 48 hours. Never promise that it will take a shorter amount of time. NEVER take an application outside of the leasing office

27. Holding Fees and Security DepositsIn some markets a Holding Fee of $100 will insure that an apartment is reserved for an approved applicant, in other markets it will be the full security deposit Write a receipt Never turn in either payment for deposit until an applicant has beenapproved Fill out and give the future resident a welcome letter that details whattheir rent amount is, how they can get utilities turned on in their name, andwhat their new address will be!ALL HOLDINGS AND DEPOSITS ARE ABLE TO BE RETURNED (IN FULL)WITHIN 72 HOURS OF PAYMENT IF THE PROSPECTIVE RESDIENTCHANGES THEIR MIND.*After the 72 hours is up, the payment becomes non-refundable(unless its a Security Deposit that will be returned in full at the conclusion of the lease)*To be considered the leasing agent and receive commission on a lease youmust be the agent to both show the apartment and collect the holding orsecurity deposit.

28. Signing the Lease In most markets you will need to be the one to enter in lease informationand draw up the lease contractIf you are not the one to enter the information you must be present for this, to insurethat the information you offered to the resident is what is in their lease. Schedule a time that works both for yourself and the new residents tosign the lease BUILD THE RESIDENT FILE they way you were shown by the marketProperty Manager and make sure it includes the application and guestcard. Make sure the lease contract is approved and signed off by a PropertyManger before it is brought to a resident to be signed KNOW THE LEASE be able to walk a resident through the lease and beable to answer an questions they may haveOnce the lease has been signed, shake your residents hand andthank them for choosing..

29. www.ASignatureCommunity.com