Why Use a Written Telephone Script?

A well-structured telephone screening process serves several important purposes:

• Keeps you in control of the conversation and establishes a professional business tone from the beginning.
• Ensures that every prospect receives the same information and is asked the same questions, helping promote consistency and Fair Housing compliance.
• Allows you to perform preliminary screening before scheduling property showings.
• Clearly communicates your rental requirements and screening standards.
• Demonstrates that you are a professional housing provider who carefully evaluates all applicants.
• Saves time by identifying obvious qualification issues before investing additional effort.
• Creates confidence among qualified prospects that the property is professionally managed.

Beware The Secret Testers

There's one more thing a script can do. It can keep you from falling for "testers" federally paid pretend renters, men and women trained to inquire about a rental while pretending to be someone else, hoping to catch you in an unintended act of discrimination statement. (Click Here)

Professionalism Matters

Prospective tenants pay close attention to how landlords conduct themselves during the first phone call.

Applicants who know they may not meet your qualifications are often less interested in pursuing a rental when they learn that you conduct a thorough screening process that includes:

• Credit history verification
• Rental history verification
• Criminal background screening (where permitted by law and applied consistently)
• Income verification
• Employment verification

At the same time, highly qualified applicants are often just as concerned about ending up with an unprofessional landlord as landlords are about ending up with a problem tenant. Good tenants generally appreciate a businesslike approach and are reassured when they learn that all applicants are screened using objective standards.

Consistency

Develop a standard script and use it with every caller. Consistency helps ensure that every prospect receives the same information and reduces the risk of misunderstandings or claims of unequal treatment.

Remember: Under Fair Housing laws, inconsistent treatment of applicants can create significant legal exposure. A standardized process helps protect both you and your business.

Sample Telephone Screening Script

Answer the phone professionally.

"John Doe Properties. This is John."

Prospect: "I'm calling about the home you have for rent."

"Yes, ma'am. I'd be happy to help."

(Pause and listen carefully before beginning your questions.)

Determine Who Will Be Living in the Home

"Will you be living in the home yourself?"

This helps determine whether you are speaking with a decision-maker or someone gathering information for another party.

Determine Timing

"When are you planning to move?"

After receiving the answer: "Is that when your current lease expires?"

Simply note the answer and continue.

Determine Occupancy

"How many people would be living in the home?"

If the occupancy exceeds your established company policy or local occupancy standards, politely explain the limitation and conclude the conversation.

Determine Pet Eligibility

"Do you have any pets?"

If yes: "What type of pet?" If a dog: "What breed or mix?"

Compare the information to your written pet policy and proceed accordingly.

Describe the Property and State Basic Qualifications

"This is a very nice three-bedroom home located in Historic Riverside. The rent is $750 per month, and the security deposit typically starts at $1,100 for qualified applicants."

"We verify credit history, rental history, income, and conduct our standard background screening. Do you anticipate any issues in any of those areas?"

Pause and listen. If concerns are disclosed: "Would you mind telling me a little more about that?" Listen without judgment and simply gather information.

Verify Income

"Where do you work?" "How often are you paid?" "And approximately how much do you earn each pay period?"

If income appears insufficient: "Do you have any additional sources of income?"

If the total verified income does not meet your written qualification standards: "Our minimum income requirement for this home is $3,300 per month. Unfortunately, based on the information you've provided, it does not appear that this property would be a good fit at this time. Please feel free to contact us again if your circumstances change."

Invite Qualified Prospects to View the Property

"Great. Let me give you the address." "Do you have a pen handy?"

Provide the address and directions, or schedule a showing.

Sell the Property

"This home features a spacious floor plan, a convenient Riverside location, off-street parking, and easy access to shopping, dining, and major transportation routes. The neighborhood is well established, and the property has been carefully maintained. We think you'll be very pleased with what you see."

Close the Call

"Please drive by and take a look at the property. If you like what you see, give me a call back and we'll discuss the next step in the application process. Thank you for calling."