Denying someone during Phone-Interview Screening

[Matthew Poger]

Hello,

I'm sure this is a common question, but I can't find a straight answer.

In Brandon's 'Ultimate Guide' and elsewhere I find blanket statements like "I end the phone call".

What I don't understand is that if during the call I state that my qualifications are:

-3x rent income

-No Smoking

-No Pets

And if the interested party tells me on the phone they have a dog, but are willing to get rid of it, or they smoke, or they only bring home 2x rent income, I'm not clear on how to word the 'closing statement'.

I'm assuming I can just literally say:
"I'm sorry, but because your son smokes and will be living at the property, you don't qualify. Thank you for your time."

Then what...just hang up on them?

Also, what if they say they still want to see the property?

Do I have to show it to them? Do I just say "I'm sorry, but I won't be able to show you the property".

Or am I obligated to allow them to submit an application?

Thanks for helping to clear this up.

[Patricia Steiner]

@Shane H.

If you get to "why," you most likely didn't outline the criteria well.  And, it's really about controlling the content, length, and conclusion of the call.  The entire call should be no more than a few minutes and have a specific agenda:  

The requirements:"Thanks for calling; here are the requirements/restrictions of the property. There are no exceptions.  Do you meet this criteria?" (It's an either "yes" or "no" answer). Remember "there are no exceptions" so why let them go on and on about how they only smoke outside (Interject - It's no smoking - and there are no exceptions for it any where on the property).  Door closed.   

The conclusion:  If met, share the application process - and end the call.

If not, "thank you for your interest but at this time you don't meet our rental criteria - and we have other applicants who do." 

There's really no room for "why"...and adding "there are other applicants" shuts the door.

Be clear on what you want without elaborating and then quickly assess whether the caller qualifies to move forward in the process - or onward to find something else.