Relationship Management<br />Sales Meeting<br />February 16, 2011<br />What exactly are buyers and sellers <br />seeking these days?<br />Nordstrom service, Disney innovation, and K mart prices.<br />
Lack of trust in real estate practitioner/mortgage broker/home inspector, etc.</li></li></ul><li>Communication Styles<br />Visual:<br />Written materials, face-to-face contact. <br />Especially concerned with the way things look. <br />Want to see the benefit that your product or service will deliver. <br />If your presentation is written, emphasize the appearance of things so that you client will receive your message. These customers may respond to DVDs and other visual materials<br />Verbal:<br />Be sure your words convey the message you want to convey.<br />You must also listen to this customer, because he will express his concerns verbally.<br />Respond to telephone calls, CDs, and other audio products.<br />Touch:<br />Prefer descriptive written materials with special attention to details. <br />Feelings guide their decisions; you must build trust and rapport with them<br />Discuss what they like/dislike.<br />
On The Phone<br />Ask questions, but let them do the talking<br />Don’t Argue<br />Show sincerity and concern<br />Don’t patronize<br />Lead them to the answer<br />Smile, Stay Positive<br />
Think-They-Know-It-All<br /><ul><li>How to deal with them: Ask a lot of questions about what they say.
Sees 3 things wrong with a home, thinks everything is wrong with it and will be unable to focus on any positives</li></li></ul><li>The Nothing Person<br /><ul><li>Tell you nothing, provide no feedback, verbal or nonverbal, “I don’t know” is often the first response
Give them 60 seconds to vent, no more and no less. If you allow a Tank to go longer, the verbal attack will escalate and it’ll be difficult to refocus.
Then, repeat three of the statements you heard
Why three? It is the generalization point, in which after repeating three statements back to a person that recounts what the customer said that person then subconsciously truly feels heard.
Offer your bottom-line solution, but make your solution direct and to the point.</li></li></ul><li>The Grenade<br /><ul><li>Unwarranted tantrums that seem disproportionate to the circumstance, explosive rants on anything and everything.
Create a break in the conversation to allow them time to calm down so they’ll be able to refocus on what their true concerns are.</li></li></ul><li>Expectations<br />Core Values<br />Timelines<br />Response: Phone, Email<br />Expiration Date<br />Length from ED to Closing<br />Agreed Upon Duties and Services<br />Make sure their expectations are realistic<br />Help them understand they might have to make compromises<br />
Don’t Overwhelm Them<br />It’s easy for clients to get overwhelmed<br />Buyers: 100 homes in the area they like in their price range<br />Narrow it down by finding out what features are have to have for your client<br />The cure: get people out of the big picture and bring them in to working on a single piece of the puzzle at a time<br />
Stay In Control<br />You are the expert!<br />