Agent Advice: How to improve your phone conversations
Don't listen with the intent to respond. Listen with the intent to understand. If you find yourself thinking about what to say next, before they have finished talking, then you aren't actively listening as well as you should be.
If you want to be successful in real estate, it helps to be great at talking on the phone. Here are a few rules to help you get maximum benefit from your phone calls and leave your clients with a positive feeling.
Start off the right way - ask for permission
The first thing you should do when someone answers there phone is say something like:
"It's Andrew Duncan from XYZ realty here, do you have a quick second to talk? Or have I got you at a bad time?"
This builds trust and gives them permission to tell you to call back if they can't talk right now. They could be in a meeting, reading a book to their kid, or out on a date with their significant other. Show that you respect their time right from the start.
Get to the point
Why are you calling them? What do you need? Be direct but polite. Get to the essence of the conversation quickly. Everyone's time is valuable, including your own.
Note: When making prospecting calls to your database, there is a fine line between creating meaningful connection and talking for the sake of talking.
It's important to keep this mind and remember that if you value your own time, your clients will too. If you are going to operate a highly successful real estate business, your phone conversations will need to have purpose and direction. You don't have time to discuss the weather.
Actively listen
Don't listen with the intent to respond. Listen with the intent to understand. If you find yourself thinking about what to say next, before they have finished talking, then you aren't actively listening as well as you should be.
When they finish talking, pause and acknowledge their point of view before deciding on your response.
If it's getting heated, focus on solutions
Sometimes you will be talking to someone and start butting heads. It could be a solicitor who is stopping a deal from going through, a vendor who won't accept a good offer, or a buyer who is upset over a builder's report.
Rather than getting worked up, take a deep breath, stick to the facts and ask clarifying questions.
"Here is my understanding of where we are at... Bearing all that in mind, what do we need to do to move this forward?"
"At this point, where would things have to be for you to be prepared to proceed with this deal?"
"If the buyer is happy to take on doing X, are you happy to proceed with Y?
Don't blame anyone
Stick to the facts and don't lay blame on the other person in a transaction, even if they are being unreasonable.
If you start laying blame, you will antagonise the situation. Instead, use words like:
"Yes, this sort of thing happens all the time in real estate. It's really common to go through this. I know it must be frustrating. Try not to take it personally, let's focus on finding a solution."
"I understand your frustration. Bearing that in mind, what would allow you to move forward from here?"
Use open questions
You will notice the questions above allow the client to be in charge. This is so important. You need to guide them through the process but empower them to make their own decisions.
If you follow that approach, you will end up with clients for life, even if the final sale result is below their initial expectations.
Check out this quick video from one of my personal coaches, Edwin Rakanui on understanding the real problem and finding a solution.
If you want to save time fixing a problem, DISTIL IT!
Previous Agent Advice guides:
