Too often, the opportunity of meeting, greeting and building rapport with a customer is short lived due to the fact that there may be apprehension caused by fear of handling objections. Courses have been designed, scripts developed, and umpteen coaching programs offered to ease this kind of fear. The most effective way to ease around the ‘objection’ quandary is have a better understanding of exactly what you want to say. In other words, rather than asking a customer “Are there any objections?” or stating, “If there are no further objections…”, one could merely ask, “Are there any concerns you have?” This is obviously a small change in what we could say, but by using the word ‘concerns,’ the conversation moves from a negative “salesy” perception in peoples’ minds to a feeling of comfort and sincerity about the things that are important to them which can be positively addressed by the real estate professional.
Have you ever caught yourself saying to a buyer, “Let’s go back to the office and write up an offer,” and then wonder why we get frustrated by the ‘low ball’ prices people come up with? We are the ones that use the word ‘offer’ which essentially demeans importance and legality of a Purchase Contract. If we have done our professional duty of knowing the true market value of a property at that given time and have all the documentation, we can then with confidence make a presentation that will leave no doubt in the client’s mind that the price is solid. What a perfect opportunity to ask, “Isn’t it time to enter the legal contract to ensure that you can have this as your next home?”
The customer understands exactly what we can do for them and how we can help them by what we actually say to them. When we are working with homeowners that want to sell, we must convey all the ways in which we will advertise and list their home. In the same regard, when working with buyers whose goal is to purchase a home, we must effectively communicate that we are there to help them find the right home in the neighborhood they desire.
What a marvel it is when you listen to a real estate professional who communicates with clarity and a professional manner.
Dennis Stewart
Vice President & Regioanl Director
Dennis.Stewart@rwnc.net
