One of the realities of real estate representation, is an agent, must be ready, willing, and able, to recognize, consider, and effectively respond, to his client’s and/ or customer’s questions and concerns. This should begin with having the mindset, it is normal, for people to have concerns, questions, fears, and trepidations, especially, when it comes, to, what, for most, is their single – biggest, financial asset, their house. What differentiates the most empathetic, responsive, real estate agent, from the rest of the pack, is welcoming questions, and possessing, a willingness, and ability, to address these concerns, not simply to one’s own satisfaction, but, rather, to the satisfaction, of the individual, being represented. With that in mind, this article, will briefly examine, and discuss, 6 smart steps, to take, to achieve the best possible results.
1. Timely: Even when it might appear, the question or concern, is somewhat insignificant, or certainly, less than a priority, quality agents, proceed, to address them, in a responsive, timely manner. This must begin with being ready, willing, and able to commit to effectively listening, and learning, relevant perceptions, and realizing, unless/ until one responds in a timely way, the situation worsens, and becomes more challenging! When an agent is perceived as being responsive, his client and/ or customer, perceives he truly cares!
2. Understand concern, clearly: Don’t assume you know and/ or understand, someone else’s concern, etc! Don’t interrupt, but listen fully and thoroughly, to be certain, you are addressing it, to their satisfaction! Take your time, and answer/ respond thoroughly!
3. Empathize: People want to be understood, and cared – for! Listening effectively, and learning from every conversation and experience, permits you to proceed, with the utmost degree of genuine empathy! An effective response, may begin, with, for example, I can perfectly understand how you feel. In fact, I felt that way, and so have most of those, represented in real estate, until they realized and recognized a few things.
4. Answer: When someone has a question and/ or concern, he wants a viable answer and/ or solution, articulated, to their satisfaction. Rather than proceeding, with a one – size – fits – all, response, take the time, and make the effort, to thoroughly, completely, answer, to their satisfaction, and wait for their acknowledgment, before proceeding.
5. Recreate control of conversation/ discussion/ need: Once you effectively, thoroughly resolve the issue, by addressing it, to the satisfaction, of the client and/ or customer, you should proceed, to recreate the need, and emphasize, what you’ve been told (by them), they wish to achieve, and what the next step should be.
6. Close: Whether this occurs before the listing is signed, or after someone is already a client, all the effort, to this stage, will become irrelevant, until/ unless you bring the discussion, to the closing stage! A simple, straight – forward, effective, way, might be, to say, Doesn’t it make sense?
Don’t fear questions and/ or concerns, but, rather, see them, as showing, the client is extremely interested, and wants you to make a convincing argument! Will you be ready, and prepared?
Richard has owned businesses, been a COO, CEO, Director of Development, consultant, professionally run events, consulted to thousands, conducted personal development seminars, for 4 decades, and a RE Licensed Salesperson for a decade+. Rich has written three books and thousands of articles. Website: http://PortWashingtonLongIslandHouses.com and LIKE the Facebook page for real estate: http://facebook.com/PortWashRE