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Look me in the eyes.

OK, today I'm going to write a little bit about "Listening presentations". I actually wrote a post about this quite a while ago titled "Make your listing presentation a listening presentation". Recently I had a listing presentation that really brought this concept home for me.

Now folks, I do want to say that all markets are different and all REALTORS® are different, so what works for me, may not work for you and vice versa.

About a year ago I bought a tablet computer. My thoughts were that I could use this in my presentations with a really nice power point show and could give the potential Sellers an online tour of all the different marketing that I do and show them how and where their properties would be displayed. Sounds like a good plan doesn't it? Well, I have to say, I didn't like it all.

The way I handle my listing presentations is basically to just sit down at the table and have a conversation with folks. I ask questions and then sit back and listen. My goal is to connect with them and build trust. Folks love to talk about themselves and by listening to them I am able to base my presentation on what their concerns and needs are not on me. My presentations are all about them and because of that every presentation is different. I have no script or predetermined game plan. I'm very prepared but I'm flexible.

So, the first time I tried to use my tablet presentation, I got about five minutes into it, closed it up and pulled out my paper presentation. I just wasn't comfortable. It was too cold and regulated. The biggest problem was that the Sellers and I were looking at a computer screen instead of looking at each other. No eye contact.

What I took from this experience is that I need to continue keeping my presentations very personal. Technology is a very good thing but it can't replace human contact. Look them in the eyes. Concentrate on them. Make a connection and build trust. At least my tablet still works well for reading in bed. What say you?

***Broker "Turner" Bryant image compliments of Craig Schiller.

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Posted by Bryant Tutas Broker/REALTOR(R) Tutas Towne Realty, Inc on 04/22/2009 04:26 PM

Comments (45)

Listing Presentations in the Training Channel

listing presentation, training

45 Comments on Look me in the eyes.

APR

You are smarter than the average bear.

I took an agent I was training on a listing presentation about 2 months ago.

When we left, he with the listing, he said,

"Lenn, I see the secret to your success getting listings. You let them talk and show their house until they beg you to please list it for them".

Listen and let them talk about the house. That's my secret.

BB...

This is something that I'm ALWAYS having to work hard to keep from talking too much. Nice post, I'll try to take it to heart.

Bryant, I tried my first "listening" presentation just recently with a homeowner who had been through the meat-grinder financially and personally. We sat down at the kitchen table. I got out my laptop like always but closed the lid and let her get everything out of her system. When I got around to showing her the CMA, the case was closed. Her previous agent either went along with her or talked her into listing her house at the top-top end of the price range. I laid out the realistic picture for her, no embellishments. I didn't list her property because it would be smarter for her to stay in her home for the time being. But she appreciated my candor and our immediate connection. I never opened up the laptop again. I'm not sure why I never went into my canned spiel. Maybe it was her, and her need to open up. It was the best lesson I ever had.

Now, if I open up my laptop, it's only to plug some numbers into an Excel worksheet to show Estimated Proceeds. And all that work on my Powerpoint presentation. It's multimedia, runs automatically, and took hours to put together!

BB, that is very good advice, sit back and listen. And keep it personal, I feally like that. Thanks!

Dude...

Why am I not parked? You know the rules of engagement :)

TLW...ROAR!

Hi Bryant, You made me smile :-)! I too have the tablet and a booklet flip presentation. Neither pop out of my bag until we have talked for awhile...well they have talked. I ask the questions and wait for the answers. simple and it works. Nice post.

I have a power point presentation as well and have never used it. I don't think it flows well in conversation and I to like to have a conversation. I do show samples of what I do online so they can see "real time" what I do for my clients, but it is to "enhance" the conversation, not replace it. I flip open my tablet for about 5 minutes to show them what I can do.

I've had several folks tell me they like my "listing presentation" but all we did was chat. I don't have a formal "schpeal" that I do. I know what I want to cover, but I let it flow naturally in my conversation with the potential client.

Bryant--I say, you know what works for you and your potential clients! Before I got my license and we sold our first house, our agent came over with a fancy new laptop borrowed from his broker and quickly manipulated the numbers to come up with the average of what our home should list at. No other explanation but "the numbers don't lie". I felt pushed into pricing our home for a few thousand lower than it should have been. It sold in hours to the first buyer...someone who had looked at over 100 homes. I don't think a fancy power point presentation sways everyone. I don't think I would use in a presentation either...If my client wanted a fancy presentation, I would prepare one on a disk and leave it and talk to the client. Good for you for going old school. :)

BB - sage advice about listening whether you use a laptop presentation or not. I only use my laptop to show people the on-line marketing I do. Otherwise it is a conversation, wtih materials for them to look at and keep. Much of what needs to be covered gets to them before I walk in the door via email or mail in my prelisting kit.

Jeff

When I first got into real estate I wanted all the gadgets. I did buy myself a tablet and I used it at one listing presentation only, for much the same reason as you. I do like visuals though so I am creating an old-fashioned display easel that I can flip when I'm ready. No batteries, no plugs, no screensavers. =)

Seasoned agent realize that a frank, comfortable discussion is always the very best. Being organized, having some handouts for your CMA. I have a nice binder to give to them but rarely open it up other than to point that I have my marketing plan in writing, information that we cover in the book for them as well. I do show my marketing examples at times but mostly great conversation about their needs, expectaions, the market, value, etc. Looking them in the eye is key and I want them to look at me as well so I can get a read as to what type of client they may be. Nice post!!

BB - While I agree with you in theory because like you, I spend the first part of my mortgage presentation with a new prospect/client just listening to them and answering questions. It isn't until after we get going on the Q&A part that I break out the computer and start rolling through my visuals. For me, running numbers is key to helping them understand a particular part of the loan process.

But once again, listening should definitely be a vital component of any presentation with a new prospect/client.

Lol, I thought you looked familiar!

I agree, I tried using my fancy laptop for a few presentations, but I found too that nothing works quite as well being belly to belly with human beings. They would much rather see the time and effort I have taken to research and present their property and look at them at their own convenience and then refer back to them.

I vote for informal, eye contact, interactive and targeted EXACTLY on that homeowner. I think you have the right approach Bryant. You can't go wrong with personal. It's where all the warm fuzzies in life reside. Not in a computer. But in eye to eye contact conversation and laughing. Maybe even an iced tea and a dog at your feet.

I had to change mine last year because of what you said. You eventually learn what sellers are really interested in and it's whether or not they can trust you.

BB - Fabulous post and I love your new pic! :) When I first sit down with a seller at a listing presentation, my main goal is to engage them in a conversation with questions about what is important to them in what they are looking for in a Realtor, what experiences good or bad they may have had previously with another Realtor and probe with further more thought provoking questions that allows them to provide me with what their true motivating factors are in selling their home. When you can set the stage and make a seller feel at ease at the get go and allow them to reveal what truly means the most to them and keep your mouth shut and listen goes a long way in building that connection and feeling of trust.

I put together the nice PowerPoint presentation and I turn it on then let them talk....I never get through it until we discuss seller costs.

Bryant- AH, great minds think alike! We are always prepared for whatever, but we open our ears and listen. Connecting and building the relationship is the number one way to get that signature on the dotted line, works like a charm, every time:)

Based on what little experience I have when going for a listing appointment (compared to you), I realize that technology can be intimidating and distracting for both (me and the clients).

Over the years, I have reverted back to basics. They want to know the pricing, what I charge and what they net.

I have those in front of them (paper) and they are usually cool with that.

No coolness needed.

My job is to provide information and inject hope (success). It's not to wow them with the fluff.

Hi BB - I know just what you mean! I always put together a nice listing presentation binder for each prospect, but I never go through it page-by-page. The fact that I have it and give it to them to keep always is a hit, and if I can't sign them up right then, it gives them plenty to review and they can call me back or I'll call to see if they've had a chance to review it. It goes over my background and marketing programs and their comps, etc, but the main theme is what I will do for THEM to get them the best price in the shortest time. And that I can so without the binder.

People do like data though, so they like the fact that I give them something to hold in their hands, and it supports what I tell them. I spend most of the time just getting to know them and their house, answering their questions and telling them what I will do, then referring them to the binder for more detailed info about me, etc. They seem to like that, and I make friends with them in a more casual mood, which I like.

BB,

You can use your Tablet PC when you do your measurements. Let the sellers write the room dimensions on the Tablet, they love it! Or let them measure with the electronic tape and you write....either way, you have them involved. Of course this is after you already have the signed "listening" agreement.

I have found very few that want to listen to a presentation. I don't like them either. If I am interviewing someone to help me I have a list of a few questions that are important to me. I want those answered and that will usually make me happy. You can't sell me on something except yourself......a canned presentation strikes me as impersonal and I don't buy into it.

Bryant, I got to give you lots of credit. Sitting back and listening may sound easy to do but it is very difficult for most people.

BB - You are right on the money with listening to what the sellers have to say and making the connection.

BB, I remember when you shared this a long time ago. It really changed the way I do things once in the home. Just wanted to say, "hi". and let you know how much I learned from it a while ago.

Amen to being personal. I take a listing agreement and one piece of paper with comps and competing listings and I know my market stats forwards, backwards, upside down and inside out, so I can speak knowledgably about the market and the potential listing. People love to know that YOUR ARE THE EXPERT. BB, you are so right on.

BB,

"Listening"...works with a lot of things in life! Good coaching.

BB - That isn't my style either. I find there is nothing better than heart to heart communication when you are trying to establish a relationship and build trust. AND, to further elaborate ...I sold my last house 10 years ago before becoming a real estate agent. I interviewed 4 agents and was totally turned off by the one with the power point presentation. Seemed computer savvy but had no people skills and really didn't seem to care much about establishing a comfort level.

APR

I like your style..."I have no script or predetermined game plan. I'm very prepared but I'm flexible." That's how you are able to communicate with the client. Compare that to the corporate brokerages, with the canned presentation booklets, franchise statistics, and other garbage. I'd rather have a conversation with my client.

I agree....up front and personal is how I keep it to. I have a booklet to show all my marketing stuff bu the rest is getting to know them and their needs. Listening...instead of talking the whole time is an important part of communicating with our clients ...

BB - No wonder, you just too good looking and very personable :)

Being a good listener with eye contact gets the job done in obtaining the listing agreement, more importantly of course, if the price is right and that is another subject I'm sure you wrote about.

My clients are mostly elderly, they don't really care about the technology at a listing presentation. They just want somebody to listen to them.

The computer presentations work on some people especially more in the younger group. However, I'm with you. I've gotten a lot more listings and bought a lot more houses by simply letting people talk, being friendly with them, and getting to know their needs and wants. You might be able to do something briefly with the computer just so they can see you are tech savvy.

Broker Bryant - I'm one who like to sit at the table! I like the eye contact! That way they can get a feel of me as agent and get a feel of me of selling their home or helping them to buy a home. By the way I pick a listing yesterday. My client talk for one week but I did get their listing.

I'm with you... there is no way I'm stumbling through "I don't know why it's running so slow today", and the invariable bugs and shaky fingers i get when I'm on a pute in front of someone else. I like being eyeball to eyeball, and letting them tell their story.

Your picture is GREAT.... I wasn't sure it was you!

It obviously works for you, I surre agree with listening, and llistening some more, ask probing questions, and keep that eye contact

I remember your previous post. I posted a response blog about how I managed to work my laptop into my listing presentation, and still made lots of eye contact. =P Lately, it hasn't been as necessary since the listings I've been getting are from people who have already decided to list with me. I bring it along just in case, but my last 3 haven't been necessary.

Oh man..it has been one of those days today. I will be back in the morning to read through all of these comments.

Believe in listening, use pen and paper, have a post that's been brewing in my mind about eye contact so I say- Amen.

APR

The fastest way to the kitchen is with a tray of cookies- what better way to start a conversation than with a smile! A laptop is too impersonal- I quit taking mine for presentations eons ago. Now would you like chocolate chip or oatmeal raisin?

Bryant, Listening is a lost art sometimes. We all like to hear ourselves talk but we have to resist the urge when we meet with sellers.

APR

Hey BB - So funny you should mention this. The other day I went to see a staging client. I had given them the names of 3 agents that I work with frequently and they interviewed all three. They chose one and were happy - the agent got a great staged listing. They then proceeded to tell me that one of the agents only made eye contact with the wife and didn't really look at the husband. The husband really felt insulted. Other than that they loved his plan to market the home but the husband had been put off and they went with one of the other agents.

I didn't feel it was my place to tell the agent about the feedback but it's sad and he probably has no clue. Sooooo I'm in total agreement, eye contact can win or loose you listings.

Hi BB...Perfect example of how technology is not always the answer. Nothing takes the place of human interaction and interest.

Kate

BB - I spent hours and hours gettin my PP presentation just the way I wanted it. The first time I used it, I skipped through large sections to hit the highlights because I felt uncomfortable presenting when I knew I should be having a conversation. I didn't use it again and seldom bring my computer. The latter part is odd because I stress online presence :)

APR

Bryant,

As always, excellent advice. Often, one spouse will be quieter than the other, and as mentioned by Maureen, it is so important to engage the quieter one with acknowledgment, and some open ended questions. You are being interviewed by a team. It is important to bring in the other team member because both have to trust you.

all the best...

APR

I have been a bad blog host on this post. Please forgive me. I have just been crazy busy the last few months and cannot for the life of me keep up on AR.

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