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Help Me Build a "Preferred" Real Estate+ Word List

By Karen Ross

Education & Training with Esslinger Wooten Maxwell

August 14, 2007 05:50 PM

It's about perception -- and reception --- how does the recipient feel about what you just said to him? How did you say it? Could you have said it better which would have resulted in your getting your point across or what you wanted from him?

EWM's Relocation Vice President, Sherrie Porter, has mastered this art. If you ever get an opportunity to hear her speak about customer service, you will be blown away . . . you will be impressed . . . . you will fall in love with her self-confidence before her raging fans. It is rare to hear any negative phraseology leave her lips. She has mastered the art of positive speaking. For instance, instead of saying, "I'm so busy my head's about to pop off," I've heard her say, "I've got my fingerprint on several projects right now."

In my effort to adopt the habit of positive thinking and speaking (I have miles to go before I sleep) and to pass these better habits on to my trainees, I am compiling a list of words and phrases which are ACCEPTABLE (OK) versus PREFERRED (BETTER SAID).

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ACCEPTABLE (OK) PREFERRED (BETTER SAID)

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Commission Professional Fee

Comparable Sales Relevant Sales

Comparable Sales Relevant Properties

Advise Recommend

Don't Forget Remember

Don't Refrain from or Make Certain that

I'm running late I'm behind schedule

Can you/Could you Would you please

Have no control Beyond my control

You'd be crazy/stupid if you This would be a great opportunity for you to

I have many word reference books, i.e., Words that Sell by Richard Bayan and How to Say It At Work by Jack Griffin. . . I am sure there are books on the subject; however, what about building a preferred word list for real estate agents (my trainees specifically) to use in their daily practice?

These are not AD words -- I researched "words that sell" in Active Rain, and many blogs on advertising popped up.

I am sure many of you have been to sales seminars -- perhaps a particular word or phrase has been adopted into your own vocabulary! Share!

This could be great fun. Would you please help me?

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Todd Murphy

Fitts Agency - Tuscaloosa, AL

Karen - I LOVE THIS BLOG!!!!!!! When you can donate a minute or two, would you please send me an email with three of your top word reference books.? Thanks. tmurphy@zerocommission.com

Aug 14, 2007 08:57 PM

Kris Wales

Keller Williams Realty - Lakeside Market Center - Macomb, MI

Real Estate Blog & Homes for Sale search site, Macomb County MI

"I don't know" with "I'll be happy to research that for you"

"You should" with "It would be beneficial if you could.."

Great blog post, thanks!

Aug 14, 2007 10:18 PM

Gita Bantwal

RE/MAX Centre Realtors - Warwick, PA

REALTOR,ABR,CRS,SRES,GRI - Bucks County & Philadel

Good list. Thanks for the post. ' Down payment' can be ' initial investment'

'I would love to list your house' could be "I would love to market and sell your house."

Aug 14, 2007 10:35 PM

Victor Mills

EWM Realtors, Inc. - Pinecrest, FL

Another good post Karen. For a step further, check out "The Platinum Rule." http://www.alessandra.com/ (view the demo video) Most people are blends of the four basic personality types but will most times have one dominant type. The platinum rule teaches how to convers and interact with each type in a manner they prefer and respond to, enhancing the individual's perception of you. He offers a great video, but signing up for his "Timely Tips" will provide a short instruction via email on a regular basis.

Aug 15, 2007 12:41 AM

Karen Ross

Esslinger Wooten Maxwell - Weston, FL

Todd -- will do.

Everyone, thanks for the encouragement. I hope this post gets some exposure and we come up with one comprehensive list. I will take responsibility for it and give each of you the credit. This list could be printed for your non-blogging friends. . . or should you just encourage them to get blogging and help us with the list?

Aug 15, 2007 03:52 AM

Karen Ross

Esslinger Wooten Maxwell - Weston, FL

Victor -- do you ever sleep?

Aug 15, 2007 03:54 AM

JoAnn Hostutler

EWM Realtors - Weston, FL

Karen - How about instead of you are fired!! This may not be the company for you! That's the kind of day it's been. Great post, keep the ideas coming. JoAnn

Aug 15, 2007 01:55 PM

Karen Ross

Esslinger Wooten Maxwell - Weston, FL

Todd and Ya'll:

Jack Griffin also wrote How to Say It Best - I do not have that one but will try to secure it.

Dianna Booher, author of Communicate with Confidence! McGraw Hill, publishers

One of Dianna's tips: Tip No. 684 - AVOID THE TERM "NEGOTIATE"

The word negotiate connotes a winner and a loser.

Alternatives to Negotiate:

Come to An Agreement

Work out a Plan

Arrive at a Workable Solution

This book is filled with 1042 communication tips. I had the pleasure of hearing Ms. Booher speak at a seminar. Of course, she was a phenomenal speaker/presenter.

Dianna Booher wrote The Worth of a Woman's Words, The power of What we say to build or destroy, heal or hurt, inspire or discourage, Word Publishing.

Dianna Booher wrote, Speak with Confidence, Powerful Presentations that Inform, Inspire, and Persuade, McGraw-Hill, publishers

Presentation Books for Successful Speakers (and listing presentation work):

Lilly Walters wrote, Secrets of Successful Speakers, How You Can Motivate, Captivate & Persuade, McGraw-Hill, publishers

Ivy Naistadt wrote, Speak Without Fear, a total system for becoming a natural, confident communicator,Harper-Collins publishers

Lani Arrendondo wrote, How to Present Like a Pro, Getting People to See Things Your Way, McGraw-Hill, publishers

Presenting to Win, Jerry Weissman, Prentice-Hall, publishers. This is about the Art of Telling Your Story

And for any agent who works with the Brits (we love the Brits!!!!!!), you need a book by Jeremy Smith, BUM BAGS AND FANNY PACKS, A British American Dictionary.Carroll & Graf, publishers.

I will be on the hunt to extend our growing list of better words to say that will work for all of us!

I have tons of books on writing, how to write, writing children's books, etc., etc., I have been collecting them for years because I am a member of the Writer's Digest.

Aug 15, 2007 02:29 PM

Karen Ross

Esslinger Wooten Maxwell - Weston, FL

JoAnn -- The Donald may disagree with you! ha!

Aug 15, 2007 02:39 PM

Karen Ross

Esslinger Wooten Maxwell - Weston, FL

"Sign on the dotted line" should be replaced with, "with your acknowledgement right here," or "with your approval right here," . . . . .

Aug 18, 2007 02:55 AM

Ines Garcia

INES GARCIA/Avanti Way Realty - Weston, FL

Real Estate for Real People

Having a list would be great but it will be wonderful if we could engrave them in our brain.

Aug 20, 2007 02:26 PM

Renee L. Norton

Birmingham, AL

Instead of "you shoud do..." or "that won't work", or "I have a better idea" try "You might want to consider..."

Aug 20, 2007 06:18 PM

Debra Spadafora

EWM - Pinecrest, FL

Instead of Price Reduction - Reposition the property

Aug 21, 2007 02:45 AM

Darin Haughie

Esslinger-Wooten-Maxwell, Inc. (EWM) - Pinecrest, FL

Karen you know I am STILL your biggest fan! (cheering in the back ground) a lot of great quotes from everybody. Just for the record, I am with the DON you're Fired is right on the the money.

May 16, 2008 12:20 PM

Kim Martinez

Advantage Homes - Santa Barbara, CA

Santa Barbara Real Estate Specialist

Hi Karen, what a great thing to blog about! Keeps our heads in the "customer's head!"

OK Here's a couple for you:

People don't like to "sign" things they are OK with "approving" things though!

People don't like "contracts" but they are Ok with "the paperwork."

People don't care what "company policy" is they are OK with doing what "all of our most successful customers are doing" though.

Remember, asking questions with obvious answers to them can be a powerful way to get them to come to the conclusion you want them to come to...and it's their idea!

As sales people, we have gotten into a habit of "telling" people what they need to do in order to save our personal time. I would like to suggest that customers are more sophisticated than they have been in years past and will not reapond positively to that tactic. We should consider making a list of what needs to be done for them...give them the time deadlines and consequenses of missing those deadlines, in writing. We then ask them when each item will be done...item by item (gently) ...getting their agreement...taking notes and giving them a copy of it. Then you can follow up with them and see how to do lists are going and if they are on schedule. Of they're not doing well, repeat the process...list what needs to still be done and by when...find out when they think they will complete each item and go from there...That puts their responsibilities on them and allows you to be the professional and still let them make the "decisions" on what task and by when...

Let me know what you think about that idea!

May 16, 2008 05:53 PM