Some time ago we interviewed agents who have been successful working referrals from our service and compiled their suggestions and insights into a brochure we call the "Learn and Earn." We then send that brochure to new agents who begin working with Real Estate Pipeline in hopes that it helps them find a higher level of success with our service.
Among the included information is that posted below. My thought in posting it here is the following information may be of service to all agents, regardless of how they first make contact with a potential client. Just remember, it is important what we say and how we say it. The following are examples of things agents probably shouldn't say to those they want to have a long, successful relationship with.
Certain phrases seem to continually pop up during the course of a presentation/phone call/appointment that simply take a client's confidence and shake it to the very core. Never, ever find yourself saying:
v "I was just in the area and thought I would stop by..." Seriously? You have nothing better to do than “drop by” unannounced?"
v Have you got a minute?" Skip this question and just start your pitch. If they are really and truly too busy to talk to you, they will let you know.)
v "I'll try." Either you can or you can’t. If you don’t know, find out.
v "I'm really not sure." Again, if you don’t know an answer, find out. And try to be prepared so you know the answers.
v "It's not my fault." Sure it is. You are the clients contact. Apologize for what has gone wrong and fix it.
v "What do I have to do to get you started today?" You would be far better off asking if there are other issues or concerns stopping things from moving forward.
v "We are the lowest price in town." Really? Is this how you want to compete? Go another direction.
v "Always" and "Never." Remember, there is an exception to every rule. Unless you have it in an iron-clad contract that can be upheld in court, avoid using absolute statements like these.
v "What you need is...." What they need? Careful, they are the decision makers.
v "Trust me." Probably not. Trust is like love.It’s built over time and the only way to gain it is by earning it."
v “Honestly, this is …” So, the rest of what you said wasn’t honest?
Again, it’s not just what you say; it’s how you say it.