Understanding your client's situation is formost an essential part of our Real Esate business. In counceling my agents, these issues are abundant due to the nature of our business. Real Estate is informational, psychological and emotional. Clients/customers will not freely give you all the information you need to help them. A good agent will do some probing to find out what the initial concerns may be. Remembering to listen and learn more about your customers and clients will help you in developing a strong relationship.
In General, decisions made by Sellers are practical and logical. Decisions made by buyers are based on emotions.
To better understand the client/customer concerns, ask open ended questions like Why? When? What? Where? and How? This will help them answer you (the agent) in greater detail so that you can better understand their needs.
Always consider the client/customer's feelings and try to create a positive mental image.
Words to create that positive image are:
- Easy
- Advantage
- Adjustment, price position
- Approve, acknowledge
- Discovery
- Investment range
- Transaction
Words NOT to use are:
- Let me be honest
- Trust Me
- Is that clear?
- Cheap, cheaper, or lowest
- Sign here
- Deal
Remember these terms when dealing with customers/clients:
- sympathy - is to feel what someone is feeling
- empathy - is to understand what someone is feeling
- apathy - is not feeling anything at all
In today's market, it is essential for agents to step back and process these emotions to better service our community's need for Real Estate.
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