Focusing on the Point of Sale Meet More Customers Earn More $$

Agenda Celebrate Success Objections and Challenges – brainstorm some dialogue, tips and techiques The best way to scrub every lead

Has anyone used these? Key Actions: SMILE, Greet & Get Contact Info Ask, Listen & Learn Show What You Know Close Green for the Walk-ins, Red for the Phone, and Blue for Open Houses Who has used this? How has the dialogue worked?

Success Story using the Key Actions Greet and Smile (Warm, friendly, likable. Introduce yourself again.) Gather Contact Information (Since ISCs get this, use their name during the conversation and confirm contact information “just in case we get disconnected . . . ”) Ask, Listen and Learn Show What You Know Close (for an appointment) LD by month report 4

Let’s listen in to some good clips taken from actual calls Greet and Smile (Warm, friendly, likable. Introduce yourself again.) Gather Contact Information (Since ISCs get this, use their name during the conversation and confirm contact information “just in case we get disconnected . . . ”) Ask, Listen and Learn Show What You Know Close (for an appointment) Warm Open LD by month report Nice Open, Good Question Pretty good close 5

Question . . . Out of these five key actions, which one do you think needs the most improvement (overall . . . Companywide)?

Our greatest Opportunity . . . Greet and Smile (Warm, friendly, likable. Introduce yourself again.) Gather Contact Information (Since ISCs get this, use their name during the conversation and confirm contact information “just in case we get disconnected . . . ”) Ask, Listen and Learn Show What You Know Close (for an appointment) LD by month report Montage 7

Why do we need to call them back? “I’ll have to call you back to see when we can get in to preview this property. What’s the best number to reach you?”

Question . . . What percentage of time do customers wind up purchasing the house they called in on? Then why do we behave as though it’s 100% of the time? Internal Study: March 2011. Out of 100 randomly selected transactions, 17% of customers purchased the house they inquired about.

Why do we need to call them back? Have you ever left messages back and forth? Is it more efficient to book the meeting on the very first call? What’s the chance of you being able to show the house or comparable houses? What strategies could you employ to get the meeting on that very same call? 10-min. Discussion and Dialogue

Door Closers & Door Openers Instead, say: While I’m pulling this up on the system, what was it about that property that attracted you? Get them talking. Maybe you know of a listing that’s just coming on the market that would be perfect for them! Close for the meeting It’s all over when you say . . . I have to call the listing agent to see when we can get in That house is under contract That’s a short sale That’s bank-owned.

Try this question in your next conversation . . . What was it about this property that first attracted you?

Ask to Meet! Then close for the meeting with . . . “Let’s meet on Thursday. I can show you this property and a few others that meet your needs.”

Do you honestly believe . . . Do you believe from your nose to your toes that your customers would be much better off meeting with you first before you show them one single home? Why? What value do you provide?

Question . . . Who here is on WLN? What happens when you’re in the shower, or just walking into a listing appointment and the customer calls? What do you do?

The “Assumptive Close” I can meet with you at 6pm on Tuesday. Does that work for you? I’ll eMail you . . . I’ll call you back . . Let me find out . .

Try this Close . . . “I’m just walking into an appointment and would love to talk with you and show you this property. I can meet with you on Thursday at around 5pm. Would that work for you?” Tip: Memorize 3 different times on your schedule every week that you set aside for customer meetings and always meet at the office.

What’s the best way to scrub a lead? Ask them to meet with you. (The ones who do are your best leads.)

Thank you for your time today!