Active Listening is Key For communication to be successful, a respectful exchange of information must take place. Robert stresses the importance of heeding what clients have to say remarking, “Of course, when communicating with others, listening is crucial.” Only by actively listening to prospective clients can you ascertain their intent while assuring they feel understood and valued. No one likes to feel they are being ignored, a fact Robert confirms when he confides: “I’ve had quite a few experiences with people who weren’t good listeners, and it turned me off pretty quickly.” Robert also reminds agents that by actively listening, you accomplish two key things: 1) make the client “feel ... heard [and] seen,” and 2) facilitate your goal of “mining or hearing these little gold nuggets [of information] that are going to make such a huge difference in your relationship with your clients and customers.” Remember, details can make or break a deal!
Storytelling to Set the Stage When it comes time to show a house, Robert reminds realtors to keep in mind their client is looking for a home. Don’t walk in and describe the obvious. He goes on to give a humorous example of what not to say,” Hey, this room is pretty nice. It’s got blue walls.” Instead, focus on who your audience is and “try to put them in that space.” He suggests thinking back to what connected you with the potential buyer, to begin with, “You know they want to buy a house.” You also understand this is a milestone moment and they are making what will likely be “one of the most important decisions that they will ever make.” If your potential buyer is a family with young children, Robert suggests telling a story that brings the focus to the kids, such as this story he tells about his childhood bedroom: “I remember when I was a kid, I had a room that had a closet, and I had these windows, and I used to look out the window all the time at these dogs playing in my front yard.” Sharing personal stories like this one from your past paints a verbal picture for the viewers so they can begin to imagine and visualize in their minds the type of future they can build for their family in this space, making memories that last a lifetime, like the one you just shared with them from your childhood.
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