The Real Estate Book - Kingston, Ontario, Canada

Let a Realtor Welcome You Home.

Call Conversion

Things To Know & Do Before the Phone Rings...

Know your listings…

This goes without saying. To not know your listings and inventory is a crime to yourself and your customers. Always know your listings inside and out.

Know your advertising…

Always know the status of all advertised listings, even if a contract is written, be aware of seconds and contingency plans.

Know all comps…

This is the practice of knowing all properties that are very similar and comparable to ones that you have in your advertising. It makes it very easy to roll your customers into something similar.

Know all incentive ($bonus$) driven listings…

To not know all sales bonuses on listings only hurts you…If a home has a sales bonus attached to it, it means a "motivated seller" which is a great benefit to you and your customers.

Know all the office listings…

Always be aware of what is going on in your office. Deals that can "stay in house" always run smoother and are more manageable for your customers.

If you have your comps prepared you will rarely drop a call. I suggest that you have 3-4 comps prepared and written down for every advertised listing. It is much more professional to gently roll them into a comp property if you have all the information ready rather than the generic "Let me run a computerized search in that area." If you are using that line to your phone ups don’t think the last agent they just talked to said the same thing?

How to turn a call into a client
Always remember that the goal of a sales call is to establish rapport and set an appointment!!

Greeting:
Thank you for calling ____________ Realtors. This is ____________. How may I help you?
Listen!!

How did you hear about us? How did you hear about this particular property?
___ Yard Sign	___ Personal Referral	___ The Real Estate Book
___ Newspaper	___ Other

Are you currently working with another agent?_________ If so who? ___________
Take Control!!! Ask Questions. Find their true need!!!

Customer Needs:	___ Location	___ Beds	___ Baths
___ Lot Size	___ Price Range	___ Basement	___New

Do you now own or rent?________ Monthly Payment?__________

Ask about their current home.		___ Location	___ Bed
___ Sq. Ft.	___ 2 Story or Ranch	___ Lot Size	___ Bath

"Great! That sounds like something that would be a quick sell in today’s market. When would you be able to put that on the market?"
___ 1-2 Months ___ 3-5 Months ___ 6-9 Months ___ 9-12 Months ___ Over a year

Be excited! Talk about the home they called you on or a similar comp! (positives only)
___ Location School Districts		___ Features Special Financing Available
___ Advantages in working with you		___ Is this a move for you and your family?
___ How many kids?		___ How old are they?
___ Any special needs?		___ Extra land for pets or animals?
___ School prerequisites?		___ Have you circled other homes?

ABC---Always Be Closing
Your last name is spelled how? ________		Are you calling from home or work? _____
And the number there is? _____________		And where is that located? ____________

Ask for the appointment!!!
• I have some open appointments this week, would an afternoon or morning work better?
• I know of a perfect house this Sunday. What would be a good time to get together before that? (assumptive close)
• What time would be a good time for me to drop by 4-6 listings that I think you and your family would love?

Set the appointment
"Great! I’d love to meet the family in the afternoon, what would be better 5:20 or 6:40?"
Ask them if they have a pen and paper. If not, wait for them to get one. Have them write down: Your Name, The Appointment Time, Directions to your office.
The key to a successful phone call is to TAKE CONTROL OF THE CALL!!! Do not be put off if a customer is less than excited to give all their information, this is a normal reaction to people reacting to salespeople/ it is your job as a sales professional to put them at ease and deliver the info they are wanting. Always remember they did not call you for a ham sandwich, they called you with a real need. You are the professional. ACT LIKE IT!!!

Common Objections

I just want to drive by the house…

There’s not much you can tell from the outside of the house. It’ll definitely save you a lot of time if we go inspect it together.

We are just looking…

So were the last couple that just closed on the home of their dreams less than a week ago. All I want to do is empower you with the knowledge that every buyer needs.

I’m not sure how much I can get (loan)…

Great, I’d love to set you up with the premier loan officer in this area, he’s done nothing but wonderful things for my past clients. He can give you a free pre-approval in less than 24 hours.

I’ll have to check with my spouse…

I’d have to do the same thing, but lets make an appointment and if it is not conducive to his/her schedule we will shuffle it so that everyone is comfortable.

I have a friend or relative in the business…

Mr. Customer I can certainly appreciate your loyalty. Please keep in mind that this is the biggest purchase of your lifetime. I will work hard for YOU, sometimes the best business decisions are the hardest.

We really don’t know what part of town…

Now that is a concern. Luckily I grew up in this city and know it very well. I’ll be able to answer any questions you have about particular parts of town.