Every sales agent has gone through it at one time or another – they're taught a basic script in order to win more business and validate the service that they offer. However, there is problem with scripts if they don't allow for adaptation.
Too many agents will follow a standard script without adjusting to the situation. Before we go any further and discuss any strategies to engage consumers over the phone, your number one objective needs to be to build rapport. Without this, you are wasting your time.
Think of it like this: if a stranger asked you to do them a favour, chances are you wouldn't do it, however if a close friend, that has been there for you through good and bad times asked you for the same request, chances are you would do it. What makes you more compelled to act for one person and not another? The answer is trust, and these scripts may help you go along the right path to build it.
1. Calling a person who has requested you to contact them.
This should be a relatively easy call because they are interested in hearing from you.
Hi ___________, this is _________ with ________ Real Estate; have you got a minute to speak? Always pause here and wait for their response.
You recently contacted me through Homely and I understand that you were interested in learning a bit more about the property at ____(address)____ in ___(city)___.
I simply wanted to introduce myself and let you know that I am happy to answer any questions you may have or can do some additional research for you on homes in the neighbourhoods you’re interested in. If you’d like, I’d love to send you a collection of information that indicates the market in that area over the last six months. Would that be helpful? Then, wait for their answer.
Great! What is the best email to send it over to? Wait for answer here as well.
Well, I don't want to take up too much of your time as I'm sure you're busy, but I’ll send that report along shortly, and in the meantime, I'm here for you if you need anything with regards to real estate.
Next steps: You should have a pre-formatted email that thanks them for their time, provides gaps for you to insert the information about that specific suburb, and pulls in recent listings. A call a few days later is essential.
2. Sample introduction phone call after an enquiry has been made.
Use this for people in the neighbourhood you cover that you haven't previously contacted.
Hi ___________, this is _________ with ________ Real Estate; you recently contacted me through Homely and I understand that you were interested in learning a bit more about the property at ____(address)____ in ___(city)___.
I saw that you had a question about ____(question)____. If the question is easy then you should answer immediately, if however the prospect has requested a s 32 etc. you should say that you’d like to pull together a personalised market listing report for them and that you'll send it across with the s 32.
Would that be helpful? Wait for answer.
Great! What would be the best way to deliver that to you? Wait for answer before continuing.
On a side note, how are you finding the market? Wait for answer. Here you can engage in a bit of discussion as it is likely they will want your opinion as well.
Well, I don't want to take up too much of your time as I'm sure you’re busy, but I’ll send along your requested information and that report shortly, and in the meantime, I'm here for you if you need anything with regards to real estate.
Next steps: Quickly follow-up with the requested information, a market listing report and a s 32 – as they have requested content about the property, and then follow-up again in a few days.
3. An email following up a specific question asked of you.
Use this when a lead asks a question through your online ad.
Good morning ______! This is _________ with ________ Real Estate; you recently contacted me through Homely and I noticed that you were interested in learning a bit more about the property at ____(address)____ in ___(city)___.
Insert one of the following or similar questions in your e-mail.
Are you looking for a home with a garage, yard, 3 BDR?
List the features on the property they enquired about to find out what it is they specifically want. Chances are this property may not be for them but you need to understand their motivations for enquiring.
Here you must qualify their level of immediate interest and if it's worth taking them through the listing. The key here is to code their needs up: if they want a 3BDR Victorian, have it in a database so that you alert them when every 3BDR home Victorian comes in to your database. Also stay on top of their needs, if they change.
Whenever you are ready to start looking or have questions about a property, don’t hesitate to reach out to me. I am always here to help! Have a wonderful day!
It's important to know that all scripts need adapting – don't try and feed a script to every client without taking their personal needs into consideration. The difference between you and other agents needs to be that you take in the personal desires of all of the prospects you meet. Remembering little things like the name of a prospect's child or family pet always go down well.
ABOUT THE AUTHOR
Rocky Bartolotto is the national sales director for homely.com.au. Rocky's extensive experience in introducing new product offerings to the market and client management abilities makes him one of the most knowledgeable property specialists in the country. In addition to his time working in the online space, Rocky is also one of Sydney’s top auctioneers, with over 4,000 auctions performed through his business. He is the director and chief auctioneer at Property Auction Services.