Handling The Incoming Call Objectives Understand The Psychology

Handling The Incoming Call

Objectives • Understand The Psychology And Objectives Of Incoming Callers. • Better Preparing For These Important Calls • Closing For Appointments - Sample Dialogues.

Incoming Calls • The Appointment – Probably not one to show the home they are calling about – 95% will eliminate the home but they will eventually buy another – You’re seeking an appointment to: • Meet the caller face-to-face, preferably at your office. • Determine their needs and wants. • “Sell” them on you and your Weichert® office. • Get them pre-approved for a loan. • And then show them a number of homes that appear to match those needs! 3

Incoming Calls • Desired outcome - Yours – A face to face meeting • Desired outcome - Caller – Eliminate the property from consideration • Attitude toward you • What do they truly need 4

Incoming Calls • Preparation – You need to be aware of other listings that are similar to the ones about which the caller is inquiring. – Prospects are looking for more information about a property than what they have already learned from your advertising or Web site. – But divulging everything about the property over the phone does not really help the prospect (or the seller of the home). Why? 5

Incoming Calls You need to close for a face-to-face appointment! You need to be aware of other listings that are similar to the ones about which the caller is inquiring. Prospects are looking for more information about a property than what they have already learned from your advertising or Web site. But divulging everything about the property over the phone does not really help the prospect (or the seller of the home). Why? 6

Incoming Calls • Answer - Ask – The caller is seeking information. We should provide it. – But, do not become a human answering machine! – You want to ask for a face to face meeting. – Lead the conversation be ASKING QUESTIONS 7

Swapping Questions • Try swapping questions and answers with these typical inquiries: “Where is the property located? “How many bedrooms does it have? ” “What can you tell me about this house? ” “Will the owners take less? ” 8

Task Assignments • • • Meet With Mentor Observe 2 “Opportunity Time” shifts Make 10 more Sphere of Influence contacts Complete “Results & Activities” Complete “Converting Calls During Opportunity Time”