Phone inquiries

A - Phone Inquiries:Prepared to handle calls?

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Keep a fact sheet beside each phone. It should list all the details, from lot size to real estate taxes. All adult family members should be familiar with this list. Buyers are skittish. They may not call back if they don’t get basic information with their first call.

Focus on objective:

You want an appointment. Extend an invitation at the end of your conversation. “Would the morning be a good time for you to stop by and see our house or is the afternoon better?” If they say they want to talk to their spouse about it, realize you will probably never hear from them again. But go ahead and invite them to your next open house.

Keep a log:

Maintain a record of calls with dates and information provided by the buyers. Use a copy of your fact sheet to track each caller. Check off items they asked about and jot down key comments.

Give generalities to the caller:

Begin with the style of the home, number of bedrooms and baths and a few details–you just need to start somewhere. The prospect probably knows this stuff anyway from your advertising. Now politely ask, "What would you like to know about the home?" Their questions will tell you what they think is important.

Try to add some intangible benefits–security, privacy, convenience, low maintenance, excellent condition, etc. Remember your objective - an appointment. 

Ask the key question:

If callers don't know the price, they usually ask this first. It's very irritating when, five minutes into a call, buyers reveal that the home is above their range. Therefore, near the beginning of the conversation, after providing the price, ask the key question, " Is that in the price range you're considering?"    

If they give a negative response, suggest they call a lender about flexible rates and loan plans for increasing their buying power. This could get the buyer to act, especially if you're ready with the names and numbers of a lender or two. 

If they sound positive about the price, ask what they'd like to know about the home. Be prepared to tell them how to get to your home and, needless to say, from different directions.

Why ask for their phone number?  

If an appointment is made, get the prospect’s phone number. Use it to confirm the time.        If the prospects show real interest and live close, a drive-by could reveal a lot of information. Are they on the market or possibly have a contract pending/accepted sign? Or you may recognize it as the home that’s been on the market forever.

Their current housing tells you a lot about them and possible moving motivations (lot size, busy street, small garage, declining neighborhood, etc). The more you know about your buyers the more it will help in the negotiating phase. 

 

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