Would You Hire You?

QUICKLY BUILD RAPPORT

Typically I teach agents to show up on time for listing appointments, totally organized, looking sharp, with a small gift like coffee and cake. As you are heading toward the kitchen to set up for your appointment, you should scan the house looking for clues as to whether they have kids or pets or vacation pictures so you can spend the first 10 minutes of the appointment asking them about their life to get to know more about them. People will not do business with you unless they like you and trust you, so taking time to small chat can bring up common interests that build bonds.

Unfortunately, it is harder to make a human connection when you meet clients through videoconference. How do you build rapport without going straight to business? Ask the right questions. Start your presentation by saying: “Before we jump into business, it would help me if I can get to know a little more about you. Tell me, what do you like to do when you are not selling houses?” Try to find common ground. Do you both have kids? Have you both vacationed in the same places? Finding things you have in common quickly builds trust. Do not move to business until you feel a warmth settle over the conversation. If you move to business too quickly, your presentation will feel one-sided, and their decision will come down to two things…price and commission.

KNOW YOUR STUFF

Pre-virus, we had the luxury of researching market stats on a monthly or quarterly basis. However, right now, market conditions are changing daily. Your intimate understanding of inventory levels and current buyer demand will assist you in creating an accurate picture for the seller. Without that accurate picture, sellers won’t feel confident putting their house on the market and buyers will sit on the sidelines.

In most markets, inventory levels are critically low and there is pent up buyer demand, so prices are holding steady. In other markets, both buyers and sellers left the market at the same time, so prices are holding steady. Depending on whether we see another spike, the situation can change quickly. You need to research your market stats every morning to bring the most relevant information to your clients.

GIVE CLIENTS CONFIDENCE

Your clients trust you to give them good advice. You need to be able to explain to them why NOW is a great time to make a move.

When you talk to sellers, let them know inventory levels are low and buyer demand is high. Many listings are selling quickly with multiple offers, but demand is subject to change in a New York minute, so they are better to list now in case the market slows down.

When you talk to buyers, let them know interest rates are at an all-time low, meaning they can buy more house for lower monthly carrying costs. Present lending policies are favorable, but that can change without notice. If the economy retreats, banks tighten their lending policies, which makes it more difficult for buyers to qualify. My suggestion to any buyer is to do it now.

CREATE A PROFESSIONAL IMAGE

Every day I meet virtually with agents. After months of doing online meetings, I am shocked with how thoughtless many agents are about creating the right appearance online. First impressions are everything in sales, and creating the right image is critical to build connections. Here are seven suggestions to improve your image while conducting virtual presentations:

BACKGROUND: What are you clients seeing behind you? Don’t use a virtual background, they look fake. Find a clean, uncluttered, attractive spot in your house to use as your backdrop. If you have a bookcase behind you, everyone will look to see what books you are reading. What does that say about you?

LIGHTING: You must position your computer in a place where you have good lighting in front of you. If you have a window behind you, all your client will see is a dark silhouette. They can’t build a connection with you if they can’t see you properly.

SOUND: Use a professional microphone, so your clients can clearly hear you without background noise. You can pick up a $20 lavaliere microphone from Amazon that will do the trick.

CAMERA: If your laptop webcam isn’t HD quality, invest in a plugin webcam. Place it at eye level so you are looking directly into it when you are speaking. Clients want to see your entire face, not just your forehead.

KIDS/PETS: If you were doing a presentation in a professional setting, you wouldn’t have kids running around in the background or dogs barking. It’s distracts your clients and it doesn’t look professional.

WIFI: Virtual presentations require a strong wifi signal. If your signal is spotty, be prepared to use your phone’s hotspot as a backup. Consider putting wifi boosters throughout your house or hardwire your laptop directly into your modem if possible. Investigate which providers have the fastest, most reliable internet in your area and consider switching.

SHOW UP EARLY: You only get one chance to make a great impression. Log onto your meeting 15 minutes early so you are waiting for clients when they sign in. Test your audio and video settings. Have your presentation loaded and ready to go. Know your system inside and out, so you can help clients troubleshoot if they have trouble logging on.