Answer with a Polite Greeting
First of all, you want to start with a polite greeting. Sounds obvious, but if you are in the real estate industry and you are likely in between various showings, dealing with back-and-forth negotiations, or are submitting paperwork for a quick-to-sell property and you may feel stressed. For every prospective customer, however, you will want to give a reassuring greeting to start off the call and not project any of your frustrations. This can be more difficult than it sounds!
Introduce your Real Estate Agency / Realtor Name
You want to start the phone call with the official greeting of the real estate agency or your independent realtor name. Imagine if the prospect calls 20 phone numbers and 19 offices give an official greeting such as:
“Welcome to Home Dream Realty”
“Thank you for calling the Realtors of XYZ.”
But when they call your number, the prospect hears:
“Hey… how can I help you?”
Imagine you are the one phone call that doesn’t give an official greeting. It can raise concerns for the prospective customer if you do not display the same level of professionalism as others in the marketplace.
Get their Contact Info ASAP
Get the prospect’s phone number and email as soon as possible. Simply ask the prospect, “In case we get disconnected can I get a good phone number and email to reach you?”
The prospect may be getting a multitude of phone calls from other realtors, their spouse, or business partners. It can be a fast and hectic time for the prospect. They may have to end your call urgently and take another call. They may say they will call you back but as anyone knows, not everyone remembers to call back. At least by getting their contact info you can follow up and not lose the prospect if the phone call gets interrupted 10 percent of the way in.
Be ready to answer questions, share pricing pricing, define services, etc.
Be prepared to answer the typical questions in a clear and easy-to-understand manner. No one wants to hear confusing pricing or confusing information. Speak in an easy-to-understand manner that even an elementary school student would understand.
Answer Calls in a Relaxed & Calm Tone
When you talk to a potential client talk in a calm and reassuring manner. The caller is looking for someone who will guide them through this complex and life-changing property purchase. They need someone who has done this before. they want someone who will fight tooth and nail and guide the client to the best property for the best value. This is often a real estate agent who can reasonably predict electric, plumbing, roofing, and water repair costs, a realtor who knows interest rates for conventional, FHA loans, or VA loans off the top of their head, and can provide guidance on other key pieces of information to make the best buying decision.
Don’t hide your Real Estate Knowledge
Make sure your “first impression” phone call shows you know your stuff! If this phone call is your one chance to make an impression against 5 other agents don’t hide your expertise.
If the prospect reveals they like a certain neighborhood, go ahead and brag that you know that zip code block by block, the neighborhoods, interest rates, tax rates, millage rates, school districts, comparison rates and of course the main question, “Is their budget realistic with the market?” That way no one will waste their time.
Don’t sound “Too Relaxed” or “Disinterested”
With huge long-term consequences at stake and expensive fees, the caller wants to know that their real estate purchase will be handled in the best manner possible.
It is good to sound relaxed, but you don’t want to sound “too relaxed” for the customer. Also, when negotiations go toe-to-toe the customer needs to know you will fight for $100 as if it was $10,000.
No client wants a pushover real estate agent who will agree to the first bad deal without even attempting to negotiate. A first-time home buyer may not see the difference, but a veteran real estate investor will know the red flags of a weak real estate agent.
Ask to Schedule a Productive Day of Property Showings
You may think the prospect would want to schedule showings with the first real estate agent they call but you could be wrong. The caller is likely making many calls to find out who will be available and who will give them the best representation. Of course, they are reading reviews, asking for recommendations, and most importantly, they are listening for chemistry.
Match the Caller’s Volume, Speed and Tone
It is wise to match their speed and tone. If they speak fast and quickly, it would be wise to not speak at turtle speed. If they talk at a low volume it’s probably wise to lower your volume to match their level. This adds instant credibility and helps build trust.
Skip all the steps above and hire an answering service
Why torture yourself? Let’s not forget to ask the key question, “Is it worth wasting valuable hours for leads that will not pan out?” Prospects that are not interested in getting a lender or getting pre-approved for a mortgage should not get your primetime 9 AM – 5 PM business hours of your day.
What is a better solution? Hire an answering service. A professional real estate answering service can take calls, forward calls, enter info in a CRM, schedule meetings, appointments, showings, and much more.
What is the best real estate answering service? That one’s easy. That is PATLive. Don’t believe us? Just read the hundreds of five star reviews on Trustpilot.
You may ask is an answering service worth the cost? Read our ‘In-House Receptionist versus Answering Service’ price comparison and you could be saving more than $28,000. That’s money you can take to the bank.
PATLive provides quality live answering services that are friendly and highly reputable. Every customer receives a thorough online reporting package, a local or toll-free number, and 24/7 friendly customer support. A wide range of businesses rely on us for delivering a professional service to their customers, all at affordable prices.
PATLive has been serving thousands of customers since 1990 and was listed as an Inc. 500 company for 3 years.
We invest in the latest technology and only hire the best people for our 24/7 answering service. Our services are as reliable as they are innovative and come packed with features.
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