You Had Me At Hello

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PowerPoint Presentation:

(the top five Door Closers and how to avoid them) Mary Banen Bill Spadea

Let’s begin with a call (this will explain the title of our session):

Let ’ s begin with a call (this will explain the title of our session)

Door Closer #5: Overtalking:

Door Closer #5: Overtalking gotten this . . . some of the websites do not pick up the feed. I have new pictures . . . It ’ s basically almost finished. Not totally. They took a big, old house that was falling apart and they basically gutted it and they also moved the garage forward so they added behind the garage, on top of the garage . . . no. Not behind but on top of the garage. New construction on the original foundation. The original basement that ’ s been added onto. It ’ s listed as “ Under Construction? ” So the story is . . . I don ’ t know where you ’ ve

Door Closer #5: Overtalking:

Door Closer #5: Overtalking OK . . . Is it complete? It is basically complete. They ’ re still finishing up some bathrooms and things like that. The appliances are not in because they ’ re letting the buyers pick the appliances. They um . . . what do you call it . . . there ’ s a dollar amount you can spend up to . . . The builder gets good breaks on appliances so if you pick out, I don ’ t know, a JenAir and you pay $600 less he ’ ll pass that savings on to you . . . .

Any guesses on how long this call actually ran? :

Any guesses on how long this call actually ran? Over 17 minutes AND . . . No appointment set. She ’ s going to eMail information to the customer. Ouch.

So what do you do about it?:

So what do you do about it?

How about this . . . ?:

How about this . . . ? “ It ’ s listed as under construction because there are just a few things to finish up. I ’ d love to show this to you. I have time today at 5pm or tomorrow at 10am. Which would be more convenient? . . . Great! I ’ ll send you directions to my office. And then we ’ ll go take a look. I ’ m looking forward to meeting you, Michelle! Again my name is Mary and my contact information will be in the eMail. ”

Some of you might be thinking . . . :

Some of you might be thinking . . . Wait a minute . . . That ’ s fine for this situation because the house is empty . . . Most are resales. How do you know the property will be available to be shown when the customer is available to see it? You don ’ t. HOWEVER, answer this question . . .

Question . . . :

Question . . . What percentage of time do customers wind up purchasing the house they called in on? Then why do we behave as though it ’ s 100% of the time? Internal Study: March 2011. Out of 100 randomly selected customers, 1% of customers purchased the house they inquired about.

PowerPoint Presentation:

It ’ s like catching lightning in bottle

Don’t Call Them Back, Close them Immediately!:

Don ’ t Call Them Back, Close them Immediately! If you don ’ t close them on the initial call, you risk losing them. ASSUME you can get into the property at the requested time. Just set the date, time and place (your office) You ’ ve got lightning in a bottle Take advantage of it!

Kenneth White Closes for the Appointment:

Let ’ s hear an example of a good call. Listen as Kenneth: Asked, listened and learned Took control of the conversation Closed for the appointment and didn ’ t rely on the computer to do it! Kenneth White Normandy Beach, NJ Office Kenneth White Closes for the Appointment

Kenneth White Closes for the Appointment:

Kenneth White Closes for the Appointment “ Well, basically the property. “ What about this house attracted you to it John? ” “ I went up there twice, and to me it looked like “ When did you want to go take a look at this John? ” “ Let ’ s say tomorrow, about one or two o ’ clock? ” “ Alright, why don ’ t we do this. You live in Jackson you said? ” “ Yeah. ” it was vacant. ” “ I ’ m OK. ” “ Hi John, how are you? ”

Kenneth White Closes for the Appointment:

Kenneth White Closes for the Appointment “ Why don ’ t you meet me in my office on Hooper Avenue in Toms River? What time did you say “ Say about one-thirty, two o ’ clock. ” “ Okay one-thirty, two o ’ clock. Meet me at my office house. I ’ ll meet you there around 1 o ’ clock. Is that good for you? ” “ Yeah. ” you have to go down? ” in Toms River and we ’ ll take a ride to look at this “ Okay this way I ’ ll check this out. Is there anything else you had in mind in that area? ”

Kenneth White Closes for the Appointment:

Kenneth White Closes for the Appointment “ So far just that one. So far. ” if there ’ s anything else available down there that “ Okay well when you come in tomorrow we ’ ll see them tomorrow. How ’ s that sound? ” “ Okay. ” “ So I ’ ll meet you tomorrow at one o ’ clock at the Toms River office and then we ’ ll take it from there. ” “ Alright good enough. ” you might be interested in and in the meantime I ’ ll try myself to see if I can find something for you and maybe we can take a look at one or two of “ Good enough John. Have a good day. Bye-bye. ”

Kenneth White Closes for the Appointment:

Even though he works out of Normandy Beach, he referred the customer to the Toms River office because it was closer for the customer. Nice job, don ’ t you think? Kenneth White Normandy Beach, NJ Office Kenneth White Closes for the Appointment

Let’s listen to some clips for our next “Door Closer”:

Let ’ s listen to some clips for our next “ Door Closer ”

Door Closer #4: Leading with a Close-Ended Question:

Door Closer #4: Leading with a Close-Ended Question Is this the first property you looked at for your dad? So you ’ re looking for a place in Athens? You ’ re in the market to buy something in Bedminster? And you ’ re looking at townhomes? Did you drive by the properties or did you strictly look them up on the internet? Are you just starting out your search or have you been looking for a property for awhile?

So what do you do about it?:

So what do you do about it?

Ask a question to learn about them . . . :

Ask a question to learn about them . . . What was it about this property that first attracted you? OR I love Jersey City. What ’ s drawing you to this great community? Then LISTEN.

Listen to How the Tone of the Conversation Changes!:

Listen to How the Tone of the Conversation Changes! but still has been maintained pretty well. “ So what is it you liked about that property? ” “ We were looking for something, you know, older We want that character of the older homes, but we don ’ t want something that ’ s just plain and vinyl or anything like that. ”

Can you ask this question . . . :

Can you ask this question . . . If you ’ re driving in your car? If you ’ re not at your computer? If you ’ ve never been in the property? “ What was it that attracted you to this property? ”

Ready for “Door Closer” #3?:

Ready for “ Door Closer ” #3?

Door Closer #3: eMailing Listings:

Door Closer #3: eMailing Listings

Why do we eMail Listings?:

Why do we eMail Listings? Flip Chart Responses

Top Reasons for NOT eMailing:

Top Reasons for NOT eMailing You ’ re not providing any additional value by eMailing a listing. What can they get from YOU they can ’ t easily get on the computer? It ’ s not going to happen through the eMail. We avoid hearing “ no ” -- everyone says “ yes ” when we offer to eMail listings. MOST IMPORTANTLY: It ’ s a block for meeting.

So what do you do about it?:

So what do you do about it?

NEVER NEVER NEVER eMail a listing to a Customer you have not yet met. Period. (Put this in your Personal Rule Book):

NEVER NEVER NEVER eMail a listing to a Customer you have not yet met. Period. ( Put this in your Personal Rule Book)

Door Closer #2: I’ll Call You Back:

Door Closer #2: I ’ ll Call You Back WHAT? You can ’ t be serious! (Yes, we are.) Out of 100 randomly selected calls (the first interaction our customers had with one of our Sales Associates), 47% ended with a promise to Call Back

Door Closer #2: I’ll Call You Back:

Door Closer #2: I ’ ll Call You Back The big question . . . . WHY? Why would an associate need to call the customer back? Let ’ s hear.

And what do you say when you’re in your car, NOT at your computer, unsure if you can get into the property at the requested time? :

And what do you say when you ’ re in your car, NOT at your computer, unsure if you can get into the property at the requested time?

PowerPoint Presentation:

“ What was it about this property that first attracted you? . . . . . [then] I ’ m in between appointments and would love to meet with you and show you this property and any others that meet your requirements. I can meet with you on Thursday at around 2pm or Saturday at 10am. Which works better for you? ” Try this Door Opener Dialogue . . . Tip: Memorize 5 different times on your schedule every week that you set aside for customer meetings and always meet at the office. FIVE SLOTS AND FILL THEM!

PowerPoint Presentation:

“ I ’ m in between appointments . . . I would love to meet with you and show you this property and any others that meet your requirements. I can meet with you on Thursday at around 2pm or Saturday at 10am. Which works better for you? ” Let ’ s Try it Together . . .

PowerPoint Presentation:

Step Away from the Computer!

PowerPoint Presentation:

When at the Computer, You Turn into . . .

PowerPoint Presentation:

Information Giver Leads with, “ What questions can I answer ? ” Able to answer every question right from the computer Answers question after question and asks nothing in return Vomits information - How much seller paid for house, taxes, etc. Never asks to meet. Just keeps giving information.

PowerPoint Presentation:

“ I ’ m in between appointments . . . I would love to meet with you and show you this property and any others that meet your requirements. I can meet with you on Thursday at around 2pm or Saturday at 10am. Which works better for you? ” Meet them in the office. Don ’ t be an Info Giver. Be a Sales Person!

Door Closer #1: Not excited or positive:

Door Closer #1: Not excited or positive Number #1 Door Closer is about attitude. You have to have a mindset . . . “ I want to meet this person ” and be positive and enthusiastic about it.

Tonya is Positive and Enthusiastic:

“ I ’ d love to get together with you this week and meet. We ’ ll talk about what you ’ re looking for and see if we can find that first home for you guys . . . then we can go out and take a look at this house. How would Tuesday or Wednesday evening work for you? ” “ OK! We ’ ll meet at my office in Paoli. I ’ ll send you an eMail with all my contact information and I ’ ll work at getting an appointment set up. ” Tonya is Positive and Enthusiastic

Here’s to Your Success!:

Here ’ s to Your Success! Avoid the top Five Door Closers and . . . Be excited and positive (have an “ I ’ d love to meet with you ” mindset) Set the appointment on that call (avoid “ I ’ ll call you back ” at all costs!) Offer to meet (versus offering to eMail listings) Lead with an open-ended question ( “ What was is about this property that first attracted you? ” ) Keep it short and ask for the appointment (versus overtalking)

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