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Module 2: Objectives

Module 2: Objectives. Learn the Magic words for handling inbound leads How to start the day off right and be mentally prepared Learn pre-screening tips & tools to make the call go smoothly Learn how to establish trust & rapport instantly Learn basic phone etiquette to sound professional

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Module 2: Objectives

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  1. Module 2: Objectives • Learn the Magic words for handling inbound leads • How to start the day off right and be mentally prepared • Learn pre-screening tips & tools to make the call go smoothly • Learn how to establish trust & rapport instantly • Learn basic phone etiquette to sound professional • Learn how to organize your desk • Learn a basic script without sounding canned • Learn how to overcome basic objections on the phone • Learn how to close for the appointment • Have a decision tree so you know if it is a deal or not to set the appointment

  2. Starting the Day—Be Mentally Prepared • Start the day with a plan • Start day with something inspiring and positive—devotional • Make sure surroundings have positive impact • Desk area clean and organized • Affirmations • Phone script and property info sheets ready • Know Your Criteria

  3. Basic Phone Etiquette • Be professional, polite and pleasant • Keep your mouth empty when on phone • Don’t breathe directly into mouthpiece when listening • Environment—try to stay away from loud noises • Focus on the conversation • Use speaker phone as little as possible

  4. Developing Instant Rapport & Trust • Answer in a professional manner • Offer to help right away, “How may I help You?” • Are you smiling • Keep it conversational • Know your script but don’t sound canned • Make it flow smoothly • Always be polite • Start to uncover hot buttons Tip: Record some of your calls

  5. ACTIVE LISTENING TO BUILD RAPPORT • Take Note of keywords your prospect uses • Do they talk in pictures, feelings, or sounds? . . . • visual - “I see what you’re saying” • emotions – “I feel frustrated by this” • auditory – “I hear what you’re saying” • Recognize pace of speech, volume, and the non-words – mirror • breathing pattern • they’ll feel you have a better understanding of their needs • Pause for effect • Keep “I” to a minimum – there is no “I” in Team

  6. Handling Tough Callers--Objections • How much will you pay me • Don’t want to give mortgage info • Just give me a number • Don’t come out if you are just going to low ball me

  7. How Much Will You Pay Me? Rest assured Mr. Jones, once I see the house I will give you our best offer. While I’m there I will also make sure that you feel comfortable and can clearly see the benefits of working with us. How does Tuesday at 9am work for you? Why Do You Need My Mortgage Information? What I’m going to do for you right away is go to work on the best selling solutions for you and your house. When I come out there I will be presenting you with my best offer and in order to do that I need to have all the pieces of the puzzle. When we go to closing I’ll need to have that information for the title company so we can progress forward. What was that mortgage balance?

  8. CHOOSE POSITIVE STATEMENTS: Negative: “You don’t have to deal with the hassle of listing your house.” Positive: “This solution provides you with the freedom of knowing your house is sold.” Negative: “We’re not here to swindle you like other companies” Positive: “We build our business on referrals, that’s why we are so successful.”

  9. Positive Words • Benefit • Value • You • Safe • Proven • Save • Guarantee • Best • New • Happy • Maximize • Special • Option • Easy • Love

  10. Positive Phrases • The benefityou will receive by working with us will be an easy sale and the best price • We offer a proven solution to maximize the best price we can possibly pay you for your house • By working with us you will surely be able to enjoy the benefit of a quick sale, an easy transaction, and you’ll get the best price

  11. Closing on the Appointment • If it meets your house buying criteria • Give one day and time first • Give alternate day and time • Let them know you are ready to do business

  12. Remember: Goal of Call – Advance to Appointment

  13. Continuance vs. The Advance • I will give you a call sometime next week to see if we can get together soon -or- • I will send you some information in the mail • VS • Let’s set up an appointment for next week, say the 25th at 10am. At that time we can take a look at all the details . . . • I will be glad to provide you with an offer on the spot, once I’ve seen your house, Let’s set up a time for this week . .

  14. "The greatest mistake you can make inlife is to be continually fearing you will make one." - Elbert Hubbard

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