Controlling Pace and Keeping on Topic

AZBroker

In our industry, real estate, it's not uncommon for a "Seller" to try and control the conversation. After all, it's their home and you are being interviewed.

In anticipation of this, we train our agents the different stages where they can regain control if they get off track.

Bizal

Gilbert

What do you mean?

MagicMan

Can you elaborate?

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You will think your next thought, act your next action and feel your next feeling based upon everything that's ever happened to you in your past. You are the sum total of all your past!

Bizal

Before any meeting do your home work



1: Provide an agenda

2: Get their input into the agenda

3: Find out how long they have

4: Confirm the meeting and agenda in writing ( email is OK)

5: Find complimentary incumbents and trade a good word in your prospects ear for a good word in one of your clients that they are not working with.

MagicMan

Bizal, I believe DOC MC's issue wasn't about the "Agenda" but about clients with fast paced and high strung personalities who ask a series of rapid-fire questions straight out of the gate. He mentioned that this quite often throws him off his game.

What are your suggestions on how to better handle this type of customer while still keeping the call on topic?

Doc MC

Thanks to everyone for your input. Bizal, You make a good point in that if I were more prepared on some of these calls, I may handle these situations better. That being said, nobody is perfect, and the agenda preparation to the extent that you detailed above is IMO quite a bit of overkill for most sales calls.

MagicMan, you are correct about my question. No matter how prepared a salesperson is there are situations that each of us find difficult to handle. This customer type is the one that I have the most difficulty with. Have you come across this or other personality types that you have difficulty with? How do you handle those situations?

MagicMan

This personality type is not uncommon. I think the number one tool in situations like this is "Rapport." Here's one example and I have many more:

Not long ago I was in the field working with a new rep. We had an appointment with a successful husband and wife management team. We arrive on time, are escorted in to the office and them BAM! Just as we sit down the husband goes to town about this that and the other. He's talking so fast there is no room to get a word in edgewise and nothing he is saying is complimentary, if you know what I mean.

Now this new rep who thought he was the cat's meow "before the interview" starts to get this worried look on his face and begins to show the outward physical signs of defeat.

So what did I do? I sat there and listened. The way I see it the more I let them talk the more they are going to like me. [Long story for another thread.]

Anyway, I was lucky enough to spot a break when the husband very adamantly proclaimed, "My wife and I have already discussed this and agreed that we will not under any circumstances be using your services."

You should have seen that new rep. He actually stood up to leave.

So what did I say? I responded to his statement by saying, "Yes you will and here's why." I then proceeded to detail my understanding of his situation. [I believe Jeffrey calls this "Mind Reading."] When I had finished "detailing" for these folks their situation [pain development] I then showed them a better way. Twenty (20) minutes later I walked out with a signed agreement.

My point: When "rapport" has been established you can say those things that need to be said but would normally kill the conversation.

Jeff Blackwell

Yes, those are what I refer to as "Mind Reading Statements."