Hi everyone. So in this workshop it’s all about building the rapport. This workshop is designed specifically to increase your conversion rate from handover to connect and also to increase the conversion rate of connect to viewing as well.
Why this workshop is important because in our profession as an agent, relationship is the key. It’s everything people buy from someone, one that they trust and they feel connected with. And how can you build that relationship and get connected to your clients is through building the rapport with them.
And how can you build a rapport and get connected with your clients is at the beginning you need to understand who they are first because even though they all are the clients, but the clients, they are just different, they are just individual who have the different needs, they have a different satisfaction. All the clients, they are looking for someone who are expert and they can trust and can guide them to the right decision. Because here’s the thing, as a human we all don’t want to make wrong decision and we try so hard to avoid making a wrong decision because we don’t want to regress it.
At the end of the day, that’s why all the clients, they try to searching for someone that they can trust. And in real estate, right, it’s not just only the trust from the people, the client also searching for the property that says testify with. If they cannot find the property that they satify with, they need to looking for someone who they think that can help them.
So basically they’re looking for someone who is an expert, who know the market very well and also who they can trust. About this trust we are going to talk more about in the next workshop which is about the trust building. But in this workshop I’m going to focus on rapport building only.
As I said, before you start building the rapport, you need to understand who you are talking to. First I’m going to introduce you to these four type of clients so that when you interact with any clients you will be able to identify who they are and adjust the way how you build a rapport accordingly. So I’m going to categorize the clients in four groups by their personality, are they extrovert or introvert and also I’m going to divide it by the level of cooperation.
The first type of clients, I call it Metallogic. So Metallogic is someone who needs a lot of information and want to learn all the options available in the market. They want to compare it before making the decision.
So Mythologic, he doesn’t want someone who like very poochy or salesy because he needs time to process before he can make a decision. That’s for mythologic. So Mythologic is in the left side, right with his introvert and also he has a level of cooperation.
His level of cooperation is very high because he’s going to ask for more information from you and he want you to educate him. That’s about mythologic. The second type of the client is Mr.
Reserved. So Mitha Reserved is someone who also introvert, he rally say what he’s thinking, he rally chat with you, what his thought is, and also if you ask him any questions, he’s not going to share what he thinking about and he doesn’t want to be open up to you. So Mitha Reserved is someone who have the wall between them and outsiders and stranger.
Mitha Reserved is someone who may probably in the past, he may experience something that someone take advantage of him. That’s why he has that guard to separate him from other strangers, because he tried to protect himself from other people who try to take advantage from him. So when you deal with Mid the Reserved, you’re supposed to be aware that he also doesn’t want to share his personal lifestyle.
And when you ask some question too early about his life, his personal life, he might not be comfortable to share it with you. So that’s the second type of the client. Now the third type is Mr knowital.
So Mitha Know It All is extrovert and also have the quite low level of cooperation. So Mitha knows it all is someone who knows a lot about the market already. And he thinks that he’s superior than you.
He doesn’t want and he look at you that like you are someone who are inferior and he think that he’s smart, he knows a lot of stuff in the market and he doesn’t want to listen to your opinion. Basically, unless you can show to him that you are a real deal, like you know it’s a lot and also you are knowledgeable, you are the real expert. By showing that he will become more open to you.
That’s for Mr. Know it all. Then the fourth type it is the last one here is Mr decisive.
Mr decisive is someone who know what he wants. And even though his requirements at the beginning seem a little bit difficult, right, it’s quite difficult to find the market what he wants. But once as he found it, he’s going to take it right away.
And he’s the one who make the fast decision, know what he wants and doesn’t want to waste his time. So he preferred to talk to the agents who know what they’re talking about and can give him suggestions what is the best option for him. Those are four type of the clients and I’m going to show you the example that happened to me myself when I was an agent.
It’s a real life example. I’m going to call some of these clients and you have to guess the clients that I’m talking to is in which category. Are you ready? Yes.
Hello? Hi, good afternoon. This is Jessica from Fast Rock Real Estate. It is Smith.
Yes. Hi, Smith. How are you? I’m good, thanks.
What is this about? Actually, I received an inquiry from you just this morning for the Love Asok. May I know you’re looking to buy, right? Yes, that’s right. Okay.
Is it for investment or for residential? It’s mixed used. Okay. So it’s mixed, right? Both for residents and also investment.
Okay, got it. And actually, I have a lot of database of the stock in Bangkok areas. But may I know that? Have you been to the Lafa stock before? Yes, sure.
I’ve been there already. Okay, so you’re familiar with the location and building, right? Yes, that’s right. I see.
Actually, that building is quite nice. A lot of our clients stay there. But me and O what actually make you not go for that unit that you built before? So, as I told you, I’ve seen many units already.
But before make any decision, I want to visit more again. So maybe you have anything else in the same area to recommend? Yes, I do. I have a last Doc database.
How about I ask you some of the questions to understand what you’re looking for first? And then I will work out to see what property that might match what you’re looking for so that you save a lot of time. How does that sound? Sure, please go ahead. So for the first conversation with the clients that I just show you, he is right.
He’s metallogic. How can you say that he is metallogic? Because when I asked him why he hasn’t made any decision yet even though he’d be looking around for a while. And he said that he just want to see more options in the bracket.
He want to see more options before he can make a decision. That means he needs more data so that he can process and also he can decide which one that is the best choice for him. That’s mythologic.
Hello. Good afternoon. This is Jessica from FastFront Real Estate.
Is this Mita Sanders? Yes. Hi. How are you, Sanders? I’m good, thank you.
Okay. Actually I get your inquiry this morning on the loft Asok just to let you know that it is still available. But may I know, are you looking to buy for personal use or for investment? I’m looking just to buy.
For investment. Okay, just to buy. Okay, great.
Actually, I have a lot of stocks in this area because I specialize in Asok and also Sukumwit area and other area in Bangkok as well. I can help you with the search and also the transaction process. But before that, may I know that? Have you ever visited the Love Assault or other units in this area before? Yes.
Okay, so you know the location will, right? Okay. Actually, it’s a quite nice building. But may I know that what made you not to go with it? For the law? For so? Because you said that you will once view it once.
I am not in a rush. Okay, you’re not in a rush. Okay.
How about? I’m going to help you to serve with what you’re looking for. But before I can do that, can I ask you some of the questions so that I understand you better and also understand what is your preference? How does that sound? Send me email. I will take a look lecture.
Thank you. Okay, all right, sure. I’m going to send you some of the email with some recommendation and we go from there.
How about the second one? The second one is right. Meter reserved. So why the second one? Is the meter reserved? Because when I ask him what’s he looking for, is it for investment or personal use? He said just to buy.
And also when I ask him why he haven’t made any decision yet, he said he’s just not in a rush. And when I’m asking for the permission to ask for more questions, he said that please send me information to my email. That’s what he said.
So it seemed that he doesn’t want to answer or share his personal information. And that is how Mr. Reserve is.
Hello? Hi, good afternoon. Is this Mr. Ken? Yes, I’m Ken speaking.
Hi. This is Jessica from FastRoad Real Estate. How are you? I’m good.
Nice to meet you. Jessica. Yeah, I have received your inquiry on the loft associate just this morning.
It’s actually still available. May I know that you’re looking for your own residence or is it for investment? Yeah, I’m actually looking for investment. So if you have any hot deals or recommend me, please feel free to yes, yes, I do have a lot of investment property in Bangkok, but have you visited the Love associate before? Yeah, I own many properties in Bangkok already and I know the market well.
How about the client number three? Yes, client number three is Mittenoidal. How can I know that he is Mittenoidal? Because when I ask is he looking for investment or personal use, he said it’s for investment. And he mentioned that he owned many units in Bangkok for rental.
And he also mentioned that he know the market very well and if I have any hot deals, I can just send to his email. So that response to my question let me know right away that he’s the one who think that he know everything in the market more than me. That says Mitanoidal.
Good afternoon. Is this Mr. Kim? Yes.
Kim speaking. Hi Mr. Kim.
This is Jessica from Fastwat Real Estate. How are you? Not too bad. How about yourself? Yes, pretty good, pretty good.
So I have got your inquiry on the loft. So just this morning it’s actually still available. May I know that you’re looking for investment or for personal use for your own residence? A little bit of both, actually.
I have a plan to live there for like, you know, two to three years probably after the hundred renters. The last one is of course, MetaD. The last one is metadesis.
Because he explained to you right away that he wants something both for personal use and for investment and he had the budget in his mind, he know the size even though it sound a little bit unrealistic or difficult to find at the beginning. But he just said that if I can file this, I’m going to go for it right away. So this kind of clients for me, I think it’s quite easy to get him to connect with you because he very cooperative.
And after you understand the four types of clients now, how can you apply in your real life? I’m going to show you. You can use this formula, we call it OMIA o mia OMIA. What does this mean? OMIA.
OMIA. At the beginning, when you get connected with the client, you start with observe, which is o. You observe first what is their tone of voice, the pace that they speaking.
And also you try to observe their energy and if you happen to see them face to face, you’re supposed to observe their body language. And after you observe, then the second is mirroring m how you can mirror? You can mirror people in three different things. The first one is the tonality, right? This is like high pitch or low pitch and the pace of their speaking, it is fast, it is slow, you mirrored it beside the tonality and pace.
The second thing that you can mirror is the body language or energy, right? If they are positive, if they are neutral, or if they are a little bit of like down. So you need to adjust it. So my advice for you is that when you initiate the conversation, you try to be neutral first and when you observe that if they are very long, very fast, then you increase your tonality and speed a little bit, right? But if they are a little bit like slow, then you can decrease your pace to match with their energy level and also their tonality.
And the third thing that you can mirror beside tonality and energy level is their word. So if you want to keep the conversation going without keep asking tons of question after question that can make the clients feel that they are investigated, you know what I mean? They are interrogated by you. So you don’t want the client to feel in that way.
You’re supposed to keep the conversation going by this technique which we call mirror their words. For example, if you ask the client hi Mr. John, I know that you visited delof Associate already, but what do you like about Love Associate that made you inquire this unit? Oh, because actually I went there a couple of times.
My friends live in that building and I like the interior design and also with the fact that it’s near MRT. And also I like the facilities there and I like the fact that there’s not many units there. Oh, so you light because it’s not many units there.
That’s how you mirror. And after you say that, you know what they’re going to say. Yeah, right, Jessica.
It’s not many units there. I don’t underlight somewhere that is very crowded, too many units. I want somewhere that is more peaceful and more private.
If you mirror the last few words that they speak, it gives them the impression that you are listening to them and they tend to be more open to you and also want to share more information with you. That is how you draw more information from the clients by mirroring. So now you understand O, which is observed, m is mirror.
The third one is I. After you mirror and you ask question after question, you will be able to identify which type the client is. After you identify, then you adjust, which is a right? How can you adjust? So if you meet with someone who are metallogic, so when you interact with metallogic, he is in the introvert side.
So Metallogic, you’re supposed to speak slower than when you interact with people in the extrovert side, right? So when you speak to metal logic and met the reserved, you’re supposed to go slow, take it easy, and don’t take the celsius approach because these people will back out because they feel that you are intimidating. So metal logic, you’re supposed to educate them about information of the market. And also you need to provide some valid data that support your reasoning.
In the first email or in the first call, you’re supposed to show that you know what you’re talking about and you support your opinion and your suggestion with the real data. All right? And also, if you can show anything in number, these logical people, they think that number never lie, right? So you’re supposed to show this information to back up your recommendation. How about if your client is the second type, who are reserved, who never share their opinions to you, who not really open up to you, how can you deal with these people? You have to again, don’t take the salesy approach, don’t be pushy, don’t try to rush the process and don’t ask the personal question too soon because they’re going to think that you try to get something out of them.
You try to take advantage, right? So you’re supposed to make them feel that you are genuine. You take this slow and you give them some time to think about. And you are here genuinely to help them.
So how to interact with these people, give them time and also feed them with a lot of values. For example, show them that you know some insight and you want to share with them specifically. And they are very important client to you.
You are here with them throughout the process. You are going to hold their hand. You are here generally to help them.
That’s how you deal with these people. You cannot move fast with these clients. All right.
At the beginning it’s all about relationship. How about the third type of client? The third type of client is meet the know it all. These people, as I says in the beginning, he know, he think that he’s smarter than you, right? So in order to make him feel connected to you, these people, you have to understand that he love to interact with someone that he think that smart or intelligent, right? If you can show that you are not someone who a big talker, just talk, talk and blah, blah, blah but you are really someone who have the insight of the market, who have the access to some rare item in the market and you know, about the trends of the market and also, you know, a lot of background of the seller, background of the developer.
And you have a lot of insight that need to know it all. Cannot find from other people or from the Internet. So when you talk to this person, you can be a little bit louder and also be more confident because they are in the extrovert side, right? But at the same time, you don’t show since the beginning quickly that you know better than them.
Don’t try to be overpowering, but slowly let him see that you are very knowledgeable and you are smarter than them. That’s how you get these people to connect with you. And the last one is Mr.
Decisive. So how can you adjust your approach when you talk to Mr. Decisive? Mr.
Decisive, he doesn’t like anyone who’s slow, who are not confident and who are not sure what is about their opinions. He doesn’t want to waste his time with non professional people. So you’re supposed to show that you are professional and you have your opinion with support by reasons.
And also you kind of like can guide him to the right decision very quickly and dealing with you, he will be able to make a decision fast and try to keep the conversation chot and sweet. This is how you interact with Methodistive and also don’t this is a big no no. When you deal with Methodistive, don’t send something that he not looking for or if you recommend something that’s a little bit off what he asked for, you’re supposed to show that why you pick this one, even though it doesn’t 100% take all the boss that this client want.
So don’t waste their time. If they feel that interacting with you, they are wasting their time, they’re going to walk away with you and work with other people instead. So that is OMIA formula.
Observe, mirror, identify and adjust. All right? So I hope that you understand now, when you build a rapport with clients, what you’re supposed to do. And also please be aware that everyone have different needs and wants, right? You’re supposed to personalize the way you communicate with each client.
And how can you do that is by again observe mirror, identify and adjust. All right, see you again in the next workshop, guys, thank you very much for today. If any question, you can just ask me directly at the end of the workshop.
Have a good day. Bye.