Hi, welcome again to another workshop. So this workshop we are going to discuss about trust. I’m going to show you how you can build trust within 5 minutes when you get in touch with the clients.
First of all, before we dive deep into that, let’s take a look first why this workshop we need to discuss about trust? It is because as a sale agent or rental agent, as a sales, the clients when they decide to buy with which agents decide to work with who, they actually decide that based on the persons that they are talking to. So they actually buy it from you. They buy it because of you.
And how can we make the clients choose to make the decision with us? We need to build that relationship. In other words, trust. So relationship play a very important role in sales profession and we have seen that this become a real issue in the agent jobs.
Why? Because we have seen that sometimes the agents send messages, try to call the client, send emails and the client even read those email and messages but they don’t respond back. And why that happened? Main reason is because of trust. And of course there are some other reasons for sure why the client become unresponsive, such as bad timing.
And how can you fix the bad timing is by following our guideline that I have that you need to contact the clients 15 times over ten days before you can make a decision that okay, I will mark this client as lost or I can release this client. Another reason why the client become responsive is also because the client don’t see the value in dealing with you compared to your competitors. The client may speak with a couple of agents at the same time and they’re going to see that well, this agent might have the good deal or the listing that I found that it matched with my interest, whereas another agents might not have that.
So rather than keep talking to multiple agents at the same time, the client maximize their time by dealing with the agents who they know that can give them what they want. But if they don’t see that in you, there’s no reason for them to talking to you. Right? So that’s about the value issue and how can you fix that? I recommend you to go back to the workshop called Mindset and Approach.
So in that workshop we discuss in full detail how can you become remarkable and stand out compared to others competitors? How can you create the value for yourself so that the clients have the reason to talk to you? The last reason that I found that is one of the main issue as well is just the memory or the client just simply forget to get back to you. And how can we fix that issue is that the agent need to follow up constantly. All right, now we are going to dive into the trust issue.
If the clients become unresponsive because they don’t have trust in you, they don’t have good relationship with you, I’m going to show you how can you build that trust and establish that relationship in a very short period of time. Keep watching. So let’s look into the theory behind this, why trust is important.
Of course, when the client make the decision, they make decision based on their emotion and their feeling. And then they find the reasons to support their decision later on. Before you can sell the clients with emotion, you have to break that wall first, right? Why? Because humans, we all have these three part of the brain.
The first one is liptilian brain. So reptilian brain actually control anything that’s uncontrollable. For example, our heart beating, why we breathe in and breathe out how our body function, those kind of things controlled by reptilian brand.
And also anxiety, background anxiety. Like when we face with some difficult situation, we become wary and also we become worried about so many things. And why this happened is actually because of lipterian brain and it’s also control fight or flight mode as well.
When we face some dangerous situation, right away we step back a little bit. For example, if we put our finger on some hot stuff, right away the finger will like this. So that is like reptilian brain and how it control our actions and behavior.
Second is limbic brand. So limbic brand is actually control anything about your emotion and your gut feeling. For example, if you visit some developer, the cell reps will actually take you to see the facilities, the show unit, right? If it is a sea view unit, they were going to show you the view.
Those kind of things make the clients feel that like wow, they feel great and they can imagine how their life would be living in that house or in that project. So they make a decision to buy that. That is the limbic brand that control our emotion.
Sometimes when you talk to this person, you will feel okay, this person seems nice, I like him. But when you see face of some person, you will feel like I just don’t like this guy. So that happened because the limbic brain control our gut feelings and emotion.
And then the neocortex part neocortex actually control anything about reasonings, your logic, your languages or anything that need to be processed. So the neocortex brain will control over that. So when the client make the decision before you sell them with emotion in the limbic brain, you need to break through the wall first.
Because the reptilian brain actually build that wall between themselves and strangers and outside environment. Because they don’t know if the stranger have hidden agenda or try to take advantage from them. That’s why it’s normal, it’s very normal that we all human have that wall between themselves and other people.
Same when it comes to sales. All the client have that wall. They don’t know you before, they don’t know who you are, they don’t know what is your agenda.
That’s why they kind of be a little bit reserved and try to judge you based on your words, your action or anything that they think that is a size for them, right? Before you sell them with emotion, you need to break that wall first. And how can you break that wall? I’m going to introduce you to these five steps. Number one, preparation.
When you get the leads from the support team or from Pop deals, right, let’s say for example, I now get the leads from Pop deal, I click claim. Before you dial a phone to this client, I would love you to take one to 3 minutes maximum to prepare yourself to get to know who you are going to speak to. How? First of all, look in the pub deal, see all the note that the support teams put in there, what is the conversation, what is the question that the client have? And you can look into the properties that the client previously view so that you know where the client hates at, if they are interested in this price point, this location, stuff like that.
Also, maybe you can copy the name of the client and search in Google, right? Now sometimes if you search some client name, there will be like LinkedIn profile showed up, IG the Facebook those kind of things can let you understand the client profession, their background. If you’re talking to someone whose background is finance, of course when you talk to them, you’re supposed to refer to the capital gain, the appreciation rate, the ROI, stuff like that, because they have finance background so they love discussing about numbers. But if you’re talking to lawyers, you’re supposed to talk a little bit about legality and how you can help them, guide them through all the transaction process according to the real estate laws, right? So you’re supposed to understand who you are talking to first.
Also you can use the phone number to save in your phones and then maybe you can search them on lie. And then you go into their timeline, see what they usually post, then you know that what is their lifestyle. And there are so many things that I will explain more in detail in another workshop that I call personal branding.
Stay tuned for that workshop. So spend one to 3 minutes maximum to prepare yourself first before makes the first call to your client. And then try to find all the information about the property that the client make inquiry on so that when there is any question regarding to that unit, particularly, you can right away answer with confidence.
And that will make the clients know that you are professional and they would trust you more rather than you saying, like, oh, wait a little bit, I have to shake. I have to shake in every question that they ask you. That is unprofessional.
After preparation, second step is warm up. So what is warm up? Actually, you start with introduce yourself, right? And spend one to 2 minutes to warm up first to make them feel comfortable to talk to you. Make them feel at ease first.
Because everyone when it comes to the first time talking to a stranger, there are so many thoughts happening. So you need to just make sure that they calm down and they know that you’re reaching out to them because you can help them. So in the warm up stage, spend one to 2 minutes, introduce yourself and get to know them.
For example, you can say something like, hi, Mr. John, I’ve seen that you make inquiry on this building in Sukumit area. May I know? Have you been to that project before? And then he going to respond.
And then you offer a little bit about, okay, are you in near this area or which area did you live in right now? Oh, we live in that area. All right. And why would you like to move to this area? Okay, because your kids going to the school.
All right. And how many people going to use the house? Oh, is this for three people? Okay. Just get to know them in the first few minutes so that they feel comfortable sharing more information with you down the line.
Some people, they might not be comfortable sharing their personal stuff, right? You have to be able to identify what type the client is before you ask the question. This question to get to know them. How can you do that? I recommend you to go to the workshop called Report Building.
In that workshop, we discuss in detail how many type of clients we have and how can you identify and what kind of rapport that you should be building with each type of client. So you build the rapport or warming them up based on the type of their personalities and the level of cooperation. Find out more in the Rapport Building workshop, please.
After you warm up, they feel that they’re comfortable talking to you a little bit, one to 2 minutes. Then you move to the third step, which is intense statement. So intense statement.
In this stage, you need to validate yourself. What is the purpose you’re calling them today? So you can say something like, okay, understand now? Okay, you want to move to this area because of that? Well, quintjohn actually I think I can help you because I work for Fastwars, even though I just started, but we have a lot of inventories in that location. I can help you find the units that actually match with your interest.
And also I have a lot of clients looking in the same areas as you are looking for. I think I can help you with that. I also will guide you through the process of the transaction.
From the search until the handover. I will also guide you through the modgate application as well in case that you need one. And we can recommend some lawyer that we know to help you to check the due diligence and stuff like that, tell them exactly how can you help them and what is the process look like.
By saying that they know that what they can expect from you and also they know that what we expect from them in return. Example, if I say okay Kunje, I think I can help you, blah, blah, blah, blah, blah, how about I’m going to ask you some of the questions and then I’m going to look into my database and send you what you’re looking for. And after that, if anything that you like and dislike, we can discuss.
If you would like to visit any unit, I can arrange viewing and we can discuss about the price if you decide to take any of that, any of those properties. And then I will make sure that the units can be transferred to you smoothly until you move in. However, before I can start doing that, may I ask you some of the questions so that I understand your requirement better and I can come up with the recommendation specifically for you.
How does that sound? This is the intent statement. You validate yourself how you’re going to help them, why it’s worth their time dealing with you, and also you share with them what’s the process and also end this step by asking for permission to ask questions. This is intense statement.
The fourth stage is questions. How great question look like. I recommend you to go to the workshop, need analysis to find out more.
How can you ask the question to understand what the client needs? Right, I’m not going to explain in detail in this workshop, but great questions will allow you to understand what the client needs and you can work around that. Great questions leads to great information. After you ask a question and understand what the client needs, then the last part before you end the call is get them to agree to the next step.
Okay, thank you very much Kunjohn. This information greatly helped me to understand your requirement. I’m sure that I can save you a lot of time fighting you exactly what you’re looking for.
I’m going to send to you this evening for the recommendation details to your WhatsApp or email. And after that, tomorrow afternoon around 02:00, I will call you to discuss your like and your dislike. May I know if you would be convenient for the call tomorrow at 02:00? Yeah, that’s great jessica okay, sound good.
Conjoined thank you very much for your information and I will send to you this evening the recommendation email. Thank you so much and talk to you later tomorrow. Bye bye.
So then by saying that you show them what’s going to happen next, you are going to send them the recommendation and you are going to call them again to discuss that dad liked and that dislike. All right? So after you’ve done these five step, which are preparation, warm up, intense statement, great questions, and next step agreement, the client will know that you are professional and the client will perceive you as different than any other agents that he used to work with. They will know that you are trustworthy and you come here to help them so that relationship is established.
Right? So one that trust is there, it’s much easier for you to get them to cooperate with you further down the line until the end of the transaction. All right? I hope you apply these five steps every time when you initiate a call with the clients and hope that everyone now understand the importance of trust and relationship in our profession. See you again in the workshop.
We are going to do the group activities on this lesson. Stay tuned. Have a good day.
Bye.