Not long ago I interviewed candidates for a job vacancy. Typically I contact the applicants whose resumes look most promising and make appointments to meet with them personally. I can usually get a good idea if they’re right for us simply by their demeanor over the phone, although I try not to let that shape my approach to the interview.
The Exception
I simply ask the candidates a few questions over the phone before setting an appointment. Occasionally I decide not to invite them in to meet with me. It’s not so much based on the specifics of their answers as much as it is their inability to engage in conversation. Although they often end the conversation with enthusiasm when they realize that they’re not receiving an invitation, by then it’s too late. It’s similar to what I’ve observed with many waiters and waitresses. They often appear to be at their friendliest as they’re approaching you with the check. They don’t realize that their tip was determined long before then.
The Takeaway For Realtors
Whether they’re always cognizant of it or not, Realtors are often being “sized up” by potential clients when they respond to a call to the office on a specific property. Your knowledge of inventory, ability to engage and most of all your enthusiasm goes a long way in determing the caller’s desire to work exclusively with you.
Helpful Tips When Answering the Phone
Always introduce yourself – Seems obvious but I’m amazed at the frequency with which the agent answering the phone recites the name of the company but not their personal name also.
Relax and speak conversationally - One of the most impressive Realtors I’ve ever worked with would answer the phone and nonchalantly carry on a conversation as if she knew the person forever.
Ask for the name of the caller - That same realtor, upon introducing herself, immediately secured the name and contact information of the caller.
Be Versatile – If the property that a potential buyer calls in upon is not appropriate for them, know the inventory well enough to direct them to one that is.
Learn Houdini’s Lesson – The great Houdini performed to very small crowds until he learned the art of suspense. A caller can’t comprehend all that you provide simply by hearing about it over the phone. Tease them with your expertise first, then make an appointment to meet with them immediately.
Only by understanding the importance of first impressions will you fully benefit from office “opportunity time.”
What are your strengths on the telephone?
What areas do you need to work on?
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