WHAT DO CUSTOMERS WANT - SITE VISIT EXPERENTIA (Series 2)

Site Visits are very critical in the entire scheme of the transaction process as the customer has to take time out from his busy schedule and the time spent could create a dent or an impression forever in his mind. So let your team be trained to do the site visits most effectively.

Listed the best practices for the SITE VISIT EXPERENTIA by the Channel Partners. This could help your team members do more effective site visits.

• Don’t follow them everywhere in the house, especially into the bedrooms or smaller rooms; stay at the doorway
• Don’t avoid mentioning the negative points, but don’t brag about them
• Handle Objections, allow for as many objections as possible
• Show the home in a definite pattern that will appeal to the buyers
• Try to be on the same emotional level as the customer
•  Keep building rapport throughout the presentation by asking questions not telling them
•  Don’t get too excited too fast, keep calm at all times
• Involve them, allow them to make notes
• Once you start getting positive feedback use minor closes / test closes
• They make more eye contact
•  Ask more questions about the area or the house
• They ask to go around the house once more
• They discuss what they will do in the house, how they will keep the furniture,etc.
• Test close – “ how are you feeling about this house so far?” / “Would you do the painting yourself or have it done”
• Don’t attempt to close before you test close
• Don’t try to close too soon; the closing should emerge as a conclusion & should not be forced upon
• The best place to close is at the site itself, so be prepared with the paperwork
• Reiterate the major selling points while filling out the paperwork
• If not, don’t stop talking/discussing the further steps to be taken once you reach office; or atleast fix up a future appointment with the buyer
• Be calm & composed at all times
• Understand Buyers’ needs
• Recognize “buy” signs
• Based on positive stimulus, decide that they will invest
• Close by leading them to the same decision, by asking the right questions
• Hear them Out
• Feed it back – ask them to elaborate the objection / concern
• Question it
• Answer the objection
• Confirm the answer, ensure that they understand the answer & that the objection has been handled once & for all
• By the way – use these words to show them a positive aspect not yet noticed by them
• Mentally prepare the buyer
• Take the time to reinforce your commitment to do your best to get the home
• Thank them for their confidence & trust in you
•  Get them prepared for “Buyer’s remorse” – Disnonance reducing behavior – Make them aware and make a joke of it, so they are prepared for the remorse that follows after any major decision