Real Estate Buyer Scripts Role Play CD I

Transcription

1 Real Estate Buyer Scripts Role Play CD I 1

2 Real Estate Buyer Scripts Hi. This is Joey Bridges with James and I have put together this Role Playing CD so you can hear how the scripts interact with an actual live prospect. You want to listen to how it s going back and forth, and how we are always asking questions. The first seven are all buyer related. We also threw in our two most common seller objections. Pay attention to how the interaction goes and how we are always asking questions. You will always hear either James or I introduce the script. We will tell you what is going on and what their role-play is going to be. Feel free to listen to this as many times as you need. Introduction Script Today with we will cover one of the more challenging issues for agents. It s going to be the very first phone call that you will make when you re following up with the prospects that come from your Web site. This is a wonderful opportunity to start booking appointments. Most agents never ask if the client would like to meet on that first phone call. That is missing out on a number of buyer appointments that you could take advantage of. You will notice in the script that follows that we don t actually use the word appointment. We are going to be asking three powerful questions to intrigue the buyers to learn more about their goals. We want to give them a reason to come in for that appointment. We will be discussing the script after the call as well. Here we go. Beginning of Script Ring Ring. Hello? Good afternoon. I am calling for Brandi. This is Brandi. Brandi, this is James Bridges. I am following up from your request on I was actually preparing to send out information on some of those great condos in the area. But before I did so, I wanted to find out if you were just starting the process of looking for a property. Yes, I am. Oh that is great! Will this be your first purchase? Yes it is. 2

3 That is wonderful! About 70% of our clients are actually first time buyers. Brandi, have you had a chance to learn about some of the special first time buyer programs? No, I haven t. You know what? That s okay Brandi. That is actually, what we are here for. In fact, I would be happy to take some time to learn a bit more about your goals. At the same time, I would be happy to help you learn about some of those special first time buyer programs. Would Tuesday at 5:00 p.m. work better, or maybe Saturday at 10:00 a.m.? Saturday at 10:00 works better for me. We will give you a call on Friday just to make sure that Saturday still works. We look forward to meeting with you. Thanks. I look forward to meeting you too. End of Script As you can see there at the very opening, we start asking questions. We actually identify that we re only following up from their request which actually pulls their guard down a bit. They are then more receptive to listening. We ask those three powerful questions so that they can see that we re actually providing value to them. This gives them the incentive to come on in to meet. As I mentioned in the introduction, I didn t use the word appointment. Often people are scared of appointments. We want them to come in and meet with us to learn more about their goals. Then, we are going to get them out there to start looking. Try using those three questions the next time you re making your intro to the phone calls from those Web site leads. I can afford 250k This is Jamey Bridges with We are going to be handling a particular statement that we get from clients. It is one that is often based off the buyer not knowing everything that s involved. In this case, they can afford a specific purchase price of $250,000. Clients often say, and many agents, just take that to be the entire truth And they may not have even met with a lender. Maybe they just did an online mortgage calculator that didn t calculate the property taxes. We want to make sure that we ask enough questions, so that we can prepare that client properly. We want to get them out there in the field to be successful with their home or condo purchase. 3

4 This will be what we are going to be handling today in this role-playing exercise. Beginning of script Ring ring. Good afternoon, this is James. Hi James. My name is Brandi and I ve been looking on the Web site for a while at homes in Long Beach. I think that I m really getting ready to start looking at some things. That s wonderful Brandi! We re excited and we re glad you have been using our Web site. We certainly would be happy to help you with your home purchase. What particular homes were you looking at? Well, I like the ones down by the beach with two bedrooms, two baths, but I really don t want to spend any more than $250,000. Brandi, we are here to work on your budget. How did you come up with the price of $250,000? Well, it just sounds about right for the money that I make. Have you had a chance to meet with a lender to understand the different loan programs that are available? No. I haven t gotten around to that yet. That s okay. Have you had a chance to figure out what payments $250,000 would give you? I just assume that it s probably around $1,500 per month. What we want to do is to help prepare you, so that you can understand what the different loan programs are. In fact, you may not even know that there are some free down payment programs that can help you with your purchase. We would be happy to take some time to learn a bit more about your goals and help you to find that right home, and that will fit your budget. Would Tuesday at maybe 5:00 p.m. work better for you, or Saturday at maybe 10:00 a.m. Saturday at 10:00 works better for me. Wonderful. We will give you a call the night before to confirm and we look forward to helping you learn more about that home for $250,000. Okay. Thanks James. End of script 4

5 What you re going to find is that often clients haven t taken all of the steps necessary. Nor do they understand the steps that are necessary in order for them to purchase their home, condo, or multi unit. You want to ask enough questions so that they can see that there is some value in meeting with you. Again, you want to point out that there is extra value for the buyer; what their specific payments would be, and the variety of loan programs out there. It helps you prepare them and it helps them see the value in the entire process. Try that the next time someone states that they can afford a specific amount of purchasing power. I m Jamey Bridges with I don t want to speak with a lender I want to view property first Hi. It s Jamey Bridges with Today we are going to be covering one of the common objections that we get when we ve asked someone a few of the questions in our opening script. But they just haven t seen the value in coming in to meet yet. This often happens when they re more confident and feel that they actually don t need to meet with a lender. Maybe, they have money down and maybe they haven t told us. They just don t feel that there is enough value. We are going to be handling that particular objection today. We want to make sure that we show the client, the value in coming in to meet, and to get everything done with a lender before going out to purchase. So here we go, onto our conversation. Beginning of script Hi James. This is Brandi. As you know, I ve been looking for homes online and I think I m getting close to wanting to go out and look at some things. But I m just not ready to meet with the lender yet, you know. Brandi, I can appreciate that. I just want to find out why you don t want to take the time to be fully prepared by meeting with a lender. Well, I just want to find the right property first. I feel like it would be spinning my wheels to meet with a lender when I haven t found the right property yet. I can appreciate that Brandi. Can I explain something about how the market is working? Sure. 5

6 In this market, sellers are looking for a well documented offer with a preapproval statement, bank statements, and even credit scores. Do you think a seller is going to take your offer without pre-approval and just the contract? Or another client who has their pre-approval, their bank statements, their FICA scores, and maybe an introduction letter? Which offer do you think the seller is going to choose? Uhm, probably the one that has the pre-approval letter. I would say the same thing because they are more prepared. So when we go out looking for a property, would you like to just see the property that s right for you, or would you rather have the opportunity to buy that property? Well, I d like to have the opportunity to buy it. That is what we want to help you do as well. What we would be happy to do is take some time to meet with you. We can get you pre-approved with that lender and then get you out so that you can buy that right property. Would you prefer to meet maybe Tuesday evening or maybe a Saturday at 10:00 a.m. would work better for you? I think Saturday at 10:00 works better. Wonderful. We will call you the night before and get you all set up. Okay, thanks. End of script As you can see, it often takes a few questions to help the client see why they need to preapprove. You want to stress the importance of it and the benefit to the client. You don t want to just explain it to them. You want to ask them some questions. That way they can see that when they find that right property, there is value for them to be pre-approved. They are then prepared to get that right home. Try that the next time someone tells you that they don t want to meet with a lender. I m Jamey Bridges with I just want the address Hello everyone, it s Joey Bridges with Today I wanted to cover the objection that you are going to get a lot, maybe not a lot. It comes when you re running a Harmon Homes magazine ad, or maybe a real estate book ad. The buyer is going to be saying, I just want the address. 6

7 This is typical when you return a call, but it s okay. I m going to show you how to get around it. The objection drill today is I just want the address. Pay special note to what I m actually going to do, is to not answer their question directly. Let s get into it. Beginning of script Ring ring. Hello? Hi. This is Joey Bridges with The Global Trust Team. I m returning the call you placed to us from the ad that you found in Harmon Homes magazine. Oh yeah. I just wanted to make sure that the recording answered all of your questions. Well you know I really just wanted to know the address of the house. Okay great. Let me bring that file up for you. Were you looking for a three bedroom, two bathroom home? No, I really only need two bedrooms. Oh, okay. Well let me look. Actually, that home is $350,000. Is that the price range that you were looking for? Ah, probably a little less. You know I would actually be happy to take the time to meet with you so that we can find a home that meets your needs. Would Thursday at 2:00, or 4:00 be better for you? I think that 4:00 is better for me. Okay great. Thanks. End of script You notice that 90% of the time the buyer is not going to notice that you hadn t given them the address to the property. I highly recommend giving them other pieces of information. Ask them questions so that you can find out what s really important to them. Once again, I m Joey Bridges with I want a deal 10 percent This is Jamey Bridges with What we are going to be covering today is an objection that we may get in a buyer s consultation, and sometimes, it s on the phone. 7

8 It s one where the client really wants to focus on getting that deal. As for representing our buyers, even our sellers in that case, we definitely want to get them a deal. However, we want to find out what s most important to them about that deal. We want to make sure we re not shopping for something that is impossible. And we want to make sure that the client has an understanding of what is possible in the market place. We are going to pick up that conversation. In this case, a buyer s consultation so we can really find out what s important to the buyer about finding the deal. Beginning of script That s wonderful Brandi. I think I have a great understanding of what you re looking for. We are excited to get you out there to find that right property. Well James, I just want to make sure that you re clear. I need to find a really good deal. We want to help you find that deal. Can I ask what s important to you about a deal? I want to get it below the asking price, obviously. Actually, as statistics go, I m definitely getting properties below market price for my clients. Is it more important for you to get just a discount, or is it more important for you to get the property you are looking for, for the right price? Obviously, I want to get the property I m looking for, but it needs to be at least ten percent under the purchase price. I can appreciate that Brandi. Can I tell you maybe, some of the problems that we might run into with that? Okay. If there was a property that had been on the market for 300 days and was in pretty poor condition, and maybe not even in the area you re looking for. Would you think that we could probably get a discount on that property? We should be able to. Absolutely! I agree with you. If the right properties we re looking for, in this case, let s say Belmont Heights; that great beach community you were looking in. Say a wonderful condo came up and it was within your price range. It was in great condition, but it was new on the market. Would you think we might not be able to get that ten percent off on that one? I guess it depends, right. Great. What do you think it would depend on? 8

9 Uhm, maybe how much the people who bought it had paid for it. Wonderful. Now, if we re looking in that area because it is a wonderful area and it s so close to the beach. Wouldn t you think there would be others who might know that it s a pretty good price, and that they might get the price that they re asking for? Yeah, probably. So if all of those other people are looking like we re helping you look, do you think it might not be possible to get that discount? I guess not. That s kind of what I m getting at Brandi. We want to help you to get that right property at the right price. But we want to have the expectation that the market is going to drive the price. So would you rather we just get out there and find you that right property for the right price, or concentrate on the ten percent discount? No. I want to get the right property. Well let s get out there and focus on that then Brandy! Okay. Thanks. End of script As you can see, sometimes it takes a few questions for us to help the client understand the real estate market, and to understand where the value is occurring. Remember, the location is driving a lot of that price. If it s a newer listing on the market, it may be tough to get a discount. So even in this market, where we re seeing some discounts occur, we want to make sure to set the client in the right frame of mind. Try that the next time you get the objection that someone wants an abnormally large discount. I m Jamey Bridges with I want to buy within six months This is Jamey Bridges with Today we are going to be discussing a very common objection. It s one where pretty much, right off the bat, the client just wants to gather information. They don t want to look for a property until maybe six months or longer from now. Often that s out of fear that they re putting their hand up. So we want to get to what s most important, and that is to overcome that fear quickly. 9

10 We want to find out why they came up with that time frame as well. Of course, as always, we want to shoot for a meeting with them to learn more about their goals, and get them out to start buying something. Here we go on our role-play today. Beginning of script Ring ring. Hello. Good afternoon. Is Brandi there? This is Brandy. Good afternoon Brandi. This is James Bridges. I am actually following up from your request at and I was just preparing to send out some of the neat properties that are available. I wanted to find out; are you just starting the process of looking for a property. I just started looking a little bit on the Internet because I m not really going to be ready to buy for six months. We are actually here to work on your time frame. I just want to find out, how did you come up with a goal of a six month time frame? I m up for a promotion and I should have it by then. Then I ll have more monthly income to pay for my mortgage. Brandi, we want to make sure that you re prepared and it sounds that you are. What I did want to find out; were you aware that some of the buyer programs out there for special financing are income specific. No. I didn t know that. That s okay Brandi. Actually, that is what we re here for. In fact, I would be happy to take some time to learn more about your goals. I can also help you to learn about some of those special buyer programs, so you can get the property that s right for you, in the time frame that works for you. Would a Tuesday evening, maybe at 5:00 or 6:00 work better for you, or a Saturday? I think Tuesday at 6:00. I could stop by after work. Wonderful Brandi. I am going to give you our address here and we ll follow up with you on Monday just to make sure that that still works in your calendar. Okay. That sounds good. End of script 10

11 As you noticed there, we wanted to acknowledge that looking at a distant time frame is okay, but that we want to arm them with information. When you do it this way, usually, you are going to find that the client can buy sooner than they anticipated. If you help them to prepare, then you re going to get them out there into the field to buy. Try that the next time someone s telling you they won t buy it for six months. This is James Bridges with I want to meet at the property This is Jamey Bridges with Today in our script roleplaying, we are going to be covering the challenge of a client who asks us to meet at the property. We ve all been at a property where the client didn t show, and we want to make sure to avoid that particular situation. This can happen whether someone is calling from a direct listing off of one of your Web sites, or even from a magazine ad. We want to make sure to show the client that there is value in meeting at the office, so we can optimize our time, and their time. So today in our role-playing, that s what we will be addressing. Here we go. Beginning of script Ring ring. Hi. Is James in? Yes, this is James. Hi. My name is Brandi. I was just looking at your Web site and I see this condo on Main Street. I would kind of like to take a look at it. Wonderful Brandi. I m glad that you saw it. It s a wonderful property there on Main Street. In fact, I would be happy to take some time to learn a bit more about your goals and then we can get out there and see that wonderful property. Well, I really don t have that much time. I d really like to just meet you there to take a look at it, if that s okay I understand that you don t have much time. In fact, that is actually, why I would be happy to take some time to meet with you. I can kind of maximize your time, and just show you the properties that most closely meet your criteria. Would a Tuesday at 5:00 work better for you to meet at my office, so that I can show you? Or would a Saturday work better? 11

12 I just don t have the time to make two stops. So if we could just meet at the property that would be much better for me. You know what Brandi, I can certainly understand that. I actually want to save you time as well. Can I ask you, have you taken the time to meet with a lender yet? No. I haven t gotten that far yet. That s okay. Actually, I ve found one of the best first steps we can take is to help you meet with a lender so you can understand some of the financing involved. I can take some time to learn more about your goals. That way I can save you time by just showing you the properties that most closely meet your needs. Would a Tuesday at 5:00 p.m. work better for you, or would a Saturday so that you can save some time, work better for you? I think Saturday would be better. Wonderful. Would a 10:00 a.m. or a 2:00 p.m. work better? Uhm, 2:00 p.m. works well. I look forward to seeing you at my office at 123 Main Street this Saturday. Thanks so much. End of script As you can see there, when we were speaking with the buyer we were given some definite objections that they didn t have time. As you noticed, I brought into the fact that the whole point of meeting at the office is to save them time. If you show them the value of meeting at the office, you are going to find that they are more amicable to meet there, because it s actually in their best interest. Try that the next time a client tells you to meet at the property. What do you charge? Good afternoon everyone, this is Joey Bridges with Today I want to cover an objection that happens frequently when you re speaking with sellers on the phone. That is where they ask you that dreaded question, What do you charge? Now it almost doesn t matter what you answer on this one. If you re going to give up a commission rate, they re not going to be happy with it. You say six, they wanted five. You said two, they thought one. So in order to do that; what you re going to notice is that I m going to let the perspective seller in this case, know that I actually have three different commission packages they can choose from. 12

13 That is really the key. We re trying to avoid that and get us to the appointment because that s what it is about. In person, we re happy to do that, but over the phone, they re going to be shopping us around. You don t want that to happen. We are going to get into this script practice right here with a seller. We ve had a good conversation and they are going to ask me, Okay, fine. What do you charge? So let s get into it. Beginning of script Ring ring. Hi Joey. It s Brandi. I kind of have an idea of the services you provide, but I m just interested to know what the fee is that you charge. You know Brandy; I actually have three different commission packages that you can choose from. So you choose what level of marketing you want and what you want to pay. Well, what are the different levels? Brandi, I m actually happy to go over that with you at the appointment. We have a Thursday at 4:00 and I will be happy to go over what everything costs, what s in each commission package, and then you can choose which one is good for you. Does that sound fair? Yeah, that sounds fair. Great. End of script Now, that really is how it works 90 plus percent of the time. The sellers want to know that they have an option. Most people really don t like to negotiate. As long as they know they have a choice at the end and it s not fixed for them, it really works out well. Try that the next time a seller asks you, What do you charge? Closing of Role-Play All right, that concludes our Role-Play CD. James and I, both, hope that you learned a lot from them. Listen to them as many times as you want. The key, whether the leads are Internet leads, from your pro quest, from sign calls, or even if they re from referrals. It s really going through and understanding as many situations as you can. That s why we created the Role-Play CD. 13

14 You also have the Objection Handling CD as well. Play those. Listen to them as many times as you want. Do not go through all of the mistakes that James and I have made. Listen to them and practice. Again, this is from 14