New home sales is a customer service based industry. Providing excellent service to customers entering the communities is absolutely essential to being proactive in an assignment, and advancing your career in the industry. It is essential to give customers entering the communities the feeling that they are home, because that is your ultimate goal for them. A happy, satisfied customer is also likely to return and/or tell others about the good experiences that they had– word of mouth recommendations from friends and colleagues are very valuable.
Below are some simple tips are reminders for providing excellent service to prospective home buyers:
Smile. Smiles are contagious – usually when you smile at somebody they’ll smile back at you. Relax, gain eye-contact and smile naturally. This will help the customer to feel at ease and welcomed, and you’ll come across as friendly and approachable, setting the scene for a more positive interaction.
If you are talking to somebody on the telephone then you can still smile – your voice sounds different when you smile and are happy. Clients and customers are more likely to want to talk to a cheerful person with an enthusiastic personality and by smiling while you talk you can help to project this.
Be an expert. Study the communities marketing material so you can confidently answer questions about price, size of homes, and options available. You should know more about the community then the customer does, however If you don’t know the answer to a question then say so, NEVER lie or make up an answer; if possible find an agent working at the community who does know the answer. Don’t be afraid to ask the customer questions that will give you a better understanding of their needs.
Be True to Your Word. If you say you’re going to do something, make sure you do it. It’s part of being a professional. Honoring your commitments is very important.
Put Yourself in their Shoes. If you were a home buyer and were being treated the way you’re treating them, would you enjoy that experience? If so, you’re doing a good job. It’s important to constantly evaluate the way you communicate with others. Our profession is heavily reliant on communication skills.
Stay Organized. Make sure you are armed with a discovery card, pen, and proper note taking system every time you greet a customer. This will allow the agents at the communities to know exactly what needs were discussed, so the customer feels appreciated and does not have to repeat themselves.
“If you want others to be happy, practice compassion. If you want to be happy, practice compassion.”
– Dalai Lama