18. Work the Referral

We all know that sometimes, it’s not what you know, but who you know. If you have made it to the listing appointment by way of referral, use all the information you can to connect with your customer. Talk about how you all know each other; what you did to earn that referral; and if you simply knew the person or actually sold their home. This is an opportunity to bond. And don’t forget to let the person who referred you know how much you appreciate the referral.

Bring a list of referrals for the seller to call, and bring a few customer evaluations for them to read. AS

Use testimonials from past clients and provide phone numbers. Suggest clients check Trulia and Zillow for reviews of all agents that they are talking with. LM

19. Be the Boss

Start positioning yourself as the leader by “bossing” your clients around in small ways so they can get into a pattern of doing what you ask. By “small ways,” we mean saying things such as “sit here,” “look at this” and “write this down.” Then, when you say “sign here” and “let’s get the stager involved,” it seems more like the natural flow of the process. The customer may want to be involved in the sales activities to follow, and that’s ok.  Setting the tone that you are in charge of the process will help you control the directives you want clients to be involved with, such as getting rid of the clutter in the yard. And keep them out of the items best left to your expertise, such as writing MLS copy and preparing brochures.

Showing your authority in the transaction up front is crucial for another reason – it lets you get an upfront glimpse of what working with this person will likely look like.  In many cases, when people make it clear from the get-go that they’re totally unwilling to take direction or compromise, we make the decision to pass on the business and let them become our less-discerning competition’s problem; it’s our experience that such sellers have a much lower likelihood of actually getting to the closing table. SN

Handle commission objections with FIRM and resolute answers. LM

Let the seller know they will be included in the process and that you will keep in contact with them. Let them know that you want their input, considering they know their house better than anyone. Ask them what they love about their home, and use that as much as possible. TS

20. Use Body Language Effectively

If you don’t already, take body language seriously.

When you’re nervous, you might make gestures without realizing it, and most of these types of gestures and stances take away from the power of your presentation. If people notice you crossing and uncrossing your arms repeatedly or getting too comfortable on their couch, they generally zone out of your presentation and begin focusing on the movements. You need to practice controlling your body language and incorporating useful gestures, instead. Useful gestures are expressive, curated movements that clearly coincide with the idea you are delivering in that moment. Also, learn to read your customer’s body language; it will help you do a better job.

Dress like a pro and be confident in your speech. Know your market. AS

21. Build in Trust with Nonverbal Cues

Being invited to present in the customer’s home is a great listing opportunity, because if you play it right, you will be seen not as a peddler there to sell them something but as a guest, someone to be treated well. Get your prospect in the right setting and they’re more likely to say yes. Make the environment work for your purpose. Clients need to be relaxed and open to hearing what you have to say. If there are continuous interruptions from kids, meet elsewhere.  It doesn’t have to be in their home; you should use your best judgment based on that prospect. Sometimes, it’s best to present in your office, over coffee or whatever works. Just make sure you’ve seen the home before you present.