Sutton UniversitySales and Marketing

Communication SkillsCommunication Skillsto Influence Clientsto Influence Clients

Sutton UniversitySales and Marketing

Be “Other Centered”Be “Other Centered”

The client has got to be the most important thought going through your mind.

Don’t get distracted or try to make yourself the focal point.

Sutton UniversitySales and Marketing

Ask Questions Needing ExplanationsAsk Questions Needing Explanations

Open ended questions that allow the client

to describe different circumstances will

provide you valuable information.

Example: “What did you like best about

your last home?”

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Learn to ParaphraseLearn to Paraphrase

Repeating what you hear your client say is a compliment to your client.

“You mentioned your children like parks. Let me tell you about the park near this home.”

Sutton UniversitySales and Marketing

Nod Your HeadNod Your Head

This is an excellent non-verbal sign that

you are listening and in agreement.

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Never ArgueNever Argue

Remember the adage,

“The Customer is Always Right!”

Arguing with them to prove you are correct will

ultimately lose a sale.

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Don’t InterruptDon’t Interrupt

Let your client finish their statement before answering, even though you probably know the answer.

Sutton UniversitySales and Marketing

Listen IntentlyListen Intently

A way to listen intently is to take notes about

what the other person is saying. Until your

listening skills improve, note taking forces you

to listen better.

Sutton UniversitySales and Marketing

Maintain Eye ContactMaintain Eye Contact

Eye contact is a polite non-verbal communication skill. Looking around or not directly at your client will make you appear

aloof or disinterested.

Sutton UniversitySales and Marketing

SmileSmile

A smile to every client will make them your friends. People have enough stress in their lives. Bring

a smile on their face by putting one on yours.

Sutton UniversitySales and Marketing

Lean ForwardLean Forward

Another non-verbal communication skill that shows you are interested in what is being

said. Make sure you provide enough space to not infringe on the other person’s aura.

Sutton UniversitySales and Marketing

The Art of ApologizingThe Art of Apologizing

This communication skill deflects moments of anxiety and stress. You must be sincere and

specific in your apology.

“If I have been too aggressive in trying to obtain your listing, I apologize. But I wanted to exhibit a behavior that showed you how much I want your

listing and how hard I will work.”

Sutton UniversitySales and Marketing

Give SpaceGive Space

People don’t want to be pressured. They will follow you when you provide them with

enough information to make a decision.

Give space and lead them to decisions.

“I think if you decide on this home, you won’t be disappointed in the area or the price.”

Sutton UniversitySales and Marketing

Share Your FeelingsShare Your Feelings

People communicate better when they tell how they feel. Getting clients to this

emotional position will always get them to make a decision.

Sutton UniversitySales and Marketing

Communication is a SkillCommunication is a Skill

Practice the listening skill first

Place yourself in their shoes

Get an agreement from them that you are understanding what they are saying

Always do as you say