CPPDSM4080A Work in the Real Estate Industry: Agent Program
Building trust and rapport
“To be successful, you have to be able to relate to people; they have to be satisfied with your personality to be able to do business with you and to build a relationship with mutual trust.”
George Ross
Buying or selling a home or even moving house is a big milestone in a person’s life, and there are many emotions that can go with it. Consider the different types of life events that potential sellers may be experiencing at the time that they require your services. For example:
- relationship breakdown (separation or divorce)
- death of a partner or parent
- financial issues (such as sudden unemployment or increasing debt)
- downsizing (‘empty nest’)
- moving interstate, overseas or to a rural location (a ‘sea change’).
This may be the first time that a person has dealt with real estate, so they may be fearful or concerned about a process that they know little about – they need to be able to trust you to do the right thing.
Remember that it is just as important to treat potential buyers, landlords and tenants as well as you treat your sellers. Many of them will remember your exceptional customer service skills and may promote you by word-of-mouth or come back to you when it is their time to sell a property.
Reflect: Based on the information above, think about the level of customer service you feel you would need to receive to sway you to purchase one of the properties.
What do you think would be the characteristics of the agent who could convince you to make an offer on the day you inspected the property?
Q1.
Read this article about empathy, ‘Why empathy trumps all else in real estate’, by Domain and answer the following question.
How would you apply the skills discussed in the article to your work as an agent?
Q2.
Agent Qualities
Watch the TED Talk on YouTube: How to speak so that people want to listen by Julian Treasure and answer the following questions.
What do the agents say about themselves in terms of their ability to provide exceptional customer service?
What do the agent’s clients say about the customer service they received? Does their experience match with the agent’s opinion of themselves?
Q3.
Training opportunities
Research three training opportunities that would be relevant to strengthening your negotiation skills.
Answers:
1.
Real estate agents invest a considerable measure of energy associating with their customers, a significant number of whom are experiencing a standout amongst the most exceptional passionate encounters of their lives, so building up trust is essential. Being aware of customers who are new to the property market, as they will require a representative who can go about as a put stock in counsel and friend. Real estate agents who build trust, tune in to their customers and who understand construct enduring connections (Kim, David & Faishal, 2010).
Purchasing and offering property is enthusiastic or emotional. On the off chance that a property neglects to be taken up at sell-offs or auction, sentiments of disillusionment and annihilation are normal. It's these minutes when the open door emerges to demonstrate to customers that the agency absolutely sees how they feel. Making the inclination that he/she is cooperating, can be an intense spark for both customer and the real estate agent. The informal exchange or word of mouth is an intense referral device, a real estate agent has to ensure that when customers are discussing their property accomplishments they discuss our agency emphatically.
2.
They real estate agents say that can provide excellent services and ensure every client gets the house that they intended. They were Honest about their offers and Authentic. Moreover, they were Integral in their dealings and Love their clients to ensure they live in comfortable home. The clients are happy with the agent’s customer service they received and the experience matches the agent’s opinion of themselves (Manfred & Stefanie, 2017).
3: Training opportunities
Building trust: Notwithstanding how straightforward or complex an exchange of words might be; trust can directly affect arrangements or negotiation. In the event of starting from a position of distrust, regardless of whether it depends on related knowledge or something seen, it will be hard to overcome and impact collaborations.
Listening always: Listening is noted as one of the fundamental abilities required for all transactions. Listening implies that I focus and endeavor to comprehend the other individual's point of view. A great many people “tune in with the aim to answer, not to get it” (Mart & Gergely, 2017).
Being flexible: I should remember that the substance of transactions is a procedure of giving and taking. In the event that I stay settled in a specific position, I have made a request as opposed to a negotiable point.
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