The Consultative Real Estate Agent: Building Relationships That Create Loyal Clients, Get More Referrals, and Increase Your Sales

257 Pages·2005·1.3 MB·English

by  Kelle Sparta

The Consultative
Real Estate Agent
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PAGEii
The Consultative
Real Estate Agent
Building Relationships that
Create Loyal Clients,
Get More Referrals, and
Increase Your Sales
Kelle Sparta
AmericanManagementAssociation
NewYork•Atlanta•Brussels•Chicago•MexicoCity•SanFrancisco
Shanghai•Tokyo•Toronto•Washington,D.C.
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LibraryofCongressCataloging-in-PublicationData
Sparta,Kelle.
Theconsultativerealestateagent:buildingrelationshipsthatcreateloyalclients,
getmorereferrals,andincreaseyoursales/KelleSparta.
p. cm.
Includesindex.
ISBN0-8144-7321-0
1.Realestatebusiness. 2. Realestateagents. 3. Houseselling. I. Title.
HD1379.S64 2006
333.33(cid:2)068(cid:2)8—dc22 2005015275
(cid:3)2006KelleSparta.
Allrightsreserved.
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Thispublicationmaynotbereproduced,
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TOMYMOTHER:
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C O N T E N T S
ListofExhibits ix
Acknowledgments xi
Introduction xiii
PartI RelatingtoBuyersandSellers 1
Chapter1. TheProcessof Change 3
Chapter2. Problem-SolvingEmotionalIssues 15
Chapter3. LifeAfterDivorce 25
Chapter4. TheEmptyNester,theRetiree,andtheWidow 39
Chapter5. TheFirst-TimeHomebuyer 50
Chapter6. Move-UpBuyers 60
Chapter7. RelocationClient 68
Chapter8. Investors 92
PartII SettingUpaConsultativeBusiness 101
Chapter9.CreatingInstantRapport 103
Chapter10. ManagingYourClients’Expectations 119
Chapter11. SalesPresentations 131
Chapter12. RelationshipManagementAftertheSale 151
Chapter13. CreatingaUniqueSellingProposition 155
Chapter14. BuildingaBrochure 164
Chapter15. EffectiveAdvertisinginToday’sMarket 169
Chapter16. SystemsforSuperiorCustomerService 180
PartIII DevelopingSkillsforSuccess 191
Chapter17.DeeperListening 193
Chapter18. EffectiveCommunication 201
Chapter19. BuildingGoodIndustry Relationships 208
vii
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viii CONTENTS
Chapter20. TimeManagement 214
Chapter21. NegotiationSkills 221
Chapter22. NetworkingYourWaytoSuccess 229
Epilogue 235
Index 237
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L I S T O F E X H I B I T S
Exhibit3-1. Warningsigns. 34
Exhibit5-1. Samplecashflowofarealestatetransaction. 57
Exhibit7-1. Part1. Buyerinterviewquestions. 80
Exhibit7-1. Part2. Additionalbuyerinterviewquestions. 81
Exhibit7-2. Buyerinformationsheet. 81
Exhibit7-3. Whattodobeforeyoumoveoutofthearea. 82
Exhibit7-4. Whattodowhenyouarriveatyournew
destination. 84
Exhibit7-5. Buyer’spre-closingchecklist. 84
Exhibit7-6. Congratulationslettertobuyer. 85
Exhibit7-7. Sellerinterviewsheet. 86
Exhibit7-8. Part1. Sellerinformationsheet. 87
Exhibit7-8. Part2. Additionalquestionsforrelocating
sellers. 87
Exhibit7-9. Congratulationslettertoseller. 88
Exhibit7-10. Seller’spre-closingchecklist. 89
Exhibit7-11. Performanceandserviceevaluation. 89
Exhibit8-1. Sellerinformation:multifamilyhome. 98
Exhibit8-2. Multifamily-homeshowinginstructions. 99
Exhibit8-3. Condominiuminformationsheet. 100
Exhibit9-1. Preparingforanopenhouse. 114
Exhibit10-1. Whatyoucanexpectwhenyoulistyour
homewithme. 120
Exhibit10-2. Whatyoucanexpectwhenyouhiremeas
yourbuyer’sagent. 121
Exhibit11-1. Layoutofpresentationtable. 132
Exhibit11-2. Rulesforopenhousesandseeingproperties. 138
Exhibit16-1. Faxfeedbackfilingsystem. 183
Exhibit16-2. Agent’sfaxfeedbackform. 184
ix
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