Sales people are notorious for having scripts. The pregnant pause after asking a question seems eternal while a sales caller scans their script for the best response. I hate scripts, but recognize their value in helping professionals think of answers for different scenarios. No matter how we try to prepare, there are always questions we didn't anticipate and, therefore, answers we didn't think of!
Lenn Harley, a highly respected colleague and REALTOR from Germantown, MD, likens real estate conversations to the "improv". Only as we have become seasoned agents do we think on our feet and have the answers to unexpected questions. However, Lenn's focus is what made me so impressed with her comments. It's not about finding the right script in order to convince the seller or buyer to go ahead with a transaction. The key is to focus on the client and the client's needs and made sure their questions are satisfied so they can go forward without hesitation. Part of an agent's job is to be an "answer person", but that does not mean manipulating the conversation so the client's concerns are not met. Instead, it means to give information the client needs to make the best decision for them!
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