Phone Etiquette and Best Practices

Information:

First Impressions Matter: Always answer the phone with a warm and professional greeting. Use the company name and your name to start the conversation.

Active Listening: Pay attention to the caller’s needs and concerns. Avoid interrupting and show empathy.

Clear Communication: Speak clearly and at a moderate pace. Avoid using jargon that the client might not understand.

Politeness and Courtesy: Always use polite language such as "please," "thank you," and "you’re welcome." Maintain a calm and composed demeanor.

Professional Closing: End the call professionally, ensuring all the client’s questions are addressed. Offer further assistance if needed and thank them for their call.

Script: "Good [morning/afternoon], thank you for calling Miran Real Estate. This is [Your Name], how can I assist you today?"

Handling Client Inquiries and Objections

Information:

Knowledge is Key: Be well-informed about the properties, market trends, and the company’s services.

Empathy: Understand the client’s concerns and respond with empathy.

Clarify and Confirm: Repeat the client's inquiry to confirm understanding before answering.

Provide Solutions: Offer solutions or alternatives if you cannot fulfill their request immediately.

Follow-Up: If you don’t have an immediate answer, assure the client you will find the information and follow up promptly.

Script: Client: "I'm interested in a property but concerned about the price." Agent: "I understand your concern. May I ask what your budget is? This will help me find properties that better match your financial needs. Additionally, I can provide information on financing options that might make this property more affordable for you."

Scheduling Appointments and Follow-Ups

Information:

Be Proactive: Suggest specific dates and times for appointments to avoid endless back-and-forth.

Confirm Details: Verify the date, time, location, and purpose of the appointment.

Reminder Calls/Emails: Send a reminder a day before the appointment.

Punctuality: Ensure you are on time for all appointments and follow up as promised.

Script: "Thank you for your interest in viewing the property at [Address]. I am available this [day] at [time], or we can arrange a time that suits you. Would either of these options work for you?"

Documenting Call Details

Information:

Record Information: Note down the client’s name, contact details, and the purpose of the call.

Summarize Key Points: Briefly summarize the discussion, including any specific requirements or concerns raised by the client.

Action Items: Document any actions you need to take, such as sending information or scheduling follow-ups.

Confidentiality: Ensure all client information is recorded securely and confidentially.

Script: After the call, document the details: "Client: John Doe Contact: +964 750 123 4567 Purpose: Inquiry about property on 100m Road Key Points: Interested in a 3-bedroom apartment, budget around $150,000, prefers west-facing. Action Items: Send detailed information on available properties and schedule a viewing for next Wednesday."

By adhering to these practices and using the provided scripts, Miran Real Estate agents can enhance their communication skills and improve client satisfaction.

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