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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
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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
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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.
Phone Etiquette and Best Practices