"I’m not sure it’s for you, but"
It’s a great line for those that FEAR a negative response
Example: “I’m not sure this is for you, but there is a new listing coming up next week that could be a good fit”
“Who do you know”
It shifts the direct ask away from the person you are speaking with and toward a third person who you currently do not know (much better way of asking someone if they need a Realtor)
Example: Who do you know that could be interested in a valuation of their home?
"Open minded”
Knowing that people like to see themselves as open-minded, you can easily give yourself a fair advantage within your conversations
Example: Would you be open-minded to reducing your asking price? Example 2: How open-minded would you be to working with an experienced local real estate agent to help find you a home? (or sell your home)
Opening-Fact-Question
1- A polite Opening, 2- A mutually agreeable Fact, 3- An easy to answer Question
Example: Responding to an inquiry on your listing: “Hi it’s Todd Narlinger calling from Madison and Company (Opening). You recently showed some interest in 123 Main Street (Fact). Out of curiosity, is this the only property you are interested in? (Question)
“What is your experience?”
All too often you can find yourself in a conversation where you are being asked questions about yourself, your service, and your pricing-all without context of where the other person is coming from. You can manage this circumstance proactively by simply meeting the other person exactly where they are, and anchoring your discussion based on their level of experience.
Example: Instead of being challenged by questions like “How much is your commission?” You can lead a conversation by “What is your experience with working with a professional Realtor?” and this will give you a historic reference they are basing their questions on.
“How important is it?”
Buying and selling real estate is rarely something that happens without compromise appearing on at least one side of a transaction. You will soon learn what the essentials are and what their “nice to haves” are.
Example: “How important is it that you sell your home quickly?”
“What do you understand”
To influence others who are confident of their position, you must move the other person’s position from one of certainty to one of doubt.
Example: “What do you understand about the pitfalls of working with a part-time or inexperienced agent”
Example 2: What do you understand about the home buying and selling process?”
“How would you feel if”
People are motivated by one of two things: either avoiding a loss or acquiring a potential gain. The real world tells us that people will work far harder to avoid a potential loss than they will to achieve a potential gain.
Example: How would you feel if someone else beat you to your dream home?
Example 2: How would you feel if you lost your buyer?
Example 3: How would you feel if we could make that happen for you?
Example 4: How would you feel if your home didn’t sell quickly?
“Just Imagine”
Did you know that every decision any human makes is made at least twice? The decision is first made in your mind hypothetically before it is ever made in reality. (i.e. Have you ever said to yourself “I just couldn’t see myself doing that”?)
Example: Just imagine how life will be once you have moved into your new place.
Example 2: Just imagine losing out on this property to a higher bidder.
Example 3: Just imagine yourself in their shoes (good when submitting an offer or an inspection objection…helps to give them what other side is feeling)
"How certain are you?”
For negotiation to happen, something that must present is an element of uncertainty. This means to start a discussion in which you are looking to influence the thoughts and beliefs of someone else, a great place to start would be to gain a commitment that they are less than certain of their current thoughts.
Example: How certain are you that they have the experience to get the best outcome for you? (good to use when someone says their family member just got their license and they’re going to work with them)
Example 2: How certain are you that this is not the best offer you will receive in this market?
Example 3: How certain are you that buying a house without the use of an experienced Realtor will save you money? (or can use the same way with someone trying to sell themselves)
“Could it be possible?”
Building on our lessons around certainty, the flip side is that of possibility. In the same way that “uncertainty” can create opportunity, exploring what is possible achieves a very similar outcome.
Example: Could it be possible that working with an experienced agent would be a more appropriate solution for your current circumstances?
Example 2: Could it be possible that you receive no better offers and find ourselves having to reduce the price at a future date?
Example 3: Could it be possible that the other agent is suggesting your home is worth more purely to secure the listing? (LOVE this one)
Example 4: Could it be possible that I could get you more money for your home with fewer headaches and less stress than if you were to everything yourself?
“Help me understand”
Confusion can easily lead to confrontation and confrontation can quickly escalate to an argument. We know that arguing with clients and prospects is a bad idea, it’s just that sometimes you don’t see eye to eye, and you would really like to see the world through their lens. And by taking full responsibility for your possible ignorance, you can invite the other person to justify their thoughts by educating you about how they crafted them.
Example: Help me understand why you are thinking of listing with the other agent?
Example 2: Help me understand what you have read that makes you think that (Great for NAR discussion)
Example 3: Help me understand your thoughts about the current market conditions?
"When would be a good time?”
This simple set of words helps us overcome one of the biggest challenges faced when trying to get people to get back to you or even reconsider your offer.
Example: When would be a good time to speak next?
Example 2: When would be a good time for you to look at the area and what is available?
“I’m guessing you haven’t got around to”
Sticking to the theme of following up with people, I thought I’d share some words that you can use in those scenarios in which you are fearful of contacting the other person because you think they have not done the thing you would like them to.
Example: I’m guessing you haven’t got around to setting a date yet?
Example 2: I’m guessing that you haven’t got around to making a decision yet?
“You have three options”
People hate to feel manipulated and nearly always want to feel like they made the final decision. When someone needs help deciding, using these words can help narrow their gaze, reduce their choices and make it easier for them to pick. These words are great for an indecisive seller or an unrealistic buyer.
Example: Long scenario on page 83 of the book
Two types of People
In real estate, a large part of the job is the responsibility of helping people make up their minds.
Example: There are two types of people in this world: those who know a good offer when they see it, and those that look back thinking what could have been.
Example 2: There are two types of sellers, those who try to save money in the short term and those who value the experience of investing in a full time, full service, professional.
“I bet you’re a bit like me”
This set of words is possibly one of the favorites because it can help just about anybody agree to just about anything. It is even more powerful in a conversation with a stranger than it is with somebody you already know.
Example: I bet you’re a bit like me, when I am selling something I want to get the best possible price with the least amount of stress and headaches.
Example 2: I bet you’re a bit like me, you know the difference between price and value and make decisions looking at the bigger picture.
If…then
Our speech patterns, listening patterns and, in turn, belief systems are all preprogrammed and hardwired into us throughout our childhood.
Example: If I can show you the top three reasons why your home didn’t sell, then would you be willing to meet to discuss me representing you?
“Would it help if?”
At points of indecision it is often nothing more that a subtle nudge of positivity that can promptly turn a “maybe” into a “yes.” The biggest thing we can do to demonstrate our value and show our worth is to genuinely be helpful to others. Better than that is to present and offer to help that is almost impossible to refuse.
Example: Would it help if you could speak with some past clients and learn about their experience working with me? (LOVE this one)
Example 2: Would it help if you knew that the only way I get paid is when we close on a sale at an amount you are happy with?
Example 3: Would it help if I introduced you to a trusted local lender who is familiar with the area?
"Don't worry"
What I love best about this next set of simple words is the power they have on people who are nervous, apprehensive or showing signs of concern.Example: Don’t worry. You’re bound to be nervous right now. This is your home and you want to do the right thing.
Example 2: Don’t worry. I know you don’t know what to do right now, but that’s what I’m here for. I’m here to help you through this process and overcome all the hurdles as they crop up along the way.
“Most People”
These two words, which contain just ten letters, are possibly responsible for more of my negotiating success that any other strategy I have employed in my business (this is per the author of the book).
Example: Most people find that the first offer they receive is typically the best one.
Example 2: What most people would do with inspection concerns is make an offer with these worries addressed in the offer. (For those on the fence with making an offer, even knowing there is a clause for this, but helps to address them making an offer)
“The Good News”
Now is the time for us to talk about how you can turn around that negative energy-the negative energy that comes with the territory of negotiating complex and emotional transactions.
Example: The Good News is that we now know what the key reasons why buyers aren’t making an offer and we can address them head on.
“What happens next”
You have met with a seller, gone though the home with them, given them your presentation, and they have smiled all the way through it. They have all the facts, you want them to commit, but the conversation grinds to a stop with nobody leading the actual decision. This happens far too often.
Example: What happens next is that we go through all the listing documents, you decide on what the best price should be, and we discuss the next steps to get your home officially on the market. Does this work for you?
“What makes you say that?”
Objections are a common part of everyday life. We face indecision from others in our personal and professional lives and quite often find ourselves having to accept another person’s idea.
Example: The customer says, “I need to speak to somebody else before I make a decision about this,” You say, “Out of curiosity, what makes you say that?’
Example 2: The customer says, “I’m not willing to pay a commission,” You say, “Out of curiosity, what makes you say that?”
This shift of control now leaves the other person obligated to give an answer and fill in the gaps in their previous statement.
“Before you make up your mind"
Moving somebody from a “no” to a “yes” is nearly impossible. Before you can move someone to a full agreement, your first action is to move them to a position of “maybe.”
Example: Before you make up your mind, let’s make sure we have all of the facts.
Example 2: Before you make up your mind about who you’re going to hire, let me prepare a marketing plan to show you how I’m going to sell your home for more money than the average agent.
“If I can, will you”
Have you ever been in one of those scenarios in which your prospect or client pushes back with reasons as to why they cannot do the thing you would like them to do?
Example: If I can match that price for you, then would you be happy to commit to working with me?
Example 2: If I can show you how I can put as much or more money in your pocket my listing it with me rather than selling it yourself, would you meet with me?”
“Just one more thing”
When selling products and services it is not uncommon to have something known as an upsell-inviting your customer to purchase more at that point of the transaction.
Example: Just one more thing, I’m going to reach out later today with a link to review my services.
“A favor”
Success in life and business is rarely achieved without the support of others. Asking the others to support your own objectives has the power to significantly increase chances of you achieving them.
“As promised”
Have you ever started a phone call with somebody using the word, “is not a good time to talk?” If so, please stop it.
Those words served a purpose at a point in history when a phone ringing was a rare occurrence. Phones were connected to walls by cords and a telephone conversation was viewed as a formal means of conversation. In modern times, often, if it’s an inconvenient time to have a conversation, the recipient will let the call divert to a voicemail or just ring out.
Example: As promised, I have the home value report prepared for your home and I’m ready to send it over to you now.
Example 2: As promised, I am going to provide to you the contact details for a handful of buyers that I have helped over the past year.
“Just out of Curiosity”
There is one objection that people give in response to ideas that have always frustrated me (per the author). This objection is, “I just need some time to think about it.” I am not saying that people should feel rushed into decisions. It’s just that my experience tells me this statement rarely means they are heading away to a detailed analysis of their decision. They are just pushing their decision away to another day. It’s not an objection, but instead a stall.
Example: Just out of curiosity, what is it specifically you need some time to think about?
Example 2: Just out of curiosity, what needs to happen for you to make a decision?
“Lie or level”
This is an way to question a client with them taking control of it.
Example: On the price of your home, “Would you like for me to lie or level with you? Too often agents want to tell their clients what they want to hear and what I have found over the years are that folks would like us to level with them”
“What have you heard”
When a buyer or seller ask you about anything, specifically about the NAR ruling, a great response it to say, “I’m happy to give your my thoughts and information, but out of curiosity what have you heard?”