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CPPDSM4080A Work In The Real Estate Industry

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Questions:

Building trust and rapport

“To be successful, you have to be able to relate to people; they have to be satisfied with your personality to be able to do business with you and to build a relationship with mutual trust.”

George Ross

Buying or selling a home or even moving house is a big milestone in a person’s life, and there are many emotions that can go with it. Consider the different types of life events that potential sellers may be experiencing at the time that they require your services. For example:

  • relationship breakdown (separation or divorce)
  • death of a partner or parent
  • financial issues (such as sudden unemployment or increasing debt)
  • downsizing (‘empty nest’)
  • moving interstate, overseas or to a rural location (a ‘sea change’).

This may be the first time that a person has dealt with real estate, so they may be fearful or concerned about a process that they know little about – they need to be able to trust you to do the right thing.

Remember that it is just as important to treat potential buyers, landlords and tenants as well as you treat your sellers. Many of them will remember your exceptional customer service skills and may promote you by word-of-mouth or come back to you when it is their time to sell a property.

Reflect: Based on the information above, think about the level of customer service you feel you would need to receive to sway you to purchase one of the properties.

What do you think would be the characteristics of the agent who could convince you to make an offer on the day you inspected the property?

Q1.

Read this article about empathy, ‘Why empathy trumps all else in real estate’, by Domain and answer the following question.

How would you apply the skills discussed in the article to your work as an agent?

Q2.

Agent Qualities

Watch the TED Talk on YouTube: How to speak so that people want to listen by Julian Treasure and answer the following questions.

What do the agents say about themselves in terms of their ability to provide exceptional customer service?

What do the agent’s clients say about the customer service they received? Does their experience match with the agent’s opinion of themselves?

Q3.

Training opportunities

Research three training opportunities that would be relevant to strengthening your negotiation skills.

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