3 Behavior Tips to Show Buyers You Are Truly Listening to Them
Your buyers want to be heard. They are not going to slam the door and walk away. They want you to listen to them and do better. According to one study, 18% of buyers’ biggest frustration is when a sales rep doesn’t listen to their needs.
The same stays true for real estate agents. Our daily habits prove just how lax realtors have become at listening. They call prospective home buyers while shuffling paperwork, writing emails or packing their briefcases. Active listening is rare. Most real estate agents spend time preparing their speeches, but they forget to also listen.
So how can real estate agents change and show buyers they are listening to their needs?
Here are three helpful tips.
L.E.A.R.N. is a simple customer service trick that can help you focus on your buyers’ needs during the sales process. It stands for Listen-Empathize-Ask-Reassure-Never Forget to Follow Up.
- Listen: Don’t interrupt your prospects. The only way to find out what they need is to listen carefully.
- Empathize: Put yourself in your prospects’ shoes and try to see things from their perspective.
- Ask: Ask them what they need. Often, you will discover that what they want is different from what you imagined they wanted.
- Reassure: Let them know that you are doing everything in your power to meet their expectations.
- Never Forget to Follow Up: Check to see if your buyers are happy with the solution you provided (a.k.a. the home you helped them buy).
One of the biggest mistakes most people make, including real estate agents, is that they hear something familiar and pounce on it. But by doing so, you might be taking the conversation in a different direction than the buyer intended.
Instead, you need to force yourself to detect things that are different and tune out standard information. It’s hard to overcome selective hearing and try to find the unexpected, but with time you will get better at it. By actively listening, you will get more valuable information and a complete picture of what your buyers want.
- ENCOURAGE AND VALIDATE THE CUSTOMER
You might not realize it, but most customers can detect your fake listening behavior. If you avoid eye contact, have delayed reactions or appear bored, your prospects might feel discouraged to engage with you further.
You don’t know everything there is to know about your prospects, regardless of the research you’ve done before the meeting. By encouraging them to speak, you can discover their specific pain points and help them find a home that is suited to their needs.
Ask them questions that invite more details. Nod, say “Mmhm,” and paraphrase to show them that you are truly listening to them. Pay attention to their tone of voice, while using your body language and facial expressions to show empathy. And, most importantly, don’t make them feel like you’ve got better things to do – don’t look at your watch, don’t type on your phone and don’t let your mind wander.
Speaking is easy. Listening, on the other hand, is hard. Experts say that the average person only remembers a fraction of what is said to them. That might turn out to be a bit of a problem if you are a real estate agent. Fortunately, through practicing active listening behavior, you can show your buyers that you care about their needs.