As a Realtor® and a salesperson, you’ve probably got the gift of gab. Hopefully, your customers see you as friendly, professional and intelligent. Most likely, it’s easy for you to make conversation with others. Real estate is all about developing and maintaining a great relationship and rapport with your customers.
But every now and then, you’ll run across a customer who is shy, or just a bit introverted. It could be that they’ve just had a bad day and are stressed out from the house-hunting process. With a long-time customer, it’s possible that you’ve just run out of things to say.
Either way, you may find yourself in a situation in which the conversation is difficult—or it stops entirely. Now, you shouldn’t feel obligated to fill every silence with chatter-chatter, but you don’t want total silence with your customers, either.
Awkward moments happen to all of us. Sometimes it’s hard making connections with certain people. With these folks, it can be challenging to find something in common to talk about. Here are some quick things for you to talk about—and some subjects to avoid.
The House
It’s easy to talk about the house you are visiting. Show them all the details about the house that make it special. Answer every question they have honestly and accurately. If you don’t have the answer, tell them you’ll find out—and then follow up!
The Neighborhood/Community
Talk about the school system, community events, neighborhood amenities, and so on. Point out parks; show them local landmarks. You might want to give them a little tour of the area.
Restaurants, Shops
Everyone needs to eat, right? Talk about of your favorite restaurants and shops in the area.
Sports and Entertainment
Who won the big game last night? What’s your favorite baseball team? If your customer is not a sports fan, you could talk about movies, plays, or even your favorite TV show.
Ask Questions
Ask them questions about their job, hobbies, interests, job, and even pets. Everyone likes to talk about themselves!
What to Avoid
It’s true what they say about politics and religion. No matter what, don’t broach those subjects. Other areas to avoid include race, color, religion, national origin, gender, disabilities, and familial status. Not only are these topics potentially offensive, they are illegal. You could get prosecuted or sued for discussing these subjects.
When in Doubt
It’s probably best to avoid telling a joke, because it could be interpreted as offensive. Some people have sensitive or “hot-button” issues. You just never know. When in doubt, err on the side of caution and “political correctness.”
Sounds of Silence
It’s OK to have quiet moments with a customer. It may mean that they are pondering the pros and cons of buying a home. If they ask for advice, give it to them—but try not to offer unsolicited advice.
Respect the Relationship
Take your cues from the customer. If you notice that they are a bit quiet, don’t feel compelled to fill in every silence. Then again, if they are extroverted and friendly, feel free to join in on the banter. Pay attention not only to what they are saying, but how they say it. Watch the silent cues as well. Body language can tell you a lot about what’s going on in someone’s mind.
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