We are not in the property business, we are in the people business" said by someone, someday, somewhere but so true. We'd say over 50% of building relationships with people. How though, do you build the same sort of rapport that you can face to face when all you have is the phone. We've been doing a lot of calls to agents during lockdown and call have been coming in to us from our direct mail campaigns.
Here are our top tips for building rapport on the phone.
1. Have a pen and paper ready and use it to take notes
2. Have a plan for roughly what you want out of the call.
Write the main point at the top of your paper. Don't have a script as such as you will sound robotic. Conversation should flow.
3. Open your call with a smile.
It may sound or feel silly to smile on the phone but it honestly works. People are tuned in to hear a smile, even if they can't see it. It will relax them a little.
4. Start with a warm greeting. A simple "How are you today? “ with feeling and a pause will also get people on your side.
5. Be friendly, but remain professional.
If you use a relaxing tone of voice, it can rub off on the other person, much like a yawn.
6. Use active listening. Now what we mean by this is;
A) go in a quiet room so you can give your full attention
B) don't be distracted, checking emails etc. in the background
C) listen not only to what is being said but the tone and the vocabulary use then try to mirror this this indicates to the other person l, that you are on the same page.
D) use punctuations "uha", "yeah", "oh, OK" this let's the person on the other end know they are being listened to and understood
E) reflect back and summarise what has been said--this is where the piece of paper comes in handy. People live it when you refer back to a piece of information they have given you; their pets, children, wife's name, hip operation, whatever, as long as it relates to them.
7. Ask relevant open question rather than closed yes/no questions or ones needing a single word answer.
8. Use pauses and so not talk over them.
Pauses can be uncomfortable and it is hu man nature to want to try to fill them but don't be afraid of silence, let the other person fill the pause. They will give more information in those silences. Refer back to point 7.
9. Use "and" not "but" as its more positive. "but" as a linking words sounds negative.
"I know you want £1million for it BUT it's only wort £50" versus "I know you want £1million for it and I want to work with you to get close to that. Let's brainstorm what we can do to help each other" see the difference?
10. Ask for their help. People love to help. “I wonder if you can help me please"
Happy Calling!