Module One – Creating excellent first impressions, taking control and building trust
- The Importance of Customer Service
- Creating an Exceptional First Impression
- Taking control of the conversation – assertiveness
- Setting, Meeting & Exceeding Customer Expectations
- Communication Skills – Face to Face/Telephone/Online/Written Communication
- Questioning & Listening Skills
- Voice – words and tone
- Body language
- Building Trust & Rapport
- Obtaining reviews and recommendations
Module Two – the sales process, obtaining information and using to secure business
- The sales funnel
- Open and closed questions
- Identifying needs and wants
- Identifying the dominant buying or selling, renting or letting motive
- Using features and benefits to create business
- Maximising Productivity in a Sales Role – Cross Selling/Up Selling – identifying other business opportunities
- Recording information
- The Process of Negotiation
- Creating Win-Win Solutions
- Obtaining reviews and recommendations
Module Three – Closing and successfully overcoming objections
- Trial closes
- The nail down
- Other closing techniques – alternative, assumptive etc.
- Identifying the real objection
- Quantifying the real objection
- Overcoming the real objection and closing
Module Four – Effective viewings and obtaining offers
- Achieving more viewing appointments
- Perfect Preparation Prevents Poor Performance
- Carrying out effective viewing appointments – online or physical
- Security Essentials
- Obtaining constructive viewing feedback
- Encouraging and securing offers
- Taking an offer
- Preparing to, and putting forward, an offer
- Reinforcement and social proofing
- Obtaining reviews and recommendations
Module Five – Booking and carrying out exceptional instruction winning valuations
- Identifying valuation opportunities
- Successfully handling fee enquiries
- Gaining valuations
- Booking valuation appointments to give the valuer the best chance to secure the instruction
- Preparation for the valuation appointment
- Standing out from the competition
- Key stages of an effective valuation
- Valuing accurately
- Obtaining the right fee
- Following up to win business and to learn and improve
- Obtaining reviews and recommendations
Module Six – Successful Sales Progression
- Setting up a sale for success
- The conveyancing process
- The mortgage process
- Chains
- Proactively progressing the sal
- Positive communication with all parties
- Obtaining reviews and recommendations
