In their daily work, real estate agents need to deal with all types of people. In addition, there are some customers who are a great challenge to professionals, difficult customers are one of them. Have you established a relationship with a customer that is considered difficult? The difficulty is usually related to the broker’s preparation. If the client puts himself in a defensive or even offensive position, it is because he usually does not have confidence in his relationship with the agent.
The house sale in São Paulo can be made easier with this type of client you master some techniques, read on and learn how to take action to meet this customer profile.
However, the situation will change when the client realizes that the broker is a qualified professional and, most importantly, starts paying attention to their real needs. First of all, it is important not to be in a hurry and it is difficult to appoint customers in the first minutes of service. It is necessary to change our vision and attitude, so, over time, I excluded the term “difficult customer” from my daily life and started to understand him as a “reactive customer”
For some reason, the client’s emotional reaction is now more intense, and the real estate agent decides whether to offer an experience that can balance these emotions. It is important to note that people often come from poor service experiences.
Nowadays, in various situations, there is a feeling that the seller is helping the customer, therefore, the potential buyer is usually flooded with defense, so the difficult customer’s label appears, that is, he came due to the previous Experience, they can easily face bad service. So, have emotional intelligence and know how to act with these clients, do not try to fight back with rudeness or increase your tone of voice, let alone be sarcastic.
When we build relationships with clients of this type, the tendency is that the emotions of real estate agents also increase, because humans do not always know how to deal with dissent. However, it is important to know that your dissatisfaction is not with you, that is, it is not with you, but with the presence of the seller represented by the real estate agent at the time. Knowing this is a way to balance emotions.
When entering the service, the client expects the broker to be a specialist in the real estate market, so that he can solve all his doubts. Therefore, it is necessary to always be prepared to understand our products and the markets where the products are inserted. When we frustrate our customers’ expectations, we take advantage of difficult customers.
If customers are used to reacting, they need to be more objective. In this case, the realtor’s first task is not to go with everything, but to meet the client’s expectations, because normally a CR client considers the purchase of an apartment in São Paulo a problem, and not a personal or professional accomplishment. The key to attracting that customer is to meet their expectations, not to sell.
Try to understand where the customer is drawing attention through the body, appearance and tone. These aspects are full of information, so that the broker can anticipate the client’s wishes, surprise him and make the service more harmonious.
The sale has a price, but not for you. I have seen brokers promise that many things will be sold at all costs in anxiety and, ultimately, will not be delivered. This attitude has a greater impact on the responsive customer, as he feels threatened and wants to resolve the problem urgently.
It is important to realize that customers believe in their promises and failure to keep them can cause great frustration. Frustration is one of the main factors in creating CR. It is always important to remember that customers who have this profile can be the result of a frustrating and unpleasant experience, so look for something new.
When analyzing these techniques, it is necessary to understand that it is often our behavior and attitude that can generate a CR client. Therefore, qualified and prepared professionals must contribute to changing this reality.
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