Daily Real Estate News  |  November 12, 2002  |   Salespeople Must Step Over Generation Gap NEW ORLEANS — The generation gap can spell disaster for Baby Boomer practitioners who fail to educate themselves about their younger customers’ values and attitudes, speaker Terry Watson, ABR, CIPS, told attendees at his presentation “Inside the DNA of Generation X and Y Market,” here at the 2002 REALTORS Conference & Expo. The average salesperson is in their mid-fifties, he said, but the average buyer that they serve is considerably younger—somewhere in their thirties. This can create a disconnect that is frustrating for both customer and salespeople. Watson, a member of Generation X, pointed out that people his age are likely to ask many questions -- so many questions, in fact, that older salespeople might feel that the customer is being disrespectful or even hostile. “I may ask twenty questions and do something completely different,” said Watson. Younger customers will solicit advice, but typically follow their own gut instincts, he explained. One characteristic that defines Generation X is its use of technology. These Internet-enabled consumers thrive on information, researching their purchase before they even call a salesperson. Also, developing a relationship is key, as they tend to be loyal customers. Generation Y customers are on the horizon with their own distinct attributes. This generation will exceed the number of Baby Boomers at their peak. Generation Y members are comfortable with multitasking and impatient with people who are unable to keep up with doing several things at once. They favor e-mail as a communication device and are less faithful to brand names then Generation X. Watson recommended the following steps when dealing with Generation X and Generation Y customers: use anecdotes to explain to them how the process works, provide as much detail as possible, put everything in writing, hire Generation X and Generation Y associates, and become familiar with technology. He also stressed the importance of providing online resources and producing visuals (such a flow chart mapping out the steps in selling a home) in your informational packets. --Chris Leporini, REALTOR Magazine Online