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REALTOR® Emeritus
Architecture Guide
Cost vs. Value Report
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Take a Quiz
30 under 30
Young Professionals
REALTOR® Emeritus |  | SALES MEETING TOOLKIT: DEALING WITH DIFFICULT PEOPLE | |
|  Component 1: Facilitator Talking Points Component 2: Working with Difficult Clients Agenda Component 3: Handout 1, Ten Tips on Dealing with Difficult People Component 4: Activity 1, Five Common Jerks and How to Deal with Them Component 5: Activity 1, Five Common Jerks Idea Sheet Component 6: Handout 2, Identifying Communication Styles Component 7: Handout 3, Defusing Dialogues Component 8: Activity 2, Scenes from a Difficult Life Component 9: Activity 2, Scenes from a Difficult Life Ideas Sheet Component 10: Handout 4, Firing Your Client Component 11: Other Resources | Component 4 Activity 1: 5 Common Jerks and How to Deal With Them Directions: Read the description of each type of difficult behavior. Use the space after each description to suggest some responses to this behavior. 1. The Complainers: These malcontents find fault with everything—a big house is too drafty and hard to heat; a small house is cramped and doesn’t have enough room for the furniture. No issue is to small to complain about and no outcome is good. ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ 2. The Intimidators: These aggressive types use anger, rudeness, and abuse to get their way. They often try to provide very little information on wants and needs as a way to control the situation. Whatever goes wrong, they blame you and expect you to fix the problem. ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ 3. The Clams: These silent sorts confront a situation by shutting down and replying to your questions about the home on view with a “yes,” a “no,” or a shrug. They use silence as an aggressive weapon, often accompanying it with folded arms, glares, or frowns. In some instances, this response may also be prompted by insecurity or a fear of being wrong. ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ 4. The Indecisives: These vacillators don’t know what they want and don’t have the confidence to make a decision. They constantly want to discuss the decision with others. You could spend half your career with these people before they buy. They like verbal information because it can be changed at will. ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ 5. The Know-It-All: These windbags usually have just enough information to be dangerous to the transaction. They often distract attention from important issues by focusing on minor ones. They want the respect of others and to be seen as important. ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ Component 5: Activity 1, Five Common Jerks Idea Sheet > |