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Architecture Guide
Cost vs. Value Report
Good Neighbor Awards
Handouts for Customers
Top 100 Companies
Take a Quiz
30 under 30
Young Professionals
REALTOR® Emeritus |
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SALES MEETING TOOLKIT: DEALING WITH DIFFICULT PEOPLE |
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 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 8 Activity 2: Scenes from a Difficult Life Fred Friendly, intrepid real estate salesperson, is having a difficult week. Every client he deals with is a problem. Let’s see how Fred handles these difficult people and what he might want to do differently next time. Scenario One: Fred begins his day by meeting Wanda Whipple at her hotel. Wanda and her husband Jake are relocating, and Fred plans to show her a half dozen houses. He has had a conference call with the Whipples before they arrived and is confident he has found homes they will like. Four hours later, Fred’s not quite so confident. Wanda keeps changing her mind about what she wants. First she tells Fred she must have a big master bedroom, then she worries that small den in the second house will be too small for Jake’s study. Finally, she just asked Fred to take her back to the hotel because she’s just so confused. Scenario Two: After a hurried lunch returning phone calls, Fred rushes out to meet with Bob Bottoms, a successful local businessman who wants to buy a larger home and list his current one with Fred. In his hurry, Fred forgets his listing presentation book, which includes the listing agreement. He realizes his mistake halfway there, but decides to use his laptop listing presentation and send the agreement over later. The listing goes well until Fred tells Bob he will have to send the agreement over later. Then Bob hits the roof, telling Fred he doesn’t want his time wasted and that he certainly doesn’t want to work with someone who can’t even remember the contract. Fred, who’s had a rough day, just leaves half way through the tirade. Scenario Three: Even though it’s now six o’clock, Fred is not done for the day. He has to go sit at an open house for a new listing. The first two hours of the listing go well, and Fred is just beginning to feel a little better, when the seller, Hildegard Smith, comes home early. She immediately beings to complain to Fred because one of the open-house attendees left a wet footprint on her carpet. She goes on to remind Fred that her house has been on the market for two weeks and she hasn’t had one offer. Maybe, she says, Fred does not really know how to sell her house. Component 9: Activity 2, Scenes from a Difficult Life > |