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Sales Coaching

Time Management

Time-Blocking:

  • A time-management strategy
  • Dedicate specific time slots in your daily schedule for FUs, including calls, emails, and WhatsApps
  • Ensures that you consistently maintain contact with prospects.

PROSPECT COMMUNICATION: Winning Them Over

  • Success...:
  • Technical: SKE (Skill, Knowledge, Experience)
  • Showmanship: Communication Skills
  • Definition of 'Persuasive Communication':
Any form of message that is created with the intention of influencing or changing the attitudes, beliefs, behaviors, or opinions of the target audience.

Similar: convincing communication, compelling language, influential messaging...words are so powerful and should not be underestimated.
  • Put yourself in THEIR shoes
  • Comms - do not make these mistakes:
Bad Worse
No com Delayed com***
Rude com Unfriendly com
Incomplete com Intermittent com
Unclear com Incorrect com
Interrupting com Irrelevant com
Too much com Not listening
  • ...how do we change, tweak, upgrade, your communication
  • The next prospect you talk to, make them your highest intention ...

Highest intention, How?

  • 'First Principles Thinking' also known as 'reasoning from first principles'. Aristotle: "the first basis from which a thing is known."
  • By using some basic communication guidelines and embracing what is known as...
  • Be a deliberate listener, ask questions and be silent.
  • Be real, authentic, kind, polite and unforgettable.
  • Be interested, engaged and focused on what they say.
  • Be curious and slow down. "Curious people make more money!"
  • Be pedantic and take notes so you do not forget their needs. (the only one you don't do on a date)
  • Be confident and be silent.

Go ahead, do it

  1. Set up a Discovery Call' or a 'Discovery Coffee Meet. (NB: you are creating a bond)
  2. Use people's name verbally and when writing all messages.
  3. Have insights on the area, prices, facilities, weather and demand.
  4. Be aware of any challenges and be open and honest.
  5. Find out - what worked, kinda worked, didn't work for you?

  6. Begin with the end in mind, a sale or a lifetime client? (let them know)

  7. and GIVE your prospect what they probably want...

  8. SUPER Speed
  9. SUPER Service
  10. SUPER Customisation
  11. SUPER Outsourcing
  12. SUPER Quality
  13. Focus on becoming a EXCEPTIONAL communicator

PROSPECT JOURNEY: The Conversion Cycle

  • What is Conversion Optimisation? / "Improve by Chance"
  • Prospect Experience (a prospect's journey with YOU)

Step 1

Prospect makes contact via one of the communication channels...

Step 2

  • Agent responds ASAP with the 'Highest Intention'...
  • MORAL OF THE STORY - Respond within 59 seconds ideally... WHY?
  • MIT Study:
  • Tracked 15,000 sales leads
  • Measured response times versus conversion rate
  • Response rates within 5 minutes versus those who waited 30 minutes or more.
  • 21 times more likely to have a meaningful conversation, not 21%, 21 times! Why?
  • there is a small window, where the prospect is still in that headspace - still thinking about the problem, still comparing options, still open. -and not because of impatience,
  • BUT because "life moves on'.

Step 3

  • Agent or 'other' responds with the Highest Intention' •••

Step 4

  • Agent qualifies prospect with a quick Discovery Interview' on the call or sets up a meeting for the 'Discovery Interview' (NB: Lifetime client)

Step 5

  • After Discovery Interview' and armed will all the relevant information, agent sets up viewings ASAP...

Step 6

Agent confirms the viewing and advises prospect about important information re: the viewing...

What is important and professional?

  1. CONFIRM VIEWING - date & time
  2. TRAFFIC & PARKING
  3. LOAD SHEDDING schedule
  4. SEND ADDRESS via map link
  5. DAY BEFORE OR HOURS BEFORE

Example: Video or Voice message them:

"Hi [name], I am looking forward to showing you the apartment that we are scheduled to see tomorrow.
Please confirm your slot tomorrow at 2 p.m."
If they doesn't message back, message again or call.
"Hi [name], I noticed you didn't confirm our appointment today. Let me know within the next 2 hours if this is still on your priority list. If not, I'll cancel our slot and we can reschedule."
If they don't confirm back in the next 2 hours, cancel and send them a message to that effect. "I am cancelling today's viewing as I have not heard from you, and 'll call to reschedule."
If they respond back.....`

Example: email

Hi Mike, just confirming tomorrow's viewing:
I will meet you outside the apartment block at 43 Main Road, Sea Point at 4pm (Property link:
https://www.property24.com/for-sale/eastcliff)
There is no parking onsite, but as you turn into Main Road you will see a parking area across the road about 20 metres from the flat. Please park there.
There might be some heavy traffic due to Formula E, please take this into consideration when leaving home.
There will be load-shedding at this time, so we will have to walk up 3 flights of stairs if you okay with that.
Please find Google map link below for your convenience: www.googlemaps.com/87698/mainrd
Please confirm? Thanks, Leon.

Step 7

Know your 'product' backwards for the viewing process and be as ready as you can be to answer all questions...

Step 8

Once the viewing is done, now it is time to follow up...

PERFECT 'FU' SYSTÈM: Foolproof Follow Ups

  • Question? How many times on average do you follow up with prospects? Truth!!!
  • Research:
  • 48% of salespeople never FU with an enquiry
  • 25% of salespeople make a 21º contact & stop
  • 12% of salespeople make a 3'° contact & stop
  • 10% of salespeople make more than 3 contacts.
  • 2% of sales are made on 1s contact
  • 3% of sales are made on 2nd contact
  • 5% of sales are made on 3rd contact
  • 10% of sales are made on 4th contact
  • 80% of sales are made between the 5th & 12th contact.

Why are follow ups (FUs) so IMPORTANT?* 3 Primary Reasons(RSR)

1. Relationships

  • to 'remember me'
  • for now & the future
  • for building loyalty
  • for your database
  • for positioning
  • for referrals.

2. Sales

  • to increase sales
  • by staying top of mind
  • by being consistent
  • by providing further information
  • by getting the best deal for your prospect.

3. Reputation

  • to enhance your reputation by:
  • professionalism
  • trust and confidence
  • balancing persistence

  • desire to help in any way you can, (even if giving away the deal).

  • Make the next 'FU', your 'Highest Intention'..., and your next lifetime client!

Personalise Communication (1 to 1)

  • Frequency depends on the prospect's timeline, this could be months
  • As the relationship grows and their timeline shortens, increase the frequency and engage in phone calls or in-person visits
  • Use communicating channel preferred by the prospect.

REMINDER: Response Time

NB: One of the single biggest drivers of conversion in real estate. The "First Responder Wins" Effect:

  • 78% of buyers work with the first agent who responds & If you're not first, you're probably out.

The 5-Minute Rule (MIT Study)

  • Respond within 5 minutes → 21x more likely to qualify the lead
  • After 30 minutes → conversion odds collapse
  • After 1 hour → response rates drop 10x
  • 1 minute → baseline (100%)
  • 5 minutes → 80%
  • 15 minutes → 60%
  • 1 hour → 35%
  • 24 hours → 10%

& Waiting an hour can cost you 65% of potential deals.

  • Average agent response time: +-15 hours

& If you respond in 5 mins, you beat 90%+ of agents instantly.

Focus on Response

  • Focus on getting a response, this "is the primary objective of your follow-up strategy (yes or no)
  • Use personalized, engaging messages and ask open-ended questions that encourage them to respond and share their thoughts.

Provide Value

  • Where relevant, offer useful information, such as market updates, property suggestions, or insights into the local community
  • By consistently providing value, you demonstrate your expertise and maintain the prospect's interest.

Track Progress

  • Track and analyze interactions
  • Keep a record of your interactions with each prospect, noting their preferences, concerns, and any important milestones - CRM
  • This information will allow you to tailor your follow-up messages, making them more relevant, effective and RARE.

Patience

  • Be patient BUT persistent
  • Some leads may take longer to convert than others Maintain a consistent follow-up approach, allowing the relationship to develop over time
  • Be respectful of the prospect's boundaries and avoid coming across as pushy.

Folllow-up & Mode Example

Switch your modes - this is an example - but do any sequence - but also check with the prospect what mode do they prefer for what:

  1. email
  2. email
  3. WhatsApp
  4. Phone
  5. email
  6. email
  7. Phone
  8. WhatsApp
  9. email
  10. Phone
  11. email
  12. email

Summary - Follow Ups (FU)

  • Personalise the FU
  • Do the 'initial' FU ASAP
  • Use preferred channel e.g email
  • Determine FU frequency based on the outcome of the initial FU?
  • Change each FU message
  • FU until you have an outcome

  • Question is? How many times?

  • Answer : 18

  • You will most likely hear back from them before number 13?