Steve Koerber

The Best Ever Open Home Callback Question

People who visit your open homes come for a variety of different reasons.

If you analyse what percentage of visitors are genuinely interested in the homes you open, you might be surprised.  If the percentage is not 0%, the chances are the highest you’ll ever get is around 2%.

When average salespeople do their open home callbacks they ask questions like this:  “What did you think of the home?  How much would you pay for it?  Help me give feedback to my sellers!”  It’s all gimme, gimme, gimme.

The problem with this approach is that it actually has the potential to annoy 98% of the people you call.  Asking questions that people might struggle to answer can be a real turn off.

Luckily there is a better way to approach these calls.  Change your thinking and realise that the best approach is not to ask for something, but to offer to help.  You need to give first, then you will receive.  The giving bit comes first!

Try this approach with every callback:

Hello Mrs Smith, it’s Julie from xyz realty.  I wanted to thank you for visiting 39 Smith St on Saturday and I was wondering if I might be able to help you find a home.

That’s it, there’s no need to ask or say anything else!  All will soon be revealed.

Your customer will immediately realise that you don’t want anything from them.  Subconsciously they will instantly have a higher level of respect for you.  They’ll appreciate your offer to help, especially if they are a serious buyer.  If they’re not a serious buyer and they were just checking you out as a potential listing agent, they’ll probably tell you that as well.  If they were a nosey neighbour they’ll probably fess up to that too.  And if they are interested in the home (remember only a maximum of 2% usually will be) they will steer the conversation back to the home  – what a great way to qualify them!!

Turn potentially intrusive sales calls into positive experiences for you and your customers.  A simple offer to help will open up so many opportunities for you.  Give it a try and let me know how it goes for you.

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4 Responses to “The Best Ever Open Home Callback Question”

  • Hi Steve

    Effective, simple and well written.

    Carey

  • Steve you are spot on with your approach. Asking this simple, open ended question will work really well if the agent learns how to ask such a straight forward question & then shut up and wait for the answer.

    Far too many agents just blab, blab, blab & want to put the words into people’s mouths. That’s not ‘selling’ it’s ‘telling’.

    The “gimme, gimme, gimme” approach that you mentioned is the typical approach that most agents use, and often it’s because they are following up after the Open Home so that they can give feedback to the owner about price, etc. And yes, that’s important, but with your approach I’m sure you not only get the feedback for the vendor but you’d also win a lot more business at the same time.

    There are some agents out there that need to remember to ask the right questions & then simply shut up and listen. What’s the old saying, “We were all born with 2 ears and 1 mouth, use them proportionately.”

  • Well done mate, and great little simple tip. If you check out a recent survey I did of agents at opens though, I guess step one is simply that they call PERIOD.

    http://glenntwiddle.com.au/blog/real-estate-open-for-inspection-secret-shop-results/

    I like your tip and I’ll add that to the things I recommend to my guys as an option.

    I hope they hear our message and at least call.

    Glenn

  • Thanks Glenn, appreciate your kind words.

    Regarding open home callbacks, I usually purposely wait until late Monday to call. I like to see if I can get some calls from anyone who came through. An incoming call like that says to me “I’m interested”.

    Do you think I risk losing them as a buyer to another property/agent etc? What are your thoughts re timing the callbacks?

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