How to communicate with a stubborn and grumpy customer For a professional real estate consultant or a skilled real estate consultant, all clients are equal and respected and if a skilled real estate consultant enters into negotiations with stubborn people or people with a low level of culture, knowing the methods and techniques of recognition and faced with such people, can easily attracts them and continues the work process to achieve the desired result of the customer.

The method of effective communication with a stubborn client in the profession of a real estate consultant

 

How to communicate with a stubborn and grumpy customer

For a professional real estate consultant or a skilled real estate consultant, all clients are equal and respected and if a skilled real estate consultant enters into negotiations with stubborn people or people with a low level of culture, knowing the methods and techniques of recognition and faced with such people, can easily attracts them and continues the work process to achieve the desired result of the customer.

 

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Effectively method to communicate with a stubborn customer

The art of communicating with customers in any profession is of the greatest importance in terms of success in selling or presenting products in that profession. You have heard many times from different people that a certain person has such charm that can close to any person with his good language and good behavior, it may have happened to you that you entered a store for window shopping but after facing a strong and skilled seller and due to his good and effective attitude, you have made a whole purchase. Usually these types of people have high skills and experience in dealing with many people and attract any person that they want. The profession of a real estate consultant is such that a consultant must wait for any kind of reaction and treatment from clients with different personalities and know the necessary knowledge and experience in how to deal with and manage the relationship with that client. Knowing that some people may be grumpy, rude, demanding, aggressive, talkative, inattentive or have low understanding, the professional consultant prepares himself to communicate with these types of customers in order to recognizing the ease of these types of customers and approaching them to establish effective communication. Because for a professional real estate consultant, all clients are considered as a potential client which can lead to the desired result of the client and the consultant. Here, an effort has been made to familiarize you with the types of stubborn customers and then provide methods for effective communication with them. In general these types of customers are divided into several groups according to their behavior and reactions and finally some people may have a combination of two or more of these characteristics at the same time. Some of these clients consider themselves more knowledgeable than the consultant and show a strong tendency to criticize him and his suggestions and views which may cause disharmony between the consultant and the client. It is not necessary to find an ideal item for the customer.

 

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Negative customer

They mostly look for negative points in every case and ignore and avoid positive points. They are pessimistic and discouraged about most issues and the environment around them and try to find a negative point in everything. Usually these people are irrational and it is difficult to negotiate with them.

 

 

 

Positive customer

Unlike pessimistic customers they are optimistic about everything and attract the positive aspects of everything and hate to think or talk about negative issues. Most of the time their answer is yes or positive but they procrastinate in making decisions and act late which causes slowness in the consultant's performance and they hardly reach results.

 

Neutral customer

On the contrary to positive and negative customers, this type of customer is in between the two and they usually don't talk much and don't have much to comment. They have doubts about their demands, and they may have a request or problem in your presence. but after some time in the next meeting or phone conversation and reject or deny or give up on that request. In most cases, they use I don't know sentence. These special conditions of theirs may cause you to fail to achieve their goals.

 

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An angry customer

In most cases, these people are impatient and express their demands quickly and angrily and show an illogical and ill-considered reaction. This type of customer only needs a few short moments to get aggressive with the consultant and express his request or objection in this wrong way. For example, he may say, "are you out of your mind to offer me this price?" Unfortunately, this type of behavior may cause unwanted tension between the consultant and the client.

 

Selfish customer

The feeling of self-superiority is very common in them and they consider themselves more preferable than others. They expect that the consultant will only pay attention to their needs and put other clients in the next priority and they only care about their own needs. Usually, these people are in contact with the consultant only by SMS or phone. Finally, these types of people will lose their services because of their special behavior.

 

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Effective communication methods and solutions

Pre-meeting to get to know each other

Scheduling an initial meeting before business meetings will help the consultant in identifying and psychologizing the client and familiarizing himself with his wishes. This pre-meeting will avoid many shortcomings or conflicts in the buying and selling or renting and mortgage process. In this meeting, consultant will understand what kind of client he is dealing with. Consultant can determine whether the client expects him to devote 100% of his time to her or whether the client has unreasonable and unrealistic demands or whether the client is really a real seller or a real buyer. During the meeting and after that, the consultant can analyze his information and identify his client and decide how to serve him.

Before the meeting, consultant can inform the client about the preparation of things that are effective in advancing his work and inform about the client's goals and current conditions, his challenges, and his expectations to check whether the client's needs are compatible with the consultant's or not.

 

Accurate and detailed identification of customer needs

Identifying and understanding what exactly the customer is looking for and why he probably could not meet his needs by referring to other places is one of the most important priorities for the customer. Some customers may not express their needs but it is the consultant's duty and skill to identifying those needs that will ultimately make the customer happy and reach their goal. Consultant can understand them with a little more talk. If the consultant correctly shows that his goal is to meet the customer's needs, there is a strong possibility that the customer will be aware of this issue and as a result the desired transaction will be completed and he will be considered them for future transactions. Instead of focusing on the income and prosperity of your business in the short term, it is better to focus on helping the customer and guiding and supporting him in the long term.

 

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Customer awareness of the housing market

Some people have a negative reaction to everything due to lack of experience in the housing market such as the first house and their lack of knowledge about the current housing conditions. The best solution is to give them the necessary information and training in the area of ​​the real estate market and inform them of what services the consultant is going to provide them, instead of insisting on signing a contract.

 

Emotional sympathy

Some customers become emotional when selling their home that they have memories in them and these emotions can cause problems during the transaction itself or on the opposite side of the buyer who is in a hurry to buy, to form a new life and deliver the property, may cause problems. So the best way for the consultant is to sympathize with the customer (buyer or seller) and consider this matter from the beginning of the transaction to its end and manage it well and inform the buyer and seller of their rights and respecting the rights of others. Consultant should try to behave calmly and professionally when a problem arises and avoids arguments and listen carefully to the problems that arise and try to find suggestions to solve them.

 

 and defining customer boundaries

A skilled consultant tries to satisfy the customer and does his best in every field, it is better for him to inform the customer of his limits so that the customer is fully aware of your services and don't ask for more than that and not to create unrealistic expectations during the transaction.

 

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Preparing the customer to solve possible problems

The consultant should inform the client about the challenges that may arise in the future so that the client can solve the problem in time and the consultant can help them in solving it if possible.

 

Learn to improve

Another step to effectively communicate with stubborn customers is to learn and improve your skills. Loyal customers may provide you with valuable insight, feedback or suggestions that can help you improve your products, services, processes or skills. Try not to ignore this feedback but use it to reflect on your experience, identify your strengths and weaknesses and look for opportunities to learn and grow. By learning and improving, you increase your performance, value and results.

 

Following up

Next step to effectively communicating with stubborn customers is to follow up. Stubborn customers may not trust you or your property or may have doubts or questions about the solutions you offer. For this reason, don't leave them in the dark or forget about them but contact them regularly, update them on your progress in achieving what they want, get their satisfaction and ask them for you. Improve you self by following up, relationship, reputation, and loyalty.

 

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translator: Mr Saman Sayah